MELBOURNE IT LTD TRADING AS REGISTERFREE SERVICE LEVELS

AU Registration Applications

• Melbourne IT Ltd trading as RegisterFree will process all new .au applications in a timely manner.
• If there is any problem with a new .au application, Melbourne IT Ltd trading as RegisterFree will communicate directly with the applicant or their agent.
• All applicants can expect to receive a tracking number for follow up communications and email confirmation of the status of their application.
• Generally Melbourne IT Ltd trading as RegisterFree will respond to applications within 2 hours during normal business hours. This may not be possible from time to time as a result of work load or registry systems availability issues.

AU Renewals
Renewals are quick and easy with Melbourne IT Ltd trading as RegisterFree's online service. Simply follow the directions on your renewal notice. Whilst renewing is ultimately the registrant's responsibility, Melbourne IT Ltd trading as RegisterFree prides itself on the range of communication methods it employs, including email, fax and land mail, to get your renewal notice to you. However, if your contact details are not kept up to date, we may be unable to deliver your renewal notice to you.

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. (If you wish to update your contact details, or wish to check on your expiry date, you can do so at any time using the Melbourne IT Ltd trading as RegisterFree online maintenance tools, see information below).

Alternative AU Renewal Payment Systems
We understand that all businesses have different preferences in regards to preferred payment methods, some like to pay 'online' and some 'offline'. That is why, where possible, Melbourne IT Ltd trading as RegisterFree provides its registrants with alternative methods of payment in addition to our online credit card payment renewal service. These include credit card payment by fax and cheque.

Web Solutions Team
For those not experienced in domain name registrations, registering a .au domain name can be a little complex and daunting. In most cases unsuccessful applicants for .au registrations can expect to be contacted by telephone by one of our product specialists for assistance in relation to their domain application. There is no additional charge for this service. Melbourne IT Ltd trading as RegisterFree believes that this distinguishes it from many other registrars.

Customer Service & Telephone Support
Melbourne IT Ltd trading as RegisterFree provides extensive FAQs and self-help services online through our Help Centre http://www.registerfree.com/help/. Here you will find the solution to most of your domain name related problems. If, once you have consulted this valuable resource, you still need assistance, Melbourne IT Ltd trading as RegisterFree provides telephone customer support 24 hours a day 5.5 days a week from Monday 8:30 am to Saturday 12:30 pm.

Complaints & Issues Handling
Melbourne IT Ltd trading as RegisterFree maintains a Complaints Handling Policy accessible at http://www.registerfree.com/policies/complaints.php.

Melbourne IT Ltd trading as RegisterFree also has a dedicated Policy Officer who may be contacted by email on policy@melbourneit.com.au.

New Functionality
Melbourne IT Ltd trading as RegisterFree is regularly providing domain name registrants and resellers with new functionality related to domain names and other products. As an organisation we employ time proven development and testing procedures to ensure these systems are of a high quality.

Systems Access
Our online domain name registration and maintenance systems 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 week, during timeframes intended to cause minimal disruption to customers.

Security
Melbourne IT Ltd trading as RegisterFree is serious about protecting your online brands - your domain names. We employ a system of authentication -

• a Melbourne IT Ltd trading as RegisterFree Registry Key which is required for access to Melbourne IT Ltd trading as RegisterFree 's systems only, and
• the Domain Name Password (AuthInfo), which is recognised by the registry, and is used to authenticate a request to change the 'Registrar of Record' from Melbourne IT Ltd trading as RegisterFree to another .au accredited registrar.

Your Privacy Protected
Melbourne IT Ltd trading as RegisterFree maintains a comprehensive privacy and use of information policy. To view this policy, please go to http://www.registerfree.com/privacy/.

Online Maintenance Tools
Melbourne IT Ltd trading as RegisterFree 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 http://www.registerfree.com/maintenance/ where you will be able to update your contact details, change the hosting of your domain name (called 'delegation') and look up your expiry date. This is a secure area and login is via your Melbourne IT Ltd trading as RegisterFree Registry Key.