> ## Documentation Index
> Fetch the complete documentation index at: https://helpdocs.servinix.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Escalation path

> Internal reference for escalating issues beyond Tier 1 support, including engineering, BitBrew, and Danlaw contacts and the expected response windows.

# Escalation path

This article is internal to Servinix support staff. It describes how a complex issue moves from Tier 1 support up through the vendor stack to Danlaw (hardware manufacturer).

This article describes the escalation chain for issues that cannot be resolved at Tier 1. Use it when a customer reports a hardware or telematics problem that requires involvement from BitBrew or Danlaw.

## Escalation chain overview

```
Customer
  └─► Servinix Tier 1 Support (you)
        └─► Servinix Engineering / Tier 2
              └─► BitBrew (telematics platform)
                    └─► Danlaw (hardware manufacturer)
```

**Trexinet (AI CSR / Maya)** is a separate product layer and is not part of the hardware escalation chain. Trexinet issues go directly to Servinix engineering.

## Tier 1 — Servinix Support

**Who handles it:** Support agents using this knowledge base.

**Resolve at Tier 1 when:**

* The issue is a portal or app configuration problem.
* The customer needs help with a workflow (scheduling, invoicing, GPS setup).
* The device LED behavior is explained by the installation guide (normal post-ignition off behavior).
* An RMA can be initiated through the portal without additional investigation.

**Escalate to Tier 2 when:**

* Device LEDs are off and the vehicle is running.
* The device is not reporting data to Servinix and basic installation checks have passed.
* A cable mismatch is suspected (OBDII vs 6-pin vs 9-pin).
* A BitBrew Fulfillment API action is required (cable replacement order, stuck RMA).

**Before escalating, collect:**

1. Device serial number (on the label on the DataLogger device).
2. Vehicle make, model, year, and class.
3. Cable type currently installed (OBDII, 6-pin, or 9-pin).
4. LED behavior observed (off, solid, blinking — and color if applicable).
5. Date and time of last successful telematics ping in the portal.
6. Customer tenant ID.

## Tier 2 — Servinix Engineering

**Contact:** *(placeholder — confirm internal Slack channel or email)*

**Handles:**

* BitBrew data-flow investigation (packet history, device provisioning status).
* Portal or API defects confirmed by Tier 1.
* Trexinet / AI CSR platform issues.
* RMA orders that are stuck in the BitBrew Fulfillment system.

**Escalate to BitBrew when:**

* Engineering confirms the DataLogger is provisioned correctly but telematics data is not reaching the Servinix platform.
* A BitBrew API error code indicates a platform-side issue.

## Tier 3 — BitBrew (telematics platform)

**Contact:** *(placeholder — confirm BitBrew support email or portal)*

**Handles:**

* Device provisioning and network registration issues.
* Telematics data pipeline faults.
* Fulfillment API errors for cable and accessory orders.

**Escalate to Danlaw when:**

* BitBrew confirms the device is not registering on the network.
* Hardware defect is suspected (device fails to power on with confirmed vehicle and cable).
* A warranty replacement or RMA needs Danlaw involvement.

## Tier 4 — Danlaw (hardware manufacturer)

**Contact:** *(placeholder — confirm Danlaw support contact)*

**Handles:**

* Warranty and defect assessment for DataLogger hardware.
* Firmware issues identified by BitBrew.
* RMA logistics (return authorization, refurbishment, re-flashing, shipment).

## Notes on Trexinet

Trexinet is the inbound voice agent product that powers Maya (AI CSR). It is a separate vendor relationship from the telematics stack. Escalate Maya / AI CSR issues to Servinix engineering directly — do not route them through BitBrew or Danlaw.

## Related

* [How to contact Servinix support](/contact-support/contacting-servinix-support/how-to-contact-support)
* [Support hours](/contact-support/support-hours-and-escalation/support-hours)
* [Device not reporting data](/gps-tracking/gps-troubleshooting/device-not-reporting)