Customer Service Policy

Classy Creations is committed to providing the highest levels of customer service. It is an unfortunate fact that any business, anywhere in the world, with a rapidly expanding customer base will at some point 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 Classy Creations, and what Classy Creations expects from its customers.

1. Definitions

1.1. "Classy Creations" means Classy Creations of Queensland, Australia, ABN 80 190 164 705.

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

1.3. "Customer Service" means the relationship between Classy Creations 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 and SMS services. These product(s) and service(s) are identified in full within the "sign up" and "service provision" emails Classy Creations has sent after your request for service. The specific details of the Services can be found by logging in to My Account portal or on our website.

1.5. "My Account portal" refers to VentraIP's customer account, billing and management portal, available online at http://www.classycreations.com.au/myaccount/

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

3. Appropriate Channels for Receiving Customer Service

3.1. By submitting an eTicket through My Account portal to the appropriate department.

3.2. Sending an email to the appropriate department (if applicable) using the details made available on the Classy Creations website at http://www.classycreations.com.au/contact.php

3.3. By phoning 0434 356 725.

3.4. 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 manor when seeking Customer Service from Classy Creations.

4.2. Classy Creations staff will not respond to requests for Customer Service if the Customer:

5. Escalation Process

5.1. Customers who are not satisfied with the Customer Service they have received from Classy Creations should ask for their eTicket, email or telephone call to be reviewed.

5.2. 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. eTickets and emails sent to Classy Creations seeking Customer Service should be answered by Classy Creations staff within two (2) business days. Each time a response is made by the Customer this timeframe will be reset.

6.2. eTickets and emails sent to Classy Creations seeking an escalation to a Customer Service matter should be answered by Classy Creations management within two (2) 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 Classy Creations, 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, Classy Creations staff or management may make the decision to apply a $25.00 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 Classy Creations services or as credit on system generated invoices for Service renewals.

8. Non-compliance

8.1. In accordance with Section 10.1 (a) of the Classy Creations Terms of Service, Classy Creations 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. Classy Creations may amend the Customer Service Policy at any time. Should any change occur, we will advise the Customer by email and note the specific changes which have occurred, and provide fourteen (14) days notice before any changes are enforced.

9.2. In exceptional circumstances, Classy Creations Management 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.

9.3. Our Customer Service Policy is made available online for viewing at http://www.classycreations.com.au/customer-service-policy.php