Complaint Procedure

1. Purpose

This procedure defines how complaints related to Hosted Cloud services or customer relations should be submitted, recorded, and resolved. Customer satisfaction and transparent communication are among our top priorities.

2. Complaint Types and Proper Channels

Please use the following channels based on the type of complaint:

• Technical / service quality: Support center, ticket system, or live support (customer panel)
• Billing / payment: "Billing" category in support ticket or billing contact
• General customer service: Contact form or official email addresses
• Abuse / violation: Abuse report ([email protected]) – separate procedure
• Official / legal complaint: In writing to our legal address or legal department

3. Required Information in Complaints

For a quick and accurate response, please include:

• Account information (customer number or email)
• Subject of the complaint (technical, billing, conduct, etc.)
• Date of the incident and a brief summary if possible
• Your expectation (refund, apology, correction, etc.)
• Your contact information (for response)

4. Processing Workflow and Timelines

1. A ticket/reference number is assigned when the complaint is received (typically within 24 hours)
2. The relevant department investigates; additional information may be requested from you if needed
3. Initial response: typically within 2–5 business days
4. Complex or technical issues may take up to 10 business days; you will be informed if the timeline extends
5. Resolution or explanation is communicated in writing

5. If You Are Not Satisfied

If you are not satisfied with our response, you can request an escalation on the same ticket or forward your complaint to senior management / customer experience team. Recurring complaints are given priority review.

Your legal rights are reserved; in case of disputes, you may apply to the legal remedies provided by applicable legislation (consumer arbitration board, consumer court, etc.).

6. Records and Privacy

Complaints are recorded for customer relations and quality improvement purposes. Your personal data is processed in accordance with our Privacy Policy and will not be shared with third parties.