Skyline Code of Practice
1. Introduction
Skyline Networks and Consultancy Ltd is a provider of next generation internet services to businesses. These services are delivered via Skyline's microwave wireless network.
This Code of Practice is designed to enable existing and prospective clients to contact Skyline Networks 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:
The following documents are more service specific and so are only available upon request:
Customer Agreement
Service Level Agreement
2. Contact Details
Skyline can be contacted by post, email or telephone
Sales and General Enquiries
Phone: 0845 004 04 04 - option 2
e-mail: sales@skyline-networks.com
Technical Support
Phone: 0845 004 04 04 - option 3
e-mail: support@skyline-networks.com
Postal address and registered office:
Unit 6C,
Woodside Commercial Park,
Woodside Road,
Thornwood,
Epping,
Essex
CM16 6LJ
Company Reg 04935253
3. Services & Pricing
Skyline offers many internet related services including bespoke connectivity solutions, IP Telephony and hosting solutions. Please contact a member of Skylines sales staff for further details and pricing.
4. Compensation Packages
Skyline offers a range of compensation for Skyline 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 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 service, clients should submit full details of the complaint in writing, either by post or e-mail to complaints@skyline-networks.com. 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 on the matter and a summary of the issue you wish us to address. Once a complaint has been received, it will be logged onto our CRM system so that any further communications can be tracked. Skyline will endeavour to respond within 7 days of logging the complaint. If the Skyline 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 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 stating the complaint has reached 'deadlock', the client may choose to refer the complaint to an independant alternative dispute resolution scheme. You can find out more about the scheme at http://www.arbitrators.org. By post you can write to them at The Chartered Institute of Arbitrators, 12 Bloomsbury Square, London WC1A 2LP, or by phone on 020 7837 4483 (general enquiries).
