HTP Digital is committed to delivering the best possible service to all our customers. The following pages are designed to set out clearly from the start what we can expect from each other throughout our partnership.
CUSTOMER SERVICE LEVEL COMMITMENT
Our commitment to you
HTP Digital is committed to providing high standards of quality and service. As valued customers we aim to answer any enquiries you may have as soon as possible during office hours. Office hours are from Monday to Friday 9.00am -5.30pm. Any calls, messages or emails received outside of these times will be responded to as soon as possible on the next working day. If you have an enquiry about any aspect of our service please contact us in the first instance at firstname.lastname@example.org or call us on 0161 236 9366.
In order for your enquiry to be dealt with as quickly as possible, by the most appropriate person, we may need to contact you for further technical information. Please be advised that if we attempt to contact you for further information and you are unavailable, there may be a delay in resolving your enquiry. If your enquiry is forwarded to an appropriate member of the team, we will advise you who this will be and the timescales involved. We aim to respond to general enquiries within one working day.
HTP Digital will endeavour to respond to your enquiry to your satisfaction however if you feel that you still have unresolved issues, please refer to the HTP Digital Complaints and Appeals procedure.
COMPLAINTS AND APPEALS PROCEDURE
We are committed to ensuring our customers receive a high standard of service. We also appreciate that, with a large customer base, sometimes issues arise that need to be addressed. Your comments are important to us. We rely on feedback from our customers to identify the root causes of complaints. This allows us to put things right for you and ensure improvements are made. We aim to do this quickly and efficiently.
Stage 1: Contact us
If you have a complaint about any aspect of our service, then we would like to hear from you. Many outstanding issues can be resolved informally by discussing them with a member of staff. The team member who deals with your query will aim to resolve any outstanding issues and reach an amicable resolution.
Stage 2: Escalating your issue
If the team member helping you is not able to assist please ask to speak to a manager. Managers are available during business hours but they do however attend meetings and may not be immediately available. If a manager is not free, please provide your contact details to a member of staff and our management team will be in touch. Our aim is to respond to all escalated complaints within 1 hour.
Stage 3: Raising an appeal
As a valued client we take any problems you may have experienced seriously and we endeavour to resolve your concerns in a timely manner. However if you are not entirely satisfied with the response provided, you can raise an appeal by writing to the address below, detailing your account details and the outstanding point.
Unit B2 Chorlton Mill
Manchester M1 5BY
Your complaint will be acknowledged in writing or via telephone within 3 working days of receiving the complaint. An investigation will be carried out into the issues raised and a full response will be provided within 10 working days.
Where the issue is particularly complex it may take longer to respond. If this is likely, we will provide information on the action which will be taken and advise when you can expect a full response.
If you wish to raise a complaint about abuse you have received (phishing scams, spam emails etc), please contact us at email@example.com giving as much detail as you can about the abuse. We will investigate your complaint immediately.
RENEWAL OF DOMAIN NAMES
HTP Digital will send customers a reminder by email not later than 21 days before the domain is due for renewal. HTP will renew the domain automatically and invoice the customer in arrears, unless any fees already due in respect of the domain name have not been paid or the customer tells us not to renew the domain. Any instruction not to renew must be received not later than 14 days before the domain is due for renewal whether or not HTP has successfully contacted the customer pursuant to this clause.
EXPIRED DOMAIN NAMES
If you request that you no longer wish to have your domain name renewed by us, it will be left to expire and all services HTP Digital provide regarding that domain name will be suspended. Your domain name will then go into a 30 day protected period. After 30 days your domain will be suspended by Nominet and it will go into a 60 day grace period. If you change your mind and want to retain your domain name, you still can and at the original renewal price. This must be requested by email before the 80th day after your domain has expired. After 90 days your domain will be cancelled and deleted from the register and made available for resale through a third party by Nominet. HTP Digital will not guarantee the renewal of a domain name after this happens.
TRANSFER OF DOMAIN NAMES
HTP Digital reserves the right to refuse to transfer a domain where any sum is due from the customer to ourselves in respect of that domain name. Where the customer wishes to transfer the ownership of its domain to a third party, HTP Digital may incur costs from its suppliers or the relevant naming authority and will be entitled to charge that cost on to the customer.
On request from a customer in writing, HTP Digital will transfer any .uk domain name on which any fees due have been paid that has been registered by us for that customer to an alternative registrar without charge. International domains on which any fees due have been paid will also be transferred on request in writing, but where HTP Digital incurs costs from its suppliers we will be entitled to charge that cost on to the customer.
Any domain name not registered through HTP Digital but subsequently transferred to ourselves is subject to our conditions. In submitting a request for a domain name to be transferred to HTP Digital, the customer warrants that it is the registrant of the domain name or is authorised to act for and on behalf of the registrant.
In the event of a dispute regarding the ownership of or any rights to a domain name transferred to HTP Digital, we reserve the right to take any and all necessary action to protect ourselves, including (without limitation) the right to give the registry key for the domain name to the registrant and/or to authorise the transfer of the domain name away from HTP Digital.
The customer shall not use any domain name registered by HTP Digital on behalf of the customer to communicate, reproduce, transmit, store or knowingly receive any material that is unlawful, offensive, abusive, indecent, defamatory, racist, obscene, menacing or in breach of confidence, infringes the Intellectual Property Rights of or passes of as any third party.
The customer shall not provide incorrect or incomplete name, address, email address or telephone numbers or any other false information in relation to domain name registrations or otherwise enter information intended to conceal the customer’s identity. The customer further acknowledges that it is its responsibility to notify HTP Digital of any changes to its details and to ensure that those details provided are kept up to date.
The customer acknowledges that the registration and use of domain names is subject to the terms and conditions of the Relevant Naming Authority and accordingly agrees to be bound by them.
HTP Digital registers all .uk domains directly for the customer through Nominet UK. As a Nominet registrar, we are bound by their terms and conditions in doing so. Nominet terms and conditions are available at http://www.nominet.org.uk/uk-domain-names/registering-uk-domain/legal-details/terms-and-conditions-domain-name-registration
HTP DIGITAL OBLIGATIONS
HTP will use its reasonable endeavours to obtain registration of the domain names requested. We do not warrant or guarantee that the domain name requested by the customer will be registered or be capable of registration and the customer should take no action in respect of the requested domain name until the customer has been notified that the requested domain name has been registered.
The customer acknowledges that any domain names registered by HTP Digital on the customers’ behalf may subsequently be suspended or cancelled by persons other than HTP.
If required by the customer, HTP Digital will host any domain name registered through HTP Digital on HTP’s name-servers and provide web redirection and email forwarding services provided always that the domain name is managed by HTP and HTP Digital remains the technical and billing contact. The customer acknowledges that if the domain is transferred to another registrar or management of the domain is transferred to another service provider or if the technical and/or billing contact is changed HTP Digital will no longer be under any obligation to host the domain and/or provide web redirection and/or email forwarding.
If the customer does not make use of the web redirection service for a domain, and does not have web hosting provided by HTP Digital under a separate contract, it will be redirected to a holding page or other website. The customer agrees that HTP may amend the content of any holding page or change the destination of any redirection is at its sole discretion. This does not in any way affect the customer’s right or ability to make use of the web redirection facility as and when the customer chooses until such time as the domain name licence has expired.
HTP Digital will comply with all applicable data protection legislation in relation to the personal details that the customer provides.