Service Level Commitment
We are committed to providing our customers with a first class customer service at all times. Whilst we aim to respond to all support queries within 3 working days, in most cases we will respond within hours. In the very rare circumstances when we can not respond immediately to your query, you will receive an acknowledgement with an estimated timeframe for resolution. You can contact us in one of the ways listed in the footer of our website.
Complaints, abuse and appeals procedures
We are committed to providing high standards of service to our customers but understand that sometimes things can go wrong. If you are not satisfied with any part of our service then we want to know about it. We will resolve your complaint as quickly as possible and if appropriate provide an explanation as to what went wrong and how we will seek to resolve the issue.
Please contact us in one of the ways listed in the footer of our website, for example firstname.lastname@example.org. We may call you back or write to you depending on the best way to resolve your complaint.
- When we receive your complaint we will acknowledge it within 3 working days
- We will then fully investigate your complaint and aim to respond within 10 working days
- If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response
- If you are not happy with the explanation we give you, you can contact our Customer Service Manager who will review your complaint and respond to you
Renewal & Expiry Policy
All domains are renewed on a annual basis, we will send out reminder emails 60 days and 30 days before expiry. We will send the emails to the email address on the account, it is the registrants responsibility to make sure their contact details are up to date. Internet SRS AB take no responsibility if your domain renewal fails due to your contact details being incorrect. If you do not wish to renew a domain please make sure to disable the auto renew option 14 days before your domain expires. This can be managed through the client portal area at www.internetsrs.com.
If you do not renew your domain before its expiry date it will have all services we provide suspended and you will have up to 30 days (protected period) after to renew the domain name at the original renewal fee. Please log into the client portal area to view renewal fees. After 30 days your domain will be suspended and will go into a 60 day grace period which you can still renew your domain name but with an additional redemption fee of 495 SEK + VAT. This must be requested by email before the 80th day after your domain has expired, after 90 days your domain will be cancelled and deleted from the register and made available for resale through a third party registrar. Internet SRS AB will not guarantee the renewal of a domain name.
Transfer out policy.
We don't charge for outgoing registrar transfers. To transfer away a domain under the .uk TLD, you need to login to the client portal area and enter the new "TAG" name.