Terms and Conditions
By using our services you are agreeing to these terms, please read them carefully.
Product or Service Specific Terms
We provide a wide range of services, either directly or through third parties. Many of these Third parties have additional terms and conditions of use we are required to make you aware of. Those terms will either be provided for you here or provided to you directly upon your commencement of those services.
Sometimes additional terms and conditions are required, these will be provided to you on an as required basis.
If you have any concerns or queries about which terms are relevant to you, you should contact us immediately.
Terms of Service
Our terms of service apply to any interactions you may have with us as a customer.
Privacy Policy
Service Commitments
We are committed to providing an exceptional service level to our clients. To find out about our service level commitments please click here
Complaints Procedure
We are committed to providing a service above and beyond expectations, if you are for any reason unhappy with the service received you can follow our complaints procedure here
brokenStones Service Commitments
One of the main drivers behind what we do here at brokenStones is maintaining an exceptionally high level of customer service, it’s one of the reasons I set the business up in the first place.
For all our Support clients we have an incident prioritisation and Service level promise. This sets out how we classify any issues you report to us, and how quickly you can expect us to respond and resolve your issue.
The following prioritisation and response times applies to all support issues you raise with us either via e-mail to your designated support address or via our dedicated support helpdesk on 01543 241210.
Confirmation of Receipt
Upon raising an issue with you, you should get an automated confirmation e-mail notice back pretty much straight away. If you have NOT received this notice within 30 minutes you should contact our helpdesk on 01543 241210
First Response
We shall respond to all new issues raised with our support team within 1 business hour. We call this first response, and it means we’ll respond personally to you, not some automated system.
Critical Issues
Something that is completely stopping your business from operating.
We will have a plan in place to fix it within 2 business hours.
We will have found you a suitable work-around and/or resolved it within 4 business hours.
Low Priority issues
Something that does not significantly affect work being conducted on a daily basis.
We will have a plan in place to fix the issue within 7 days.
High Priority Issues
Something that is stopping an individual from carrying out their job and they have no work around for.
For issues raised before 1.30pm we will have a plan in place to fix it by the end of that business day
For issues raised after 1.30pm we will have a plan in place to fix it by the end of the next business day
We will have resolved your issue by the end of the next business day
Medium Priority Issues
Something that is hampering an individual from doing their job effectively, or has the potential to cause significant loss if it’s not resolved in a timely manner.
For issues raised before 3.30pm we will have a plan in place to fix it by the end of the next business day.
For issues raised after 3.30pm we will have a plan in place to fix it by the end of the 2nd full business day.
We will have resolved your issue within 3 business days.
Satisfaction Guarantee
If at any point you are not satisfied with how we are handling your issue, or you don’t think we have met our commitments as set out above you can contact our customer services manager on customerservices@brokenstones.net or 01543 222444.
If you are still not happy, you can find our complaints procedure here
Privacy Policy
This policy will be updated on Friday 25th of May in line with the new GDPR legislation
What is this Privacy Policy for?
This privacy policy is for this website www.brokenstones.co.uk and served by B.S Net Limited and governs the privacy of its users who choose to use it.
The policy sets out the different areas where user privacy is concerned and outlines the obligations & requirements of the users, the website and website owners.
Furthermore the way this website processes, stores and protects user data and information will also be detailed within this policy.
The Website
This website and its owners take a proactive approach to user privacy and ensure the necessary steps are taken to protect the privacy of its users throughout their visiting experience. This website complies to all UK national laws and requirements for user privacy.
Use of Cookies
This website uses cookies to better the users experience while visiting the website. Where applicable this website uses a cookie control system allowing the user on their first visit to the website to allow or disallow the use of cookies on their computer / device. This complies with recent legislation requirements for websites to obtain explicit consent from users before leaving behind or reading files such as cookies on a user’s computer / device.
Cookies are small files saved to the user’s computers hard drive that track, save and store information about the user’s interactions and usage of the website. This allows the website, through its server to provide the users with a tailored experience within this website.
Users are advised that if they wish to deny the use and saving of cookies from this website on to their computers hard drive they should take necessary steps within their web browsers security settings to block all cookies from this website and its external serving vendors.
This website uses tracking software to monitor its visitors to better understand how they use it. This software is provided by Google Analytics which uses cookies to track visitor usage. The software will save a cookie to your computers hard drive in order to track and monitor your engagement and usage of the website, but will not store, save or collect personal information. You can read Google’s privacy policy here for further information [ https://www.google.com/privacy ].
Other cookies may be stored to your computers hard drive by external vendors when this website uses referral programs, sponsored links or adverts. Such cookies are used for conversion and referral tracking and typically expire after 30 days, though some may take longer. No personal information is stored, saved or collected.
Contact & Communication
Users contacting this website and/or its owners do so at their own discretion and provide any such personal details requested at their own risk. Your personal information is kept private and stored securely until a time it is no longer required or has no use, as detailed in the Data Protection Act 1998. Every effort has been made to ensure a safe and secure form to email submission process but advise users using such form to email processes that they do so at their own risk.
This website and its owners use any information submitted to provide you with further information about the products / services they offer or to assist you in answering any questions or queries you may have submitted. This includes using your details to subscribe you to any email newsletter program the website operates but only if this was made clear to you and your express permission was granted when submitting any form to email process. Or whereby you the consumer have previously purchased from or enquired about purchasing from the company a product or service that the email newsletter relates to. This is by no means an entire list of your user rights in regard to receiving email marketing material. Your details are not passed on to any third parties.
Email Newsletter
This website operates an email newsletter program, used to inform visitors about products and services supplied by B.S Net Limited. Users can subscribe through an online automated process should they wish to do so but do so at their own discretion. Some subscriptions may be manually processed through prior written agreement with the user.
Subscriptions are taken in compliance with UK Spam Laws detailed in the Privacy and Electronic Communications Regulations 2003. All personal details relating to subscriptions are held securely and in accordance with the Data Protection Act 1998. No personal details are passed on to third parties nor shared with companies / people outside of the company that operates this website. Under the Data Protection Act 1998 you may request a copy of personal information held about you by this website’s email newsletter program. A small fee will be payable. If you would like a copy of the information held on you please write to the business address at the bottom of this policy.
Email marketing campaigns published by this website or its owners may contain tracking facilities within the actual email. Subscriber activity is tracked and stored in a database for future analysis and evaluation. Such tracked activity may include; the opening of emails, forwarding of emails, the clicking of links within the email content, times, dates and frequency of activity [this is by no far a comprehensive list]. This information is used to refine future email campaigns and supply the user with more relevant content based around their activity.
In compliance with UK Spam Laws and the Privacy and Electronic Communications Regulations 2003 subscribers are given the opportunity to un-subscribe at any time through an automated system. This process is detailed at the footer of each email campaign. If an automated un-subscription system is unavailable clear instructions on how to un-subscribe will by detailed instead.
External Links
Although this website only looks to include quality, safe and relevant external links, users are advised adopt a policy of caution before clicking any external web links mentioned throughout this website. (External links are clickable text / banner / image links to other websites etc.).
The owners of this website cannot guarantee or verify the contents of any externally linked website despite their best efforts. Users should therefore note they click on external links at their own risk and this website and its owners cannot be held liable for any damages or implications caused by visiting any external links mentioned.
Adverts and Sponsored Links
This website may contain sponsored links and adverts. These will typically be served through our advertising partners, to whom may have detailed privacy policies relating directly to the adverts they serve.
Clicking on any such adverts will send you to the advertisers website through a referral program which may use cookies and will track the number of referrals sent from this website. This may include the use of cookies which may in turn be saved on your computers hard drive. Users should therefore note they click on sponsored external links at their own risk and this website and its owners cannot be held liable for any damages or implications caused by visiting any external links mentioned.
Social Media Platforms
Communication, engagement and actions taken through external social media platforms that this website and its owners participate on are custom to the terms and conditions as well as the privacy policies held with each social media platform respectively.
Users are advised to use social media platforms wisely and communicate / engage upon them with due care and caution in regard to their own privacy and personal details. This website nor its owners will ever ask for personal or sensitive information through social media platforms and encourage users wishing to discuss sensitive details to contact them through primary communication channels such as by telephone or email.
This website may use social sharing buttons which help share web content directly from web pages to the social media platform in question. Users are advised before using such social sharing buttons that they do so at their own discretion and note that the social media platform may track and save your request to share a web page respectively through your social media platform account.
Shortened Links in Social Media
This website and its owners through their social media platform accounts may share web links to relevant web pages. By default some social media platforms shorten lengthy urls [web addresses].
Users are advised to take caution and good judgement before clicking any shortened urls published on social media platforms by this website and its owners. Despite the best efforts to ensure only genuine urls are published many social media platforms are prone to spam and hacking and therefore this website and its owners cannot be held liable for any damages or implications caused by visiting any shortened links.
Notices and Revisions
If you have any concern about your privacy whilst on this website, please e-mail us a thorough description and we will try to resolve the issue for you. Our business changes constantly and our Privacy Notice and the Terms & Conditions will change also. You should check our website frequently to see recent changes.
brokenStones Complaints Procedure
Our customer service is extremely important to us, we believe If you have a complaint about brokenStones in the first instance you should contact our Customer Services Manager, Rachael Povey, on complaints@brokenstones.net or 01543 222444 providing as much information as you can to help her help you.
If you don’t feel your complaint has been dealt with accordingly and to your satisfaction, you can post your complaint to our Head Office:
Head of Customer Services
B.S Net Limited
Unit 4 Three Spires House
Station Road
Lichfield
WS13 6HX
For Cyber Essentials or IASME certification work, if you still do not feel your complaint has been handled sufficiently you can escalate your complaint direct to IASME:
https://iasme.co.uk/
Wyche Innovation Centre
Upper Colwall
Malvern
WR13 6PL03300 882 752
Domain Names
Nominet Polices & Rules (.UK Domain Names)
Tucows Registration Agreement (Non .UK Domain Names)
Office 365 & Microsoft Cloud
I.T. Support Services
A Separate terms of Contract is provided to all customers with an I.T. Support Agreement
Abuse Policy
If you believe something that may constitute abuse has originated from any of our systems (for example Spam or inappropriate content) you can report it via abuse@brokenstones.net starting your subject line with the word ABUSE:
Upon receiving your report it will be logged and you will be sent a confirmation email within 30 minutes so you know we have received your request.
We aim to have reviewed your request and taken action on it within 24 hours of receipt.
If you do not receive an initial confirmation email within 30 minutes, please first check you own junk mail filters, and then contact our offices on the number provided on our Contact Page