Support and Abuse Policies

Customer Support

Support Requests Received via the Name.com Support Contact Us page.

Customers can submit support requests through this page for issues related to their domain name or other products. When their inquiry/issues are sent to us, it goes into a queue through our ticketing system. The emails/tickets are then handled by our customer support representative and are answered based on their issue, concern, or inquiry. If the issue falls within our scope of support, the customer will receive a response within one business day. After that, we will either resolve the issue directly or escalate it to our development team/system administrator for resolution and inform the customer it has been escalated. Once the development team or system administrator resolves the issue, we will follow up with the customer.

If you are unhappy with any aspect of our services or the level of service received from our Support team, please contact us through the support submission form to outline your situation while requesting it is escalated. We will review and respond within three business days. If the customer issue is out of our scope of support, we will refer the customer to the appropriate 3rd party.

Support Requests Received Via Chat

Customers can reach us via live chat during our posted available hours for any issues related to their domain name or other product. We answer chats and respond to our customers in real-time to address their issues, concerns, or inquiries. If the issues fall within our scope of support, the customer will receive an answer promptly during the live chat conversation. We will resolve it or advise the customer to create a ticket if it falls outside the scope of our live chat support or escalate to our development team/system administrator for resolution and inform the customer that their case is being elevated and reviewed. Once the appropriate team has resolved the issue, we will follow up with the customer.

If you are unhappy with any aspect of our services, the level of service received from our Support team, or the services we provide, please contact us through the support submission form. Please provide your case number and request your request be escalated; we will review and respond within three business days. If the customer issue is out of our scope of support, we will refer the customer to the appropriate 3rd party.

Customer Conduct Policy

We are here to assist with requests and provide guidance to a resolution. To ensure the customer support experience is successful, please follow these guidelines:

1. The more information you provide upfront, the easier and faster it is for us to assist. Include all pertinent information including why you are contacting Name.com support, if you have attempted to resolve the issue on your own, what actions you took and their results, screenshots that may help us better understand your issue, and your account details in one consolidated request.
2. Keep the conversation respectful and productive. While we understand confusion and frustration that may occur, we do not tolerate negative language or personal comments/attacks.
3. Consolidate your request by selecting only one appropriate representative to submit one response at a time. Multiple responses and/or multiple requests from different people can cause confusion, and will delay the response time as we will need more time to review every submission.

We appreciate your patience. Certain requests may require additional information or escalation for a final resolution. After a full review, some requests may fall outside our scope of support, but we can usually provide additional recommendations.

Abuse

Report Abuse Via Abuse Submission Form or send it to [email protected]

Complainants may submit allegations of abuse related to any domain name registered with Name.com and/or using Domain Protection Services, Inc. When inquiries/issues are submitted, they will be addressed by a member of our Compliance and Abuse department in conjunction with our legal team. All submissions are answered based on their issue, concern, or inquiry.

If the report is applicable, we will resolve the issue quickly. Depending on the issue, this may involve facilitating communication with the registered domain holder. Name.com strives to resolve these complaints in a timely manner.

Complainants may call +1 720.249.2374 but will be directed to submit all issues in writing through our Abuse submission form. When an inquiry is received, it will be fielded by a member of our Compliance and Abuse department in conjunction with our legal team. All submissions are answered based on their issue, concern, or inquiry. Name.com will determine whether a response or action is needed once the review is complete. All cases are prioritized and handled per our policies.