Domain Name Registrations

As part of our web enabled application development division at Sapphire we are a Channel Partner for Nominet and are a registrar for UK based domain names. As part of our compliance please find below domain support provided by Sapphire for all our web-based customers.

Terms and Conditions

All registration and domain purchase requests are quoted and include our standard T&C detail. All renewals are typically covered over a 2 year period. Sapphire will inform our customers, via e-mail, of the renewal date 30 days before expiry.

Support, communication and times are agreed with the client at the quotation stage and a copy of our terms and conditions are available below and are included within the quotation.  A reference link to the Nominet T&Cs is also contained within the quotation.  Upon receipt of a purchase order the customer agrees and accepts to the domain purchase terms for both Sapphire and Nominet.

Sapphire’s Standard Terms and Conditions can be downloaded here
Sapphire’s Technical Support Terms and Conditions can be downloaded here

Nominet’s Terms and Conditions can be viewed here: Nominet Terms and Conditions.

Abuse Email and Complaint Procedure

If you wish to make a complaint due to abuse you have received (phishing scams, spam emails etc), please contact Lisa Ingham, Consultancy Services Manager by emailing me at lisa.ingham@sapphire.net or contacting 0845 58 27001. Or in writing at:

Sapphire
North Point
Faverdale North
Darlington
DL3 OPH

Alternatively you can contact our helpdesk on 0845 58 27001, helpdesk@sapphire.net

We aim to respond to your complaint within 5 working days and aim to resolve your complaint within 15 working days.

The following procedure covers complaints and disputes, which are about the services and products that Sapphire provides.

Sapphire is committed to providing a quality service and achieving the highest standards of conduct (and has adopted these commitments as Company values). One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers. Therefore we aim to ensure that:

  1. making a complaint is as easy as possible;
  2. we treat as a complaint any clear expression of dissatisfaction with our service which calls for a response;
  3. we treat it seriously whether it is made in person, by telephone, by letter, by fax, or by e-mail;
  4. we deal with it promptly, politely and, where appropriate, informally (for example, by telephone);
  5. we respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
  6. we learn from complaints, use them to improve our service, and these are discussed at the management meetings of senior members of staff

How do you make a complaint?

  1. Customers can make a complaint in writing, by fax, by e-mail, by telephone or in person (by appointment please). If you are writing, faxing or e-mailing your complaint please provide your telephone number if a response by telephone would be convenient. If you are e-mailing, please state if a reply by e-mail is required and, if not, please provide a full postal address.
  2. If you know the part of the company which is relevant to your complaint, or the name or title of an appropriate member of staff, please make your complaint direct to them (referring to this complaints procedure would be helpful).

What happens next?

  1. We will reply within 15 working days from when we receive your complaint. If it is not possible to give you a full reply within this time – for instance, because a detailed investigation is required – we will give you an interim response, telling you what is being done to deal with your complaint, when you can expect the full reply and from whom.
  2. That full reply will include details of who to contact next if you believe that your complaint has not been dealt with properly. This will normally be the appropriate member of the board of directors.
  3. If, following that second response, you are still not satisfied, you can ask for your complaint to be referred to the Managing Director.

Sapphire has received no formal or informal complaints over the past five years.

Customer Service Level Commitment and Agreement

Sapphire aim to acknowledge and respond to all points of contact within 1 working day. For incidents that require immediate assistance, please see below for management times.

When addressing the need for service support customers should be comfortable that Sapphire will provide for the following service requirements:

  • The need for total confidentiality of any system information and any other customer sensitive information either discovered or released through the investigation. Closely associated with this requirement is the need for mutual trust.
  • The capability to customise the technical service to match the client’s use of IT.
  • The ability to produce quality systems and present useful reports and, where required, to present these reports.

As an IT security company we adhere to best practice guidelines.

Support, communication and times are agreed below. Please note normal working hours for Sapphire are 8×5 Monday to Friday excluding statutory holidays (GMT or BST as appropriate). Calls can be raised by telephone (0845 58 27999) or e-mail (hostmaster@sapphire.net) by recognised and designated individuals. Out of office hours please e-mail (hostmaster@sapphire.net)

Incident management SLA for domain registrations and renewals:

Priority

Impact Level

Hours of Cover

Response
Time

Primary Resolution Plan Time

Incident Resolution

1

Domain and website failure affecting business operation

8×5

2 Hour

4 Hours

1 Hour

2

Domain and website failure with the potential to affect business operation

8×5

2 Hours

8 Hours

2 Hours

3

Intermittent faults or issues affecting the website

8×5

4 Hours

1 day

24 Hours

4

Informational requests; no immediate business impact

8×5

24 Hours

2 days

48 Hours

Renewal and Expiry Policy

All registration and domain purchase requests are quoted and include our standard T&C detail.

All renewals are typically covered over a 2 year period and Sapphire will inform our customers, via e-mail, of the renewal date 30 days and 7 days before expiry.

At this stage the customer can choose not to renew and cancel the registration. Confirmation of any cancellation should be made in writing either to hostmaster@sapphire.net or in writing at:

Sapphire
North Point
Faverdale North
Darlington
DL3 OPH

You can renew your domain name up to 90 days after it’s expired. After this period your domain name will be deleted and you will no longer be able to renew it. If you wish to renew your domain during this period Sapphire require a renewal request no more than 75 days after the domain has expired. To avoid loss of a domain name, the customer should ensure that domains are renewed well in advance of the expiry date. Successful renewal cannot be guaranteed.

 

 

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