| Information | Response |
| Contact details | You can call us or raise a ticket via the information available here: https://www.ask4.com/customer-support/it-solutions-support |
| Description of the services offered, including the main characteristics of each service provided | We offer a range of resold voice and Internet services to give your teams the tools they need to work securely and effectively, while future-proofing your organization and enhancing productivity. A full description of our services will be provided in your bespoke proposal and order form. |
| Tariffs | We tailor our services to your needs and provide bespoke pricing based on those needs. |
| Maintenance and customer assistance services offered | We provide comprehensive service levels in respect of response times for our core IT support services. We do not offer any specific Service Level Agreements for resold fixed voice or broadband services as we are dependent on the underlying communications service provider. Further information on likely service quality can be provided on a request and Service Level Agreements may be offered on bespoke basis if business critical systems are to be supported. |
| The standard contract conditions offered, including contract duration, any Early Termination Charges | Our terms and conditions are available here: https://www.ask4.com/legal/supply-terms-conditions We will charge a fee if your contract ends early. How much we charge depends on how long your contract has left to run. |
| Information on access to Emergency Organisations and Caller Location Information | If we provide a voice service, it may be used to connect to emergency services by dialling 999. The connection may not be to the emergency services centre closest to you and the service should not be relied on as the only means of calling emergency services. This is because the functionality of the service depends on the availability of power, the Internet connection, and other factors outside of our control. It is your responsibility to provide power to our equipment within your building. |
| Details of products and services, including any functions, practices, policies and procedures and alterations in the operation of the service, specifically designed for End Users with disabilities, in accordance with European Union law harmonising accessibility requirements for products and services | We will always try to make reasonable adjustments to best support your team members with disabilities. |
| Applicable dispute resolution mechanisms | Complaints will be handled in accordance with the dispute resolution processes as detailed in our standard terms and conditions of supply https://www.ask4.com/legal/general-terms-of-supply |
| Any compensation and/or refund policies, including specific details of any compensation and/or refund schemes offered | Compensation will be offered on a case-by-case base in accordance with our general terms of supply as we recognize that when things go wrong, the correct amount of compensation varies from issue to issue. |