If you have any questions or technical issues while using servis.ai, there are several support channels available depending on your needs.
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Knowledge Base
We provide detailed articles with images and videos explaining how to use servis.ai, as well as answers to frequently asked questions. Access the Knowledge Base from your profile menu in the top-right corner of servis.ai.
Support
If you are an Administrator in servis.ai, you can contact our Support team.
1. Support Portal
Admins can access the self-service Support Portal to log issues, track their status, and provide additional details. Once authorized, a new option will appear in the profile menu. Access is limited to three admins per account and is managed by our team. For questions, contact support@servis.ai.
Once selected, you’ll be taken to the Support Portal, where you can view existing issues and create new tickets.
As the servis.ai Support team works on your ticket, you can track progress, including updates, notes, and resolution details.
2. Email
Response Times
Standard Response Times
P0 (Critical) Response Times
Account Management
- Healthcare Business Unit: Led by Christine Melvin (General Manager), supported by additional account team members.
- Business Unit X: Led by Maria Lopez (General Manager), supported by additional account team members.
Integration Maintenance
How Issues Get Resolved
- Issue identification & Coda documentation — Coda acts as the first responder, enabling faster diagnosis and resolution.
- Root cause analysis.
- Fix development and validation.
- QA sign-off before deployment.
- Release and post-release monitoring.
- Customer notification and Knowledge Base updates.
Before You Contact Support
When contacting support, you can help speed up resolution by following these guidelines:
- Provide detailed information: Instead of saying “my email isn’t working,” describe the issue clearly. Specify whether it affects only your account or others, how long it has been happening, and whether a specific domain is impacted.
- Include links and screenshots: Share relevant links, usernames, email addresses, and screenshots to help Support quickly identify the issue.
- Servis.ai Administrator: You must be an Admin in your account to access Support services.
