Altaire Code Of Practice

Suspension and Disconnection of ISP 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.

Complaints

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:

Mr Steve Ball
Altaire Limited
PO Box 294
Romsey, Southampton
Hampshire
SO51 0WJ, United Kingdom

Altaire is committed to Customer Service. The company will try to resolve any complaint to your satisfaction as soon as is possible. If we do not do this, please write to:

Mr Frank Dittmar
Altaire Limited
PO Box 294
Romsey, Southampton
Hampshire
SO51 0WJ, United Kingdom

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.

Communicating With Customers

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 here

Code of Practice

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 here.

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.

Social Responsibility

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

Accessing or Transmitting Unlawful Material

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 here

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.

Recommendations for Childrens to Correspondence

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/

How to Contact Altaire

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.