GOV.UK Terms and Conditions
These Terms and Conditions for .gov.uk Domain Registration Services are in addition to our standard terms and conditions. By engaging our services for .gov.uk domain registration, you agree to comply with both our standard terms and conditions and these additional terms and conditions.
1. Role and responsibilities of CDDO (Central Digital and Data Office) as the Critical Domain Holder
1.1. You agree to the following additional terms and conditions found here https://www.gov.uk/guidance/additional-terms-for-govuk-agreements
2. Eligibility:
2.1. Our company is a registered entity within the UK. We comply with the Cyber Essentials and Cyber Essentials Plus certification requirements.
3. Jurisdiction:
3.1. Contracts are governed by the laws of England and Wales. All disputes will be settled under this jurisdiction.
4. Data Protection:
4.1. We comply with the Data Protection Act 2018, the UK GDPR, and all applicable privacy laws. Personal data will be handled according to our privacy policy.
5. Complaints Policy
5.1. If you wish to make a complaint about a service you have received, please submit an email to us at info@tnp.net.uk including as much detail regarding the issue as possible. We will acknowledge your complaint within 4 hours and aim to resolve any issues within 5 business days.
6. Customer Support
6.1. Customer domain support is available Monday to Friday 8am to 6pm UK time excluding bank holidays. Urgent changes can be accommodated with prior agreement or via out of hours support if urgent for those customers with a 24×7 support agreement
7. Obligations:
7.1. We will assist you in meeting all domain registration and management rules. Changes to domain records will be implemented as advised by the Registry Operator or CDDO Domain Management Team.
8. Registrar Status:
8.1. You will be informed if we no longer meet the criteria of an approved registrar or if there are any changes in our organisational control or status.
9. Transition Support
9.1. We will provide reasonable support for moving to another approved registrar if needed.
10. Technical Contact:
10.1. We will confirm and maintain accurate Technical Point of Contact details with the Registry Operator and CDDO Domain Management Team.
11 Security
11.1. We implement multi-factor authentication for domain management tools and ensure the security of domain data. You are responsible for configuring this.
12. Domain Management
12.1. Any domain name changes will follow best practices to maintain security. Notifications of key contact changes will be provided to the CDDO Domain Management Team.
13. Issue Resolution
13.1. We will address any domain-related issues promptly as per the outlined response times:
13.1.1. Critical Impact (e.g. domain offline): Response: 4 hours if you have a 24/7 support agreement or 4 business hours in all other cases. Resolution: 8 hours if you have a 24/7 support agreement or 1 business day in all other cases.
13.1.2. High Impact (e.g. significant functionality affected): Response: 24 hours if you have a 24/7 support agreement or 2 business days in all other cases Resolution: 72 hours if you have a 24/7 support agreement or 3 business days in all other cases
13.1.3. Moderate Impact (e.g. partial functionality affected): Response: within 7 business days, Resolution: within 10 business days
13.1.4. Low Impact (e.g. minor issues): Response: within 7 business days, Resolution: within 10 business days
13.1.5. Non-Impacting Hygiene (e.g. minor administrative changes): Response: within 7 business days, Resolution: within 10 business days
14. Record Retention
14.1. All communications and registration records will be maintained and available to the CDDO Domain Management Team for up to 2 years after cessation of services.
15. Change Requests
15.1. Requests for changes to domain records should be submitted through our ticketing system at support@tnp.net.uk. This ensures proper tracking and timely resolution.