Great American Broadband dba OnlyInternet ['Provider', 'we' or 'our'] provides the following disclosure regarding our network management practices, as well as the performance and commercial terms of our broadband Internet access service. This disclosure is provided to all 1) customers to make informed choices regarding their use of our services and 2) for content, application, service and device providers to develop, market, and maintain Internet offerings.
We use a variety of technologies to deliver broadband Internet access service to our business, residential and government customers. Our network includes a variety of unlicensed wireless, point-to-multipoint components using various wireless frequencies (900 MHz, 3.65 GHz, 5.2 GHz, 5.4 GHz, 5.8 GHz, 2.4 GHz). Portions of our network use fiber and cable.
Based on internal testing, a user's expected and actual access speed and latency will vary based on network conditions, congestion, other users on the network, the number of devices attached to an access point and other factors. Maximum speeds will be limited by factors such as distance, weather, excessive data usage and terrain as well as in accordance with our congestion management practices as described below. We describe many of our various service packages and speed tiers on our Website. In each instance, expected speed is 100% of the subscribed-for speed, and unless technical issues are present or when crowding issues are present, the actual speed is between 80%-100% of the top speed identified. Occasionally, degradations in service that are more significant are addressed within three business days after being notified service issues are present. Typical latency is approximately 40-60 ms in most instances between POPs, although if there is a technical issue with the network, latency may be higher until the problem is resolved.
At present, our network architecture does not support voice services, but we reserve the right to do so in the future.
Providing quality broadband service requires that we take steps to provide reasonable management of our network. Subject to reasonable network management, we do not block lawful content, applications, services or non-harmful devices, nor do we unreasonably discriminate in transmitting lawful network traffic over a consumer's broadband Internet access, again subject to our reasonable network management.
Unlicensed spectrum such as ours is shared among multiple users and technologies, and no single user can control or assure access to the spectrum. The purposes for our network management are to optimize the network and to handle congestion.
We have in place practices designed to reduce or eliminate congestion on our networks. Multiple users share upstream and downstream bandwidth on our networks. We apply congestion management techniques when users place a disproportionate demand on this bandwidth and on the capabilities of our network, thus potentially degrading the experience of other users. We have bandwidth monitoring tools that allow us to determine the amounts of data being used, downloaded and uploaded at our points of presence. We reserve the right at any time to monitor bandwidth, usage, transmissions, and content in order to, among other things, operate our service; identify violations of our acceptable use policy; and/or protect the network, our service and our customers.
Our congestion management techniques are triggered on a portion of our networks when our customers report a problem with their service or when automated control mechanisms identify increased demand. If a customer contacts us to report a slow response or service difficulties, we will analyze the situation. If traffic is preventing or unduly limiting service to the complaining customer, we will identify the traffic type and will temporarily suspend the offending user. These suspensions are limited and the length of the suspension varies depending on the amount of time it takes to resolve the congestion problem. We may also temporarily limit the amount of bandwidth being received. Typically on our networks these practices occur infrequently. Some traffic types like streaming video and large file downloads are subject to these practices. In many cases, the end user's experience is unaffected, although in some instances customers may experience service interruptions, reduced access to web pages or slower speeds.
We address application-specific behavior in our network practices. For example, we block certain protocols or protocol ports for the purpose of prohibiting spam and other malicious content. For example, consistent with industry standards, we block Port 25, Ports 135-139 and Port 445 for purposes such as preventing circumvention of network security measures (for example, through some types of file sharing) and preventing transmission of unsolicited emails, both knowingly and unknowingly, by an end user's computer. All inbound traffic is firewalled. To help protect our network we modify certain protocol fields through network address translation and cost of service manipulation. These processes either assigns to users dynamic IP addresses that are not publicly routable but permit the end user to open the connection to access the internet or adjusts cost of service parameters based on traffic types. More information is available in our IP Assignment Policy. We and many of our upstream service providers inhibit or favor certain applications or classes of applications to assist in improving consumer experience, but we don't support the use of voice service on our network. In addition, Virtual Private Networking (VPN) is not supported on our networks mainly due to network address translation.
We have no restrictions on the types of devices or any approval procedures for devices to connect to our network, except that we don't support web and email servers without separate agreements beyond our standard internet offering.
We take seriously our commitment to security of our network and of service to end users. To advance this goal, we engage in practices used to facilitate such security. For example, if a user tries to access an internal network or web server on an unapproved port, we will block such access and prohibit the user from accessing resources for a brief, limited period. The user will be notified accordingly via a flash page and will be given a telephone number to contact us. Our acceptable use policy also prohibits hacking, unauthorized access, unauthorized interference and other activities that would adversely impact the security of our networks. We also prohibit customers from running a server of any kind without our written consent; as a result, customers may not run mail, FTP, HTTP, IRC, DHCP or interactive multi-user forums without an agreement from us. In addition, we encourage all customers to secure and password-protect their equipment. We also may employ security filters to address anomalous traffic that we find during our regular monitoring of traffic flows. Finally, we may suspend or remove user accounts for any violation of our acceptable use policy, account Compromise, or for account inactivity.
Information about our pricing terms is available here. This list of pricing plans is not exclusive because we also tailor packages to certain users on a case-by-case basis. These pricing plans also are not available in all areas. Residential customers may not use residential services for any commercial purposes without our written consent. At present, we have no usage-based fees based on aggregate data downloads in a billing period, but we reserve the right to charge usage-based fees in the future. We charge fees for early termination in certain instances if provided for in our customer contract. Also at termination, end users must return to us any equipment we provide to them, and there may be charges associated - for example, if the equipment is not returned in working order. Depending on the terms of the contract, we may charge fees for additional network services (such as networking solutions).
While we do not routinely monitor the activity of individual service accounts, our service involves the inspection of network traffic to a limited extent. We may inspect traffic flow, including source and designation addresses, port numbers and accounts, to confirm that our network is running properly and to address issues of insufficient bandwidth or acceptable use policy violation. Such information is not stored, provided to third parties, or used for purposes other than network management. Otherwise, we do not inspect the content of traffic unless required by law.
If you have questions or complaints about our service, contact firstname.lastname@example.org, or call during regular business hours. Calls generally are addressed on a first-come, first-served basis, but calls may be prioritized differently depending on the nature of the issue - for example a localized outage. As provided by contract, some of our business customers may access an after-hours number for customer support.
We reserve the right to make changes to our Open Internet policies. These changes will take effect when posted on our website.
Last modified: August 8, 2013