Support

Complaint and Abuse Report Procedure

Key-Systems aims to provide all customers with a high level of service. However, if for any reason you are not satisfied with our service or wish to report a case of one of our customers abusing our services, please contact the customer service supervisor or abuse handling specialist who will investigate and respond to your complaint or report.

If you are not happy with the response and wish to make an escalated complaint, please follow our complaints procedure as detailed below. We give our commitment that your concerns will be fully investigated.

How do I file a formal complaint?

If you have made a complaint to the customer service supervisor and are not happy with the response that you receive then you can escalate your complaint. All complaints should be made to the customer support manager.

Please send your complaint to:

Key-Systems GmbH
Customer Service / Abuse Department
Im Oberen Werk 1
66386 St. Ingbert

Fax: +49-6894 93 96 851
E-Mail: [email protected] for all customer service complaints
E-Mail: [email protected] for all abuse reports
Or call us on: +49-6894 93 96 850

What happens next?

When the customer support manager or abuse handling specialist has received your complaint, he will acknowledge it within two working days. We will then fully investigate your complaint and aim to respond within 10 working days. If the situation requires a longer investigation, we will contact you within 10 working days to inform you when you can expect our response. Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

What happens if I am not satisfied with the response I receive?

If you are not satisfied with the response that you have received from the customer support manager or abuse handling specialist then you have a period of 20 working days from the date of our response to make an escalated complaint. If we do not receive an escalated complaint within 20 working days, we will consider the case to have been resolved.

If you wish to make an escalated complaint, please ensure that you include details of your previous complaint, and reasons for your dissatisfaction. You should receive a final response within 10 working days.

All escalated complaints should be made in writing and include the following information:

  • Your name and contact details and account information if appropriate
  • The domain name(s) concerned (if appropriate)
  • A clear description of your concern or complaint
  • What steps you would like us to take to resolve the issue
  • Please write "Complaint" clearly on the top of your letter or in the subject line of your e-mail.

Key-Systems GmbH
Complaint Escalation
Im Oberen Werk 1
66386 St. Ingbert

Fax: +49-6894 96 93 851
E-Mail: [email protected]

What happens if I am not satisfied with the response I receive?

When your complaint was received, it will be acknowledged within two working days. We will then fully investigate your complaint and aim to respond within 10 working days. If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response. Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

What happens next?

We always welcome feedback on any aspect of our policy, procedures or services. If you would like to send us suggestions or comments please send these to [email protected]t and they will be passed on to the relevant department or project team as appropriate. We value the opinions of our customers as we are always striving to improve our service level. We thank you for taking the time to help us towards that goal.

How can I submit a spam email complaint?

Key-Systems GmbH is strictly against the sending of unsolicited advertising by email. If one of our customers is demonstrably involved in the sending of unwanted advertisements, this will result in the deletion of the used or advertised domain or the used resource. To be able to take action against the sending of spam, we need your assistance.

Please send your spam complaints by email exclusively to [email protected].

To enable us to properly process incoming spam complaints we need the following information:

  • The domain name / mail server addressed by the complaint
  • The complete spam message including all header information (best as an attachment)
  • Other data which may be also helpful for the determination of abuse
  • Valid contact details of the complainant for feedback

Please note: Unfortunately, we can not answer anonymous complaints.

Our team of experts promptly reviews any complaint. In the event we detect an obvious violation of our terms and conditions, immediate measures to prevent a recurrence of the violation will be taken. The measures can range up to the deactivation of the affected service or blocking of the domain or user account.

If our infrastructure was used for sending the email and the illegal nature of the email distribution can be determined without doubt, the customer's access to the appropriate resource can be disabled.

If the sender domain or the domain advertised in the spam email is under the management of Key-Systems and the spam complaint is not doubtless disproved by the customer, the affected domains will be shut down.

Please note that in case of doubt, the mere use of the domain in the "FROM" field of the mail is no conclusive evidence for spamming from that domain, because the "FROM" field and thus the sender of the email could be faked.

We will examine each spam complaint addressed to us, and strive to inform the complainant promptly about the results of our audit and any taken measures.

Please note that we unfortunately can not respond to anonymous or automated complaints.