CUSTOMER INFORMATION - YOUR PRIVACY



As a customer of LUS Fiber, you are entitled to know how LUS Fiber handles and uses the personal information about you that we receive. We consider our treatment of such information to be a part of the trust that you place in us by using our Digital TV, High-Speed Internet, Long Distance and Telephone Services. While we cannot cover every situation where your personal information may be affected, we have included here those in which you are most likely to be interested. By law, we tell you annually about our privacy policy, but you can find additional and updated information at any time by visiting our website at www.lusfiber.com.


Information We Collect

Personally Identifiable Information – In providing services to you, LUS Fiber obtains certain “personally identifiable information”; that is, information that identifies you individually. Personally identifiable information may include: your name, service address, telephone numbers, social security number, driver’s license number, premium services you have selected, user IDs, passwords, email addresses, correspondence and communications records. We maintain customer information concerning credit, billing and payment, security deposits, maintenance and repair, equipment used and services provided and other service-related functions. In providing our services, we may also collect information about your video equipment, computer hardware and software, routers, telephone equipment settings and other preferences to aid in customer support. It is LUS Fiber’s policy to collect only the personal information needed to provide the services that we offer with the quality that you desire and deserve. It is also our policy to retain that information only as long as needed for our business purposes or as the law may require. We take reasonable precautions to identify you and your authorized representative when we receive an inquiry on your account. We also take reasonable steps to protect your account information from unauthorized access.


Television Services

In providing you with television and other services, LUS Fiber collects certain personal information. The law prohibits us from using the video system to collect personal information about you for unrelated purposes without your consent. Unless you are notified and agree, we do not collect personally identifiable information concerning most television program viewing. Aggregate information that is not individually identifiable may be collected and used for programming, advertising and other similar purposes. In providing you with some specific television services, such as pay-per-view, entertainment-on-demand and interactive television services, we do maintain limited usage information for billing, programming and other related purposes. We provide digital video recorder services in which we may also receive detailed information concerning your use and operation of the recorder for the uses described below.


Internet Services

In providing Internet services, LUS Fiber automatically collects personal and usage information, such as the Internet Protocol (IP) addresses assigned (numbers assigned to your computer while online), bandwidth used, system and connection performance, browsers used, dates and times of access, and Internet resource requests, including requests to access web pages. We do not store emails sent and received unless left in your LUS Fiber High Speed Internet account file. As explained below, we could be required by a court order or subpoena to disclose such information if left on our system. Since we cannot control websites or Internet services operated by third parties, we recommend that you review the Terms of Use and Privacy Policies of those websites and services. You can find more detailed information regarding our Privacy Statement on our company website, located at www.lusfiber.com. Telephone Services
LUS Fiber complies with all pertinent federal and state Customer Proprietary Network Information (CPNI) and privacy laws. We randomly monitor calls to our Customer Service personnel for quality purposes. If you object to such call monitoring, please advise us when you call Customer Service. In the course of providing telephone services we do receive usage information, including calls that are placed and received and their duration. We treat all such information as private. However, we could be required by a court order or subpoena to disclose such information if available on our system.


Using and Sharing

LUS Fiber considers the personally identifiable information that we receive about you to be confidential, therefore, it is our policy to use it only in providing you with our Digital TV, High-Speed Internet, Long Distance and Telephone Services – from sales and installation, to operations, administration, LUS Fiber advertising and marketing, support, network provision, maintenance, communications with you, billing, collection and in other ways related to our services. We may also use such information in dealing with fraud and unauthorized use of our services. In addition, we may associate personal account information with data from third parties to better predict your product and service preferences for use in programming, LUS Fiber advertising transactions and to market our services to you. We use aggregate information about our customers and their usage for a variety of purposes. Such aggregate information does not identify individual customers, therefore we may share such aggregate and related demographic information with third parties.


Retention Policy

LUS Fiber may retain your personal customer information in its regular business records as long as you are a customer or until it is no longer needed for business or legal purposes. Our security measures for this information are discussed below.


Sharing Policy

It is LUS Fiber’s overall policy not to disclose any personally identifiable information about our customers without their prior written or electronic consent, except for information disclosed to or within LUS Fiber or its vendors that is necessary to support the systems required to run our business. We do not sell your personal information or other data. You have the right to notify us if you would like to opt out of any such activity. You may contact us by writing to the return address on this notice or on your billing statement, or you may contact us by calling 993-4237 (99-FIBER). You may use the same methods of contact if you prefer not to receive certain types of marketing contacts from us.

Special Exceptions

LUS Fiber reserves the right to disclose personally identifiable information in our possession if we have a good faith belief that it is necessary to: (1) comply with the law or legal process served on us, (2) protect and defend our rights or property or those of others, (3) respond to fraud, abuse or unauthorized reception, (4) enforce our website’s Terms of Use, and Conditions or related standards, or (5) act in an emergency to protect your safety or that of another. We may also share information if we sell or transfer all or a portion of our business operations or merge and/or combine with another organization.

Third Parties

LUS Fiber sometimes uses affiliates, vendors or third party partners in providing our services and may provide personally identifiable information about our customers for such purposes. In providing such information, we require that the outside party maintain at least the same level of confidentiality that we maintain for such information. In addition, any use by the vendor or third party may not exceed that needed to provide its service. If you become a customer of a third party directly, you should review its privacy policy, as it may differ from ours.

Telephone Services

Federal and state regulations limit LUS Fiber’s use and sharing of certain information concerning a customer’s telephone services. This information is known as “Customer Proprietary Network Information” (CPNI), and includes information on how you use our telephone services, such as your call patterns, service features, price plans, spending profiles, call destinations and other related information. We do not disclose this information to parties outside of LUS Fiber except as required by law. In offering our spectrum of local and long distance telephone, we do use your telephone service information to market to you new plans and services. If you wish to deny us permission to use your CPNI for this purpose, you may contact us at the number or address listed on the cover of this notice, on your regular bill, or by calling (99-FIBER) 993-4237. These plans and services may include using your information to contact you about our Digital TV, High-Speed Internet, popular calling and premium phone features packages, or any other new services that we may have to offer. If you have not denied us permission within 30 days following your initial service activation, we will be authorized to use your CPNI for marketing purposes. Your permission will remain valid until we receive a notice from you withdrawing your permission. If you deny us permission for use of your CPNI, it will not affect our provisioning of your services.

Directory Listings

LUS Fiber offers our telephone customers the ability to designate their listings as non-published within print or electronic directories or directory assistance services. Because of the complexity of this process and the involvement of other entities in publishing, errors may occur from time to time. These, as well as certain other telephone services offered are subject to tariff or contractual terms that limits our liability in the event of such errors.

Television Services

LUS Fiber provides aggregate information concerning pay-per-view, entertainment on-demand and interactive services to programmers, advertisers and certain other third parties. If you use an interactive service to participate in or to order a product or service, you will be asked for your permission to provide contact information to the appropriate party when available. Digital video recorder service information is not shared with programmers or third parties, except on an aggregate basis.

Internet Services

LUS Fiber does not read your email messages, instant messages, online chats, or the content of other online communications that reside on or pass through our service. We may, however, retain and provide such communications if we are legally required to do so. Incoming and outgoing email messages are generally scanned electronically to identify and filter out likely spam, and for viruses and other related problems that could harm your equipment, the network, or other users.

Important Information Regarding your LUS Fiber Backup Battery

Your LUS Fiber telephone service is electrically powered and works with your existing telephones, telephone wires, and wall jacks. In the event of an electrical outage, your telephone service, just like any other electrically powered device in your home, including access to Emergency 9-1-1, may not operate. LUS Fiber does provide you with a Backup Battery Unit (BBU) which will allow you up to 8 (eight) hours of telephone standby talk time. However, your BBU will not power cordless telephones or other equipment connected to your telephone line that requires electricity from your premises. The length of time that your telephone will be available during a power outage depends on many variables, including, but not limited to the following: (i) whether or not the BBU remains properly installed; (ii) whether or not the BBU is properly charged; (iii) the condition and age of the BBU; and (iv) the amount of LUS Fiber phone, internet and/or television utilization that you place on the BBU during an outage. LUS Fiber does not guarantee the performance of the BBU. A BBU is designed to provide temporary power for your voice service in the event electrical power in the home is lost. Maintaining temporary telephone service for emergency call purposes is also required by the FCC. Therefore, it is your responsibility to maintain and monitor the BBU. The backup battery is installed at your location in an area where it can be easily monitored. The BBU is connected directly to the ONT to provide backup power if it’s needed. In addition, the BBU contains a series of indicator lights that tell you whether your service is being powered by your location’s electricity or the BBU. The BBU indicator lights also let you know when the 12-volt battery needs to be replaced. If you suspect that the BBU needs to be replaced, please contact us by calling 993-4237 (99-FIBER). For instructions on how to monitor the status of the BBU and any other detailed information about the BBU, please visit www.lusfiber.com/index.php/customer-support/educational-library.

Internet Security

Maintaining the security of your personal computer is an important part of protecting your privacy and of helping LUS Fiber protect its network and our customers’ service. You should use and upgrade regularly your antivirus software, firewall and your operating system to prevent unauthorized access by others or harm from various forms of viruses. Persons 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 responding with personal information. To avoid all these and other forms of attacks, we encourage you to visit the Federal Trade Commission (”FTC”) website at www.ftc.gov for updates and tips on protecting yourself. We may take protective action related to your service or contact you directly with information from time to time to help you with this effort. While we take reasonable steps to protect your services, we highly recommend that you regularly change your login password, using hard to guess combinations of numbers and letters. By using better passwords, you can help prevent unauthorized users from guessing your password and accessing your information. Once your communications leave our network and enter the public Internet, it is possible for them to be accessed or intercepted by third parties or other Internet service providers over which we do not have control. Moreover, since we cannot control websites or Internet services operated by third parties, we recommend that you review the Terms of Use and Privacy Policies of those websites and services.

Spam

LUS Fiber works hard to prevent and to block spam and we encourage your help by preventing unauthorized access to your computer. We suggest that you remain up-to-date on ways to avoid and combat spam.

Cookies

LUS Fiber, or a vendor that places advertising on our websites, may use “cookies” to collect information about your visit to our website and to manage information concerning your preferences. A “cookie” is a computer code added to a file on your computer as a record of its visit. It does not collect or provide your name or any other personal information about you. It can, however, be read by the website that placed it to note information about your visit, such as your type of web browser, operating system and Internet Protocol (“IP”) address, to better tailor our site for you. It can also be used to recognize you when you log in as a registered user or as a repeat visitor returning to our website. This allows us to tailor our site by remembering you and any options you select. You can control what cookies are accepted by your computer through the settings on your web browser or by deleting them from your files. Doing so, however, may limit the personalization available to you.