ezeeDSL Code of Practice                 CLICK for Terms and Conditions

Introduction
ezeeDSL Internet Ltd was establshed as a leading independent Internet Service Provider by its parent company 186k Ltd, supplying a range of services for consumers and businesses. Our products include, but are not limited to, Broadband, Web Hosting, Domain Name Registration, Email, Dialup Internet Access, Leased Line Internet Access, Server Co-Location and Managed Hosting.
 

This Code of Practice provides a summary of our services, how they are provided and supported and lists the means by which you can get in touch with us. In the unlikely event that you are not satisfied with the service that you have received from us, this document explains what you should do.

Contacting ezeeDSL
There are many ways to contact ezeeDSL:

Sales, and General enquiries
Email: sales@ezeedsl.co.uk

Technical Support
Tel 0871 240 1122
Email: support@ezeedsl.co.uk

Billing enquiries
Email: accounts@ezeedsl.co.uk

You can write to us at
ezee DSL Ltd
195 North St
LEEDS
LS7 2AA

Our Services
ezeeDSL provides a wide range of Internet services. The most up to date information can be found on our website.

Broadband Internet Access
Although we supply a range of products for Internet Access, most ezeeDSL customers use our Broadband products to provide their connectivity.

Broadband Internet Access is offered at speeds from 512kbps to 2Mbps. We offer ADSL and SDSL based broadband at a variety of contention ratios from 1:1 to 50:1. Some of our broadband products are also available for bonding: that is combining multiple ADSL or SDSL connections to provide increased download or upload speeds, or increase resilience.

ADSL based broadband shares the customer’s existing BT phone line. SDSL requires a dedicated line - it can either take over an existing line or we can arrange for a new line to be installed.

Our charges will reflect the Type, Speed and Contention of the connection. We may also offer discounts in return for longer-term contracts.

Most ezeeDSL products place no limits on the amount of use the customer makes of their connection. However from time to time we may make available promotional products, at a reduced rate, which may have a clearly stated data transfer limit.

Most of our Broadband packages will include some amount of Web Hosting, Email and Domain Name Registration at no additional cost.

For more information on our range, and current pricing please email us at: sales@ezeedsl.co.uk

Web Hosting
ezeeDSL offers professional web hosting services on a Unix, Windows, or Microsoft FrontPage platform.

ezeeDSL charges for web hosting are based on the Number of Web Sites being hosted and the amount of storage each Web Site occupies on our servers. We do not charge for the amount of data transferred to the Internet from your website.

For more information on our range, and current pricing please email us for information at: sales@ezeedsl.co.uk

Email
ezeeDSL includes multiple POP3 email addresses or an SMTP mail feed as standard with most of its connectivity packages, including Broadband.

If a customer requires more addresses than are included within their package or would like to take email services without purchasing connectivity, please contact us at sales@ezeedsl.co.uk.

All ezeeDSL POP3 accounts include webmail access and anti-spam / anti-virus filtering at no extra charge.

For more information and pricing please contact us at: sales@ezeedsl.co.uk

We can also quote for “mailman” managed mailing lists and Authenticated SMTP on request.

Dialup Internet Access
ezeeDSL provides Dialup Internet Access through either V.90 modem or ISDN at no extra cost as a backup to customers who take another form of connectivity (Broadband, Leased Lines, etc) from us. Access is provided via an 0845 prefixed phone number. The customer can expect to pay local call rates to their phone or ISDN line provider whilst they are using this service.

We can also provide Dialup Internet Access with a single dynamic, or one or more fixed IP addresses, as a dedicated service to customers not already taking a connectivity package from us.  For more information and current pricing please email us at: sales@ezeedsl.co.uk.

Leased Line Internet Access
Leased Lines provide a dedicated permanent Internet Connection for one or more computers or other Internet devices at a customer’s site. Unlike ADSL based broadband Leased Lines do not share a phone line, are not contended, are not restricted to areas served by broadband enabled telephone exchanges and are not limited by distance from the local exchange.

Leased Lines are provided in partnership with a telecommunications supplier who provides, installs, and maintains a new physical connection into the customer’s premises.

Leased Lines are usually backed by a Service Level Guarantee: this will be stated on the customers order form and / or contract.

We can offer leased lines for a fixed cost to customers throughout the UK.

Quotes for these services are provided on request.  For more information on our range of services and pricing, please contact us at: sales@ezeedsl.co.uk

Server Co-Location
ezeeDSL offers customers the ability to co-locate their own server(s) and / or other equipment at one of our eight data centres nationally. The customer’s equipment is connected to our high speed Internet backbone. This offers speeds far higher than could be achieved at the customer’s own site, through use of a conventional Broadband or Leased Line Connection. Co-Location allows customers full control over the specification of hardware and software they use to deploy their Internet Application. The customer remains responsible for maintenance of their equipment, however our engineers are on hand to reboot machines and perform other simple tasks on request.

Our eight sites between them cater for different customer needs, from entry level to carrier grade, offering the customer the right solution to fit their budget.

Quotes for these services are provided on request.  For more information on our range of services and pricing, please contact us at: sales@ezeedsl.co.uk

Billing & Payment
ezeeDSL’s prices are quoted at monthly, quarterly or annual rates.

If a customer terminates their contract within a period for which they have already paid, they are given a pro-rata refund. This is subject to notice periods and minimum contract lengths, as stipulated in the contract or terms and conditions.

ezeeDSL sends invoices to its customers in electronic form. Electronic invoices are Adobe Acrobat PDF versions of the paper invoices, identical in almost every way, emailed to an address supplied by the customer.  The customer can request paper or electronic copies of any of their invoices on demand at any time.

ezeeDSL currently accepts payment by Credit Card or Debit Card.

Please note the VAT registration number for payments to ezee DSL is 741 2790 39.

Ordering
ezeeDSL’s services can be ordered online via the website.

Terms and Conditions
All ezeeDSL customers are bound by our standard terms and conditions, agreed at the time of purchase. These terms are printed on our order forms, on the rear of our invoices, or may be viewed on our website at: www.ezeedsl.co.uk/terms

Additional terms may apply to some products, promotions, resellers and bulk contracts.

Acceptable Usage Policy
ezeeDSL customers are required to abide by our Acceptable Usage Policy. This may be viewed on our website at: www.ezeedsl.co.uk/terms

Service Levels
ezeeDSL works hard to ensure that it provides the best service possible for its customers. However different products are provided in different ways and so guarantees of particular service level will differ from product to product. If no service levels are specified on the order form or contract, then service levels as specified in our terms and conditions apply.

Some products, for instance Leased Line Internet Connections, may have their own Service Level Agreement (SLA) and/or Service Level Guarantee (SLG). Such terms may offer a greater level of service than that guaranteed by our terms and conditions and in these cases the SLA or SLG will be referred to in the order form or the contract.

In the unlikely event that a customer’s service fails to meet service levels, compensation and/or a refund may become payable to the customer under the terms of their contract, SLA or SLG.

Ceasing Services
Customers may cease their service at any time subject to their contract and terms and conditions. Most customers may cease their service subject to submitting their intention to do so to ezeeDSL in writing at least one month in advance, provided any minimum term specified in their contract has been served. At the time of writing the majority of our broadband customers and products have a minimum term of twelve months. Contract terms are specified both on the relevant product’s page(s) on our website and the contract the customer agrees to at the time of order.

Notice to cease service must be in writing to our registered address or by email to accounts@ezeedsl.co.uk . We regret that we cannot accept notice to cease via telephone.

Complaint Resolution
ezeeDSL is committed to ensuring a high level of service and satisfaction to all customers. We therefore encourage customers to provide us with feedback. All customers are invited to complete an online survey after completion of their order. Alternatively, we may be contacted at any time for suggestions or comments to be registered.

We take customer feedback very seriously and regularly review our systems and processes taking customers views into account. We are always looking for ways to improve.

If you have a query or suspect that there is a fault with a service we supply, please let us know as soon as possible using the contacts earlier in this document. We work hard to respond to customer queries promptly, to resolve issues in the shortest time possible and to a very high standard.

In the unlikely event that you are not happy with your experience, please ask to speak to a manager. In the case of an email or fax communication, request that the matter is escalated to a manager. If available he/she will try to attend to the matter immediately, though this may not always be possible and you should be prepared to leave contact details so that they can contact you at their earliest opportunity.

If you remain dissatisfied after you have received a response from a manager, you should write to:

Dispute Resolution
EzeeDSL Internet Ltd
195 North Street
Leeds
LS7 2AA

Where applicable please include your Account Number, Ticket Number(s), Invoice number(s), ADSL phone number(s), a summary of the issue, details of contacts with ezeeDSL regarding the issue, and anything else you feel is relevant.

We aim to respond to you within 5 working days, however depending on the nature of the complaint our investigation may take longer. If our investigation is expected to take longer, we will write to inform you and keep you regularly updated.

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 refer the complaint for independent review. ezeeDSL is a member of the Communications and Internet Services Adjudication Scheme (CISAS) - an Ofcom approved scheme run by the Chartered Institute of Arbitrators. You can contact CISAS by writing to:

CISAS
The Chartered Institute of Arbitrators
12 Bloomsbury Square
London
WC1A 2LP

CISAS have a website at www.cisas.org.uk You may also email kkorubo@arbitrators.org or telephone 020 7421 7432

Obtaining Copies of this Code
This Code of Practice is published on our Web site at www.ezeedsl.co.uk/cop. Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in large print.

Ofcom
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/telecoms/ioi/g_a_regime/gce/ccodes/