Acceptable Use Policy

 

Eastserve Acceptable Use Policy

 

  1. Eastserve's Acceptable Use Policy ("Policy") is intended to help protect the Eastserve network, Eastserve customers and the Internet community in general from irresponsible or, in some cases, illegal activities.
  2. Eastserve customers and their end users shall not, nor shall they permit or assist others, to use the Eastserve Service for any breach of any applicable law or generally accepted transmission or application protocols applicable to the Internet or any part of it or to anything connected to it or to any user of it. Such prohibited use includes but is not limited to the following:
    • a. civil infringement of and/or criminal offences relating to copyright, trade marks or any other intellectual property right in any jurisdiction; or
    • b. commission of any criminal offence (including deliberate transmission of computer viruses) under the Computer Misuse Act 1990 (UK) or any similar legislation in any country; or
    • c. knowingly or recklessly transmitting, displaying or posting to a publicly accessible service any material which is unlawful or actionably defamatory or an invasion of privacy, breach of an intellectual property right or breach of a right of publicity in any jurisdiction with which any publicly accessible service reasonably appears to have any connection or from which it may reasonably be apprehended that a publicly accessible service is likely to be significantly accessed; or
    • d. transmitting, transferring, displaying or posting to a publicly accessible service any material in breach of the Data Protection Act 1998 (UK) or similar legislation in any other country or of any material which is confidential or is a trade secret or which affects the national security of the United Kingdom or the said territory or which may expose Eastserve to any retribution or penalty under the laws and/or regulations and/or decrees of the United Kingdom or any other country relating to the export of or dealing with military or potentially military resources; or
    • e. use of the Eastserve Service or the Internet in any manner which is a violation or infringement of any rights of any kind or nature (whether like to any of the foregoing or otherwise) of any person, firm or company within the United Kingdom and elsewhere; or
    • f. unauthorised access to the network management equipment of Eastserve or other Internet providers; or
    • g. forgery of Internet addresses or other fields in IP packets by the Customer; or
    • h. any sending of unsolicited email messages or any mass mailing of unsolicited advertising material by the Customer, (commonly known as “Spam”; or
    • i. any activity that potentially could harm the security and / or efficiency of Eastserve's network, its customers' networks or other networks; or
    • j. Any activity either directly or indirectly which Eastserve have reason to believe may cause disruption to the networks operated directly by Eastserve and/or its customers.
  3. Eastserve reserves the right at its sole discretion to discontinue service provision in the event the client is in breach of policies defined in Clause 2 a - j. Any such breach will be notified to the client in writing and the service will be withdrawn should the client fail to remedy such breach within 7 working days of notification. Should the service be withdrawn under this provision the client will not be entitled to any price reduction, discount or refund. Any monies due for such service remain payable in full.
  4. It is the responsibility of each user to maintain the security of their equipment and Eastserve are not responsible in the event of a user’s machine becoming compromised.
  5. Eastserve reserves the right to modify this Policy at any time by publication of the revised policy on the Eastserve website.
  6. Eastserve's broadband service is intended for normal use by individuals and families and the pricing and network architecture have been designed to take this into consideration. Customers who use Eastserve’s services more heavily than "normal use" will reduce the performance of the network for other customers.

    "Normal use" of Eastserve's internet service is defined as up to 3 gigabyte (downstream and upstream cumulative) of data transfer per day.
  7. Individuals seen to be abusing the usage of internet bandwidth in accordance with "normal use", and therefore causing disruption to other customers' internet experience will have their maximum bandwidth restricted. Bandwidth is reset on a daily basis.
  8. To avoid going over your Daily Limit it is recommended that customers install a traffic monitoring programme such as Down2Home, found here

    * Down2Home 1.3 is a program that monitors your ADSL/Cable modem/Dialup traffic and provides you with useful statistics about the amount of data your PC has transferred. Use it to see what's happening on your Dial-up/DSL or Cable connected on your PC. Check if there is data transferred when you don't want it.( Spyware, backdoors, whatever) Or use it to keep control over your transfer volume....

    Note: Eastserve Broadband is not responsible for any programmes that customers install and is not affiliated to the programme makers it provides it as an example programme, please talk to our PC Repair Centre if unsure.

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Service Policy & Price Schedule

 

Eastserve is committed to providing the best quality service to clients in accordance with the terms of the contract for the service supplied.

CODE OF PRACTICE: SERVICE POLICY AND PRICE SCHEDULE

Despite our best efforts, things can occasionally go wrong.

  1. If you are a purchaser of broadband, a new computer or repairs service and you have a complaint about the service please phone 0161 230 6346 between 8.30am and 5.00pm Monday to Friday (excluding Bank Holidays) and ask for Service Desk. Alternatively, you may prefer to write to us at: Customer Service, Eastserve, 491 Mill Street, Manchester M11 2AD
  2. Complaints will be logged and you will receive an initial assessment of the action we will take to rectify the fault. We aim to deal with the fault to your satisfaction as speedily as possible preferably during your initial phone call. Complaints about a bill may take longer to correct. You will be advised of the likely timescale for this during your initial call. If you are not satisfied with how we have handled your complaint please ask to speak to the manager.
  3. If you are still not satisfied with how we have dealt with your complaint, you may ask for the complaint to be referred to the Principle Officer who will consider the matter in accordance with the Symera Eastserve Ltd complaints procedure.

PAYMENTS AND PRICE SCHEDULE

  1. Eastserve services must be paid for and in this section we set out how you must do this and what to do if you have difficulties.
  2. We encourage people to pay their bills in full and on time. We will keep debt to a minimum but will restrict, or terminate your service at our discretion if you are unable or unwilling to pay for it.
  3. Prices for equipment and services are contained in the price schedule section below.
  4. You can pay in one of several ways:
    • Direct debit on the 1 st of each month
    • In person. Cash / cheque / credit/debit card payments may be made to the Eastserve office between the hours of: Monday - Thursday 9am - 4.30pm and Friday 10am - 4.00pm . A receipt will be provided for all cash payments
    • By phone (0161 230 6346). Credit / Debit card payment only . (Payments made by credit card only attract an additional 2% fee)
  5. Any account which falls into debt will be disconnected. Customers paying by cash/cheque/card over the counter pay in advance. Once payment expires, the service is automatically switched off the following day. A further payment in advance will be required to enable your service to resume. If a direct debit fails, customers will be contacted and asked to make a payment within 10 days to avoid the service being switched off until the next Direct Debit is due. Alternatively customers can request that the arrears are collected with the next monthly payment.
  6. You must pay for our services promptly. It is important that you contact us straight away if you are having difficulties.
  7. We prefer you to pay using Direct Debit. Customers will have the response speed doubled if you choose to pay this way, for example, if you pay for a silver service you will be provided with a gold service at no extra cost to you when paying by Direct Debit.

PRICE SCHEDULE (from 11 January 2010 )

 

EASTSERVE BROADBAND

 

Service

Cash Speed up to

Direct Debit Speed up to
Bronze £8 250 Kbps 500 Kbps
Silver £10 500 Kbps 1 Mbps
Gold £16 1 Mbps 2 Mbps
Platinum £20 2 Mbps 4 Mbps

EASTSERVE REPAIRS SERVICE

  • £10.00 Initial Diagnosis
  • £30.00 PC Health Check
  • £30.00 Re-install windows
  • £5.00 Data Backup ( backup of Photo's, Docs etc when reinstalling OS)
  • £10.00 Installation of additional software packages
  • £15.00 Hardware installations (CD/DVD drive, Video card, Memory etc)
  • £45.00 Installation of replacement hard drive, inc Windows reinstall
  • £50.00 Motherboard installation. Total system rebuild, Windows Install
  • £25.00 Call out Charge for up to 1st Hour
  • £10.00 For every additional half hour plus the price of the repairs.

Terms and Conditions Apply to Repairs, Check out our PC Repair's page.

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To find more about how Symera Eastserve's services can benefit you, call 0161 230 6346