Legal

We pride ourselves on working as a responsible and ethical supplier, customer and employer. As a company we hold ourselves to set rules and criteria, you can find these set out below. 

If you would rather ask us directly about our ethics or corporate social responsibility activities, simply call 0808 129 22 99 or email hello@tdmgroup.net

Call Recording

TDM Group records business calls made to and from its office locations. This is purely for training and quality assurance purposes. All recordings are secured in our enterprise-grade UK data centre suites. If you have any queries or questions about our call recording policy, contact us directly.

Acceptable Use Policy 

TDM Group LTD Acceptable Use Policy

Any user of TDM Group Ltd Network or Services will need to comply with this Acceptable Use Policy (AUP). TDM Group Ltd may change this Policy to reflect any changes in the law or community standards or whenever TDM Group Ltd deems it necessary. Any changes will be notified to the user by email and posted here on the TDM Group Ltd website and it will be the User’s responsibility to ensure that they are fully aware of these changes. A 5 working days grace period to allow the user to implement the changes in the AUP will be given from the date of email notification of the changes.

1. ILLEGAL USE

The TDM Group Ltd Network and Services may be used for lawful purposes only and in compliance with all current and future statutes in force from time to time. The Customer agrees not to use the Service to send or receive materials or data which is in violation of any law or regulation or which is defamatory, offensive, abusive, indecent, obscene or in breach of confidence, privacy, trade secrets or in breach of any third party Intellectual Property rights (including copyright) or in breach of any other rights.

You are prohibited from storing, distributing or transmitting any unlawful material through our services. Examples of unlawful material include: direct threats of physical harm; hardcore and child pornography; and copyrighted, trademarked and other proprietary material used without proper authorisation. You may not post, upload or otherwise distribute copyrighted material on our servers without the consent of the copyright holder. The storage, distribution, or transmission of unlawful materials could lead to UK authorities alleging criminal liability, in addition to the actions we may take outlined in Clause 8 below.

2. VIOLATIONS OF SYSTEM OR NETWORK SECURITY

Any violations of systems or network security are prohibited, and may result in the User facing criminal and civil liability. TDM Group Ltd will investigate incidents involving such violations and will inform and co-operate with the relevant law enforcement organisations if a criminal violation is suspected.

Violations may include, but are not limited to, the following:

Unauthorised access to or use of data, systems or networks, including any attempt to probe, scan or test the vulnerability of a system or network
Unauthorised monitoring of data or traffic on any network or system without express authorisation of the owner of the system or network
Interfering with any user, host or network including mail-bombing, flooding, deliberate attempts to overload a system and broadcast attacks
You may not intentionally store or distribute certain other types of prohibited material on our servers, or on servers connected to the Internet using TDM Group Ltd connectivity. Customer shall take all reasonable steps to ensure that it and its Directors, Offices, Employees, Agents and Representatives comply with this obligation and have adequate provisions in place.

Examples of prohibited material include, but are not limited to, programs containing viruses or Trojan horses and tools to compromise the security of other sites, programs designed to send unsolicited advertisements (“spamware”), services which have the purpose of encouraging or facilitating the sending of unsolicited advertisements (“spam support services”), or programs or services designed to encourage or facilitate a breach of AUP at this or other sites.

3. EMAIL USE

We will investigate complaints regarding email and may take action based on the rules set out below. If an email message is found to violate one of the policies below, or to contain unlawful material, as described in Clause 1 above, we may take action as outlined in Clause 8 below.

You may not send email to any user who does not wish to receive it, either at TDM Group Ltd or elsewhere. We recognise that email is an informal medium, however, users must refrain from sending further email to a user after receiving a request to stop.

Unsolicited advertising mailings, whether commercial or informational, are strictly prohibited. You may send advertising material only to addresses that have specifically requested it. We will not forward mail of accounts terminated for bulk mailing or unsolicited advertising. Chain letters are unsolicited by definition and may not be propagated using our services.

You may not send, distribute, or reply to mail-bombs. Mail-bombing is defined as either emailing copies of a single message to many users, or sending large or multiple files or messages to a single user with malicious intent.

Violations of the AUP outlined in this document can sometimes result in massive numbers of email responses. If our users receive so much email that our resources are affected, we may shut down a user’s system.

TDM Group Ltd adhere to the ISPA guidelines for bulk unsolicited mail.

4. SERVICES INVOLVING ADVERTISING TO UNSOLICITED EMAIL RECIPIENTS

You may not operate, host, provide hosting facilities to or assist in any way whatsoever any web site, email address, email service, ftp service or any other online service which is advertised or promoted by means of Unsolicited Bulk Email, Unsolicited Commercial Email, Excessive Cross-Posting or Excessive Multi-Posting to Usenet newsgroups, mass messaging via mediums such as IRC, ICQ and online Instant Messaging, or any other form of electronic communication which would be regarded as defined in this AUP as being abusive.

This prohibition applies whether the abusive communication takes place using the TDM Group Ltd network, or otherwise. Hosting providers in particular should take care to ensure that their own AUP includes a prohibition of services advertising to unsolicited email recipients, since TDM Group Ltd reserves the right to demand immediate suspension of access to services advertising to unsolicited email recipients, once such services are drawn to the attention of the TDM Group Ltd abuse team. In the event that such request for suspension results in inaction, TDM Group Ltd may ourselves suspend access to the IP address(es) concerned by technical means.

5. USENET NEWS USAGE

Our services include access to many Usenet discussion groups including web based news groups and MSN communities (newsgroups). You acknowledge that some newsgroups contain language, pictures, or discussion of subjects intended for adult audiences. We do not monitor access to Usenet newsgroups or the content of posts by our users or users at other sites. Accordingly, we are not responsible for the content of any posting made to Usenet.

We reserve the right to discontinue access to any Usenet newsgroup at any time and for any reason. We will investigate complaints regarding posts of inappropriate material to Usenet by our users and may, at our sole discretion, take action based on the rules set out below.

Criteria for determining whether a post is inappropriate include:

The written charter/FAQ of the newsgroup(s) in question
The established Usenet conventions outlined below
The system resources consumed by the posting
Applicable laws

If a post is found to violate one of the policies below, or to contain unlawful material, as described in Clause 1 above, we may require that the post be moved to a more appropriate forum (if any), or take action as outlined in Clause 8 below. Usenet news articles posted using our services must comply with the written charter/FAQ of the newsgroup to which they are posted. If a newsgroup does not have a charter or FAQ, its title may be considered sufficient to determine the general topic of the newsgroup. You are responsible for determining the rules of a newsgroup before posting to it.

Established Usenet conventions (“Netiquette”) prohibit advertising in most Usenet newsgroups. You may post advertisements only in those newsgroups that specifically permit them in the charter or FAQ. Some newsgroups may permit “classified ads” for single transactions between private individuals, but not commercial advertisements. You are responsible for determining whether or not a newsgroup permits advertisements before posting.

Netiquette prohibits certain types of posts in most Usenet newsgroups. Types of prohibited posts include chain letters, pyramid schemes, encoded binary files, job offers or listings, and personal ads. You may post these types of message only in newsgroups that specifically permit them in the charter or FAQ (if any). You are responsible for determining whether or not a newsgroup permits a type of message before posting. You may not alter the headers of posts to Usenet to conceal their email address or to prevent Internet users from responding to posts, except by adding a clause or character to the email address or domain name to foil programs that gather email addresses from Usenet posts.

Only the poster of a Usenet article or us has the right to cancel the article. You may not use our resources to cancel articles that you did not post. The sole exception to this rule is for moderators of formally moderated newsgroups where the moderator of a newsgroup may not post any articles in a newsgroup he or she is moderating.

You may not attempt to “flood” or disrupt Usenet newsgroups. Disruption is defined as posting a large number of messages that contain no substantive content to a newsgroup to the extent that normal discussion in the group is significantly hindered. Examples of disruptive activities include posting multiple messages with no text in the body, or posting many follow-ups to messages with no new text.

You may not excessively post the same or similar article to multiple unrelated newsgroups.

6. WORLD WIDE WEB USAGE

You are solely responsible for the content of Web pages owned and/or operated by you. We reserve the right to block any servers at any time and for any reason.

We will investigate complaints regarding inappropriate material on Web pages within our domain and may, in our sole discretion, require that the material be removed or take action as outlined in Clause 8 below.

You may not use World Wide Web pages within or outside our domain to violate any part of the AUP, or to attempt to disrupt the pages or Internet experiences of other users.

7. INVESTIGATION

We have in place a procedure for handling your complaints about material stored and/or accessed via our service. If you wish to make such a complaint, please ensure that you make your complaint by email to abuse@tdmgroup.net. If you do not use this facility we cannot guarantee that your complaint will be dealt with promptly.

TDM Group Ltd reserves the right to investigate suspected violations of the AUP. When we become aware of possible violations, we may initiate an investigation, which may include gathering information from the user involved and the complaining party, if any, and examination of material on our servers. Much of the AUP reflect acts that may constitute breaches of United Kingdom legislation or regulations and may in some cases carry criminal liability.

During an investigation, we may suspend the account involved and/or remove the material involved from our servers. Such action may include temporary or permanent removal of material from our servers, the cancellation of newsgroup postings, warnings to the user responsible, and the suspension or termination of the account responsible. We will determine what action will be taken in response to a violation on a case-by-case basis.

The customer acknowledges that TDM Group Ltd may be required by current or future law or regulation, including but not limited to the Regulatory of Investigatory Powers Act 2000, to access, monitor, store, take copies of, or otherwise deal with the Customers data stored on or transmitted by the Service. Without limitation, you expressly authorise us to use your personal data and other account information in connection with any such investigation, including by disclosing it to any third party authority that we consider has a legitimate interest in any such investigation or its outcome.

TDM Group Ltd reserves the right to terminate the Service with immediate effect and without further obligation or liability to the Customers as required by any law enforcement organisation or by the Courts.

8. REGULATION OF INVESTIGATORY POWERS (RIP) ACT

TDM Group Ltd will take action to comply with the provisions contained in the RIP Act and any regulations enacted under it and shall fully co-operate with the UK authorities empowered under the Act.

Customer Complaint Process

Should you wish to raise a complaint regarding any aspect of our service please contact your Account Manager with details of the issue you have encountered. Your Account Manager will respond within five business days. If the solution offered does not satisfy your concern you can further escalate your complaint to the TDM Group Head of Operations, who will respond within a further five business days. Details of how to contact our Head of Operations can be obtained through our Service Desk – smartsupport@tdmgroup.net or +44 (0)845 077 3883