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FastNet Customer Charter
What is a customer charter?
A (Customer) Charter is designed to tell customers what level of service they can expect to receive across a range of services, explain how the company will attempt to deal with the customer and what procedures should be followed in the event of a dispute.
So who would have a charter?
Practically anyone. Most famously the last government introduced charters for anything and everything.
Why has FastNet published a charter?
As part of the development of the company FastNet has had to define new Terms and Conditions (http://www.fastnet.co.uk/documents/terms.html) and publish an Acceptable Use Policy (AUP) (http://www.fastnet.co.uk/documents/aup.html). The charter is designed to give our customers access to definitions of the standards that FastNet have set to redress the balance. After all, fair is fair!
But surely FastNet could cheat on it�s charter?
At the moment FastNet could easily cheat on any promises made but we are working with the Internet Service Providers Association (ISPA) to ensure that all members will conform to certain standards, including independent verification of any claims made and mediation of any disputes. Cheating, or failing to comply with approved standards of quality would lead to censure, suspension or expulsion from ISPA. For the time being we are investigating the possibility of having any claims we make independently verified.
Who are ISPA?
Have a look on the ISPA web pages at http://www.ispa.org.uk for more details.
What else should I know?
This charter is presently in "beta" but we will keep it updated and publish any changes here. If you have any suggestions or observations about our charter then please mail [email protected]
The Company
FastNet is Fastnet International Ltd, Registered in England No. 3015861 and whose address is Regency House, 95 Ditchling Road, Brighton, BN1 4ST.
Scope
The charter applies to all existing FastNet customers.
Aim
The aim of this document is to provide customers with a clear understanding of how FastNet will try and do business with them and the procedure to follow in case of a dispute.
Data Protection and Confidentiality
Contact information for our customers, along with accounting and payment details are held by FastNet for internal use only. FastNet do not sell or make available contact information to third parties for any purpose with the exception of when we are required to do so by law and only then on production of the necessary legal authority.
All activity logs generated by our computers are held securely and are used for internal accounting purposes only. FastNet will use the logs as part of a technical support issue to investigate a problem or to prove that a customer has accessed our systems in case of dispute or extract access logs for pursuit of outstanding monies through the courts. FastNet are legally obliged to maintain systems logs and will access them under the following circumstances:-
When legally obliged to do so including any properly constituted police investigation.
When formally requested by the courts.
As part of an investigation instigated at the request of an account holder and then only information relevant to that account will be accessed.
Privacy
FastNet and any employees of FastNet have a duty to respect the privacy of any customer and undertake not to read, intercept or interfere with any personal mail, monitor any web sites visited or newsgroups accessed by any account holder or otherwise trespass upon the legitimate privacy of any account holder. The following exceptions apply:-
When legally obliged to do so including any properly constituted police investigation.
When formally requested by the courts.
As part of an investigation instigated at the request of an account holder and then only information relevant to that account will be accessed.
Performance
FastNet will publish all planned interruptions to the service and any failures of service on the FastNet network at http://www.fastnet.co.uk/news.html at the earliest possible opportunity.
FastNet will publish on a regular basis the following statistics:-
User to Modem ratio
Average percentage Bandwidth Use
Any equipment failures on the FastNet networks
Any service interruptions on the FastNet networks
Percentage availability of all services to the nearest two decimal points.
FastNet will also undertake to publish any network news the company becomes aware of at http://www.fastnet.co.uk/technews.cgi
Disclaimer
FastNet�s terms and conditions and Acceptable use policy take precedence over any statement made in the charter.
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