Our business is built on providing outstanding customer service, ensuring that you want to keep your hosting business with us. Intermip is committed to providing a high quality and professional service to our customers whenever and wherever they have contact with us and for whatever reason. we strive to provide a service that responds professionally and appropriately to your individual needs. We want our customers to feel satisfied that we have provided the highest quality of service to them.
Your security is extremely important to us and for this reason Intermip regards the lawful and correct treatment of personal information as very important to our successful operation. Intermip does not rent, sell, or share your Personal Information with third parties. Intermip will ensure that it treats personal information lawfully and correctly and to this end fully endorses and adheres to the principles of Data Protection as set out in the Data Protection Act 1998.
Service Level Agreement
We aim to deliver the highest possible levels of up-time and agree that the Hardware on which your domain is based on Server Hardware and service critical infrastructure, including Power and Network Connectivity and will be available for 99.99% of the time (excluding scheduled maintenance, advance notice of which will be given wherever possible).
In the event of an outage to one of these service components which results in server downtime customers may be entitled to claim a service credit of one day's service fee for every hour that the server is unavailable, depending upon the outage circumstances. The period of the outage will be measured from the time you report the problem to our confirmation of restoration of service.
SLA claims may be made up to a maximum of one month's service fee in any calendar month.
Outages caused by third party software installations or other modifications to the default server operating system as deployed do not fall within the terms of this Service Level Agreement.
All requests relating to technical support issues, domain registrations, transfers, etc. will normally be responded to by the end of the next working day. The working day is defined as Monday to Friday, 9:00 am to 5:00 pm and excludes Bank holidays and public holidays.
Any complaints regarding the abuse of services should be directed to firstname.lastname@example.org
Complaints & Escalation Process
We are committed to providing the highest standard of customer service to all our customers. However, in the unlikely event of a problem or complaint, we will do everything possible to ensure it is dealt with quickly and fairly.
Not a customer?
If you are not a customer and have a complaint relating to any third party (for example relating to the content of a website hosted by a customer). Our customer support agents will be unable to assist you directly. In such a case, please send details of your issue or query to our misuse team email@example.com
We can also be contacted in writing, at the address below:
Goldthorn Services Limited 127,
Please include your as much detail as possible in your request, so we can fully investigate your concerns before contacting you.
If we don't resolve your concerns first time
If you feel we have been unfair or unreasonable in addressing your concerns, you can ask for your complaint to be referred to our Customer Service Manager for further review.
Please note: by signing up for any of our services you agree to be bound by our Acceptable Use Policy and our general Terms and Conditions of sale.