Support policy
This policy applies to every Zres.io subscriber. It sets out how to reach us, when we are available, and how quickly we respond.
It covers the three support points IMDA checks: a 24/7 email or contact form, live support for at least 8 hours a day on weekdays, and service good enough that customers report being satisfied.
1. How to reach us
| Channel | Availability | Use it for |
|---|---|---|
| Support form on this page | 24/7, acknowledged straight away with a ticket number | Any issue or request |
| Email: info@zres.io | 24/7, acknowledged automatically | Any issue or request |
| Phone or WhatsApp: +65 9323 8150 | Monday to Friday, 9:00am to 6:00pm SGT, excluding public holidays | Live help and urgent issues |
| Video call or on-site visit | By appointment, Monday to Friday, 9:00am to 6:00pm SGT | Training, setup and complex issues |
2. Response and fix times
Every request gets a priority. Times are counted in business hours, Monday to Friday, 9:00am to 6:00pm SGT.
| Priority | Example | First response | Target fix or workaround |
|---|---|---|---|
| P1 Critical | Customers cannot book, or the system is down | 2 business hours | Same business day |
| P2 High | Invoices, job cards or reminders are not working | 4 business hours | 2 business days |
| P3 Normal | One feature is misbehaving and a workaround exists | 1 business day | 5 business days |
| P4 Request | Change a service, price or layout; a how-to question | 2 business days | Agreed with you |
Tickets raised outside live hours are acknowledged at once and handled from 9:00am on the next business day.
Weekend cover for P1 issues is being finalised, as weekends are the busiest days for car care businesses. The hours will be added here once confirmed.
3. Making sure the help worked
When we close a ticket, we ask you to rate the help you received. We review these ratings every month and follow up on any that were not satisfied.
4. What support covers
Included in your subscription
- Fixing anything in Zres.io that is not working as it should
- How-to help for you and your staff
- Updating your services, prices, opening hours and service slots
- Help moving bookings or customers when something goes wrong
Quoted separately
- New features, custom booking flows and integrations
- Redesigning your booking page or website
- Problems caused by services outside Zres.io, such as your internet connection or a WhatsApp outage. We will still help you work around them.
5. Getting help faster
A ticket is fixed sooner when it includes:
- Your business name and the booking reference, if there is one
- What you were doing, what you expected and what happened instead
- A screenshot or short screen recording, sent on WhatsApp or email
6. Outages and planned maintenance
If customers cannot book (a P1 issue), we send you an update at least every 2 business hours until it is fixed, and a short summary of what happened and what we changed afterwards.
Planned maintenance is done outside your opening hours. We tell you at least 2 business days ahead on WhatsApp or email.
7. If you are not happy with the response
Reply to your ticket and ask for it to be escalated. A senior member of the team will review it and reply within 1 business day.
8. Changes to this policy
If we change this policy, we will tell every subscriber at least 30 days before the change takes effect. The current version is always on this page.
Contact support
Available 24/7. You will get a ticket number straight away.
Ticket received
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