Cohesity Support

20 November 2024

Reach Cohesity Support

There are several ways to create a Cohesity support case.

  • Go to Cohesity Support, to search in our knowledge base; or contact us by phone - United States and Canada: 1-855-9CO-HESI (926-4374), option 2.

  • Log in to the Cohesity Support Portal to create a new case.

  • Click the (?) icon on the Cohesity UI and select Support Portal.

Creating a customer support case for Cohesity Cloud Services (CCS)

When creating a customer support case for Cohesity Cloud Services (CCS), follow the steps listed below:

  1. Mention CCS in the subject and select CCS as the Issue Type.

  2. Provide the case information.

  3. Edit the Case Subject as per you cloud region. For example, for AWS region, CCS (AWS_Region): <Input Issue Subject Information>.

  4. Update the Issue Type field to CCS.

Additionally, provide the Cluster ID and the Support Token information if a SaaS connector is involved.

Support/Service Assistance

First contact the Service Provider that you have contracted for service and support. If you work directly with Cohesity and have a product warranty/entitlement, repair pricing or technical support related question, see your options below:

  • To find solutions to your product issues or for suggestions or best practices, visit Cohesity Knowledge Base.
  • Log in to the Cohesity Support Portal to create a new case.
  • To monitor your open cases, log in to the portal, and click the Cases tab on the home page. This page should have all the case statuses and updates. You can also view individual case status.

Cohesity Software Running on Partner Hardware

For Cohesity software running on qualified third-party hardware, the following support workflow applies:

  1. The customer may contact Cohesity Support first if the issue cannot be determined as a hardware issue.

    2. Cohesity cannot process hardware replacement requests for partner hardware.

  2. Cohesity Support triages the issue. If it is a software issue, Cohesity Support continues to work on it.
  3. If it is a hardware/firmware issue or is suspected to be a hardware/firmware issue, Cohesity provides information about the issue to the customer and requests that the customer open a support ticket with the appropriate partner.
  4. If needed, Cohesity Support can join a three-way call with the partner and the customer.
  5. The customer informs Cohesity Support on the progress of the partner’s case.