Cancellations – Terms & Conditions

1. Hosted Exchange. Hosted Exchange is managed service inclusive of annual service maintenance and support. Hosted Exchange delivers a commercial e-mail platform to clients. The annual charges pertaining to this service covers licensing, maintenance and support of the service. Hosted Exchange is managed through a Fivenines service portal and as such no administration passwords or administration access will be supplied to the client or a third party. On suspension or cancellation of this service no information will be transferred to a third party. Once terminated, it is the responsibility of the client to make provision and for their own e-mail. On termination or cancellation, all accounts, data and configuration will be deleted from the Fivenines Hosted Exchange platform and servers. The minimum service term for Hosted Exchange is 12 months from the date of commission or the renewal date. Cancellation of this service must be requested in writing no later than 30 days prior to the advised renewal date specified on the annual renewal notice.

3. Online Data Backup. Online Data Backup is a managed cloud backup service for servers and workstations. Charges pertaining to this service cover management, software licensing and offsite storage capacity. This service is charged monthly based on licenses in use and storage allocated to an account at the end of each contract month. On termination all data held on Fivenines backup servers will be removed and deleted. Fivenines will not be accountable for any data loss after the termination date, Fivenines will not be held liable for clients data or backup of this data after the termination date. The minimum service term for Online Data Backup is one month from the date of commission. Cancellation of this service must be requested in writing. Termination of this service will be 30 days from the end of the month in which the cancellation notice was received from the client and confirmed by Fivenines UK Limited. Fivenines reserves the right to apply a charge for the transportation and reinstatement of data in the event of any data loss or as part of a disaster recovery incident.

4. Spam & Virus Firewall. Spam and Virus firewall is a managed e-mail protection service and is delivered and maintained using Fivenines hosted equipment and appliances. This service protects client networks and computers from unsolicited and virus infected e-mail communications. Fivenines will no be held liable for any loss incurred as a result of unsuccessful filtering of email that contains a virus infection or any other threat including fraudulent content. The minimum service term for Spam & Virus Firewall subscriptions is 12 months from the date of commission or the renewal date. Cancellation of this service must be requested in writing no later than 30 days prior to the advised renewal date specified on the annual renewal notice.

5. Antivirus Software. Antivirus is a vendor maintained software subscription service protecting computers, networks and e-mail systems against virus and malware infections and attacks. This software is installed by Fivenines and automatically updated by the software vendor. These updates are monitored for clients who are contracted under a Fivenines supplied support agreement only. Fivenines will no be held liable for any loss incurred as a result of an infected network, computer or e-mail system. Fivenines will not be held liable for any third party loss incurred by the transfer of a client’s infection by means of e-mail communication, removable media or by any other method. Fivenines will not be held liable for any loss of data or business continuity which is incurred as a result of a virus or malware infection. The minimum service term for antivirus subscriptions is 12 months from the date of commission or the renewal date. Cancellation of this service must be requested in writing no later than 30 days prior to the advised renewal date specified on the annual renewal notice.

6. Domain Registration & Hosting. Domain registration is the process of registering a unique domain name on behalf of a client to facilitate an e-mail domain, website address or service. Domain Hosting is the provision of web server disk space, function and software to deliver a website, e-mail or service. Fivenines will periodically conduct maintenance on web servers which will result in the loss of service for short periods of time. This server maintenance is normally scheduled during non-business hours and is kept to a minimum. Fivenines will not be held liable for any loss of service or revenue as a result of web server downtime. Fivenines provides a highly secure and monitored web server environment. Fivenines will not be held liable for any loss of data, service or revenue which results from a cyber attack or any other malicious activity conducted against a Fivenines web server. On cancellation of a domain name renewal, Fivenines will not renew ownership of domain names after the renewal anniversary and these domain names will be available for purchase by a third party. Fivenines will not be held liable for the loss of ownership due to the release of a domain name. The minimum service term for domain name registration and hosting service subscriptions is 12 months from the date of commission, purchase or the renewal date. Cancellation of these services must be requested in writing no later than 30 days prior to the advised renewal date specified on the annual renewal notice.

7. Content Filtering. Content Filtering is a Fivenines managed service provisioned through a third party vendor system. Content Filtering restricts user access to non business website content using specific policies and category based filtering. Fivenines will not be held liable for any loss incurred by the use of this service. Any logs and data collected during or after the use of this service will be held in strict confidence and not communicated to any individual or third party without the written connect of the client or an authorised representative. The minimum service term for a Content Filtering service subscriptions is 12 months from the date of commission, or the renewal date. Cancellation of this service must be requested in writing no later than 30 days prior to the advised renewal date specified on the annual renewal notice.

8. Software Licensing. Fivenines provides software and licensing as a vendor authorised reseller. This type of software and licensing can only be provided to clients by approved resellers who have successfully completed vendors reseller programs and met technical and competence prerequisites. Fivenines is a vendor authorised reseller of all subscription based software and licensing it provides. Software usage and licensing terms are dictated by the software vendor and covered under a separate client vendor agreement. Fivenines manages license renewal on behalf of the vendor and client. The software and/or licensing sold to the client is either based on a perpetual or annual subscription basis. Software support is delivered as an inclusive service by the vendor. Software support and maintenance is provided by Fivenines to Fivenines’ contact support clients only. Fivenines will not be held liable for any loss incurred by the use of this software. Fivenines reserves the right to remove software and/or licenses from client’s equipment if the vendor terms are broken or the terms in this document are not upheld. Fivenines reserves the right to inform the vendor of software misuse or piracy at any point during the licensed period. All software license terms are 12 months from the date of purchase or the renewal date unless stated on a separate agreement. Cancellation of software licensing must be requested in writing no later than 30 days prior to the advised renewal date specified on the annual renewal notice.

Complaints

Fivenines are committed to providing the highest level of service to our clients, and look to do all we can to ensure that you are satisfied with the services and support that we offer.

If you feel that one of our services has not met your expectations – complaints can be made in writing to the below address or email address. All contact will be acknowledged within 1-2 working days.

Fivenines UK Limited
19 Howley Park Business Village
Morley
Leeds
LS27 0BZ

Email : info@fivenines.co.uk

Complaint escalation information relating to domain registration can be found here : http://www.nominet.uk/resources/complaints

Abuse Complaints

If you believe your rights are being infringed by or otherwise have a complaint about content on the Fivenines network, please send a written notice to abuse@fivenines.co.uk