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.
Nominet’s Terms and Conditions can be viewed here: Nominet Terms and Conditions.
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 firstname.lastname@example.org or contacting 0845 58 27001. Or in writing at:
Alternatively you can contact our helpdesk on 0845 58 27001, email@example.com
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:
Sapphire has received no formal or informal complaints over the past five years.
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 (firstname.lastname@example.org) by recognised and designated individuals. Out of office hours please e-mail (email@example.com)
Incident management SLA for domain registrations and renewals:
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 firstname.lastname@example.org or in writing at:
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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