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Frequently Asked Questions

Customer Complaints Procedure

Where possible, we will endeavour to resolve a customer concern at the first point of contact. In the first instance please raise a concern with the team best placed to resolve it (e.g. for an invoice related concern please raise it with the accounts team).

If the concern is not resolved to your satisfaction then please feel free to raise the issue as an escalation, either to your client manager or the team leader of the appropriate team.

If the escalation is not resolved to your satisfaction then please feel free to raise a complaint using the process below. You may also raise an issue straight to complaint stage at any time if you deem this the best course of action.

http://www.pulsant.com/download/customercomplaintsguide.pdf

Response SLA

There is a 30 minute initial response time SLA for new queries and a 2 hour response update.

Frequently Asked Questions

In this section, we have tried to answer some of the more common questions relating to Domian Registration & Management. If you are looking for answers that are not contained below or for that matter elsewhere in the knowledgebase, then please feel free to contact us by filling in the form here.

Q. What is a domain name?

A. Computers connected to the Internet have unique numerical addresses so that electronic information is delivered to the right place. The domain name system (DNS) translates the numerical addresses of computers into more user-friendly names. The resulting domain names are easier to remember and help people to find information on the Internet. Domain names are also used in e-mail addresses, for example, [email protected]

 

Q. How do I register a domain?

A. Registering a domain name is a very straightforward process. Please use the Pulsant domain registration wizard here.

 

Q. How do I know if my desired domain name is free to register?

A. Click on the wizard link and choose either ‘domains only’ or ‘domains and hosting’ from the drop down menu. Then type your desired name in the ‘Domain Details’ box and click continue. If your domain is not available then you will be informed so at this stage.

 

Q. The domain I want is not available. What can I do?

A. Probably nothing, unless you are prepared to try and buy the domain from the current registrant. However, a good domain name can be worth thousands of pounds – some have sold for millions. If you think that a registered domain is in breach of a trademark that you own then you may be able to take legal action against the registrant but this can also be costly.

 

Q. What characters can be used in my domain name?

A. Domain names can only include the letters a to z, the numbers 0 to 9 and a hyphen (-), nothing else. No spaces, underscores etc. Email addresses however, can use underscore and full stop before the @, e.g. [email protected] would be valid, as would [email protected] or [email protected]

 

Q. OK, now that I have registered my domain name, what’s next?

A. When you register a domain name you can then use it to point to a website or use it for email. To do this you will however need a web hosting account.

 

Q. How long will my domain name be registered for?

A. Domain names are registered for a period of two years. Shortly before a domain is due to expire you will receive a reminder from us to renew the domain for a further two years. The cost of renewing the domain is the same as the initial registration fee.

 

Q. Can I cancel a domain name once it has been registered?

A. If you no longer want a registered domain, you can just let it expire and it will then be deleted. Please note however, Pulsant will not refund the cost of any domain registered in error unless it has been registered in error by a representative of Pulsant.

 

Q. Can I transfer an existing domain that I registered with another company to Pulsant?

A. Yes, the first thing to be aware of is that global domain transfers are different from UK domains. Domains that have extensions .com, .org, .net etc need to be unlocked first of all. You need to ask your current registrar to do this. You also need to ask them for an ‘Auth Code’. When the domain is unlocked, let us know and forward the auth code to Pulsant and we will initiate a transfer request. This will constitute an email being sent to the current registered administrative contact, so please ensure you have access to this email address. When you receive this transfer authorisation email (it will come from Ascio), simply click on the link within the email which will take you to a web page. Here you have to click on a button to approve the transfer of the domain. There is a £30 charge for domain transfers such as these – this is because Ascio require us to renew the domain for 1 further year. In effect, you will now have a further year before your domain expires.

If the domain is a .co.uk, .org.uk or some other variant of a UK registered domain then you simply need to contact the current registrar and ask them to change the IPSTAG to “EDNET”. Once this is done, let us know and we will ensure all our records reflect the fact that Pulsant now manage the domain. There is no charge for a UK domain transfer.

 

Q. How can I find out who my exiting domain is registered with?

A. If your domain is a global domain e.g. .com, .org, .net etc, then you can lookup your domain details on the InterNIC website. InterNIC is part of ICANN, The Internet Corporation for Assigned Names and Numbers, the organisation responsible for managing the Domain Name System. Lookup your domain here.

If you wish to find out information on a UK registered domain name then you can consult Nominet. Nominet are an organisation similiar to ICANN but operate only in the UK. Lookup your UK domain name here

Q. My domain name has expired but I still want it. What do I do?

A. If the domain was last registered on your behalf by Pulsant and it has not been expired for more than 60 days, then only Pulsant can renew the domain and even then, it has to be renewed with the same registrant as before. This is a ‘safety net’, giving the domain owner more time to renew the domain if, for example, they had either forgotten to renew the domain or had not received email notification that the domain was due for renewal. If the domain has passed the 60 day protection period then it is in the public domain once more and is freely available for anyone to register. Pulsant always contact customers 1 month prior to a domain expiring, giving them plenty of time to decide if they wish to retain it or not.

 

Q. How do I transfer my domain away from Pulsant?

A. In a similar fashion to the description above for transferring a domain to Pulsant, we would unlock your domain for you and supply an auth code to allow the transfer to your new provider. For a UK domain, we would update the IPSTAG for you which would in effect transfer the domain. If you have email hosting or a website at this domain then please ensure you request these to be ceased if applicable. If you wish to retain these services then you will need to tell your new registration service provider to leave the nameservers as is or edit your domain zone file to point to the services you are retaining.

Please note that we will pass any request for domain transfer to our accounts department in the first instance to ensure there are no invoices outstanding. They will then release the domain and the transfer will continue.

 

Q. I wish to host my website elsewhere. Can Pulsant still register my domain for me?

A. Yes, simply register the domain with Pulsant then inform us of the nameservers your hosting company use. We will then update your domain and when completed, a whois lookup will normally reflect the changes within 30 minutes and in some cases, almost immediately. However, propogation across the internet can take up to 48 hours if you have previously had a live website hosted with Pulsant or another hosting company.

 

Q. Can I resell my domain name?

A. As long as you are the legal owner of the domain and there are no outstanding registration fees then you can of course sell it.

 

Q. How do I transfer ownership of my domain to a 3rd party?

A. To transfer ownerhip of a global domain e.g. .com, .org or .net etc, simply inform us of the details and once we have confirmed authorisation, we will update our records to reflect the changes. If however, your domain is a Nominet controlled domain e.g. .co.uk, .org.uk or .me.uk then you are required to fill in forms and submit these to Nominet. More information can be found on their website. When your UK domain was first registered, a password would have been sent to the admin contact for the domain. This will allow you to login to the Nominet site and amend the registrant details if required.

 

Q. What kind of scams are there involving domain registration and how do I avoid them?

A. Domain name scamming is big money. There are some well known (and ongoing) cases of organisations attempting to convince domain owners that they need to act quickly or ‘lose their domain forever’ and that you need to renew through them if you wish to maintain control and ownership of your domain. Of course they will charge you large sums of money for the trouble.

One very common scam is where a company or individual will call you and say that somebody else is about to register a domain similar – but never identical – to your organisations name or a domain that you have registered. The company says it’s a courtesy call to see whether you’d like to buy the domain name, otherwise they’ll sell it to the other party.

The trick here, of course, is that there isn’t another customer. The registrar is cold-calling you and offering to register a domain name you don’t need and scaring you by suggesting someone else will get it if you don’t. The domain names that they refer to will more than likely remain unregistered as no interested 3rd party exists. If you do happen to want them registered then simply contact us and we will register them on your behalf, saving you money in the process.

The bottom line is simply this, never act upon any ‘out of the blue’ contact regarding your domain without first checking with your current registrar. They will be able to tell you exactly when your domain is due for renewal and reassure you that it is in safe hands and being managed properly.