Customer Service Level Agreement


Please contact using one of the contact methods below, outside of office hours please email us at support@netmatters.com

Telephone 01603 51 50 07

Website: https://www.netmatters.co.uk/contactUs

Live Chat: https://www.netmatters.co.uk/

Email: support@netmatters.com

We will to respond to all points of contact within 1 business day and aim to resolve any issues you have within 5 business days.



Abuse Email


If you wish to raise a complaint about abuse you have received (phishing scams, spam emails etc), please contact us at with as much detail about the abuse. We will investigate your complaint immediately.

Or

Abuse Complaints: (support@netmatters.com)



Domain name - Complaints & Escalation Process


We like to think we get it right all the time, every time but the truth of it is everyone gets it wrong from time to time. We can only improve on our services with valid feedback from you, our customers. If you wish to make a complaint about a service you have received, please submit an email to us support@netmatters.com including as much detail from the issue you have. We will acknowledge your complaint within 1 business day and aim to resolve any issues within 5 business days. If you're not happy with the initial outcome of your complaint, you can escalate your complaint to a manager/director by emailing sales@netmatters.com

You are also able to make a formal complaint about a registrar to Nominet (the .uk registry) here: www.nominet.org.uk



Domain name manage - agreement Key Terms


Charges for the domain-name related services you provide:

£10 per year for managing a domain names DNS for a client

£10 per year for the registration/ renewal of a .uk domain



Renewals and expiring domain name registrations


Netmatters will auto renewal all .uk domains on behalf of our client unless we receive a cancellation request in writing from the client

Netmatters will invoice 30 days in advance for domain renewals, allowing the client sufficient time to respond should they wish to cancel a renewal.

Netmatters charge £10 a year for maintaining a domain registration of a domain name - this includes renewing the domain name.



Cancellations and Migrations of Domains


To cancel a domain registration, please email support@netmatters.com

To Migrate a domain to another provider, please email support@netmatters.com providing the IPS TAG for the new provider.