1.1. “Customer” means the person or entity who ordered services provided by HostBella. 1.2. “Customer Service” means the relationship between HostBella staff and the Customer, with the purpose of assisting the Customer with a question they have asked. 1.3. “eTicket” refers to a secure electronic message sent by the Customer to HostBella for assistance or for any questions they may have with any Service(s). 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 hosting and/or 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 HostBella has sent after the Customer requests the service. The specific details of the Services can be found by logging in to our website.
3. Appropriate Channels for Receiving Customer Service
3.1. By submitting an eTicket through the website to the appropriate department. 3.2. Sending an email to the appropriate department (if applicable) using the details made available on the HostBella website at https://www.hostbella.com.au/contact-us/ 3.3. By phoning (03) 90212021. 3.4. By utilising the Live Chat facility to communicate with HostBella staff members online at https://www.hostbella.com.au 3.5. Liaising with HostBella social media team members through any of the official HostBella social media channels, including and not limited to Twitter, Facebook or Instagram.
4. Customer Conduct
4.1. The Customer agrees to conduct themselves in an appropriate and professional manner when seeking Customer Service from HostBella. 4.2. HostBella 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 OF SHOUTING; 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 social media, forums or blogs, before it has been either raised with or answered by HostBella staff within an appropriate timeframe (refer to section 5), or before the escalation process (refer to Section 6) has been completed.
5. Appropriate Timeframes
5.1. eTickets and emails sent to HostBella seeking Customer Service should be answered by HostBella staff within two (2) business days. Each time a response is made by the Customer this timeframe will be reset. 5.2. eTickets and emails sent to HostBella seeking an escalation to a Customer Service matter should be answered by the Customer Care team within three (3) business days. Each time a response is made by the Customer this timeframe will reset.
6. Escalation Process
6.1. Customers who are not satisfied with the Customer Service they have received from HostBella should send an email to the Customer Care team at firstname.lastname@example.org with the following information: a. A detailed explanation of the question or issue, with references to any prior eTickets, emails or telephone calls; b. A detailed explanation of the outcome that would resolve the issue; c. Any other information or details that will help HostBella to resolve the issue. 6.2. If the Customer is still not satisfied with the outcome, or it has not been answered within the appropriate timeframe (refer to Section 5), the Customer should seek advice from external sources such as the Department of Fair Trading or Consumer Affairs in their state or territory.
7. Customer Service Goodwill Credit
7.1. HostBella Customer Care team members may make the decision to apply a Customer Service Goodwill credit to the Customer’s account. 7.2. This credit is not redeemable for cash and can only be used to purchase additional HostBella services or as credit on system generated invoices for Service renewals.
8.1. In accordance with the HostBella Terms of Service, HostBella may suspend or terminate the Service(s) of a Customer who has refused to follow this policy when seeking Customer Service or escalating an issue. 8.2. Any requests for Customer Service made outside of the guidelines set within this policy will not be covered by this policy.
9.1. HostBella may amend our Customer Service Policy at any time. Changes to this agreement will become effective upon their publication to our website. 9.2. Continued use of the Service(s) constitutes acceptance of the amended terms. If you do not wish to accept the amended terms, you may request cancellation of your Services inline with our cancellation policy found within our Terms of Service.
If you have any questions about this agreement please contact our Customer Care team via email at email@example.com