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Policies

Services Policy

During your Subscription Term, we provide the Services and make available to you subject to the terms of your agreement.

We shall use all reasonable endeavours to make the Services available 24 hours a day, seven days a week, except for:

  • planned maintenance which may be performed outside Normal Business Hours; and
  • unplanned maintenance which may be performed at any time, provided that the Supplier has used reasonable endeavours to give the Customer at least 6 Normal Business Hours’ notice in advance.

In the event that the Services are unavailable for any period of more than 36 hours no payment shall be due from you in respect of the period for which the Services are unavailable and any advance payment shall be refunded on a pro rata basis within ten days.

We will, as part of the Services and at no additional cost to you, provide you with our standard customer support services during Normal Business Hours in accordance with our Support Services Policy (see contract). We may amend the Support Services Policy subject to the written agreement of you, the Customer. You may purchase enhanced support services separately at our then current rates.

We shall ensure that it has the capacity to deliver Services to the full number of Authorised Users and to meet your requirements in respect of the volume of use of the Services.

Data Protection Policy

This privacy policy sets out how we use and protect any information that you give us when you use this website or any of our services.

We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website or our services you can be assured that it will only be used in accordance with this privacy statement.

What we collect

We may collect the following information:

  • Name, address and job title
  • Contact information, including email address
  • Demographic information such as your postcode
  • Other information relevant to customer surveys and/or offers

The data that we collect from you may be transferred to and stored within Microsoft Windows Azure cloud services, located in the Western Europe in the Netherlands. It may also be processed by staff operating within the European Economic Area ("EEA") who work for us or for one of our suppliers. Such staff may be engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of support services.

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • The provision of training and qualifications
  • Internal record keeping
  • Proof to responsible authorities of due diligence through the provision of training
  • To improve our products and services
  • To send promotional emails about new products, special offers or other information, which we think you may find useful or interesting using the email address which you have provided
  • To contact you for market research purposes. We may contact you by email, phone, fax or mail

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

Payment & Credit Cards

We do not store credit card details nor do we share customer details with any 3rd parties.

Support Service Policy

The following detailed service parameters are the responsibility of CPL Online in the ongoing support of this Agreement.

1.1. Service Scope

The following Services are covered by this Agreement;

  • Telephone support : 8:00 A.M. to 6:00 P.M. Monday - Friday
    - Calls received out of office hours will be forwarded to an answer phone service.
  • Email support: Monitored 8:00 A.M. to 6:00 P.M. Monday - Friday
    - Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day.
    - Email cover is provided on Saturday and Sunday.
  • Dedicated Project Manager: Available 9:00 A.M. to 6.00 P.M. Monday – Friday
    - Any calls/emails received when Dedicated Project Manager is out of the office will be passed to a senior member of staff and dealt with quickly.
  • Management report production
  • Management review (to include agenda topics , KPIs, budget control and % achievement)

1.2. Service Provider Requirements

CPL Online responsibilities and/or requirements in support of this Agreement include:

  • Meeting response times associated with service related incidents
  • Appropriate notification to Customer for all scheduled maintenance

In support of services outlined in this Agreement, CPL Online will respond to service-related incidents and/or requests submitted by the Customer within two hours.

Security Policy

Overview

This policy defines the Data Security Policy for data within the organisation and any data we hold for client’s organisations. Data is typically saved on servers but is not necessarily limited to servers. Servers expected to be backed up include the file server, the mail server, the web server and the database server.

Key Security Points

  • All servers are behind a managed Cisco firewall which is controlled by Rise.
  • To access the servers you need either a client VPN connection or Site 2 Site VPN
  • The only open ports are ports HTTP 80, HTTPS 443 for the web servers. The email server has ports SMTP 25, IMAP 143 and POP 110 to allow mail flow. The database server has no external access
  • The web servers are fully redundant if one was to fail
  • The servers are backed up fully each night to a repository server which only CPL has access to
  • The SLA from Rise is 99.9%
  • The data centre is manned 24/7 and has UPS and backup generators in place
  • Rise has 10GB internet connections and diverse routing to ensure that connectivity is not lost.

ESCROW Agreement

The licensees’ data will be released to the subjected licensee in the event of CPL Online becoming bankrupt; no information will be held by the licensor in the event of this happening.

Back Up Policy

Overview

This policy defines the backup policy for data within the organization. Data is typically saved on servers but is not necessarily limited to servers. Servers expected to be backed up include the file server, the mail server, the web server and the database server.

Purpose

This policy is designed to protect data in the organization to be sure it is not lost and can be recovered in the event of an equipment failure, intentional destruction of data, or disaster.

Scope

This policy applies to all data owned and used by the organization.

Definitions

  • Backup: the saving of data onto mass storage devices for the purpose of preventing loss of data in the event of equipment failure or destruction.
  • Restore: the process of bringing off line storage data back from the offline media and putting it on an online storage system such as a file server.

Timing

Full backups are performed daily.

Responsibility

The IT department manager shall delegate a member of the IT department to perform regular backups. The delegated person shall develop a procedure for testing backups and test the ability to restore data from backups on a monthly basis.

Data Backed Up

Data to be backed up include the following information:

  • User data stored on the hard drive
  • System state data
  • Web site files
  • Database backups

Systems to be backed up include but are not limited to:

  • File server
  • Mail server
  • Production web server
  • Production database server
  • Domain controllers
  • Test database server
  • Test web server

Storage Locations

Offline storage devices will be stored off site in a fire proof safe.