Customer Service Policy

01How to reach us

Email [email protected] for anything. It is the channel we monitor and the one that creates a record, so it is the fastest way to a real answer. Phone +61 447 623 096 for something urgent.

For anything affecting a live service – a site down, email not arriving, a suspected compromise – lead with that in the subject line so it gets picked up first.

Please raise support requests through these channels rather than by direct message or social media. Not to be difficult: those are not monitored reliably, and a request that arrives there may simply not be seen.

02When we are available

Business hours are Monday to Friday, 9am to 5pm AWST, excluding Western Australian public holidays.

Outages and security incidents affecting live services are handled outside those hours. Everything else is picked up within the response targets below. We are a small business and we would rather tell you that plainly than imply an overnight desk that does not exist.

03How quickly we respond

These are targets, not guarantees, and they are the time to a substantive first response rather than to a resolution.

Service outage or security incident: within 2 business hours, and immediately where we detect it ourselves. Everything else – service affected but working, billing and account questions, general questions, quotes, and change requests: within 48 hours.

If something will take longer than the target, we will tell you that rather than going quiet. Silence is the part people actually resent.

04What we need from you

Tell us the domain or service affected, what you expected, what happened instead, and roughly when it started. A screenshot or the exact error text saves a round trip.

For anything touching an account, we need the request to come from an authorised contact. We will not make changes to a service on the word of someone we cannot verify – including someone who sounds certain and is in a hurry. That check protects your business, and it is exactly the check social engineering tries to talk its way past.

05If you are not happy

Tell us. Reply on the same thread and say so plainly, or email [email protected] and mark it as a complaint. It comes to the owner of the business either way, so there is no queue to escalate through.

We will acknowledge a complaint within 48 hours and give you an outcome or a clear timeframe within 5 business days.

If it concerns how we have handled personal information and you are not satisfied with our response, you can take it to the Office of the Australian Information Commissioner at oaic.gov.au. For a dispute about a .au domain, auDA also has a complaints process.

06How we expect to be treated

We will be straight with you, including when the problem is ours. We would rather say 'we broke it, here is the fix' than manage you.

In return we ask for ordinary courtesy. Abuse, threats, or harassment directed at us are the one thing that will get support restricted to written channels, and in a serious case will end the engagement under our Terms of Service. Being frustrated is fine and understandable. Taking it out on a person is not.

07Changes

We may update this policy. The current version will always be published on this page.