Geforce Technologies Pty Ltd (trading as Geforce Technologies) is committed to providing the highest levels of customer service in the industry. 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 Geforce Technologies, and what Geforce Technologies expects from its customers.
1.1. “Geforce Technologies” means Geforce Technologies Pty Ltd, (trading as Geforce Technologies) of NSW, Australia.
1.2. “Customer” means the person or entity who ordered our services.
1.3. “Customer Service” means the relationship between Geforce Technologies 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 VPS services. These product(s) and service(s) are identified in full within the “sign up” and “service provision” emails Geforce Technologies has sent after you request for service. The specific details of the Services can be found by visiting our website.
1.5. Our “Control Panel” refers to Geforce Technologies’ customer account, billing and management portal, available online at http://cp.geforce.net.au
3. Appropriate Channels for Receiving Customer Service
3.1. By submitting a request through our control panel to the appropriate department.
3.2. Sending an email to the appropriate department (if applicable) using the details made available on the Geforce Technologies website at http://www.geforce.net.au/contact.php
3.3. If eligible, by phoning 1300 66 55 84, or by fax +61 2 9012 0914
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 in an appropriate and professional manner when seeking Customer Service from Geforce Technologies.
4.2. Geforce Technologies’ staff will not 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 forums or blogs, before it has been either raised with or answered by Geforce Technologies staff within an appropriate timeframe (refer to Section 6), or before the escalation process (refer to Section 5) has been completed.
5. Escalation Process
5.1. Customers who are not satisfied with the Customer Service they have received from Geforce Technologies should ask for their eTicket, email or telephone call to be reviewed by the Customer Service Manager.
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 Geforce Technologies seeking Customer Service should be answered by Geforce Technologies 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 Geforce Technologies seeking an escalation to a Customer Service matter should be answered by Geforce Technologies 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 Geforce Technologies, 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. In accordance with Section 10.1 (a) of the Geforce Technologies Terms of Service, Geforce Technologies 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.
7.2. Any requests for Customer Service made outside of the guidelines set within this policy will not be covered by this policy.
8.1. Geforce Technologies 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.
8.2. In exceptional circumstances, Geforce Technologies 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.
8.3. Our Customer Service Policy is made available online for viewing at http://www.geforce.net.au/terms-of-service.php