Overview
If a service is not functioning as it should, our first step is to help you investigate and troubleshoot the issue. Our goal is to identify the cause and arrive at an appropriate solution.
If the problem persists and we are unable to reach a satisfactory outcome—despite conducting technical troubleshooting and investigation—you have the right to proceed with a formal complaint.
When can I file a formal complaint regarding a service?
A formal complaint means notifying us that you believe there is an error or a deficiency in a service you have purchased.
Before a formal complaint can be initiated, we must first investigate the issue and carry out the necessary technical troubleshooting. This may involve checking how the service is functioning, reviewing settings, and performing technical tests to identify the root cause.
If we find a solution during the troubleshooting process, we will help you resolve the issue.
If, however, we are unable to reach a satisfactory outcome despite our troubleshooting and investigation, you may proceed with a formal complaint regarding the service.
How to proceed
1. Contact our support team
Describe the issue as clearly as possible and specify which service is affected. We will assist you in investigating what has occurred.
2. We conduct technical troubleshooting
We perform the necessary checks and tests to try to identify the cause of the problem. At times, we may require additional information from you to continue the investigation.
3. If the problem cannot be resolved
If, despite our troubleshooting and investigation, we are unable to reach a satisfactory outcome, you may proceed with a formal complaint.
4. We assess the complaint
We review the fault or issue you have described and assess the case based on the circumstances.
What information do I need to provide?
To help us investigate the issue, please provide the following details:
Which service it concerns.
What is not working, or what you believe is wrong.
When the problem first occurred.
What steps you have already taken to try to resolve the issue.
Any error messages or screenshots that might help us understand the problem.
The clearer the information you provide, the easier it will be for us to investigate the matter.
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Summary
We always begin by investigating and troubleshooting technical issues to find an appropriate solution. If the problem persists and we are unable to reach a satisfactory outcome, you have the right to proceed with a formal complaint.