OTCOGNISHIELD SUPPORT

Support for your
next step

Help with deployment, troubleshooting, updates and recovery for customers and agreed pilot sites.

Request supportPrepare a support bundle

REQUEST SUPPORT

Tell us what happened

Use this form to contact info@otcognishield.com. When direct email is available, submit here; otherwise send the prepared draft from your email app.

Do not include passwords, API keys, raw configurations, network captures or confidential factory information. For an active production or safety incident, follow your site's incident and emergency procedures. This page is not an emergency response service.

OFFLINE PLATFORM · CONTROLLED TRANSFER

Prepare a sanitised support bundle

01

Collect the essentials

Record the platform version, issue time and timezone, visible error messages and recent approved changes. Use the platform's support-bundle export where available.

02

Review before sharing

Inspect the bundle under your site's data-handling process. Remove passwords, tokens, private keys and unnecessary plant details. Share configurations or captures only when specifically requested and authorised.

03

Transfer with approval

Export locally from the offline platform. Use your organisation's approved transfer process; internet access on the production platform is not required. Agree the recipient and secure channel before sending files.

SUPPORT GUIDANCE

Start with the basics

Installation and deployment

Confirm the agreed scope, engineering contact and authorised passive capture method. Record platform version and any installation error before requesting help. Read the deployment overview.

Troubleshooting

Record the time, affected feature, exact error and steps that reproduce it. Avoid repeated restarts or changing collection settings without your site's approval.

Offline updates

Follow the supplied update instructions and your site's change process. Verify the package using the provided checks, preserve a backup and rollback plan, and record the installed version.

Backup and recovery

Use the recovery instructions for your installed version. Confirm that the intended backup and required credentials are available before attempting a restore. Describe the problem in a support request if the correct procedure is unclear.

Response arrangements depend on your agreed engagement or pilot terms. No response time is promised by this page.

WEBSITE PRIVACY

A simple enquiry path.

Website operator and data controller: OTCogniShield Ltd, company number 17476467. Contact info@otcognishield.com about your personal information or this website.

Website AI assistant: topic buttons show prewritten public information without an AI request. If AI is configured and you accept the processing notice, your free-text question is sent through our hosting server to OpenAI to generate a reply. Each question is handled separately; previous questions and replies are not included. This website does not save chat text in an application database or server session, and it does not accept uploads. The current question and answer remain visible in your browser until cleared or the page is closed. Limited session identifiers and request counters protect the service against abuse.

OpenAI API data is not used for model training by default. Responses are requested with storage disabled; OpenAI may still retain abuse monitoring data, normally for up to 30 days, with exceptions under its policies. Processing may occur outside the UK. Read OpenAI data controls. Our host may process technical request information. You can use the topic buttons or contact the team instead of AI. For privacy questions or rights requests, email info@otcognishield.com. AI answers can be incorrect and cannot establish site security, certification or compliance. This internet-connected website assistant is separate from the offline industrial platform.

This website does not use an enquiry database, analytics scripts or advertising trackers. When direct email is enabled, your form details are sent through our mail provider to info@otcognishield.com so we can respond. Otherwise the form prepares a draft for your email app. There is no website enquiry database. Limited session and request information is used to protect the forms against abuse.

Direct form messages are processed by our hosting provider and 123 Reg Professional Email powered by Titan. Email drafts sent from your email app also pass through your chosen provider. Avoid including passwords, confidential captures or sensitive plant information in an initial enquiry.

Hosting and access services may process technical request information. Contact OTCogniShield with questions about handling your enquiry or agreeing pilot data requirements.