Revision 1.2.0, Effective from 16 November 2024
This policy applies to Silux Mobile customers and anyone properly authorised by a customer to use the services we provide over our network and or our 3rd party networks (Vodafone, Three or O2).
It is effective from the date shown at the top, and may be changed by us at any time, so please check regularly to see the latest version. Our network and, or our services enables you to access the internet, make / receive voice calls or send / receive text messages, for a multitude of purposes (depending on the service you have ordered from us, which will be clearly described in the “Order Confirmation” document you sign and agree to.
We want you to make full use of the specific services you have ordered and we provide to you, but only in ways which are within the law and which don’t cause harm.
We provide our service to a named customer, generally the person who pays the bill. This policy forms part of our terms of business for all customers. It is the responsibility of our named customer to make sure that anyone they allow to use the services complies with this Acceptable Use Policy.
- Using our services, you have full control over the services you have with us, including Voice Calls, Text Messages and or, what data you choose to upload or download to the internet and we cannot see or monitor the calls, text messages or the data content of the packets of data which you send and receive over our 3rd party networks we make use of, which include Vodafone, Three and O2. However, we do monitor the type and amount of data packets flowing through our 3rd parties network we use (as well as the 3rd party monitors this as well to ensure good network performance and to guard against any activity aimed at harming our customers or our network. Further information about how we manage your personal data can be found in our Privacy Policy Unless we have agreed otherwise with you, there is unlimited data on all packages. However all unlimited data packages with the various 3rd party networks (Vodafone, Three or O2) are subject to “Fair Use Policy” of those respective networks. Currently the fair use policy for O2 is 650Gb, Vodafone is 850Gb and Three is 1Tb, however If the 3rd party networks feels there is regular monthly excessive use over what is reasonable, they could limit or restrict your usage to ensure fairness for everyone using the network. This can be that the data volume is so excessive, it is not being used for what it is intended. We will monitor and manage the traffic flowing through the networks to ensure that all our customers have the best possible service and no customer is using the service in a way which is excessive or unreasonable or which harms or restricts other customers. Although Silux Mobile will endeavour not to restrict data usage to the above fair policy limits, if regular monthly usage is constantly exceeding the fair use policy limits of those 3rd party networks, it can be deemed that the network is being congested due to high volume of usage by an individual customer. Therefore you may be notified of the potential risk of being restricted on the network if the excessive use continues. Once your traffic reaches our 3rd party providers (Vodafone, Three or O2) data centers, it is subject to the terms of the onward carriers which may, at times apply different protocols according to the type of traffic, but this should have no effect on normal use of our service.
- What is ‘acceptable’ use? Customers must use our services within the law and without infringing the rights of anyone else or causing any harm. This is what we mean by acceptable use and any other use of our services is ‘unacceptable’. Below we have listed some examples of uses of our network which are unacceptable, either because the use is illegal, malicious, harmful to others or will interfere with the operation of our network. This list is not exhaustive and we may deem any use to be unacceptable.
- Examples of unacceptable use (but not limited to);
- Using the service in any way which is or is intended to be, criminal, fraudulent or otherwise illegal.Using the service to harm, or attempt to harm children or any other vulnerable person.Using the service to threaten, harass, stalk, abuse or in any way violate the rights of othersUsing the service for any malicious activity, including spam calls or emails, nuisance calls or any unsolicited calls or advertising.Breaking, or trying to break, the security of anyone else’s equipment, hardware or software without the owner’s express permission;Uploading, downloading, posting, publishing or transmitting any information or software that is protected by copyright or other ownership rights without the permission of its owner;Copying or distributing any software that we provide (but you may make a backup copy of any software that we provide for your personal use);Using any Internet Protocol (IP) address that Silux Mobile or its 3rd party providers (Vodafone, Three or O2) has not assigned to you, or impersonating another user, whether on our network or external to our network.Using the services in a way that (i) risks degradation of service levels to other customers, (ii) puts Silux Mobile’s systems at risk or (iii) interferes with or attempts to interfere with the operation of any of Silux Mobile’s equipment, services or its website or (iv) interferes with or attempts to interfere with the normal running of any website or any other web resource;Knowingly transmitting any data, sending or uploading 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.Running open mail relays or open web proxies or similar services that can allow unknown third parties to use your connection without your knowledge or control;
- Modifying identifying network header information in order to deceive or mislead.
- Consequences of breaching this policy We will take action if we know or suspect that you are using our service in a way which we believe is unacceptable. We will attempt to contact you before taking any action, but we reserve the right to take immediate action to suspend or restrict your service without notice where we reasonably believe there is the risk of significant harm to our network or to a third party The action we take may include:
- Investigation
- Applying restrictions to your service
- Temporary suspension of your service
- Termination of your service
- We may receive a complaint about your use of the Internet from a third party. If it comes through a formal legal process (e.g. a Court Order) then we will follow the appropriate legal steps, which may lead us to take one of the actions above.
- Security The security of our network and the protection of our customers is a key priority and we ask that you do your part to ensure that risks to your own home network and to our wider network are avoided wherever possible. Any passwords we give you to access our services must be kept secure and not shared with any third party unless they have permission from our named customer to use the connection to our services within the limits of this policy, in the normal course of use in residential or business settings. If you are in any doubt about the security of your password, or you believe it has been stolen or unlawfully used, please contact our customer services team immediately. Your router and WiFi nodes use encryption to protect the integrity of your data connection. However, you are responsible for the security and protection of any device which you use to access the internet using our service. We are not responsible for the loss of any data you control while using our service.
- Contact us If you have any queries about this policy or are concerned about any use of our services, please contact our customers services team help@siluxmobile.co.uk
