Service Level Agreement

99.99% Uptime Guarantee

Our server network backbone consists of multiple redundant internet connections and components. This means we are confident enough to guarantee 99.99% network availability. This excludes any scheduled maintenance. Network availability is measured by our internal monitoring systems. We aim to fix any network issues within 4 hours. In the unlikely event we fail to meet this promise, you can claim credit equivalent to one day’s service for every 4 hours that your server is unavailable after the initial 4 hour period, up to a total of 7 business days.

Exceptions

• Our SLA does not cover the following circumstances:
• Any events beyond the reasonable control of Ecomtastic. Examples include, but are not limited to, fire, flood, virus attacks/ hacking, or failure of third party software;
• DNS issues outside our direct control;
• Any customer actions that lead to the server having technical issues. Examples include, but are not limited to, custom scripts or coding, 3rd party software installed on the server, wilful misconduct or breach of our terms and conditions;
• Upgrades, scheduled maintenance or emergency maintenance.

Please use the contact form to contact us for any domain name related queries.

Abuse Complaints Support

Whilst we take every effort in ensure a secure domain hosting, others outside of our control may abuse your digital assets such as phishing scams, spam emails. We aim to respond to any issues within 4 hours.

Please use the contact form to contact us for any domain name related queries

Complaints & Escalation Process

Please use the contact form to contact us for any domain name related queries you may have. We aim to respond to any issues within 4 hours.

Should you feel that your complaint has not received our full attention and/or are not satisfied with the outcome, you can write to the complaints department.

Ecomtastic
c/o N-TIRE SYSTEMS Limited
3D Sheen Gate Gardens
London
SW14 7PD

Nominet

Subject to Nominet’s Terms and Conditions of Domain Name Registration: https://www.nominet.org.uk/go/terms

To make a formal complaint about Ecomtastic to Nominet (the .uk registry): http://www.nominet.uk/resources/complaints