Zynk follows a structured and transparent communication framework to ensure timely information flow, efficient escalation, and operational clarity for all partners.Pre-sales communication and commercial escalations are handled via Telegram, enabling responsive discussions during evaluation and onboarding stages.Technical integration, operational coordination, and ongoing support are managed through Slack. Upon onboarding, a dedicated Slack channel is created for each partner. This channel serves as the primary operational interface and is integrated with Zynk’s backend systems.Through this channel, partners receive automated and real-time updates related to:
• Platform availability and incident notifications
• Scheduled maintenance windows and planned outages
• Partner-specific transaction limits and operational advisoriesZynk’s technical on-call support team actively monitors this channel, allowing partners to raise queries, request assistance, and resolve issues in real time. For urgent or high-priority matters, partners may tag Zynk-Helpdesk to ensure expedited attention.In addition, platform-wide announcements—including API updates, new corridors, feature releases, and important notices—are regularly published via the [Zring] Zynk Updates bot. Partners are encouraged to monitor these updates to stay informed of ongoing developments.
To further enhance transparency, Zynk maintains a publicly accessible uptime and incident status page at https://status.zynk.money, where partners can independently track real-time system availability, historical uptime metrics, and incident reports. SLA and Incident Response#
Zynk follows a defined service-level framework to ensure timely response and resolution of operational and technical incidents.Support availability:
Zynk provides operational and technical support during business hours, 8:00 AM to 10:00 PM (IST).Incident response & resolution targets:Critical incidents (platform unavailability, transaction blocking issues): Acknowledged promptly and targeted for resolution within 3–4 hours.
Non-critical incidents (degraded performance, non-blocking issues): Targeted for resolution within 12 hours.
Isolated or infrastructure-dependent issues (external provider or network dependencies):
Onboarding communication and steps#
Our onboarding process is designed to be structured, transparent, and efficient, ensuring a smooth transition from initial discussions to production launch.Typical onboarding timeline:
Up to 2 weeks, subject to timely completion of required steps.1.
Legal Foundation — Mutual Non-Disclosure Agreement (M-NDA)
• Review the shared NDA and provide confirmation or feedback
• Share authorized signatory details (legal entity name, signatory name, role, email, jurisdiction)2.
Technical Review — API Documentation
• Technical team reviews documentation
• Note questions, dependencies, or integration constraintsA technical deep-dive call is scheduled to align on the integration approach.3.
Requirements Gathering — Customer Questionnaire
• KYB and compliance initiation
• Commercial agreement finalization (MSA & pricing)
• Technical integration planningUpon completion of:
• NDA execution
• Questionnaire submission
• KYB and compliance checks
• Technical integration and testingProduction access is enabled and the partner is transitioned to live operations. 