Customer Service Policy

1. Purpose and Scope

This policy applies to customer service interactions relating to DISKMANDOTNET services, including but not limited to shared hosting, reseller hosting, VPS, email hosting, domains, DNS, SSL certificates, website-related services, and account or billing matters.

It sets out:

• how customers should contact us for assistance
• how we prioritise and respond to service issues
• how complaints and escalations are handled
• what standards of conduct are expected from both parties

2. Definitions

In this policy:

• Company, DISKMANDOTNET, DISKMAN, we, us or our means DISKMANDOTNET.
• Customer means the person, business or entity that has ordered, uses, manages or pays for the service.
• Services means any product or service supplied by DISKMANDOTNET, whether standalone or bundled.
• Support Request means a ticket, email, or other approved service enquiry submitted through our recognised support channels.
• Business Day means a day other than a Saturday, Sunday or public holiday in Victoria, Australia.
• Critical Service Issue means a verified issue causing a complete outage or major interruption to a production hosting service affecting availability or core functionality.

3. Acceptance of This Policy

By ordering or continuing to use our services, the customer acknowledges that this policy forms part of the overall service relationship between the customer and DISKMANDOTNET, together with our Terms of Service, Privacy Policy, Acceptable Use Policy, and any applicable service-specific terms.

4. Approved Support Channels

To receive support covered by this policy, customers should contact us through one of the following approved channels:

• Support ticket: our preferred and fastest method for most technical, billing and account enquiries
• Email: clientservices@diskman.net
• Phone: 03 9841 8294, where phone support is available or appropriate for the matter

For security and record-keeping reasons, we may require some matters to be handled in writing even if initial contact is made by phone.

Messages sent through informal or public channels, including social media, unsolicited SMS, website comments, or direct messages to staff members, are not official support channels and may not be monitored or actioned within the service timeframes in this policy.

5. Information Customers Should Provide

To help us resolve matters efficiently, customers should provide as much relevant information as possible, including:

• customer name and account identifier
• affected domain name, service, server or invoice number
• a clear description of the issue
• the time the issue started
• any error messages, screenshots or steps already taken
• the desired outcome, where relevant

Failure to provide enough information may delay investigation and response.

6. How We Prioritise Support

We generally prioritise support requests based on severity, business impact, security risk and service scope.

• Priority 1: complete hosting outage, major service unavailability, or verified security incident
• Priority 2: significant degradation, recurring service failure, or urgent billing/account access issue
• Priority 3: standard technical support, configuration help, renewal or domain enquiries
• Priority 4: general advice, minor changes, non-urgent requests, or pre-sales style enquiries from existing customers

Priority classification is determined by DISKMANDOTNET acting reasonably and based on available evidence.

7. Response Timeframes

We aim to respond within the following general timeframes during normal business operations:

• Critical service issues: as soon as reasonably possible after verification and triage
• Standard support requests: within 2 business days
• Escalated complaints or management reviews: within 3 business days

These are response targets, not guaranteed resolution times. Some matters may take longer where third parties are involved, including datacentres, registrars, software vendors, payment providers, upstream carriers, or external security services.

Where the customer replies with new information or changes the scope of the request, the matter may be re-assessed and the handling timeframe may restart or vary accordingly.

8. Customer Conduct and Respectful Communication

We are committed to professional and respectful service. We expect the same from customers when dealing with our team.

Customers must not:

• use abusive, threatening, discriminatory or obscene language
• engage in harassment, intimidation or personal attacks
• send repeated duplicate messages across multiple channels in a way that disrupts support operations
• misrepresent facts, authority, identity, or account ownership
• publish misleading or incomplete claims about an unresolved matter before allowing a reasonable opportunity for review and response
• demand support actions that would breach security, privacy, law, or our policies

Where customer conduct is unreasonable, abusive or unsafe, we may limit communication to written channels only, pause non-essential assistance, or take action under our Terms of Service.

9. Escalation Process

If a customer is dissatisfied with the handling of a support matter, the following escalation path applies:

1. Reply to the existing support ticket or email and request a review of the matter.
2. If still unresolved, request escalation to management and provide:
   • a summary of the issue
   • relevant ticket, invoice or account references
   • the outcome sought
   • any additional supporting information
3. If the matter remains unresolved after internal review, the customer may seek independent advice or use any external complaint avenue available under applicable law or industry process.

Escalation requests may be sent to clientservices@diskman.net.

10. Security, Privacy and Authorised Contact Requirements

To protect customer accounts and services, we may refuse, delay or limit action where we cannot properly verify identity, authority or account control.

We may require requests involving any of the following to be confirmed through approved account channels or by an authorised contact:

• password resets or account access changes
• ownership or registrant changes
• domain transfers or DNS changes
• billing profile updates
• service cancellations
• release of backups, logs, or sensitive account data

We will handle personal information in line with our Privacy Policy and applicable privacy obligations.

11. Limits of Support

Our customer service obligations apply to services supplied by DISKMANDOTNET. Unless expressly included in the customer’s service plan or quoted work, support does not automatically include:

• custom web development
• third-party software debugging
• end-user training
• malware clean-up beyond the agreed service scope
• unsupported legacy systems
• work required because the customer failed to follow our documented instructions, security guidance, or acceptable use requirements

Where possible, we may still offer assistance on a best-efforts or billable basis.

12. Service Credits and Goodwill

From time to time, DISKMANDOTNET may choose to apply a discretionary goodwill credit or service credit to a customer account.

Unless required by law or expressly stated otherwise in a written service agreement or SLA:

• any such credit is granted at our discretion
• credits are not redeemable for cash
• credits may only be used against eligible future invoices or services
• the issue of a credit does not constitute an admission of liability

13. Complaints About Domains or Third-Party Services

Some services rely on third-party providers, including domain registries, registrars, datacentres, software vendors, payment gateways and network providers. Where a complaint concerns a third-party controlled process, resolution times may depend partly on that provider’s rules and response times.

If a complaint relates to a domain name, the customer may also have rights under the applicable registry or registrar process, including any current .au dispute or complaint process where relevant.

14. Suspension or Refusal of Support

We may refuse, restrict, or suspend customer service interactions where reasonably necessary, including where:

• the customer breaches this policy or our Terms of Service
• the request is abusive, unlawful, unsafe, or fraudulent
• the requested action would create a security, privacy or compliance risk
• amounts due on the account remain unpaid and this affects service eligibility
• the issue concerns systems, software or changes outside our agreed scope of responsibility

15. Liability and Consumer Rights

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or any other applicable law.

Subject to any non-excludable rights, and to the maximum extent permitted by law, our liability in connection with customer service matters or service-related claims will be limited in accordance with our Terms of Service and any applicable written service agreement.

16. Changes to This Policy

We may update this policy from time to time to reflect changes in services, law, operational requirements, or support practices. The current version will be made available on our website.

Any updated version takes effect from the date it is published, unless a later date is stated. Continued use of our services after publication of an updated policy will constitute acceptance of the revised policy, subject to any rights the customer has under applicable law.

17. Contact Details

DISKMANDOTNET
ABN: 18 209 695 017
PO Box 85, Doncaster, 3108, Victoria, Australia

Email: clientservices@diskman.net
Phone: 03 9841 8294