Terms of Use

*See below for  General Customer Support Service Schedule for Edge by Ascential™ Digital Products

Terms of Use Last Updated: 10/25/2018

1. Introduction
1.1. This website (“the Website”) is operated by Ascential Group Limited, Company Number 9934451 ( incorporated in England & Wales) and whose registered address is at The Prow, 1 Wilder Walk, London W1B 5AP (“Ascential”, “we”,”us”,”our”).

1.2. Please read these Terms & Conditions carefully before using the Website. By accessing any part of the Website, you shall be deemed to have accepted these Terms & Conditions in full, regardless of whether or not you choose to register as a member on the Website. If you do not accept these Terms & Conditions, you must leave the Website immediately.

1.3. We may revise these Terms & Conditions at any time by posting an update on the Website. Your continued use of the Website after any such change constitutes your acceptance of the new Terms & Conditions and they shall be binding on you. You should therefore check the Website from time to time to review the then current Terms & Conditions. These Terms & Conditions were last updated in November 2012.


2. Disclaimer
2.1. Whilst we endeavour to ensure that the Website is normally available 24 hours a day, it shall not be liable if for any reason the Website is unavailable at any time or for any period. Access to the Website may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for any other reasonable cause.

2.2. You acknowledge that whilst we endeavour to ensure that information on the Website and any related material provided to you by us, whether by email or otherwise (“the Our Materials”)) is accurate and complete, it is provided only for general information, is not intended to address your particular requirements and does not constitute any form of advice or recommendation by us. You acknowledge that the Our Materials should not be relied upon by you in making (or refraining from making) any specific investment or other business or personal decisions and acknowledge that professional advice should be obtained before making any such decision. Finally, you acknowledge that some of the content may be supplied by third parties and the accuracy and completeness of it will not have been checked by us.

2.3. We will use reasonable endeavours to ensure that the Website and the Our Materials do not contain or promulgate any viruses or other malicious code. However, it is recommended that you should virus check all such materials and regularly check for the presence of viruses and other malicious code.


3. Use of Website Content
3.1. All intellectual property rights in the Our Materials are reserved by us or its licensors or users (as applicable).

3.2. You agree that in using the Our Materials you shall (except where otherwise agreed in writing with us) use them only in accordance with the following permitted uses:

i)viewing them on a computer screen and printing not more than one copy of them (and not further copying them);

ii) where and to the extent (only) that permission to download and store them is specifically granted in the relevant Our Materials (if at all), downloading and storing the content on the hard disk of your computer or portable media but not making any further transfer or copy of it; and

iii) making only such other use (if any) of them as may be specifically authorised in the Our Materials.

3.3. For the avoidance of doubt, you agree:

i) not to distribute, reproduce, modify, store, transfer or in any other way use any of the Our Materials (including as part of any database, library, news, information, archive, website or similar service) other than as set out above.

ii) not create a database (electronic or otherwise) that includes any Our Materials;

iii) not disseminate advertisements on the Website or use the Our Materials for any other commercial purposes (which would include using them to promote or encourage the sale of your goods/services);

iv) not transmit or re-circulate any Our Materials to any third party (unless specifically authorised to do so by Our);

v) not remove the copyright or trade mark notice(s) from the Our Materials;

vi) not disseminate any unsolicited or unauthorised advertising, promotional materials, “junk mail,” “spam,” “chain letters,” “pyramid schemes,” or any other form of solicitation;

vii) not disseminate any material which is or may infringe the rights (including intellectual property rights) of any third party or be unlawful, threatening, defamatory, obscene, indecent, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy, which may cause annoyance or inconvenience or may restrict or inhibit the use of the Website by any person or which constitutes or encourages conduct that may be considered a criminal offence or give rise to civil liability in any country in the world;

viii) not disseminate any material which does or may bring us or any of its brands or subsidiaries into dispute or in any way damage their reputation;

ix) not disseminate any material that may interrupt, damage, destroy or limit the functionality of any computer software or hardware or telecommunications equipment, including, without limitation, computer viruses, logic bombs, Trojan horses, worms, harmful components, corrupted data or other malicious software or harmful data; and

x) not post link(s) that take users to material that contravenes any of the above restrictions.

3.4. Additional terms may apply to:

i) any purchases you make through the Website;

ii) registration to the Website and/or any other email alert or other related services; and

iii) any promotion, competition or draw appearing on the Website.


4. Use of Software
4.1. Copyright in any software that is made available for download from the Website and/or Our Materials belongs to us or its suppliers. Your use of the software is governed by the terms of any licence agreement that may accompany or be included with it. Do not install or use any software unless you agree to such licence agreement.


5. User Generated Content
5.1. The pages of the Website where you are capable of posting content are provided for your private, non-commercial exchange of lawful, relevant, fair and appropriate information, opinions and comment. Use of the Website that is inconsistent with those stated purposes is strictly prohibited. By submitting any content to the Website, you:

i) grant us the right to use such content and all material embodied therein for any purposes including, without limitation, to edit, copy, reproduce, translate, disclose, post and/or remove such content from the Website and hereby waive all of the moral rights that you have under Chapter IV of the Copyright, Design and Patents Act 1988 in respect of any material you post to the Website;

ii) warrant to us that all such content complies with the provisions of Clause 3.2; and

iii) acknowledge that we may require you to confirm the above rights and warranties and agree to do so within 7 days of any request from us.

5.2. We reserve the right (but not the obligation) at its sole discretion to refuse or remove any content that is posted to, or available on, the Website without the need to give any reasons for doing so. However, we will not review the materials that you or anyone else makes to the Website and therefore, unless we are specifically notified of the nature of any item of content, you cannot assume that we are aware of it. If you object to the publication of any material placed on the Website please contact us using the contact details shown on the “Contact Us” section of the Website and we will take whatever action we deem appropriate.

5.3. We accept no responsibility for any statements, material or other submissions placed on the Website by users.


6. Links to and from other websites
6.1. Links on the Website to third party websites are provided solely for your convenience. If you use these links, you leave the Website. We have not reviewed these third party websites and does not control and is not responsible for these websites or their content or availability. We therefore do not endorse or make any representations about them, or any material found on them, or any results that may be obtained from using them. If you decide to access any of the third party websites linked to the Website, you do so entirely at your own risk.

6.2. You may link to the home page of the Website but strictly only on the basis that you do not replicate the home page of the Website, and subject to the following conditions:

i) you do not create a frame or any other browser or border environment around the Website;

ii) you do not in any way imply any endorsement by us other than with its written consent or misrepresent your relationship with us;

iii) you do not use any logos or trade marks displayed on the Website without our express written permission;

iv) you do not link from a website that is not owned by you; and

v) your website does not contain content that is distasteful, offensive or controversial, that infringes any intellectual property rights or other rights of any other person or otherwise does not comply with all applicable laws and regulations.

6.3. You may link to other pages of the Website only with our prior written consent of and subject always to the obligations set out in Clause 6.2. If you wish to do so, please contact us using the contact details shown on the “Contact Us” section of the Website.


7. Registration
7.1. To access certain parts of the Website, we may require you to register and provide certain information about yourself. Such registration shall be subject to specific terms of registration. When you register you also agree to:

7.2. provide true, accurate, current and complete information about yourself as prompted by the relevant registration form (such information being the “Registration Data”); and

7.3. contact us using the “Contact Us” section of the Website in the event that you wish to update your Registration Data.

7.4. Where you register on the Website, you will be allocated a user name and password. These account details must be used solely by you; sharing your user name and password with any other person or making it available to multiple users on a network is strictly prohibited. Accordingly, you agree to:

i) maintain the security of your user name and password and be fully responsible for all use of the Website made using your user name and password;

ii) immediately notify us if you become aware of any unauthorised use of your user name and password or any other breach of security by sending an appropriately worded email to security@ascential.com; and

iii) ensure that you exit from your website account at the end of each session.

iv) We cannot and will not be liable for any losses, damages or costs arising from your failure to comply with these requirements.


8. Trade Marks
8.1 All our trade marks (whether registered or unregistered) and graphics, logos, designs, page headers and button icons are our intellectual property and neither they nor any confusingly similar versions may be used by you including (but not limited to) as part of any trade marks and/or domain names without the prior written consent of us other than for the purpose of referring to us and our associated brands lawfully and in good faith (only).


9. Suspension of access to the Website and User Indemnities
9.1. If, for any reason, we believe that you have not complied with any of these Terms & Conditions it may, at its sole discretion, cancel your access to the registration sections of the Website immediately and without giving you any advance notice.

9.2. Without prejudice to the provisions of Clause 9.1, you agree to compensate us in respect of any claims, losses, expenses and/or liabilities (including legal fees) which arise from your use of the Website and/or the Our Materials (or by a third party using your user name and password) including in particular (but not limited to) any statements, contributions or other content posted on the Website or any breach of Clause 3.2.


10. Limitation of Liability
10.1. We will not be liable to you for any loss or damage caused by us or its employees or sub-contractors in circumstances where:

i) there is no breach of a legal duty of care owed to you by us (or its employees or sub-contractors); or

ii) such loss or damage is not a reasonably foreseeable result of any such breach; or

iii) in respect of any increase in the loss or damage resulting from your actions.

10.2. Without prejudice to Clause 10.1 but subject to Clause 10.3, any of our liability arising in respect of your use of the Website and/or the Our Materials (whether in tort, contract or otherwise) shall be limited in aggregate to five hundred pounds sterling (£500) per event unless otherwise agreed in writing between us.

10.3. Nothing in these Terms & Conditions shall exclude or limit our liability for:

i) death or personal injury caused by our negligence and/or our employees negligence; or

ii) fraudulent misrepresentation by us and/or our employees.


11. Privacy and Cookies Policy
11.1 The provision of personal information by you and use of it and cookies by us is subject to our Privacy and Cookies Policy available as a link to this Website.


12. General
12.1 In the event that any provision of these Terms & Conditions is held to be invalid or unenforceable, the remainder of the.se Terms & Conditions shall remain valid and enforceable.

12.2. These Terms & Conditions shall be governed by the laws of England and Wales and the courts of England and Wales shall have exclusive jurisdiction.

12.3. Please note your calls to us may be recorded for training and quality control purposes.

General Customer Support Service Schedule for Edge by Ascential™ Digital Products


Below  are our General Customer Support Services Schedule for the Edge by Ascential™ Digital Products (e.g. Digital Shelf, Market Share, and Price + Promo). Where, as part of a Contract, we provide Digital Services, the support services below (“Support Services”) currently apply to the Edge by Ascential platform (“Platform”) and the data within the platform. Support Services include general user queries about using the Edge by Ascential platform to which they’ve subscribed, reports of issues with the service including ticket types. 

Service Objectives and Measurements

Support Service Hours

Edge support is  available from 9:00 AM to 19:00 PM, in the local time zones across Asia, Europe and USA, Monday through Friday, except when the Edge Support Offices  are closed due to holidays, administrative closings, or inclement weather. A service can be requested or an Incident reported by by the Web Service Portal at any time. Incidents reported or services requested outside the working hours will be counted as received on the next scheduled working day.

Service Availability

Edge will seek 99 % availability during working hours on an annual basis for the interfaces to the Web Service Portal for Customers to report an incident or request a service at working times. 

“Availability” as used in this SLA means that the Web Service Portals is available and working without material functional degradation, and that application response time performance allows for commercially reasonable productive use of the portal.  Availability shall be measured at the point where the portal services are made available on the Internet from Edge by Ascential’s hosted data center(s), and does not include outages caused by the Customer or by third-party Internet transport providers. Availability shall be measured exclusive of (i) pre-scheduled maintenance periods and (ii) events beyond Edge by Ascential’s reasonable control. 

Contacting Edge Support

Scheduled Processing

All the service requests made by users will be managed according the Support Edge Request Process 
The first-line support is the entry point for all requests. Users can request service or report an Incident by using the Web Portal located at https://help.ascentialedge.com

Support Service Performance

The Target Response Time resolution time for each Incident or Service Request depends on its Priority as determined by the Edge by Ascential Customer Support team. 

Table 3. Target response times by Priorities.


  • Target Response Time- means that the Edge by Ascential Customer Support team seeks to acknowledge Customer reports within the time period specified indicating the priority assigned.  Where known, we will also provide an estimated resolution time for the issue.
  • Reclassification. The initial classification for an issue may be changed by the Edge by Ascential Customer Support team. The significance of an issue may be affected by a change of circumstance, availability of new information or the work of either party. 

Customer responsibilities

Assisting the Support Service: Customer should promptly provide the Edge by Ascential Customer Support team with relevant information as may be requested to assist with resolution of an issue, and time spent in this process may increase the resolution timeframe. A request shall deemed to be closed and resolved if the Customer does not provide required information within a reasonable time.

The Edge by Ascential Customer Support team may modify all or part of this SLA at its discretion.  Updates and changes will be effective when posted on our website.