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D. Grant Crawley Limited

SERVICE LEVEL COMMITMENTS

1. GENERAL

“Company” means D. Grant Crawley Limited, whose registered office is at 7 Crown Close, Wigan, Greater Manchester, WN3 5DL and whose registered company number is 2705666;
“Customer” means a business or a consumer (as the case may be) who is receiving Goods or Services from the Company;
“Legislation” means any applicable laws, statutes and regulations; and
“Third Parties” includes any person or organisation that might be affected by our business activities, irrespective of whether they are directly aware or involved in those activities;

The Company recognises that customers have varying expectations of response times and time to complete tasks. Sometimes those expectations are different to what the Company can deliver. For the avoidance of doubt here are the Company’s commitments for delivering services to customers.

2. SERVICE LEVELS FOR .UK DOMAIN NAMES

The Company will acknowledge receipt of all customer communications, requests or complaints within two working days and will complete requests within three working days of the initial contact.

3. SERVICE LEVELS FOR .UK DOMAIN NAME RENEWALS AND EXPIRY

The Company will issue an expiry notice to you, by email, no more than 28 days prior and no less than 7 days prior to the expiry date of the domain. The Company will allow you to renew a domain name and maintain the registration in your own name if you request the renewal at any point up to three days before the point at which Nominet would cancel and delete the domain name, provided that such renewal does not breach any of our terms and conditions or of the Nominet Terms and Conditions of Domain Name Registration. You will be required to complete the Company’s data verification form and agree to the current terms and conditions at the time you request your renewal.

4. SERVICE LEVELS FOR APPLICATION, DATABASE OR WEBSITE DEVELOPMENT

The Company will acknowledge receipt of all customer communications, requests or complaints within one working day. The nature of development is that the length of time to complete will be variable and dependent on the individual project, so the Company will update the customer with current project status on a weekly schedule.

5. SERVICE LEVELS FOR ICANN REGISTERED DOMAIN NAMES

The Company will acknowledge receipt of all customer communications, requests or complaints within two working days and will complete requests within five working days of the initial contact.

6. SERVICE LEVELS FOR EMAIL HOSTING

The Company endeavours to maintain email hosting and webmail services with a minimum uptime of 99.9% over a rolling 30-day period. The Company will acknowledge receipt of all customer communications, requests or complaints within one working day and will complete requests within two working days of the initial contact.

7. SERVICE LEVELS FOR WEBSITE AND DATABASE HOSTING

The Company endeavours to maintain web and database hosting services with a minimum uptime of 99.9% over a rolling 30-day period. The Company will acknowledge receipt of all customer communications, requests or complaints within one working day and will complete requests within two working days of the initial contact.


8. MAKING A COMPLAINT

If the Company fails to meet service level commitments or fails to meet your expectations then please make a complaint by using our Contact Us form and provide as much detail as possible. Your complaint will be treated seriously and will be assigned to a senior manager until it is resolved.

If your complaint is regarding .UK domain registrations, renewals or expiry and is not resolved to your satisfaction you may escalate the complaint to Nominet or you can request a free domain transfer to a registrar of your choice.

9. SERVICE LEVELS FOR COMPLAINTS

The Company will acknowledge a complaint by email within 3 working days of receiving it. The email you receive will have a complaint tracking number in the subject line, you should reply to the email thread or at least include the complaint tracking number in your subject line. That will help both the Company and you view the complaint’s progress at any time and give you the opportunity to update the complaint with additional information you may feel is pertinent to the complaint or complaint process.