Altaire Code Of Practice (COP)

Altaire is an established ISP providing a broad range of Internet services to both corporate and reseller clients. Services to resellers include dial-up and broadband Internet access, web space and email, together with a range of other services. Corporate client services are delivered direct by Altaire employees and are targetted at companies with 1000 or more employees.

The Code of Practice is intended to demonstrate that Altaire will adopt a high standard of professional practice within its service provision to you. The code is intended to promote positive relations between you and the company, to provide standards of confidentiality and privacy, to provide a transparent mechanism for complaint handling and to ensure that complaints against the company are handled in a fair and efficient manner.

Altaire aim to provide a high standard of customer service and to deal with any complaints in a fair and honest manner. Our customer service standards are set out in this Code of Practice which includes details of how to lodge a complaint if you think that we have failed to meet the standards expected.

Altaire operate under standard terms and conditions for our services which can be viewed online here

Altaire operates an acceptable use policy for users of its ISP services which can be viewed online here

Altaire provides a technical services helpline facility which can be accessed 24 hours per day (including New Year's Day, Easter Day and Christmas Day). Calls are charged at 10 pence per minure within the UK. Outside the UK calls are charged at your standard international call rate. During busy periods Altaire may request support issues are logged by a telephone representative who will escalate to our support division.

You can contact the technical services helpline on +44(0)871 666 1166.

Leased line and colocation customers will be provided with a separate dedicated access number available 24 hours a day, 7 days a week, 365 days a year.

Altaire provides a service status page on its website which provides details of all maintenance and service related matters. This can be found at http://www.Altaire.com/status

Altaire will aim to reply to all correspondence within five working days of receipt

Altaire is not able to guarantee service access speeds. These can be affected by a wide range of factors outside of our control. Web access and download speeds will be affected by other users on a global scale.

If a fault occurs, Altaire advises you to contact the technical services helpline on +44(0)871 666 1166 in the first case. Alternatively, clients may send emails to support @ altaire.com. Our target for fixing faults is no more than 24 hours and usually we will be able to resolve customer faults over the telephone.

Where customer connections are provided over circuits not owned or managed by Altaire, service periods and fault fixes may take longer than 24 hours. Altaire will do all that it can to liaise with you and the line connection provider to ensure that faults are fixed within the shortest possible time.

Altaire suggest that you should save information locally as well as on our servers, ensuring that you have a copy of important data such as mail, web sites etc. in the event of a server fault.

Altaire publishes pricing for ISP services on its web-site at http://www.Altaire.com If you are unable to find the information that you require, please contact the Sales Team on +44(0)8 4567 12345 for advice. Prices shown on the Altaire web site are quoted without VAT which will be added to invoices at the prevailing rate (17.5% at time of preparation).

Most services are provisioned through an online ordering process. You can submit applications for consumer ISP services including hosting services through the online order forms. Data will be collected from you during the order process and this data will be used solely for the provision of the service, billing and Altaire customer relations.

Altaire normally submit invoices for ISP services at monthly, quarterly or annual intervals. Payments are due in advance of service being delivered and are normally taken by either standing order or credit card payment. If we are unable to debit our charges from your account for any reason, you agree to pay them immediately on request.

If you have a query on your invoice, please call our accounts team on +44(0)8 4567 12345. If we find a mistake on your invoice, we will adjust it or credit a refund to your account.

If you query any charge on your invoice, our accounts team will look into it. If you question any part of the invoice, you do not have to pay that part of the invoice while dispute procedures are being followed.

If you are not satisfied with our response to any dispute, please follow our complaints procedure.

If you are late in paying or refuse to pay the invoice submitted, Altaire reserve the right to terminate your Internet services.

Altaire will always provide you with information relating to the suspension of ISP services. This may be through postings to our Service Status web page http://www.Altaire.com/status or by email.

Normally, planned maintenance will only take place between 00.01 and 06.00, however it may be necessary to carry out other work outside of these times. We may have to suspend service without prior notice, however this would only be for circumstances beyond our control such as essential maintenance or an act of government.

Altaire will always try to ensure that any suspension causes minimum inconvenience but we are unable to accept any responsibility for financial or consequential loss that you may suffer as a result.

Altaire reserve the right to suspend or disconnect ISP service after non-payment of invoices sent to your address. If we are about to suspend or disconnect you for non-payment, we will contact you by telephone, by fax or by email and by printed letter to give final notice of suspension and a date for disconnection.

If you are disconnected for non-payment, please contact our Accounts team on +44(0)8 4567 12345 as soon as possible to arrange re-connection.

If Altaire does disconnect you from our ISP service, we reserve the right to refuse reconnection to you and to your address.

If you are suspended or disconnected by mistake, Altaire will work to reconnect you as soon as possible although this may take a few days.

If you have a complaint about any part of the Altaire ISP service, please contact our Customer Sales team on +44(0)8 4567 12345 in the first instance. If the Sales Team are unable to resolve your complaint, please write with details to:

Altaire will reply to all complaints within 5 days of receipt and will provide a full explanation or an update on progress as appropriate.

If our investigation of a complaint takes more than 5 working days, we will keep you informed about progress. You will be given a named contact who will be responsible for your complaint and this named contact will provide updates on progress.

Altaire communicates with you in a variety of ways including by email, telephone, letter and through our web site at http://www.Altaire.com

Altaire will only communicate with you in relation to the ISP service provided or to provide information about other services that may be available from the company. Altaire will not pass your contact details to any third party and abides by its Privacy Policy which may be found on the web site at http://www.Altaire.coom/privacy

This Code of Practice is reviewed at regular intervals as required by the regulator. Customers will be advised of any changes to the Code of Practice. The latest version of the Code of Practice will always be available on our web site at http://www.Altaire.com/cop

If you continue to use Altaire services two weeks from advice of changes to the Code of Practice, or two weeks from date of posting of an updated version on the web site, Altaire will assume that you have accepted these changes.

Altaire services are intended to be appropriate and available to all customers.

Altaire will always be able to provide customers with large print documents on request. Customers with special needs should contact Altaire Sales Team on +44(0)8 4567 12345

Altaire recognises that you will want to be able to access as wide a range of Internet services as possible and does not wish to restrict that access. However, we do not knowingly permit the transmission of, or access to, material that the UK law enforcement authorities regard as unlawful.

Altaire wishes to advise customers that a very large quantity of data passes through its network each day and that it is impossible to monitor all traffic passing through the system. Altaire understands that the original content provider is responsible for content published on the Internet and for ensuring that that content is lawful. We do not, and cannot, limit access to materials unless advised by appropriate law enforcement agencies that material is unlawful.

Altaire does operate its own Acceptable Use Policy and will take action to limit access if customers actions are in contravention of the policy. The latest copy of the Acceptable Use Policy can be found on the web site at http://www.Altaire.com/aup

In the UK, the Internet Watch Foundation (IWF) monitors and coordinates action against unlawful materials. The IWF is supported by the Department of Trade and Industry, Home Office, ISPs and Police Authorities. If law enforcement agencies regard Internet content as unlawful, they advise the IWF who contact ISPs to arrange for action to block access to the materials.

If you feel that any site is in contravention of UK law should contact the IWF via its web site at http://www.Internetwatch.org.uk and give information about the location of the site.

Altaire recognise that your Internet access may sometimes be used by children. We do advise that you should make sure that their access is supervised at all times and that you may wish to consider installing an application that will allow you to restrict access from your computer to some sites and areas of the Internet (Net Nanny, Surf Patrol, CyberPatrol, Surf Control etc.)

The Internet Watch Foundation provides a guide to the safe use of the Internet together with advice for both children and parents. Information and guidance from the IWF can be found at their web site http://www.Internetwatch.org.uk

NCH Children's Charities provide information and advice from their web site at: http://www.nch.org.uk/itok/

If you wish to contact Altaire Sales Team, please call +44(0)8 4567 12345 24 hours per day.If you require technical support assistance, please call +44(0)871 666 1166

Alternatively, please send an email to support @ altaire.com. Leased line and colocation customers are provided with a 24x7x365 telephone support number.