Covene is committed to the timely response and resolution of all support requests. Service ticket requests may be submitted any time via our Support Portal or directly via email (firstname.lastname@example.org). Ticket requests submitted Monday through Friday between 9:00 AM and 5:00 PM US Central Time, excluding observed holidays, will be responded to within one (1) hour. Requests outside of these times will be responded to on the next business day. Our support service includes assistance with installation, configuration, use, and software issues.
To ensure the most expedient resolution of your support request, please include the following items for requests regarding Covene Cohesion:
- Service & Web log files from the Covene Cohesion server
- Log file from the Covene Cohesion Outlook Add-In
- Screenshots, if available
- Steps to recreate the issue
For more information about enabling logging within the Covene Cohesion product, please see the installation guides in our Documentation section.