1. How to contact us
For a new or existing support issue, use the support ticket form. For a formal complaint, billing concern or policy question, use the contact page or email [email protected]. Contact us from the email address linked to the project or ticket where possible.
2. What to include
- your name, business and preferred contact details;
- the relevant website, service, invoice, proposal or ticket reference;
- what happened and when;
- the outcome you are seeking; and
- any necessary screenshot or supporting document.
Do not send passwords, complete payment-card details, private keys or unnecessary sensitive personal information.
3. Response times
We aim to acknowledge complaints and ordinary support requests within two business days where practical. We aim to provide either an outcome or a meaningful progress update within ten business days; this is not a guaranteed resolution time. Urgent technical incidents are triaged according to the applicable care plan or client agreement. Complex issues involving third-party providers, historic records, security logs or legal advice may take longer, and we will try to explain any material delay.
4. How we review concerns
We may review relevant correspondence, tickets, project approvals, contracts, invoices, backups, security logs and provider records. We may ask for further information or need to consult a provider. Information will be limited to those who reasonably need it.
5. Possible outcomes
Depending on the issue, an outcome may include an explanation, correction, restored access, technical fix, revised record, accessibility adjustment, apology, refund assessment, replacement work, security action or referral to the applicable agreement or provider.
6. Escalation and statutory rights
If the first response does not resolve the matter, reply on the same thread, ask for a review and explain what remains disputed or what outcome you are seeking. Nothing in this policy limits contractual, consumer or data-protection rights.
Eligible consumer disputes may be referred voluntarily to the MCCAA ADR service where its conditions are met. Privacy complaints may be made to Malta’s Information and Data Protection Commissioner.
7. Urgent and emergency matters
MediaMatic is not an emergency service. For suspected crime, immediate danger or urgent safeguarding matters, contact the appropriate authority. For a business-critical website incident, submit an urgent support ticket and use the telephone or WhatsApp details on the contact page. Service response targets remain those in the applicable care plan or client agreement.