Version 1.0
Last updated December 30, 2015
Webefinity is committed to providing the highest levels of customer service in the industry. Unfortunately, any business, anywhere in the world, will at some point have to deal with a customer (or two) who feel they are not getting a satisfactory response to a question they have asked, or believe they are not getting what they paid for.
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 Webefinity, and what Webefinity expects from its customers.
1. Definitions
1.1. "Webefinity" means Webefinity Pty Ltd of Victoria, Australia.
1.2. "Customer" means the person or entity who ordered services from Webefinity.
1.3. "Customer Service" means the relationship between Webefinity 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 ordered from Webefinity. This can include, but is not limited to, website hosting, VPS, consulting and software development services. These product(s) and service(s) are identified in full within the "sign up" and "service provision" emails Webefinity sends to the Customer after an order has been placed. The specific details of the Services can be found by logging into the CubeBuild Management Panel.
1.5. "Webefinity" means the retail operations of Webefinity Pty Ltd.
1.6. "CubeBuild" means the business platform software developed by Webefinity Pty Ltd.
1.7. "Cubebuild Management Panel" refers to Webefinity's customer account, billing and management portal available via http://www.cubebuild.com/.
2. Acceptance
2.1. The Customer signified acceptance of this Customer Service Policy, as well as our Terms of Service, Privacy Policy, Acceptable Use Policy and any applicable Service Level Agreement, when they submitted their order to Webefinityfor Services, and that order was accepted.
3. Appropriate Channels for Receiving Customer Service
3.1. By submitting a support ticket through the CubeBuild Management Panel to the appropriate department.
3.2. Sending an email to support@cubebuild.com.
3.3. Customers who do not use the methods 3.1 through 3.3 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 manner when seeking Customer Service from Webefinity.
4.2. Webefinity staff will not respond to requests for Customer Service if the Customer:
- Has used offensive or obscene language;
- HAS USED EXCESSIVE CAPITALISATION FOR THE PURPOSE OF SHOUTING;
- Has made threats of violence, legal action or referral to an external party (eg. Department of Fair Trading);
- 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 Webefinity 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 Webefinity should ask for their support ticket, email or telephone call 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 submit a new support ticket to the Management queue or send an email to support@cubebuild.com with the following information:
- A detailed explanation of the question or issue, with references to any prior support tickets, emails or telephone calls;
- A detailed explanation of the outcome that would resolve the issue;
- Any other information or details that will help Webefinity 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. Support tickets and emails sent to Webefinity seeking Customer Service should be answered by Webefinity staff within two (2) business days. Each time a response is made by the Customer this timeframe will be reset.
6.2. Support tickets and emails sent to Webefinity seeking an escalation to a Customer Service matter should be answered by Webefinity 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 Webefinity, 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.
7. Customer Service Goodwill Credit
7.1. From time to time, Webefinity staff or management 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 Webefinity services or as credit on system generated invoices for Service renewals.
8. Non-compliance
8.1. In accordance with the Webefinity Terms of Service, Webefinity 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. Changes
9.1. Webefinity may amend our terms, polices and agreements at any time. At all times Webefinity will make available the current terms for client review via our website. Changes to this agreement will become effective upon their publication to our website, and furthermore, 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 Service(s) in-line with our Terms of Service
9.2. All Webefinity Terms, Policies and Agreements are available for review on our website at any time.