Complaints and Dispute Resolution Procedure

1. If you have a problem

If something is not working as expected or you are unhappy with our services:

1. First, log a ticket through our standard support channels
2. Provide clear detail: what happened, when, for which users, and business impact
3. We will acknowledge and respond as quickly as reasonably possible

2. Escalation

If the issue is not resolved:

• You may request escalation to a manager or designated contact
• We will review the history and propose next steps

3. Formal disputes

If we still cannot resolve the matter informally:

• The dispute will be handled under the Global Terms of Service, which are governed by South African law
• The Terms describe how disputes may ultimately be resolved through arbitration

We prefer to resolve issues early and practically, and encourage open communication before anything becomes formal.