• 01444 416641
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Terms and Conditions

 

Code of Practice Regarding Complaint Handling
and Dispute Resolution

 South East Business Systems Ltd is a provider of communication services, supplying hosting, Internet and telecommunication solutions for residential and business customers across the UK.

 The purpose of this code of practice

 This guide has been developed to help you to understand the relationship you have as a customer of South East Business Systems Ltd. It will enable you to:

 ·          Access summary details of our services

·          Understand what you can expect from South East Business Systems Ltd after you have made a purchase or registered for a service

·          Contact details for alternative complaint bodies

·          Find out how to contact us

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.

 How to contact South East Business Systems Ltd

 

Customer Services & Sales

Phone

01444 416641

Website

www.sebs.it

Email

This email address is being protected from spambots. You need JavaScript enabled to view it.

 Our Customer Services department is open Monday to Friday from 9am to 5:30pm. We are closed on weekends and bank holidays. Calls are charged at local rate.

 

Accounts Department

Phone

01444 416641

Website

www.sebs.it

Email

This email address is being protected from spambots. You need JavaScript enabled to view it.

 Our Accounts department is open Monday to Friday from 9am to 5:30pm. We are closed on weekends and bank holidays. Calls are charged at local rate.

 Account Cancellations

 To cancel your account please either call or email quoting your account username. We will require all cancellation requests to be submitted as a written request in the form of an email or if you cannot access the Internet send the same details in a letter to our main office address shown.

 Phone: 01444 416641
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

2-8 Sussex Road
Haywards Heath

West Sussex

RH16 4EA

Most of South East Business Systems Ltd's services do not have a minimum contract period but for those that do, we would be happy to discuss your requirements. A summary of our service contract periods are:

 ·          ADSL Internet:               1 Month

·          FTTC Internet:               12 Months

·          PSTN Line Rental:           1 Month

·          ISDN 2 Line Rental:        12 Months

·          ISDN 30 Line Rental:      12 Months

Some services take a little time to cancel, as they require us to work with special industry processes (such as ADSL). When you cancel your service, we aim to advise you of the time period from us receiving your cancellation request to the time at which the service is withdrawn. During this period, you remain liable for the costs of any services we provide.

Disconnections and cancellation of services

We reserve the right to suspend or cancel your service within the contracted timescales - for example, if you do not pay your bill.

Complaints

If you would like to register a complaint, here are a number of different ways you can contact us:


By Email: You can e-mail us your complaint via This email address is being protected from spambots. You need JavaScript enabled to view it..

By Phone: You can contact the Customer Care team directly on 01444 416641 from 9am to 5:30pm. We are closed on weekends and bank holidays.

By Letter: If you prefer to put the complaint in writing, you can send it to the following address:

South East Business Systems Ltd
2-8 Sussex Road
Haywards Heath

West Sussex

RH16 4EA

What happens once we receive your complaint?

We will acknowledge all complaints received by letter, fax or e-mail within 24 working hours of receiving your complaint.

Dispute resolution

If we are unable to resolve your complaint satisfactorily, we will issue a ”deadlock” letter so that you may make a complaint through CISAS, an independent alternative dispute resolution scheme. We can provide you with details of this service.  Alternatively if more than three months has passed since you first made your complaint, please contact the ADR scheme directly.

The Communication and Internet Service Adjudication Scheme (CISAS)

24 Angel Gate

City Road

London

EC1V 2PT

Phone: 0845 1308 170 or 0207 520 3827
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: www.cisas.org.uk

Order processing

All services can be ordered by simply by calling our customer services team on 01444 416641. The time it takes to setup can vary depending on the service purchased. We will aim to confirm all new orders by email within 4 hours during normal office hours (Monday – Friday 9am to 5:30pm, excluding bank holidays).

Pricing

Up-to-date prices for our products and services are always available by calling our customer services team on 01444 416641.

Billing

We currently accept the following payment methods:

·                      BACS

·                      Cheque

Fault Repair

Faults can be reported around the clock via email at This email address is being protected from spambots. You need JavaScript enabled to view it.. To report a fault to one of our representatives please call 01444416641 during office hours.  However, unless otherwise stated in your service agreement, engineers only attend to faults in normal working hours (Monday – Friday 9am to 5:30pm, excluding bank holidays). Faults can occur on our Network, or another operator’s network, as well as your own equipment.

If the fault is reported during normal working hours, we will try to establish the location of the fault. We may request that you carry out some simple checks to help us establish the cause of the fault. Repairing faults on our network is part of the maintenance cover we provide with our service. If the fault is not on our network, then we may not be responsible for its repair.

We reserve the right to charge for any abortive work or visit arising from faults over which we have no control. Should an engineer need to visit your premises we will agree this with you.

Privacy

We take your privacy very seriously and we strictly follow the procedures laid down by the Data Protection Acts of 1984 and 1998 to protect all user information. Our Privacy Policy sets out the personal information we collect about you and describes how we may use that information. No customer information will be intentionally used or distributed outside of South East Business Systems Ltd, and we have a strict policy of not selling customer details to outside marketing agencies without your permission to do so. Our privacy policy also contains details of how you can opt in and out of receiving our marketing information.

Access to our Code of Practice

Customers can access this code of practice from our website (http://hosted.support/code-of-practice) or by requesting a copy to be posted or emailed to them.

Data Protection

 We strictly follow the procedures laid down by the Data Protection Acts of 1984 and 1998 to protect all user information.

 General philosophy

 South East Business Systems Ltd is a private limited company offering advanced Internet communications for both the home and business user, whatever their needs.

 Our product range in very broad terms consists of:

 ·                      Broadband (ADSL, FTTC, and leased line Internet connectivity)

·                      Telecoms (Line rental and phone calls)

 Customers of South East Business Systems Ltd can take advantage of our world class technical support with emails answered in minutes and telephone calls answered in seconds. Through the automation of a control panel, a large number of customers can configure their packages at any time or day or night, anywhere in the world, without the need to 'submit requests' for an operations engineer to action the request for them, allowing us to concentrate on improving the service further and focusing on new projects.

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.

 The code will be regularly reviewed in line with Ofcom's requirements. We value all feedback from our services to this code of practice. Please email you comments to This email address is being protected from spambots. You need JavaScript enabled to view it..

Contacting related organisations

Office of Communications (Ofcom)
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA

Tel: 020 7981 3040
Fax: 020 7981 3334
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: www.ofcom.org.uk

 

CISAS

24 Angel Gate

City Road

London

EC1V 2PT

Tel: 0845 1308 170 or 0207 520 3827
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: www.cisas.org.uk

 

Telephone Preference Service (TPS)

DMA House

70 Margaret Street

London

W1W 8SS

Tel: 0845 070 0707

Website: www.tpsonline.org.uk


This agreement applies as between you, the User of this Web Site and South East Business Systems Ltd, the owner(s) of this Web Site. Your agreement to comply with and be bound by these terms and conditions is deemed to occur upon your first use of the Web Site. If you do not agree to be bound by these terms and conditions, you should stop using the Web Site immediately.

1. Definitions and Interpretation

In this Agreement the following terms shall have the following meanings:

“Content” means any text, graphics, images, audio, video, software, data compilations and any other form of information capable of being stored in a computer that appears on or forms part of this Web Site;

“SEBS” means South East Business Systems Ltd, 2-8 Sussex Road, Haywards Heath, West Sussex, RH16 4EA;

“Service” means collectively any online facilities, tools, services or information that SEBS makes available through the Web Site either now or in the future;

“Premises” Means our place(s) of business located at 2-8 Sussex Road, Haywards Heath, West Sussex, RH16 4EA;

“System” means any online communications infrastructure that SEBS makes available through the Web Site either now or in the future. This includes, but is not limited to, web-based email, message boards, live chat facilities and email links;

“User” / “Users” means any third party that accesses the Web Site and is not employed by SEBS and acting in the course of their employment; and

“Web Site” means the website that you are currently using (http://www.sebs.it) and any sub-domains of this site unless expressly excluded by their own terms and conditions.

2. Intellectual Property

2.1 Subject to the exceptions in Clause 3 of these Terms and Conditions, all Content included on the Web Site, unless uploaded by Users, including, but not limited to, text, graphics, logos, icons, images, sound clips, video clips, data compilations, page layout, underlying code and software is the property of SEBS, our affiliates or other relevant third parties. By continuing to use the Web Site you acknowledge that such material is protected by applicable United Kingdom and International intellectual property and other laws.

2.2 Subject to Clause 4 you may not reproduce, copy, distribute, store or in any other fashion re-use material from the Web Site unless otherwise indicated on the Web Site or unless given express written permission to do so by SEBS.

3. Third Party Intellectual Property

3.1 Unless otherwise expressly indicated, all Intellectual Property rights including, but not limited to, Copyright and Trademarks, in product images and descriptions belong to the manufacturers or distributors of such products as may be applicable.

3.2 Subject to Clause 4 you may not reproduce, copy, distribute, store or in any other fashion re-use such material unless otherwise indicated on the Web Site or unless given express written permission to do so by the relevant manufacturer or supplier.

4. Fair Use of Intellectual Property

Material from the Web Site may be re-used without written permission where any of the exceptions detailed in Chapter III of the Copyright Designs and Patents Act 1988 apply.

5. Links to Other Web Sites

This Web Site may contain links to other sites. Unless expressly stated, these sites are not under the control of SEBS or that of our affiliates. We assume no responsibility for the content of such web sites and disclaim liability for any and all forms of loss or damage arising out of the use of them. The inclusion of a link to another site on this Web Site does not imply any endorsement of the sites themselves or of those in control of them.

6. Links to this Web Site

Those wishing to place a link to this Web Site on other sites may do so only to the home page of the site http://www.sebs.it without prior permission. Deep linking (i.e. links to specific pages within the site) requires the express permission of SEBS.

To find out more please contact us by email at This email address is being protected from spambots. You need JavaScript enabled to view it. or by post at 2-8 Sussex Road, Haywards Heath, West Sussex, RH16 4EA.

7. Use of Communications Facilities

7.1 When using the enquiry form or any other System on the Web Site you should do so in accordance with the following rules:

7.1.1 You must not use obscene or vulgar language;

7.1.2 You must not submit Content that is unlawful or otherwise objectionable. This includes, but is not limited to, Content that is abusive, threatening, harassing, defamatory, ageist, sexist or racist;

7.1.3 You must not submit Content that is intended to promote or incite violence;

7.1.4 It is advised that submissions are made using the English language as we may be unable to respond to enquiries submitted in any other languages;

7.1.5 The means by which you identify yourself must not violate these terms of use or any applicable laws;

7.1.6 You must not impersonate other people, particularly employees and representatives of SEBS or our affiliates; and

7.1.7 You must not use our System for unauthorised mass-communication such as “spam” or “junk mail”.

7.2 You acknowledge that SEBS reserves the right to monitor any and all communications made to us or using our System.

7.3 In order to use the enquiry form and any other communication facility that may be added in the future on this Web Site, you are required to submit certain personal details. By continuing to use this Web Site you represent and warrant that:

7.3.1 Any information you submit is accurate and truthful; and

7.3.2 You will keep this information accurate and up-to-date.

8. Privacy

Use of the Web Site is also governed by our Privacy Policy which is incorporated into these terms and conditions by this reference. To view the Privacy Policy, please click here.

9. Disclaimers

9.1 SEBS makes no warranty or representation that the Web Site will meet your requirements, that it will be of satisfactory quality, that it will be fit for a particular purpose, that it will not infringe the rights of third parties, that it will be compatible with all systems, that it will be secure and that all information provided will be accurate. We make no guarantee of any specific results from the use of our Services.

9.2 No part of this Web Site is intended to constitute advice and the Content of this Web Site should not be relied upon when making any decisions or taking any action of any kind.

9.3 No part of this Web Site is intended to constitute a contractual offer capable of acceptance. No goods and / or services are sold through this Web Site and product and / or service details are provided for information purposes only.

9.4 Whilst every effort has been made to ensure that all graphical representations of products and / or descriptions of services available from SEBS correspond to the actual products and / or services, SEBS is not responsible for any variations from these descriptions.

9.5 SEBS does not represent or warrant that such products and / or services will be available from us or our Premises. For this reason, please contact us prior to visiting if you wish to enquire as to the availability of any products and / or services. Any such enquiry does not give rise to any express or implied warranty that the products and / or services forming the subject matter of your enquiry will be available upon your arrival at our Premises.

9.6 All pricing information on the Web Site is correct at the time of going online. SEBS reserves the right to change prices and alter or remove any special offers from time to time and as necessary.

10. Availability of the Web Site

The Service is provided “as is” and on an “as available” basis. We give no warranty that the Service will be free of defects and / or faults. To the maximum extent permitted by the law we provide no warranties (express or implied) of fitness for a particular purpose, accuracy of information, compatibility and satisfactory quality.

SEBS Ltd accepts no liability for any disruption or non-availability of the Web Site resulting from external causes including, but not limited to, ISP equipment failure, host equipment failure, communications network failure, power failure, natural events, acts of war or legal restrictions and censorship.

11. Limitation of Liability

11.1 To the maximum extent permitted by law, SEBS accepts no liability for any direct or indirect loss or damage, foreseeable or otherwise, including any indirect, consequential, special or exemplary damages arising from the use of the Web Site or any information contained therein. Users should be aware that they use the Web Site and its Content at their own risk.

11.2 Nothing in these terms and conditions excludes or restricts SEBS's liability for death or personal injury resulting from any negligence or fraud on the part of SEBS.

11.3 Whilst every effort has been made to ensure that these terms and conditions adhere strictly with the relevant provisions of the Unfair Contract Terms Act 1977, in the event that any of these terms are found to be unlawful, invalid or otherwise unenforceable, that term is to be deemed severed from these terms and conditions and shall not affect the validity and enforceability of the remaining terms and conditions. This term shall apply only within jurisdictions where a particular term is illegal.

12. No Waiver

In the event that any party to these Terms and Conditions fails to exercise any right or remedy contained herein, this shall not be construed as a waiver of that right or remedy.

13. Previous Terms and Conditions

In the event of any conflict between these Terms and Conditions and any prior versions thereof, the provisions of these Terms and Conditions shall prevail unless it is expressly stated otherwise.

14. Notices

All notices / communications shall be given to us either by post to our Premises (see address above) or by email to This email address is being protected from spambots. You need JavaScript enabled to view it.. Such notice will be deemed received 3 days after posting if sent by first class post, the day of sending if the email is received in full on a business day and on the next business day if the email is sent on a weekend or public holiday.

15. Law and Jurisdiction

These terms and conditions and the relationship between you and SEBS shall be governed by and construed in accordance with the Law of England and Wales and SEBS and you agree to submit to the exclusive jurisdiction of the Courts of England and Wales.


This Policy applies as between you, the User of this Web Site and South East Business Systems the owner and provider of this Web Site. This Policy applies to our use of any and all Data collected by us in relation to your use of the Web Site and any Services or Systems therein.

1. Definitions and Interpretation

In this Policy the following terms shall have the following meanings:

“Account” means collectively the personal information and credentials used by Users to access Material and / or any communications System on the Web Site;

“Content” means any text, graphics, images, audio, video, software, data compilations and any other form of information capable of being stored in a computer that appears on or forms part of this Web Site;

“Data” means collectively all information that you submit to the Web Site. This includes, but is not limited to, Account details and information submitted using any of our Services or Systems;

“SEBS” means South East Business Systems, 2-8 Sussex Road, Haywards Heath, West Sussex, RH16 4EA;

“Service” means collectively any online facilities, tools, services or information that SEBS makes available through the Web Site either now or in the future;

“System” means any online communications infrastructure that SEBS makes available through the Web Site either now or in the future. This includes, but is not limited to, web-based email, message boards, live chat facilities and email links;

“User” / “Users” means any third party that accesses the Web Site and is not employed by SEBS and acting in the course of their employment; and

“Web Site” means the website that you are currently using (http://www.sebs.it) and any sub-domains of this site unless expressly excluded by their own terms and conditions.

2. Data Collected

Without limitation, any of the following Data may be collected:

2.1 name;

2.2 date of birth;

2.3 gender;

2.4 job title;

2.5 profession;

2.6 contact information such as email addresses and telephone numbers;

2.7 demographic information such as post code, preferences and interests;

2.8 IP address (automatically collected);

2.9 web browser type and version (automatically collected);

2.10 operating system (automatically collected);

2.11 a list of URLs starting with a referring site, your activity on this Web Site, and the site you exit to (automatically collected).

3. Our Use of Data

3.1 Any personal Data you submit will be retained by SEBS for as long as you use the Services and Systems provided on the Web Site. Data that you may submit through any communications System that we may provide may be retained for a longer period of up to 6 months.

3.2 Unless we are obliged or permitted by law to do so, and subject to Clause 4, your Data will not be disclosed to third parties.

3.3 All personal Data is stored securely in accordance with the principles of the Data Protection Act 1998. For more details on security see clause 9 below.

3.4 Any or all of the above Data may be required by us from time to time in order to provide you with the best possible service and experience when using our Web Site. Specifically, Data may be used by us for the following reasons:

3.4.1 internal record keeping;

3.4.2 improvement of our products / services;

3.4.3 transmission by email of promotional materials that may be of interest to you;

3.4.4 contact for market research purposes which may be done using email, telephone, fax or mail. Such information may be used to customise or update the Web Site.

4. Third Party Web Sites and Services

SEBS may, from time to time, employ the services of other parties for dealing with matters that may include, but are not limited to, payment handling, delivery of purchased items, search engine facilities, advertising and marketing. The providers of such services do not have access to certain personal Data provided by Users of this Web Site.

5. Changes of Business Ownership and Control

5.1 SEBS may, from time to time, expand or reduce its business and this may involve the sale of certain divisions or the transfer of control of certain divisions to other parties. Data provided by Users will, where it is relevant to any division so transferred, be transferred along with that division and the new owner or newly controlling party will, under the terms of this Policy, be permitted to use the Data for the purposes for which it was supplied by you.

5.2 In the event that any Data submitted by Users will be transferred in such a manner, you will be contacted in advance and informed of the changes. When contacted you will be given the choice to have your Data deleted or withheld from the new owner or controller.

6. Controlling Access to your Data

6.1 Wherever you are required to submit Data, you will be given options to restrict our use of that Data. This may include the following:

6.1.1 use of Data for direct marketing purposes; and

6.1.2 sharing Data with third parties.

7. Your Right to Withhold Information

7.1 You may access certain areas of the Web Site without providing any Data at all. However, to use all Services and Systems available on the Web Site you may be required to submit Account information or other Data.

7.2 You may restrict your internet browser’s use of Cookies.

8. Accessing your own Data

8.1 You have the right to ask for a copy of your personal Data on payment of a small fee.

9. Security

9.1 Data security is of great importance to SEBS and to protect your Data we have put in place suitable physical, electronic and managerial procedures to safeguard and secure Data collected online.

10. Changes to this Policy

SEBS reserves the right to change this Privacy Policy as we may deem necessary from time to time or as may be required by law. Any changes will be immediately posted on the Web Site and you are deemed to have accepted the terms of the Policy on your first use of the Web Site following the alterations.


South East Business Systems is a limited company registered in England Reg No: 1477938 Vat No: GB 315 942 164
2-8 Sussex Road, Haywards Heath, West Sussex, RH16 4EA

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