Customer Service Information
Contact Response Times
We are committed to providing timely responses to all customer inquiries:
- Email/Helpdesk inquiries: We respond within 24 business hours
- Abuse inquiries: We respond within 5 days
- Phone support: Available Monday-Friday, 9:00 AM – 5:00 PM EST
For urgent matters, please call our priority support line, and we will address your concern immediately.
Complaints Process
We take all customer concerns seriously and have established a clear process for handling complaints:
Step 1: Initial Complaint Submission
Submit your complaint through any of the following channels:
- Email:abuse@cloudfloordns.com
- Phone: +1.781.373.5823
- Online form: www.cloudfloordns.com/abuse/
- Mail: Customer Complaints Department, 40R Merrimac St. STE 201E Newburyport, MA 01950
Step 2: Acknowledgment
You will receive an acknowledgment of your complaint within 2 business days, including:
- A unique reference number
- The name of the staff member handling your case
- Expected timeline for resolution
Step 3: Investigation
We will thoroughly investigate your complaint and may contact you for additional information. Most complaints are resolved within 5 business days.
Step 4: Resolution
You will receive a detailed written response explaining:
- Our findings
- The action we will take
- Any compensation or remedy offered
- Your right to escalate if you’re unsatisfied
Step 5: Escalation (if needed)
If you are not satisfied with our response, you may escalate your complaint to our Customer Service Manager by replying to your case email or calling our main phone line.
Abuse Complaints
For serious concerns involving abuse, harassment, safety violations, or inappropriate conduct:
Email: abuse@cloudfloordns.com
Response Time: We respond to all abuse complaints within 5 business days
What to Include:
- Description of the incident
- Date and time of occurrence
- Any relevant account information or reference numbers, domain name, network, IP Addresses
- Supporting documentation (screenshots, receipts, etc.)
- Your contact information for follow-up
All abuse complaints are treated with the highest priority and confidentiality. We may contact you for additional information during our investigation. We will respond within 5 days.
Contact Information
General Customer Service
Email: support@company.com
Phone: +1.781.373.5823
Hours: Monday-Friday, 9:00 AM – 5:00 PM EST
Abuse Reports
Email: abuse@cloudfloordns.com
Response time: Within 5 business days
We value your feedback and are committed to providing excellent customer service. Your satisfaction is our priority.