Support

iCognition provides a range of packaged support services in the information management marketplace for HPE Records/Content Manager / HP TRIM. This includes:

  • Help desk support: second line support for technical and business issues.
  • Onsite solution support: full or part time technical or business resources to support your solution, or ad-hoc and pre-paid service options to get fast support onsite when you need it.
  • Outsourced solution support: we manage your onsite solution to ensure ongoing performance.
  • Software as a Service: a range of cloud solution options are available, including via Federal Government contracts.

We can also facilitate custom requirements such as expanded on-site solutions support and after-hours support. Clients who enter into support agreements with iCognition, in addition to priority telephone and email response, have the added benefit of rapid access to our team of highly skilled consultants at all times, along with feedback and progress reports.

Lodging a Service or Support Enquiry:

When a service or support call is lodged, it is assigned to an appropriate support person for action. Calls placed outside of standard business hours (Monday – Friday excluding Public Holidays, 8:30am - 5:00pm AEST), are assigned to a support person the next working day.

LODGING AN ENQUIRY VIA THE WEB

Once registered, clients can directly lodge and monitor the progress of issues and usage problems, ask questions and request services at support.icognition.com.au.

To register for online support, please contact us

LODGING AN ENQUIRY VIA EMAIL

Once registered, clients can lodge and update issues by emailing iCognition at support@icognition.com.au.

  • If no (appropriate) reference is made in the email to an existing service or support enquiry, a new enquiry will be logged in the support system.
  • To reference an existing service or support enquiry, include the enquiry reference number in the email’s subject line as ##number##

To register for online support, please contact us

Phone

For any critical issues, please phone iCognition on 1300 00 4264 (ICOG).

The following information is requested in order for us to more effectively assist you with your service/support enquiry:

When lodging a service or support enquiry, whether via the support website, by email or by phone, please provide the following information:

  • A full description of the issue with screenshots where possible
  • All iCognition products installed on site (including version numbers)
  • HPE software version (installed on the client)
  • HPE software version (installed on the server)
  • Microsoft Office version installed
  • Operating system installed on the client
  • Which browser and what version