Lifetime ProActive Support

Cognito's unique Lifetime ProActive Support fully managed service model has been carefully designed to deliver all the support, insights and services our customers need to derive maximum business value from their solution throughout the full lifetime of its deployment.

Years of experience in managing business-critical service solutions has enabled us to anticipate, identify and resolve many potential issues before they become visible to our customers - and long before they get to the point where they could compromise service quality.

We help you cope with change and plan for growth. Our support extends to helping you with issues like changes in subscriber numbers, upgrading or replacing devices, deploying new applications or migrating from one mobile network operator to another.

ProActive Monitoring

We keep a careful eye on the key metrics - including message delivery, signal coverage and network connectivity - that influence solution reliability and performance.  In many cases, we’ve been able to identify issues with networks before the mobile operator is even aware of them, and to take action to mitigate their impact.

Our monitoring goes far beyond network connectivity. We also track device and application usage, the frequency with which systems are turned on or rebooted, battery charge statistics and a raft of other measures that help us see what's really happening at the frontlines of your business.

End User Helpdesk

Our helpdesk acts as the first point of call for any service, software or hardware issues. All calls are logged, prioritised, tracked and reported on by the helpdesk who also provide efficient support for any operational problems, lost/stolen devices and/or password expiry.

For more technical issues the helpdesk escalate calls to the support team who work to close the call. If something should go wrong, you'll find that we will own the problem to resolution and closure.

Assigned Service Account Management

You will be supported by an assigned service account manager for the duration of your relationship with Cognito. They will provide your primary point of contact for all business issues, as well as getting involved wherever necessary in your other interactions with us to underpin our guarantee of excellent service.

Our customers come to regard their service managers as trusted advisors on many aspects that influence the performance of their service operations - from holding regular account reviews to keeping up with the latest trends, making the right device choices or sharing information about our future direction. 

Device procurement, repair and replacement

We offer a structured approach to procuring, repairing and replacing your mobile devices. We leverage our knowledge of the market and considerable buying power to help customers choose the most appropriate devices for their needs and to acquire them at the best price.

We back this up with a range of repair or replacement options that offer a choice of device repair or exchange - including the option of a next-day replacement service. Our concern, as always, is to make sure that your solution is fully productive at all times.

In addition to helping you acquire and manage your devices, we also offer a range of custom-designed accessories, including car kits, cases, styli and screen protectors, GPS receivers Satellite Navigation systems - as well as helping with the installation where necessary.

Relationships with network operators

We enjoy strong relationships with all the mobile network operators, and can help facilitate your relationship with your chosen network operator(s), generate connectivity and network coverage statistics, project manage a migration from one operator to another, and manage your stock of SIMs - all in the interests of ensuring that you receive the best possible quality of service.

The Cognito difference

We've identified all the key factors that can affect the lifetime performance of your solution - and incorporated them into our unique approach to Lifetime ProActive Support. Establishing a relationship with Cognito means that we will be working together with you for years to come to understand your needs, resolve your concerns, share best practice and get the very best out of your investment.