Acceptable Use and Privacy Policy

Effective Date: July 1, 2024

This Acceptable Use and Privacy Policy (“AUPP” or “Policy”) describes how FiberFirst, LLC, its affiliates and subsidiaries (“FiberFirst”, “we”, “us”, or “our”) collect, use, share, and protect personal information of customers of FiberFirst, as well as personal information collected from interactions with our website (www.FiberFirst.com), communications we send, or our social media (the “Services”).

BY USING OR INTERACTING WITH THE PRODUCTS AND SERVICES, YOU ACCEPT AND AGREE TO BE BOUND AN ABIDE BY THIS POLICY. IF YOU DO NOT WANT TO AGREE TO THIS POLICY, YOU MUST NOT ACCESS OR USE THE SERVICES, INCLUDING, BUT NOT LIMITED TO, THE SITE.

The Acceptable Use Policy explains the following:

1. User Content
2. Fraud and Network Security
3. Prohibited Activities

This Privacy Policy explains the following:

Information We Collect
Cookies and Tracking Technologies
How We Use Information
How We Share Information
How We Protect and Store Information
Your Privacy Choices
Children’s Information
Updates
Contact

Please note this Privacy Notice does not apply to non-FiberFirst websites or services that state they are offered under a different privacy notice. Please review the privacy notices on those websites and services directly to understand their privacy practices.

FiberFirst supports the free flow of information and ideas over the Internet. FiberFirst does not actively monitor nor does FiberFirst exercise editorial control over the content of any web site, electronic mail transmission, mailing list, News Group or other material created or accessible over FiberFirst networks. However, FiberFirst reserves the right to remove any materials, that, in FiberFirst’ sole discretion, are potentially illegal, may subject FiberFirst to liability, or violate this Policy. Such materials may include, but are not limited to, material that is inappropriate, obscene (including child pornography), defamatory, libelous, threatening, abusive, hateful, or excessively violent. Any violation of this Policy may result in the suspension or cancellation of FiberFirst services without liability to FiberFirst. Channeling any part of any such activity through FiberFirst network resources shall constitute a violation of this Policy. FIBERFIRST WILL IN NO EVENT BE LIABLE OR RESPONSIBLE FOR THE INTERNET OR ANY INFORMATION CONTAINED THEREON. FIBERFIRST DOES NOT WARRANT AND DOES NOT ASSUME ANY LIABILITY FOR ANY CONSEQUENCES SUFFERED BY ANY PERSON AS A RESULT OF OBTAINING INTERNET ACCESS INCLUDING, WITHOUT LIMITATION, DAMAGES ARISING FROM INTERNET CONTENT OR FROM COMPUTER VIRUSES.

FiberFirst is not liable for any damages, including without limitation usage and toll charges, Customer may incur as a result of the unauthorized use of Customer’s telephone and/or network facilities. This unauthorized use includes, but is not limited to, the placement of calls from Customer’s premises and the placement of calls through Customer provided equipment and/or Customer’s network. In no event will FiberFirst be liable for protection of Customer’s network, transmission facilities or equipment from unauthorized access, or for any unauthorized access to or alteration, theft or destruction of Customer’s data files, programs, procedure, and information or other network elements or content through fraudulent means or devices. Customer shall remain responsible for any long-distance charges or other charges irrespective of any actual or alleged unauthorized or fraudulent use. FiberFirst shall use reasonable efforts to obtain a credit from its long-distance carrier for all fraudulent or unauthorized long-distance usage, when applicable. FiberFirst shall have the right, but not the obligation, to immediately deactivate Customer’s long-distance service or other services, in the event FiberFirst reasonably believes such service is the subject of suspected theft or fraud. In the event Customer submits a telephone number(s) on the Service Order form which does not belong to the Customer, Customer shall be responsible for all long-distance charges and any local exchange carrier charges for that number(s).

Using FiberFirst Services and equipment for illegal purposes or in support of illegal activities is strictly prohibited. FiberFirst reserves the right to cooperate with legal authorities and/or injured third parties in the investigation of any suspected crime or civil wrong. Activities, which are in violation of any local, state, or federal laws, statutes, regulations, treaties and/or tariffs, would constitute a flagrant violation of the AUP. Should any Customer activities threaten the integrity of or threaten to adversely affect FiberFirst’ network, FiberFirst shall be allowed to take steps to reduce or contain the damage, including termination or suspension of the Internet Service.

The type of personal information we collect depends on your use of our internet services and the ways you interact with us. Our information collection includes:

1. Information collected directly from you, when you provide information or interact with FiberFirst:
   • Contact information, such as your name, email address, telephone number, and any other information you choose to include when you communicate with us through email, mail, phone, or other channels. We also record telephone conversations with our customer service center for record-keeping, training, and quality assurance purposes.
   • Account information to identify you and to provide our internet services to you, such as your name, account number, service address, username and password, and usage preferences, which may include signing up to some communications from us.
   • Payment information, including your financial account information and payment history if you engage in a transaction through the Services.
   • Professional information, such as your work contact information in your role as a representative or agent of our business customer, or your employment and educational history if you apply from employment with FiberFirst.
2. Information collected automatically, when you utilize or interact with our Services:
   • Service activity information collected from you as a customer of our internet services. Service activity information includes:
     • Network traffic information, such as the condition of our network, traffic flow, speed, capacity, and quality conditions.
     • Domain Name Server (DNS) searches, which are used to navigate to resources on the internet, such as a website.
     • Usage information, such as wireless location, router connection, devices, and applicable parental controls and restrictions.
   • Device information and online user activity collected via cookies and other tracking technologies as described in the next section.
3. Information collected from third parties:
   • Information about your interests, your public profile, and contact information if you interact with us on social media. If you don’t want a social network to share your information with us and other third parties, please review the privacy settings of the applicable social network.
   • Information about the marketing and advertisements you have seen or clicked on, from online advertising companies.

Some of this information may be collected by external parties on our behalf. For example, we use a payment processor when you engage in a transaction with FiberFirst; FiberFirst does not itself collect or store payment information.

When you interact with our Services, certain information about you is automatically collected via cookies, web beacons, and similar technologies (referred to collectively herein as “cookies”). Cookies are small text files that are stored within your device’s memory by a website. Cookies enable a website such as ours to keep track of your activities to improve user experience, advertise our Services, and ensure the security of our Services. As you use our Services, the following information is automatically collected from you:

• Usage details about your interaction with our Services, such as which pages you access, frequency of access, what you click on, search terms, date and length of visits, and referring website addresses.
• Device information, including the IP address and other details of a device that you use to connect with our Services, such as device type and unique device identifier, hardware model, operating system, browser, mobile network information, mobile carrier, and the device’s telephone number.
• Location information where you choose to provide us with access to information about your device’s location.

Much of this information is collected through cookies operated by our partners who assist us with certain services. For example, we use Google Analytics to conduct analytics and to collect information about usage details. You can learn more about privacy and Google Analytics here. You may prevent your data from being collected and used by Google Analytics by opting out through the use of the Google Analytics Opt-out Browser Add-on. We also use Facebook Pixel to customize our advertising and to serve you ads based on your browsing behavior. Facebook uses cookies to serve you ads based on your prior visits to our Services and other websites on the internet. These cookies allow your behavior to be tracked after you have been redirected to our Services by clicking on an ad. You can learn more about privacy and Facebook Pixel here. You can opt-out of displaying Facebook ads and sharing by visiting your Facebook Ad Settings, and you can clear and control the information third parties share with Facebook in your Off-Facebook Activity page.

Please note we may also use cookies set by other third-party services. You may be able to opt out of tracking by cookies or control how information collected by cookies is being used via a number of means, as described in Your Privacy Options.

We strictly limit the use of certain service activity information that we collect. Network traffic information is used only to provide our Services, assess the performance of the network, and to prevent fraud, protect the Services, and comply with law. DNS queries are used only to allow your devices to visit the internet locations you specify, and are deleted after 24 hours, except in specific cases where we need to research a security or network performance issues, protect against security threats, or comply with a valid legal request. We do not use network traffic information or DNS searches for marketing, sales, or advertising purposes.

As to all other information we collect, FiberFirst may use the information for any of the following purposes:

• Provide our Services, including to create and maintain your account, start, receive, or discontinue service, and manage billing and payments.
• Respond to your inquiries, questions, and other requests, and provide support.
• Interact with you, including to send you service-related announcements and notify you regarding important notices and changes to the Services, this Privacy Notice, our Terms of Service, and other policies.
• Grow and improve FiberFirst, understand our consumer base, conduct market research and statistical analysis, understand the effectiveness of our marketing and promotional campaigns, develop new products and services, obtain insights into usage patterns, and conduct analytics on your use of the Services.
• Send you marketing materials we feel may be of interest to you and tailor the content we display to you on our Services, including advertising.
• Maintain and protect the Services, monitor performance of the Services, ensure the security of the Services, diagnose and fix technology problems, control spam, block harmful content, ensure your use does not violate our policies, and guard against inappropriate or illegal activity.
• Comply with legal and regulatory obligations, establish, protect, or exercise our legal rights, defend against legal claims or demands, and detect, investigate, prevent, or take action against illegal activities, fraud, or situations involving potential threats to the rights, property, or personal safety of any person.

FiberFirst may also use and share in an aggregate or de-identified manner information at our discretion, including for research, analysis, marketing, and improvement of the Services.

FiberFirst may share information as follows:

• Account owners and authorized users: We may share information about your account and use of our internet services with the primary account holder following appropriate authentication. The primary account holder may also allow others to see information on the account.
• With service providers that we believe need the information to perform a technology, business, or other professional function for us such as payment processing, billing and collection, IT services, maintenance and hosting of the Services, customer support, accounting, auditing, tax services, and other professional services.
• With our affiliates in our corporate family for purposes consistent with this Privacy Notice to provide the Services you have requested or to make your experience more streamlined.
• With advertising partners: We partner with third parties who assist us in serving advertising regarding the Services to others who may be interested in the Services, or who use cookies to display interest-based advertising to you on the Services. These third parties may use tracking technologies to collect or receive information from the Services and elsewhere on the internet and use that information to provide measurement services and target ads. Third parties may allow other companies to access information about you so that they may market other products you may be interested in.
• When required by law and when we are legally required to do so, such as in response to or in compliance with court or regulatory agency orders, legal proceedings, or legal process, to exercise our legal rights, to defend against legal claims or demands, or to comply with the requirements of any applicable law.
• To prevent harm or if we believe it is necessary in order to detect, investigate, prevent, or take action against illegal activities, fraud, or situations involving potential threats to the rights, property, or personal safety of any person.
• As part of a business transaction with another entity or its affiliates or service providers in connection with a contemplated or actual merger, acquisition, consolidation, change of control, or sale of all or a portion of our assets, or if we undergo bankruptcy or liquidation. We cannot promise that an acquiring party or the merged entity will have the same privacy practices or treat your information the same as described in this Privacy Notice.

We use a combination of physical, technical, and administrative safeguards to protect the information we collect through the Services. While we use these precautions to safeguard your information, we cannot guarantee the security of the networks, systems, servers, devices, and databases we operate or that are operated on our behalf. If you use our Services outside of the United States, you understand that we may collect, process, and store your personal information in the United States and other countries.

We retain personal information for as long as is necessary to complete the purposes for which it was collected, or as may be required for legal, tax, and/or security purposes.

You may have certain choices when it comes to how we collect and use your information as follows:

• Update your account information: You can access your account at any time to update and view certain information associated with your account, such as your email address and payment information.
• Unsubscribe from marketing emails: If you no longer wish to receive marketing communications from us, you can also click the unsubscribe link at the bottom of any email from FiberFirst.
• Change or view your cookie preferences:
  • You can modify your browser setting to disable or reject cookies across the internet; but if you do so, some features of our website or Services may not function properly or be available. If you are visiting the Services from a mobile device, the operating system of the device may offer you options regarding how the device collects and uses your information for interest-based advertising. Please visit https://thenai.org/opt-out/mobile-opt-out/ for more information.
  • You may be able to prevent third parties from using your information for interest-based advertisements across the internet by visiting http://www.networkadvertising.org or http://www.aboutads.info. Please note this does not opt you out of being served ads, nor will it prevent the receipt of interest- based advertising from other companies that do not participate in these programs
  • Your browser or device may include “Do Not Track” functionality. Because definitions and rules for a “Do Not Track” standard have not yet been established, including whether such signals must be user-enabled, we do not yet respond to “Do Not Track” signals sent from browsers.

We do not knowingly or intentionally gather personal information about children. If we have inadvertently collected the personal information of a child, a parent or guardian of that child may contact us at contactus@FiberFirst.com to request that we delete the information from our records or otherwise cease the use of that information in accordance with applicable law.

We do not knowingly or intentionally gather personal information about children. If we have inadvertently collected the personal information of a child, a parent or guardian of that child may contact us at contactus@FiberFirst.com to request that we delete the information from our records or otherwise cease the use of that information in accordance with applicable law.

For questions about our privacy practices, please contact us at contactus@FiberFirst.com or write to us at:

FiberFirst, LLC
550 Reserve Street
Suite #600
Southlake, TX 76902