Knowledge Base Feedback Option and Proactive Product Support Now Available from Cohesity

By Andrew Dobrov • May 24, 2019

The Cohesity knowledge base has grown significantly over the last year with contributions from our customers, site reliability engineers, solution architects, and system engineers. As our knowledge base grows, we are capturing feedback in real time, analyzing the information, identifying trends, and updating our databases. We are then able to continuously refresh our library of knowledge base articles to provide customers with the latest information on a wide-range of topics including:

  • Most frequently reported alerts and log messages with next steps learned from troubleshooting live support cases
  • Top technical issues and resolved releases

However, we aren’t stopping there. As Cohesity strives to provide the highest levels of service to our customers, we have added a new capability that we hope you will utilize frequently. All Cohesity knowledge base articles now offer a feedback option that asks you to confirm that an article resolved your issue. We hope you’ll take the time to let us know how we are doing, and we look forward to receiving your comments and observations.

New Proactive Product Support

Cohesity also now provides proactive product support for customers with registered clusters. The Helios proactive notifications system parses alerts and logs reported on your clusters and searches for a match against one of our notification rules. A match results in an automatically opened support case as well as a proactive email with a knowledge base article.

For a list of proactive notifications, you can refer to the Cohesity knowledge base article here.

In order to receive proactive email alerts, your cluster must be registered, and you must have an account on our support portal.