Acceptable Use Policy

Transcription

1 Acceptable Use Policy BCB has been appointed to provide a managed Internet system and services to your residence, subject to management agreement. For any queries or support requests you have several options to contact us: 1. On line ticketing system 24x7 2. Live Help Online 9am to 5pm Monday to Friday 3. Helpdesk telephone From 7am to 12 midnight AEST support@bcb.com.au 24x7 5. SMS x7 By purchasing a data and time package and/or by using (includes attempted use) the BCB System in any way, you agree to comply with the terms of this Acceptable Use Policy (AUP). The purpose of this AUP is to ensure that the integrity of the Service can be maintained at all times for the benefit of all users. Suspensions and Terminations If we believe that you are in breach of this AUP then we may terminate or suspend your account at our discretion. We will make reasonable attempts to contact you prior to or immediately after any suspension of service to give you the opportunity to address the breach however we are under no obligation to contact you before terminating or suspending your account if we believe that it is warranted in the circumstances. If we do then any refund or reinstatement is at our discretion. In all respects we will act fairly. We are not liable to you for any cost, expense, loss or damage of any kind (including but without limitation to, direct, indirect, special or consequential loss or damage, loss of profits, corruption of data, delays, course interruption or indirect cost) you may suffer or incur in any way arising from your use of the System or the operation of the System itself. We warrant only that the System is suitable for Internet access and not for any other specific purpose. By using the System You indemnify us from any claim for loss or damage arising from your use. This indemnity applies even if we have terminated or suspended your account. It also applies to any advice provided by BCB support team which is provided in good faith. If we are liable to you for any reason then our liability is limited to reinstatement of the System. We can update this AUP at our discretion. The updated version will be available to you whenever you log in. We may notify you of any major changes through notice on our log in page, by to you or by any other method that we consider appropriate. Appropriate use is lawful use and use that accords with this AUP and the courtesies, considerations, conventions, regulations and protocols involved in the provision of the System, other Internet users and regulators.

2 Inappropriate use is use considered by us to be in conflict with appropriate use above and the expressed main purpose of this AUP. It may be use that offends any relevant regulator or authority. It includes intentional and unintentional acts or omissions regardless of purpose. Some indicators of inappropriate use are but are not limited to the following: Use of another person s account or credit card without authority Improper challenging of credit card payments to us Providing false or misleading information to BCB when creating an account Creating multiple accounts Illegal, malicious or offensive conduct, including in the creation of user accounts and in any correspondance with BCB in a public or private forum Abuse of our support staff or representatives in any manner whatsoever Transmission or display of threatening, obscene, offensive or abusive materials or any form of harassment Conflicts with any published policy of any appropriate University to which your residence is attached Improper probing or phishing Spam, mail bombing, flooding Use for commercial purpose Denial of Service attacks Conduct which overloads or may overload the System or otherwise cause or contribute to reduction in performance Failure to maintain virus and other protection systems Transmission of illegal, fraudulent, copyright of defamatory material Establishing a private network other than for personal use Reselling BCB services Conduct designed to attract network abuse by third parties Running DHCP servers, PPPoE concentrators, advertising routes or bridge networks or network connections. Experimenting with virtual machines, network and Internet technologies Any dispute, controversy or claim arising from or relating to this Agreement or any breach, termination or invalidity will be addressed in the spirit and practice of modern alternate dispute resolution. We are the judge of inappropriate use and will use our skills and experience to make determinations. Determinations will be made having regard to the interests of all users, the BCB team and your residence management where appropriate.. Charges apply if we provide unique data at or perform unique services for you at your request. We are not obliged to respond to unique requests for data or services although we will tell you our reasons for not doing so. Charges apply to all requests for refunds. Data is not refundable or transferrable Where appropriate, traffic to and from your University intranet is not chargeable. This has been established to be calculated automatically. If we are asked to provide evidence then charges apply. Minimum charge for any unique request is $25 gst inc BCB may amend this AUP at any time. Amendments will be effective as soon as they are posted. Notification of changes will be provided on the user interface.

3 Support Policy There are several levels of support: 24x7 On line ticketing system 24x7 Live Help Chat 9am to 5pm Monday to Friday Helpdesk telephone From 7am to 12 midnight AEST If we cannot deal with your issue by the above methods then we may brief an onsite representative. The onsite representatives are appointed and trained by us. Onsite representatives will not set up or manage your own computer this is your responsibility. A full support ticketing system and policy is in place Each contact and request for assistance needs to be dealt with in turn and according to priority that we will determine We will ring you back where appropriate using Skype, landline or an Australian mobile number. You must provide us with a correct address We will deal with each request within two hours of ticketing when received during support hours. We will deal with each request received outside support hours before 10am the next day. In many cases we may be able to deal with the issue immediately and will do so when we can. Whether we can depends on a range of issues many of which are outside our control. The meaning of deal with in these circumstances is to at least address the issue and contact you about it within two hours. The nature of the issue will determine the ultimate outcome We do not manage the set up, maintenance and protection of your own computer this is your responsibility Helpdesk is not available on major public holidays (Christmas Day Boxing Day New Years Day Easter Friday Easter Monday Australia Day Anzac Day Labour Day Queens Birthday). A notice will be provided on the log in interface relating to any closures or planned routine maintenance outages. Support issues will be dealt with promptly we know how reliant you are on the System Many outages are beyond our control such as power, equipment failure or trauma (cut lines), outages from the major Internet Service Provider. We monitor the system 24x7 technically so we will know of outages before you. We will post information regarding outages on the log in interface (ie potential outages and reasons for outages). If the system is down unexpectedly then we will call the residences and information management. Helpdesk personnel are full or part time employees of BCB.

4 Where possible please us the issue so we have a clear understanding. Sometimes with accents and language diversity the telephone is not the best communication medium When you ring we expect that you will have properly investigated the issue to determine the cause. At least you will need to tell us: Your name your residence name room number mobile phone number username and password The nature of the problem For how long is has been happening Details of error messages Your credit card/paypal details The operating system you are using Please be patient and polite. We will be.

5 Terms and Conditions Summary of the Standard Agreement for Supply of the BCB Internet Service DESCRIPTION OF THE SERVICE The service is the provision of provides 'on-demand' internet access and related support services. CHANGING THE AGREEMENT We may change the agreement at any time as permitted by law. Changes take effect at the time of posting to the BCB portal. PERSONAL INFORMATION We may collect, use and disclose personal information about you for purposes related to the provision of credit and the services. You must supply full and correct information as requested. If you do not supply the necessary information or if it is found to be incorrect, we may refuse or limit the service to you, We may collect, use or disclose your personal information only from or to appropriate organisations such as law enforcement agencies. Our privacy policy is available at or by contacting customer service. CHARGES You must pay in advance for provision of the service to you. You must pay even if you did not authorise payment, if the service is unavailable or if you are unable to access the service for any reason. We may offer promotions or offers in connection with the service (special). If you accept a special, the price and terms of the special will prevail until the special expires and then normal charges will apply. PAYMENTS Payments may be made by credit card, debit card or Paypal. TAXES BCB will charge you for taxes, including any GST for supplies made in connection with the service. COMPLAINTS AND DISPUTES If you have any complaint you may contact us. If we are unable to resolve your complaint you may take your complaint through other avenues, such as the TIO, ACCC or the Department of Fair Trading or Consumer Affairs in your state or territory. SUSPENDING OR CANCELLING THE SERVICE

6 You may cancel the service at any time. If you cancel you are not entitled to a refund on any unused time or data on your account. Unused time or data is not transferrable for any reason. We may suspend or cancel the service for breaches of this agreement or the Acceptable Use Policy If we suspend or cancel your service any remaining time or data is refundable at our discretion. LIABILITY You are liable to us for any breach of the agreement causing foreseeable loss to BCB. You are not liable to us for consequential loss that is not a result of something you have done. We accept liability to you in accordance with applicable law. We may be liable to you in connection with the agreement and the supply or interruption of the service only to the extent provided in the agreement. We are not liable to you for consequential loss. ACCEPTABLE USE POLICY You must comply with our Acceptable Use Policy when using the service. BCB Pty Limited ABN PO Box 609, Mooloolaba, 4557 Queensland