.uk Domain Registration with Paul Michael Ltd referred to as (PML)
PML is a member of Nominet. All fully managed .uk domains are registered on our Nominet IPS tags, which is: WEBSPACES & LRPM.
PML typically handles domain registration, DNS changes and hosting arrangements for customers only as part of a wider range of support services. Therefore, Domain Name Registration is handled personally and not online. It can be requested via our support desk or directly with a member of PML staff.
If you request the registration of any domain name ending in .uk your attention is drawn to the fact that you must agree not only to our Terms and Conditions (https://mailservices.co.uk/terms) but also those of Nominet UK (http://www.nominet.uk/go/terms).
Customer Service Level Agreement for .uk Domain Registration
We provide an SLA to our Support Customers; in the event that you do not have an existing Service Level Agreement (which would take preference), our .uk Domain Services SLA is shown below.
Customers have told us that, for Business Continuity purposes, they prefer domains to always renew unless they tell us otherwise. Therefore, we handle renewal automatically as part of your hosting; we will typically send out invoices after renewal, to the emails to the email address on the account, it is the registrant’s responsibility to make sure their contact details are up to date. PML take no responsibility if your domain renewal fails due to your contact details being incorrect.
If you do not renew your domain before its expiry date, you will have up to 30 days (protected period) to renew the domain name at the original renewal fee. Renewal fee(s) are stated in your IT Support contract. After 30 days your domain will be suspended which means all services will stop and will go into a 60 day grace period which you can still renew your domain name. If the domain name is not renewed, it will be cancelled and deleted from the register after 90 days and made available for resale through a third party registrar.
Complaints and Escalation Process
If you wish to raise a complaint about abuse you have received (phishing scams, spam emails etc), please contact us at firstname.lastname@example.org with as much detail about the abuse. We will investigate your complaint immediately.
Here at Paul Michael Ltd we like to think we get it right all the time, every time. However, in the event that you don’t agree, we would like you help improve our service; we value feedback and, if you wish to make a complaint about a service you have received, please submit an email to us at email@example.com including as much detail from the issue you have. We will acknowledge your complaint within 1 business day and aim to resolve any issues within 5 business days.
Support / Enquires for .uk Domain Services SLA (Service Level Agreement)
Our response SLA for domain related enquires is 3 days.
If you have a signed Support Agreement, further information on our Service Levels can be found there.
For other support matters, if you do not have an existing SLA then PML will use reasonable endeavours to respond, in accordance with the following target Response times (Working Hours)
Priority Response Time
1 1 Hour
2 3 Hours
3 6 Hours
4 12 Hours
“Priority 1 Fault” means a failure of substantially all of the Infrastructure, OR emergency suspension of a user account i.e. an employee leaving the company with immediate effect where a security issue may arise should access to the Infrastructure be maintained;
“Priority 2 Fault” means Infrastructure performance degradation with significant business impact, OR normal suspension/change or addition of a User account;
“Priority 3 Fault” means a loss of some functionality of the Infrastructure with minimal business impact;
“Priority 4 Fault” means a request for advice/assistance with use of the Infrastructure; Infrastructure administration;
PML are committed to ensuring customer WHOIS information correctly reflects back to the legal domain owner (Registrant), we do this by keeping an accurate record of the registrants/companies address on the system at all times. Unless an alternative address/information is explicitly defined by the customer at the time of registration, the owner details in the WHOIS are determined by what we have on file on our systems, or, from what the customer defined as their trading address when signing a support agreement with Paul Michael Ltd.
General Pricing / Key Terms are defined in a customer’s support contract.
Terms and Conditions
Any Order is subject to PML’ Terms and Conditions and we do not accept orders from customers with whom we do not have a working relationship. Registrants will typically have a separate Support Agreement, or have placed other orders, which would have provided them opportunity to review these..
Frequently Asked Questions
- What does PML charge for domain-name related services?DNS changes and other domain related requests will be charged depending on your support arrangement, but are typically carried out at 15 minute increments of our hourly rate which, as of 2019, is £78.50 per hour. All work is carried out under our standard terms of business, Click here for Legal Documents
- How does PML deal with expired and expiring domain name registrations?“Usually, Domain names are automatically renewed, unless we’re notified, via email or letter, that they’re no longer required. If we’re not sure, we will simply contact you to discuss”.
- How can I renew a domain name and how does PML charge for maintaining their registration of a domain name?“Our customers typically use domains as part of their business, therefore we usually automatically renew a domain name and invoice for the renewal retrospectively.”
- What charges, if any, you make where Your Customer is transferring their domain names to a new Registrar, or is otherwise terminating their contract with you.“We typically supply domain names only to customers who have other support agreements with us; the charges for our time are usually incorporated into this agreement. Time taken, for services beyond a simple DNS transfer or cancellation, would be charged as per point 1”