Legal Information

Legal Information
Customer Services
Netpivotal endeavours to provide excellent service and customer care at all times, but we do acknowledge that from time to time you may need to escalate a query. The following section explains what you need to do in order to get in touch.

Step 1 – How to contact us
For general information please use our Contact Us page to submit a query to our Sales Team. If you need assistance with any aspect of your hosting account, please go to the Netpivotal support page, which contains many tutorials and links to helpful forum topics. You can access this page by clicking on “Support” at the top of this page. This is also the area where you can log in to your account manager and raise a support ticket. This support system is designed to answer technical issues, billing queries and general account information.

Step 2 – If you are not satisfied with a response
If you are not happy with the response you have received from our sales, support or billing team you can contact our Customer Services Team from your Account Manager. Click on the Feedback button on the bottom left of your Account Manager screen and click submit when you have typed your message. You will receive a response to your message from a Customer Services Representative within three days.

Step 3 – Further Contact
Once you have received a response from our Customer Services Team, if our course of action is not satisfactory for you it is possible to request the Customer Services Manager reviews your issue. Please use the Feedback button from within your Account Manager and include “Customer Services Manager” as the subject for your message. You will receive a response from the Customer Services Manager within three days.

Escalation Policy
You raise a support ticket
Our Support Team investigate and responds
You contact the Customer Services Team
The Customer Services Team investigate and offer a solution
You contact the Customer Services Manager
The Customer Services Manager investigates and offers a solution

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