Shetland Broadband - Code of Practice

Shetland Broadband LLP - Code of Practice

Introduction

Shetland Broadband provides a range of high quality services to the home and business user. From the latest in high speed fibre Broadband Internet access to ADSL and web hosting services. The purpose of this Code of Practice is to provide full information about your relationship with us.

Contact Details

Contact details for Shetland Broadband can be found here.
Shetland Broadband is a member of (OTELO) whose contact details are as follows:
Office of the Telecommunications Ombudsman
OTELO
PO Box 730
Warrington
WA4 6WU

Telephone: 01925 430 049
Fax: 01925 430 059
Textphone: 18001 01925 430 886
E-mail: enquiries@otelo.org.uk
Shetland Broadband is regulated by OFCOM.

Range of Services

You will find full descriptions of all the products and services available from Shetland Broadband here.

Customer Services

Most Shetland Broadband services may be ordered online at our web site. Specified services are also made available by direct contact with our sales team on the telephone numbers provided.
Full tariff information can be found on our web site and in our terms and conditions. Customers can also contact our Accounts or Sales teams to retrieve this information. The following payment methods are accepted:
- All major credit cards (except American Express).
- Debit Card (except Visa Electron).
- Cheque.
- BACS transfer.
Cash payments and Direct Debit payments are not accepted. Full itemisation is available on invoices. All products and services are made as a single supply; your account may be suspended or closed if any sum due for a product or service is unpaid or is in arrears.
Although we attempt to provide all customers with the best possible service, we can not guarantee that products and services will never be faulty. However, we will correct all reported faults as soon as we reasonably can. If there is a fault with your service, you should report it as soon as possible by telephoning 01595 696297 or e-mailing us at support@shetlandbroadband.net. Where applicable, information about the target time to fix faults is covered in the Service Level Agreement for the product in question.
Shetland Broadband's complaint handling process can be found here. In the event that a dispute can not be resolved through the normal complaints procedure, complaints will be referred to our Dispute resolution process. We are registered with OTELO and abide by their dispute resolution process as detailed on their web site.
We reserve the right to disconnect or suspend services in accordance with our terms and conditions. Customers have the ability to cancel services by notifying us in writing (fax/letter). Minimum term details and notification periods can be found in our terms and conditions.

Your Rights and Obligations

General terms and conditions can be found here and product-specific terms and conditions can be found at the Web page relating to the product.
You can find details on how we handle Data Protection in our terms and conditions.

Communication with Customers

Details on how we communicate with customers can be found in our terms and conditions.
Shetland Broadband adheres to marketing /sales guidance dictated by OFCOM.
We will make all legal documents available (including this Code of Practice) via the Web, in hard-copy paper format on request, and we will cater for special needs requirements on request.
We will endeavor to use plain English wherever possible.

SERVICE LEVEL TARGETS

e-mail support is monitored 9:00 A.M. to 5:00 P.M. Monday - Friday.
e-mails received outside of office hours will be collected, however no action can be guaranteed until the next working day.
A reply or an acknowledgement of receipt will be sent at the earliest opportunity and in no longer than three working days.
Every effort is made to resolve issues in the shortest possible time but may rely on a response from third parties (eg. telephone line providers etc.)

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Terminology Used in These Terms and Conditions

"SBB" is an abbreviation of "Shetland Broadband LLP" (and also refers to Shetland Internet and Calloo Internet).

"SCBP" is an abbreviation of "Shetland Community Broadband Project".

"Account" means any package of services SBB provides to you (the customer), irrespective of whether they are paid for or free.

"AUP" refers to the Acceptable Use Policies of SBB.

"Broadband" is the collective term for a method of connection to the internet such as ADSL, fibre, radio etc..

"Customer" refers to an individual, organisation or business who is named as the recipient of a service or product provided by SBB, irrespective of whether they are paid for or free.

"Free" means that SBB do not currently make any charges to the customer for the service.

"Licence" refers to the permission given to a customer by SBB to use a named sub-domain of a domain registered to SBB eg "shetland.co.uk" and "calloo.co.uk".

"Licensee" refers to an individual, organisation or business to whom SBB has granted a licence.

"Malware" is an umbrella term used to refer to a variety of forms of hostile or intrusive software, including computer viruses, worms, trojan horses, ransomware, spyware, adware, scareware, and other malicious programs. It can take the form of executable code, scripts, active content, and other software.

"Net abuse" means any breach of SBB's Acceptable Use Policies

"Free web space" refers to web space given without charge by SBB to a customer for use with another SBB service. The free web space is conditional and only available for the duration of that account.

"Poster" means the author of the unacceptable article(s). This may or may not be the same as the customer, however, customers are ultimately responsible for all poster(s) using their accounts.