Cerberus Networks Code of Practice
Established in 2006, Cerberus Networks Ltd is an IT and Internet Services provider supplying a range of services to businesses. Cerberus does not market its services to consumers.
Our Internet products include, but are not limited to: Broadband, Web Hosting, Email, Domain name registration, Online Backup, Leased line Internet Access, Ethernet Based Internet Access, and Server Co-Location.
More Information about Cerberus Networks can be found on our website at: http://www.cerberusnetworks.co.uk
This code of practice provides a summary of our services, how they are provided and supported and lists the means by which you can get in touch with us. In the unlikely event that you are not satisfied with the service that you have received from us, this document explains what you should do.
There are several ways to contact Cerberus Networks:
Tel: 0345 257 1333
Fax: 0345 257 1334
Tel: 0345 257 1335
Fax: 0345 257 1334
To discuss an existing order , and general enquiries
Tel: 0345 257 1333
Fax: 0345 257 1334
Tel: 0345 257 1333
Fax: 0345 257 1334
Cerberus Networks provides a wide range of Internet Services. The most up to date information can be found on our website at: http://www.cerberusnetworks.co.uk or contact us.
Broadband Internet Access
Although Cerberus Networks supplies a range of products for Internet Access most customers use our Broadband products to provide their connectivity.
Broadband Internet Access (eg ADSL, ADSL2+, SDSL) is offered via multiple carriers. Different products will be available depending on which carriers have their equipment in the telephone exchange that serves a customer’s premises. Cerberus Networks will check what products are available in a given exchange and provide the customer with the options available to them.
Cerberus Networks will quote the maximum speeds available (eg “up to 24Mbps down”) in the product description, however these are the maximum line speeds attainable. Cerberus Networks Broadband is rate adaptive and the speed achieved will vary based on distance from the exchange, equipment used, and line conditions. Cerberus Networks will carry out a check before accepting an order and will give the customer a speed estimate based on the latest information fed into our systems from those of our carriers. In most cases our estimates are conservative. In the unlikely event that a customer does not achieve speeds reasonably close to those estimated Cerberus Networks will work with the customer to improve speeds. If after reasonable attempts by Cerberus Networks and the Customer to improve speeds the customer cannot achieve speeds reasonably close to those estimated Cerberus Networks will allow the customer to terminate the broadband service without penalty.
ADSL and ADSL2+ based broadband shares the customer’s existing telephone line. The Service cannot work if the telephone line does not work. It is the customer’s responsibility to ensure that the telephone line remains operational. Cerberus will not accept liability for failure to provide broadband service as a result of problems with the customer’s Telephone Line.
SDSL based broadband requires a dedicated line, Cerberus will arrange this as part of the SDSL provisioning process.
Our charges reflect the Type, Speed, and contention of the connection. We may also offer discounts in return for longer-term contracts.
Most Cerberus Networks Broadband has no limits on the amount of use that a customer makes of their connection, however we do provide a minority of customers (usually in areas outside normal coverage) products that do contain transfer limits or quotas. Any such products with transfer limits or quotas are clearly described and Cerberus will send the customer automated messages informing them if they are approaching a pre-arranged limit.
For more information about our range please visit http://www.cerberusnetworks.co.uk/index.php/services/business-connectivity
Cerberus Networks offers professional web hosting services on either a Linux (Apache) or Windows (IIS) platform.
Cerberus Networks charges for web hosting are based on: the number of websites hosted, the amount of storage each site occupies on our servers, and the amount of data transferred to the Internet from each website. Each web hosting package clearly states the allowances included.
For more information about our range please visit http://www.cerberusnetworks.co.uk/webhosting
Cerberus Networks offers hosting for customer email addresses on POP3, IMAP, or Microsoft Exchange Platforms.
All email hosting includes webmail and an on-line control panel.
Cerberus Networks offers spam and virus filtering for both Cerberus Networks Hosted email and as an option to protect customer-maintained mail-servers.
Cerberus Networks’ charges reflect the choice of platform chosen by the customer, the maximum amount of storage space the customer pre-arranges with Cerberus Networks to store customer email on the server, and whether the customer has chosen any spam or virus filtering.
Cerberus will discuss the customer’s needs and provide a clear quote stating what the customer can expect.
For more information about our range please visit http://www.cerberusnetworks.co.uk/index.php/services/cloud-services/hosted-email-a-messaging
Domain name registration
Cerberus Networks offers registration of domain names for customers. For instance names ending in .com, .co.uk . Cerberus will record the registrant of the domain name as the customer unless agreed otherwise.
Cerberus Networks’ charges reflect the choice of extension (eg .com, .co.uk, etc) and the length of time for which the customer would like the domain name registered (eg 1 year, 2 years, 5 years, etc).
For more information about our range please visit http://www.cerberusnetworks.co.uk/domains
Cerberus Networks offers a service to backup data from customer desktops and customer servers to our servers in our datacentre.
Cerberus Networks’ charges reflect the amount of storage that the customer has reserved on our servers and the types of device that the customer is backing up.
For more information about our range please visit http://www.cerberusnetworks.co.uk/backup
Leased line Internet Access & Ethernet Based Internet Access
Cerberus Networks offer a service to connect the customer to the internet via leased line private circuits (BT Megastream & similar products from other telecommunications suppliers) and Ethernet circuits (LAN extension services from BT and other telecommunications suppliers).
These services are dedicated to the purpose and, unlike ADSL based broadband, do not share a phone line, are uncontended, are not restricted to areas served by broadband enabled telephone exchanges and are not limited by distance from the local exchange.
Leased Lines are provided in partnership with a telecommunications supplier who provides, installs, and maintains a new physical connection into the customer’s premises.
Leased Lines are usually backed by a Service Level Guarantee: this will be stated on the customer’s order form and / or contract.
Cerberus Networks’ charges reflect the distance between the customer’s premises and our closest point of presence, the telecommunications suppliers that serve that customer’s premises and, the speed of service that the customer choses.
For more information about our range please visit:
Cerberus Networks offers customers the ability to co-locate their own server(s) and / or other equipment at our datacentre in London’s docklands. The customer’s equipment is connected to our high speed Internet backbone. This offers speeds far higher than could be achieved at the customer’s own site, through use of a conventional Broadband or Leased Line Connection. Co-Location allows customers full control over the specification of hardware and software the customer may use to deploy their Internet Application. The customer remains responsible for maintenance of their equipment, however our engineers are on hand to reboot machines and perform other simple tasks on request.
Cerberus Networks’ charges reflect the size of customer’s equipment, electricity consumed, speed of connection to the internet and data transferred. Availability of this product is limited. Quotes are provided on request.
Billing & Payment
Although Cerberus Networks’ prices are often quoted at monthly or annual rates to aid comparison with the competition, in order to reduce administration and costs for all parties we usually only accept payment on a quarterly or annual advance basis.
If a user terminates their contract within a period for which they have already paid, they are given a pro-rata refund. This is subject to notice periods and minimum contract lengths, as stipulated in the contract or terms and conditions.
Cerberus Networks sends invoices to its customers in paper or electronic form. Electronic invoices are Adobe Acrobat PDF versions of the paper invoices, identical in almost every way, emailed to an address supplied by the customer. Although electronic invoices are the default for new customers, any customer may opt out and receive paper invoices. The customer can request paper or electronic copies of any of their invoices on demand at any time. The customer can change their preference for future bills at any time. There is no cost difference between the electronic and paper invoicing.
Cerberus Networks currently accepts payment by Direct Debit, Credit Card, Debit Card, Standing Order, Bank Transfer or Cheque. The default payment method is Direct Debit. Some payment options may not be available to all customers.
Cerberus Networks’ services can be ordered online, via fax and post. In some circumstances, we may accept orders via email or telephone.
Terms and Conditions
All Cerberus Networks customers are bound by our standard terms and conditions, which must be agreed at the time of purchase. These terms are printed on our quotes, on the rear of our invoices, or may be viewed on our website at: http://www.cerberusnetworks.co.uk/terms
Additional terms may apply to some products, promotions, resellers and bulk contracts.
Acceptable Usage Policy
Cerberus Networks customers are required to abide by our Acceptable Usage Policy. This may be viewed on our website at: http://www.cerberusnetworks.co.uk/AUP
Cerberus Networks works hard to ensure that it provides the best service possible for its customers. However different products are provided in different ways and so guarantees of particular service level will differ from product to product. If no service levels are specified on the order form or contract, then service levels as specified in our terms and conditions apply.
Some products, for instance Leased Line Internet Connections, may have their own Service Level Agreement (SLA) and/or Service Level Guarantee (SLG). Such terms may offer a greater level of service than that guaranteed by our terms and conditions and in these cases the SLA or SLG will be referred to in the order form or the contract.
In the unlikely event that a customer’s service fails to meet service levels, compensation and/or a refund may become payable to the customer under the terms of their contract, SLA or SLG.
Customers may cease their service at any time subject to their contract and terms and conditions. Most customers may cease their service subject to submitting their intention to do so to Cerberus Networks in writing at least three months in advance, provided any minimum term specified in their contract has been served. At the time of writing the majority of our broadband customers and products have a minimum term of three months. Contract terms are specified both on customers quotes, and any applicable contract that customer agrees to at the time of order.
Notice to cease service must be in writing to our Walmgate Road address or by email to email@example.com . We regret that we cannot accept notice to cease via telephone.
Cerberus Networks is committed to ensuring a high level of service and satisfaction to all customers. We therefore encourage customers to provide us with feedback. All customers are invited to complete an online survey after completion of their order and when a support case is closed . Alternatively, we may be contacted at any time for suggestions or comments to be registered.
We take customer feedback very seriously and regularly review our systems and processes taking customers views into account. We are always looking for ways to improve.
If you have a query or suspect that there is a fault with a service we supply, please let us know as soon as possible using the contacts earlier in this document. We work hard to respond to customer queries promptly, to resolve issues in the shortest time possible and to a very high standard.
In the unlikely event that you are not happy with your experience, please ask to speak to a manager. In the case of an email or fax communication, request that the matter is escalated to a manager. If available he/she will try to attend to the matter immediately, though this may not always be possible and you should be prepared to leave contact details so that they can contact you at their earliest opportunity.
If you remain dissatisfied after you have received a response from a manager, you should write to:
Cerberus Networks Ltd
9 Walmgate Road
Where applicable please include your Account Number, Ticket Number(s), Invoice number(s), ADSL phone number(s), a summary of the issue, details of contacts with Cerberus Networks regarding the issue, and anything else you feel is relevant.
We will respond to you within 5 working days of receipt, however depending on the nature of the complaint our investigation may take longer. If our investigation is expected to take longer, we will write to inform you and keep you regularly updated.
If we have not resolved your complaint to your satisfaction after 12 weeks or if you have received a letter from us saying that your complaint has reached “deadlock”, you may refer the complaint for independent review. Cerberus Networks is a member of Ombudsman Services, an Ofcom certified Alternative Dispute Resolution (ADR) Service for the communications industry for disputes between customers and companies covered by the Communications Act 2003. You can contact the Ombudsman Services by writing to:Ombudsman Services
The Brew House
Ombudsman Services have a website at https://www.ombudsman-services.org/communications.html.
Obtaining Copies of this Code
This Code of Practice is published on our Web site at http://www.cerberusnetworks.co.uk/index.php/cop Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in large print.