Terms of Service for Seamless Call Answering Services

 1) Our Services and Your Guarantee

TelePA provide out-sourced reception, administration and project management services. Our commitment to you is to provide prompt, friendly, efficient and accurate service.  If we, in your opinion, do not deliver on this commitment, we will refund your service fee within your first three months of working with us.  It is your interpretation that matters.

2) Hours of Operation

TelePA operate from 9.00am to 5.30pm Monday to Thursday, 9.00am to 5.00pm Friday.  TelePA offices are closed on U.K. bank holidays and from noon Christmas Eve up to and including New Years Day bank holiday.

3) Our Remuneration

All TelePA fees and charges are subject to VAT at the prevailing rates.  All accounts to be settled by Direct Debit.  Payment to be made in full within 14 days of receipt of invoice. Service fees are payable in advance, message and task charges in arrears.  A charge of £20 plus 5% of invoice total will be made if Direct Debits are returned unpaid.  An additional charge of 5% will be applied to any invoices outstanding 28 days after receipt.  TelePA reserves the right to seek to recover from the customer all costs and expenses (including legal costs) incurred in the collection of any overdue amount, especially when assigned to TelePA’s contracted debt collectors.

Any changes to fees or to these Terms and Conditions will be notified in writing, giving a minimum of 28 days notice.

4) Information Technology

TelePA use telecommunications and computer technology that allow TelePA to provide services on a “virtual”, outsourced basis.  While every effort is made to ensure our communication systems are reliable, TelePA can not be held liable for any loss of profit or indirect, special or consequential loss, damage, costs, expenses or other claims caused by the failure of our systems or by any utility (e.g. electricity or Internet supply) failure.

5) Diary management

These services may incur additional charges at the prevailing rate.  Diary management mailboxes are provided to Premium customers with an allowance of 1GB of storage.  Additional units of storage are charged at £2 per 500MB, per calendar month.  TelePA use Microsoft Exchange Server diary management services and reserve the right to charge a set up fee of £125.00.

6) Confidentiality and Data protection

Information which you have given us will not be used or disclosed outside of TelePA except in the normal course of introducing you to a third party making a routine business enquiry – unless we are obliged to make such disclosure for regulatory or legal reasons.  TelePA is registered with the Information Commissioner’s Office, reference: Z650157X.  You have the right to see personal information about you which we hold in our records.  Our Privacy Policy is available on our website: www.TelePA.co.uk

7) Professional Liability

TelePA staff are selected for their communication skills and attention to detail. TelePA take pride in providing excellent service. TelePA shall not be held liable for any loss of profit or indirect, special or consequential loss, damage, costs, expenses or other claims caused by any errors or omissions of our staff in taking or relaying messages

8) Complaints

We want you to be completely satisfied with the service we provide.  Should you have any reasons whatsoever to be unhappy with the high standards we set ourselves then please contact, either verbally or in writing, Judith Ludovino, Managing Director who will be pleased to assist you.

TelePA endeavour to resolve the matter by close of business on the next business day following notification of your concerns.  However, if this is not possible, TelePA will acknowledge your concern in writing within five business days and advise you who is handling the matter and when you can expect a substantive response.  We would hope to provide a full written response within 2 weeks. Within 4 weeks we shall inform you of our final response or advise you what further action is being taken to rectify the concerns you have.

9) Notice Periods

Our Services may be terminated by you or us at any time by giving one full calendar month’s notice in writing, or as otherwise agreed.  In the event that our services are terminated, we will be entitled to receive any and all outstanding fees and charges up to the final date of the notice period.

10) Law and Jurisdiction

This agreement, which sets out the terms of our relationship with you, will be governed by and construed in accordance with English Law and any dispute arising under it shall be subject to the exclusive jurisdiction of the English Courts.  This agreement shall be binding upon both parties, their successors and assignees.