RHIXO

RHIXO Support, Complaints and Case Management Policy

Support, complaint handling and case-management rules.

This document forms part of the RHIXO controlled legal framework and applies as described below. It operates together with the RHIXO Customer Agreement, RHIXO Product and Service Schedule, accepted order and other incorporated documents where relevant.

1. Case creation

Support contacts through enabled channels are converted into or linked to a case with a unique reference. The case records the customer, product, issue, status, priority, communications, internal notes and relevant evidence.

2. Digital-first service

Digital Support Associates may answer calls, receive email/chat, authenticate where appropriate, triage, resolve known issues, request information, update cases and communicate status within their authority. Human involvement is an escalation path rather than a default operating requirement.

3. Priorities

• Critical - production outage, material security incident, payment/fulfilment failure affecting active customers or severe data-integrity risk.
• High - customer materially blocked from a core paid function.
• Normal - impaired but usable function, account/configuration issue or non-critical defect.
• Service request - how-to, content/configuration change, feature request or general enquiry.

4. Resolver groups

Support may route cases to product operations, billing/administration, Engineering, Quality, Security/Compliance, or an external supplier. Routing does not transfer ownership of the customer relationship: the central case stays open until customer-facing resolution or a documented closure outcome.

5. External suppliers

Where the cause sits with GoDaddy, Stripe, Postmark, Apple, Microsoft, Xero or another supplier, we may create or link a supplier ticket and record its reference. Customers should not be required to diagnose our supplier architecture themselves where we supply the affected service.

6. Customer cooperation

Customers must provide reasonably requested information, maintain current contact details and avoid sharing passwords or secrets through insecure channels. Support may pause a case where required information is not provided.

7. Complaints

A complaint is recorded as a case, distinguished from an ordinary incident, and escalated according to severity and subject matter. Commercial disputes, privacy complaints, security incidents and legal claims may be routed to the relevant authorised function.

8. Abuse and safety

Threatening, abusive, fraudulent or unsafe conduct may lead to channel restrictions or account action consistent with the AUP, while legitimate complaints will still be handled through an appropriate channel.

9. Case closure and records

A case may be closed when resolved, when a final response has been provided, when the customer confirms resolution, or after reasonable attempts to obtain required information. Closed cases and audit records are retained according to the retention policy.

10. Service targets

Any contractual support hours or response targets are stated in the Product Schedule or order. Published aspirations are not converted into guaranteed resolution times unless expressly incorporated.