> ## 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.

# Support hours

> Servinix support operating hours by region and expected response times by channel—portal chat, email, and phone—for each customer support tier.

# Support hours

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

## Business hours

Servinix support operates during the following hours *(placeholder — confirm exact hours and time zone)*:

| Day             | Hours          |
| --------------- | -------------- |
| Monday – Friday | 9 AM – 6 PM ET |
| Saturday        | Closed         |
| Sunday          | Closed         |

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.

## Expected response times

| Channel                                                     | Target first response |
| ----------------------------------------------------------- | --------------------- |
| Email ([support@servinix.com](mailto:support@servinix.com)) | Within 1 business day |
| Support form                                                | Within 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.

## 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)*.

## 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.

## Related

* [How to contact Servinix support](/contact-support/contacting-servinix-support/how-to-contact-support)
* [Submit a bug report](/contact-support/contacting-servinix-support/submit-a-bug-report)
* [Can't sign in](/account-billing/account-troubleshooting/cant-sign-in)