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1: Introduction
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Wensum.net/Norfolk
Internet provides a range of communications services to businesses
and domestic users, including Internet domain registration,
website design & hosting with email, internet access,
fixed line and IP-based telecommunications services.
All services with
the exception of Internet domain registration, website design,
hosting & email are maintained, administered and billed
directly to the end-user by partner companies, with second
level admin and support being provided by Wensum.net / Norfolk
Internet.
Website design, hosting and email services are provided in-house
and by partner companies, with billing, first-level maintenance
and admin provided directly to the end-user by Wensum.net/Norfolk
Internet.
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2: Contact details
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Postal address:
Wensum.net / Norfolk Internet
The Old Studio
First Floor Rear, 6-8 Norwich Street
Fakenham
Norfolk NR21 9AE
Customer service
phone number: 0845 6442931
Customer service
e-mail: info@wensum.net
Web sites:
www.wensum.net
www.norfolkinternet.co.uk
www.norfolktelecom.co.uk
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3: Terms and conditions, including
prices and tariffs
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| Our services |
Website Design:
Design work may be carried out in-house or occasionally via
third-party programmers, to customer specification agreed
in advance.
Domain registration:
Invoiced annually or bi-annually according to domain type.
Billed 30 days in advance to allow for cancellation - domains
are renewed unless specifically cancelled by customer. Clients
are responsible for making sure domains requested conform
to the appropriate Registration Authority regulations.
Minimum contract term: 2 years initial registration. Minimum
2 yearly intervals for renewal. Cancellation required in writing,
to arrive no later than 30 days prior to renewal date.
Maintenance & Service:
Includes administration of ownership (as registration agent),
transfer of technical administration (via DNS/nameservers)
and transfer away of overall administration within the valid
registration period and subject to account being in credit.
Website hosting & email:
Set 'packages' of hosting facilities are invoiced annually
in advance. Extra commodities such as webspace, data transfer
(bandwidth) etc are invoiced annually or as a percentage of
annual rate, pro-rata in advance.
Minimum contract term: One year. Cancellation required in
writing before account's next annual due date. Pro-rata refunds
are not issued if accounts are cancelled before next due date.
Maintenance & Service:
Includes the provision of first-level support to end-user.
Managed hosting packages also include setup and administration
of server facilities throughout the period of hosting, in
conjunction with partner company support staff. No formal
Service Level Agreements are provided with webdesign, hosting
or email services unless agreed in writing in advance via
contract.
For further information:
Please email info@wensum.net or telephone 0845 6442931
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| Access |
All services can be ordered online
via the web.
Domain registration, hosting and website design can be arranged
by visiting our offices by previous appointment.
Hosting & email self-administration is carried out by end
users (according to package used) via online control, with passworded
access provided by Wensum.net/Norfolk Internet. Domain administration
and managed hosting are carried out in-house as Registration
Agent on behalf of end users.
Other products and services are ordered via online signup (including
secure card processing) provided directly by partner companies.
Administration of facilities is also carried out online using
access controls provided directly by our partner top-level providers.
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Pricing information
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Webdesign charges agreed in advance
of project.
10% discount offered to fellow members of Fakenham & District
Chamber of Trade & Commerce
Domain registration:
UK domains £15 per 2 years (min term)
Std Intl domains £15 per year (2 year min term)
Hosting:
As published on www.norfolkinternet.co.uk or as agreed in advance
via email/writing.
Other services, including Internet Access and Telecom Products:
As published on the appropriate website. Also detailed by relevant
top-level provider during signup and secure online payment.
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Contract conditions
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Standard conditions:
Hosting:
Available at www.norfolkinternet.co.uk/terms.php
Other services including Internet Access and Telecom Products:
As published on the appropriate website - detailed by relevant
top-level provider during signup and secure online payment.
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4: Customer service
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Compensation or refund policy
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Hosting:
Service provided on a 'best endeavours' basis. No Service Level
Agreement provided. No compensation or refund offered in the
event of service disruption or loss (see www.norfolkinternet.co.uk/terms.php
for details)
Other services, including Internet Access and Telecom Products:
As provided by relevant top-level provider and published on
the appropriate website. |
Complaint handling process
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Wensum.net/Norfolk
Internet is a member of the UKWDA (UK Web Design Association)
and abides by its code of conduct, which encourages ethical
business practices and professional levels of operation. If
you should have cause to complain about our service, or the
service provided by one of our partner companies, please email
info@wensum.net or telephone 0845 6442931 in the first instance.
After technical and administrative consultation with the relevant
top-level service provider, if appropriate, you will be contacted
to agree a course of action, which will be formally agreed
in writing if required. In the case of a customer being unsatisfied
with action, they may be given contact details for the appropriate
top-level provider by which to escalate the process direct.
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Alternative dispute resolution
procedure
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If we have not resolved your complaint
to your satisfaction after 12 weeks or if you have received
a letter from us saying that your complaint has reached 'deadlock',
you may make a complaint through CISAS, an independent alternative
dispute resolution scheme. We can provide you with details of
this service, which is free of charge to individuals and businesses
with 10 or fewer employees. Details are also provided on their
website, http://www.arbitrators.org/cisas/index.asp
. Contact details for CISAS are also included below. |
| Breach of service complaints |
We maintain a separate email address
of abuse@wensum.net which can be used for matters regarding
unsolicited mail (spam), illegal, malicious or inappropriate
use of our services or breaches of our Terms by users. Please
keep any evidence of abuse (ie full emails, faxes etc) to assist
in a complete and swift investigation, which we will undertake
in association with top-level providers where appropriate. |
5: How to obtain this Code
of Practice
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This Code of Practice is published
on our Web site at www.wensum.net/cop.asp.
Additional copies are available on request and free of charge
to any domestic and small business customer, in Microsoft Word
(.doc) or Adobe Acrobat (.pdf) format. It is also available
in customisable text-only format via www.wensum.net, for users
with disabilities.
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6: Contact details of related
organisations
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UKWDAwww.ukwda.org
UKWDA,
Fareham Enterprise Centre,
Hackett Way, Fareham,
Hampshire PO14 1TH
CISASc/o Dispute Resolution Services
The Chartered Institute of Arbitrators
12 Bloomsbury Square
LondonWC1A 2LPTelephone 020 7421 7432E-mail
kkorubo@arbitrators.org
or mekpenyong@arbitrators.orgWeb
site: http://www.arbitrators.org |
7: Additional information
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This Code has been approved by
Ofcom for the purposes of section 52 of the Communications Act
2003. The Guidelines for producing codes of practice are on
Ofcom's Web site at http://www.ofcom.org.uk/telecoma/ioi/g_a_regime/gce/ccodes/
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