Design 2 Envy Pty Ltd (trading as Adelaide Hills Hosting) is committed to providing the highest levels of customer service. In order to assist our customers, and to ensure that our customers always receive the highest level of customer service, we have created this policy which outlines what a customer should expect from Adelaide Hills Hosting, and what Adelaide Hills Hosting expects from its customers.
1.1. “Adelaide Hills Hosting” means Design 2 Envy Pty Ltd (trading as Adelaide Hills Hostin) of South Australia, Australia.
1.2. “Customer” means the person or entity who ordered our services.
1.3. “Customer Service” means the relationship between Adelaide Hills Hosting staff and the Customer, with the purpose of assisting the Customer with a question they have asked.
1.4.“Service”, “Service(s)” or “Services” means any product(s) or service(s) the Customer has signed up to use. This can include, but is not limited to, the provisioning of space on one of our servers and a connection to and from the internet for web, email and FTP services to function at the level specified in the chosen service level, domain name registration or transfer or renewal, SSL, VPS and SMS services. These product(s) and service(s) are identified in full within the “sign up” and “service provision” emails Adelaide Hills Hosting has sent after you request for service. The specific details of the Services can be found by logging in to My Hosting or on our website.
1.5. “My Hosting” refers to Adelaide Hills Hosting’s customer account, billing and management portal, available online at https://adelaidehillshosting.com.au/myhosting
3. Appropriate Channels for Receiving Customer Service
3.1 Sending an email to https://adelaidehillshosting/support
3.2. Customers who do not use the method 3.1 to contact Customer Service are not covered by this policy and do so at their own risk.
4. Customer Conduct
4.1. The Customer agrees to conduct themselves in an appropriate and professional manor when seeking Customer Service from Adelaide Hills Hosting.
4.2. Adelaide Hills Hosting staff will not respond to requests for Customer Service if the Customer:
a. Has used offensive or obscene language;
b. HAS USED EXCESSIVE CAPITALISATION FOR THE PURPOSE
c. Has made threats of violence, legal action or referral to an external party (eg. Department of Fair Trading);
d. Has posted the issue or question on a public medium, such as forums or blogs, before it has been either raised with or answered by Adelaide Hills Hosting staff within an appropriate timeframe (refer to Section 6), or before the escalation process (refer to Section 5) has been completed.
5. Escalation Process
5.1. Customers who are not satisfied with the Customer Service they have received from Adelaide Hills Hosting should ask for their email to be reviewed by the Customer Service Manager.
5.2. If after this review the Customer is not satisfied with the outcome, the Customer should send an email to firstname.lastname@example.org with the following information:
a. A detailed explanation of the question or issue, with references to any prior emails;
b. A detailed explanation of the outcome that would resolve the issue;
c. Any other information or details that will help Adelaide Hills Hosting to resolve the issue.
5.3. If the Customer is still not satisfied with the outcome, or it has not been answered within the appropriate timeframe (refer to Section 6), the Customer should seek advice from external sources such as the Department of Fair Trading or Consumer Affairs in their state or territory.
6. Appropriate Timeframes
6.1. Emails sent to Adelaide Hills Hosting seeking Customer Service should be answered by Adelaide Hills Hosting staff within two (2) business days. Each time a response is made by the Customer this timeframe will be reset.
6.2. emails sent to Adelaide Hills Hosting seeking an escalation to a Customer Service matter should be answered by Adelaide Hills Hosting management within three (3) business days. Each time a response is made by the Customer this timeframe will reset.
6.3. Notwithstanding anything else in this agreement, the maximum aggregate liability of Adelaide Hills Hosting, any of its employees, agents or affiliates, under any theory of law shall not exceed a payment in excess of the amount paid by the Customer for the Service in question for the six months prior to the occurrence of the event(s) giving rise to the claim.