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Code of Practice

Rev 6 - 01/06/05

1. About Us

Entanet are one of the leading providers of Partner-focussed Information Technology and network solutions for the global marketplace. Since our incorporation in 1996, we have successfully maintained a commitment to cutting edge networks and uncompromising product and service to all our partners.

Entanet, one of the UK's leading ISPs, provides shared, managed and co-located hosting solutions for Internet and Intranet requirements of businesses of all sizes. Services also include Leased line connections - (64K up to 100MB+), domain name registration, email, e-commerce and database solutions and ADSL/SDSL.

Entanet provides bespoke hosting solutions and our technical sales consultants take on the important task of understanding the customer objectives before proposing suitable solutions. Entanet is a Nominet, Network solutions and Nomination accredited domain registrar, this means we are one of the few providers to be able to offer domain names direct. Entanet are also members of Linx, LoNap, MaNap and Lipex. Entanet is also one of the few ISP's to have a direct clearing bank relationship and offer customers online, real-time, credit card transaction capabilities.

Entanet, the UK's most experienced network partner company, delivers superior returns to partners through its effective products and high-value services.

Our Strategy

We have a clearly defined strategy focussing on our channel business which means we are adding new products and services to solve a broadening array of challenges presented by our Partners all over the country. Executing this strategy translates directly into our ability to help Partners continuously achieve success and profit.

Customer Focus

All Entanet products are backed up by a world-class customer service with team members who deeply believe in the philosophy of putting the customers' needs first.

Wherever or whoever you are, we will guarantee our prompt, friendly and professional service to make sure you find the solution that suits you the most.

The Entanet Team

In order to help you do better business with your customers, our staff at Entanet gladly extend their services

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

Details can be found at http://www.enta.net/

Entanet 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

Entanet Internet 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

Entanet aim to provide first class service at all times and treat our customers as fairly as is possible.

5. Range of services

You will find full descriptions of all the products and services available from Entanet at: http://www.enta.net/. If you have any specific queries please contact sales@enta.net who will be happy to answer any query.

6. Customer Service

6.1. Ordering Products and Services

Most Entanet services may be ordered online. Specified services are also made available by direct contact with our sales team on the telephone numbers provided.

6.2. Charges

Full tariff information is supplied as part of our contract of supply and our terms and conditions modifying these are available online (http://www.enta.net/). Customers can also contact our Accounts or Sales teams to retrieve this information.

The following payment methods are accepted: All major credit cards (except American Express), Debit Card (except Visa Electron), Cheque, BACS transfer, Standing Order and Direct Debit payments. Cash 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 0333 101 0600 or e-mailing us at support@enta.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

Entanet's complaint handling process can be found at http://www.enta.net/

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/.

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://www.enta.net/.

Customers have the ability to cancel services and may notify us of service cancellation in writing (fax/letter). Minimum term details and notification periods can be found in our terms and conditions (http://www.enta.net/).

7. Your rights/obligations

General terms and conditions can be found at http://www.enta.net/ and product-specific terms and conditions can be found at the Web page relating to the product.

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. Entanet 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 Acceptable Use Policy which can be found at: http://www.enta.net/.

10. Approval and Review of Code(s)

The code will be reviewed on a regular basis in accordance with OFCOM requirements.