Support SLA
Support hours: Monday–Friday, 8:30 AM–5:30 PM East Africa Time, excluding Kenyan public holidays. Response targets begin when Zivo receives enough information to identify the affected workspace and issue.
| Package | Support channels | Standard first response | Critical first response | Incident updates |
|---|---|---|---|---|
| Zivo Start | Email and in-product support | 2 business days | Best effort | When material progress is available |
| ZivoPay | Email, in-product and WhatsApp support | 1 business day | 8 business hours | Each business day while active |
| Zivo Business | Priority email, in-product and WhatsApp support | 8 business hours | 4 business hours | Every 4 business hours while active |
| Zivo Expert | Priority support and scheduled account review | 4 business hours | 2 business hours | Every 2 business hours while active |
A production issue that prevents most authorized users in a workspace from signing in or completing a core paid workflow, with no reasonable workaround. Configuration questions and upstream Meta or Safaricom delays are not automatically critical incidents.
Targets are for Zivo’s first human response, not guaranteed resolution time. Meta WhatsApp, Safaricom M-Pesa, internet, device and other third-party incidents may affect resolution outside Zivo’s direct control.
Include the workspace name, affected feature, start time, screenshots or error text, number of affected users and any safe reproduction steps. Never email passwords, API secrets or full payment credentials.
