Service Level Agreement (SLA): Stella guarantees 97% annual uptime for the primary psychic reading service and complementary astrological resources. Maintenance exclusions apply, and this guarantee is subject to Force Majeure events. Performance monitoring is in place. In the event of downtime, we offer service credits: a 3-day credit for 95-97% uptime, a 7-day credit for 90-95% uptime, and a 14-day credit for uptime below 90%.
Maintenance and Modifications: We reserve the right to perform scheduled maintenance with 24-hour advance notice. Emergency maintenance may be performed immediately when required for critical security updates, legal compliance requirements, or system stability issues. Maintenance duration is a maximum of 4 hours and is typically scheduled during low-usage periods. Stella reserves the right to modify, suspend, or discontinue any aspect of our services, with or without notice, subject to the notice requirements detailed below. Types of changes include Platform Updates (addition or removal of features, psychic reading service enhancements, astrological calculation algorithm updates, user interface improvements, performance optimizations, security enhancements, technical requirement updates, and infrastructure modifications) and Content Changes (psychic reading methodologies, astrological interpretation methods, prediction algorithms, report formats and content, expert consultation features, educational resources, and compatibility analysis systems). For standard material changes to the service, we will provide 15 days advance notice via email, documentation updates, migration guidance when applicable, a clear timeline for implementation, and instructions for any required user actions. Material changes require advance notice as specified, include a transition period when possible, provide user guidance and support, and may offer opt-out options when applicable. For emergency changes, we may implement immediate changes without prior notice for Force Majeure events, critical security updates, legal compliance requirements, system stability issues, critical bug fixes, emergency maintenance, and infrastructure security. Non-material changes (such as minor bug fixes, performance improvements, content updates, UI refinements, and documentation updates) may be implemented without notice. Users will be notified of significant changes affecting service use, and users may terminate their subscription if they do not agree with material changes. Continued use after changes constitutes acceptance. Changes will not affect prior transactions.
Technical Requirements: To use the Platform, you must use a supported browser: Google Chrome (version 90 or later), Mozilla Firefox (version 88 or later), Safari (version 14 or later), or Microsoft Edge (Chromium-based version 90 or later). Security updates are required within 60 days of release, and security patches are mandatory. We provide legacy version support for 6 months and a feature deprecation notice with 30 days advance warning. Minimum screen resolution is 320x480 pixels (768x1024 recommended), with responsive design support and automatic interface adaptation. Mobile devices require iOS 13.0+ or Android 8.0+ (Oreo) with hardware acceleration support, location services enabled, and an 8MP minimum camera capability for palm reading. Palm reading also requires autofocus capability, adequate lighting detection, stable image capture, and clear focus detection. Environmental requirements include good lighting conditions, a neutral background, a stable surface for capture, proper distance from camera, and minimal shadows. Internet connection requires a minimum download speed of 1 Mbps (5 Mbps recommended), a stable connection, maximum latency of 300ms, and minimal packet loss tolerance. System resources require 4GB RAM (8GB recommended), 1GB available storage space, a multi-core 2GHz or faster processor, and an operating system with the latest security patches installed. Additional requirements include JavaScript enabled, cookies enabled, modern web standards support, secure connection capability (HTTPS), and local storage access.
Customer Support and Response Times: Customer Support is available 24/7/365. Primary support methods include the help center, cancellation portal, and email (support@stella.com). Expert psychic services are available through scheduled consultations, consultation requests, text-based readings, and video consultations (plan dependent). Self-service options include account management, subscription changes, troubleshooting guides, FAQs, documentation, and automated reports. Average response time is 6 hours, and all inquiries are tracked with unique ticket numbers. For general support, automatic acknowledgment is immediate, initial response is within 24 hours, average response time is 6 hours, and resolution target is 3-5 business days. For psychic services, scheduled consultations occur as booked, text reading responses occur within 24 hours (business days only), and report generation is immediate to 24 hours. For legal matters, acknowledgment is 1-3 business days, and resolution is within 15 business days. All support interactions are tracked in a secure system, reviewed for improvement, analyzed for patterns, used for staff training, and monitored for compliance.
Consultation Services Scheduling: A 12-hour minimum advance booking is required for consultations. Rescheduling is available up to 4 hours before the session, with one free reschedule per month. Cancellation requires 12 hours advance notice. Psychic availability is subject to time zone differences and may vary during holidays. Maximum session duration is enforced. In case of technical issues, a 15-minute reconnection window is provided. If the psychic does not show, free rescheduling or credit is offered. If the user does not show, the session is forfeited.
Complaint Resolution Process: Submit complaints to support@stella.com, including full name, account email, detailed issue description, supporting documentation, timeline of events, and previous communication references. The acknowledgment phase takes 24 hours, followed by a 3-5 business day investigation phase, and a 3-5 business day resolution phase. For escalation, first-level escalation is to support@stella.com (response within 5 business days), and second-level escalation is to support@stella.com for senior management review (final decision within 15 business days).