1. Service Level Target
1.1 Service Provisions
We aim at meeting the below service targets
|Service||Target of availability|
(excluding inaccurate response to queries)
|HKIRC Website Availability||99.95%|
1.2 DNS Service Restoration Time
The Mean-Time-To-Restore for DNS Service is within 1 working hour*** after the problem is found
*** This excludes the problems that are outside the scope of control of HKIRC.
1.3 Customer Accessibility
The service hotline +852 2319 2303 is on a round-the-clock basis.
We aim to answer every enquiry calls within 6 rings*.
Our email addresses are: email@example.com (for customer enquiry, complaint, feedback or emergency technical assistance), firstname.lastname@example.org (registrar billing issue), email@example.com (marketing issue), firstname.lastname@example.org (for registrar accreditation Issue and registrar enquiry). email@example.com (for membership issue) and firstname.lastname@example.org (for the report of phishing, spamvertising and other malicious act on the Internet using .hk domain name).
The fax number is +852 2319 2626
Unit 501, Level 5, Core C, Cyberport 3, 100 Cyberport Road, Hong Kong
We aim to respond to customers’ enquiries within one working day**
* This indicator is not applicable during periods of volume upsurge in enquiry. For instance, during a special promotion or product launch etc.
** This indicator is not applicable if customers cannot be reached by us.
1.4 Responding to Complaint
We pledge to handle formal complaints as soon as possible. We will ensure handling any complaint without prejudice. We aim at resolving a complaint within 10 working days**** after receiving it. If more time is required for investigation, we will let the complainant know the expected time by which a response will be given.
**** Not applicable when the customer cannot be contacted by us, or upon repeated complaints or changing of request.
2. Continuous Service Improvement
We strive to have continuous improvement on service. Customers are welcome to send feedback to us at any time via email, fax, mail or by calling our hotline. All feedback received will be studied to help further customer satisfaction.