MacAce.net Ltd Code of Practice - Revised 19th September 2008
1. About Us
MacAce was established in 1996 as an Internet provider for Mac users - launched as "The Mac Only Internet Provider". We provide high quality and reliable internet services, including broadband, email, hosting and backup, as well as telecoms and support services primarily to Mac-based individuals and businesses. Acclaimed by the Mac press over the years we've developed a reputation for friendly, knowledgeable support and impeccably reliable internet services. We've developed our own network and hosting platform and have a unique double live mirroring of all of our systems for ultimate fault redundancy. Our mirrors span our primary and secondary datacentres, located both 200 miles apart in the UK.
2. The purpose of the Code
The purpose of this Code of Practice is to provide full information about your relationship with us.
3. Contact details
Our contact details can be found at here
MacAce.net is a member of ISPA (http://www.ispa.org.uk/) whose contact details are as follows:
Internet Services Providers' Association, UK
23 Palace Street
London
SW1E 5HW
Telephone: (44) 020 7233 7234
Fax: (44) 020 7233 7294
E-mail: admin@ispa.org.uk
MacAce.net is regulated by OFCOM (http://www.ofcom.org.uk/) whose contact details are as follows:
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Tel: 0845 456 3000 or 020 7981 3040
Fax: 0845 456 3333
E-mail: contact@ofcom.org.uk
4. General philosophy
It's about reliable internet and good support for Mac users. We provide services to the standard we'd expect ourselves and beyond. We aim to innovate in our approach to Internet products
5. Range of services
Aimed at both residential and business users, our full range of internet and telephony products can be found on our website at http://www.macace.net
6. Customer Service
6.1. Ordering Products and Services
Most of our services can be ordered online at our website (www.macace.net), by calling our sales team or by dropping into our office. Contact details available below.
6.2. Charges
Full tariff information can be found on our website (www.macace.net), and downloaded in PDF form from each section. Customers can also contact our Accounts or Sales teams to receive this information by email or post.
The following payment methods are accepted: All major credit cards (except American Express), Debit Card (except Visa Electron), Cheque, BACS transfer and Standing Order. 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.
6.3. Faults
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 our Support team on 0845 388 2028 or 01208 220018 or e-mailing us at support@macace.net
Where applicable, information about the target time to fix faults is covered in the Service Level Agreement for the product in question.
6.4. Complaints
Zen's complaint handling process can be found at http://macace.net/legal/disputes.php
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 CISAS and abide by their dispute resolution process as detailed at http://www.arbitrators.org/cisas/index.htm
6.5. Terminating contracts
We reserve the right to disconnect or suspend services in accordance with our terms and conditions, which can be found at http://macace.net/legal/
Customers have the ability to cancel services by email or in writing (fax/letter). Minimum term details and notification periods can be found in our terms and conditions at http://macace.net/legal/
7. Your rights/obligations
General terms and conditions can be found at http://macace.net/legal/ together with product specific terms and conditions under the relevant link there.
You can find details on how we handle Data Protection in our terms and conditions (see above).
8. Communication with customers
Details on how we communicate with customers can be found in our terms and conditions.
Zen adheres to marketing /sales guidance dictated by OFCOM and ISPA.
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 endeavour to use plain English wherever possible.
9. Social Responsibility
Provision for the protection or support of, and protection or support for, vulnerable groups - e.g. minors, disabled and elderly consumers - and our policy regarding malicious calls, is covered in our terms and conditions, available at http://macace.net/legal/ or by contacting us.
10. Approval and Review of Code(s)
The code will be reviewed on a regular basis in accordance with OFCOM requirements.
Customer Services, MacAce.net Ltd, 32e Normandy Way, Walker Lines, Bodmin. Cornwall. PL31 1EX.
Telephone: 01208 220010 or 0845 388 2015 Email: customer services@macace.net
