Customer Service Policy

1.1 “Digital Guppy”, “we”, “us” and “Company” means Digital Guppy (ABN 54 713 014 534).

1.2 “Customer” means the person or entity who ordered our services.

1.3 “Customer Service” means the relationship between Digital Guppy 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 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 and 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 Digital Guppy has sent after you request for service. The specific details of the Services can be found by logging in to Digital Guppy Client Portal or on our website.

1.5 “Digital Guppy Client Portal” refers to Digital Guppy’s customer account, billing and management portal, available online at https://clients.digitalguppy.com

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 Registrant Agreement, when they submitted their order to Digital Guppy for Services, and that order was accepted.

3.1 By submitting a support request through the Digital Guppy Client Portal to the appropriate department.

3.2 By sending an email to [email protected] from an approved email address that matches our records.

3.3 By phoning the contact numbers listed on the Digital Guppy website at https://digitalguppy.com/contact/

3.4 By utilising the Live Chat facility, where available, to communicate with Digital Guppy staff members online

4.1 The Customer agrees to conduct themselves in an appropriate and professional manner when seeking Customer Service from Digital Guppy.

4.2 Digital Guppy staff will not respond to requests for Customer Service if the Customer:

1. Has used offensive or obscene language;
2. HAS USED EXCESSIVE CAPITALISATION FOR THE PURPOSE OF SHOUTING;
3. Has made threats of violence, legal action or referral to an external party (eg. Department of Fair Trading);
4. 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 Digital Guppy staff within an appropriate time frame (refer to Section 6), or before the escalation process (refer to Section 5) has been completed.

5.1 Customers who are not satisfied with the Customer Service they have received from Digital Guppy should send an email to the support team at [email protected] with the following information:

1. A detailed explanation of the question or issue, with references to any prior support requests, emails, LiveChats or telephone calls;
2. A detailed explanation of the outcome that would resolve the issue;
3. Any other information or details that will help Digital Guppy to resolve the issue.

5.2 If the Customer is still not satisfied with the outcome, or it has not been answered within the appropriate time frame (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, or if the complaint relates to a .au domain name, the Registrant has the right to complain to the .au Domain Administration (auDA). Information on auDA can be obtained online https://auda.org.au .

6.1 Support requests and emails sent to Digital Guppy seeking Customer Service should be answered by Digital Guppy staff within two (2) business days. Each time a response is made by the Customer this timeframe will be reset.

6.2 Support requests and emails sent to Digital Guppy seeking an escalation to a Customer Service matter should be answered by Digital Guppy 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 Digital Guppy, 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.

7.1 From time to time, Digital Guppy staff or management may make the decision to apply a $25.00 Customer Service Goodwill credit to the Customer’s account credit balance.

7.2 This credit is not redeemable for cash and can only be used to purchase additional Digital Guppy services or as credit on system-generated invoices for Service renewals.

8.1 In accordance with the Digital Guppy Terms of Service, Digital Guppy 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 Digital Guppy may amend our Customer Service Policy at any time. At all times Digital Guppy will make available the current terms for client review and download via our website. Changes to this agreement other than price changes 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 documented Cancellation Policy.