InfoWest Open Internet Notice
Open Internet Principles of InfoWest, Inc
The Federal Communications Commission issued rules to preserve the Internet as an open platform. These rules went into effect on November 20, 2011 and can be found at this link: http://www.gpo.gov/fdsys/pkg/FR-2011-09-23/html/2011-24259.htm. All Internet service providers are required to post information regarding various issues so that consumers, both residential and business, can make informed choices about choosing an Internet service provider. This document contains information regarding our services and in compliance with the FCC’s rules. The policies contained herein serve as a supplement to the existing terms of service.
The FCC’s rules focus on four primary issues:
• Transparency. Fixed and mobile broadband providers must disclose the network management practices, performance characteristics, and terms and conditions of their broadband services;
• No blocking. Fixed broadband providers may not block lawful content, applications, services, or non-harmful devices; mobile broadband providers may not block lawful Web sites, or block applications that compete with their voice or video telephony services; and
• No unreasonable discrimination. Fixed broadband providers may not unreasonably discriminate in transmitting lawful network traffic.
• Reasonable network management. ISPs may engage in reasonable network management to maintain a high quality of service for broadband Internet access.
Network Practices
ISPs must disclose their network practices, specifically in the four general areas listed below. ISPs may not block lawful content, applications, services, or non-harmful
devices, subject to reasonable network management. An ISP may not block consumers
from accessing lawful Web sites, subject to reasonable network management; nor shall the ISP block applications that compete with the provider’s voice or video telephony services, subject to reasonable network management. ISPs may not unreasonably discriminate in transmitting lawful network traffic over a consumer’s broadband Internet access service, although, reasonable network management shall not constitute
unreasonable discrimination. The FCC’s rules state that a network management practice is reasonable if it is appropriate and tailored to achieving a legitimate network management purpose, taking into account the particular network architecture and technology of the broadband Internet access service.
Congestion Management
InfoWest does not employ specific network congestion management practices. By this we mean that InfoWest does not have automatic systems that make changes to network routing or individual customer bandwidth and/or latency based on network congestion.
InfoWest reserves the right to temporarily block or throttle internet traffic to customers who do not meet our acceptable use policy as outlined at http://www.infowest.com/about-us/terms-and-conditions/acceptable_use/
InfoWest publishes the usage limits (specified in gigabytes of data transfer per month) with each of its pricing and service descriptions on the InfoWest.com web site. Users who approach monthly usage limits will be warned by email, then again when they exceed the limits. InfoWest will lower rate limits by 50% for customers who exceed the usage limits, but does not charge additional fees for excess usage.
Application-Specific Behavior
InfoWest does not block or rate-control specific protocols or ports with the following exceptions:
• All port 25 SMTP connections to and from customers except those from customers who request SMTP connection access and that agree to abide by anti-spam laws and best practices.
• Other ports and services may be blocked as requested by the customer or to comply with legal requirements restricting malicious services.
• Customers may opt-in to have SPAM, email viruses, objectionable web sites and other services blocked for an additional fee. Optional filtering services are described at http://www.infowest.com/internet/other-services/
• A high priority feature is available to subscribers wishing to use Voice over IP (VoIP) services. This Quality Of Service (QOS) mechanism can be used to give priority to a specific class of traffic. Note that the QOS feature is used to prioritize a portion of the individual customer’s traffic over that same customer’s standard traffic. Priority traffic does not allow the customer to exceed the individual customer rate limit. Customers must specifically request this service by contacting support@InfoWest.com
Device Attachment Rules
The customer handoff from InfoWest is a standard 100Mb Ethernet connection. This may be connected to a customer’s computer or router. Devices connected to the network MUST NOT send Spanning Tree (STP), Rapid Spanning Tree (RSTP) or other types of Layer 2 network management protocols. Devices connected to the network MUST NOT send Layer 3 routing information such as OSPF, RIP, or BGP traffic to InfoWest equipment.
Security
InfoWest employs industry standard methods to ensure the privacy of its end users.
Performance Characteristics
ISPs must disclose the following network performance characteristics:
Service Description:
Fiber optic Internet: InfoWest provides fixed service over fiber-optic cable and copper facilities using Active Ethernet technologies. Speeds are available from 10M x 10M to 100M x 100M.
DSL: Digital subscriber line (DSL) speeds are available from 1.5M x 256k to 7M x 1.5M expected speed as described at http://www.infowest.com/internet/infowest-dsl/
Fixed Wireless: InfoWest provides fixed wireless Internet access based on 802.11 a,g,n standards that have been enhanced for fixed terrestrial wireless broadband service. In addition, InfoWest also provides service over licensed BRS wireless frequencies using DOCSIS standard cable modems. Expected access speed is at or better than specified in the service description at http://www.infowest.com/internet/infowest-wireless-broadband/
Speeds specified are configured as rate limits and are not in any way guaranteed. Service plans specifying a burst feature indicate that speeds in excess of the basic service rate may be available, but are not guaranteed. Latency from our network borders to customer locations is expected to be <60 ms but is not guaranteed.
All services should be acceptable for most real time applications, provided the application bandwidth requirements do not exceed the service plan rate limits.
Impact of Specialized Services:
• InfoWest provides VoIP services as described at http://www.infowest.com/residential-services/residential-phone-services/
InfoWest network management does not discriminate against or favor VoIP services from InfoWest any differently than those from other providers.
• IPTV services are available in limited areas we serve with fiber-to-the-home. We currently provide a dedicated Ethernet connection for IPTV separate from other Internet service in order to avoid network congestion on customer Internet circuits.
Commercial Terms
ISPs must disclose the commercial terms of its broadband Internet access service including those listed below.
Pricing:
Monthly prices, usage limits and other fees are described at http://www.infowest.com/ under the “Internet” heading.
Privacy Policies:
Network management practices do not routinely entail inspection of network traffic. Network traffic may be inspected as needed by InfoWest personnel in the ordinary course of diagnosing and correcting network issues. Network Traffic is not routinely stored or provided to outside parties. Network traffic may be captured, stored, or shared with equipment vendors for the purpose of diagnosing and repairing issues with network equipment or performance. The InfoWest Privacy Policy is published online at http://www.infowest.com/about-us/terms-and-conditions/privacy/
Redress Options:
InfoWest prides itself on providing quality customer service. InfoWest uses U.S. based, English speaking customer support for dispute resolution. InfoWest employs a full time technical support staff and world class Customer Relationship Management system to resolve any and all disputes.
InfoWest works hard to have a live person available to answer all phone calls. In the event that all phone lines are in use, customers are encouraged to leave voicemails that are attached to InfoWest’s ticketing system. All phone calls, voicemails and emails to InfoWest support generate a support ticket and case number. For any and all disputes, a specific case and case number are generated in InfoWest’s ticketing system.
Customers receive email notifications when a new case is generated, when cases are updated and when cases are resolved.
FCC Notice
If a customer believes that these open Internet rules are not being met, the customer may file an informal complaint at the Federal Communications Commission. The FCC urges customers to submit any complaints via its website at the following address: http://esupport.fcc.gov/complaints.htm. Customers may also file a formal complaint at the FCC using Part 76 of the Commission’s rules.
Additional Disclaimers
The Open Internet Rules, as adopted, and these Open Internet Principles are not intended to affect, alter or otherwise supersede the legal status of cooperative efforts by broadband Internet Access Service Providers and other service providers that are designed to curtail infringement in response to information provided by rights holders in a manner that is timely, effective, and accommodates the legitimate interests of the company, rights holders, and end users. Furthermore, the FCC’s Open Internet Rules, as adopted, and this company’s Open Internet Principles do not prohibit the company from making reasonable efforts to address the transfer of unlawful content or unlawful transfers of content. For additional information, please review the Acceptable Use Policy.
