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Code of Practice
Code of Practice
The purpose of this code of practice
We
hope our code of practice helps you access details of our services and products,
by
understanding what you can expect from us after you’ve registered with
First-Edge service’s.
How to contact us
1. Contacting us online
The
best way of contacting us is to do so online. The contact us links lead to
specially designed email online services. These collect the information we
need to deal with your enquiry quickly.
Back to questions
Our service philosophy
We’re dedicated to being the base from which we can manage your Business
and explore your Personal future lifestyle.
We
hope to put ‘the world at your fingertips’ by making First-Edge service's help you
put to use all our business business activities.
We
want your First-Edge services and experience to be rewarding, productive and
successful.
To
help achieve this, we aim to provide you with:
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a
range of access packages, tools and services to help you make the most of
you're Business.
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a
service that’s simple to use, all the time through your PA.
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your
pa is trained in discussing all the opportunities available and will be
looking for your feedback.
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We
care about the quality of service you receive and we want to help you make
the most of it.
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Our range of services
We
offer a wide range of First-Edge packages and payment options for business
customers.
Customer service
Our
service is used differently by a very colourful range of clients. We research
how our customers use our service’s. Our pa teams are on hand 24 hours a day
to help you get the most out of our service.
We value your opinion on whether you feel you're getting value for your
money from First-Edge .
Your
satisfaction is important to us. That’s why we regularly talk to a sample of
our customers – we learn from you how to keep improving First-Edge service’s.
We
aim to offer you an inspirational service without any hassle. We hope you
find the potential of First-Edge services as exciting as we do.
Quality of service
First-Edge is Connected to a large internet server that’s connected to the World
Wide Web usage speed may vary depending on how many people are online. We do
our best to give you an excellent quality of service at all times.
Here
are some points on service reliability.
Our
service (access, email and hosting) is designed to be available 24 hours a
day, every day
The
main service capabilities (including email) have been designed with extra
components to reduce the risk of a single equipment failure causing a total loss of service
All
planned maintenance and incremental backup service upgrades are scheduled
for completion outside normal business hours, We
don’t offer any service level guarantees, and under our terms of service we
aren’t liable for indirect or resulting losses.
Registering for First-Edge service’s
You
can sign up online for First-Edge services and products, you're agreeing to
receive service’s immediately. If you require one of our pa to meet you
immediately please state the reason why and our customer service dept will
look into your registration details.
To
find out more about what we’re committed to providing you email our
customers services
Communicating with you
We
try to make it as easy as possible for you to at any time by using your pa
by direct mobile line or email, and during most days. All our contact
details are published on our website. We
have to tell you about any changes that affect the terms and conditions of
our service, giving you 14 days’ notice of any changes.
Here
are our current Terms & conditions
First-Edge
Terms & Conditions
We'll also keep you up to date with more routine service changes that don't
affect our Terms & Conditions of service.
We
send all our service communications to your main email address - the address
you chose when you signed up for the service (for example, your.name@First-Edge .co.uk)
If you use a different address, we strongly advise that you regularly check
your main email address for any important information received from your pa
or from our customer services.
Receiving marketing and other information
Apart from communicating with you about matters that affect you as a member,
we also give you the opportunity to receive other information, including any
new First-Edge products and special offers.
What we’re doing to be socially responsible
We
want your use of our service to be an enjoyable experience.
What we’re doing for people with special needs
We
want customers with special needs to be able to access all our online
communications as easily as possible.
First-Edge will advising older or disabled customers how to make the most of
today's communication services.
We value your feedback
You
are important to us and we value your feedback. If you have any suggestions
or questions about this code of practice, please
email
us.
Cancelling First-Edge Service’s
Your
First-Edge service can be cancelled by either party (you or us) giving the other
party 28 days notice. To find out more about cancelling the service
(including exceptions to the above notice period), please see our
Terms & Conditions
In
both cases a 12-month contract applies, so charges for the rest of this
contract period apply if you cancel your service after First-Edge has activated
it.
We
may cancel your service if you break any of our guild lines.
First-Edge will not be responsible to sort out any complicated problems, such as
those involving hardware or network problems, but we can pass them to a
specialist internet company which is chargeable. We’ll tell you when we
expect to have a full response, and agree a follow-up time and method.
specialist internet company can support you by phone, email, and in certain
circumstances, by an engineer visiting your premises.
Sorting out disagreements
If
you've gone through our complaints procedure and we're still not able to
help you, an independent 'dispute resolution' process may be available. This
is managed by the Office of the Ombudsman
ombudsman
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