Privacy Policy

1.1 We will supply you with the services in accordance with our conditions and the accompanying signed Service Agreement and fully completed customer requirement form, the combination of which will form a service contract between the parties. 

1.2 All details specified on the proposal document, Service Agreement and customer requirements form (CRF) are based on information supplied by you and/or collected during a site survey (remote or onsite), and may be subject to amendment in accordance with Clauses 1.4 to 1.6 below. 

1.3 We and/or our subcontractors may conduct surveys to clarify whether the Service, Equipment, Installation Fee or Service Fee require amending. 

1.4 Where we determine that amendments are required, we will submit to you a replacement proposal document and Service Agreement reflecting any such changes. If the replacement Service Agreement is agreed by you in writing or by email, the replacement Service Agreement will immediately supersede the original Service Agreement (which will be immediately cancelled). If you do not agree the replacement Service Agreement, both the original Service Agreement and replacement Service Agreement will be cancelled by us 14 days after notification of such amendments. 

1.5 Following the completion of the surveys and, if required, the agreeing of the replacement Service Agreement, we will confirm to you when the Service will commence. 

1.6 We will use reasonable endeavours to meet any agreed times or dates, but time is not of the essence in respect of those times or dates and you acknowledge that all timeframes are estimates only and that service levels are target service levels only. 

1.7 Throughout the provisioning process, we will need to communicate with named member(s) of your staff to arrange access to your premises. Any delays to these requests by you will delay Service Commencement Date and we will not be liable for any such delay. 

1.8 To enable us to provide the Installation Service, you will: 

1.8.1 prepare the Sites and your networks in accordance with our instructions. You are responsible, at your own cost, for the power supply and arranging alternative power supplies if any temporary supply fails. Installing engineers may refuse to install equipment if they perceive a hazard or risk, 

1.8.2 provide us with full access to your Sites and networks and make available such office and technology facilities as may be necessary for us to provide the Service, 

1.8.3 provide a suitable operating environment for the equipment in accordance with the manufacturer’s operating 

instructions, 

1.8.4 promptly furnish us with such information and documents as we may reasonably require for the proper performance of the Services, 

1.8.5 obtain all third party consents, licences and rights reasonably required in order to allow us or our subcontractor to provide the Service and be responsible for complying with any applicable laws, statutes, regulations and codes of practice, in relation to the Services, and 

1.8.6 put in place adequate security and virus checking procedures in relation to any computer facilities to which you provides us with access. 

1.9 All Equipment provided by us will remain our property until paid for in full. Where Equipment is provided as part of a monthly Service Fee or is not paid for in full we reserve the right to request return of the Equipment at your cost. You agree to return such equipment to us on termination of your contract for any reason. 

1.10 We reserve the right not to provide the Service to any Site and to withdraw our provisional acceptance of an order for reasons including, but not limited to: 

1.10.1 the distance between a Site and our point of presence or its underlying service provider, 

1.10.2 if a site survey finds that a site is not suitable for the provision of the Service, 

1.10.3 if you do not agree to pay any excess construction charges or any other charges reasonably levied by us in addition to the charges initially proposed. 

1.11 We or our nominated subcontractor will install the Service and will perform a series of commissioning tests to ensure that the configured Service is functioning correctly. On successful conclusion of the tests the Service will be deemed to be ready for use and we shall be entitled to invoice you for such Service from this date. 

1.12 Provision of the Service may be subject to the completion of a satisfactory site survey(s) by us or our subcontractor. You acknowledge that it will be necessary for us or our subcontractor to visit the installation Site or Sites to conduct such survey(s) and for the purposes of installation. 

1.13 Where an appointment is made for us or our subcontractor to visit your Site, including for the purposes of a site survey or for installation and the visit cannot be successfully completed due to: 

1. a) the inability of us or our subcontractor, through no fault of our / their own, to complete the work, 
2. b) the inability of us or our subcontractor to gain access to the site or sites or any part thereof which is necessary for the work, 
3. c) the appointment is broken by you, 
4. d) your failure to prepare the site in accordance with 1.8 or any other preparatory instructions we may have given you, or 
5. e) any other reason where we or our subcontractor are not at fault, 

we will charge you with our standard aborted visit charge which may be applicable at the time. Rescheduled appointments following an aborted visit will be subject to new lead-times and will be confirmed to you at the time. 

1.14 Unless otherwise agreed in writing between the parties you must agree an appointment for installation at a Site within 14 days of notification by us of our preferred installation date. In the event that you do not agree such an appointment, the appointment will be deemed to have been fixed for our preferred installation date unless a revised Required Date is subsequently agreed. 

1.15 If your UK Telecoms Service includes our Ethernet or Assured access then, unless you have ordered an installation of the router, it is your responsibility to install the router at the Site or Sites where this is required and neither we nor our subcontractor shall bear any liability for any delay your failure to install may cause.