Support Process

Users under maintenance are provided a login account to the Cohga on-line support system at http://cohga.helpserve.com

The user may lodge support requests by email to support@cohga.com, or interactively on-line, as well as monitor the status of their support tickets. The user that logs into the on-line support site may be assigned a role where the user may see all tickets associated with their site, or only those tickets submitted by that user. The setting up of this role is done in consultation between Cohga and the Weave user’s site administrator.

On receipt of a support request, the Cohga support system issues an email notification to the person submitting the request along with the appropriate new ticket number. This notification usually occurs within thirty minutes.

The support tracking system issues a notification to the support team and one of the team is assigned responsibility for acting on the support request. The support team responds to tickets usually within two hours during normal business hours on Monday through Friday (AEST).

Support requests may be lodged at any time however under the current support level, action by the Cohga support staff is limited to normal business hours Monday through Friday. This can be changed on negotiation with Cohga.

The person who submitted the support request can track progress of their ticket(s) by logging in to the on-line support system.

The Cohga support staff are from the Weave Design and Development team in Melbourne and Adelaide Australia.