1. Scope
This policy applies to all external communications between Glitch Servers and its customers, including support correspondence, service announcements, incident notifications, and feedback handling. It covers communication made through official support systems, email, and other approved platforms.
2. Purpose
The purpose of this policy is to define how Glitch Servers communicates with its customers in a clear, consistent, and professional manner. It ensures that customers are kept informed of important service information, can reliably contact the Company for support, and are given appropriate channels to provide feedback or escalate concerns.
3. Definitions
- Company: Refers to Glitch Servers, the hosting service provider implementing this policy.
- Customer: An individual or business entity with an active account or service agreement with Glitch Servers.
- Support Ticket: A formal inquiry or service request submitted by a customer through the client area.
- Announcement: An official Company message published via email or within the client area to inform customers of scheduled maintenance, new services, or other updates.
- Incident Notification: A time-sensitive communication relating to a service disruption or security event.
- Business Hours: The standard time window during which staff monitor and respond to support requests (24/7 for enterprise customers).
4. Communication Channels
Glitch Servers uses the following communication channels to interact with customers:
- Support Ticket System: All technical and account-related queries must be submitted via the client area. This ensures consistent tracking and internal accountability.
- Email: Official updates, invoices, maintenance notices, and incident reports are delivered via email to the address associated with the customer's account.
- Announcements: Scheduled maintenance windows, product launches, or policy updates are shared via the announcement module in the client area and may also be sent via email.
- Discord Server: A community Discord server is available for informal customer discussion and general inquiries. This is not an official support channel and should not be used for urgent or account-specific issues.
5. Response Times
- Standard Customers: General inquiries are responded to within 4 hours during support hours (08:00–20:00 UK time, 7 days a week). Technical support tickets are responded to within 2 hours during support hours. Outside support hours, emergency support is provided on a best-effort basis.
- Enterprise Customers: Support tickets are responded to within 1 hour, 24/7, with escalation paths for critical incidents.
6. Status Updates and Transparency
In the event of a service disruption or major issue, the Company will issue an incident notification including:
- A brief description of the issue
- Services affected
- Estimated time to resolution
- Ongoing updates until resolution
These communications will be sent via email and posted in the announcements area.
7. Feedback and Escalation
Glitch Servers encourages customers to provide feedback on their support experience using the post-resolution survey attached to each ticket. For complaints or unresolved issues, customers may submit a new ticket using the "Complaints" category. These are reviewed independently of the initial support team and escalated to management where necessary.
8. Confidentiality and Legal Disclaimer
All communications from Glitch Servers, including emails and ticket responses, may contain information that is confidential or legally privileged. Communications are intended for the recipient only and must not be shared or disclosed without written permission. Unauthorised disclosure or misuse of communications may result in termination of service.
9. Communication Records and Retention
All support communications and announcements are retained for a minimum of 12 months for audit and quality assurance purposes. Communications may be reviewed internally to improve service quality or investigate support trends.
10. Policy Review
This policy is reviewed annually or when there are significant changes to communication systems, staffing, or support procedures.