Web Hosting and Domain Customers
Customer Service Level Agreement (SLA)
If you have any queries regarding your Web Hosting or Domain Names, please raise a Support Request via our dedicated Ticket System available at https://netplan.zendesk.com/home
Tickets raised with our Domains and Hosting Team have a typical turnaround within 24 hours and will automatically be logged with a timestamp and stored for future reference
Complaints & Escalation Process
All queries should be raised via our teams on the details above, however if for any reason you are not satisfied with our level of commitment, we have a formalised procedure for raising any complaints or grievances: www.netplan.co.uk/complaints
We monitor our systems 24/7/365, but if you notice anything originating from our network that seems suspicious (such as phishing scams or spam emails) then please email email@example.com immediately with a description of the problem.
Domain Names Terms and Conditions
By purchasing, renewing or transferring any UK domains names through Netplan, customers are bound by Nominet’s Terms and Conditions, available at http://www.nominet.org.uk/go/terms
Renewing and Cancelling your Domain Names
At the start of each calendar month, we will send customers an invoice for any domain names or services due to expire the following month.
If customers would like to renew their domain names and services, simply respond to the invoice or telephone our teams on 0207 1000 424 to arrange payment.
Please note, any domain names or services not renewed will expire once they reach their expiry date, so it is important customers renew before then.
Alternatively, if any customers do not want to renew any domain names or services and let them expire (or transfer them away), simply contact us so we can update your account. We do not charge any release fees