Altaire Code Of Practice
Who Are We?
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.
Purpose of this Code of Practice
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 Customer Service
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.
Terms and Conditions
Altaire operate under standard terms and conditions for our services which can be viewed online here
Acceptable Use Policy
Altaire operates an acceptable use policy for users of its ISP services which can be viewed online here
Customer Service Helpline
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 minute 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)8 4567 12345.
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.
Replies to Correspondence
Altaire will aim to reply to all correspondence within five working days of receipt
Quality of Service and Repairs
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)8 4567 12345 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.
Charges from Altaire
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.
