Customer Service Commitments

Overview

oXnames provides domain registration, DNS management, hosting, email and related online services. Our aim is to offer practical, clear and helpful support, especially for small businesses that need their online services to work reliably.

Support channels

Customers can contact us through our support portal, account ticket system and published contact channels. Using the support portal helps us verify the account and keep a record of the issue.

• Support and help centre: https://www.oxnames.com/help/
• Complaints: complaints@oxnames.com
• Abuse reports: abuse@oxnames.com

Response times

We aim to acknowledge customer support requests as quickly as possible during normal working periods. Formal complaints are acknowledged within 3 working days.

Resolution times vary depending on the issue. Simple billing, DNS or account questions may be resolved quickly. Issues involving registry checks, third-party suppliers, abuse investigations or account ownership checks may take longer.

Domain support commitments

For domain name services, we aim to:

• Provide clear registration and renewal pricing before purchase.
• Send renewal reminders to the account email address where possible.
• Help customers understand DNS, nameserver and transfer settings.
• Handle domain transfer and registrant update queries fairly and carefully.
• Maintain accurate customer and registrant data where required by registry rules.

Hosting and email support commitments

For hosting and email services, we aim to help with account access, service status, basic setup, DNS connection, mailbox setup and service renewal questions. We may not be able to support third-party scripts, custom code or external platforms outside our control.

Billing and renewals

We aim to make renewal dates, invoices and charges clear. Customers remain responsible for keeping payment details and contact details up to date, and for renewing services they wish to keep.

More detail is available in our Domain Renewal and Expiry Policy.

Abuse and complaints

Abuse reports are handled through our published abuse process. Complaints are handled through our formal complaints procedure and can be escalated where needed.

• Abuse Reporting
• Complaints Procedure