Acceptable Use Policy

1. Application of the Service

1.1 You are required to sign-up to an appropriate account type depending on your required utilisation. Home accounts are provided for Consumers. If you wish to use your account commercially then you must sign-up to a Business account or Teleworker account where appropriate. For guidance, we consider commercial use to be at a level above that which is running a part time Business or supporting any kind of hobby. Business accounts must be used if the account is to be used from any official Business Premises while Teleworkers are considered to be commercial use of a residential connection.

1.2 The Service includes a number of product features. Not all product features are activated as standard. Product features that require Customer activation are subject to reset should they remain unused for 3 months.

2. Disruption to the Service

2.1 You may not disrupt the Service(s). The Service(s) also may not be used to interfere with computer networking or telecommunications Services to any user, host or network, including, without limitation, denial of Service attacks, flooding of a network, overloading a Service, improper seizing and abuse of operator privileges and attempts to "crash" a host. The transmission or dissemination of any information or Software that contains a virus or other harmful feature is also prohibited. You are solely responsible for the security of any device you choose to connect to the Services, including any data stored on that device.

2.2 Using the Service, particularly "Always On" products, to run open servers, such as SMTP relay, web proxy and NNTP, is prohibited. We define an open server being one which can be connected to over the Internet by hosts not in a trusted list.

3. Inappropriate Use

3.1 There may be content on the Internet or otherwise available through the Service(s) which may be offensive to some individuals, or which may not be in compliance with all local laws, regulations and other rules. For example, it is possible to obtain access to content that is pornographic or offensive, particularly to children. We can assume no responsibility for the content contained on the Internet or otherwise available through the Service(s). You must assume the risk of accessing content through the Service, and neither we nor any of our employees, shall have any liability for any claims, losses, actions, damages, suits or proceedings arising out of or otherwise relating to access to such content. Parents may want to use a program capable of restricting access to sexually explicit material on the Internet. Content questions or complaints should be addressed to the content provider, and not us.

3.2 You are solely responsible for any information that you publish on the Internet or other Internet Service(s). You must ensure that the recipient of the content is appropriate. For example, you must take appropriate precautions to prevent minors from receiving inappropriate content. We and our employees reserve the right to refuse to post or to remove any information or materials, in whole or in part, that it, in its sole discretion, deems to be offensive, indecent, or otherwise inappropriate regardless of whether such material or its dissemination is unlawful.

3.3 You must not use the service or allow the service to be used:

1. in any way which breaks any law or the conditions of any licence or rights of others;
2. to make offensive , indecent, menacing, nuisance or hoax calls or to cause annoyance , inconvenience or needless anxiety;
3. to send, knowingly receive, upload, download, or use any material which is offensive, abusive, defamatory, obscene or menacing; or
4. in any way which we reasonably think will, or is likely to, affect how we provide the service to you or any of our customers .

4. Legal Obligations

4.1 We and our employees have no obligation to monitor transmissions made on the Service(s). However, we and our employees have the right to monitor such transmissions from time to time and to disclose the same in accordance with your Agreement.

4.2 By using the Service(s) to reproduce, publish, display, transmit and distribute content, you are warranting that the content complies with this Policy and you are authorising us and our employees to reproduce, publish, display, transmit and distribute such content as necessary for us to deliver the content in a timely manner when required through legal processes.

4.3 If you do not abide by the limitations of your Service(s), you will have action taken against them, not limited to, but including instant termination of your account without a refund.

4.4 Any decision made by us in relation to this Service shall be final.

5. Dial Access Acceptable Use Policy (All Unmetered Services)

5.1 Definitions

5.1.1 "Unmetered Internet dial access component" means the component that allows you to connect to the Internet on our Connect and Anytime range of products using a 0808 number.

5.1.2 "0845 local rate access component" means the component that allows you to connect to the Internet using an 0845 number.

5.2 Connect and Anytime Accounts

5.1 The fixed cost Internet dial access element of your Service is based on a contended Service. This policy contains guidelines on how long you can stay connected to the Service and outlines the actions Plusnet will take to ensure that your usage remains within the design of your Service.

5.2 Allowed Connection Time

5.2.1 The amount of time you can spend connected to the Service is measured over a 7-day period and is limited. The limit depends on which Service you have chosen, as follows:

* Provides an always-on connection on a single line. Using ISDN channel-bonding requires two simultaneous connections and will therefore double the rate at which time is used. For example, a user who connects with channel-bonded ISDN for an hour will use two hours of their allowance.

5.2.2 If you exceed the 7-day allowance for your chosen Service, the policing system will be invoked accordingly:

5.2.2.1 1st Infringement - to the address provided by you and/or the email address we have provided to you as part of the service if you have chosen one from us. Your usage will then be calculated from the date of this first infringement for the next 7 days' allowance.

5.2.2.2 2nd Infringement - A final advance notification email and advice to upgrade to a more appropriate Service. Your usage will then be calculated from the date of this second infringement for the next 7 days' allowance.

5.2.2.3 3rd Infringement - You will receive a notification email and your Connect unmetered dial-up access will be suspended until you choose to upgrade to the Service most suited to your continued usage. (Your email, webspace and other account features will not be affected and will remain available by using our 0845 local rate access numbers.)

If during any consecutive 30-day monitoring period you do not exceed your fair-use quota, the sequence of automated e-mails will return to zero.

5.3 Idling

5.3.1 "Idling" is prohibited on this Service and we will take actions to prevent idling in order to maintain quality of Service levels to all our Customers.

5.3.2 Your usage is considered as idling when you are connected to the Service without actively using the connection (for example to browse the web or send e-mail etc.)

5.4 Maximum Single Connection Durations

5.4.1 In order to maximise service availability for all Customers on our more popular Services, Plusnet operates maximum single connection durations. This works by using a timer which automatically disconnects you after a set time online expires. How often this happens depends on which Service you have chosen. The connection duration timer is automatically reset when you re-connect to the Internet, as follows:

5.4.2 This system does not affect how much time you can spend online; it simply determines when you will next be automatically disconnected. This system does not prevent reconnection to the Service. You should still continue to disconnect as normal once you have finished using the Service.

6. Broadband Acceptable Use Policy

6.1 General

6.1.1 The Broadband Internet access component of your account is based on a contended service. This policy contains guidelines on how you can use this Service. We manage our network using prioritisation techniques to ensure that during busy periods time sensitive applications such as VoIP, email, gaming and web browsing are given priority over bandwidth intensive, non-time-sensitive applications such as Peer-to-Peer (P2P) file sharing. Traffic shaping is used to a greater or lesser extent on all our Broadband Services. More information on contention and how we manage our network.

6.1.2 These guidelines are to give you a clear expectation as to what constitutes fair and reasonable account usage. You are bound by these guidelines we impose on you, as a user of the Service, in order that we can operate a reliable service for our customers.

6.1.3 If you do not abide by the limitations of this account, we will take action against you not limited to, but including, instant termination of your account without a refund.

6.1.4 Any decision made by us in relation to this Service shall be final.

6.2 Broadband Surf Services (ADSL Home Surf and ADSL Biz Surf)

6.2.1 Broadband Surf products prohibit the use of file sharing (peer-2-peer) applications or access to any USENET service other than the text feed offered by us. We will actively block such applications and any new applications or services of similar purpose.

6.2.2 In order to maximise service availability for all Customers on our more popular Services, Plusnet operates 'idle time-outs' on its ADSL Home Surf service. This works by automatically disconnecting sessions which have been inactive for more than thirty minutes. You will be able to reconnect straight away if you wish.

6.3 "Broadband Plus" Service Usage

6.3.1 Broadband Plus is an entry-level residential ADSL Internet access package, designed for fast web browsing, speedy email collection and to offer a general improvement over the technology available through standard dial-up Internet access.

6.3.2 Broadband Plus is not designed to sustain prolonged high-bandwidth, heavy-usage applications such as continuous Peer-to-Peer (P2P) file sharing, streaming video, binary downloads or other intensive uses.

6.3.3 Broadband Plus is designed to ensure that Customers using the package as intended receive the optimum experience. High-bandwidth use, as outlined above, is therefore not recommended. Where the Service has been deemed to have been used inappropriately or to the detriment of the overall Service, Plusnet reserves the right to take action against the account in question.

6.3.4 In order to maximise service availability for all Customers on our more popular Services, Plusnet operates 'idle time-outs'. This works by automatically disconnecting sessions which have been inactive for more than thirty minutes. You will be able to reconnect straight away if you wish.

6.3.5 In the event of abnormal loads additional rate limits to those on our expected speeds page may be required.

7. Web Space Acceptable Use Policy

7.1 Definitions

7.1.1 "metered Services" means all Services where the Customer pays for the amount they use. The Customer's usage is monitored and they are charged accordingly.

7.1.2 "subscription Services" - means all Services for which the Customer pays a subscription fee.

7.2 Use of Web Space

7.2.1 We prohibit commercial use of Web space provided on home Services.

7.2.2 You are allowed the amount of Web space and bandwidth per day for page views and downloads from your web space, as described here.

7.2.3 If you have chosen a Plusnet email address during signup, you must accept email to this address (postmaster@<username>.plus.com).

7.2.4 Technical support is only available for uploading, downloading and viewing pages. No support will be given for HTML authoring or page design.

7.2.5 For metered Services, only the CGI scripts provided by us can be used on your web space. Additionally the index page of your web space must contain the text 'hosted by Plusnet' on it, where 'Plusnet' is hyperlinked to http://www.plus.com.

7.2.6 For subscription Services, we provide you with access to a CGI server in addition to your web space. You may run your own custom CGI scripts on this dedicated CGI server, however the set up, administration and functionality of your scripts remain entirely your responsibility and we cannot be held liable for, nor can be expected to provide support for these scripts.

7.2.6.1 The CGI server is provided as an added value extra to your account and no direct technical support is made available for this service. All data published to your external CGI server is subject to the same Terms and Conditions and Acceptable Use Policies as your standard web space.

7.2.7 Any scripts provided by us are provided "as is", and as such will not be maintained by us. No guarantee is given as to the functionality of the scripts, nor their fitness for any particular purpose.

7.2.8 You will be responsible for retaining copies of your own data. We will not keep backups of your web space. We accept no responsibility for loss of data, information in any form or other matters whatsoever which result from the use of this Service.

7.2.9 You will be responsible for the content of your pages, including obtaining the legal permission for any works they include and ensuring that the contents of these pages do not violate UK law. The trading of illegal Software or pornographic material is specifically forbidden.

7.2.10 You may not post any adult material, material liable to offend, defamatory, confidential, secret or other proprietary material using your Web pages. You will be held responsible for and accept responsibility for any material of this nature available on your web pages. We accept no responsibility for material of this nature available on your web pages.

7.2.11 We shall not be held liable for any loss howsoever caused by data on your web space.

7.2.12 We reserve the right to suspend any or all of the web space Service, or remove any material from the web space Service at their sole discretion, without warning or notice.

7.2.13 We reserve the right to restrict the Service of or remove content from any web space that we deem as being detrimental to the Services as a result of the amount of traffic generated over and above the allocation to each Service.

7.2.14 We reserve the right to vary the terms of use and acceptable use policy for this Service at our sole discretion with 30 days prior notice. See clause 24 for a further explanation.

7.2.15 Any decision made by us in relation to this Service shall be final.

7.2.16 By uploading to your web space, you will be deemed to have understood, agreed to and accepted the Terms and Conditions of use of the web space Service.

8. Email Acceptable Use Policy

8.1 Use of Email

8.1.1 If you haven chosen a Plusnet email address during signup, you must accept and regularly read email to this address (postmaster@<username>.plus.com)

8.1.2 We accept no responsibility for loss of data, information in any form or other matters whatsoever which result from the use of this Service.

8.1.3 If you exceed a total of 1GB (Gigabytes) of email on our servers for more than a 30 day period it will be removed without notice to you.

8.1.4 You may not send any adult material, material liable to offend, defamatory, confidential, secret or other proprietary material using the email service. You will be held responsible for and accept responsibility for any material of this nature available via your email. We accept no responsibility for material of this nature available via your email.

8.1.5 We shall not be held liable for any loss of material however occasioned.

8.1.6 Access to your Plusnet email will not be possible if your account is, for any reason, suspended.

8.1.7 You may not use your email to post unsolicited messages to groups of people, nor may you operate an Open Relay.

8.1.8 If so requested by us or a recipient of your email, you must desist from posting messages to said recipient on request.

8.1.9 Any decision made by us in relation to this Service shall be final.

9. Broadband Phone Acceptable Use Policy

The service is designed to offer all our customers a fixed price alternative telephone service, enabling customers to benefit from our low cost networking operating model. This allows residential customers to use the service within normal residential usage patterns using residential products or small business usage on business products. If we deem your usage during any single month not to be within normal residential or small business use, we reserve the right to suspend, restrict, change or cancel your Broadband Phone service at our discretion.

The Broadband Phone Acceptable use policy ("AUP") specifies the following limitations:

1. Telemarketing
The service can not be used for telemarketing, which includes but is not limited to use of the Service to market goods or services to prospective or existing customers and/or for receiving orders and inquiries from other marketing, advertising and promotional activities.

2. Non-private use
The right to use the Service is personal to you or if you are a Business your employees. You must advise us if you suspect that someone else is using your account or is able to access your account.

3. Extensive call forwarding
The Service cannot be used for excessive call forwarding either to or from another phone number.

4. Re-supplying or re-selling
When we provide you with the Service and any associated Software, it is for your use only. Therefore, you must not re-sell, transfer, assign or sub-license the whole or any part of the Service or the associated Software to anyone else.

5. Fax broadcasting
The Service cannot be used for fax broadcasting, fax blasting or bulk faxing to send fax messages to multiple recipients at one time.

6. Concurrent calls
The Service can not be used to make more than one simultaneous call for residential packages, 3 simultaneous calls for the Business product and 5 simultaneous calls for the Business Extra product.

7. Auto-dialling
The Service cannot be used for auto-dialling or predictive dialling, or the systematic dialling of telephone numbers for telemarketing or any other purpose.

8. Spam over Internet telephony
The Service cannot be used in any way to generate, distribute or otherwise for SPIT (spam over Internet telephony) or VAM (Voice / VoIP spam).

9. Unlawful use
You will not use the Service, and will take all reasonable precautions to ensure that no one (including you) uses the Service in an unlawful manner, in contravention of any legislation, laws, licence or third party rights or in contravention of our Acceptable Use Policies located here. We reserve the right to make an administrative charge as a result of abuse of any Acceptable Use Policies.

10. Application of the Service
You are required to sign-up to an appropriate product type depending on your required utilisation. Home products are provided for Consumers. If you wish to use the product commercially then you must sign-up to a Business product or Teleworker product where appropriate. For guidance, we consider commercial use to be at a level above that which is running a part time Business or supporting any kind of hobby. Business products must be used if the product is to be used from any official Business Premises while Teleworkers are considered to be commercial use of a residential connection.

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