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How your track record shapes when you are offered work
Zwivio matches homeowners with contractors using governed routing, not a free-for-all lead blast. Your Reliability Score summarizes recent offer outcomes so we can prioritize partners who consistently respond and follow through.
This page is the straightforward version of what that means for you day to day.
How reliability works
Your Reliability Score is a single number that reflects how reliably you have responded to offers over the last 60 days. It is derived from real outcomes: acceptances, declines, expired windows, and cancel-after-accept. Not from opinions or reviews.
Most contractors sit in a practical middle range. New partners begin from a neutral baseline so a thin early history does not overreact to one or two events; as your record grows, the score tracks your pattern more closely.
How Zwivio evaluates reliability
The core idea is your acceptance pattern across recent offers: accepted outcomes compared with all offers that reached a final outcome (accepted, declined, or expired) in the rolling window.
When you have only a handful of offers, we blend your results with that neutral baseline so the score does not swing wildly from noise. As volume builds, your actual outcomes carry more of the weight.
Cancel-after-accept is handled separately. It is disruptive enough that we treat it as its own signal on top of the acceptance pattern, with limits so one rough stretch does not define you forever.
The score updates as outcomes are recorded. What you see reflects roughly the last 60 days of offer activity.
What supports a strong reliability record
Accepting work you can take
When you accept offers you intend to run, your history reflects dependable follow-through. Routing weighs that favorably over time.
Responding promptly
Quick responses keep homeowners supported and show you are engaged when you are On-Call, which supports a strong overall pattern.
Completing jobs without cancel-after-accept
Offers that move cleanly from acceptance through completion reinforce that you deliver on commitments.
Keeping On-Call accurate
Turn On-Call only when you can realistically respond. That way the offers you see match your capacity, and your outcomes stay aligned with how you actually operate.
What can weigh on your reliability
A pattern of declined offers
Turning down work happens. What routing reflects is the pattern over time, not a single busy day. If you are not available, switching Off-Call is usually clearer for you and for routing than repeated declines.
Letting offers expire
If an offer window closes without a response, it is treated similarly to a decline for your recent-offer history. When you are heads-down, Off-Call reduces noise you cannot serve.
Cancelling after you accept
Accepting and then backing out is disruptive for homeowners and the network. Those events carry extra weight in how we read your track record, beyond the usual accept/decline pattern.
One tough day does not define you. Routing looks at your pattern across the full window, not a single miss. Consistency over weeks is what matters.
How reliability fits into routing
When a homeowner needs help, Zwivio considers every contractor who is eligible for that request. Service area, credentials, payment readiness, and similar gates have to pass before anyone is in the pool.
Among eligible contractors, offer timing is influenced by several things together:
How close you are to the job
Your reliability track record
Your tier
How recently you were assigned work
so opportunities stay fairly distributed. No single checkbox guarantees first offer on every job; demand, urgency, and availability also matter.
We may tune how those factors balance for different kinds of requests. The principle stays the same: homeowners get capable, responsive coverage, and contractors who operate consistently see that reflected in how often and how early they are considered.
The 60-day window
Your score only reflects the last 60 days of offer activity. Older outcomes, good or bad, age out on their own.
That means you can recover from a rough stretch with steady performance. It also means past success does not lock in forever; the score is meant to reflect how you are operating now.
Balancing opportunities across the network
After a recent assignment, routing may temporarily give other eligible contractors more consideration for a short period. That keeps workload from stacking on one partner back-to-back when multiple pros can serve the area.
That balance is temporary and only affects how offers are sequenced among eligible contractors. It does not change your Reliability Score or tier.
Tiers: Starter, Trusted, Elite
Every contractor starts at Starter. Trusted and Elite recognize a sustained track record: reliability, responsiveness, and professional conduct on the platform.
Starter
Where every partner begins. Tier is neutral while you establish history; reliability and proximity still drive how you are considered alongside other eligible contractors.
Trusted
For contractors who have shown consistent follow-through. Trusted standing can improve how early you are considered when other factors are similar.
Elite
Our highest standing for partners with a long, dependable record. Elite contractors are strongly favored when Zwivio routes eligible work, not a promise on every single job, but a clear advantage when the situation allows.
Tier placement is determined by Zwivio from your overall history and conduct. It is not purchased and it is not a public popularity contest. It reflects how you operate on the network.
What does not affect your Reliability Score
These boundaries matter: we want you focused on outcomes you control, not worried about edge cases.
Opening an offer without deciding yet: only letting the offer window expire affects your recent-offer history.
Expressing interest on a Quote: quote interest is not treated like an offer accept or decline for this measure.
A homeowner choosing another contractor for timing: if they pick someone else for a better arrival window, that choice does not count against your reliability.
Reason codes on declines or cancellations: the category you select does not change the outcome; what matters is the outcome type (accept, decline, expire, cancel-after-accept).
Star ratings and written reviews: not part of the Reliability Score today.
Payment readiness and vetting: these determine whether you can be offered work at all (routability), not the reliability number itself.
Location sharing: helps match you to nearby jobs; it does not directly change your Reliability Score.
On-time arrival
We record whether arrivals align with the windows you commit to. That information supports operations and quality today; it is not yet folded into the live Reliability Score.
Punctuality still matters for homeowners and for your reputation with Zwivio. When we extend reliability to include on-time patterns, we will communicate the change clearly. Nothing retroactive or hidden.
Operate like a partner from day one
Go On-Call when you can answer. Accept jobs that fit your crew. Finish what you start. That is the practical recipe routing is built to recognize. It is how strong standing is earned over time.