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Code of Practice

Our Code of Practice

This is the Skyline Wireless Ltd Code of Practice which conforms to the Code of Practice from Ofcom, the UK Telecommunications regulator.

Skyline Wireless Ltd offers internet connectivity services to business and residential customers. We provide these services to the best of our ability and are committed to offer service levels that are in line with those offered across our industry. As such we do take any concerns you may have about our services seriously. This Code of Practice outlines the support services available to our customers, and more specifically how you can contact Skyline Wireless Ltd when you wish to raise a concern that requires a resolution.

1. Introduction

Skyline Wireless Ltd is a provider of next generation internet services to businesses. These services are delivered via Skyline Wireless Ltd’s microwave wireless network.

This Code of Practice is designed to enable existing and prospective clients to contact Skyline Wireless Ltd Sales and Support departments to pursue enquiries concerning service or service issues.

Throughout this Code of Practice there may be references to the following documents which should be read in conjunction with this policy. The following are available online and are also available upon request:

Acceptable use policy

Terms & conditions

The following documents are more service specific and so are only available upon request:

Customer Agreement
Service Level Agreement

2. Contact Details

Skyline Wireless Systems can be contacted by post, email or telephone

Sales and General Enquiries
Phone: 0800 304 7544 or 0203 394 0929
eEmail: enquiries@skylinewireless.co.uk

Technical Support
Phone: 0800 304 7544 or 0203 394 0929
e-mail: technical@skylinewireless.co.uk

Postal address and registered office:
The Fold
114 Station Road
Sidcup
DA15 7AE

3. Services & Pricing

Skyline Wireless Ltd offers many internet related services including bespoke connectivity solutions, IP Telephony and hosting solutions. Please contact a member of Skyline Wireless Ltd sales staff for further details and pricing.

4. Compensation Packages

Skyline Wireless Ltd offers a range of compensation for Skyline Wireless Ltd attributable down time. Details of the packages and acceptance criteria are available in the relevant Service Level Agreement (SLA).

5. Support Services

For complete details of the support services offered please see the relevant Service Level Agreement (SLA).

6. Standard Service Contract Conditions

These are detailed in our standard “Terms & conditions” with the exception of any pre-agreed additional conditions which would be detailed in the “Customer Agreement”

7. Complaint Procedure

Skyline Wireless Ltd take any negative feedback very seriously and we are committed to resolving all complaints quickly and fairly. In the event of a complaint regarding any aspect of a Skyline Wireless Ltd service, clients should submit full details of the complaint in writing, either by post or e-mail to enquiries@skylinewireless.co.uk. Our objective is to seek out the root cause of the problem so we can put in measures to help prevent any such thing happening again. In order for us to do this we must ask clients to include as much detail as possible including any previous correspondence with Skyline Wireless Ltd on the matter and a summary of the issue you wish us to address. Skyline Wireless Ltd will endeavour to respond within 7 days of logging the complaint. If the Skyline Wireless Ltd response is unsatisfactory, the client must request in writing that the complaint be escalated to a more senior level for review. We are committed to resolving client issues as swiftly as possible and assure clients that all complaints are monitored continuously by Skyline Wireless Ltd senior management.

8. Dispute Resolution

In the event we are unable to resolve a complaint to the clients satisfaction within eight weeks of submitting the complaint or the client has received a response from Skyline Wireless Ltd stating the complaint has reached ‘deadlock’, the client may choose to refer the complaint to CISAS who are an independant alternative dispute resolution scheme.

CISAS
24 Angel Gate
City Road
London
EC1V 2PT
Phone: 020 7520 3827
Fax: 020 7520 3829
Email: info@cisas.org.uk
Website: www.cisas.org.uk

You can contact Ombudsman Services at:

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Phone: 0330 440 1614
Website: http://www.ombudsman-services.org