Standard
Get started with your Cognex assets and browse support as needed. Upgrade to Professional or Enterprise at any time.
- Learn more about your products and solutions with self-service resources and tutorials
- Go further by requesting additional training and resources as needed
Professional
Enhance your partnership with Cognex with key guidance and timely support when you need it most. Includes Standard plan, plus:
- Ensure timely support with fast responses to critical events
- 24/7 access
- Guaranteed response times
- Dedicated telephone hotline
- Unlimited support cases
Enterprise
Take your Cognex partnership to new heights with personalized access and response to technical support resources. Includes Professional plan, plus:
- Minimize disruption with the fastest responses during critical events from advanced support personnel
- 24/7/365 access
- Metrics reports
- Multiple access channels (Phone, email, web, virtual remote assistant)
Support Plan Comparison
Support Plan | Standard (free) | Professional ($) | Enterprise ($$) |
| Availability | Local business hours (9 am - 5 pm) | 24/7 | 24/7/365 |
| Response SLA—Severity 1 (Critical) | 1 business day* | 1 hour | 15 minutes |
| Response SLA—Severity 2 (Serious) | 1 business day* | 2 hours | 30 minutes |
| Response SLA—Severity 3 (Moderate) | 1–2 business days* | 8 hours | 1 hour |
| Response SLA—Severity 4 (Low) | 2–3 business days* | 24 hours | 8 hours |
| Response SLA—Severity 5 (Informational) | 5 business days* | 72 hours | 24 hours |
| Support communication channels | Web, messaging | Email, web, messaging, phone | Email, web, messaging, phone, virtual remote assistant |
| Number of cases | Unlimited | Unlimited | Unlimited |
| Additional services** | N/A | Add-on | Add-on |
* Response times for the Standard Plan are not guaranteed
** Additional services, such as scheduled system health checks, scheduled VPN checks, on-site service, and install and commissioning support, are available at an additional cost
Boost logistics efficiency and uptime with customized support for Cognex logistics solutions. Download the Logistics Customer Support Plan Datasheet.
Note: Support services are offered globally, but only in English.