CWORKx (SiteCode992) Service Level Agreement (SLA)
1. General Rules
1.1.CWORKx LLC (SiteCode992) provides support services to the company's customers and consumers of CWORKx LLC
(SiteCode992) products.
The CWORKx LLC (SiteCode992) technical support department helps to solve the problems listed below according to
the specified Service Level Agreement.
1.2. Please check the FAQs, and the documentation available on the CWORKx LLC (SiteCode992) websites for relevant information about your problem, before contacting the technical support department.
1.3. The technical support cannot resolve problems that concern issues with web projects which were not created by CWORKx LLC (SiteCode992) unless these problems are connected to errors in CWORKx products.
2. Service Level Agreement Levels (SLA)
2.1. Technical support requests are divided into different service levels. The service levels differ in response time and differ according to client and/or problem categories.
2.2. Technical support requests are handled on a first-come, first-served basis. The maximum response period is
defined by the defined service (SLA) level. However, urgent requests that require an immediate response may be dealt
with first. Urgent requests are those necessitating the recovery of web projects.
The response time is based on the request's urgency level and complexity, including any need to pass the problem to
the development department.
2.3. Fixes for problems that cannot be resolved in the context of the current software version will be sent to the CWORKx LLC (SiteCode992) development department and included in subsequent software updates.
2.4. A fixed problem-solving time is not guarantee by the technical support department because of limiting factors
including : customers response times; the response time of third parties; etc
The maximum response times are listed below.
2.5. SLA offered by the CWORKx LLC (SiteCode992) technical support department
2.5.1. Commercial Clients
General software operation problems.
Questions about development using the CWORKx LLC (SiteCode992) API: undocumented functions or methods; or the
function (method) behaviour is different than described.
General questions about server-side software installation and configuration.
The maximum response time is 24 hours* on business days. ( *Please note that the 24hrs response time is the time it
takes for a member of the support team to respond to your ticket. It does not refer to the resolution time of an issue as
this will be based on the level of complexity of the problem.)
2.5.2. Non-Commercial Clients
This support level is for users demo version and/or non-commercial versions. This support covers general usage
questions only. We do not provide assistance with web development.
The maximum response time is 48 hours* on business days. ( *Please note that the 24hrs response time is the time it
takes for a member of the support team to respond to your ticket. It does not refer to the resolution time of an issue as
this will be based on the level of complexity of the problem.)
2.5.3. Non-Product Related Questions
If the problem is does not relate to standard technical support, or requires explanations of programming principles or
other general explanations then the technical support ticket will be processed on a first-come, first-served basis.
Any ticket support ticket can be moved to this level by the support technician if a query cannot be classified into any
other levels.
The maximum response time is 72 hours on business days.
2.5.4. Development
This support level is assigned to a ticket passed to the development department.
The maximum response time is 14 days.
3. Areas covered:
3.1. Installation And Configuration
The following issues are covered within the technical support.
Server-side installation assistance (demo and commercial versions). The consultancy coverage is limited to Installation
Guide.
Recommendations on resolving typical problems occurring during the installation.
General consultancy on choosing proper server software. Users can also find these recommendations given in the
respective documentation sections.
General recommendations on using the back-up software and scripts for the server-side project deployment; migrating
from a local to a remote server.
The following problems are beyond the technical support scope.
We do not perform server-side software installations.
We do not prepare or move back-up files to server.
We do not perform the server software diagnostics installed on a client's server or local computer.
We do not install server software on a client's server or local computer.
3.2. Performance Issues
The following topics are within the technical support remit.
General recommendations on choosing proper server software to provide better web project performance.
Recommendations on configuration parameters of a given software, as provided in the "Recommendations on
Configuring Web Systems" downloadable manual.
Assistance on using the built-in caching mechanisms and other features allowing to reduce the site load.
The following topics are beyond the technical support scope.
We do not configure software on a client's computer or server.
We do not perform diagnostics or stress tests on a client's server.
We do not optimize code or algorithms of the components or modules on demand.
3.3. Update Issues
The following topics are within the technical support scope.
Resolution of license key problems occurring during software updates.
Assistance to find and resolve problems when updates are installed incorrectly.
The following topics are beyond the technical support scope.
We do not assist with server connection problems or proxy connection configuration.
We cannot configure your server or server software for compatibility with the update system.
3.4. CWORKx LLC (SiteCode992) Products Errors
The following topics are within the technical support scope:
CWORKx LLC (SiteCode992) products runtime and operation errors; operation failure and system recovery. Consultancy
on finding and elimination of reasons of system failure.
CWORKx LLC (SiteCode992) software errors. Diagnostics aimed to assert the fact of software error. The identified error,
if any, can be eliminated either during diagnostics or in the forthcoming updates, which depends on the nature of
error.
The following problems are beyond the technical support scope:
Software installation errors. Only general installation recommendations can be provided based on the installation
manual and the software documentation. Only the known methods are offered to resolve a problem.
Database errors. We can give only general suggestions and remedies known for similar problems.
We cannot give advice on server configuration parameters that hinder the correct installation of updates. We can give
only general suggestions based on the knowledge for similar problems. We do not install updates at client's servers.
We do not find or eliminate server software errors.
3.5. Development Questions
The following issues are within the technical support scope.
Explanation of general principles of integration ofCWORKx LLC (SiteCode992) products in the site design using the
integration manual and the software documentation.
Consultancy on using the CWORKx LLC (SiteCode992) API.
The following problems are beyond the technical support scope.
We do not consult on general principles of programming.
We do not implement custom, user defined logics and algorithms.
We do not diagnose code or user software components.
3.6. Abstract Questions
The following problems are within the technical support scope.
Explanation of functions of the system module lacking from the documentation.
Commentaries on the software licensing terms.
Feature and improvement requests.
Issues concerning the existing documentation and help section; requests for documentation improvement.
4. Technical Support Procedure
4.1. Tickets and requests are processed in a special helpdesk section of the CWORKx LLC (SiteCode992) site. A
request (ticket) can be created in any of the following ways:
Via our helpdesk http://support.cworkx.com using the technical support ticket creation form on theCWORKx LLC
(SiteCode992) website or by sending an e-mail to support@cworkx.com
4.2. In the ticket, a client will clearly formulate questions requiring assistance and describe problems to resolve. The
ticket should include the following information to reduce the problem resolution time.
The problem description and the step-by-step procedure to reproduce the error (if possible).
Questions should be asked using the commonly accepted terminology.
- The URL of a site where the problem occurs.
- The software version number and the edition name.
- The technical support specialists may inquire information concerning the server software configuration and versions, and the configuration of a client's software (browser).
4.3. If a certain action is required to be performed on a client's server to resolve the problem, the support specialist
may inquire the CWORKx LLC (SiteCode992) product license key and the server authorization information for
administration access.
Note that additional information like FTP, SSH or the hosting server Control Panel login and password may be
requested in some cases, for example, when emergency actions are required to recover the project operation or to
diagnose the update problems.
Remember that a client must change the authorization information (login and password) given toCWORKx LLC
(SiteCode992) support team immediately after the problem has been resolved. The technical support staff cannot and
will not be responsible for the safety of client's information, hardware and software after the problem has been
resolved.
4.4. Whenever a client creates a ticket or sends a message that is further accepted and registered by the technical support service, the system automatically generates and sends a reply message stating that the problem has been accepted, and including the assigned service level.
4.5. After the techsupport service has received a ticket, a client receives a notification message, which indicates that the application has been scheduled and the ticket is assigned a unique ticket identifier (TID). Clients have to preserve the TID in the e-mail message subject field during the whole period of correspondence with the techsupport service. The forthcoming messages are appended to the initial message automatically. Clients can view the full correspondence in the technical support section at theCWORKx LLC (SiteCode992) web site.
4.6. Technical support cannot be initiated via other communication channels (e.g. phone, ICQ, forum, GoogleTalk, Skype). Questions asked via these channels are not treated as official requests and not registered in the helpdesk system. These communications facilities are for general contacts and consultancy.
4.7. When creating a ticket or sending a support request via the e-mail, you can include screenshots and other images that can help to identify and resolve the problem. Screenshots are to be created in PNG, GIF, JPG formats. If a client's last resort is an image in BMP format, it must be compressed using the RAR or ZIP archiver.
4.8. When sending messages via the client site's Control Panel, a client can include the server configuration information (phpinfo) in the message by enabling the corresponding option.
4.9. If a request is sent via the e-mail, it must contain the correct registered user information: the e-mail address, theCWORKx LLC (SiteCode992) site login, etc. The specified information is used to uniquely identify a user to assign them the appropriate service level. Clients should understand that a commercial SLA level will be assigned only to a request that is sent from an e-mail address specified in the license, or belongs to a commercial user group.
4.10. Answers to the common, frequently asked questions can be given in the form of links to information in online documentation, the documentation download page, the FAQ section or the sites of third-party software developers.
4.11. Technical support may be delayed or aborted due to the following reasons:
- The client's responses are inadequate and cause delays because additional information on the request is not sent in a timely manner.
- A problem cannot be reproduced using similar hardware configuration
- Insufficient information is given by a client to resolve the problem.
- A user carries out actions that break technical requirements for installation and use of CWORKx products; changes the product kernel; exceeds the allowed number of software installations, etc.
- Usage of unlicensed copies of CWORKx LLC (SiteCode992) products
- The question is beyond the scope of the technical support department.
- Third-party mail services and spam filters may block messages from Technical support. If you have registered a support request on the CWORKx LLC (SiteCode992) helpdesk system, please check your spam folder for a reply if you do not receive a response in you inbox. Alternatively you can log into the online system as all responses will be generated and logged there.
If you believe that a ticket has closed without a resolution, you can re-open the ticket and further explain your question.
5. Additional information
Additional information on the general schedule; changes in the schedule; the holiday schedule; technical and emergency breaks is always published at the CWORKx LLC (SiteCode992) official site: http://www.cworkx.com
