1. Introduction
At CloudWorks 360, we are committed to providing our customers with the highest level of service and support. This Customer Service Policy outlines our obligations to you, our valued customer, and defines the standards of service you can expect from us. Our goal is to ensure your satisfaction with our products and services, and to build long-lasting relationships based on trust and reliability.
2. Contacting Us
Our customer service team is available to assist you with any inquiries, issues, or feedback you may have. You can reach us through the following channels:
- Email: hello@cloudworks360.com.au
- CW360 Portal: Support Tickets
- Website: www.cloudworks360.com.au
We strive to respond to all inquiries as quickly as possible, with a standard response time of within 24 hours during business days.
3. Support Services
We offer a range of support services to ensure that your experience with CloudWorks 360 is seamless:
- Technical Support: Assistance with issues related to our hosting services, domains, SSL certificates, and other products.
- Billing Support: Help with invoices, payments, and account management.
- Sales Support: Guidance on purchasing the right products and services for your needs.
Support is provided through our Help Hub and Knowledgebase, which offer comprehensive resources and ticketing systems.
4. Service Levels
We aim to provide reliable and uninterrupted service to all our customers. However, in the event of any issues, we are committed to:
- Prompt Resolution: Addressing any service interruptions or issues within the shortest possible time frame.
- Proactive Communication: Keeping you informed of any planned maintenance, service interruptions, or critical updates via our Service Status page.
5. Complaints and Disputes
We take all complaints seriously and strive to resolve them quickly and fairly. If you are not satisfied with our service, please follow these steps:
- Submit a Ticket: Open a support ticket through the CW360 Portal detailing your complaint.
- Escalation: If the issue is not resolved to your satisfaction, you may escalate the complaint to our management team by emailing hello@cloudworks360.com.au with "Complaint Escalation" in the subject line.
- Final Resolution: We will work with you to find a mutually acceptable resolution. If necessary, we may offer compensation or other remedies as appropriate.
6. Privacy and Data Security
Your privacy is of utmost importance to us. We are committed to protecting your personal information and ensuring that it is handled securely in accordance with our Privacy Policy. We use industry-standard security measures to safeguard your data.
7. Changes to This Policy
CloudWorks 360 reserves the right to update or modify this Customer Service Policy at any time. Any changes will be posted on our website and communicated to customers as necessary.
8. Contact Information
If you have any questions about this policy or need further assistance, please contact us at:
- Email: hello@cloudworks360.com.au
- Website: www.cloudworks360.com.au
- CW360 Portal: Support Tickets
We are committed to delivering outstanding service and support, and we thank you for choosing CloudWorks 360.
