Service Levels

Domain Shield is committed to the highest level of customer service.

Our normal hours of operation of 9am to 5pm from Monday to Friday (Australian Eastern Standard Time), and excluding public holidays observed in the State of Victoria, Australia.

We provide customer support during our normal hours of operation.

If you contact us by telephone we aim to answer your call within 15 minutes of calling, and where no one is available to take your call, then we will return your call on the next business day.

If you contact us by email then we will aim to respond within 3 hours of receiving your email on a business day, but where the 3 hours expires outside of our normal hours of operation, we will respond within 3 hours of the commencement of the next business day. If you lodge a complaint or billing dispute we will respond to you in accordance with our Complaints Policy.

You must pay for our services at the time you order them.

If you have any further questions about our service levels feel free to contact us at