TPP Internet Service levels

TPP Internet will:

• process all new domain name applications in a timely manner
• communicate directly with the applicant or their agent in the event that there is an issue preventing the domain name application being completed
• provide all applicants with an email confirming our systems have received their application, along with an order number for tracking purposes
• process domain name applications within 4 hours of receipt during normal business hours. This may not be possible from time to time as a result of work load or registry systems availability issues.

Processing domain name renewals is quick and easy through TPP Internet's Online Management System (OMS). Simply follow the instructions on your renewal notice to renew your domain name via the OMS.

We pride ourself on the range of communication methods, and frequency of communication we employ, including email, post and phone calls, to inform you of pending renewals. If your contact details are not kept up to date, we may be unable to deliver your renewal notice to you. If you wish to update your contact details, or check your domain expiry date, you can do so at any time using the OMS.

We recommend that all registrants keep track of the expiry dates for their domain names, and renew their domain names 90 days prior to expiry. In addition to online credit card payment via the OMS, we also offer offline payment for renewals via cheque and direct deposit.

For those not experienced in domain name registrations, registering a domain name can be a little complex and daunting. Our team is available via phone and email during business hours to provide advice and suggestions for clients that may have questions regarding their applications.

Applicants can expect to be contacted by telephone by one of our provisioning team should there ever be an issue with their application.

TPP Internet maintains an extensive online knowledgebase to assist clients with the questions they may have. If, once you have consulted this valuable resource and still need assistance, TPP Internet provides telephone and email customer support Monday to Friday, 8.30am to 6pm. Simply call 1300 665 491 or email sales@tppinternet.com.

TPP Internet maintains a Complaints Handling Policy accessible at http://www.tppinternet.com.au/terms-conditions/complaints-handling-policy.php. TPP Internet also has a dedicated Policy Officer who may be contacted by email on policy@tppinternet.com.au.

TPP Internet maintains a privacy policy accessible at http://www.tppinternet.com.au/terms-conditions/privacy-policy.php.

Our domain name registration order flow and Online Management System (OMS) are generally accessible 24 hours a day and achieve a high level of system availability. Scheduled maintenance times are generally at the same time every fortnight, during timeframes intended to cause minimal disruption to customers.

TPP Internet is serious about protecting your private data and domain names. We employ a system of authentication by:

• providing clients with a user name and password pair to access TPP Internet’s OMS, and
• generating a separate Domain Name Password (AuthInfo), which is recognised by the registry, and is used to authenticate a request to change the 'Registrar of Record' from TPP Internet to another .au accredited registrar.

On TPP Internet's web sites, we utilise high level (128-bit) encryption levels on data you input into our website including personal and credit card details.

TPP Internet provides a complete suite of online maintenance tools for your convenience and for successful self-management of your domain name. These can be readily accessed via https://ssl.twoplums.com.au/tppretail/forms/online-management-login.php where you can update your contact details, change the hosting of your domain name (called 'delegation') and look up your domain expiry date. This is a secure area and login is via your TPP Internet client username and password.