How to reach a Coneqt engineer, what to send with a ticket, and how issues escalate — for live deployments and evaluations alike.
Last updated · 4 September 2026
Raise a ticket against a site, machine or user account. Your deployment engineer sees it directly.
For configuration questions, report requests and anything that is not stopping production.
Existing customers can call the number in the support portal when data has stopped and production is affected.
Every subscription includes support. The level attached to your tier is Standard on Basic, Priority on Professional and Dedicated on Enterprise.
Dedicated support means a named engineer who knows your plant. Response targets and any hours of cover are confirmed in your order form rather than promised on this page.
The more of this you include, the faster it resolves:
Tickets are triaged on impact. Anything where data has stopped arriving from a live machine, or where a dashboard is materially wrong, is treated ahead of configuration and reporting requests.
If a ticket is not moving, ask for it to be escalated — that is a legitimate request and it reaches a lead engineer, not a queue.
If the cloud link drops, edge components keep recording and resynchronise when the connection returns. A gap on a dashboard during an outage usually fills in by itself once the link is back.
If the gap does not fill within a reasonable period after connectivity returns, raise a ticket — that is not expected behaviour.
Adding a machine is a support request, not a project. Licensing follows the per-machine, per-month model, and the new asset appears once it starts sending data.
User management is in the product on every tier. Site-wise dashboards and multiple sites require Enterprise.
We give reasonable notice of planned maintenance and schedule it to avoid disrupting monitoring wherever possible. Edge recording continues during platform maintenance.
Evaluations get the same engineers. Tell us what you are testing and we will help you get a line reporting properly.
A two-week pilot on a single line, on your data, with your team. No rip-and-replace and no new hardware in most plants.
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