Electric Lightwave Holdings, Inc. and its wholly owned subsidiaries (“Company”) is committed to providing high-quality Internet access services and is committed to being a responsible member of the Internet Community, including adhering to the “net neutrality” rules set forth by the Federal Communications Commission (FCC).
Transparent Network Management Practices
Company’s data network is designed to provide customers with highly reliable Internet access and data transmission services. Company has redundant data backbone facilities and equipment that instantly re-routes traffic in the event of a cable cut or other outage. We constantly manage our data network capacity to avoid blockages, measuring capacity utilization at each routing and switching node within our network. When peak utilization consistently exceeds fifty percent of capacity at a node, we augment capacity to prevent customers from experiencing blockages. In addition, we do not use our mass market Internet access products to dedicate capacity to individual customers.
Company has a 7x24x365 team of people who proactively monitor all network elements and services. The network monitoring team uses advanced industry tools to gain visibility to impairments, including services that may become impaired. These tools help us quickly identify deteriorating situations, so we are able to resolve problems before they become service impacting. Our fundamental network design and build strategy is aimed at avoiding blockages. It is important to note that Company has hundreds of peering partners. While data transmission over Company’s network is rarely subject to blocking, that is not necessarily true for the networks with which we interconnect. Consequently, customers may experience blockage due to congestion on an interconnecting carrier’s network. Company takes trouble reports and promptly investigates every instance where customers report blockage or other service issues. We continually seek out new peering partners to make data transmissions more efficient, and work with our existing peering partners to improve service.
No Blocking or Unreasonable Discrimination
Subject to our Acceptable Use Policy and Internet Access Policy, Company does not block or impose rate-controls for specific protocols, or restrict interconnection of specific network devices. Company’s policies addressing acceptable use, Internet access, end-user security, and privacy, can be found online at Public Information and Policies Overview. Complaints and net neutrality concerns can be directed to Company Customer Care.
Third Party Content or Edge Providers
Company recognizes its mass market Internet access customers may have interaction or commercial relationships with third party content, applications, service, and device or “edge providers.” The following disclosures apply to Company’s mass market Internet access customers and to third party edge providers:
Parties other than Company may offer and provide products and services on or through non-Company websites. Company is not responsible for the contents, links or privacy of any third party linked website. Company is not responsible for examining or evaluating, and Company does not warrant the offerings of, any third party businesses or individuals or the content of their websites. Company does not assume any responsibility or liability for the actions, products, and contents offered by third party content, applications, service, and device providers.
Mass Market Internet Access Services
Company’s mass market includes the businesses that purchase undifferentiated, standard, or un-negotiated, priced products and services from Company. With regard to fixed broadband Internet access service, these services include Broadband Internet Access and any bundling or packaging of these services.
Company’s mass market Internet access service is a best effort service delivered over bonded (Broadband Internet Access) ADSL2+ communication technology. ADSL2+ is a form of DSL in which the bandwidth available for downstream connection is significantly larger than for upstream. The data-rate of ADSL2+ depends on the length and technical characteristics of the line (e.g., gage of wire, presence of bridge taps, and other such features that affect the line characteristics) connecting the end-user to Company’s network serving office. ADSL2+ is an ITU (International Telecommunication Union) standard (see www.itu.int).
Some of our customers receive Internet access via CenturyLink’s (formerly Qwest) service. CenturyLink’s Internet service policies may be found here. If you are not sure whether your Internet access service is provided via CenturyLink, please contact your Company Customer Care representative.
Broadband Internet Access
Pricing for our services vary. Please contact us for detailed pricing information and any questions regarding pricing.
|Up to 5 Mbps / 2 Mbps||$79.95||$99.00|
|Up to 15 Mbps / 2 Mbps||$99.95||$99.00|
|Up to 25 Mbps / 2 Mbps||$109.95||$99.00|