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Conversation Policy

1. Purpose

This policy establishes expectations for all interactions between ServerPoint customers and our staff, whether through support tickets, live chat, email, phone, or any other communication channel. Our goal is to maintain a professional and productive environment where issues can be resolved efficiently.

2. Our commitment to you

ServerPoint is committed to providing helpful, professional, and timely support. Our team will:

  • Treat every customer with courtesy and respect
  • Provide honest and accurate information to the best of our knowledge
  • Acknowledge when we don't have an immediate answer and follow up promptly
  • Protect your personal and account information in accordance with our Privacy Policy
  • Focus on resolving your issue as quickly and effectively as possible

3. What we expect from you

To help us serve you effectively, we ask that you:

  • Be respectful. Treat our staff with the same courtesy you expect. Personal attacks, insults, threats, profanity, discriminatory remarks, or other abusive language directed at our employees or contractors will not be tolerated.
  • Be relevant. Keep the conversation focused on the issue at hand so we can resolve it efficiently.
  • Be cooperative. Provide the information our team requests. Refusal to provide necessary details (such as account verification, error messages, or server access) may prevent us from resolving your issue.
  • Be honest. Provide accurate information about your account, services, and the issue you are experiencing.

4. Zero tolerance for abuse

ServerPoint maintains a zero-tolerance policy for abusive behavior toward our staff. This includes but is not limited to:

  • Verbal abuse, threats, or intimidation (written or spoken)
  • Discriminatory, racist, sexist, or otherwise offensive language
  • Persistent harassment across multiple interactions
  • Threats of physical harm or legal action used as intimidation
  • Deliberately providing false information to manipulate outcomes

5. Enforcement

If a customer's behavior violates this policy, ServerPoint may take the following actions, depending on the severity and frequency of the behavior:

  1. Warning: We will inform you that your behavior is in violation of this policy and request that the conversation remain respectful.
  2. Ticket closure: If abusive behavior continues after a warning, we may close the support ticket or end the communication session. You are welcome to open a new ticket to continue seeking support in a respectful manner.
  3. Temporary restriction: Repeated violations may result in temporary restriction of access to support channels.
  4. Account review: Persistent or severe violations may be escalated for account review, which could result in service termination in accordance with our Terms of Service and Acceptable Use Policy.

6. Complaint escalation

If you are unsatisfied with the support you received or believe you were treated unfairly, you have the right to escalate your concern:

  1. Request to speak with a supervisor or manager through your support ticket
  2. Submit a complaint through our Contact Us page under "General questions"
  3. We will acknowledge escalation requests and respond within a reasonable timeframe

7. Scope

This policy applies to all communication channels between customers and ServerPoint, including support tickets, live chat, email, phone calls, and social media interactions. It applies equally to all parties — customers, ServerPoint employees, and contractors.

Last Updated: February 2026