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Network Policies

Logan Telephone’s Network Policies

General Policy Statement

The following policies apply to mass market broadband Internet services offered by Logan Telephone Cooperative, Inc. (“Logan”). Logan also offers enterprise level services that can be individually tailored to customer needs. Information on enterprise services can be obtained by contacting customer service at 270-542-4121, 270-934-4121, or cservice@logantele.com. It is Logan’s policy to provide robust and reliable access to the Internet for all of its residential and commercial mass market end user customers. Because network resources are shared by all users, Logan has implemented the following policies to govern mass market Internet service. These policies are designed to: (i) ensure that shared network resources are allocated fairly among all users; (ii) allow users and prospective users to understand service policies and any significant limitations on the service; and (iii) provide a foundation that assures customers that they can rely on consistently receiving the level and quality of service to which they subscribe. Logan does not block access to, nor discriminate against, any lawful website or Internet application and, with respect to fixed Internet access services, supports the ability of users to select and attach the equipment of their choice to the network so long as that equipment: (i) is used for a lawful purpose consistent with Logan’s Acceptable Use Policy; and (ii) does not harm the network or degrade network performance for other users. Customers are encouraged to familiarize themselves with the following policies which are deemed part of their Service Agreement. By using Logan’s Internet service, the customer accepts, agrees to be bound by and to strictly adhere to, these policies. The customer also agrees to be responsible for compliance with these policies by third parties, such as friends, family members, or guests that make use of the customer’s service accounts or equipment to access the network for any purpose, with or without the permission of the customer. Customers also agree to be bound by the terms and conditions of Logan’s Service Agreement and Acceptable Use Policy which can be found at http://home.logantele.com/fp/service.php.

System Performance

Logan provides residential and commercial mass market customers with a choice of data plans to meet their needs. Logan also provides enterprise level services that are custom tailored to a specific project and individually priced based on the needs and criteria established by the enterprise customer. Logan offers the following mass market services and typical speed ranges. These speeds were calculated based upon internal testing.

Service Download (Mbps) Upload (Mbps) Latency (ms)
SpeedNet Lite 1.5 0.512 18
SpeedNet 5.0 1.0 18
SpeedNet Extreme 10.0 1.0 18
FiberNet 5 5.0 1.0 3
FiberNet 15 15.0 3.0 3
FiberNet 30 30.0 10.0 3
FiberNet 50 50.0 25.0 3
FiberNet 100 100.0 50.0 3

While Logan provisions its network and equipment to ensure that its customers can enjoy the speeds to which they subscribe, Internet speeds generally result from a “best effort” service and are dependent on a number of variables, many of which are outside the control of an Internet Service Provider. Such variables include: the age and processing capability of the user’s terminal device or computer; the number of applications running simultaneously; the presence of viruses or malware; whether the terminal equipment is connected to the network by wire or by wireless; the distance the data packets must travel between the user and the website; the presence of congestion on and technical configuration of any intervening networks; any gating or congestion management schemes employed by websites to limit download or upload speeds in cases where multiple users are served simultaneously. Logan does not guarantee that a customer will achieve the speeds set forth above at all times. Rather, the foregoing data speeds represent the best information available to Logan of the typical speeds a customer can expect to experience under normal operating conditions.

Speed tests that allow customers to test the upload, download, and latency performance of their broadband data services are available free of charge from a number of sources. Generally, these tests are influenced by the same variables that affect Internet speed set forth above. Accordingly, the speed results would not be expected to match a test of Logan’s network conducted under laboratory conditions. Please note, however, that all speed tests use different methodologies to calculate Internet connection speed so each of the tests would be expected to yield different results. Accordingly, each of these tests should be viewed as a helpful guide rather than as a definitive measurement of performance. The following are several sites, unaffiliated with Logan, that provide speed testing:

http://www.speedtest.net/
http://netalyzr.icsi.berkeley.edu/

Logan does provide an internal speed test that is isolated to network performance on Logan’s network at http://bgspeedtest.blue.net/ or http://etspeedtest.blue.net/. If a customer sees a significant difference in their speed on this speed test and the speed to which they are subscribed, they should contact Logan to determine the reason for this difference to make sure there are no issues with their individual service.

Network Management

Logan utilizes a fully redundant network architecture that is designed to provide users with true broadband speeds and reliability even during times of peak demand. The network has been constructed to exceed projected traffic demands and is fully scalable to allow for capacity to be added to meet customer needs and to support newly developing and increasingly sophisticated applications well into the future. However, congestion can occur on any IP network, and, when it does, packets can be delayed or dropped, leading to service degradation and delays.

Logan employs a protocol agnostic congestion management policy that does not discriminate against particular applications. Users remain free to access the websites of their choice and run the applications of their choice consistent with our Acceptable Use Policy.

Prioritization of packets can be used for some purposes, such as to ensure the reliability of applications that demand real time or near real time communications such as public safety communications. Generally, provisioned data speeds for Logan’s mass market services are sufficient to support such applications as Voice over IP (VoIP), gaming, web surfing, or most streaming video. However, because Logan’s residential, mass market broadband service generally does not prioritize such traffic, it is possible that certain applications requiring real time communications may perform at less than optimal levels, especially during periods of peak network demand.

Logan does take measures to protect its network. For example, Logan has deployed measures to help prevent spam, viruses, and other malware and to monitor and prevent denial of service attacks.

Device Attachment/App Policy

With respect to fixed broadband services, users may generally attach the devices of their choice and run the applications of their choice, subject to the limitations of their data plan and the terms of their Service Agreement and Acceptable Use Policy. While many devices such as routers, Bluetooth, Wi-Fi cards, laptops, notebooks, and tablets are readily available from third party sources, such as consumer electronic retailers, other devices, such as DSL modems must be provided by Logan. Users are advised to contact Logan’s technical support (http://home.logantele.com/support) before purchasing any third party equipment to ensure compatibility with the network. Logan is not responsible for the compatibility, suitability, or functionality of any equipment that is provided by the customer or any third party, and the customer remains fully responsible for ensuring that any such equipment does not cause any harm to the network or degrade the service of other users.

All users are fully responsible for securing their equipment, including wireless routers, to prevent unauthorized access to the network by third parties and will be held fully responsible for the actions of such third parties that gain unauthorized access to the network through unsecured end user equipment.

Commercial Terms

Commercial Terms for Logan’s Internet services may be found here.

Privacy Policies

Privacy Policies for Logan’s service may be found at here.

Contact Options for Customers and Third Parties:

If you have any questions or complaints regarding Logan policies or services or the services of other providers you access through Logan’s services, please contact our customer service department at 270-542-4121, 270-934-4121, or cservice@logantele.com.