1. Shared Website Hosting and Domain Customers:

For customers utilizing our shared website hosting and domain services, we aim to address any updates or queries within 48 working hours. This includes requests for website updates, domain modifications, and related support. If we fail to meet this timeframe, we encourage you to escalate the issue by contacting our escalation team at escalation@liquidwebspace.com. They will prioritize your request and ensure a prompt resolution.

2. Reseller Hosting (All Types), Dedicated Servers, VPS, and Partnership Customers:

For customers utilizing our reseller hosting (all types), dedicated servers, VPS, and partnership services, we prioritize your requests even further. We strive to respond within 24 working hours for any updates, technical issues, or concerns you may have. In case we do not reply within this timeframe, please escalate the matter to escalation@liquidwebspace.com.

If you still do not receive a response within 24 hours of escalating the issue, you can escalate it further to our Level 2 Escalation team at level2escalation@liquidwebspace.com. They will ensure that your concern is addressed promptly and with the appropriate level of attention.

3. No Action or Further Escalation after 5 Working Days:

In rare cases where there has been no action or resolution to your issue, or if you need to escalate the matter beyond the previous contacts mentioned, you can directly reach out to your dedicated account manager. To find the contact information for your account manager, please log in to your account portal. They will assist you in raising a case directly with them and ensure that your concern is handled promptly and effectively.

Please note that the above SLA response times are based on working hours, excluding weekends and public holidays.

Abuse of this Policy

We kindly request that you utilize the escalation contacts and procedures outlined above responsibly and in good faith. While we are committed to addressing your concerns and providing exceptional support, it is important to note that abuse of this policy may lead to certain consequences. These consequences may include, but are not limited to:

Warning: In cases where we determine that the escalation process is being abused or misused, we will issue a warning to the involved party, emphasizing the importance of following the policy appropriately.

Service Review: If the abuse of the escalation policy continues or is deemed excessive, we reserve the right to conduct a thorough review of the services provided to the customer. This review may involve assessing the customer’s overall usage, compliance with our terms of service, and impact on other customers.

Service Suspension or Termination: In extreme cases of policy abuse, where it significantly affects our ability to provide services to other customers or compromises the integrity of our systems, we may temporarily suspend or terminate the services provided to the customer.

We value the trust and satisfaction of all our customers and expect that the escalation process is used responsibly. Our goal is to create a fair and effective support system for everyone. By adhering to the guidelines outlined in this policy, we can ensure that we provide the best possible assistance to resolve any issues or concerns you may have.

At LiquidWebSpace, we are committed to delivering exceptional support and services. We encourage you to contact the appropriate escalation contact mentioned above whenever you require additional attention or expedited assistance. Your satisfaction is our priority, and we will make every effort to address your concerns promptly and efficiently.

If you have any questions or require further clarification regarding the escalation policy or its proper use, please do not hesitate to contact our support team. We are here to assist you.

Thank you for choosing LiquidWebSpace as your hosting provider.