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Last Updated: 19/02/2020
If you do not wish to be bound by these terms, then you may not use our Blended Learning Environment (BLE) or website.
The information on the Psittacus Systems Blended Learning Environment (BLE)/website is made available to you on condition that it is accessed via Psittacus Systems’s central server. Deep linking, or accessing this website other than through the central server and acknowledging Psittacus Systems as the source of any content on this site, shall be deemed to be a breach of these terms and of Psittacus Systems’s copyright in this website. Please read the Psittacus Systems copyright notice.
When you have completed registration on the Blended Learning Environment (BLE)/website you will be given a unique user account which is personal to you and which enables us to ensure that services provided to you are appropriate and further to develop services which may be of interest to you. By accepting a user account, you agree not to permit others to use it to access the Blended Learning Environment (BLE)/website or to make it available to other people. Psittacus Systems reserves the right to refuse access to the Blended Learning Environment (BLE)/website if it considers that a user account is being used inappropriately and other than in accordance with these terms.
The information published on thPsittacus Systems Blended Learning Environment (BLE)/website is provided for the convenience of its visitors and you are advised that, although care has been taken to ensure technical and factual accuracy, some errors may occur. No guarantee is given of the accuracy or completeness of information on these pages.
Please be aware that Psittacus Systems may alter the information on its Blended Learning Environment (BLE)/website from time to time, including these terms, copyright notice and privacy notice. It is your responsibility to check these terms and to remain in compliance with them from time to time.
4. Acceptable Use
You may use our Blended Learning Environment (BLE) or website only for lawful purposes. You may not use our site:
- In any way that breaches any applicable local, national or international law or regulation.
- In any way that is unlawful or fraudulent or has any unlawful or fraudulent purpose or effect.
- For the purpose of harming or attempting to harm minors in any way.
- To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam).
- To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.
You also agree:
- Not to reproduce, duplicate, copy or re-sell any part of our site in contravention of the provisions of our terms of website use.
Not to access without authority, interfere with, damage or disrupt:
- any part of our Blended Learning Environment (BLE) or website;
- any equipment or network on which our Blended Learning Environment (BLE) and website is stored;
- any software used in the provision of our Blended Learning Environment (BLE)or website; or
- any equipment or network or software owned or used by any third party.
We may from time to time provide interactive services on our site, including, without limitation:
- Chat rooms
- Live Chat
- Community Forum
- Support Ticketing System
- Bulletin boards
Where we do provide any interactive service, we will provide clear information to you about the kind of service offered if it is moderated and what form of moderation is used (including whether it is human or technical).
We will do our best to assess any possible risks for users (and in particular, for children) from third parties when they use any interactive service provided on our site, and we will decide in each case whether it is appropriate to use moderation of the relevant service (including what kind of moderation to use) in the light of those risks. However, we are under no obligation to oversee, monitor or moderate any interactive service we provide on our site, and we expressly exclude our liability for any loss or damage arising from the use of any interactive service by a user in contravention of our content standards, whether the service is moderated or not.
The use of any of our interactive services by a minor is subject to the consent of their parent or guardian. We advise parents who permit their children to use an interactive service that it is important that they communicate with their children about their safety online, as moderation is not fool proof. Minors who are using any interactive service should be made aware of the potential risks to them.
Where we do moderate an interactive service, we will normally provide you with a means of contacting the moderator, should a concern or difficulty arise.
These content standards apply to any and all material which you contribute to our site (“contributions”), and to any interactive services associated with it. You must comply with the spirit and the letter of the following standards. The standards apply to each part of any contribution as well as to its whole.
- Be accurate (where they state facts).
- Be genuinely held (where they state opinions).
- Comply with applicable law in the UK and in any country from which they are posted.
Contributions must not:
- Contain any material which is defamatory of any person.
- Contain any material which is obscene, offensive, hateful or inflammatory.
- Promote sexually explicit material.
- Promote violence.
- Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.
- Infringe any copyright, database right or trade mark of any other person.
- Be likely to deceive any person.
- Be made in breach of any legal duty owed to a third party, such as a contractual duty or a duty of confidence.
- Promote any illegal activity.
- Be threatening, abuse or invade another’s privacy, or cause annoyance, inconvenience or needless anxiety.
- Be likely to harass, upset, embarrass, alarm or annoy any other person.
- Be used to impersonate any person, or to misrepresent your identity or affiliation with any person.
- Give the impression that they emanate from us, if this is not the case.
- Advocate, promote or assist any unlawful act such as (by way of example only) copyright infringement or computer misuse. >li>Discuss any questions and answers related to the online eLearning, eBook, Video CPD training, qualifications, Distance learning or any other training type availbale on the Psittacus Blended Learning Environment.
Suspension & Termination
We will determine, at our discretion, whether there has been a breach of this acceptable use policy through your use of our Blended Learning Environment (BLE)/website. When a breach of this policy has occurred, we may take such action as we deem appropriate.
- Immediate, temporary or permanent withdrawal of your right to use our Blended Learning Environment (BLE) or website.
- Immediate, temporary or permanent removal of any posting or material uploaded by you to our Blended Learning Environment (BLE)or website.
- Issue of a warning to you.
- Legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach.
- Further legal action against you.
- Disclosure of such information to law enforcement authorities as we reasonably feel is necessary.
We exclude liability for actions taken in response to breaches of this acceptable use policy. The responses described in this policy are not limited, and we may take any other action we reasonably deem appropriate.
5. Limitation of Liability
Psittacus Systems shall have no liability arising from the use by any party of or reliance on the information on the Blended Learning Environment (BLE)/website and so far as permitted by law excludes all liability for damages howsoever caused including without limitation any damage which is or represents loss of goodwill revenue or profit or failure to achieve any benefit expected from use of this website, loss of use of any asset, loss of data recorded on any computer or other machine, liability of any user of this website to any third party, any loss which is otherwise indirect, commercial, economic, special or consequential arising out of or in connection with the use by any party of any information provided on these pages.
Psittacus Systems uses reasonable endeavours to prevent contamination by known viruses and to maintain the security of the website but Psittacus Systems does not warrant the information on this website in any way and in particular no warranty is given that the website or its contents or hypertext links are accurate, complete, virus free or uncontaminated, nor can we guarantee that the website may not be affected by deliberate damage by hackers, failure of plant, machinery, equipment or computers, power failure, failure of telecommunications lines or any criminal action. All liability for such damage is hereby expressly excluded.
You are advised to make your own virus checks and to implement your own precautions in this respect. Psittacus Systems excludes all liability for contamination or damage caused by any virus or electronic transmission.
The incorporation of any links to other sites is for your convenience and reference only and does not imply that we approve or endorse the contents of that site or the material available from it and Psittacus Systems does not control and is not responsible for the content of any such sites in terms of their accuracy, suitability, legality or otherwise.
8. Operation of Website
Although reasonable endeavours are used to maintain the Blended Learning Environment (BLE) and website, Psittacus Systems will not be liable for any losses caused by failure or stoppage of the Blended Learning Environment (BLE)/website for any reason, including without limitation virus contamination, or deliberate damage by hackers, failure of hardware, software or systems, power failure, failure of telecommunications lines or any criminal action.
9. Law & Jurisdiction
Your use of the Blended Learning Environment (BLE) and website is governed by the laws of England. You hereby consent to the exclusive jurisdiction of the English courts in all disputes arising out of or relating to the use of the Blended Learning Environment (BLE) and Psittacus website.
10. Copyright & Reproduction
The contents of these pages are © Psittacus Systems Ltd 2018 or are the copyright of Psittacus Systems licensors.
You may copy individual sections of any document on the Blended Learning Environment (BLE) oir website either electronically or on hard copy provided that:
- The integrity of the material is maintained, we are acknowledged as its source and Psittacus Systems’ website URL is given;
- If the material is transferred to hard copy, such transfer is limited to one copies.
Other than as permitted by this notice, reproduction is only permitted on the following conditions:
- such reproduction is by way of download to a temporary file into your normal temporary internet files directory/folder (or equivalent) for your personal use and not deliberately saved to any other part of any hard drive and/or transferred to any other party;
- if it is for provision to a third party (including other people within your organisation), such reproduction is not for commercial purposes and the third party is made aware that these conditions apply to it and its use of the material.
CEAT™ is Copyright of Psittacus Systems Ltd
This website and its content is copyright of Psittacus Systems Ltd – © Psittacus Systems Ltd 2018. All rights reserved.
Any redistribution or reproduction of part or all of the contents in any form is prohibited other than the following:
- You may print or download to a local hard disk extracts for your personal and non-commercial use only
- You may copy the content to individual third parties for their personal use, but only if you acknowledge the website as the source of the material
- You may not, except with our express written permission, distribute or commercially exploit the content. Nor may you transmit it or store it in any other website or other form of electronic retrieval system.
Psittacus Systems CEAT™ Software is registered with the Intellectual Property Office Patent Number: GB1701524.9
This policy was last updated on 17th February 2020.
Data Controller means the organisation which determines the purpose and manner in which personal data is processed.
Data Processor means any organisation which processes personal data on behalf of a Data Controller.
EEA means the “European Economic Area” which is the countries of the Economic Union (EU) plus a few other countries which make up the European single-market.
GDPR means the “General Data Protection Regulation” which comes into effect on 25 May 2018.
How We Use Your Information
This privacy notice tells you what to expect when Psittacus Systems Ltd (“Psittacus Systems”) collects personal information from individuals and how we use or process it. It applies to the following instances where we collect about information about individuals who are:
- Visiting our Blended Learning Environment (BLE) or websites
- Requiring technical support or advice using our services
- Signing-up to use our “Keychain” or “CPD” services
- Making a complaint
This privacy notice excludes instances where you are using the service that is known as the Psittacus Systems “Blended Learning Environment”. In this scenario you may be studying with, learning with, or employed by a third-party (e.g. college, employer, training provider, awarding organisation) who will have a commercial licensing agreement with Psittacus Systems Ltd. In this scenario, the third party will be the Data Processor and we will be the Data Controller. You will be processing personal information on behalf of the third-party and under their written instructions. If you would like to know how the personal information is managed, please refer to the Psittacus Systems Data Retention and Data Processing Policies.
Psittacus Systems may use third-parties to store and process some of the information we collect about you. You can learn about when we use these third-parties when you read the rest of the notice, but for ease of reference the most important are listed here.
We use this third-party to provide online support to all users of the Psittacus Blended Learning Environment (BLE).
MailChimp, Mandrill & Sendinblue
We use these third-parties to communicate with our system users via email to inform them of any of User Login Credentials, Password Resets, Course Assignment, Renewals, System Updates, System Downtime, New Offers and the Development of New Products.
Visiting our websites
Psittacus Systems Ltd operates from a number of different websites that are connected together using hyperlinks. The websites we operate from are:
Depending on which website you are visiting and what you are doing during your visit, there will be differences in the way in which we process your personal information. You can check which website you are on by looking inside the address bar which is usually at the top of your internet browser software.
When someone visits psittacus.systems we used one third-party service, Google Analytics, to collect and analyse standard internet log information (including your IP address) of the web pages that people visit. We do this to find out the number of visitors and the number of times each page has been accessed. Other than your IP address, this information is processed anonymously.
Whilst viewing pages, there are other activities that you may optionally engage with and the way in which we use your details is described below:
- Downloading documents
- Making an enquiry through the “Contact Us” pages
- Booking a demonstration
- Requesting standard information
- Requesting help or advice using our services
- Subscribing to the newsletter
There are some hyperlinks on our Blended Learning Environment (BLE) and websites that will take visitors to another website we manage at psittacus-ble.co.uk. Typically, you will be taken here if you are trying to download a document that we make available — such as a downloadable PDF version of a web page.
In consideration of you downloading such a document, you will be asked to provide your personal details (which you will supply in the form of name, email, job title, company name and phone number) for the purposes of us tracking which pages you have visited and us being able to contact you, at our own discretion.
We also use automatic processing to determine whether we think you may be a prospective customer and if this is positive then your details will be automatically emailed to our sales team.
The basis for us collecting and storing this information is so we can create a more personalised sales experience for you.
Cookies will be used to remember what details you have provided and may re-appear as and when required on other forms.
Making an enquiry through the “Contact Us” page
You will be asked to provide your name, company name, email address, telephone number and information about your enquiry. When you submit the form, this information, along with your IP address is emailed to our sales team.
Booking a one-to-one sales demo
You will be asked to provide your name, email, telephone and information about your enquiry. IP is used along with form data and details are emailed to the sales team.
Requesting help or advice using our services
Please see the section “Requiring technical support or advice using our services”
Subscribing to newsletter
Your email address will be stored as a cookie on your browser and will be used to automatically populate other forms that appear on our website.
Your email address will be collected and stored in our third-party websites called MailChimp, Mandrill & Sendinblue.
Requiring technical support or advice using our services
If you request help or support from us directly by email or telephone, we will collect your name and contact details, the organisation (e.g. college, training provider, employer, etc.) you are using the service with, your role within that organisation (e.g. manager, tutor, learner, etc.). The details we collect will be logged in our helpdesk software Zendesk.
We do from time to time, compile reports on technical support enquiries but we do not include your personal details in any of these.
Making a complaint
When we receive a complaint from a person we make up a file containing the details of the complaint. This normally contains the identity of the complainant and any other individuals involved in the complaint.
We will only use the personal information we collect to process the complaint and to check on the level of service we provide. We do compile and publish statistics showing information like the number of complaints we receive, but not in a form which identifies anyone.
We usually have to disclose the complainant’s identity to whoever the complaint is about. This is inevitable where, for example, the accuracy of a person’s record is in dispute. If a complainant doesn’t want information identifying him or her to be disclosed, we will try to respect that. However, it may not be possible to handle a complaint on an anonymous basis.
We will keep personal information contained in complaint files in line with our retention policy. This means that information relating to a complaint will be retained for two years from closure. It will be retained in a secure environment and access to it will be restricted according to the ‘need to know’ principle.
Similarly, where enquiries are submitted to us we will only use the information supplied to us to deal with the enquiry and any subsequent issues and to check on the level of service we provide.
Under the Data Protection Act 2018, you have rights as an individual which you can exercise in relation to the information we hold about you. You can read more about these rights here:
From the 25 May 2018, the General Data Protection Regulations will be enforced and you can read more about your individual rights here:
Complaints or Queries
Psittacus Systems aims to meet the highest standards when processing personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate. We would also welcome any suggestions for improving our procedures.
This privacy notice was drafted with brevity and clarity in mind. It does not provide exhaustive detail of all aspects of Psittacus System’s collection and use of personal information. However, we are happy to provide any additional information or explanation needed. Any requests for this should be sent to the address below.
Access to Personal Information
Psittacus Systems aims to be as open as it can be in terms of giving people access to their personal information. Individuals can find out if we hold any personal information by making a ‘subject access request’ under the Data Protection Act 2018 and GDPR. If we do hold information about you we will:
- give you a description of it;
- tell you why we are holding it;
- tell you who it could be disclosed to; and
- let you have a copy of the information in an intelligible form.
To make a request to Psittacus Systems for any personal information we may hold you need to put the request in writing to the address provided at the bottom of this page – see “How to contact us“.
Links to Other Websites
This privacy notice does not cover the links within this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.
Changes to this Privacy Notice
We keep our privacy notice under regular review. This privacy notice was last updated on 17 February 20120.
How to Contact Us
If you want to request information about our privacy notice you can email us at [email protected] or write to:
Data Protection Officer
Psittacus Systems Ltd,
The Manor House, Rothwell. Northamptonshire. NN14 6BQF.
If you are a new customer, after reviewing the packages available to you either:
- Complete the appropriate form on the website page www.learningmanagement.systems/reseller
- Call us on 01536 684 250 if you are in the UK or +44 (0) 1536 684 250 if you are outside the UK and ask to speak with the Sales Team.
- Email us directly at [email protected] quoting ‘New Sales Enquiry’
If you are an existing customer and would like to purchase additional user subscriptions for use with your contract, please either:
- Call us on 01536 684 250 if you are in the UK or +44 (0) 1536 684 250 if you are outside the UK and ask to speak with your Account Manager.
- Email us directly at [email protected] quoting ‘Existing Client Enquiry’
In either case you will be required to provide the following information:
- Your full name
- Company name
- The number of additional user subscriptions you would like to purchase
- Your purchase order information
and if applicable:
- A copy of a quotation if you have received one
- The names of the users you would like the user subscriptions/ credits/ licences applying to
- The details of the additional person that needs contacting after the user subscriptions have been applied
1.1. Price List & Changes: Except as otherwise expressly agreed by Psittacus Systems in writing, the price of each Course or User Licence shall be the price listed in Psittacus Systems’s published price list current at the date of purchase (subject to any volume discounts set out in the price list). Save as otherwise expressly stated by Psittacus Systems, the listed price excludes VAT where applicable. The price of each Course or User Licence is subject to change at any time at Psittacus Systems’s sole discretion prior to the date of purchase. You must check the Website or other published price list for the current prices before ordering any Courses or User Licence.
1.2. Quotations: Quotations for Tailored Courses are given on the basis of reasonable assumptions about costs. Notwithstanding any quotation, Psittacus Systems may increase the invoiced price of Tailored Courses in proportion to the difference between assumed costs and the actual costs (whether direct or indirect) incurred by Psittacus Systems in the development, production or supply of the Tailored Courses up to the date on which they are presented or delivered. All quotations for the supply of Tailored Courses shall be valid for thirty (30) days from the date of the quotation by Psittacus Systems. Psittacus Systems reserves the right to alter prices after this date without giving prior notification.
1.3. Expenses: The following expenses (if incurred) shall be charged to you as separate items, unless otherwise indicated in our quotation or agreement:
(a) production of Course Materials;
(b) cost of carriage of goods to support Tailored Courses and all Tailored Course Materials;
(c) any additional costs such as the hiring of equipment, the venue, or the cost of any extra consultancy and/or training time;
(d) any other additional costs (e.g. consultant travel costs, accommodation etc.);
(e) any additional material written for you in connection with your use of the Website;
(f) any additional programming or tailoring of any website, branding, the creation of chat room facilities, forums, or other special features;
(g) costs of administering website users;
(h) annual website and other maintenance and update charges.
1.4. Taxes: All prices shall be subject to the addition of Value Added Tax (where applicable) or any other tax payable.
2.1 Time of Payment: Payment for all services shall be made upon purchase unless otherwise agreed. All requests for Credit must be put in writing to the contact details set out in these terms. Any invoices will be emailed to the registered email ONLY (unless otherwise requested)
2.2 Credit Control: Failure to make payment in accordance with these terms may incur extra charges and a late payment fee of £25 will be added to each overdue invoice. Notification of all fees will be communicated via email beforehand. Any non-payment issues will be passed on to our Solicitors, The Thomas Higgins Partnership, following the Late Payment of Commercial Debts (Interest) Act 1998, Psittacus Systems will claim interest and compensation on any overdue or late paid invoices as well as the outstanding debt.
2.3 Method of Payment: Payment for all Courses shall be made in pounds sterling (or such other currency as agreed between You and Psittacus Systems) by credit or debit card or such other method as may be specified by Psittacus Systems.
2.4 Security: For payment with Credit Card, Psittacus Systems uses all reasonable efforts to safeguard the confidentiality of your credit or debit card details such as encryption technology and firewalls. However, “perfect” security does not exist on the Internet. Your credit card number and contact information will be provided to Stripe Payment Services or the relevant credit card company from time to time (“the Credit Card Company”). The Credit Card Company has its own privacy and data collection practices and Psittacus Systems has no responsibility or liability for these independent practices. This does not apply for Corporate Purchases being invoiced.
3. Acceptance & Cancellation of Orders for Retail/Internet Purchases Only
3.1 Offer and Acceptance: Neither the Website nor the Psittacus Systems price lists constitute legally binding offers: Psittacus Systems is under no obligation to accept your order for an On-Line Course or any other Course. Acceptance of your order shall take place only when Psittacus Systems dispatches its acceptance of your order to you.
3.2 Cancellation Right: You have the right to cancel any Distance Contract made between us, which includes contracts made exclusively by means of the Internet, e-mail, fax, telephone or other means of distance communication. In accordance with Consumer Rights, notice of cancellation must be received by us during the Cancellation Period, which is the period ending on the expiry of FOURTEEN WORKING DAYS beginning with the day after the day on which the contract was concluded. In the event that a contract is cancelled pursuant to the Regulations, you will be responsible for returning any unused Course Materials to us in accordance with our Returns Procedure set out in these Terms.
3.3 Limit on Cancellation Right: Except as otherwise agreed between you and Psittacus Systems, you will not be able to cancel the contract once Delivery of the services has begun or Course materials have been unsealled or opened, this includes online training courses.
4. Billing (Resellers ONLY)
4.1 All licenced resellers must have an active Direct Debit in place throughout the duration of the contract. Failure to have this in place will result in the account being disabled.
4.2 For yearly subscription customers, an invoice will be raised 12 weeks prior to the anniversary of the contract renewal. Payment must be received before the due date. If the account becomes overdue, the user account access will be automatically disabled until the balance is paid in full.
4.3 A £25 late payment fee will charged when any Direct Debit fails to be collected on the due date in accordance with these terms
5. Cancellation Procedure
5.1 Notice of Cancellation: Notice of cancellation of any Course must be given in accordance with point 3.2 above and any Courses must remain unused/unopened.
5.2 Nature of Cancellation Fees: You agree that the above cancellation fees constitute a genuine pre-estimate of the expenses likely to be incurred by us as a result of your cancellation.
5.3 For Online Learning and Blended Learning Subscription Contracts: Psittacus Systems require written notification 12 weeks prior to the renewal date for yearly subscription contracts and eight weeks notification prior to any other length of contract if you do not wish to renew your subscription contract, otherwise the contract will automatically roll over and may include an increase on sale price on a continuous basis. For contracts and access periods of less than an eight week period, the notification period is four weeks.
6. Returns Procedure
6.1 Returns Procedure: Where Psittacus Systems has sent out course specific material, we will accept Course Materials for return only if:
(a) You cancelled the relevant Distance Contract within the Cancellation Period as defined in point 3.2 above or;
(b) The Course Materials were not compliant with our obligations under these Terms, and;
(c) You follow the returns procedure set out below.
6.2 Condition of returned Course Materials: Psittacus Systems will accept returned Course Materials only if they are:
(a) Accompanied by a valid proof of purchase and
(b) Complete and in an unused/unopened and re-saleable condition. In particular, Psittacus Systems reserves the right not to make any refund to you in respect of sealed Course Materials where such seal has been broken,for example sealed CD Rom products (the term 'sealed Course Materials' also refers to online training Courses).
We are committed to protecting all our information against any loss of confidentiality, integrity and availability that could impact on our finances, operations, legal or contractual obligations or on our reputation. As part of this commitment, we will implement, maintain and continually improve an ISO 27001 compliant information management system.
It is our policy to:-
- To protect all our information assets against loss of confidentiality, integrity or availability.
- Mitigate the risks associated with the theft, loss, misuse, damage or abuse of these assets.
- Ensure that information users are aware of and comply with all current and relevant information security regulations and legislation.
- Provide a safe and secure information system working environment for staff and any other authorised users.
- Make certain that all authorised users understand and comply with this policy and supporting policies and procedures
- Protect the organisation from liability or damage through the misuse of its information.
- Ensure that all users understand their own responsibilities for protecting the confidentiality and integrity of the information they handle.
We will assess and regularly review all information security risks through our risk assessment process and we will define the necessary controls to mitigate these risks.
We will define information security objectives and improvement actions that are related to this policy and to our information security risks. We will regularly evaluate progress against these objectives through our ‘Management Review’ process.
We will monitor access to and use of our information in order to establish the effectiveness of our information management system and to identify potential improvements.
Any staff or other authorised user that suspects there has been or is likely to be a breach of information security has a duty to immediately inform a member of management. In the event of a suspected or actual security breach, we may disable or remove any users, data or anything else necessary to secure our information systems.
This policy applies to all individual users, employees, visitors, contractors, licenced resellers, licenced partners and any other parties accessing our information. This policy relates to the use of all our information assets, to all privately-owned systems when connected directly or indirectly to our information systems and to all owned and/or licenced software/data.
Any failure to comply with this policy may lead to disciplinary action, including dismissal, or prosecution. In the case of an individual user, licenced reseller, licenced partner or contractor failing to comply with this policy, their contract may be cancelled and the individual user, licenced reseller, licenced partner or contractor reported to the relevant authorities, including the police.
This policy is version 2 and was last updated on 17 February 2020
This policy describes the standard support services that are provided to all customers using the Psittacus Systems software and services.
It does not apply to:
- Customers with enhanced support packages
- Customers and users of the CPD software
In this policy:
“Agreement” means this document for individual users or the Psittacus Software Licence Agreement for licenced resellers that have been aggree to by Psittacus Systems Ltd and the relavant customer;
“Authorised Users” means the persons who have authorised to use the software as defined in the either agreement above;
“Business Day” means a day other than a Saturday, Sunday or public holiday in England when banks in London are open for business;
“Normal Business Hours” means 9.00 am to 5.00 pm local UK time, each business day.
- Telephone support will be provided during normal business hours as specified in this agreement or the Psittacus Software Licence Agreement, dependant on customer type and level of support package
- During busy periods, a message will be taken if a support advisor is unable to take the call and the call will be returned within 12 Normal Business Hours
- All telephone calls will be logged in our helpdesk software and issued with a unique ticket reference
- All calls will be recorded for training and quality purposes.
- Email support will be provided during normal business hours to all authorised users
- All support enquiries will be responded to within 12 normal business hours
- All email enquiries will be logged in our helpdesk software and issued with a unique ticket reference
- Live Chat support will be provided during normal business hours to all subscribers to the 'BLE Plus' additoinal support feature
- All Live Chat support enquiries will be responded to within 1 normal business hour. This time may be resonably extended during busy periods
- All Live Chat support enquiries will be logged and issued with a unique ticket reference
- Qualifications provided by any Awarding Body will be inputted by Psittacus Systems Ltd and a timescale will be provided for completion within 12 normal business hourss
- Support Tickets raised through the BLE, in the first instance, are the responsibility of the specific portal owner/reseller and are to be responded to within a resonable time frame. Failure to do this will result in a notifiaction from Psittacus Systems requesting that tickets are reponded to or potential fees may be incurred for Psittacus Systems to repsond to these clients on your behalf
- Portal Owners/resellers receiveing technical queries through the BLE Support Ticket system are advised to raise the enquiry through their own Support Ticketing system to be repsonded to by Psittacus Systems
- All BLE Support Ticket enquiries raised by individual users purchasing directly from Psittacus Systems or related trading brands will be responded to within 12 normal business hours
- All BLE Support Ticket enquiries will be logged in our helpdesk software and issued with a unique ticket reference
- Access to user guides and help pages and system demonstration videos directly from the system
- Statistics for browser support are based on information collected from Google Analytics on the login pages used by all our products.
- The list of supported browsers is reviewed on a calendar-monthly basis.
- Older browsers which we still need to support (notably Internet Explorer) should employ graceful degradation to ensure the user is still able to carry out the functional requirements or acceptance criteria.
- Only the latest stable version of browsers which adopt a rapid release cycle will be supported. This is due to the nature of rapid-release, meaning browser support could change on a weekly basis. When a new version of a browser is released, we will endeavour to ensure that our software is operable as soon as reasonably possible. From time to time, browser updates may reduce functionality of live sites.
- From January 12th 2016 only the latest version of Internet Explorer (currently IE11) will be supported, in line with Microsoft’s support.
- When a browser falls below 2% user base coverage, it will no longer be supported.
This backup policy describes the conditions and archiving procedures in which Psittacus Systems Ltd (“we”) backup and archive the data that you upload and store in our online software applications (“Customer Data”).
This policy is only applicable to customers with an active contract supported by a written agreement (the “Agreement”).
Item Definition “Backup” Means any copy of the Customer Data that is taken on a regular basis and stored in a secure location and is further defined in section 5; “Backup Retention Period” Means the amount of time in days that we hold Backups for in the event of DR; “DR” Means disaster recovery and is the approach taken to recover services in the event of an Incident; “Incident” Means an event that affects either the availability, confidentiality or integrity of the Customer Data; “RPO” Means the recovery point objective as defined in section 4 which is the targeted maximum age of Customer Data that may be unrecoverable following an incident; “RTO” Means the recovery time objective as defined in section 4 which is the targeted maximum duration of time for the Services to be fully restored following any incident; “Services” Shall have its meaning as defined in the Agreement
- Backup Objectives
4.1 The RPO is 30 minutes.
4.2 The RTO is 30 minutes.
4.3 The Backup Retention Period is 90 days.
- Policy Principles
5.1 Backups are used by Psittacus Systems for recovering data in the event of an Incident.
5.2 Backups are stored in UK data centres certified to ISO27001 standard and will never be moved outside the UK or a location that does not meet this standard, unless otherwise explicitly stated in your agreement.
5.3 Backups consist of:
5.3.1 Database Backups which are taken throughout the day at intervals no less than the RPO and copied to a DR data centre located within the UK
5.3.2 File backup copies which are taken throughout the day, and stored at a DR data centre
5.4 Backups from the previous day are tested each day to ensure they are valid.
5.5 Only named employees of Psittacus Systems Ltd have access to Backups.
5.6 Files are stored in an encrypted form when saved to the storage system.
5.7 The DR site data centre is maintained with equivalent capabilities as the production data centre to ensure the continuation of service performance in the event of a serious incident.
This policy is version 3 and was last updated on 17 February 2020. Any amendments to this policy will be notified to customers with 30 days’ notice.
- To acknowledge the importance and value of all feedback.
- To ensure your complaints are handled and resolved as quickly as possible.
- To provide a clear route for you to raise concerns about Psittacus Systems Ltd.
- To set out clear guidance to staff to assist them in answering your enquiries.
- To clarify roles and responsibilities in handling complaints.
- To ensure that complaints are dealt with fairly, promptly and sensitively.
- To learn from mistakes and use feedback to continuously improve services.
- If an issue cannot be resolved at the point of contact you should email [email protected] stating your concern.
- The complaint will then be registered in a complaint-log and you will receive a complaint reference number. This will be delivered in the form of an auto-response email.
- Within 2 working days of the complaint being received an assigned investigator from Psittacus Systems will respond to you. An investigation will then ensue. During the investigation the investigator may contact you for more information. The investigator will contact you every 3 working days with an update or a course of action throughout the duration of the investigation.
- On acceptance of the suggested course of action the complaint is recorded as resolved, all complaints will be logged for review and future reflection. If the suggested course of action is not accepted by you there is the option to elevate your complaint to Stage 2.
- If a concern has not been resolved at Stage 1 you can write a letter stating your concern to the Managing Director at Psittacus Systems. You should include your full contact details, the reference number of the Stage 1 complaint, full details of the concern and reason for dissatisfaction through Stage 1 of the complaint handling procedure. This should be addressed to:Managing Director
Psittacus Systems Ltd,
The Manor House, Rothwell. Northamptonshire. NN14 6BQF.
- You will receive written acknowledgement within 5 working days of receipt of a Stage 2 complaint. This will include details of the assigned investigator.
- An investigation will then ensue. During the investigation the investigator may contact you for more information. The investigator will contact you every 3 working days with an update or a course of action throughout the duration of the investigation.
- On acceptance of the suggested course of action the complaint is recorded as resolved, all complaints will be logged for review and future reflection.
BLE Support Tickets
This policy defines the web browsers which we support for our online systems and services.
Browser Support Termination Policy
|Chrome (latest stable)
|Chrome (previous releases)
|Edge (latest stable)
|Edge (previous releases)
|Internet Explorer 6 or older
|Internet Explorer 7
|Internet Explorer 8
|Internet Explorer 9
|Internet Explorer 10
|Internet Explorer 11
|Safari (latest stable)
|Safari (previous releases)
|Firefox (latest stable)
|Firefox (previous releases)
(last updated February 2020)
This Fair Use policy sets out the terms between you and us under which you may access any of our websites under the psittacus-ble.co.uk domain name (“our site“). This fair use policy applies to all users of our site.
Your use of our site means that you accept, and agree to abide by, all the policies in this acceptable use policy, which supplement our terms of website use at psittacus.systems/terms-of-use
Our site operated by Psittacus Systems Ltd (“we” or “us“). We are registered in England and Wales under company number 09279038 and we have our registered office and main trading address at The Manor House, Rothwell. Northamptonshire. NN14 6BQF. Our VAT number is 208043932.
A small number of users are responsible for generating large volumes of traffic on our network, which can impact the service we offer to our other customers. Our fair use policy is designed to ensure that all of our customers receive a fast and reliable service.
The data volumes include both downloaded and uploaded data. A gigabyte is 1024 megabytes (MB). The majority of our customers will not be impacted by the fair use policy.
If in, Psittacus Systems Ltd’s reasonable opinion, you are abusing the service in any way, such as exceeding the fair use policy, we may ask you to moderate your behaviour – and in extreme cases, we may limit the usage of, or block your access to, data services, or we may disconnect you.
General aims of the complaints procedure
Stage 1 complaints
Stage 2 complaints