Last Updated: July 2, 2026
Introduction
At Cogniminds 360, we are committed to delivering a seamless learning experience to every student, professional, and organization we serve. Whether you are enrolled in a live instructor-led certification course, accessing self-paced learning products, or working with our HR sourcing team, our support team is here to assist you every step of the way.
This Support Policy outlines how to reach us, what our support covers, and the standards of service you can expect from Cogniminds 360.
Scope of Support
Our support team assists with the following:
Course and Learning Support
- Enrollment, registration, and payment queries
- Access to course materials, dashboards, and student portals
- Scheduling, cohort start dates, and session timing questions
- Technical difficulties accessing live online classes or recorded content
- Certification exam guidance and preparation queries
- Course rescheduling and transfer requests
Learning Products
- Download and access issues for purchased toolkits, templates, and workbooks
- Billing and invoice queries for product purchases
- Product content queries and usage guidance
HR Services
- Status updates on active recruitment or HR consulting engagements
- Feedback on candidate submissions and screening reports
- Queries related to workforce planning or HR advisory services
General
- Account access, password resets, and profile management
- Website navigation and registration assistance
- Demo and consultation booking assistance
Not covered under standard support:
- Exam registration fees or vouchers issued by third-party certification bodies (ISC2, ISACA, CompTIA, AWS, Cisco) — these are governed by the respective certification body’s own policies
- Third-party platform issues (e.g., Zoom, exam portals) beyond our direct control
- Custom course or content development outside the agreed project scope
- Refunds or disputes beyond what is covered under our Refund Policy
Support Channels
| Channel | Best For | Availability |
| Phone: +971 56 623 1167 | Urgent queries, enrollment assistance, course access issues | Mon–Fri, 9:00 AM–6:00 PM (GST) |
| Email: info@cogniminds360.com | Detailed queries, billing, documents, HR service updates | Response within 1 business day |
| Website Contact Form: cogniminds360.com/contact | General inquiries, demo requests, consultation booking | 24/7 submission, reviewed during business hours |
| Student Registration Portal: cogniminds360.com/student-registration | New enrollments, cohort registration | 24/7 |
For queries outside business hours, please send an email or submit the contact form and our team will respond on the next business day.
Severity Levels & Response Times
| Severity | Examples | Target Response Time |
| Critical | Cannot access a live session in progress, payment taken but enrollment not confirmed | Within 2–4 hours (during business hours) |
| High | Course access not working before an upcoming session, certification scheduling issue | Within the same business day |
| Medium | Download issues for purchased products, billing discrepancies, account login problems | Within 1 business day |
| Low | General course queries, schedule questions, HR service status updates | Within 2 business days |
We aim to resolve all issues within the stated timeframes. Where resolution depends on a third party (e.g., a certification body or payment gateway), we will keep you informed of progress.
Learning Policies
Attendance and Session Access
Live instructor-led sessions run on a fixed cohort schedule. Students are expected to join sessions on time. Session recordings, where available, are shared with enrolled students within 24–48 hours after the session.
Course Transfers and Rescheduling
If you are unable to attend your enrolled cohort, please notify us at least 5 business days before the start date to request a transfer to an upcoming cohort, subject to availability.
Missed Sessions
Students who miss live sessions are responsible for reviewing any shared recordings or materials. Our instructors may not be able to repeat full sessions individually, but can address specific questions during the next scheduled session or via email.
Self-Paced and Downloadable Products
Purchased toolkits, templates, and workbooks are delivered digitally and are available for immediate download. All sales of downloadable products are final once the download link has been accessed.
Customer Responsibilities
To help us assist you effectively, we ask that you:
- Provide accurate information at the time of registration and enrollment
- Ensure you have a stable internet connection and compatible device for live online classes
- Join sessions on time and follow the instructor’s guidelines during live training
- Contact us promptly if you experience access or technical issues so we can assist before a session ends
- Keep your account credentials secure and do not share login access with others
- Respond promptly to information requests from our support or HR services team when your engagement is in progress
Exclusions
Cogniminds 360 support does not cover:
- Failures of third-party platforms, exam portals, or video conferencing tools outside our control
- Exam booking or rescheduling fees charged by certification bodies (ISC2, ISACA, CompTIA, AWS, Cisco, etc.)
- Course content queries that fall outside the scope of the enrolled program
- Issues arising from the use of an incompatible device, browser, or outdated operating system
- Support requests from unregistered or unverified users
Escalation Process
If your issue is not resolved to your satisfaction through standard support:
- Reply to your existing support email thread and request escalation, or email info@cogniminds360.com with the subject line “Escalation Request”
- Your case will be reviewed by a senior team member within 1 business day
- For unresolved matters, you may request a callback with our management team for direct resolution
Platform Maintenance & Downtime
Planned maintenance to our student portal or website will be communicated in advance via email to affected users. We aim to schedule any maintenance outside peak learning hours. In the event of unexpected downtime affecting a live session, we will reschedule or provide a make-up session at no additional cost.
Policy Updates
This Support Policy may be updated periodically to reflect changes in our services, platforms, or processes. The “Last Updated” date at the top of this page reflects the most recent revision. Continued use of Cogniminds 360 services constitutes acceptance of the current policy.
Contact Us
Cogniminds 360 Phone:+971 56 623 1167 Email: info@cogniminds360.com Website: cogniminds360.com/contact Student Registration: cogniminds360.com/student-registration Trainer Registration: cogniminds360.com/instructor-registration