Cobalt Support helps customers with live production instances. We have agents on staff to answer questions and escalate issues as needed. In order to get the most efficient response from support follow the guidelines below.
Contact Support
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Support Business Hours are 8 AM – 8 PM Monday through Friday
- Cases created during business hours will be triaged and receive a first response within one hour.
- Agents will reach out with resolution details, additional questions, or to let the customer know that additional escalation resources are required.
- Customers can respond by email or in Zendesk directly to cases to provide updates or ask about progress.
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Cases can be created in the following ways.
- Log into your end user account at https://cobaltcare.zendesk.com
- Send an email directly to support@cobaltcare.zendesk.com
- Call 1-888-4- Cobalt and select option 2
- Phone calls will create a ticket in our system so even if you get our answering service provide details so an agent can research as if you submitted an email or regular ticket.
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After Hours Support
- If you have an urgent issue outside of our regular business hours (priority 1 issues)
- Call our 888-4-Cobalt number and select option 4
- This creates a ticket and calls our pager service which keeps calling our team every 20 minutes until we respond.
- You can still put in regular tickets after hours but if they are not Priority 1, know that they will not be triaged and addressed until the following business day.
Prioritization
Best Practices
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Provide Details
- Full Screenshots can help us identify issues or confirm the location of an issue.
- Detailed Error messages help us link to similar issues in our backlog and provide useful tools to development
- Links to records (if applicable)
- Answer the following questions –
- What where you attempting to do?
- What happened?
- What is the expected/desired result?
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Provide Timeline
- Is there a deadline approaching or just passed we should know about?
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Add anything else we should know
- Issue and questions are often unique. Even if you think something is irrelevant or trivial it can be the clue we need.