Always-on support for platforms you can’t afford to pause
Zhift Platforms blends distributed SRE, product, and success teams so your launches, integrations, and managed services stay resilient. Use this hub to see how to get help and what to expect from us.
Operational SLAs
P1 response within 30 minutes and transparent comms every step of the incident lifecycle.
Follow the sun
Lagos HQ plus partner hubs in Nairobi, London, and Toronto keep watch when your users do.
How to engage
- 1
Log the request
Email support or use your project's secure support portal to create a ticket with impact, scope, and logs.
- 2
Connect live when severity increases
For Sev-1 incidents call the hotline; we bridge engineers, incident commander, and client leads immediately.
- 3
Track through resolution
Receive automated status updates, incident timelines, and recovery steps plus PIR scheduling when required.
Support channels
Choose the lane that matches your request
Every engagement includes a blended support pod. Pick the lane that best aligns with the urgency and delivery stream to get the fastest resolution.
Service Desk
Raise incidents or change requests and get routed to the right squad.
- support@zhiftplatforms.com
- Ticket portal (coming soon)
- Business hours + on-call rotation
Critical Hotline
Severe production incidents with high customer impact.
- +234 802 501 7858
- Escalates directly to duty manager
- Follow with ticket for audit trail
Success Partner
Work with your named engagement lead on roadmap or adoption topics.
- Quarterly business reviews
- Operational playbooks and runbooks
- Change enablement support
Response commitments
Clarity on timelines and transparency on fixes
We mirror ITIL-inspired playbooks with product thinking so every fix folds lessons back into your roadmap. Expect proactive updates, collaborative war rooms, and blameless post-incident reviews.
SLA windows
P1 within 30 minutes, P2 within 2 hours, P3 same business day, P4 within 2 days.
Coverage
Core desk operates 08:00–20:00 WAT with global partners covering nights and weekends.
Security first
Incidents follow ISO 27001 playbooks with audit trails and secure artifact handling.
Escalation matrix
Every account has an escalation ladder: Support Specialist → Duty Manager → Head of Delivery → Executive sponsor.
Hotline: +234 802 501 7858
Escalations: escalations@zhiftplatforms.com
Post-incident review scheduled within 5 working days of closure.
Resources
Stay one step ahead with proactive operations
Beyond reactive support, we ship enablement packs so your teams launch confidently. Ask your success partner to plug these assets into your collaboration tooling.
Runbooks & knowledge base
Deployment guides, rollback steps, and FAQs for your environments.
Change advisory support
Facilitation for CAB sessions, readiness reviews, and compliance sign-off.
Post-incident reviews
Structured retros with action tracking to harden future releases.