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GetGo Code of Practice Regarding Complaint Handling and Dispute Resolution for Domestic and Small Business Customers
GetGo Technologies UK Limited ("GetGo") is a provider of phone conferencing and online meeting services registered in the United Kingdom, company number 06469720, and whose registered office is at Chalfont Park House, Chalfont Park, Gerrards Cross, Buckinghamshire, SL9 0DZ.
GetGo has published this Code of Practice for Complaint Handling and Dispute Resolution for Domestic and Small Business Customers ("Code of Practice") to provide information about how to obtain customer support and address customer concerns with its products or services. GetGo’s primary goal is to ensure your satisfaction with its products and services, and to address your concerns or complaints in a timely and fair manner. This Code of Practice represents GetGo's service commitment as a "Communications Provider" under the Communications Act 2003[, and has been reviewed by Ofcom for the purposes of section 52 of the Communications Act 2003.]
This Code of Practice was last updated on December 6, 2016, and is intended to be updated at least once every three months so that you have access to the most current information.
II. Contact Details
If you have a question about our services or this Code of Practice, please contact us at:
GetGo Technologies UK Limited
Chalfont Park House, Chalfont Park, Gerrards Cross, Bucks, SL9 0DZ
Telephone: +44 (0) 1753 482000
III. Terms and Conditions
GetGo is a provider of remote access, remote support, online meeting, and online meeting with integrated freephone audio conferencing services registered in the United Kingdom (company number 06469720). Subscribers with a computer and high-speed Internet access may sign up for our services within the United Kingdom. Once you sign up with GetGo, you will be able to use the services to which you subscribe. Integrated freephone audio conference calls using GetGo's services are charged based on the rates applicable to your service plan as set out in your contract.
The following are the key services we offer:
GoToMeeting: GoToMeeting is an online meeting service that integrates audio into a collaboration service and enables users to hold online meetings during which they can share documents, applications, and desktops remotely using the GoToMeeting web-based application. Please see www.gotomeeting.co.uk for further information.
GoToAssist: GoToAssist® is a remote-support screen sharing solution with advanced features that enables multi-agent support centres to provide remote support to their customers.
GoToMyPC: GoToMyPC is a remote access screen sharing tool that enables users to connect and control their computer from a remote desktop using any Internet connection.
GoToTraining: GoToTraining™ is an online training tool that enables users to hold interactive training sessions with customers and employees around the world. GoToTraining allows users to easily provide supplemental materials to the participants in the training sessions and to test their understanding.
GoToWebinar: GoToWebinar® is a service that allows users to conduct do-it-yourself webinars with up to 1,000 attendees online.
Plans: We offer a set of standard service plans that you may choose from. Standard plans will be charged at the fees published on our website. You may change your service plan at anytime online or by contacting Global Customer Support. You should contact Global Customer Support in the event you wish to terminate your account with us.
Offers: At times, GetGo might offer certain trial and/or promotional offers to subscribers. Any such trial and promotional offers may not be combined with any other coupons, credits, trials, promotions or any other discounts, and are limited to one per subscriber. All conditions applying to such offers will be published on our website. Please visit our website www.gotomeeting.com for the most up-to-date information on the services and products offered by GetGo in the United Kingdom. All of the services described on our website are available in the UK other than our HiDef services.
Emergency Call Services: You will not be able to access emergency call services including 999 and 112 using GetGo's services. You are required to read, understand, and accept our terms of service for emergency calling, as set out in Terms of Service before signing up as a subscriber. We do not currently collect your emergency location details.
Service Reliability: If you are using any of our services via the Internet and your broadband connection fails, your use of our services will fail. Your service may cease to function if there is a power cut or power failure. These failures may be caused by reasons outside our control.
Ability to Port Numbers: Please note that we do not provide you with the ability to port any number that we provide you as part of our services to any other service provider.
What Do Our Services Not Include: The following facilities and features are not available using our services: (i) access to a directory enquiry facility; (ii) access to operator assistance services; (iii) provision of a directory on request; (iv) special measures for end users with disabilities; and (v) the non-itemisation of calls that you make using our services and that are free of charge.
Access to Services
Any subscriber with a computer and high-speed Internet access may sign up for our services (as described above) within the United Kingdom. GetGo's services may also be accessed from outside of the United Kingdom by dialling the specific access numbers provided by GetGo for this purpose, or by accessing the services through the relevant product websites (that can all be accessed via www.citrixonline.com).
A subscriber is a registered user who pays a monthly, quarterly or annual recurring fee based on his/her selected plan. In order to sign up as a subscriber, you will need to order a plan from our relevant product website (that can be accessed via www.citrixonline.com), and provide the requested information, including billing information, or sign a contract offline with GetGo. On completion of the signup process, or on signing a contract, you will be provided with a subscriber account (with a username and password of your choosing). See the section, Our Services, for more information on the services you can receive as a subscriber.
The most current pricing information for our services is available on the Pricing and Plans and Pricing pages of our websites (www.gotomeeting.co.uk, www.gotomypc.co.uk, www.gotoassist.co.uk and www.gotomypc.co.uk). Our rates might differ based on the plan you select, or based on whether you are a regular subscriber or a special-offer subscriber. Subscribers to free or special offers might not have access to the full range of services available to regular, paid subscribers.
The pricing packages listed on our websites refer to the monthly, quarterly or annual recurring fee you will be charged as a subscriber.
The charges are exclusive of applicable taxes (including VAT at the then current UK VAT rate).
Please verify the information in your billing statements for accuracy as soon as the statements become available. In case of discrepancies or questions, please contact our Billing Support team at email@example.com within 30 days of receiving your statement. Except as specified in your contract or the applicable terms of service, we do not provide refunds for any of your service plan that you do not completely utilise. We have the right to charge interest on late payments and to terminate your account if you do not pay us despite being reminded (and the terms on which we can exercise these rights are set out in your contract and/or the applicable terms of service).
Contract Conditions - Minimum Contract Periods and Termination
If you entered into your contract with us online, the minimum contract period that applies to your contract is thirty days. If you entered into your contract with us offline (i.e. you entered into an enterprise contract), the minimum contract period that applies to your contract is set out in the order form that you signed with your contract.
You can cancel your contract with us by emailing firstname.lastname@example.org or by contacting or customer support team at email@example.com. No early termination fees will apply if you cancel your contract before the end of the minimum contract period.
IV. Customer Service
Keeping our subscribers satisfied is our primary focus. If you need help, the first place to start is the information and resources on our websites. If you still have questions, and would like to contact our Global Customer Support team, please email firstname.lastname@example.org. Our experienced Global Customer Support technicians will try to help you work through any issue that you have encountered.
Cancellation and Refunds
If you notice a discrepancy on your billing statement and have been overcharged based on an omission by GetGo, contact Global Customer Support to report the issue and obtain a refund. All monthly recurring payments are debited at the start of the monthly billing cycle and are not refundable. Please read our terms of service published on our website at wwwgotomeeting.com (by clicking on the 'Terms of Service' link on the footer of the relevant product page). To cancel services or initiate account termination, please contact our Global Customer Support department.
Complaints and Disputes
GetGo is committed to addressing issues and complaints in a fair and timely manner. Please contact our Global Customer Support team if you have a complaint about our products or services. We will log and track your complaint using our complaints process, and do our best to resolve problems to your satisfaction.
To report a complaint, contact us by email at email@example.com or write to us at Chalfont Park House, Chalfont Park, Gerrards Cross, Bucks, SL9 0DZ. When we receive your complaint, we will assign a tracking number to the complaint and work to remedy the issue.
If we have not resolved your complaint to your satisfaction after 8 weeks or if you have received a letter from us saying that your complaint has reached "deadlock", you may make a complaint through the Office of the Telecommunications Ombudsman (Otelo), an independent alternative dispute resolution (ADR) scheme. We can provide you with details of this service. Otelo will conduct a detailed case review and make an independent third-party decision or recommendation.
GetGo is a registered member of Otelo, a consumer dispute resolution service, which is approved by Ofcom to handle consumer disputes. Otelo’s contact information is as follows:
Office of the Telecommunications Ombudsman (Otelo)
PO Box 730
Phone: 0845 050 1614
Fax: 01925 430059
VI. How to obtain this Code of Practice
This Code of Practice is published on our website at www.citrixonline.com\Codeof Practice. We can also email copies of this Code of Practice, free of charge and if requested, to any of our domestic or small business customers. Please contact Global Customer Support to request an email copy.
VII. Additional Information
This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom’s Web site at http://www.ofcom.org.uk/telecoms/ioi/g_a_regime/gce/ccodes/ccodes.pdf
Ofcom’s contact information is as follows:
2a Southwark Bridge Road
Phone: 020 7981 3040
Fax: 020 7981 3333