The purpose of this Service Level Commitment ("SLC")
Namesco only provide a service level commitment (SLC) in respect of business products. The home products are priced very competitively and for this reason do not have an SLC, although Namesco do strive to provide a reliable service.
Namesco aim to provide a high quality reliable service based on its own infrastructure, but Namesco are unable to provide service level commitments in respect of any third party suppliers.
Our 99.99% uptime commitment covers server and network uptime only i.e. our servers being physically switched on and with an active Internet connection.
Any calculation of network availability shall not include any unavailability resulting from (a) scheduled network and/or server maintenance; (b) third party unavailability; (c) DNS related issues; (d) end user connectivity issues; or (e) any other issue outside of the control of Namesco Limited.
Resolution of Complaints
If you are unhappy with the level of our service, please contact us and let us know. It is mainly through your feedback that we are able to review and keep improving the overall service we provide. We will do our best to resolve any complaint that you have as quickly as possible, once it has been investigated.
If you are unhappy with our service please contact us within 5 days of the incident that gave rise to the downtime, by logging an enquiry to the Customer Care Team from the support section of your online Control Panel.
To avoid any delay, please do not send correspondence to individual employees' email addresses.
We will deal with your complaints or queries as quickly as possible. We will aim to acknowledge your enquiry within 3 business days and respond within 10 working days of receipt of your enquiry.
Managers at the highest appropriate level deal with all complaints. If your complaint is not resolved to your satisfaction you can ask to escalate the matter internally by writing to our Customer Care Team at Acton House, Perdiswell Park, Worcester, WR3 7GD, explaining that you wish the matter to be escalated.