1. Nature of the Service
Zivni is a Software-as-a-Service (SaaS) field-sales and distribution-management platform delivered entirely over the internet. Subscribers access the Service through:
- The Zivni web application at zivni.com
- The Zivni mobile application for Android and iOS
- HTTPS APIs and webhooks for integrations with your own systems
No physical product is shipped. All references in this document to “delivery” mean the digital activation and continuous availability of the Service.
2. Account Activation & Delivery Time
| Plan / Action | Activation Time |
|---|---|
| Self-service signup & free trial | Immediate — account is usable within 60 seconds of email verification. |
| Paid subscription (card / Raast / wallet via PayFast) | Immediate — access is upgraded the moment payment is confirmed by the gateway, typically within 1–2 minutes. |
| Bank transfer (manual) | Within 1 business day of funds being credited to our account. |
| Enterprise / on-premise deployment | 5–15 business days, agreed individually in your contract. |
| Custom integrations & professional services | According to the timeline agreed in your statement of work. |
3. Mobile App Installation
The Zivni mobile app is available on:
- Google Play Store — standard Google Play download times apply (typically < 5 minutes).
- Apple App Store (where listed) — standard App Store download times apply.
4. Service Availability & Uptime
We target an uptime of 99.5% calculated monthly, excluding scheduled maintenance. Scheduled maintenance windows are announced at least 48 hours in advance via in-app notice and email. Real-time service status is available on request and is shared proactively during any unplanned outage exceeding 15 minutes.
5. Customer Support
| Channel | Hours | Target Response |
|---|---|---|
| Email — support@zivni.com | Mon – Fri, 9:00 AM – 6:00 PM (PKT, GMT+5) | Within 1 business day |
| Phone — +92 307 6660719 | Mon – Fri, 9:00 AM – 6:00 PM (PKT, GMT+5) | Same day |
| WhatsApp — +92 307 6660719 | Mon – Sat | Within 4 hours during working hours |
| In-app help & chat | 24×7 ticket logging | Within 1 business day |
| Enterprise dedicated support | As per signed SLA | As per signed SLA |
6. Data & Document “Delivery”
All data created by you and your team within Zivni (orders, surveys, reports, invoices, letters, payroll summaries) is generated and made available instantlywithin the Service. PDF and CSV exports requested through the user interface are produced on-demand within seconds and downloaded directly by the requesting user.
7. Where We Operate
Zivni is operated from Karachi, Pakistan, and is currently used by customers across Pakistan, the Gulf, the United Kingdom, and Africa. There are no geographical shipping restrictions because there is no physical shipment.
8. What to Do If the Service Is Not Delivered
If you have completed payment but cannot access your paid features within the activation window listed above, please:
- Sign out and sign back in to refresh your account state.
- If access is still missing, email support@zivni.com with the date, amount, and payment reference.
- We will respond within one business day and either resolve the activation or refund the payment in line with our Refund Policy.
9. Service Changes & Discontinuation
We continuously improve the Service. New features may be added, and minor features may be adjusted, without prior notice. If we plan to remove a feature you actively use or to discontinue a plan, we will give at least 60 days’ notice and offer a suitable migration path or a pro-rated credit.
10. Contact
- Ace Communications
- 101 - Khayam Chambers, PECHS Block 2, Karachi - Pakistan
- Phone: +92 307 6660719
- Email: support@zivni.com
- Hours: Mon – Fri, 9:00 AM – 6:00 PM (PKT, GMT+5)