Mistral Internet Group Limited - Code of Practice

Table of Contents

Introduction
How to contact Mistral Internet
Mistral Internet Services
Service Pricing
Customer Service
~ Sales
~ Provision
~ Cancellation
~ Service Update Requests
~ Service Faults and Outages
~ Billing
~ Client Complaints
~ Dispute Resolution
Client Rights/Obligations
~ Data Protection
~ Terms & Conditions
~ Acceptabe Use Policy
Approval and Review of Code of Practice


Introduction
Mistral Internet is a provider of Internet communications solutions to UK businesses, based on our portfolio of Internet Connectivity, Hosting and associated Services. We are committed to offering a high standard of client support to all of our clients.

The purpose of this Code of Practice is to inform clients of the range of Services that we offer, and more importantly, to inform clients of the various ways that they can interact with Mistral Internet. This Code of Practice also outlines what to do in the unlikely event that a client is unhappy with any aspect of their Mistral Internet Service.

Mistral Internet is a member of ISPA - the Internet Service Provider's Association. In addition to this Code of Practice, Mistral Internet also abides by the ISPA Code of Practice, which can be found online at www.ispa.org.uk.

How to contact Mistral Internet
Mistral Internet can be contacted by e-mail, telephone, fax or post.

Sales and General Enquiries

Phone: 0870 751 6300
Fax: 0870 751 6399
e-mail: sales@mistral.net

Technical Support

Phone: 0870 751 6310
Fax: 0870 751 6399
e-mail: helpdesk@mistral.net

Postal Address:

Mistral Internet Group Limited
Tower Point
44 North Road
Brighton
East Sussex
BN1 1YR

A full list of contact details for all Mistral Internet office locations can be found on our website.

Mistral Internet Services
Mistral Internet Services are classified under the following categories:

Dial-Up Services

• Mistral Dial
• Business Dial-up
• Business Dial Plus
• Dedicated Connectivity
• ADSL
• Wires Only ADSL
• SDSL
• Satellite
• Leased Line

Hosting

• Shared Hosting
• Managed Sun Hosting
• Complex Hosting
• Load Balancing
• Server Co-location
• Network Security
• Managed Network Security

A full list of Mistral Internet Services can be found on our website at http://www.mistral.net/products.asp, or information on specific Services can be requested from the Mistral Internet sales department which can be contacted via any of the methods outlined in the section of this Code of Practice entitled How to contact Mistral Internet.

Service Pricing
Service pricing can either be found on the appropriate section of the Mistral Internet website, or is available on request from the Mistral Internet sales department which can be contacted via any of the methods outlined in the section of this Code of Practice entitled How to contact Mistral Internet.

Customer Service

Sales: Sales enquiries can be submitted to Mistral Internet by telephone, fax, or e-mail - contact details are outlined in the section of this Code of Practice entitled How to contact Mistral Internet.

Provision: Orders for Mistral Internet Services must be submitted on an appropriate Service Order Form. Service Order Forms for all Services are available from the Mistral sales department. All Services are subject to Mistral Internet's standard Terms & Conditions of Business, a copy of which is available on request from the Mistral Internet sales department. Orders for certain Mistral Internet Services may require completion of multiple Service Order documents, including an appropriate Service Order Form, standard Terms & Conditions and Direct Debit Mandate. A Mistral Internet sales representative will advise clients which documents are required to constitute an order for the required Service.

All Services are subject to a standard lead time. Clients will be advised of lead times for their chosen Service by their Mistral Internet sales representative. Service lead times are subject to change and are therefore not published by Mistral Internet.

Cancellation: Notice of cancellation of all Mistral Internet Services must be served in writing. Cancellation requests will be accepted by e-mail, fax or post (contact details outlined in the section of this Code of Practice entitled How to contact Mistral Internet) from an authorised representative of the client. The required notice period for most Mistral Internet Services is 30 days from receipt of notification. If the notice period differs from 30 days, this will be detailed on the Service Order Form or in the Terms and Conditions of business signed by the client.

Service Update Requests: Requests for changes to a Mistral Internet Service (for example password resets, username changes, DNS updates etc) should be submitted by e-mail to requests@mistral.net.

Service Faults and Outages: Mistral Internet will notify clients of major Service faults, outages and scheduled maintenance via the Current Service Status page of the Mistral Internet website which can be found at:
http://www.mistral.net/support/status.asp.

Clients can inform Mistral Internet of any Service Faults or outages by contacting the Mistral Internet Helpdesk by any of the methods outlined in the section of this Code of Practice entitled How to contact Mistral Internet. Clients will be issued with a ticket number to assist in tracking fault resolution. Clients should always be prepared to quote this ticket number when checking for updates on fault resolution.

Billing: Service billing varies depending on the Service type. Billing frequency and payment options will be outlined to the client on the appropriate Service Order Form. As a guide, Mistral Internet can accept payment by:

• Credit Card
• Cheque
• Bank transfer (BACS, CHAPS)
• Direct Debit

Service billing frequencies depend on the Service type and payment method - monthly, quarterly and annual payment options are available.

Mistral Internet issues postal invoices for all Services which are payable 30 days from the date of issue of the invoice. Failure to pay an invoice 30 days after the due date may result in suspension or termination of Service. Further details on invoicing can be found in Mistral Internet's Terms & Conditions of business.

Mistral Internet invoices show the following information:

• Client Number
• Service ID
• Service Description
• Quantity of each item
• Billing Period for each item
• Unit cost of each item
• Total cost for each item
• Total invoice cost inclusive and exclusive of VAT.

Client Complaints: In the unlikely event of a compliant regarding any aspect of a Mistral Internet Service, clients are invited to submit complaints in writing either by post or fax (to the address detailed in the section of this Code of Practice entitled How to contact Mistral Internet) or by e-mail to complaints@mistral.net.

In order for us to resolve complaints as efficiently as possible, we ask clients to include as much information as possible about their particular complaint:

• Service ID (Mistral Internet reference, available on invoice)
• Ticket Number (if appropriate)
• Nature of complaint

We are committed to resolving client issues as swiftly as possible and assure clients that all complaints are monitored continuously by Mistral Internet senior management.

Dispute Resolution: In the unlikely event that a client is dissatisfied with Mistral Internet's response to a complaint and has been unable to resolve the issue with Mistral Internet within 3 months of submitting a complaint in writing then the complaint may be referred for independent review. Mistral Internet is a member of CISAS - the Communications and Internet Services Adjudication Scheme which is operated by the Chartered Institute of Arbitrators.

CISAS will gather information from both the Client and Mistral Internet and make an independent decision based on the information provided.

Should a client wish to raise a dispute with CISAS they should do so directly by contacting CISAS at the following address:

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

Further details on the Services offered by CISAS, and alternative ways of contacting CISAS can be found at http://arbitrators.org/cisas.

Client Rights/Obligations

Data Protection: Mistral Internet complies with UK Data Protection legislation regarding the handling of client data. Mistral Internet Group Limited is a registered Data Controller. Our registration number is Z7074524.

Terms & Conditions: All Services are subject to Mistral Internet's standard Terms & Conditions of Business, a copy of which is available on request from the Mistral sales department

Acceptable Use Policy: Mistral Internet requests that clients use Mistral Internet Services in accordance with the Mistral Internet Acceptable Use Policy, which is annexed to the Mistral Internet Terms and Conditions of Business as Schedule 2, a copy of which is available on request from the Mistral Internet sales department.

Approval and Review of Code of Practice
This code will be reviewed on a quarterly basis in accordance with OFCOM requirements.

This Code of Practice has been approved for publication by OFCOM.

This code of practice is available for download from the Mistral Internet website http://www.mistral.net. Paper copies can be requested from sales@mistral.net. Copies can also be obtained on request in large print and Braille.