Internet America, Inc. ("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) content, application, service and device providers to develop, market and maintain Internet offerings.
Our Service and Performance
Internet America provides broadband, dial-up and other Internet services to business and residential customers. We use a variety of technologies to deliver broadband Internet access service, including fixed wireless point-to-point networks, DSL. We also deliver nonbroadband dial-up Internet service.
Our internal testing indicates that 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 also will be limited by in accordance with the service package to which a user subscribes and in accordance with our congestion management practices as described below. We run speed tests when we install service to our customers, and our policy is that installers must record a speed measurement of at least 80% of the upper limit of the customer's purchased speed package before finalizing installation. We provide this performance information to customers on request, and we also recommend speed test sites (such as http://speedtest.airmail.net/) to our customers so that they may monitor their broadband service at any time. We systemically monitor network performance to make sure that congestion is not excessive. We maintain less than [do we have a figure?] ms latency to our end users throughout our network, and actual latency is usually much less. As a result, our broadband Internet service is suitable for all real-time applications.
Congestion Management Practices
Providing quality broadband service requires that we take steps to provide reasonable management of our networks. 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 subject to our reasonable network management. The purposes for such management are to promote effective resource management and to optimize our networks.
We have congestion management techniques in place that are designed to reduce or eliminate congestion on our networks and to enhance quality of service for applications that require expedited treatment. Multiple users share upstream and downstream bandwidth on our networks. At times users place a disproportionate demand on the capabilities of our network, thus potentially degrading the experience of other users. In addition, certain applications require prioritization on our networks to promote quality of service Ð for example, real-time Voice over Internet Protocol. Our networks monitor quality-of-service flags placed on third-party applications, and we honor the prioritization of those applications. In accordance with our terms of service, we may need to shut down a customer's network connection or limit network traffic during an emergency outage or when traffic is degraded due to viruses, spam or malicious content. We reserve the right to take these steps under these circumstances. We also enforce anti-spoofing filtering, meaning that we will block traffic with invalid source addresses within our network.
Our congestion management techniques are triggered on a portion of our networks when we detect or are informed about spam, viruses, denial-of-service attacks, spoofing or other malicious content. The techniques are also triggered in the case of packet prioritization. Each situation is different, and we may address a problem in one or more of the following ways: informing the customer by phone (or email if available) about the problem, lowering the customer's bandwidth until the problem is resolved, shutting down a local area network or other means. In many cases, the end user's experience is unaffected, although in some instances customers may experience effects such as longer upload/download speeds. We use wireless systems that with congestion detection standards built in, such as 802.11(b, g and n) and Ethernet standards.
With the exception of SMB, which may be blocked depending on the access technology, we do not block or rate-control specific protocols or protocol ports, nor do we modify any protocol fields in ways not prescribed by the protocol standard. Except as provided herein, we do not address application-specific behavior in our network practices, although in accordance with our acceptable use policy, we reserve the right to block any ports to address problems, viruses, spam or malicious content. Except as provided herein, we don't inhibit or favor certain applications or classes of applications. In addition, customers in setting up wireless networks can themselves specify access levels for prioritization. We have no restrictions on the types of devices that may connect to our network or any approval procedures for devices to connect to our network. We may contact a customer if the equipment that they use to access our network causes problems on our network, but such problems are dealt with on a case-by-case basis.
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. With limited exceptions, our networks are continuously monitored and personnel are alerted in the event of defined security problems. Our radios use industry standard encryption, and our routers are password protected. Our tech support staff and network managers have secure access to security and protected network information. In general our security measures do not prevent end users from running a mail server or web server using their broadband connection, but we ask customers in advance if they intend to make such uses given the bandwidth required for these purposes.
Information about our pricing terms is available here and here. Different speed tiers are available for different levels of residential service, while business packages are tailored to individual business customers. We may at any time require prospective customers to submit a brief prequalification form that would allow them to access our price lists for different service tiers that are tailored to their geographic location. Our business customers receive price quotes that are tailored to their specific situation. At present, we have no usage-based fees other than fees for in-building collocation services and certain nonbandwidth charges, although we reserve the right to charge such fees in the future. Customers may be assessed fees for early termination of their contract or fees associated with the costs of lost or damaged CPE, as set forth in our terms of service.. We may charge fees for additional network services, such as for personal webspace. More information is available on our website.
Our service does not involve the inspection of network traffic through deep packet inspection, and we don't review user's content in connection with our network management practices. We review aggregated data to monitor traffic volumes and to enable us to provide service. We may perform statistical traffic modeling to derive usage statistics and other related information. Traffic information is stored for a limited period, but it is not provided to third parties or used for non-network management purposes.
If you have questions or complaints about our service, our technical support information can be found here: http://www.airmail.net/about-us/inve...-relations.php. When we receive complaints or questions, we open trouble tickets for incoming calls. These tickets are assigned to our network technicians. We make best efforts to resolve complaints expeditiously.
We reserve the right to make changes to our Open Internet policies. These changes will take effect when posted on our website.