Operational issues
Raised through the escalation matrix configured for your deployment, with defined owners and response windows.
Resources & Support
Everything after the decision.
How deployments are documented, supported and extended — and what to expect from us once you are live.
Documentation
Written for the people configuring it.
Each deployment receives configuration documentation covering the modules in scope: the records they hold, the rules available, and how those rules behave at the edges.
Documentation is issued to your team during implementation and maintained for the life of the deployment. It is not published publicly, because it describes your configuration rather than a generic product.
Configuration guides
Per module, scoped to your deployment.
Operating runbooks
Day-to-day procedures for your teams.
Integration specifications
Field mappings and delivery schedules.
Support
How to reach someone who can help.
Change requests
Configuration changes and new module scope are handled through your account team.
Onboarding
What the first phase looks like.
- 1
Discovery
Your sites, rules, channels, partners and systems, documented.
- 2
Configuration
Modules configured to those rules in a test environment.
- 3
Validation
Your team runs real cases before anything goes live.
- 4
Go-live
A controlled first event or first operating day, supported.
Service levels are agreed per deployment and recorded in your contract. The summary below describes how those commitments are structured; it is not itself a service level agreement.
- Severity definitions agreed with your team, based on operational impact rather than technical cause.
- Response windows per severity, measured from the time a request is raised through the agreed channel.
- Named escalation contacts on both sides, reviewed at agreed intervals.
- Planned maintenance notified in advance and scheduled outside your operating windows where possible.
- Post-incident review for severity-one events, shared in writing.
Partner programme
For the people who deploy with us.
Integrators, agencies and operators who implement or resell Zipr work under a partner agreement covering enablement, support boundaries and commercial terms.
If you work across several destinations and want to standardise on one operating layer, start with a conversation rather than a form.
Enablement
Training and configuration access for your implementation team.
Defined boundaries
Clear ownership between partner support and ours.
Commercial terms
Agreed per partnership, not published here.
