Service Delivery Process

Version: 2.0
Last Updated: 2025-10-25
Owner: Service Delivery
Status: Active Process

Overview

This document outlines Zixly’s standardized service delivery process for SME business automation implementations. Our proven methodology ensures consistent, high-quality service delivery while maintaining flexibility for client-specific needs. We focus on connecting your business systems (Xero, HubSpot, Shopify, Asana) to automate repetitive tasks and save time.

Phase 1: Discovery & Scoping (Week 1)

1.1 Initial Consultation

Duration: 30-60 minutes
Participants: Client stakeholders, Zixly consultant

Objectives:

• Understand business goals and pain points
• Identify automation opportunities
• Assess technical requirements
• Determine project scope and timeline

Deliverables:

• Business process documentation
• Automation opportunity matrix
• Technical requirements assessment
• Preliminary project scope

1.2 Technical Assessment

Duration: 2-4 hours
Participants: IT stakeholders, Zixly technical consultant

Objectives:

• Evaluate existing systems and integrations
• Assess infrastructure requirements
• Identify technical constraints
• Plan integration approach

Deliverables:

• Technical architecture plan
• Integration roadmap
• Infrastructure requirements
• Risk assessment

1.3 Project Planning

Duration: 1-2 days
Participants: Zixly project team

Objectives:

• Finalize project scope and deliverables
• Create detailed timeline and milestones
• Estimate resource requirements
• Prepare service agreement

Deliverables:

• Detailed project proposal
• Service agreement
• Project timeline
• Resource allocation plan

Phase 2: Business Automation Platform Setup (Week 2)

2.1 Infrastructure Preparation

Duration: 1-2 days

Activities:

• Cloud platform provisioning and configuration
• Security hardening (OAuth token encryption, data encryption)
• Backup system setup
• Monitoring configuration (workflow health tracking)

Deliverables:

• Secure automation platform instance
• Backup procedures
• Monitoring dashboard (workflow execution tracking)
• Security documentation

2.2 Initial Configuration

Duration: 1-2 days

Activities:

• Business automation platform configuration
• User account setup (your team members)
• OAuth connections to business systems (Xero, HubSpot, etc.)
• Initial workflow templates (common automation patterns)

Deliverables:

• Configured business automation platform
• User accounts and permissions
• Workflow templates (e.g., invoice automation, CRM sync)
• Configuration documentation

2.3 Integration Setup

Duration: 2-3 days

Activities:

• OAuth configuration for business systems
• API connection testing
• Data mapping and validation
• Error handling setup

Deliverables:

• Connected business systems
• Tested integrations
• Data flow validation
• Integration documentation

Phase 3: Workflow Development (Weeks 3-4)

3.1 Workflow Design

Duration: 2-3 days

Activities:

• Business process mapping
• Workflow architecture design
• Node selection and configuration
• Error handling design

Deliverables:

• Workflow design documents
• Process flow diagrams
• Node configuration plans
• Error handling procedures

3.2 Workflow Implementation

Duration: 3-5 days

Activities:

• Workflow development and coding
• Custom node development (if needed)
• Integration implementation
• Data transformation logic

Deliverables:

• Functional workflows
• Custom code and nodes
• Integration connections
• Data transformation logic

3.3 Testing & Validation

Duration: 2-3 days

Activities:

• Unit testing of individual workflows
• Integration testing with live data
• Performance testing and optimization
• User acceptance testing

Deliverables:

• Tested and validated workflows
• Performance benchmarks
• User acceptance sign-off
• Test documentation

Phase 4: Training & Knowledge Transfer (Week 5)

4.1 User Training

Duration: 1-2 days

Activities:

• pipeline platform overview
• Workflow management training
• Integration management
• Troubleshooting procedures

Deliverables:

• Trained users
• Training materials
• User documentation
• Best practices guide

4.2 Administrator Training

Duration: 1 day

Activities:

• Platform administration
• User management
• Security procedures
• Backup and recovery

Deliverables:

• Trained administrators
• Admin documentation
• Security procedures
• Backup procedures

4.3 Documentation Handover

Duration: 1 day

Activities:

• Complete documentation review
• Process documentation
• Troubleshooting guides
• Support procedures

Deliverables:

• Complete documentation package
• Process guides
• Troubleshooting documentation
• Support contact information

Phase 5: Go-Live & Support (Week 6+)

5.1 Go-Live Support

Duration: 1-2 weeks

Activities:

• Production deployment
• Live monitoring
• Issue resolution
• Performance optimization

Deliverables:

• Live production system
• Monitoring reports
• Issue resolution log
• Performance optimization

5.2 Post-Implementation Support

Duration: 30-90 days (included)

Activities:

• Ongoing monitoring
• Issue resolution
• Performance optimization
• User support

Deliverables:

• Support tickets resolved
• Performance reports
• Optimization recommendations
• User satisfaction feedback

Quality Assurance Process

Code Review

• All custom code reviewed by senior developer
• Security best practices validation
• Performance optimization review
• Documentation completeness check

Testing Standards

• Unit testing for all custom workflows
• Integration testing with live data
• Performance testing under load
• User acceptance testing with stakeholders

Documentation Requirements

• Complete workflow documentation
• User guides and training materials
• Troubleshooting procedures
• Maintenance and support guides

Service Level Agreements

Response Times

• Critical Issues: 2 hours
• High Priority: 4 hours
• Medium Priority: 24 hours
• Low Priority: 72 hours

Availability

• Platform Uptime: 99.5% SLA
• Support Hours: 9 AM - 5 PM AEST
• Emergency Support: 24/7 for critical issues

Performance Standards

• Workflow Execution: < 30 seconds average
• Data Sync Frequency: As configured (hourly/daily)
• Error Rate: < 1% of total executions

Continuous Improvement

Monthly Reviews

• Performance analysis
• Usage statistics
• Optimization opportunities
• Client feedback collection

Quarterly Assessments

• Platform health check
• Security audit
• Performance optimization
• Feature enhancement planning

Annual Reviews

• Strategic planning
• Technology updates
• Process improvements
• Client satisfaction survey

Success Metrics

Technical Metrics

• Platform uptime percentage
• Workflow execution success rate
• Data sync accuracy
• Response time performance

Business Metrics

• Time savings achieved
• Process efficiency gains
• Error reduction
• User satisfaction scores

Client Satisfaction

• Net Promoter Score (NPS)
• Client retention rate
• Referral rate
• Support ticket resolution time

Document Version: 1.0
Last Updated: 2025-01-27
Owner: Zixly Service Delivery
Review Cycle: Quarterly