> For the complete documentation index, see [llms.txt](https://docs.reachplatform.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.reachplatform.com/foundation-platform-overview/reach-platform-offering.md).

# Reach Platform offering

End-to-end capabilities, scope, and operating model for the Reach Platform.

### Overview

**Reach Platform** is a managed MVNO platform for commerce, activation, billing, account management, care, and reporting. It ships as a white-label web and mobile experience.

#### Customer-facing surfaces

* **Branded website**
* **Mobile app** (“That’s My Mobile”)
* **Self-service portal** (My Account / MyAccount)

#### Brand team surfaces

* **Reach Central** for sales, support, and business oversight

Brand differences are handled through configuration, not custom builds.

### At a glance

* **What it is:** a managed platform for launching and operating mobile services
* **What it replaces:** a custom-built MVNO stack
* **Who it’s for:** MVNO brands and ECHO tenants on Reach

### Scope

#### Included

**Customer experience**

* White-label website and mobile app
* Self-service portal
* Device and SIM order, fulfillment, and activation flows
* Transactional and promotional communications

The detailed account rules behind these journeys follow the standard account management policy.

**Commerce, billing, and payments**

* Payment processing
* One-time and recurring billing
* Invoicing
* Standard tax and compliance handling
* Product catalog for plans, add-ons, bundles, and offers

Catalog governance, charging logic, and payment handling follow the standard platform policies.

**Network and provisioning**

* Activation across supported carriers
* Eligibility checks and service provisioning
* SIM and eSIM inventory management
* Network diagnostics
* Support for MVNE and MVNA models

SIM handling and carrier-specific behavior follow the standard platform rules.

**Reach Central**

* Sales workflows
* Support workflows
* Analytics and operational oversight
* Customer lifecycle visibility

Standard reporting outputs are available through Reach Central.

**Support, reporting, and APIs**

* L1 tools for brand agents
* Reach-provided L2 and L3 support
* Standard dashboards and reports
* Standard Reach APIs and onboarding guides

Standard customer messaging, fraud controls, and abuse protections are included in the platform.

**Onboarding**

* Configuration-driven setup
* Supported custom domain setup
* Bolt-on enablement from the approved list
* Launch readiness checklist

Use the onboarding pages in this section for required inputs and sequencing.

#### Available as add-ons

Add-ons are scoped on a **time and materials (T\&M)** basis.

* UI or UX changes beyond standard templates
* Fully bespoke mobile app
* Custom SIM kits, packaging, or inserts
* Custom SPN. Default SPN is **Mobile**
* Custom business logic or workflows
* Advanced discount logic
* Custom third-party integrations
* SSO for agents or customers
* Custom dashboards, metrics, or reporting views
* Communication changes beyond default branding

### Target users

| User                          | What they do                                                                             |
| ----------------------------- | ---------------------------------------------------------------------------------------- |
| Customers                     | Buy plans, activate service, self-serve, and contact support                             |
| Brand sales agents            | Create orders, onboard customers, and apply promotions in Reach Central                  |
| Brand support agents          | Manage profiles, view billing, create tickets, and escalate to Reach L2/L3               |
| Brand business stakeholders   | Review analytics, reporting, and operational performance                                 |
| Brand admins / product owners | Define plans, pricing, bundles, add-ons, and brand assets within supported configuration |

### Core capabilities

Customers browse web or app, check out, activate service, and manage their account. Agents sell and support through Reach Central. Reach handles infrastructure, provisioning, billing, and L2/L3 support.

#### Platform components

| Component                | What it is                                             |
| ------------------------ | ------------------------------------------------------ |
| White-labeled website    | Template-based branded storefront                      |
| “That’s My Mobile”       | White-labeled mobile app                               |
| My Account / MyAccount   | Customer self-service portal                           |
| Reach Central            | Back-office platform for sales, support, and oversight |
| Product catalog          | Plans, add-ons, bundles, pricing, and offers           |
| Billing engine           | One-time and recurring charges, invoicing, and tax     |
| Payment processing       | Secure customer payments                               |
| Network and provisioning | Activation, eligibility, SIM/eSIM, and diagnostics     |
| Care and support         | L1 tools plus Reach L2/L3 and escalation routing       |
| Lifecycle communications | Transactional and promotional notifications            |
| Reporting and insights   | Standard dashboards and reports                        |
| APIs                     | Account, activation, and platform integrations         |

### Business rules

| Rule                 | Detail                                                                                               |
| -------------------- | ---------------------------------------------------------------------------------------------------- |
| Configuration-driven | Brand differences are handled through configuration. Anything outside it is scoped as a paid add-on. |
| Product catalog      | Products must fit supported plan, add-on, and bundle structures. Custom logic is an add-on.          |
| Branding             | Branding applies to standard templates. UI/UX changes beyond templates are add-ons.                  |
| SPN                  | Default SPN is “Mobile”. Custom SPN is an add-on.                                                    |
| SSO                  | Not included by default. Available as an add-on.                                                     |
| Bolt-ons             | Enabled from an approved list.                                                                       |
| Support model        | Brand handles L1 in Reach Central. Reach provides L2/L3.                                             |
| Dunning              | Standard dunning and revenue assurance policies apply.                                               |
| Platform updates     | Updates ship automatically. Brands receive release communications when relevant.                     |

Related policy detail is covered in the product, promotion, and compliance references.

### Operational workflow

#### Onboarding

{% stepper %}
{% step %}
**Confirm scope**

Reach checks fit against the standard feature set and identifies add-ons.
{% endstep %}

{% step %}
**Configure tenant**

Reach sets branding, catalog, domain, bolt-ons, payment gateway, notifications, and access.
{% endstep %}

{% step %}
**Provide inputs**

The brand provides assets, product definitions, pricing, and credentials.
{% endstep %}

{% step %}
**Finalize and launch**

Reach completes configuration, runs the checklist, and takes the brand live after sign-off.
{% endstep %}
{% endstepper %}

#### Steady state

{% stepper %}
{% step %}
**Purchase and activation**

Customers shop, check out, and activate service.
{% endstep %}

{% step %}
**Billing and lifecycle**

The platform runs billing, invoicing, usage tracking, and dunning.
{% endstep %}

{% step %}
**Support and escalation**

Brand support uses Reach Central and escalates to Reach L2/L3 when needed.
{% endstep %}
{% endstepper %}

#### Configuration changes

1. The brand requests a change.
2. Reach confirms whether it fits configuration.
3. In-scope items are applied. Out-of-scope items are scoped as add-ons.

### Commercial model

* **Platform fee:** per commercial agreement
* **Add-ons:** scoped on a **T\&M** basis
* **Payment processing:** billed per supported gateway terms
* **Billing operations:** handled by the platform

### Reporting and controls

#### Standard visibility

| Report                        | Detail                                                                        |
| ----------------------------- | ----------------------------------------------------------------------------- |
| Standard dashboards           | Activations, revenue trends, lifecycle metrics, ticket volume, and efficiency |
| Standard reports              | Operational and commercial metrics                                            |
| Stakeholder access            | Analytics and operational oversight via Reach Central                         |
| Custom dashboards / reporting | Available as a paid add-on                                                    |

#### Safeguards

* Customer data is isolated by brand or tenant
* Reach Central uses role-based access
* Out-of-scope changes are treated as add-ons
* Customer history is visible across profile, orders, billing, and fulfillment
* Escalations follow **brand L1 → Reach L2/L3**
* Platform updates are tested before release

### Edge cases and exceptions

| Scenario                 | Handling                               |
| ------------------------ | -------------------------------------- |
| Custom business logic    | Add-on (T\&M)                          |
| Fully bespoke mobile app | Add-on, replacing “That’s My Mobile”   |
| SSO                      | Add-on for agents, customers, or both  |
| UI/UX beyond templates   | Add-on                                 |
| Custom integrations      | Add-on, scoped per integration         |
| Custom reporting         | Add-on                                 |
| Custom SPN               | Add-on. Default SPN is “Mobile”.       |
| Not listed               | Reach evaluates and scopes if feasible |

### Dependencies

#### Brand provides

| Dependency              | What the brand provides                          |
| ----------------------- | ------------------------------------------------ |
| Brand assets            | Logo, colors, fonts, and legal copy              |
| Product definitions     | Plans, add-ons, bundles, and pricing             |
| Domain DNS              | DNS updates for the custom domain                |
| Analytics               | GA tracking ID, if needed                        |
| Integration credentials | Credentials for brand-owned third-party services |

#### Reach provides

| Dependency              | What Reach provides                                     |
| ----------------------- | ------------------------------------------------------- |
| Network provisioning    | Activation, eligibility checks, and SIM/eSIM management |
| Payment processing      | Integrations for supported gateways                     |
| Mobile app              | White-labeled “That’s My Mobile”                        |
| L2/L3 support           | Escalation support beyond brand L1                      |
| Platform infrastructure | Managed hosting, updates, and monitoring                |

### Risks and considerations

| Risk                               | Impact                  | Mitigation                                                          |
| ---------------------------------- | ----------------------- | ------------------------------------------------------------------- |
| Requirements exceed standard scope | Delay or added cost     | Gaps are identified during onboarding. Add-ons are scoped up front. |
| Late brand deliverables            | Launch timeline extends | The launch checklist defines deadlines. Reach flags delays early.   |
| Platform update affects experience | Unexpected changes      | Release communications and platform testing reduce surprises.       |
| Add-on delivery slips              | Go-to-market delay      | Add-ons are scoped with timelines before work begins.               |

### Also read

* [Reach Platform](/foundation-platform-overview/reach-platform.md) for the executive overview
* [Brand onboarding configuration](/business-and-setup-context/brand-onboarding-configuration.md) for exact launch inputs
* [SIM Options & Fulfillment Models](/core-product-structure/sim-options-and-fulfilment-models.md) for SIM delivery and activation models
* [Billing model](/core-product-structure/billing-model.md) for recurring billing and first-charge logic

{% hint style="info" %}
Questions or clarification? Reach out to your respective account manager or email us at <account-desk@reachplatform.com> for help and support.
{% endhint %}


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