Set. Train. Support.How a model USR partner works
Our operating model, support targets, quality gates, the numbers we share and the rules we keep. Customers know what to expect; partners can copy it.
Set. Train. Support. in three stages
The same model for a 10-person company or a 2,000-person group, in any country.
- Kick-off and written plan
- Configuration with AI drafts
- Data move and parallel run
- Role-based quick starts
- Live and recorded sessions
- USR Academy L1 for key users
- Tickets in USR Desk
- Monthly health checks
- Next app when you are ready
Our support targets
Targets for tickets raised through USR Desk. Contract terms come from your USR INFOTECH agreement.
| Priority | Example | First response | Next step |
|---|---|---|---|
| Critical | System down or payroll blocked for everyone | 4 hours, every day | Work-around within 1 working day |
| High | A key process blocked for a team | 8 working hours | Plan within 2 working days |
| Normal | A how-to question or a single user issue | 1 working day | Answer within 3 working days |
| Low | An idea, report request or small change | 2 working days | Planned with you |
Six gates every project passes
We do not move to the next stage until you sign off the gate.
- Kick-off signedGoals, users, dates and owners agreed in writing
- Design approvedConfiguration plan reviewed by you
- Data checkedImport report with zero blocking errors
- Parallel run passedOld and new results match on a sample
- TrainedEvery role completed its quick start
- Go-live sign-offYou confirm, then support starts
Five numbers we share with you
| Measure | What it means | When you see it |
|---|---|---|
| Time to go-live | Days from kick-off to first live use | Shared at every project review |
| First response | Time to the first human reply on a ticket | Against the targets above |
| Adoption | Share of invited users active in the last 30 days | Monthly health check |
| Training done | Roles trained and certified in USR Academy | Per project |
| Customer score | One-question rating after each closed ticket | Every ticket |
Our partner rules
- You buy from and are invoiced by USR INFOTECH. We never ask you to pay us directly.
- We see only the data a task needs, as USR INFOTECH's sub-processor, and log our access.
- We publish a customer's name or logo only with written consent.
- We never use another vendor's name or logo to sell, and never criticise competitors.
- We raise every product fault and idea to USR INFOTECH, and tell you what happens next.
AI drafts, people decide
AI speeds up set-up, data move, training and support. See eight AI use cases.
Local language, local hours, local rules: trained by OKR Stars, appointed by USR INFOTECH.
If OKR Stars delivers, why does USR want more partners?
OKR Stars is one delivery centre in Bengaluru. Customers in every city, region and country need a partner close to them. So USR INFOTECH appoints partners everywhere, and OKR Stars trains them to deliver the same way we do.
We cannot be in every city
Customers want someone nearby: on-site visits, their language, local payroll and tax rules, and their working hours. A local USR partner gives them that.
One hub cannot serve every customer
USR Apps is built to grow worldwide through partners. OKR Stars is the delivery centre that sets the standard; partners carry it to many more customers.
Customers trust their own advisers
CA firms, HR consultants and software partners already know their customers. USR wants those relationships, not to replace them.
Customers get a choice
USR INFOTECH shares each lead with OKR Stars or a USR partner based on capability, skills and location advantage, so the customer gets the best fit.
OKR Stars makes partners stronger
We train and coach partners, share our playbook, quality gates and website model, and stand behind complex projects as the USR centre of excellence.
The maker stays neutral
USR INFOTECH alone appoints partners and sets the same rules for all. Customers a partner brings stay with that partner.
How USR shares leads: on merit
| What counts | What USR looks at |
|---|---|
| Capability | USR Academy level (L1 to L3) and the number of certified people in your team |
| Location advantage | Your city, region, country, languages and time zone |
| Domain skills | Industries and departments you know: HR and payroll, finance, sales, service, operations |
| Track record | Go-lives on time, customer ratings and support response |
| Present set-up | An existing implementation and support team, customer base and other software you already deliver |
From application to your first customer
Already deliver other business software? You get preference.
USR gives more preference to partners who already work with several software brands, because their present set-up and experience help customers go live faster, and help the partner earn more.
Partner terms, tiers and margins are set by USR INFOTECH in your partner agreement. OKR Stars does not appoint partners or set terms.
Sales, delivery, service, people, finance and operations: all on USR Apps.
As a USR partner, OKR Stars runs every department on USR Apps
We do not just set up USR Apps for customers. We use them every day to run OKR Stars itself, from sales to support to our own people. Every USR partner can do the same, and that is a strength most HR software partners do not have.
Sales and partners
Leads, deal register, quotes and demos
Delivery
Project plans, quality gates and customer sign-offs
Service and support
Tickets, service status, ratings and health checks
People
Hiring, training, OKRs and reviews for our own team
Finance
Expenses and our own accounts
Operations
AI help, dashboards, IT assets and events
What this means for USR partners
Beyond HR: a USR partner compared
| A typical HR software partner | A USR partner, like OKR Stars | |
|---|---|---|
| Apps for the partner's own business | Usually HR tools only | People, Sales, Service, Finance and Operations |
| Apps the partner can offer customers | HR and payroll | 40+ USR Apps across five suites |
| Upsell and cross-sell | Limited to HR add-ons | Department by department, to the same customer |
| Partner operations | Spread across separate tools | Run on one platform, with AI help built in |
| Proof for customers | Slides and demo data | The partner's own live use, like OKR Stars |
How USR Apps are made available to a partner for its own use is set by USR INFOTECH in the partner agreement. Your business data stays yours.
Tell us what you need
Set-up, a support question, training for your team or a visit to the experience centre. A named OKR Stars expert replies, usually within one working day.
OKR Stars: one partner, from kick-off to everyday use
One named expert takes you from set-up and data move to training and support, across USR People, Sales and Marketing, Service, Finance and Operations apps. Start with one suite and we add the next with nothing to re-key.