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Servis.ai Knowledge Base and Support

Last update: May 13, 2026

If you have any questions or technical issues while using Servis.ai, there are different support channels available depending on your issue. 

To find exactly what you are looking for, we recommend the search function. Type in the keyword for your search. As you start typing you will start seeing results. 

Your feedback helps us improve. You can let us know if you found the information helpful at the bottom of each article. 

 

Knowledge Base

We provide detailed articles packed with images and videos on how to use Servis.ai as well as answer some of our most commonly asked questions. Get the information you need in our Knowledge Base by accessing your profile menu in the top right corner of Servis.ai.

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Support

If you are an Administrator within Servis.ai you can reach out to our Support team. 

1. Support Portal

Admins can access the self-service Support Portal to log issues, track their status, and share additional details with the Servis.ai team. Once authorized, they’ll see a new option in their profile menu. Please note that access to the Support Portal is limited to three admins per account, and we manage access. For any questions, feel free to reach out to support@servis.ai 

 

 

Once it’s clicked you’ll be taken to your Support Portal. From here you can see all of your existing support issues and create new tickets.

As Servis.ai Support staff work on your ticket you’ll be able to track the progress. This includes updates, notes, and ticket resolution information

2. Email

support@servis.ai 

Response Times

Standard Response Times

For non-critical issues, response times are tiered by severity. With the introduction of Coda – our AI-powered support agent – fixes are being developed and resolved significantly faster that traditional timelines. 
Production releases follow a structured schedule (Mondays and Wednesdays), which means actual delivery times may vary depending on where a ticket falls in the release cycle. In excepcional cases, a Friday release can be arranged for urgent issues, subjeect to QA completion.

P0 (Critical) Response Times

For P0 incidents, our team responds immediately. Issues are identified, escalated, and actively worked on until fully resolved. Our goal is to resolve the P0 incidents within the same day they are reported, with continous updates provided throughout.
Note: All tickets are submitted through our support portal and tracked to resolution.

Account Management

Each customer is assigned a dedicated account manager who serve as their primary point of contact for escalations, relationships management, and issue prioritization. For urgent matters, customer can reach their account manager directly outside of the standard ticketing flow.
Our Account Management is structured by business units:
  • Healthcare Business Unit: Led by Christine Melvin (General Manager), supported by additional account members assigned to individual accounts.
  • Business Unit X: Led by Maria Lopez (General Manager), supported by additional account members assigned to individual accounts.

Integration Maintenance

Our platform integrations are actively monitored and maintained by our engineering team – led by Jaime Valdivia for the Healthcare Business Unit and Gerardo Vega for the X Business Unit. In the event of an integration issue, our team works to identify and resolve it as quickly as possible, including rollbacks when necessary.

How Issues Get Resolved?

When an issue is reported, it is triaged by our support team, documented, and routed for resolution based on severity and customer impact. Our Process includes:
  1. Issue Identification & Coda Documentation – Coda, our AI-powered support agent, is the first responder in our resolution pipeline, enablign faster diagnosis and fix development.
  2. Root cause analysis.
  3. Fix development and validation. 
  4. QA Sign-off before deployment.
  5. Release and post- release monitoring.
  6. Customer notification and knowledge base update.
Note: For P0 incidents, this process is expedited and all steps run in parallel to minimize downtime.

Before you contact Support

When chatting or emailing support, there are a few things you can do to ensure your issue is solved more quickly:

  • Provide Detail: Instead of just typing “my email isn’t working” try to provide more detail concerning what exactly is happening. Is it your account that’s being affected or are there others? How long has this been happening? Is there a specific email domain having issues? The more detail the better.
  •  Include links and screenshots: Our Support agents can access your account if needed. Let us know if there are specific accounts or parts of Servis.ai you’re having issues with by sharing links, usernames, email addresses, and screenshots of the issue if possible.
  •  Servis.ai Administrator: You need to be an Admin within your Servis.ai account to take advantage of Support services.
Picture of Alan Perez
Alan Perez

Technical Writer

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