Open Internet Compliance Orders

Open Internet Principles of REACH4 Communications

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: REACH4 Communications monitors its network with the goal of providing all customers full access to all lawful content, applications, and services that customers seek on the Internet. REACH4 Communications continually upgrades its network infrastructure, bandwidth capacity, and customer premise equipment to alleviate network congestion. Congestion typically occurs at the wireless access point. To alleviate congestion, REACH4 Communications limits over-subscription rates and bandwidth package offerings based on the capacity of each wireless access point. Once an access point meets capacity limitations, REACH4 Communications adds additional wireless access points to increase bandwidth and distribute bandwidth across multiple access points.

Traffic subject to congestion management practices:

All traffic is treated equally and subject to congestion management practices regardless of content or service.

Purposes served by congestion management practices:

To provide all customers reliable internet access during peak usage hours.

Criteria used in determining congestion management practices:

REACH4 Communication uses monitoring software to graph and record bandwidth throughput at each access point.  Once an access point reaches its bandwidth capacity threshold, an automatic notification is generated. Typical network congestion occurs during peak usage hours of 7:00 PM to 10:00 PM.

Usage limits:

At this time, REACH4 Communications does not limit bandwidth usage.

Application-Specific Behavior:  REACH4 Communications does not block internet traffic regardless of protocols, applications, ports, or devices except to protect the network and customers.

Device Attachment Rules: REACH4 Communications has no restrictions on types of devices.

Security: REACH4 Communications uses various tools and methods to protect the security of its network and, in turn, its customers. REACH4 Communications has implemented several network-based security tools designed to identify and block malicious activity. REACH4 Communications monitors for unusual login, firewall, and other specific malicious network activity on its network. REACH4 Communications employs various practices which include temporarily blocking certain traffic if malicious activity is detected, if traffic volumes exceed certain baseline metrics, if the source of the traffic is potentially harmful to its customers, or if traffic is known to be associated with illegal behavior. REACH4 Communications may block specific ports, Internet Protocol addresses, and cancel or suspend customer accounts used to host malicious websites, send phishers or spam, launch malicious attacks, or attempt to steal customer information. In order to maintain the integrity of its network and security programs, REACH4 Communications does not disclose the specific details about its security tools and methods.

Disruptions: REACH4 does not guarantee uninterrupted service. REACH4 will not and cannot be responsible for any disruption of service due to power outages, equipment malfunctions, customer-induced issues, or any natural or unnatural causes beyond REACH4 Communications’ control. REACH4 Communications will make every reasonable effort to restore service as quickly as possible. REACH4 Communications does not guarantee a refund or service credit for loss of service. The Subscriber acknowledges and agrees that the service is not intended to be, and will not be used as, your primary or “life-line” telecommunications service.

Performance Characteristics

ISPs must disclose the following network performance characteristics:

Service Description:

 Technology:

REACH4 Communications provides fixed wireless broadband service using unlicensed frequencies. Broadband service is delivered via a network of access points and backhaul radios installed on various towers. Customer premise equipment sends and receives internet from the access point on the tower.

Access Speed and Latency:

All REACH4 Communications service offerings are described as “best-effort” and are not guaranteed. Actual bandwidth availability for any customer may vary depending on peak usage times, access point capacity, and customer owned equipment. All REACH4 Communications service offerings are set to the stated service offering speeds purchased by a customer with a 10-second speed burst. Once a customer begins downloading/uploading data, the customer will experience a bandwidth speed burst of 1.5 times faster than the stated service offering for the first 10 seconds. After 10 seconds, a customer’s bandwidth will then revert to the speed of the purchased service offering. Once a customer stops downloading/uploading data, the session will reset and the 10-second speed burst will be available for the next download/upload request.

Latency on REACH4 Communications’ wireless network is well below 100ms at all times with normal ranges between 30-40 ms. Latency is dependent on the type and number of customer owned equipment, peak usage times, and temporary external interference.

Suitable applications:

REACH4 Communications fixed wireless broadband service is suitable for real time applications such as VOIP, Gaming, Remote desktop, VPN, etc.

Impact of Specialized Services: REACH4 Communication is a VoIP service reseller. Except for VOIP service, REACH4 Communications does not provide any other specialized service. VOIP bandwidth is shared with other devices on a customer’s purchased internet package. A customer’s broadband internet access may be affected while using their VOIP service.

Commercial Terms

ISPs must disclose the commercial terms of its broadband Internet access service including those listed below.

Pricing: REACH4 will only install internet service after our technicians have determined that the signal quality is adequate. Service availability is subject to signal quality, terrain, physical obstruction, and local interference.

Pricing for Acadia and surrounding parishes:

All pricing below includes a $15.00 per month equipment rental fee including but not  limited to the CPE, power supply, surge suppressor, switch, power strip, etc., up to but not including the customer-owned router. All rented equipment remains the property of REACH4 Communications.

Residential Business
Price Speed Down/Up Price  Speed

Down/Up

Non-LOS* Equipment Only Non-LOS* Equipment  Only
$45.00 384K/128K $59.95 768K/256K
$49.95 768K/256K $79.95 1.5M/384K
$59.95 1M/384K LOS* Equipment
LOS* Equipment $99.95 3M/1M
$79.95 2M/512K $129.95 5M/1.5M
$89.95 3M/1M $199.95 10M/2M
$99.95 5M/1.5M $224.95 10M/3M
$129.95 7M/1.5M $249.95 10M/4M
$139.95 7M/2M
$159.95 7M/3M
$179.95 7M/4M
$149.95 10M/2M
$169.95 10M/3M
$189.95 10M/4M

*LOS = Line of Sight to tower.

Pricing for Washington Parish and surrounding areas:

Residential Only

Price Speed

Down / Up

Non-LOS* Equipment
$49.99 384K/128K
$59.99 512K/128K
$79.99 768K/128K
$99.99 1M/128K
$114.99 1M/384k
LOS* Equipment
$119.99 1.5M/384k
$129.99 2M/512k
$139.99 3M/1M
$149.99 5M/1.5M
$159.99 10M/2M

Additional Fees:

  • $150.00 Standard Installation Fee (required and non-refundable)
  • $75.00 Installing cable through attic and interior wall (optional and in addition to standard installation fee)
  • $10.00 Static public IP Address (monthly – may be required for VPN, business, remote video, gaming, etc.)

 

Lease Period: The lease period shall commence when this Agreement has been duly signed on behalf of subscriber and REACH4 Communications, the amount indicated as due in advanced has been paid, and the equipment installed.  The lease period will be for 24 months unless expressly written otherwise.

Terms of Payment:  All rent and other service charges are billable in advance and due upon receipt.  A late charge of 5% of the unpaid balance or a minimum of $5.00 will be charged on all accounts not paid by the 10th of the current month.  If payments are not received by the 25th of the month, REACH4 Communications may suspend service without further notice.  Restoration of service shall be subject to payment by the subscriber of all amounts in arrears plus a $25.00 reconnect fee.

Notice about electronic check conversion:  When you provide a check as payment, you authorize REACH4 either to use information from your check to make a one-time electronic fund transfer from your account or to process the payment as a check transaction.  When REACH4 Communications uses information from your check to make an electronic fund transfer, funds may be withdrawn from your account as soon as the same day payment is received and you will not receive your check back from your financial institution.

Early Termination Fee: To cancel service prior to the end of this agreement term, the subscriber must provide REACH4 Communications 30 days advance notice of cancellation. Subscriber is subject to a $150 early cancellation fee. Should the service degrade beyond REACH4 Communications’ control and REACH4 Communications is unable to restore service, then REACH4 Communications will waive the contract and will not charge an early termination fee.  All installation and past service fees are non-refundable.

Return of rented items:  Upon termination of this Agreement, REACH4 Communications or any of its agents will retrieve rented items and subscriber shall immediately return all rented items not retrieved to a place designated by REACH4 Communications during normal business hours. REACH4 Communications reserves the right to retrieve rented items at any time.

Rented equipment:  Subscriber assumes full responsibility for loss of or damage to REACH4 Communications equipment in its possession.  Subscriber agrees to pay REACH4 Communications the replacement cost or repair cost of rented equipment.  It is the Subscriber’s responsibility to bring the equipment in need of repair to the REACH4 Communications.  Rented equipment includes but is not limited to CPE, power supply, surge suppressor, switch, power strip, etc., up to but not including the customer-owned router.

Equipment insurance: Monthly insurance is available on select items purchased from REACH4 Communications. Insurance must be taken at the time of purchase. Insured items must be returned to REACH4 Communications before a replacement is issued. On site replacement is NOT included as part of this insurance policy.

Taxes, fees, & other assessments:  Subscriber is fully responsible for all federal, state and local taxes, fees, surcharges, and other assessments that are imposed on the services and equipment.  This Agreement sets forth the entire agreement of the parties and may be amended only in writing signed by the party to be bound thereby.  Failure to pay any charge due REACH4 Communications or to return to REACH4 Communications’ equipment shall entitle REACH4 Communications to take legal action to recover the same, and Subscriber be liable for and shall pay REACH4 Communications (i) all expensed incurred in connection with collection of all amounts in arrears and (ii) reasonable attorney fees of 25% of the balance owed to REACH4 Communications

Privacy Policies: No customer browsing information is stored. We do not perform deep packet inspection. No information is provided to third parties.

Redress Options: REACH4 COMMUNICATIONS will expeditiously address all customer complaints. Customers can contact our office by phone at (337) 783-3736 or (985) 205-1805 or may send email to customerservice@reach4com.com.

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.