Contact the Cognosos support team through a variety of options.
Via Cognosos Portal
In the event there is an issue with the RTLS portal, communication gateways, vehicle tags, etc., you may connect to Cognosos Support Teams directly from the portal. Log in and select the hamburger menu from the top right. Choose Product Support from the menu.
You will be taken to the Cognosos Support Ticket page. Complete all fields and use the drop-down list to choose the Ticket and Case Categories. Depending on Case Category selection, another sub-category (e.g., iOS Mobile under Troubleshooting) field may appear. Select the proper sub-category.
Use the Description field to input pertinent information such as:
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Software version
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Browser/version
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Impact of issue
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Hardware type
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Tag ID(s)*
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Phone model/mobile app version
If necessary, attach a support file (e.g., photo, report, etc.). When you’ve put in all known information, select Submit. Your support ticket goes directly into the Cognosos Support Ticketing System and you will be contacted by a Field Services Engineer to address your concern.
The version number of your portal is shown at the bottom of all portal pages. You are likely to need this information when requesting support.
Certain issues, such as user password reset or a forgotten password, can be addressed on site by a System Administrator.
via Email
Send an email with the question or concern at hand to support@cognosos.com. Ensure to include all the pertinent information regarding your inquiry, including: contact information, the question or concern, the product including the version (portal or mobile app), and hardware information, if warranted.