Service Level Commitments

We recognise that customers have varying expectations of response times and time to complete tasks and sometimes those expectations are different to what we can deliver. For the avoidance of doubt here are our commitments to delivering our services to our customers.

Service Levels for .UK Domain Names

We 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.

Service Levels and Policy for .UK Domain Name Renewals and Expiry.

We 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. We 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 our data verification form and agree to the current terms and conditions at the time you request your renewal.

Service Levels for Application, Database or Website Development

We 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 we will update the customer with current project status on a weekly schedule.

Service Levels for ICANN Domain Names

We 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.

Service Levels for Email Hosting

We endeavour to maintain our email hosting and webmail services with a minimum uptime of 99.9% over a rolling 30-day period. We 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.

Service Levels for Web and Database Hosting

We endeavour to maintain our web and database hosting services with a minimum uptime of 99.9% over a rolling 30-day period. We 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.


 

Making a Complaint

If we fail to meet our service level commitments or fail 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.

Service Levels for Complaints

We will acknowledge a complaint by email within 3 working days of receiving it. At the time of acknowledgement you will then be given a login to our tracking system so that you can view the complaint’s progress at any time and update it with additional information you may feel is pertinent to the complaint or complaint process.