By using the website and services ("service", or "services") of tcmfans.club ("we," "us," or "our"), you ("you," "your," "client," or "customer") agree to comply with our service level agreement.
Creating an account and paying for a service (or services) on our website means you accept and agree to the level of service outlined in the service level agreement (SLA).
Service Support
With the services provided, email-based service support is available at no extra cost, This means that service and support are generally handled via email.
Beyond this, Tcmfans.club would not provide support for services based on other methods unless it is clearly mentioned, appointed, and accepted. Normally, these methods require an additional cost beyond the email-based service or are irrelevant. Tcmfans.club also does not provide support for services held by third-party providers.
Type of Service Not in Support
To better help our clients and guarantee the correctness and exactness of our services, we need to communicate effectively. Before offering guidance on service selection or providing relevant services, sufficient communication during the consultation process is necessary for herbalist to receive, read, and understand the information provided by clients. This allows us to evaluate the conditions for which clients are seeking help. As a result, our response time can take up to several hours, half a working day, or longer, depending on the specific conditions.
Because of the nature of this necessary consulting procedure and possible time zone differences, clients should not rely on us for services in the following conditions:
(1). A consulting service that is needed very urgently, for example, within the next five minutes or within the next one to several hours.
(2). Our clientele needs a consulting service. However, after evaluation of your specific conditions, we are sure that none of the available services could help you even a little.
Available Hours
To better help our clients, Tcmfans.club provides clear information about our available hours. The list below details when relevant support services are available:
Monday ~ Friday:❂ we're open from 8:00 a.m. to 12:00 p.m. and from 2:00 p.m. to 5:30 p.m.
Saturday:❂ 8:00 a.m. to 12:00 p.m.
Sunday:❂ Closed.
Email consulting support is available five and a half days a week.
Billing support is available from 9:00 a.m. to 4:00 p.m., Monday through Friday.
Service or support is usually only available during business hours, which are Monday through Friday and Saturday morning, excluding holidays.
We are open to help clients around the clock, eight hours a day, five and a half days a week, 52 weeks a year, except on public holidays. Our herbalist takes care of all cases during working hours (8:00 a.m. - 5:30 p.m.).
Response Time
To better help our clients, Tcmfans.club will respond as soon as possible. However, email consultations for clients are handled in the sequence of time they are received.
The reply speed is counted in hours of the working day, and in general, the service efficiency or response speed is introduced as:
Consulting for common cases: ❂It takes about 1 hour, or up to 4 to 8 hours (half to 1 working day).
Consulting for difficult cases: ❂It takes about one working day or longer.
Follow up consulting: ❂It takes about 1 hour, or up to 4 to 8 hours.
Please understand that the response time begins once our herbalist receives and reads an email from our client successfully, gaining detailed and clear knowledge of the conditions for which they are consulting. If the client's consultation is not well described or understood, we will need further clarification.
Detailed questions and answers that we both care about will help your inquiry stand out in the list. Please understand that our clients provide detailed answers to the inquiry form sheet and other questions asked by the herbalist for reference during the procedure to help you. The more detailed the answers, the faster and more accurate the help from herbalists can be expected.
Please understand that sending multiple emails will not ensure a faster response. However, if our client forgot to include all the details in the first email, you are welcome to send a follow-up email with them.
Service and support are usually only available during business hours, which are Monday through Friday and Saturday morning.
In any case, response times are slow on public holidays. However, we occasionally respond on holidays because we know our clients may need a help at that time.
Uptime Level Guarantee
To guarantee our clients receive a good service, we take the necessary measures to ensure an optimal uptime level, and our clienteles can enjoy a reliable and stable network connection.
The hosting provider guarantees a server and network uptime level of 99.90%+ SLA (Service Level Agreement) or higher. Except for offline time due to necessary server deployment and scheduled system maintenance tasks (such as system configuration, maintenance, and upgrades; system monitoring and restarts, and scheduled hosting changes, etc.), we try to make the real uptime level close to 99.90%-99.95%, or slightly higher.
This uptime level guarantee excludes some services, such as TLS (Transport Layer Security), as well as certain software licenses. Renewing these certificates or licenses requires extra time.
Please understand that if our hosting provider is affected by natural disasters or other calamities, the hosting uptime level may be affected. This would be an exception to the unresistant risks. If this happens, we will activate a backup system within one business day to ensure stable availability.
By using the website and services ("service", or "services") of tcmfans.club ("we," "us," or "our"), you ("you," "your," "client," or "customer") agree to comply with our service level agreement.
With the services provided, email-based service support is available at no extra cost, This means that service and support are generally handled via email.
Because of the nature of this necessary consulting procedure and possible time zone differences, clients should not rely on us for services in the following conditions:
Monday ~ Friday:❂ we're open from 8:00 a.m. to 12:00 p.m. and from 2:00 p.m. to 5:30 p.m.
Sunday:❂ Closed.
To better help our clients, Tcmfans.club will respond as soon as possible. However, email consultations for clients are handled in the sequence of time they are received.
Please understand that the response time begins once our herbalist receives and reads an email from our client successfully, gaining detailed and clear knowledge of the conditions for which they are consulting. If the client's consultation is not well described or understood, we will need further clarification.
To guarantee our clients receive a good service, we take the necessary measures to ensure an optimal uptime level, and our clienteles can enjoy a reliable and stable network connection.
