KGI COMMUNICATIONS LLC (“KGI,” “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 KGI and how we manage our network for broadband internet access service (the “KGI Network”). This Open Internet Policy is a supplement to and is incorporated by reference in our KGI Service Agreement (“Service Agreement’”) (available at: https://kgicomm.com/service-agreement, and in the event of any inconsistency between this Open Internet Policy and the Service Agreement, this Open Internet Policy shall control.
KGI’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 KGI Network. Although we have engineered the KGI 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 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 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 KGI.
D. Paid Prioritization: We do not directly or indirectly favor some traffic over other traffic, including through 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 manage traffic.
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 KGI 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 KGI Network, we reserve the right to apply additional congestion management techniques.
F. Application-Specific Behavior: Subject to the qualification that KGI may reasonably limit or rate-control specific or classes of applications, or other specific protocols or protocol ports as set forth below, KGI 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 KGI Network to potential legal liability, harm the KGI Network or otherwise interfere with or impair the experience of other Customers on the KGI Network. The KGI Network may also not support certain high-bandwidth video and voice applications, or peer-to-peer applications that carry unlawful or harmful content/software.
G. Device Attachment Rules: Generally, you do not need approval to connect a third-party device to the KGI Network. KGI does not limit the types of devices that can be connected to the KGI Network, provided they are used for lawful purposes and do not harm the KGI Network, violate our Service Agreement, or harm other users of the Networks. However, if we determine, in our sole and reasonable discretion, that the connection of a particular type of device to the KGI Network negatively impacts other users or the KGI 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 KGI Network. If you need technical support services to assist you in the installation and configuration of third party devices, please contact us at email@example.com or (540) 709-7070. Depending on your level of Service and your Service Agreement, 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 KGI Network. We monitor the KGI Network for security threats and may prohibit certain activity on the KGI Network that we may deem, in our sole and reasonable discretion, poses a potential risk to the KGI 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 KGI 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 KGI 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 set forth in the Customer’s Service Agreement. Information is also publicized on the KGI Website (www.kgicomm.com).
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:
Details of all plans are available at https://kgicomm.com/residential-1
i. Gold Plus (up to 25 mbps).
ii. Gold Premium (up to 30 mbps).
iii. Platinum (up to 50 mbps).
iv. Platinum Premium (up to 100 mbps).
v. Diamond (up to 150 mbps).
For customized business plans, please contact us at (540) 709-7070 or fill out the form available at https://kgicomm.com/request-for-internet. See https://kgicomm.com/business for a list of various business pricing packages. Not all packages are available in all areas.
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 KGI’s broadband services at the same time.
Various Fees. We will assess the following fees for our Service, where applicable. Please see our Service Agreements for pricing details.
i. Installation Fees: Varies Depending on Equipment - see Installation Pricing
ii. Residential Equipment Control Fee: $12.00/month
iii. Business Equipment Control Fee: $20.00/month
iv. Equipment Repair/Replacement Fee: $200/each
v. Late Payment Fee: Charged immediately after due date - $20.00 per month delinquent
vi. Service Disconnect Date: 3 days after due date due to non-payment; Reconnect fee if service is restored
vii. Cancellation Fee: $80.00
viii. Early Termination Fee: Effective immediately at termination - $80.00
ix. Early Termination Fee for 2-year contract: Effective immediately at termination - 10% of total remaining months plus $80.00
xi. Reconnection Fee for Terminated Service Due to Non-Payment or service disconnect: $80.00
xii. Unreturned Equipment Fee: 30 days after cancellation - $350 or cost of Equipment, whichever is greater
xii. Credit card payment chargeback fee: $94.00
xiii. Restocking Fee: 30% of quoted install special order cancellations
xiv. CAN-SPAM Damage Resolution Fees: $4,000.00
C. Fees for Additional Services: A current description of the fees for additional network-related services can be found at the links below:
i. IT Support Services: details available at https://kgicomm.com/it-support-services-1
ii. Warranty and Upgrade Policy available at https://kgicomm.com/warranty%2Fupgrade-policy
E. Network Speeds: KGI offers a standard range of download speeds to residential Customers varying from 5 Mbps to 100 Mbps. The standard range of download speeds for business Customers is from 20 Mbps to 200 Mbps. The KGI Network is designed to support these speeds to help ensure that every Customer receives the speeds to which they have subscribed. KGI however cannot guarantee speeds at all times, as there are many factors and conditions beyond KGI’s control that can affect Internet performance. Some of these external factors and conditions are:
i. Performance of Customer computer and/or router
ii. Type of connection to Customer’s own equipment (i.e., Wi-Fi)
iii. Congestion of websites and services on the Internet
iv. Website or service limiting speeds on the Internet
v. Internet and equipment performance outside of the KGI Network
The KGI Services are advertised as “up to” certain speeds reflecting performance under ideal conditions. Without purchasing an expensive “dedicated” Internet connection, no Internet Service Provider can guarantee package speeds at all times.
F. Acceptable Use: As set forth in the Service Agreements, all of KGI’s service offerings are subject to the Acceptable Use Policy (“AUP”) section of the Service Agreements, which we may from time to time establish or revise. The AUP is available here: https://kgicomm.com/acceptable-use-policy.
H. Redress Options: KGI endeavors to respond to all Customer concerns and complaints in a timely and fair manner. We encourage Customers to contact us at (540) 709-7070 or firstname.lastname@example.org, or U.S. postal mail to discuss any complaints or concerns as they arise. Our postal address is 4485 Danube Drive, Suite 8A, King George, VA 22485.
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