Internet & Service Standards

ROANOKE CONNECT PROVIDES THE COMMUNICATIONS INFRASTRUCTURE TO SUPPORT THE DEMAND AND COST MANAGEMENT PROGRAMS OF ROANOKE ELECTRIC COOPERATIVE.  THIS SECTION DETAILS OUR INTERNET SERVICE DELIVERY STANDARDS.


Open Internet Statement

The purpose of this disclosure is to provide information regarding the network management practices, performance characteristics, and commercial terms of our Internet access services to enable you to make informed choices regarding the purchase and use of our services, in accordance with the Open Internet policies and rules of the Federal Communications Commission. This document is intended to be informational and does not replace or alter the legal terms and conditions of your service, as described at http://www.roanokeconnect.com.

Network Practices

RCH will not block lawful content, applications, services, or non-harmful devices, subject to reasonable network management. RCH will not block consumers from accessing lawful Web sites, subject to reasonable network management; nor shall RCH block applications that compete with the provider’s voice or video telephony services, subject to reasonable network management, to the extent such services exist. 

RCH will 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. Reasonable practices will include those that are 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

RCH does not employ specific network congestion management practices. By this we mean that RCH does not have automatic systems that make changes to network routing or individual subscriber bandwidth and/or latency based on network congestion. 

RCH reserves the right to temporarily block or throttle internet traffic to subscribers who do not meet our acceptable use policy as outlined in the Internet Access Terms of Service at http://www.roanokeconnect.com/notices.html. 

Application-Specific Behavior

RCH does not block or rate-control specific protocols or ports with the following exceptions: 

  1. All port 25 SMTP connections to and from subscribers except those from subscribers who request SMTP connection access and that agree to abide by anti-spam laws and best practices. 
  2. Other ports and services may be blocked as requested by the subscriber or to comply with legal requirements restricting malicious services.

A high priority feature is not currently 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 subscriber’s traffic over that same subscriber’s standard traffic. Priority traffic does not allow the subscriber to exceed the individual subscriber rate limit. If this service is made available in the future, subscribers must specifically request this service by contacting support@roanokeconnect.com.

Device Attachment Rules

The subscriber handoff from the RCH owned and provided equipment including subscriber module and router is accomplished via a standard Ethernet connection. This may be connected to a subscriber’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 to RCH equipment. Devices connected to the network MUST NOT send Layer 3 routing information such as OSPF, RIP, or BGP traffic to RCH equipment. 

Security

RCH employs industry standard methods to ensure the privacy of its end users. Security of Subscriber’s programs, data, applications, protocols, passwords, content, and other types of data and information are fully the responsibility of the Subscriber. 

Performance Characteristics

ISPs must disclose the following network performance characteristics: 
Fiber optic Internet: RCH provides fixed service, where available and contracted, over fiber-optic cable and copper facilities using Active Ethernet technologies. Throughput is available from 10M x 10M to 1G x 1G. 

Fixed Wireless: RCH provides fixed wireless Internet access, where available and contracted, based on standards that have been enhanced for fixed terrestrial wireless broadband service. Expected access throughput is at or better than specified in the service description at http://www.roanokeconnect.com. 

Throughput. Throughput, if specified, is configured as a rate limit and are not in any way guaranteed. Service plans specifying a burst feature indicate that throughput in excess of the basic service rate may be available, but are not guaranteed. Latency from our network borders to subscriber 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. However, as described in the Terms of Service, throughput will vary based on many factors which are beyond the management, control or administration of RCH. 

Impact of Specialized Services

RCH may provide certain other services from time to time as described at http://www.roanokeconnect.com. RCH network management does not discriminate against or favor such services from RCH any differently than those from other providers. 

Privacy Policies

Network management practices do not routinely entail inspection of network traffic. Network traffic may be inspected as needed by RCH 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 RCH Privacy Policy is published online at http://www.roanokeconnect.com. 

Redress Options

RCH prides itself on providing quality subscriber service. RCH uses U.S. based, English speaking subscriber support for questions and issue resolution. RCH employs a full time support staff and Subscriber Relationship Management system to review and work towards resolution of any and all disputes. While RCH strives to have a live person available to answer phone calls during business hours, should all phone lines be in use, subscribers are encouraged to leave voicemails that are attached to RCH’s ticketing system or to submit a ticket through the subscriber portal regarding their issue. All phone calls, voicemails and emails to RCH support generate a support ticket and case number. Subscribers receive email notifications when a new case is generated, reviewed, and resolved. 

FCC Notice

If a subscriber believes that these open Internet rules are not being met, the subscriber may file an informal complaint at the Federal Communications Commission. The FCC urges subscribers to submit any complaints via its website at the following address: http://esupport.fcc.gov/complaints.htm. Subscribers 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 requirements of federal and state authorities and law enforcement 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 RCH’s Terms of Service.