BROADBAND ACCEPTABLE USE POLICY

1. INTRODUCTION

For the Internet to operate in a manner that satisfies the majority of its users, all users need to observe some rules and etiquette governing their use of it. These requirements are usually contained or referred to in the relevant terms and conditions governing the particular internet service as well as general law. Daisy’s customers must ensure that they know what these requirements are and how they are affected by them.

To enable its customers to have a better understanding of what is and is not acceptable when using the internet, and to help you get the best out of the internet, Daisy has developed a number of Acceptable Usage Policies (AUPs) relating to internet services. Complying with these AUPs, which is a contractual requirement, should help you benefit from safer surfing and minimize the risk of suffering online abuse.

Daisy’s AUPs are based on current best internet industry practice and draw on the collective experience of users and service providers across the internet community. We may change the AUPs from time to time. To make the most of the guidance contained in the AUPs, please keep up to date with changes and look at them on a regular basis. We hope you will find them useful and informative.

2. A GUIDE TO AVOIDING ABUSE WHILE CONNECTED TO THE INTERNET

Common Sense

The majority of Daisy’s online customers will be using commercial software to connect to and navigate the internet. This software implements the technical aspects Of the connection but there are also some simple common sense checks which all customers can implement. For example, making sure that the computer is dialing the whole number, including the area code, will reduce the Possibility of other people receiving unwanted calls.

Legal Compliance

The internet is a global medium and is regulated by the laws of many different countries. Material which is illegal in this country may be legal in another, and vice versa. As a user in this country, for example, you should not access sites carrying child pornography, hardcore pornography or incitement to violence. These are just three examples of unlawful material and there are many others. When you visit a website, a copy

of the visited pages is stored on your PC in the web browsers’ cache files. Storage of illegal material in this way may well constitute a criminal offence. If you are in any doubt, we recommend you to take independent legal advice.

To connect to any of Daisy’s online services, you will use a telephone (PSTN) line, ISDN line or ADSL. While connected
to the internet, you must comply with legal requirements concerning telephone network (mis)use. Set out below is a self explanatory extract from the Telecommunications Act. As you can see, network misuse is a serious criminal offence which can lead to fines and/or imprisonment.

“Improper use of public telecommunication system”

A person who;

• Sends by means of a public communication system, a message or other matter that is grossly offensive or of an indecent, obscene or menacing character.

• Sends by those means, for the purpose of causing annoyance, inconvenience or needless anxiety to another,
  a message that he knows to be false or persistently makes use for that purpose of a public telecommunication system, shall be guilty of an offence and liable on summary conviction to imprisonment for a term not exceeding six months or a fine...or both.

  Avoiding abuse while connected to the internet

  Taking the following steps should help you to protect yourself from becoming a victim of abuse while connected to the internet.

  Ensure that you are running a good quality virus detection application. The majority of these applications have the ability to detect hackers as well as viruses.

  Hackers are people who try to hack into your computer to either cause mischief or find your passwords and usernames. You should be aware that some hackers have the ability to seriously damage your computer system.

  If you keep sensitive information on your computer, it is worth using encryption software to protect it. While connected, do not publicise your IP address. This is the unique ID that your ISP allocates you while you are connected to the internet. This is especially important if you are using applications such as CHAT, IRC (internet relay chat) or video conferencing using a directory service. A majority of people spend their online time finding internet software applications to run while online. Be careful what you install. Before installing software of unknown origin, ask yourself whether you trust the writer/source. Most computer viruses and Trojans are installed unknowingly

  while installing shareware or freeware applications that are supposedly designed to make your life easier. If in doubt, don’t do it!

  Sharing log-on details

  Daisy prohibits customers from sharing details.

Port scanning

Daisy prohibits the use of port scanning software on its services.

Sharing internet access on a private network and running personal SMTP mail servers

Some methods of sharing internet access or applications expose your external internet connection to other internet users, and enable them to send unsolicited bulk emails via your computer (known as spam).

As Daisy do not block any ports it is vital that you configure your network securely, you are fully responsible for security in your own network and failure to secure it properly will result in your disconnection from Daisy services.

3. WHY IS THERE A NEED FOR A FAIR USAGE POLICY?

Daisy is committed to providing their customers with a high quality broadband service suitable for typical business use, at a competitive price.

To achieve this, Daisy has built an IP network that only carries data for businesses (which send and receive far less data than residential users, subsequently using less bandwidth). We manage and monitor the available bandwidth carefully and very closely. As with all broadband offerings the available bandwidth is contended across all users. If a group of users uses a disproportionately large amount of bandwidth (i.e. through download or transfer) then this may:

• Negatively impact the available bandwidth for the rest of the users

• Potentially degrade the service for all users

• Drive up the cost of delivering the service to the aggregated Daisy customer base

  As Daisy provides a mixture of capped or metered (where we charge for the excess amount used above the stated capped limit) as well as unlimited or un-metered services (where we do not charge for the total amount of data transferred) it is important that we ensure that all customers use the service fairly. Ultimately providing a poor quality of service is not an option for us, so unfair and disproportionate use of the Daisy service would lead to an increase in prices across all users. So as to ensure a high quality service at a competitive price, a Fair Usage Policy applies to all users.

  If a customer’s usage is continually excessive, unfair, inappropriate, affects other users enjoyment of our broadband service, or is not consistent with the usage we would typically expect on the customer’s current package, we reserve the right to upgrade customers to a package more suited for their usage or, in extreme cases, suspend or terminate their ability to access Daisy broadband services.

How will this policy affect customers?

Customers that will be affected by this policy are those using significantly higher levels of network capacity. This may be because they are abusing the terms of the service and are sending large volumes of spam email are using file sharing software such as peer-to-peer; or are excessive users of binary newsgroups (Usenet). Such software is normally used for residential applications, and is used to send and receive large files (typically music and videos) and is normally left running throughout the day. This unreasonable use of the internet uses a massive amount of bandwidth and in many cases is illegal as it breaches copyright and intellectual property legislation. Under our terms and conditions, any illegal use of the service will be a breach of contract and will allow us to end the service.

Customers using their broadband service for sending emails, browsing webpages and other typical business applications will not be affected.

In order to maintain a business grade service, residential applications such as these should not be used.

What is the policy?

Unless a specific usage cap has been selected as part of the service, the following fair usage threshold has been set for the Daisy broadband product set.

Standard ADSL services (all speeds) are not expected to transfer more than 5 Gigabytes of data during the course of a calendar month.

ADSL Max and derivative services are not expected to transfer more than 40 Gigabytes of data during the course of a month.

ADSL2+, LLU, Annex M, FTTC and FTTP services are not expected to transfer more than 100 Gigabytes of data during the course of a month.

Data transfer is measured on the total amount of data downloaded during a particular month.

Should any user exceed their cap, Daisy reserves the right to charge the customer for any usage over and above this level.

Usage charges when capped level exceeded (correct as of November 1st 2012)

For each 1GB, or part thereof, used over the cap, the charge will be £2.00 per GB. Part GB usage will be rounded up to the next full GB for the purposes of calculating the charge.

Daisy will measure data usage at the end of each calendar month. In the event data usage has exceeded any specified cap, usage charges will be calculated and applied in the next customer bill.

What affect will restricting a customer’s service have?

The customer will experience a slowing down of their service. The extent of this degradation will depend on what the customer is doing and how many users are connected to the service. If a small number of users are web browsing and reading emails, they will notice a slowing of the service. If on the other hand they are using peer-to-peer or file sharing software, or they are downloading files from the internet or an external server, they will experience a significantly slower service.

Appeals

Please email abuse@daisygroup.com to register an appeal against our decision.

Persistent heavy usage or illegal activities

Daisy will monitor the data usage on a monthly basis. Should any user persistently exceed their cap for three consecutive months, we reserve the right to terminate the connection and contract.

If the customer is not willing to pay for the excess usage, then the customer’s service will be restricted - we will

make available less bandwidth for the customer to use. This restriction will be placed on their service until the

first working day of the next month.

Applicable products

The Fair Usage Policy applies to all ADSL variants but does not apply to SDSL products.

4. TRAFFIC MANAGEMENT POLICY

We undertake traffic management to ensure that our Clients and Users receive optimum performance at all times. The policy applied is as follows;

Our broadband products are subject to traffic management to ensure you receive optimum performance at all times.

Like other providers we deliver broadband service over a shared network. To provide a sustainable quality broadband service to all our customers we have to manage the network.

The principles of our network management policies are:

• To make sure that time-critical applications like Voice over Internet Protocol (VoIP) are always prioritised.

• To protect interactive applications like web-browsing
  and Virtual Private Network (VPN) from non-time sensitive download traffic.

• To balance the network under demand to cope with exceptional peaks and troughs from day to day and month to month.

• Provides a ‘quality of service’ effect, meaning multiple applications running on the same line interact with each other effectively, and use of high demand protocols like Peer-to-Peer (P2P) doesn’t swamp time-sensitive traffic such as a VoIP call.

  Traffic types are identified in real-time based on a combination of port, source IP address and DPI signature detection. This allows us at any given time to see exactly what traffic is on the network and who is doing what.

  At times we may prioritise time sensitive traffic such as VoIP by reducing the throughput of the standard traffic.

Traffic Classifications:

Traffic is prioritised according to time sensitivity. The following table outlines the standard prioritisation classes:

Top

High

Middle

Standard

VoiP

VPN

HTTP

HTTP Download

iPlayer & Youtube

FTP

Email

Generic Streaming

P2P

Binary usenet

5. EMAIL - ACCEPTABLE USE POLICY (AUP)

Introduction

Exchanging emails with others generally involves using common sense regarding the content material and being polite and courteous. The vast majority of Daisy’s customers understand what is appropriate when sending or receiving emails. Regrettably, there are occasions when individuals or groups of people exchange emails or involve in online activities, which are considered to be unacceptable by the internet community. This is described by the generic term of ‘abuse’. This email AUP is based on current ‘best internet industry practice’ and draws on the collective experience

of email users and service providers across the internet community.

Abusive emails

It is not always obvious whether an activity is innocent, inadvertent or intentional, but as a general rule email users should be aware that what is unacceptable (and possibly illegal) offline (oral or written), applies equally online. As with telephone calls, you must not send any emails which cause annoyance, inconvenience or needless anxiety. You should not send false messages likely to cause distress (e.g. advising
the recipient that a relative has been in an accident when they have not), or any other material which is distressing, grossly offensive, indecent, obscene, menacing or in any other way unlawful. Particular care should be taken to avoid any material which is offensive or discriminatory to people on grounds of gender, race, colour, disability, religion or belief, age or other similar category. Always be sensitive to the fact that children might have access.

Spam (unsolicited bulk emails)

You must not use Daisy’s email system to send unsolicited emails, bulk or otherwise. The sending of such emails is an abuse of the service and you will be in breach of the relevant terms and conditions.

Setting up your mail server (open relay)

If you choose to run an SMTP email server on a private network on your premises you must ensure that it is configured correctly, so as to only accept mail from your private domain. Daisy will block access (TCP port 25), to your SMTP email server from outside of your domain to prevent it from being exploited for the purpose of sending unsolicited emails.

Internet connection sharing

If you share the resources of your internet connection over
a private network on your premises, you must make sure that your network is secure, and that any internet connection sharing software that you are using does not permit access from outside of your network. This is especially important if running an open proxy server. This is because an open proxy server will allow other users of the internet to exploit your internet connection, and use it as if it were their own. For example, an external user could access your local network or send unsolicited emails that would appear to come from you.

What action will Daisy take?

Compliance with this Acceptable Use Policy is a contractual requirement. If you fail to do so, your service may be suspended or terminated. Daisy may operate systems
to ensure compliance with this AUP, including without limitation port scanning and testing of open servers and mail relays. Customers who engage in abusive behaviour will be notified that their behaviour is unacceptable and may have their accounts suspended or terminated if such behaviour continues. If we find out that you are using our service for illegal purposes, we may notify the police. If we receive a court order requesting us to reveal your identity to someone complaining that you have used this service in an abusive manner we will do so.

Account restoration

A suspended account may be restored at Daisy’s discretion, upon receipt of a written undertaking by the abuser not to commit any future abuse. All cases are, however, considered by Daisy on their individual merits.

A guide to avoiding newsgroup abuse

Daisy provides a hierarchy of newsgroups which although being un-moderated, they are subject to their own charters. These charters are posted into the newsgroups on a regular basis. Newsgroups outside this hierarchy are outside Daisy’s control and Daisy has no say in the type of material that can and cannot be posted to them. Please note that Daisy takes complaints made by and against its customers very seriously, even if they concern customers that use newsgroups outside the Daisy hierarchy.

Avoid posting into newsgroups if you are not entirely sure about the nature of their subject matter. If you are going to post into these groups, be aware that there is very little Daisy, as your ISP, can do to protect you if you become a victim of abusive emails resulting from your posting or a ‘flame war’.

If you do post into such newsgroups it is a sensible precaution to keep your email address private, as often the only cure to stop nuisance emails is to change your email address. Daisy aims to filter out newsgroups that are perceived by their titles to have illegal content. However, Daisy does not monitor

the content contained in any of the newsgroups and is not responsible for the content of any newsgroup. Specifically in the interest of the safety of children, Daisy asks that if you identify a newsgroup with illegal content, you notify us as soon as possible in order that we can consider adding that group to our list of barred groups.

We recommend that you take some simple steps to minimise the likelihood of receiving abuse via a newsgroup. Do not give out your email address unless you are absolutely sure you can trust the recipient. You should

treat your email address as you would treat your telephone number. When posting into newsgroups it is wise to configure your newsreader so that it does not show or it disguises your email address, i.e. joe.bloggs32@nospam. isp.com. In the posting you would say “to reply to Joe, remove the ‘ nospam’”. In this event, a person responding to the email would have to remove the nospam section of the email address. This makes it more difficult for automated newsgroup trawlers to strip email addresses from the postings. The majority of the mail lists that are used for the bulk sending of emails are compiled from undisguised email addresses in newsgroups.

• Never publicise your home address or telephone number.

• Do not post material that falls outside the topic under discussion. Every newsgroup has a title; the content should reflect that title.

• Do not post binary attachments, (pictures or files on your computer etc.) into newsgroups not designed for
that purpose.

• You must observe copyright issues. Do not post material that you did not create, unless you have the permission of the owner of the relevant rights in that material

• Do not post advertisements into newsgroups of a non- commercial bias.

• Be careful what you post. What may seem amusing
to you may very well be offensive to another participant in the newsgroup.

• Try not to cross post (post the same article to a number of groups).

If you do become a victim of Usenet abuse, outside of the “isp NAME.” hierarchy, there is often very little your ISP can do to stop the abuse. However, the ISP of your abuser can possibly do something under its terms and conditions.

Accordingly, we recommend you to take the following action;

a. Email the abuse department for the individual’s ISP. b. Send the ISP as much evidence as possible. It is no use simply complaining about the activities of an individual, you must provide evidence of the abuse, e.g. send

the whole email, newsgroup posting or the URL of the website to abuse@ the ISP. The ISP will most probably need the IP address that the abuser was using at the time of the abuse. This is the unique ID allocated to that user at that specific moment and can be found/seen in the header of the email, and in the header of the newsgroup posting. It is unlikely

that an ISP will simply give out the name and details of an alleged offender. However, an ISP may need to divulge such information to appropriate authorities, such as the police or the courts, if formally requested to do so.

In cases of extreme net abuse, you may need to contact the police if you think further action should be taken. If you decide to do so, you must be prepared to provide the police with any evidence you have. The police will then consider whether
a criminal offence may have been committed and whether further action can or should be taken.

Guide to avoiding abusing your webspace

As part of certain internet services, Daisy offers its customers personal webspace. This is an area on Daisy’s internet servers that you can personalise and display to the World Wide Web (WWW). To help you get the most from your webspace, and to avoid either infringing the relevant terms and conditions or becoming a victim of abuse because of your content. Here are some simple dos and don’ts;

The support Daisy provides relates only to accessing your webspace. Daisy does not provide support for HTML authoring, page design or how to publish your pages. Make sure you do not display too much personal detail on your webspace and remember that you publish any personal information at your own risk.

Avoid content that can offend. If you have any doubt about the suitability of your content to others, in particular to children, you must give a warning page before reaching the content. If in doubt, seek independent legal advice.

You must not publish or link to, content in which you do not own the rights, without the permission of the owner of the relevant rights.

Be careful with content that may lead to argument. This is especially important if your website is also your primary email address. Remember not everyone has the same opinion as you, and what you say could be offensive to others and lead to a situation where you receive abusive emails.

You must not publish or link to content that is illegal. You must also remember that what is legal in this country in not necessary legal everywhere else in the world (and vice versa) and that you could risk being prosecuted in another country if what you publish is illegal in that country. If in doubt, don’t do it and take independent legal advice before proceeding.

You must not incite disorder or publish any material, which would amount to instructions concerning illegal activities.
You must not publicise the personal details of others without their consent. You must not use your website to advertise, distribute (or link to another webpage containing) virus creation software, email spamming software, or port scanning software.

Don’t share the password for your webspace. Your passwords are your responsibility, and must not be disclosed to any third party. This is important for your own protection.

6. WEBSPACE - ACCEPTABLE USE POLICY (AUP)

Introduction

The following AUP contains rules governing the use by customers of Daisy webspace services. It is based on current ‘best internet industry practice’ and draws on the collective experience of webspace users, service providers and the owners and administrators of computer networks which are connected to form the World Wide Web.

Daisy cannot and does not proactively monitor content on its customers’ websites and therefore cannot and does not guarantee that all such websites are free of illegal material or other content considered unacceptable (abusive) by the internet community.

Illegal activities

You must not have illegal material on your website or link
to content that is illegal. You should be aware that as the internet is a global network, some activities/material which may be legal in the UK may be illegal elsewhere in the world and vice versa, and you could risk being prosecuted in another country if you publish what is illegal in that country. If you are in doubt, don’t do it and take independent legal advice before proceeding. You must not incite disorder or publish any material which would amount to instructions concerning illegal activities. You must not publish content, or link to content in which you do not own the rights, without the permission of the owner of the relevant rights.

Unacceptable behaviour

It is not always obvious whether an activity is innocent, inadvertent or intentional, but generally webspace users should be aware that what is unacceptable (and possibly illegal) offline (oral or written), applies equally online.

Avoid content that may offend. If you have any doubt about the suitability of your content to others, in particular to children, you must give a warning page before reaching the content. If in doubt, don’t do it and take independent legal advice before proceeding. Particular care should be taken to avoid any material which is offensive or discriminatory to people on grounds of gender, race, colour, disability, religion or belief, age or other similar category.

Daisy will not make any logs or details of who visited your
site available. You must not publish or link to content that
is illegal. You must also remember that what is legal in this country in not necessary legal everywhere else in the world (and vice versa) and that you could risk being prosecuted in another country if what you publish is illegal in that country. If in doubt, don’t do it and take independent legal advice before proceeding.

• You must ensure that your index.htm or default.htm file (the first to be viewed on a site) does not contain any material liable to offend. A clearly readable warning page must
be displayed before any adult material is displayed.

• You must not use your webspace to cause annoyance, inconvenience, offence or needless anxiety.

• You must not publicise the personal details of others without their consent.

• You must not use your website to advertise, distribute (or link to another webpage containing) virus creation software, email spamming software or port
scanning software.

• Your homepage’s site may not be used to distribute or advertise any of the following:

• Software for sending spam (excessive news postings, bulk emails etc.).

• Software for port scanning, virus creation, hacking or any other illegal or antisocial activity.

• Lists of email addresses except where all the addressees have given their explicit permission.

• Any collection of personal data other than in accordance with all applicable data protection legislation.

• Links to websites hosting illegal content, including adult material

• Content designed to offend or cause needless anxiety to others.

• You must not advertise your homepages or websites, or cause another person to advertise it, by techniques that would be classified as abuse, e.g. bulk emailing
and excessive news posting.

Security

You must not share the password for your webspace. Your passwords are your responsibility, and must not be disclosed to any third party. This is also important for your own protection.

What action will Daisy take?

Compliance with this Acceptable Use Policy is a contractual requirement. If you fail to do so, your service may be suspended or terminated.

Offending material may be removed without prior notice/ explanation. Customers who engage in abusive behaviour will be notified that their behaviour is unacceptable and may have their accounts suspended or terminated.

If we find out that you are using our webspace service for illegal purposes, we may involve Daisy’s investigations team and we may ultimately notify the police. If we receive a
court order requesting us to reveal your identity to someone complaining that you have used this service abusively, we will do so.

Account restoration

A suspended account may be restored, at Daisy’s discretion, upon receipt of a written undertaking by the abuser not to commit any future abuse. However, Daisy will consider all cases on their individual merits.

7. A GUIDE TO USING CHAT AND INSTANT MESSAGING SERVICES

Chat is carried out in a ‘room’. The room usually has a theme so people can chat together about the same topic.

Rooms are generally public so that anyone can join in. Instant messaging is a way of sending text messages to other people connected to the internet. Chat and instant message services are great fun to use and both are tremendously popular with teenagers.

However, where there’s fun there’s also risk. Both these services are a potential source of worry, especially to parents, as there’s no way of checking that the people in the chat room are who they say they are. In fact most chat rooms encourage you to adopt an alias. Therefore chat rooms can be used by adults who may, for example, pretend to provide

a sympathetic ear for a teenager’s problems, possibly coaxing personal information out of them and trying to arrange a real-life meeting. In addition, passions can run high online and chat rooms can easily be the scene of violent arguments.

But please don’t be put off by this as there are some steps you can take to minimise risks.

Important advice to use chat and instant message services more safely;

• Children under 13 years must not be allowed to use chat or instant messaging

• Children under 16 years should be supervised when using these services. Make certain they know they should never give out any personal details or details that could be pieced together so that they could be identified, e.g. name of school

• When setting up the service check to see if you can hide your IP address from other people using the service. Hiding your IP address helps protect your computer and keeps it hidden from other users

• Make sure that none your personal details are available to other users.

Most chat and instant message services let you choose what details to share with others;

• Make sure your children are aware of the dangers of using this type of service

• Never publicise your home address, telephone number or credit card details

• Don’t give out your email address or other personal details unless you’re absolutely sure you can trust the recipient. Never give it out in a public chat room where anyone could be watching and make use of it.

You should treat your email address as you would treat any other personal details about yourself.

• If you decide to meet someone that you’ve been chatting with, arrange to meet in a public place and make sure
  that you’ve told a friend where you’re going and who you’re meeting. Better still; take a friend along with you.

• Try to avoid getting into heated arguments in public chat rooms. It is best to leave the chat room if you find yourself in this situation rather than become involved.

  If you do become a victim of abuse in a chat room, there’s often very little your ISP can do to stop the abuse. However, the chat or instant message service provider may be able To identify the abuser and forward details to their ISP who may be able to take action under its terms and conditions.

If you do need to complain in this way, you should email as much information as you can, including all the details of your conversation (by cutting and pasting) to the chat or instant message service provider. In the case of Daisy’s Chat or Instant Message services, you should send your complaint to abuse@daisygroup.com. In cases of extreme abuse, you should contact the police if you think further action is required. If you decide to do so, you must be prepared to provide the police with any evidence you have. The police will then consider whether a criminal offence may have been committed and whether further action can or should be taken.

8. CHAT & INSTANT MESSAGE SERVICE - ACCEPTABLE USE POLICY (AUP)

Introduction

Using chat and instant message services on the internet generally requires politeness, courtesy and caution in exactly the same way as face-to-face and telephone conversations. This is probably more important when communicating with strangers. Most people understand And apply acceptable standards of behaviour and language when using these services. However, there are times when individuals or groups, behave in what is considered by The internet community to be an unacceptable way. This is described by the generic term of ‘abuse’.

Conduct in chat rooms

Please remember that what is acceptable by one culture may be regarded as offensive by another. Since the internet is worldwide, please take great care to avoid giving offence. We recognise the right to freedom of expression, but with that right comes a responsibility to respect the feelings of others. It’s not necessary to use inflammatory language to express strongly held views.

Abuse may be innocent, inadvertent or intentional. It’s not always clear which is which, so please remember that the following are NOT allowed;

• Saying anything that would cause annoyance, inconvenience or needless anxiety to other users

• Advertising products or services

• Using foul language

• Using explicit sexual language or inappropriate behavior

• Frequently changing username and jumping in and out of rooms (‘frogging’)

• Making insulting remarks at other members (‘flaming’)

• Distribute illegal, indecent or offensive material or any messages that may incite disorder or encourage illegal activities

• Cause annoyance, inconvenience or anxiety to other users

• Impersonate someone else

• Distribute material in which you do not own the copyright, without the permission of the owner of the relevant rights

• Transfer files that contain viruses, trojans or other harmful programs

• Distribute advertisements or junk mail (‘spam’)

Important safety advice:

Children under 13 years must not use the service. We strongly recommend that a responsible adult supervises children less than 16 years while they’re using the service.

What action will Daisy take?

Compliance with this Acceptable Use Policy is a mandatory requirement under our terms and conditions. If you fail to comply, your service may be suspended or terminated. Daisy will co-operate with providers of other chat and Instant Message Services to identify any customers committing abuse. If we discover that you’ve engaged in abusive behaviour we will notify you that your behaviour is unacceptable. Your account(s) may be suspended or terminated.

If we find out that you are using our service for illegal purposes, we may notify the police. If we receive a court order requesting us to reveal your identity to someone complaining that you have used this service in an abusive manner we will do so.

Account restoration

A suspended account may be restored at Daisy’s discretion, upon receipt of a written undertaking by the abuser not to commit any future abuse. All cases are, however, considered by Daisy on their individual merits.

9. INTERNET GLOSSARY

Applet - A type of computer program that allows animation and other interactive functions on a file or webpage.

ADSL - Asynchronous Digital Subscriber Line - A new technology that allows you to access the internet over standard phone lines at very high speeds.

Bit - The smallest piece of digital information understood by computers.

Bandwidth - The rate information travels from one place
to another either inside a computer or between computers. Bandwidth is usually measured in bits per second, kilobits (thousands of bits) per second, or megabits (millions of bits) per second. A 28.8 modem allows for a connection of 28.8 kilobits per second.

Blocking software - A computer program that allows parents, teachers, or guardians to block access to certain websites
and other information available over the internet. All blocking software has filtered the information before blocking access to it. (See also ‘Filtering software’).

Bookmark - A placeholder for interesting or frequently used websites, so that these sites can be revisited easily without having to remember or retype the internet address.

Browser - A software product that lets you find, see and hear material on the World Wide Web, including text, graphics, sound, and video. Popular browsers are Netscape Navigator and Microsoft Internet Explorer.

Byte - Bytes are a basic measurement of computer memory. A byte is made up of eight bits.

Cache - A cache is a place on your hard drive where the web browser stores information (text, graphics, sounds, etc.) from pages or sites that you have visited recently so that returning to those pages or sites is faster and easier.

CD-ROM - A computer disk that can store large amounts
Of information; generally used on computers with CD-ROM drives. CD-ROM stands for Compact Disk Read Only Memory. That means it can only play back information, not record or save material.

Chat - A feature of online services or websites that allows participants to talk by typing messages that everyone can read at the same time. Here’s how it works: The participant enters the chat room, types a message on his or her computer and sends it; and it is instantly displayed on the screens of the other users in the chat room.

Admission is generally not restricted. You never know who is going to be reading your messages or responding to them, so it’s best to be cautious.

Chat room - A place or page in a website or online service where people can chat, or talk, with each other by typing messages. It’s real-time communication like talking on the phone, except the participants are typing text as with email. Email, on the other hand, is delayed communication.

Client-based filter - A software program that you install on your own computer to block access to inappropriate material, prevent kids from accessing the internet at certain times or to prevent kids from revealing personal information. See also ‘Filtering software’ and ‘Blocking software’.

Cookie - A piece of information unique to you that your browser saves and sends back to a web server when you revisit a websites (the web server is the computer that hosts
a website that your browser downloads or sees). The server tells your browser where to put the cookie on the server. Cookies contain information such as log-in or registration information, online shopping cart information (you’re online buying patterns in a certain retail site), user preferences, what site you came from last, etc.

Commercial service - General term for large online services. These services are like special clubs that require membership dues. Besides providing access to the internet, commercial services have lots of content, games and chat rooms that are available only to members.

Cyberspace - A very general term used in a number of
ways. Cyberspace can refer to the electronic areas and communities on the internet and other computer networks; the culture developing on (or across) the global network of phone wires that make up the internet; a new publishing Or communications medium separate from conventional media; and a place separate from or in addition to physical space.

Discussion group - An area online focused on a specific topic where users can read, add or post comments (post in the sense of posting something on a bulletin board). You can find discussion groups, also referred to as discussion boards, for almost any topic. See also ‘Newsgroups’

Directories - Similar to search engines, directories are indexes of webpages organised by subject.

Domain name - A website address, usually followed by .com, .org or .co.uk. See also ‘URL’.

Download - Copying data from another computer to your computer. Download is also used to mean viewing website or material on a web server, with a web browser. See
also ‘Upload’.

Email - Electronic mail. A way of sending messages electronically from one computer to another. Users can send memos, letters and other word-based messages, as well as multimedia documents. Emailing requires having a modem, connecting a telephone line to your computer and an e-mail address (recognisable because of the @ symbol, such as sales@Daisy.com.

Ethernet - the most common technology for connecting computers together in a network.

FAQ - A list of Frequently Asked Questions about a specific website, mailing list, product or game. Reading the FAQ first is a great idea when you are new to a site, mailing list, discussion group or product.

Filtered ISP - An Internet Service Provider (ISP) that automatically blocks access to content that is inappropriate for children. Each filtered ISP uses its own company criteria to decide which websites are inappropriate. When choosing a filtered ISP, parents and other caretakers should make sure the company’s criteria are consistent with their own values and judgments.

Filtering software - Software that sorts information on the internet and classifies it according to content. Some filtering software allows the user to block certain kinds of information on the internet. See also ‘Blocking software’, ‘Client-based filtering software’ and ‘Server-based filtering software’.

Firewall - A security device that places a protective wall around a computer or network of computers, keeping it from being accessible to the public.

FTTC - Fibre-to-the-Cabinet which involves running fibre optic cables from the telephone exchange or distribution point to the street cabinets which then connect to a copper cable from the cabinet to the Customer premises.

FTTP - Fibre-to-the-Premises which provides an end-to-end fibre optic connection, the full distance from the exchange to the Customer premises.

FTP - File Transfer Protocol - a way to transfer (download or upload) files from one computer to another, for example from your hard drive to a web server in order to update a website.

Flaming - Sending a nasty piece of email or posting a nasty comment in a newsgroup or discussion group, usually in response to a posting that offended someone.

Gateway - Generally any device that provides access to another system. For example, an ISP might be called a gateway to the internet; also a hardware device that connects a local network to the internet.

Hardware - The nuts, bolts and wires of a computer and computer-related equipment, also the actual computer and related machines such as scanners and printers.

Hyperlink - An image or portion of text on a webpage that
is linked to another webpage (either on the same site or in another website). If it is a word or phrase, you can tell it’s a link because it’s another colour, it is underlined, or both. If it is an image, you can tell it is a hyperlink if you see a border around it, or if the cursor changes to a little hand when you drag the cursor over the image with the mouse. You just click on the link to go to another webpage or another place on the same page. See also ‘Links’.

HTML - Hypertext Markup Language - The standard language used for creating documents on the World Wide Web.

HTTP - Hypertext Transfer Protocol - The standard language that computers connected to the World Wide Web use to communicate with each other.

Homepage - The first page or document web users see when connecting to a web server or when visiting a website.

ICRA - Internet Content Rating Alliance rating system - a rating system for Web content (see also RSACi).

IM or instant message - A chat-like technology on an online service that notifies a user when a friend is online, allowing for simultaneous communication (like talking on the phone, only with text). See also ‘Web-based instant messaging’.

Internet - Referred to as ‘ the net’ for short, a collection of thousands of connected computers and computer networks.

Intranet - A private network that works like the internet, except that it can only be seen by a select group of people, such as the employees of a company.

IRC - Internet Relay Chat - A part of the internet (not on the web) that allows participants to chat online in a live forum that usually centres on a common interest. IRC is the earliest form of online chat.

ISDN - Integrated Services Digital Network - A technology that allows you to connect to the internet over standard phone lines at speeds higher than a 56k modem allows. The technology is older and the connection speed lower than those of ADSL.

ISP - Internet Service Provider - A company that sells access to the internet, most often through a local phone number. ISPs are usually distinguished from commercial services, which link to the internet but also offer additional services, such as content and chat, only available to their subscribers.

IP - Internet Protocol - The computer language that allows computer programs to communicate over the internet.

Java - A computer programming language that allows webpages to have animation, calculators, and other fancy tricks. See also ‘Applets’.

Keyword - On web search engines, these are words that you type into the search form, or search window to search the web for pages or sites that contain your keyword and information related to it.

LAN - Local Area Network - networks of connected computers that are generally located near each other, such as in an office or company.

Link - Highlighted text that is designed so that clicking on it will take you to another document, webpage, or website. See also ‘Hypertext’.

Modem - A hardware device that allows computers to communicate with each other over telephone lines. Modems come in different speeds: The higher the speed, the faster the data are transmitted. A modem enables what is generally referred to as dial-up access. The fastest widely available modems are 56K (or 56 kilobits per second).

Monitoring software - A type of software product that allows a parent or caretaker to monitor the websites or email messages that a child visits or reads, without necessarily blocking access.

Mouse - A small device attached to your computer by a cord, which lets you give commands to the computer by clicking the device. See also hardware.

Multimedia- A combination of two or more types of information such as text, audio, video, graphics and images.

Netiquette - The rules of cyberspace civility. Usually applied to the internet where manners are enforced exclusively by fellow users.

Newsgroups - Discussion groups on the internet (not on
the web, which is only one area of the internet) that are broken down and categorised by subjects. These discussion groups consist of messages sent by other internet users and displayed publicly for everyone in the group (or under the topic area) to read. The word “news” in “newsgroups” does not mean they are run by news services or journalists.

PICS - Platform for Internet Content Selection - PICS is a technology that allows web browsers to read content ratings of websites, but it is not a rating system itself.

Plug-in - A program that works with browsers to play audio and video.

Port scanning - Port scanning is an activity, which by using a particular type of software gives the user the ability to scan the computer system of another internet user. The purpose of which can be (but is not limited to) passwords and usernames, remotely controlling that computer or destroying data on that computer.

Posting - Like posting a message on a bulletin board, the sending of a message to a discussion group or other public message area on the internet. The message itself is called a post.

PSTN - Public Switched Telephone Network. A circuit- switched analogue network which makes connections for the duration of telephone call. These connections are usually used for voice but can also carry data between facsimile machines and computers (via a modem).

RSACi - Recreation Software Advisory Council’s internet rating system - a rating system for Web content that uses PICS technology. RSACi was recently renamed the Internet Content Rating Alliance (ICRA).

Search engine - A tool to help people locate information available on the World Wide Web. By typing in keywords, users can find numerous websites that contain the information sought.

Server - A host computer that stores information and/or software programs and makes them available (or serves them) to users of other computers. You download the information on a web server with a web browser

Server-based filter - Unlike client-based software, which is installed on your own computer, server-based filters work on a host server (for example, a web server) generally located at an internet service provider or a LAN at a company. Your computer is connected to this server so that you receive only the webpages that are not filtered on the server.

Software - A computer program. Loosely defined, it is made up of a set of instructions, also called “computer code,” to be used on your hardware. There is system software that operates the machine itself (such as the Windows and Mac operating systems), and there is application software for specific uses, or applications, such as word processing, playing games, or managing your money.

Spider - A software program that crawls the web, searching through webpages and sites and indexing those pages in a database of webpages that can then be searched using a search engine.

Spam - Unsolicited junk email containing advertising or promotional messages sent to large numbers of people. Sometimes people or companies send sexually explicit unsolicited email, known as ‘ porn spam’.

Superfast Broadband - A class of Broadband service refering to the maximum speed that the service can achieve. Superfast is defined as speeds above 30 Mbps.

TCP/IP - Transmission Control Protocol / Internet Protocol - A computer “language” that allows for transmission, or publishing’ of information across the internet.

Time limiting software - Software that allows time limits to be set for access to the internet or software programs such as games.

Trojan (Horse) - A Trojan (horse) is an “apparently useful program containing hidden functions that can exploit the privileges of the user [running the program], with a resulting security threat. A Trojan horse does things that the program user did not intend Trojan horses rely on users to install them, or they can be installed by intruders who have gained unauthorised access by other means. Then, an intruder attempting to subvert a system using a trojan horse relies on other users running the Trojan horse to be successful.

Ultrafast Broadband - A class of Broadband service refering to the maximum speed that the service can achieve. Ultrafast is defined as speeds above 100 Mbps.

Upload - Copying or sending data or documents from your computer to another computer, such as the server that hosts your homepage. See also ‘Download’.

URL - Uniform Resource Locator - The World Wide Web address of a site on the internet. For example, the URL for this website is http://www.abuse-guidance.com. See also Domain Name.

Web - The World Wide Web - What most people think of when they think of the internet. The web is actually just one service on the internet. It is a collection of graphical hyperlinked documents made publicly available on computers (or web servers) around the world. The information on these servers can be viewed or accessed with a browser. Other services on the internet include Internet Relay Chat and newsgroups.

Web-based chat - As opposed to chat IRC found on subscriber-only online services, web-based chat allow people to chat with each other using a browser. Web-based rooms are found in websites.

Web-based email - A technology that allows you to send and receive email using only a browser (as opposed to an e-mail software program like Eudora).

Web-based instant messaging – Instant messaging technology that works in websites (as opposed to a commercial online services). See also ‘Instant messaging’.

Webmaster - The administrator responsible for the management and often design of a website.

WWW – The World Wide Web. See ‘Web’.