FAQ

What information do we collect?

As an inherent part of managing a network, we may have access to the following types of information:

  • Contact Information such as name, email address, mailing address, phone number;
  • Unique Identifiers such as user name and account number
  • Usage activity about how you interact with us, what content you viewed, and which areas of our site you visited;
  • Information about your computer such as your IP address, browser type, referring/exit pages, and operating system. 
  • Note: Payment information never passes through our systems—the information is entered directly into a third-party payments facilitator system in an embedded browser window.

Do we sell your personal information?

No. We will never snoop on the websites you visit, and we will never harvest and sell your identifiable or even de-identified personal data.

Do we share or sell aggregate information?

We will only use data aggregations to direct and improve our own services and efforts, and never to serve ads.

Do we support net neutrality?

Yes, we are committed to the principles of net neutrality in our role as the owner and operator of neutral, open access networks.

Do we require service providers on our network to be net neutral?

Yes. We require all service providers operating on our networks to sign a pledge—including commitments to net neutrality, transparency, privacy, and security.

Do we use cookies to track website visits?

No, we do not use cookies to track your activity. We will require cookies only for securing your account. Please be aware, however, that some websites you visit may use cookies. You can control what cookies are accepted by your computer through the settings on your web browser, or by deleting them from your files.

Our Policies

Changes to Policies

We may update these policy statements to reflect changes to our information practices.

If we make any material changes we will notify you by email (sent to the email address specified in your account), or with a notice on your account prior to the change. 

We encourage you to periodically review this page for the latest information on our privacy policies.

If you object to any of the changes to these Privacy Policies, you may stop using the services and delete your account.

Congestion Management

We monitor the connections on our network in the aggregate on a regular basis to determine the rate of utilization. If congestion emerges on the network, we may take measures to relieve it. We check for abnormal traffic flows, network security breaches, malware, and damage to the network. If a breach is detected, or high volume users are brought to light by complaint, we may provide notification to the customer via email or phone. If a violation of our policies has occurred and such violation is not remedied, we will seek to suspend or terminate that customer’s service.

Legal Requirements

We may be forced to disclose personally identifiable information without your consent if we are required to do so by a court order. If we are served with a court order requiring disclosure, and are permitted to do so, we will inform you before releasing any information. While we can not guarantee it, you may then have an opportunity to contest the order.

We may also disclose personally identifiable information without your consent when requested by law enforcement under certain circumstances.

In addition, we reserve the right to disclose your information if we have a good faith belief that it is necessary to respond to fraud, abuse, or unauthorized reception, or to act in an emergency to protect your safety or that of another.

We may also share or transfer your information along with your account as a part of any sale or transfer of all or a portion of our business operations, merger, or combination with another organization. In such a case, you will be notified of any changes in policy.

Network Neutrality

We believe that every customer should enjoy the legal content and services of their choice, without limitations.  

No specific content or service providers will receive preferential treatment on our networks based on affiliation, the identity of the user, the identity of the provider, the content of the information, or the type of service being provided.

We, therefore:

* Do not block or discriminate against lawful content;

* Do not throttle, impair, or degrade lawful internet traffic;

* Do not prioritize internet traffic and have no plans to enter into paid prioritization deals to create fast lanes;

* Will not restrict the services marketplace to any lawful providers, with the exception of adult content service providers.

Retention Policy

Information associated with your account will be kept until it is no longer necessary to provide services, or until your account is deleted. We will retain and use your information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

Security Policy

The security of your personal information is important to us. When you provide us with sensitive information, the transmission of that information is encrypted using secure socket layer technology (SSL). We also follow widely-accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.

Our routers contain state-of-the-art firewalls that protect your home or business network from outside intrusion. We regularly issue firmware upgrades to protect against the latest threats.

Individuals with questionable intent may use the internet or email to pose as someone you trust or do business with. You should always be sure who you are dealing with before clicking on an internet link or giving away personal information. You can learn more about staying safe online here.   

Maintaining the security of your personal computer is an important part of protecting your own privacy, and helping us protect our network and services for customers. We recommend that you regularly change your login password, using hard-to-guess combinations of numbers, letters and special characters. You should also regularly update your antivirus software, firewall, wireless network security, and operating system to prevent unauthorized access by others and harm from various forms of viruses. You should regularly back up your computer to preserve your files, including email or other messages you want to keep.

Once communications enter the internet, it is possible for them to be accessed by third parties over whom we have no control. Moreover, since we cannot control web sites or services operated by third parties, you should review their terms of service and privacy policies. If possible, only access websites that use a valid SSL certificate which validates the publisher’s identity.

Although we endeavor to ensure the integrity and security of our network and computer systems, we cannot guarantee that our security measures will prevent unauthorized access via means beyond our control.

Our facilities are certified with leading industry certification standards such as SOC2, ISO 27001, and PCI-DSS. We employ modern software and data security practices such as 2-factor authentication and data network isolation. In addition, our data centers, operations facilities, and software systems are fully redundant to provide you the most reliable service possible. Underline provides network connectivity between your premises and the service providers (e.g. ISP, telehealth, entertainment) you select . While we work closely with those service providers, we are not responsible for the quality of service they provide beyond securely forwarding their content or internet traffic at as great a speed as possible through our infrastructure, to and from the network device at your premises.

Use Policy

Your personal information is confidential. We will only use it to direct and improve our own services and efforts, in areas such as  installation, operations, administration, support, network management, maintenance, customer care, communications, billing and collection, and for accounting and tax purposes. We may also use such information in dealing with fraud and unauthorized use of our services.

Under the same terms of use, we may provide your information to  outside vendors, partners or affiliates to provide, support, or improve our services. These service providers only have access to the information necessary to perform these limited functions on our behalf, and are required to protect and secure your information.

We may use aggregate information about our customers and their usage for a variety of purposes, including, but not limited to, research insights, improved content, and enhanced service offerings and experience.

Such aggregate information does not identify individual customers. We may share such aggregate information with third parties, but will not share your identifiable information with third parties without your permission.