Frequently Asked Questions

SERVNORA is a customer experience intelligence platform for HVAC, plumbing, and other home-service companies. After every completed job, it automatically collects feedback by SMS, detects sentiment, invites all customers to share their experience on Google, creates recovery opportunities for unhappy customers, and provides technician performance insights — so you know exactly what is driving customer satisfaction.

New workspaces get a free 14-day trial with full access to the platform. No credit card is required to start. When the trial ends, you can choose a paid plan or stop using the Service.

When a job is marked completed, the Automation Engine schedules a feedback request according to your settings: an optional delay, your quiet hours (so customers are never messaged late at night), a per-customer cooldown, and a daily request limit. The customer receives a personalized SMS with a secure, expiring link unique to their job. You can edit every message template in Settings, or disable automation entirely.

Responses are routed by sentiment. A positive response shows a thank-you screen with an optional "Leave a Google Review" button. A neutral response stores the feedback, sends a follow-up message, and still invites the customer to leave a public review. A negative response apologizes, collects details, creates a recovery case for your team to follow up, and still invites the customer to leave an honest public review.

No. Leaving a review is always optional. Link clicks are tracked, but a review is never counted as completed unless it is actually verified — SERVNORA never assumes a review happened just because a link was opened.

Yes. Customers can reply STOP, UNSUBSCRIBE, CANCEL, END, or QUIT at any time. We honor opt-outs end to end: opted-out customers are never messaged again, the choice is recorded with a full audit trail, and your team can review and manage unsubscribed contacts from Settings.

Every negative or actionable response can become a recovery case with a priority and an SLA deadline you configure. Cases that miss their response target are escalated automatically, sorted to the top of the queue, and can notify your team out-of-app via a Slack-compatible webhook (Slack, Discord, or Teams). Your team logs every customer contact and resolution — outcomes are recorded from real follow-up, never assumed.

Yes. Data is encrypted in transit (TLS), passwords and API keys are hashed at rest, and every workspace is isolated from every other — no company's data is ever visible to another. Access is controlled by role (Owner, Admin, Office Manager, Dispatcher), and sessions are revocable. See our Privacy Policy for full details.

Yes. The CSV import wizard walks you through upload, column mapping, validation, review, and import — with duplicate detection, error reports, and a per-row audit trail so you always know what landed and why.

Phase 1 supports CSV import for customers, jobs, and technician data. SERVNORA also provides a REST API for programmatic data access where available. You can import customers and jobs via CSV or use our API to push data programmatically. The API lets you read jobs and feedback, resolve feedback, and ingest completed jobs for custom integrations and dashboards.

The dashboard gives you jobs, SMS, response-rate, satisfaction, and review KPIs, plus charts for revenue, ratings trends, and review activity. Deeper surfaces include the feedback funnel, review center with reputation health, technician performance leaderboard, SMS center, and reports — most with CSV export. Every piece of feedback feeds into actionable insights so you can improve your service.

Yes. Test mode lets you run the full automation flow — queue a job, send, and simulate a positive, neutral, or negative reply — with every message clearly marked as simulated and never reaching a real carrier.

You can stop using the Service at any time. When you cancel, production SMS and API access stop, your workspace enters a 30-day retention window, and you can export all of your data (jobs, customers, feedback, and SMS logs) in CSV or JSON format at no charge during that window. After the retention window your workspace is suspended and remains exportable until you confirm permanent deletion with SERVNORA support, subject to legal retention requirements.

If you have questions, contact us at support@servnora.com.

Yes. You can export jobs, customers, feedback, and SMS logs as CSV files from the relevant pages in the app. If you are closing your account, you may also request a complete data export in CSV or JSON format within 30 days of termination — contact us and we will provide it at no additional charge.

Yes. SERVNORA provides a REST API (API-key authenticated) for reading jobs and feedback, resolving feedback, and ingesting completed jobs. You can generate an API key from Settings and send it in the X-API-Key header. The API is documented at the /api/v1/ endpoints. You can use it to build custom integrations, sync data with your existing tools, or embed feedback data in your own dashboards.

Every workspace supports multiple team members with role-based access. Four roles are available:

• Owner — full access to everything, including billing, settings, and member management.
• Admin — full operational access but cannot manage billing or remove the Owner.
• Office Manager — can manage jobs, customers, feedback, recovery cases, and technicians.
• Dispatcher — can view and update jobs and technicians but cannot access billing or settings.

Owners and Admins can invite new members, change roles, suspend accounts, and revoke sessions from the Team page in Settings.

SERVNORA offers four plans:

• Starter — for small teams getting started: email feedback requests, a customer feedback dashboard, satisfaction tracking, and public review invitations.
• Professional — the most popular plan for growing companies: SMS + email feedback requests, negative-feedback detection, automated recovery workflows, and technician scorecards.
• Business — for multi-location operations that need higher feedback volume and more advanced reporting.
• Enterprise — for large organizations with custom feedback volume and integrations. Contact us for pricing.

Every plan starts with a free 14-day trial. Compare features and pricing on the Billing page after you sign up.