• Friday, September 8, 2023

We trust this message finds you well. We are excited to share some positive changes to our service renewal notifications, designed to provide you with a more convenient and proactive experience. Your satisfaction and peace of mind are our top priorities, and these updates reflect our commitment to improving your journey with us.

1. Hosting Renewals: Early Reminders for Your Convenience

Previously, only email-based notifications would have flowed until after the 72-hour termination reminder email. Only then would our customer support step in to contact you via the provided phone number to remind you about the service expiry and its termination schedule. 

We have now enhanced this process to better serve you. Our system will continue to generate renewal reminders. In addition to that, our customer support will reach out to your registered phone number before the service suspension, allowing you a more generous window of time to renew as needed.

If you do not have the right phone number in the system, please make sure to update that at the earliest possible to ensure you do not miss out on any notification calls.

2. Domain Renewals: Personalized Outreach for Domain Reminder

In the case of domain renewals, our previous approach involved sending reminder emails at specific intervals, such as 30, 15, 7, 3, 2, and 1 day before the expiry date. We understand the importance of timely domain renewals, and we are further improving our communication in this area.

In addition to the reminder emails, our dedicated customer support team will now reach out to you via the provided phone number to remind you about your domain renewal. This personal touch aims to ensure that you are fully aware of the impending renewal and can take action promptly.

Service Renewal Reminders: A Recap

To provide you with a clear understanding of the renewal process, here's a recap of what happens when a service becomes past due:

Hosting Services:

  • You will have a 3-day grace period from the due date, including the due date itself.
  • After this grace period, the hosting service will be suspended.
  • Following the suspension, there is a 72-hour window before the service is terminated and removed from our system.

Domain Renewals:

  • Domains come with a 20-day grace period past the due date.
  • During this grace period, the domain will cease to function and point to parking nameservers, but it can be renewed at the base price.
  • After the grace period, the domain enters a redemption period where a fee of NPR 10,000 applies.
  • Beyond this point, the domain transitions to a pendingDelete stage, making renewal impossible.
  • Finally, ~80-90 days later from the date it was due, the domain is released, it can be registered anew at the base price.

These updates are driven by our commitment to offering you the best possible experience and ensuring that you have ample time and information to manage your services effectively.

Should you have any questions, require assistance, or need further clarification about these improvements, please don't hesitate to reach out to our dedicated customer support team. We are here to assist you and ensure a seamless experience.

Thank you for choosing us as your service provider. We look forward to continuing to serve you with excellence.