Support · EOS Companion

EOS Companion support

Last updated: 2026-04-24

Help, bug reports, data requests, and security escalations for EOS Companion and the XenithPulse Software backend that powers it. Primary channel: admin@xenithpulse.com — we respond within two business days for normal-severity tickets.

1 · Contact channels

Email support

admin@xenithpulse.com

Primary channel. Reply within two business days for normal-severity tickets.

+923197114830

Fastest way to reach an on-call engineer for urgent production issues.

Security disclosures

security@xenithpulse.com

Coordinated-disclosure address. Please do not file public issues for security bugs.

Bug report template

See checklist below

Use the template — it cuts triage time dramatically.

Hours: Monday–Saturday, 09:00–22:00 PKT. Critical-severity tickets are answered out-of-hours.

2 · Response targets (best effort)

Severity	Example	Ack	Target resolution
S1 · Critical	Production outage, data loss, security breach.	≤ 1 hour	≤ 8 hours
S2 · High	Major feature broken, no workaround.	≤ 4 hours	≤ 1 business day
S3 · Normal	Minor bug, workaround exists.	≤ 1 business day	≤ 5 business days
S4 · Low	Question, feature request, cosmetic issue.	≤ 2 business days	Next release window

Targets apply to support inquiries; production SLA is contractually defined per tenant.

3 · Bug report template

Copy this into your email — the more boxes you fill, the faster we can reproduce and fix the issue.

Username:        (e.g. asma.k)
Tenant slug:     (if you know it)
App version:     Settings → About
OS / device:     iOS 17.4 / iPhone 14, Android 14 / Pixel 8
When it started: YYYY-MM-DD HH:mm (PKT)
What you did:    1. opened Bookings  2. tapped filter ...
What happened:   ...
What you expected:
Screenshot / screen recording attached: yes / no

Please do not include passwords, full payment details, or client PII. A redacted screenshot is fine.

4 · Status & outages

Live platform status, ongoing incidents, and the last 90 days of uptime are published at /status. If the app is failing for everyone in your tenant, please check the status page first — there's often already an incident open.

5 · Data requests

· Account deletion — self-serve form, 30-day grace.
· Data export— email support with your username; we'll ship a JSON bundle of the data tied to your account within 14 days.
· Correction / rectification — most fields (display name, role) are owned by your tenant's super-admin and can be corrected from the web ERP.

Full handling rules are in the Privacy Policy.

6 · Frequently asked questions

I forgot my password. How do I reset it?+

Password resets are handled by your tenant's super-admin in the web ERP, not in the mobile app. Contact your workspace admin to have it reset. Once it's reset, the new password takes effect immediately on the next mobile login.

How do I delete my account?+

From the mobile app: Settings → Delete account. From the web: /account-deletion. There's a 30-day grace window before data is permanently purged — see the Privacy Policy for the full schedule.

Where can I read the privacy policy?+

It's at /privacy. It enumerates every data class collected, retention timelines, and sub-processors.

What devices are supported?+

iOS 15.1 or newer, and Android 7.0 (API level 24) or newer.

I'm not receiving push notifications.+

Open Settings → Notifications on your device and confirm EOS Companion is allowed to send notifications. Then sign out and sign back in to re-register your push token. If the issue persists, email support with your username and the approximate time you stopped receiving notifications.

What data does the mobile app collect about me?+

Username and a hashed password for authentication, an app-generated install ID, a push notification token, and IP plus User-Agent on sign-in events for security auditing. The full breakdown is in our Privacy Policy.

7 · Mobile self-service checklist

Pull-to-refresh on any list to force a fresh fetch.
Sign out and back in — this rotates your refresh token and re-registers your push token.
Update to the latest version from the App Store / Play Store.
Restart the device if a permission prompt failed silently.
Still stuck? File a ticket with the bug-report template above.