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 ([email protected]) | 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.