I am committed to providing the highest levels of customer service in the industry. In order to assist my customers, and to ensure that my customers always receive the highest level of customer service, I have created this policy which outlines what a customer should expect from me, and what I expect from my customers.
1.1. “I”, “me”, “my” or “myself” refers to Cameron Hughes trading as a registered sole trader in the state of Queensland, Australia.
1.2. “Customer” or “Client” refers to the person or entity who engages in services provided by me.
1.3. “Service”, “Service(s)” or “Services” refers to any product(s) or service(s) the Customer is using. This can include, but is not limited to, the provisioning of space on a server for the purposes of hosting web sites, provision of support or advice related to information technology, installation, maintenance, repair, configuration or removal of computer software or hardware. The specific details of the Services can be found on the website owned and operated by me at www.hitservices.com.au.
1.4. “Business Hours” refers to the hours between 9:00AM and 5:00PM AEST Monday through to Friday except public holidays.
3. Appropriate Channels for Receiving Customer Service
3.1. By sending an email using the contact form or details made available on my website at http://www.hitservices.com.au.
3.2. By telephone during Business Hours (unless otherwise agreed to in writing by both parties) using the phone numbers available on my website contact page or displayed on advertising material.
3.3. In person at my locally advertised business address during Business Hours.
4. Customer Conduct
4.1. The Customer agrees to conduct them self in an appropriate and professional manor when seeking Customer Service from me.
4.2. I reserve the right not to 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 newspapers, forums or blogs, before it has been raised with me within an appropriate timeframe (refer to Section 5);
e. Has any unpaid fees which are past the due date.
5. Appropriate Timeframes
5.1. Emails sent to me by Customers from their nominated email address that are paying for an ongoing service which has no outstanding payments should be answered by me within two (2) business days. Each time a response is made by the Customer this timeframe will be reset.
5.2. Emails sent to me by any current or potential Customers not included in 5.1 should be answered by me within four (4) business days. Each time a response is made by the Customer this timeframe will reset.
5.3. Telephone calls made to me where I am not available and an intelligible message is left containing the name of the caller and a contact number should be returned by me within two (2) business days.
5.4. Notwithstanding anything else in this agreement, the maximum aggregate liability of myself 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.
6.1. In accordance with my Terms of Service, I 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.
6.2. Any requests for Customer Service made outside of the guidelines set within this policy will not be covered by this policy.
7.1. I may amend the Customer Service Policy at any time. Should any change occur, I will advise the Customer by email and provide fourteen (14) days notice before any changes are enforced.
7.2. In exceptional circumstances, I may be required to amend the Customer Service Policy and enforce the amendments immediately. If this is the case, the Customer will be advised by email and the circumstances will be explained.
7.3. My Customer Service Policy is made available online for viewing at http://www.hitservices.com.au