Service level agreement

1.1. CVZonline offers support services to its clients and partners. In accordance with the agreed Service Level Agreement, the CVZonline technical support service assists in resolving issues mentioned in this document.

1.2. You should review all of the reference material regarding your issue found in the documentation, manuals, and FAQ before submitting your inquiry to the technical support service. A reference to the original material must be included in the support request if your issue is similar to one you see in the documentation but still calls for advice.

1.3. Enquiries that fall outside the purview of technical support should be sent to hosting company experts, independent software developers, etc. Problems pertaining to the upkeep of a web project developed by CVZonline partners for an end user cannot be resolved by the technical support service unless they are somehow connected to CVZonline products.

1.4. Web design and hosting services are consulted by CVZonline. By providing references to online resources and relevant documentation, we also offer broad counsel for issues pertaining to hosting server configuration and server software installation.

2.1. CVZonline Helpdesk operates between 8 am and 8 pm on business days. A business day is considered every official working day of the week, excluding public holidays and weekends.

Technical support requests are processed on a first request, first-served basis. High urgency level requests that require immediate response or the direct help of tech support specialists may be processed at first. High-urgency requests are those concerning the full or partial recovery of web projects.

The urgency of the request, the complexity of the issue, and the possibility that it will need to be turned over to the development department all influence how long it takes to solve the problem.

2.2. Issues that cannot be fixed within the parameters of the current software version are forwarded to the CVZonline development department, whereupon the solution will be incorporated into the updated step. During the problem diagnostics, the duration of issue fixing time will be determined.

2.3. Due to a variety of influencing circumstances, including the client's prompt responses, the hosting company's reaction time, the necessity of managing the software update, etc., the technical support service is unable to guarantee a certain time frame for problem-solving.

The response time can range from a few hours to a few days, depending on the intricacy of the problem and the present workload of the technical support service. When a client or user makes a request or provides further information, a problem most occasionally be resolved right away. Technical support professionals may take longer to respond to new information, particularly if a software engineer or web developer is needed to address the problem. Making a phone call to the sales department in this or a comparable case will not speed up the problem-solving process, hence it has no practical implications.

Only one problem can be resolved for each request.

3. Technical Support Procedure

3.1. A technical support request can be submitted in a number of ways:

by submitting a request via the webform on the Stellar official website or by chatting with Stellar bot

Following submission, a request will be handled by the Stellar Technical Support Department and the CVZonline Helpdesk.

3.2. To shorten the time it takes to resolve a technical support request, the following details should be included.

The problem description and, if feasible, the detailed process for reproducing the error.

the website's URL where the issue arises.

The software's name and version number

The technical support experts may ask about the client's software configuration (browser) and screenshot details where errors occur.

Every issue should be explained in terms of widely used software, hardware, or web programming vocabulary.

3.3. You can attach photos that can assist in locating and fixing the issue when you submit a support request. PNG, GIF, and JPG screenshots must be made.

3.4. Web links to the relevant sections of the online documentation, the documentation download page, or the FAQ section replies can be used to provide solutions to common, commonly asked questions.

3.5. A variety of situations can cause the problem-solving process to be postponed or even stopped like:

- Insufficient information to solve the issue.

- A client's website cannot be accessed with the authorization details supplied in the technical support request.

- The question is outside the purview of CVZonline's technical support services.

- The client provided false, inaccurate, or misleading information.

- Disrespecting the CVZonline technical support staff and using profanity.

- The user impedes the virtual assistant's ability to function effectively, for example, by taking steps to go around it or limit its capacity to help.

3.1. A technical support request can be submitted in a number of ways:

by submitting a request via the webform on the Stellar official website or by chatting with Stellar bot

Following submission, a request will be handled by the Stellar Technical Support Department and the CVZonline Helpdesk.

3.2. To shorten the time it takes to resolve a technical support request, the following details should be included.

The problem description and, if feasible, the detailed process for reproducing the error.

the website's URL where the issue arises.

The software's name and version number

The technical support experts may ask about the client's software configuration (browser) and screenshot details where errors occur.

Every issue should be explained in terms of widely used software, hardware, or web programming vocabulary.

3.3. You can attach photos that can assist in locating and fixing the issue when you submit a support request. PNG, GIF, and JPG screenshots must be made.

3.4. Web links to the relevant sections of the online documentation, the documentation download page, or the FAQ section replies can be used to provide solutions to common, commonly asked questions.

3.5. A variety of situations can cause the problem-solving process to be postponed or even stopped like:

- Insufficient information to solve the issue.

- A client's website cannot be accessed with the authorization details supplied in the technical support request.

- The question is outside the purview of CVZonline's technical support services.

- The client provided false, inaccurate, or misleading information.

- Disrespecting the CVZonline technical support staff and using profanity.

- The user impedes the virtual assistant's ability to function effectively, for example, by taking steps to go around it or limit its capacity to help.