Open Internet Policy
Valnet Holdings, LLC Edited March 20, 2019
Valnet Holdings, LLC (“Valnet,” “we,” “our,” or “us”) is committed to an open Internet and supports the following Net Neutrality principles:
NO Blocking of Internet content, subject to reasonable network management as described below
NO Throttling of Internet content, subject to reasonable network management as described below
NO Unreasonable Discrimination
NO Paid Prioritization of Internet content
Freedom of Customers to access lawful content
Freedom of Customers to use non-harmful applications of their choice
Freedom of Customers to attach non-harmful personal devices
This Open Internet Policy sets forth certain information regarding the policies and practices of Valnet and how we manage our network for broadband internet access service (the “Valnet Network”). This Open Internet Policy is a supplement to and is incorporated by reference in our Terms of Service (“Service Agreement’”) (available at http://valnet.net/Documents/terms_of_service.pdf), and in the event of any inconsistency between this Open Internet Policy and the Service Agreement, this Open Internet Policy shall control.
Valnet’s broadband access service is primarily a fixed wireless service (“Service”). Generally, given the nature of fixed wireless services, certain circumstances may affect the speed and quality of the Service, including but not limited to foliage, line-of-sight obstructions, the distance between a Customer’s premises and the transmission point, as well as the Customer’s connection of multiple devices to the Valnet Network. Although we have engineered the Valnet Network to provide consistent high-speed data services, some network management for these scenarios is required, because very heavy data usage by even a few customers at times and places of competing for network demands can affect the performance of all Customers.
I. NETWORK MANAGEMENT PRACTICES
A. Blocking: Other than reasonable network management practices disclosed below, we do not block or otherwise prevent a Customer from lawful content.
B. Throttling: Other than reasonable network management practices disclosed below, we do not throttle or otherwise degrade or impair access to lawful Internet traffic on the basis of content, application, service, user, or use of a non-harmful device.
C. Affiliated Prioritization: We do not directly or indirectly favor some traffic over other traffic, including through the use of techniques such as traffic shaping, prioritization, or resource reservation, to benefit any of our affiliates, defined as an entity that controls, is controlled by, or is under common control with Valnet.
D. Paid Prioritization: We do not directly or indirectly favor some traffic over other traffic, including through the use of techniques such as traffic shaping, prioritization, or resource reservation, in exchange for consideration, monetary or otherwise.
i. We may also use specific traffic shaping software in order to ensure fair distribution of resources among all Customers.
ii. We may also conduct deep packet inspection (“DPI”), which is a type of filtering that will examine the data and/or header part of Internet traffic for viruses, spam, intrusions, or protocol non-compliance that may harm the Valnet Network; to determine the routing of Internet traffic; for internal statistical and performance purposes; for lawful intercept capabilities, and/or enforcement of our Service Agreement. We do not use DPI to conduct data mining for targeted marketing or advertising or anti-competitive purposes.
iii. If we determine, in our sole and reasonable discretion, that the manner in which a Customer is using the Service negatively impacts other Customers or the Valnet Network, we reserve the right to apply additional congestion management techniques.
F. Application-Specific Behavior: Subject to the qualification that Valnet may reasonably limit or rate-control specific or classes of applications, or other specific protocols or protocol ports as set forth below, Valnet generally treats all lawful applications identically. However, we reserve the right to block or limit access to any applications, ports or protocols that we determine, in our sole and reasonable discretion, may expose the Valnet Network to potential legal liability, harm the Valnet Network or otherwise interfere with or impair the experience of other Customers on the Valnet Network. The Valnet Network may also not support certain high-bandwidth video and voice applications, or peer-to-peer applications that carry unlawful or harmful content/software. Valnet blocks outbound SMTP (TCP/25) to prevent Customers’ equipment which may be infected with malicious software from sending abusive mail. Customers may request exceptions to specific receiving service by opening a support ticket.
G. Device Attachment Rules: Generally, you do not need the approval to connect a third-party device to the Valnet Network. Valnet does not limit the types of devices that can be connected to the Valnet Network, provided they are used for lawful purposes and do not harm the Valnet Network, violate our Service Agreement, or harm other users of the Network. However, if we determine, in our sole and reasonable discretion, that the connection of a particular type of device to the Valnet Network negatively impacts other users or the Valnet Network, or may expose us to potential legal liability, we reserve the right to limit or restrict Customers’ ability to connect such type of device to the Valnet Network. If you need technical support services to assist you in the installation and configuration of third-party devices, please contact us or visit https://support.valnet.net. Depending on your level of Service, there may be an additional monthly fee for IT support services.
H. Security: We have taken reasonable physical, technical and administrative safeguards to protect the integrity and operations of the Valnet Network. We monitor the Valnet Network for security threats and may prohibit certain activity on the Valnet Network that we may deem, in our sole and reasonable discretion, poses a potential risk to the Valnet Network or to other Customers. Triggering conditions include but are not limited to denial of service activity, IP address or port scanning, excessive account login failures; or certain Internet addresses that are disruptive, malicious and typically persistent. If we notice excessive Customer connections, including but not limited to Wi-Fi connections, that are harmful or are commonly used to disrupt the normal use of the Valnet Network or use by other Customers, we will attempt to notify the Customer to work collaboratively to remedy the issue to the extent possible; however, we reserve the right as a reasonable security practice, without advance notice, to block any Customer traffic, ports, protocols, devices, or applications (such as peer-to-peer applications that may carry malicious software or are known to be problematic) that we determine, in our sole and reasonable discretion, may cause harm to the Valnet Network or to other Customers, or may expose us to potential legal liability.
II. PERFORMANCE CHARACTERISTICS AND COMMERCIAL TERMS
Specific Service fees and rates for an individual Customer is publicized on the Valnet Website.
A. Service Description and Pricing: Links to a current description of the categories of Internet access service offered to residential and business customers are available here, including pricing, expected and actual access speed and latency, and the suitability of the service for real-time applications:
i. G3 Basic, details available at http://www.valnet.net/services/
ii. G3 Enhanced, details available at http://www.valnet.net/services/
iii. G3 Advanced, details available at http://www.valnet.net/services/
iv. G4 Starter, details available at http://www.valnet.net/services/
v. G4 Basic, details available at http://www.valnet.net/services/
vi. G4 Enhanced, details available at http://www.valnet.net/services/
vii. G4 Advanced, details available at http://www.valnet.net/services/
viii. G+ Essential, details available at http://www.valnet.net/services/
ix. G+ Choice, details available at http://www.valnet.net/services/
x. G+ Blast, details available at http://www.valnet.net/services/
xi. G+ ProGame, details available at http://www.valnet.net/services/
xii. G+ Beam, details available at http://www.valnet.net/services/
xiv. AIA Broadband, details available at http://www.valnet.net/services/
xv. 56K Dialup, details available at http://www.valnet.net/services/
i. G4 Business Basic, details available at http://www.valnet.net/services/
ii. G4 Business Enhanced, details available at http://www.valnet.net/services/
iii. G4 Business Advanced, details available at http://www.valnet.net/services/
iv. DSL, details available at http://www.valnet.net/services/
v. AIA Broadband, details available at http://www.valnet.net/services/
B. Impact of Non-Broadband Internet Access Service Data Services (also known as “Specialized Services”): We do not offer data-related Specialized Services to Customers that will affect the last-mile capacity available for, and the performance of, our broadband Internet access Service offering. However, there may be a temporary slowing of Internet speed when using any of Valnet’s broadband and VoIP services at the same time.
C. Various Fees. We will assess the following fees for our Service, where applicable. Please see our Service Agreements for pricing details.
i. Installation Fee: i. $99.95 Standard Installation
ii. $159.95 Custom Installation
iii. $129.95 Business Installation
ii. Equipment Rental/Lease Fee:
i. G3 Equipment – $9.95 Monthly
ii. G4 Equipment – $14.95 Monthly
iii. Equipment Repair/Replacement Fee: G3/G4 Equipment: $299.95
1. Equipment Repair/Replacement fee does not apply to Rental Equipment unless equipment is damaged due to customer negligence.
iii. Late Fee: i. Residential and Business Accounts exceeding 7 days past due are assessed a $25 late fee
ii. MIS Accounts exceeding 30 days past due are assessed a 3% late fee.
iv. Cancellation Fee: None
v. Early Termination Fee: i. Residential and Business Wireless (G3/G4): $199 if applicable.
vi. Reconnection Fee for Terminated Service Due to Non-Payment: $35.00
vii. Service Change Fee: None
viii. ACH Overdrawn Check Fee: $35.00
ix. US Postal/Paper Bill Fee: $2.50
x. CAN-SPAM Damage Resolution Fees: PER INCIDENT
xi. Regulatory Compliance Fee: $1.21
D. Fees for Additional Services: A current description of the fees for additional network-related services can be found at the links below:
i. Colocation: details available at http://www.valnet.net/services/
ii. Web Hosting: details available at http://www.valnet.net/services/
iii. WiFi: details available at http://www.valnet.net/services/
iv. VoIP: details available at http://www.valnet.net/services/
v. Cloud Sync: details available at http://www.valnet.net/services/
vi. Cloud Backup: details available at http://www.valnet.net/services/
E. Network Speeds: Valnet currently offers a standard range of download speeds to residential Customers varying from 1.5 Mbps to 25 Mbps. The standard range of download speeds for business Customers is from 10 Mbps to 30 Mbps. The Valnet Network is designed to support these speeds to help ensure that every Customer receives the speeds to which they have subscribed. Valnet, however, cannot guarantee speeds at all times, as there are many factors and conditions beyond Valnet’s control that can affect Internet performance. Some of these external factors and conditions are:
i. Performance of Subscriber computer and/or router
ii. Type of connection to the Subscriber’s own equipment (i.e., Wi-Fi)
iii. Congestion of websites and services on Internet
iv. Website or service limiting speeds on the Internet
v. Internet and equipment performance outside of the Valnet Network
vi. External Radio Frequency (RF) Interference beyond Valnet’s control
H. Redress Options: Valnet endeavors to respond to all customer concerns and complaints in a timely and fair manner. We encourage Customers to contact us at 888-332-1616, or email@example.com, or U.S. postal mail to discuss any complaints or concerns as they arise. Our postal address is 6670 S. Lewis Ave, Suite #204, Tulsa, OK 74136.
I. Disputes and Arbitration: The Service Agreement requires the use of arbitration to resolve disputes and otherwise limits the remedies available to Customers in the event of a dispute.
III. FCC REQUIREMENTS AND COMPLAINT PROCESS
The Federal Communications Commission (“FCC”) has adopted rules to preserve the Internet as an open platform (“Rules”). Information regarding these Rules is available on the FCC’s website at https://www.fcc.gov/restoring-internet-freedom. If a Customer believes that we are not in compliance with the FCC’s rules, the Customer may file an informal complaint with the FCC. The FCC urges customers to submit any complaints via its website at the following address: https://consumercomplaints.fcc.gov/hc/en-us.
IV. ADDITIONAL DISCLAIMERS