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Trailwave Network Management Policy

Trailwave Fiber, Inc. hereinafter, referred to as (“Trailwave” or “Company”) provides this Policy regarding its broadband Internet access service to disclose its network management practices in accordance with the Federal Communications Commission rules. Information about Trailwave’s other policies and practices concerning broadband Internet access service are available at https://www.habershamemc.com/trailwave (“Trailwave’s Website”) under Policies and in your service agreement. These additional policies, which also govern our broadband Internet offerings, include:

Trailwave welcomes questions or comments about this information, including any questions about any portions that you do not understand. You may contact us at, 1-706-254-2114 or online at customerservice@trailwavefiber.com.

Trailwave manages its network to ensure that all customers experience a safe and secure broadband Internet environment that is fast, reliable and affordable. Trailwave wants its customers to indulge in all that the Internet has to offer, whether it is social networking, streaming videos and music, to communicating through email and videoconferencing.

Trailwave manages its network for a number of reasons, including optimization, as well as congestion and security-protocol management. Trailwave’s customers generally will not be impacted by the protocols and practices that Trailwave uses to manage its network.

General Transparency Disclosures

Blocking. Trailwave does not engage in any practice, other than reasonable network management disclosed herein, that blocks or otherwise prevents end user access to lawful content, applications, service, or non-harmful devices.

Throttling. Trailwave does not engage in any practice, other than reasonable network management disclosed herein, that degrades or impairs access to lawful Internet traffic based on content, application, service, user, or use of a non-harmful device.

Affiliated or Paid Prioritization. Trailwave does not engage in any practice that directly or indirectly favors some Internet traffic over other traffic to benefit an affiliate or in exchange for consideration, monetary or otherwise.

Trailwave’s Network Management Practices

Trailwave’s broadband Internet network is a shared network. This means that customers share upstream and downstream bandwidth. The goal of network management practices is to enable better network availability and speeds for all users. Network management practices serve to:

  • Help adapt and upgrade the network to maintain or improve network performance as demand for broadband Internet network increases.
  • Help adapt and upgrade the network to maintain or improve network performance as demand for higher bandwidth applications increases. Some examples of higher bandwidth applications are gaming, streaming movies, and streaming high definition video.
  • Help identify potential heavy bandwidth users.

Trailwave uses various tools and industry standard techniques to manage its network and deliver fast, secure and reliable Internet service. Trailwave provides the service over its broadband network and through other communications facilities connecting to the Internet. Trailwave may also contract with one or more companies for certain network monitoring and management services. Trailwave monitors its network and traffic patterns and makes changes deemed necessary to manage and improve overall network performance. Trailwave uses reasonable and nondiscriminatory network management practices to improve overall network performance to ensure a high-quality online experience for all users. Trailwave network management practices do not target any specific content, application, service, or device and may include identifying spam and preventing its delivery to customer email accounts, detecting malicious traffic and preventing the distribution of viruses or other harmful code or content and using other tools and techniques. As network management issues arise and as technology develops, Trailwave may employ additional or new network management practices. Trailwave will update these disclosures as necessary.

  1. Managing Congestion
    Trailwave periodically monitors the connections on its network in the aggregate to determine the condition of the network. The company also monitors routers and switches for instances of congestion. Trailwave uses this information to plan increases in available bandwidth, port additions or additional connectivity to the Internet. Although congestion is highly unlikely, in the event that utilization approaches a certain threshold, Trailwave will work to increase the bandwidth capacity.

    1. Descriptions of congestion management practices.

      On Trailwave’s network, all customers have access to all legal services, applications and content online and, in the event of congestion, most Internet activities will be unaffected. Customers, however, may experience longer download or upload times, or slower surf speeds on the web if instances of congestion do occur on Trailwave’s network.

      Customers using conduct that abuses or threatens the Trailwave network or which violates the company’s Acceptable Use Policy, or the service agreement may have service suspended or terminated depending on the severity of the conduct. Trailwave may, at its option depending on the severity attempt, reach and request such conduct be stopped and a failure to respond or to cease any such conduct could result in service suspension or termination.

      Trailwave’s network and congestion management practices affect all broadband traffic equally and are ‘application-agnostic’, based on current network conditions, and are not implemented on the basis of customers’ online activities, protocols or applications. Trailwave’s network management practices do not impact any particular customer’s aggregate monthly data usage.

    2. Application-Specific Practices. This section discloses any application-specific practices Trailwave uses, if any.
      1. Management of specific protocols or protocol ports. To protect the security of the network and Trailwave customers, Trailwave may block known hostile ports. In such cases, Trailwave may block that specific port until the attack ceases, at which time we remove the block.
      2. Modification of protocol fields. N/A
      3. Applications or classes of applications inhibited or favored. N/A
    3. Device Attachment Rules. This section addresses any limitations on attaching lawful devices to the network.
        1. General restrictions on types of devices to connect to network. Trailwave places no general restrictions on lawful devices that a customer may connect to the network, so long as the device is: (i) compatible with the network; and (ii) does not harm the network or other users. Trailwave’s broadband Internet service works with most PCs and laptops including Macs, and other Internet compatible devices like game systems and Internet-enabled TVs. If a password-protected wireless router is connected to the broadband Internet service, wireless Internet compatible devices properly connected to the router including computers, tablets, smartphones, and other devices can connect to our network. If a customer or potential customer believes they have an unusual configuration, our customer service department will help determine if there is a compatibility problem.
          1. Optical Network Terminal. Trailwave’s fiber broadband Internet service requires connection of an optical network terminal to our network. The customer may obtain an optical network terminal from Trailwave.
  2. Network Security

    Trailwave knows the importance of securing its network and customers from network threats and annoyances. The company promotes the security of its network and patrons by managing such threats as spam & viruses.

    As its normal practice, Trailwave does not block any protocols, content or traffic for purposes of network management except that the company may block or limit such traffic as spam, viruses, malware, or denial of service attacks to protect network integrity and the security of our customers.

  3. Network Management Technology
    Trailwave employs a variety of industry-standard tools, applications and devices, to monitor, secure and maintain its network.
  4. Monitoring Schedule
    Trailwave periodically checks its usage logs to determine utilization on its network. When utilization reaches a specified amount, Trailwave may add capacity to relieve congestion. Trailwave also checks for abnormal traffic flows, network security breaches, malware, loss, and damage to the network. If a breach is detected or high-volume users are brought to light by complaint, Trailwave provides notification to the customer via email or phone. If a violation of Trailwave’s policies has occurred and such violation is not remedied, Trailwave will seek to suspend or terminate that customer’s service.
  5. Device Attachment Rules/Application Specific Behaviors
    Trailwave does not currently engage in any application-specific behaviors, nor does it employ device attachment rules for its network, except as provided herein. Customers may use any lawful applications or devices with Trailwave. Customers may not run mail servers without authorization from Trailwave. All outbound mail is authenticated.

Trailwave’s Performance Characteristics

  1. Service Descriptions
    Trailwave offers broadband service over Fiber facilities. Trailwave’s broadband service enables a customer to connect an Internet-enabled device through a wired connection. Information regarding Trailwave’s service offerings and pricing can be found on Trailwave’s website at https://www.habershamemc.com/trailwave/pricing or by calling (phone number).
  2. Network Performance

    Trailwave strives to support advertised speeds and will perform speed tests as needed to troubleshoot and resolve speed and application performance caused by Trailwave’s network. The speeds we identify for each broadband service level are the maximum upload and download speeds that customers are likely to experience. Trailwave measures availability, latency, and aggregate utilization on the network and strives to meet internal service level targets. However, Trailwave does not guarantee that a customer will actually achieve those speeds at all times. No Internet service provider can guarantee a specific speed at all times – the actual speed a customer will experience while using the Internet depends on a variety of conditions. For example, a customer’s service performance may also be affected by one or more of the following: (1) the particular websites being accessed; (2) capacity in the public Internet beyond Trailwave’s network; (3) customer’s computer and equipment (including wireless router); and (4) inside wiring at customer’s premise.

    Actual and sustained speeds are tested by speed tests online and may vary depending upon network conditions and other factors. Measurement results are best approximations.

    Latency is another measurement of Internet performance. Latency is a term that refers to the time it takes for information to travel between a customer’s computer and the Internet destination. High latency occurs when the time it should normally take for the information to make the trip becomes abnormally long. Latency is typically measured in milliseconds, and generally has no significant impact on typical everyday Internet usage. Most applications, such as email and websites, work well despite average latency. Highly interactive applications, such as multi-player games, do not work well with higher latency. As latency varies based on any number of factors, most importantly the distance between a customer’s computer and the ultimate Internet destination (as well as the number and variety of networks your packets cross), it is not possible to provide customers with a single figure that will define latency as part of a user experience.

    The actual speed and latency experienced by individual users may vary depending upon network conditions and other factors. The FCC has reported fiber subscribers receive mean download speeds that are 107.73% of advertised speeds, and mean upload speeds that are 149.53% of advertised speeds.[1]

  3. Specialized Services
    Trailwave provides Voice-over-the-Internet-Protocol (VoIP) and Internet-Protocol-Television (IPTV) services to end users. These services, also known as Specialized Services, are separated from the company’s best effort Internet services on the network. Therefore, there is not impact to customers’ broadband services.

Commercial Terms

  1. Pricing
    Monthly prices for Trailwave’s broadband Internet services are available on its website at https://www.habershamemc.com/trailwave/pricing/.

    1. Fees for early termination. Not applicable.
    2. Fees for additional network services. Fees for certain additional network services are available at https://www.habershamemc.com/trailwave/pricing/ or by calling (phone number).
  2. Privacy Policies

    Trailwave may monitor the network and take measurements of network performance and the performance of your Internet connection to improve the customer’s, or Trailwave’s, overall service levels. During communications with Trailwave for service support, Trailwave may also access information about your customer premise equipment such as computers and wireless modem devices or other device settings to provide customized technical support or to install specific applications or services for your use. Trailwave reserves the right to access broadband traffic for the purposes of general maintenance and management of the network, as well as upon request by law enforcement officials.

    In addition to this Network Management Policy, customers will also find the following applicable documents under Policies & Disclaimers on Trailwave’s website helpful, in addition to the terms of service:

    1. Trailwave’s Privacy Policy, available at https://www.habershamemc.com/trailwave
    2. Trailwave’s Acceptable Use Policy, available at https://www.habershamemc.com/trailwave
  3. Redress Options

    Trailwave welcomes questions about its Internet service. This section discloses redress options for end users and edge providers.

    End user complaints and questions. End users with complaints or questions relating to Internet service or these disclosures should contact (phone number) or https://www.habershamemc.com/about-us/contact-us/.

    Questions. We will endeavor to answer questions promptly via email or voice.

    Complaints. For written complaints, a customer service representative will contact the end user via phone call. Trailwave will attempt to resolve complaints informally, escalating the matter to senior management if needed.

    Edge provider complaints and questions. Edge providers with complaints or questions relating to Internet service or these disclosures should contact (phone number) or https://www.habershamemc.com/about-us/contact-us/

    Questions. Trailwave will endeavor to answer questions promptly via email or voice.

    Complaints. For written complaints, a customer service representative will contact the edge provider via phone call. Trailwave will attempt to resolve complaints informally, escalating the matter to senior management if needed.


[1] 2016 Measuring Broadband America Report, Validated Data, Statistical Averages, Download Sustained and Upload Sustained, (Dec. 1, 2016) (available at https://www.fcc.gov/reports-research/reports/measuring-broadband-america/validated-data-measuring-broadband-america-2016#block-menu-block-4) (data presented is unweighted mean percentage of advertised speeds, taken over a 24 hour, Saturday-Sunday period).