Customer Service Policy
Last Updated: October 10, 2023
1. Definitions
- Customer: The person or entity who ordered services provided by Fidelis Group.
- Customer Service: The relationship between Fidelis Group staff and the Customer, with the purpose of assisting the Customer with questions or issues.
- eTicket: A secure electronic message sent by the Customer to Fidelis Group via the portal for assistance with any Service(s).
- Service(s): Any product or service provided by Fidelis Group, including hosting, domain registration, web development, SEO, digital marketing, and other services. Specific details are provided in the “sign-up” and “service provision” emails.
- Portal: Fidelis Group’s customer account, billing, and management portal, available online at fidelisgroup.au.
- We/Our/Us: Refers to Fidelis Group.
- You/Your: Refers to the Customer.
2. Acceptance
2.1. The Customer signifies acceptance of this Customer Service Policy, as well as our Terms of Service, Privacy Policy, and Acceptable Use Policy, upon submitting an order to Fidelis Group and its acceptance.
3. Appropriate Channels for Receiving Customer Service
3.1. eTicket System: Submit an eTicket through the portal to the relevant department for assistance.
3.2. Live Chat: Use the Live Chat facility on fidelisgroup.au to communicate with Fidelis Group staff members in real-time.
4. Customer Conduct
4.1. Customers must conduct themselves professionally when seeking Customer Service from Fidelis Group.
4.2. Fidelis Group staff will not respond to Customer Service requests if the Customer:
- Uses offensive or obscene language;
- Uses excessive capitalization for the purpose of shouting;
- Makes threats of violence, legal action, or referral to an external party (e.g., Department of Fair Trading);
- Posts the issue on a public platform (e.g., social media, forums, blogs) before raising it directly with Fidelis Group or before completing the escalation process.
5. Appropriate Timeframes
5.1. Technical Support: eTickets and emails for technical support should be answered within 48 hours. Each response by the Customer resets this timeframe.
5.2. Sales and Billing: eTickets and emails for sales and billing inquiries should be answered within two (2) business days. Each response by the Customer resets this timeframe.
5.3. Escalations: eTickets and emails requesting escalation to Customer Care should be answered within three (3) business days. Each response by the Customer resets this timeframe.
6. Escalation Process
6.1. Customers dissatisfied with the Customer Service received may escalate by emailing the Customer Care team at admin@fidelisgroup.au, providing:
- A detailed explanation of the question or issue, with references to any prior eTickets, emails, or phone calls;
- A clear explanation of the desired resolution;
- Any other relevant details to aid in resolving the issue.
6.2. If the issue remains unresolved or is not addressed within the specified timeframe (Section 5), the Customer may seek assistance from external sources, such as the Department of Fair Trading or Consumer Affairs.
7. Customer Service Goodwill Credit
7.1. Fidelis Group may, at its discretion, issue a goodwill credit to the Customer for specific customer service matters.
7.2. This credit is not redeemable for cash and may only be used for additional Fidelis Group services or applied as credit on invoices for service renewals.
8. Non-Compliance
8.1. In accordance with Fidelis Group’s Terms of Service, we may suspend or terminate the services of any Customer who fails to adhere to this policy when seeking Customer Service or escalating an issue.
8.2. Requests for Customer Service that fall outside the guidelines of this policy will not be covered by this policy.
9. Changes to This Policy
9.1. Fidelis Group may amend this Customer Service Policy at any time. Changes take effect upon publication to our website.
9.2. Continued use of our services constitutes acceptance of amended terms. If you do not wish to accept the amended terms, you may request cancellation in accordance with our Terms of Service.
10. Contact Us
For questions about this policy, please contact our Customer Care team via email at admin@fidelisgroup.au.
