Customer Service Commitments

Overview

These commitments describe how oXnames supports domain names, DNS, hosting, email, virtual servers and related account services. Our aim is to provide practical, clear and helpful support for customers who rely on us to keep their online services working.

How to contact support

Customers can contact us through the published support channels, including Knox Support. Formal complaints can be sent to complaints@oxnames.com, and suspected misuse to abuse@oxnames.com.

Using the support portal helps us identify your account securely and keeps the conversation and technical history together.

Response and resolution

We aim to acknowledge support requests promptly during normal working periods and to acknowledge formal complaints within three working days. Resolution times depend on the nature and complexity of the issue.

Registry, supplier, ownership, payment and abuse matters may require third-party checks. When a final answer is not immediately available, we aim to explain what is being investigated and what happens next.

Domain service commitments

• show registration and renewal pricing clearly;
• send renewal information where possible and provide renewal controls in Knox;
• help with nameservers, DNS, transfers and common registration questions;
• handle transfer and registrant changes carefully and fairly; and
• remind customers to keep account and registrant information accurate.

Hosting, email and server support

We help with account access, service status, basic setup, DNS, mailboxes, renewals and the oXnames controls supplied with a service. Self-managed VPS and dedicated-server customers remain responsible for their operating system, software, security and backups unless a managed service says otherwise.

Support for custom code, third-party scripts, external platforms and unsupported software may be limited, but we will try to identify whether the underlying oXnames service is operating correctly.

Billing and renewals

We aim to display charges, billing cycles, renewal dates and invoices clearly. Customers are responsible for keeping payment and contact details current and completing renewal by the due date. Domain-specific timing is explained in our Domain Renewal and Expiry Policy.

Abuse reports and complaints

We review reports in line with the evidence, applicable law and service policies. The routes and information required are set out in our Abuse Reporting process and Complaints Procedure.

Continuous improvement

We review support cases, service incidents, complaints, abuse reports and customer feedback to identify improvements to our systems, documentation and communication. We aim to correct recurring sources of confusion and make self-service controls easier to use.