Our services have a high level of redundancy in place to minimize the risk of a service outage but this doesn't mean that there will never be an outage of any sort. In the event of any service outage we will be putting all available resources into rectifying the issue as soon as possible.

It isn't possible to give guaranteed timescales because that is dependent upon the issue. Some issues will take minutes to fix where as others will take longer. Some aspects may even be out of our hands and us be dependent upon third parties.

This is why it isn't possible to give guaranteed timescales other than we will do everything within our power to get the services live as soon as possible.

1. We put our customers are at the heart of everything we do and making sure you're happy with the support and guidance we give you is important to us. However, sometimes we miss the mark and if you're not satisfied with our response we want to know about it. It is your feedback that helps us improve our service and avoid making the same mistake twice.

2. Step 1 – Contact us

   If you’re unhappy with any aspect of the service you’ve had from us, then the first step is to contact our Customer Support team. We will aim to resolve most issues quickly and informally as soon as you get in touch. We can be contacted during office hours by email or phone:
   • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
   • Telephone: 01376 340240

3. Step 2 - Escalating

   If you have raised your complaint through our Customer Support team and are not satisfied with the response, you should complain to our Customer Support Manager by email or mail.
   
   Please include as much information about the complaint as possible and the reason you were not satisfied with with our response. This might include:
   • Ticket Ids
   • Names of support agents you dealt with
   • Relevant dates and times
   • Any other correspondence or supporting documentation
   We will acknowledge your complaint within 2 working days and begin our investigation. We will aim to respond within 5 working days. Depending on the nature of your complaint our investigation may take longer to complete. If this is the case we will inform you and let you know when you can expect our response.

4. Step 3 – Taking your complaint further

   After following steps 1 and 2, if you are not satisfied with the response you have received from our Customer Support Manager, you can make a formal complaint in writing to our Director. Please also include what steps you would like us to take to resolve the issue. Our Director will then review your complaint and the responses from our staff.
   
   You will receive acknowledgment of your complaint within 2 working days and a final response within 10 working days. If your complaint requires longer investigation we will inform you of this and let you know when you can expect our response.
   
   Please send your escalated complaint in writing to:
   
   Customer Complaints 
   CSD Network Services Ltd
   10 New Road,
   Rayne,
   Essex,
   CM77 6TG,
   England

1. We are committed to maintaining a clean network with an excellent reputation and expect all of our customers to comply with our terms and conditions. If you believe that something illegal or abusive has originated from our network or systems please contact us immediately at This email address is being protected from spambots. You need JavaScript enabled to view it.       
2. Abuse is considered to be, but not limited to:
   • Spamming
   • Phishing
   • IRC Activity
   • Hacking attempts
   • Network disruption e.g DoS and DDoS
   • Dissemination of computer viruses
   • Illegal web site content
3. When contacting us, please include as much relevant information as possible about the abuse you have encountered. This may include:
   • Web address e.g. www.csd.co
   • Relevant date and times
   • Log files
   • Email headers
4. Once we have received your complaint, we will investigate and contact any relevant customers as required. We will report illegal activity to the police or relevant authorities and work with them to stop the abuse as quickly as possible.