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Upgrade FAQs
Upgrade FAQ's
Upgrade FAQ's

See a list of FAQ's relating to your Zipline Upgrade on 26 September 2022

Customer_Support avatar
Written by Customer_Support
Updated over a week ago

1. Why is our Zipline service being upgraded?

This upgrade will make managing compliance for your facility and people easier, plus you’ll enjoy a smoother user experience.

Once upgraded, you’ll be able to enjoy:

  • A more intuitive, simpler experience for visitors, staff and contractors

  • Ability to capture richer compliance data

  • A range of new features to meet your compliance needs whilst being an easy platform to use

2. Will there be any disruption to our Zipline service during the upgrade?

We will run the upgrade out-of-hours so there's no disruption to your system.

3. What will happen to all of our existing data?

Zipline will migrate all of your data over to the new platform so that all data relating to locations, devices, visitors, etc will be automatically in the new system, ready for you to use.

4. Does the upgrade cost anything?

No, the upgrade is free of charge. However, you now have access to a range of additional frontline compliance modules including Zipline QuickStart and Advanced Contractor Compliance. Please contact your Customer Success Manager should you wish to discuss these modules in more detail.

5. What do we need to do?

We will manage the upgrade for you, however, there a few steps that we require you to take prior to 19 September 2022:

  1. Inform your executive stakeholders about the upgrade

  2. Work with your Customer Success Manager to schedule in a Zipline facilitated training session during the week of 19-23 September

  3. Inform your frontline employees who manage and use the system about the upgrade and ensure they sign up for the Zipline facilitated training session

  4. We need to run a short coordination activity with your relevant employee in order to upgrade the device interface. This should only take a few minutes. Please put us in touch with the correct person by 19 September 2022 so that we can coordinate this.

  5. All team members will be sent an email with the URL to the upgraded Management Portal. You will be asked to set up a new username which you will use to log into this new portal. All team members will need to follow the instructions in the email in order to access the new portal.

6. How long will the upgrade take?

We will run the upgrade out-of-hours so there's no disruption to your system. The upgrade should take no more than 1 hour during this time.

7. What do we need to tell our teams?

Prior to 19 September 2022, please follow the below steps:

  • Inform your executive stakeholders about the upgrade

  • Inform your frontline employees who manage and use the system about the upgrade using and ensure they sign up for the Zipline facilitated training session

  • We need to run a short coordination activity with your relevant employee in order to upgrade the device interface. This should only take a few minutes. Please put us in touch with the correct person by 19 September 2022 date so that we can coordinate this.

  • All team members will be sent an email with the URL to the upgraded Management Portal. You will be asked to set up a new username which you will use to log into this new portal. All team members will need to follow the instructions in the email in order to access the new portal.

8. How will we know when our service has been upgraded?

Once the upgrade has occurred, you will notice updated screens on all devices with a smoother user experience.

After the upgrade, you will also log into the upgraded new Management Portal though a new URL. This URL will be sent to you via email along with directions on how to set up a new username.

During the training session, your Customer Success Manager will take you through the new user interface and upgraded Management Portal to ensure you are comfortable with the new look and feel and answer any questions you may have.

9. What happens to our data during the upgrade?

Zipline will migrate your data to our new upgraded platform. The data will be fully encrypted in transit.

10. Is there any risk of a privacy breach during the upgrade?

No. All your data is being migrated securely, there is no increased risk to privacy. At Zipline, data privacy and security is our number one focus with all of our infrastructure providers ISO27001, 27017, 27018; and SOC 1, 2, 3 certified.

11. Will we have to set up our locations again?

No, Zipline will manage the upgrade for you.

12. Do we have to reconfigure our devices?

We need to run a short coordination activity with your relevant employee in order to upgrade the device interface. This should only take a few minutes. Please put us in touch with the correct person by 19 September 2022 date so that we can coordinate this.

13. Is it possible to lose data or have data not be carried over?‍

14. How do we log into the upgraded Management Portal after the upgrade? Will our login details have changed?

All team members will be sent an email with the URL to the upgraded Management Portal. You will be asked to set up a new username, which you will use to log into this new portal. All team members will need to follow the instructions in the email in order to access the new portal.

Should you need to add new team members to the upgraded Management Portal, please follow the below steps:

  1. Log in to the upgraded Management Portal, Select 'Team Management' on the left hand side.

  2. To add a new user, click the Invite Team Member button on the top right hand side

  3. Enter the details for the team member that you are adding and then click 'invite' at the bottom of the screen.

  4. Once you click 'invite' an email will be sent to the new team member with instructions outlining how they should join. The email will ask them to follow a link to set a password. Until they open the email and follow the steps, they will not be added as a team member.

15. How do we know how to use the upgraded platform?

Zipline will facilitate a training session with your frontline team during the week of 19 September 2022.

Please coordinate with Zipline on the time and date of this training and then ensure all relevant team members are invited.

The training will take you through the upgraded user experience as well as the new upgraded Management Portal. During the training, any questions you may have will be answered.

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16. How can we now access reports relating to our Zipline System?

Post upgrade, you will need to request access to the new Executive Reporting Dashboard. Please follow the steps below:

1. Contact your Customer Success Manager who will send through an email with an invitation to the RateIt Portal

2. Open the email and click ‘Accept Invite’

3. Follow the steps to create a password for the RateIt Portal

4. Once you have clicked ‘Create Password’ you will be taken to the RateIt Portal. If this does not occur click here and log in using the email address to which the invite was sent as your username and the password you created

4. Navigate to the Premium Insights Tab on the top menu bar

5. View the report

17. What is the Executive Reporting Dashboard?

The Executive Reporting Dashboard pulls together key data and insights relevant to your Zipline System. You can filter the data by a specific period, location or by a specific visitor type. Below is a list of the data and insights that are available in the dashboard:

- Total visits

- Visits breakdown by visitor type

- Visit timeline by visitor type

- Peak check-in days

- Peak check- in times

- Foot traffic by location and device

- Check-in permutations

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