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Support hours

This article describes when Servinix support is available and what response times to expect for each channel.

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Business hours

Servinix support operates during the following hours (placeholder — confirm exact hours and time zone):
DayHours
Monday – Friday9 AM – 6 PM ET
SaturdayClosed
SundayClosed
Public holidays observed in the United States may affect availability. When support is closed for a holiday, a notice will be posted on the support site.

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Expected response times

ChannelTarget first response
Email (support@servinix.com)Within 1 business day
Support formWithin 1 business day
Cosmos Assistant (in-portal)Immediate (automated)
Response times apply to tickets received during business hours. Tickets submitted outside of business hours are queued and addressed on the next business day.

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After-hours issues

The Cosmos Assistant panel (◆ in the portal navigation) is available 24/7 and can answer questions about jobs, estimates, fleet status, and workspace settings without waiting for a human agent. For critical issues outside business hours — for example, a GPS device that has stopped reporting data — submit a ticket by email with “URGENT” in the subject line. Urgent tickets are reviewed at the start of the next business day (placeholder — confirm whether an after-hours on-call path exists).

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Severity guidelines

Use these guidelines when describing your issue so the support team can prioritize correctly:
  • Critical — System is down or a core workflow (dispatch, invoicing, GPS tracking) is blocked for all users.
  • High — A key feature is impaired but a workaround exists, or the issue affects a subset of users.
  • Normal — A non-urgent question, configuration request, or minor visual issue.