Residential Services Terms & Conditions

Internet Polices

Internet Acceptable Use Policy

 

Anti-Spam Policy

ITS Telecommunications Systems, Inc.’s Unsolicited Bulk E-Mail Policy: ITS Telecommunications Systems, Inc. specifically does not authorize the use of its proprietary computers, servers, routers and computer network (“ITS”) to accept, transmit or distribute unsolicited bulk e-mail sent from the Internet to ITS subscribers (or to others). It is also a violation of ITS policy, and the law, to send or cause to be sent to, or through, the ITS network e-mail that makes use of or contains invalid or forged headers, invalid or non-existent domain names or other means of deceptive addressing. ITS considers such e-mail to be unlawful and a violation of our policy, and any attempt to send or cause such e-mail to be sent to, or through, the ITS network is unauthorized. Moreover, any e-mail relayed from a third party’s mail servers without the permission of that third party, or any e-mail that hides or obscures, or attempts to hide or obscure, the source of an e-mail also constitutes an unauthorized use of the ITS network. E-mail sent or caused to be sent to the ITS network that violates your agreement with ITS is also unauthorized. Nor does ITS authorize the harvesting or collection of screen names from ITS Online service for the purpose of sending unsolicited e-mail. Any such action also constitutes violation of ITS policy.

Limitations on Sending E-Mail

ITS reserves the right to investigate and shut down the e-mail account of any Customer who has sent e-mails to more than 50 recipients at any one time. ITS reserves the right to take all legal and technical steps available to prevent unsolicited bulk e-mail or other unauthorized e-mail from entering, utilizing or remaining within the ITS network. Such action may include, without limitation, the use of filters or other network devices, immediate termination of ITS service, and prosecution of offenders through criminal or civil proceedings. Nothing in this policy shall be construed to grant any right to transmit or send e-mail to, or through, the ITS network, and in no event shall any failure by ITS to enforce this policy constitute a waiver of ITS’ rights. Unauthorized use of the ITS network in connection with the transmission of unsolicited bulk e-mail, including the transmission of counterfeit e-mail, may result in civil and criminal penalties against the sender, including those provided by the Computer Fraud and Abuse Act (18U.S.C.§ 1030 et seq.); and various state laws.

E-Mail Alias Policy

ITS Telecommunications Systems, Inc. (ITS) will issue e-mail aliases based upon availability of the alias requested. If you surrender your alias by changing it, terminating your account, or because your account is terminated for cause, ITS shall not be obligated to reserve that alias for you or to receive or forward e-mails addressed to that alias. This policy may be changed without notice.

E-Mail Retention Policy

ITS Telecommunications Systems, Inc. (“ITS”) is committed to providing you with the best e-mail service possible. We are continually striving to improve the reliability, capacity and functionality of our e-mail service. To this end, we will provide each ITSpeed Internet customer with 1 Gb of storage space per email account. Once the storage limit is exceeded, all new e-mails will be blocked until customer initiated maintenance is performed.


Phone Polices 

Phone Bundles Services Terms



Tech Support Maintenance Support Plan Terms and Disclaimers

Wire Tech Support Plan*

The Wire Tech Support Plan covers repair or replacement of wiring only inside customer residence for phone and/or Internet service. “Inside Wiring” is defined as: “All wiring in the home used for phone or Internet service beyond the ITS Fiber Network Interface Device (NID) or Optical Network Terminal (ONT) that operates the telecom services.”

The Wire Support Plan does not include installation of wire lines in an attic or within a wall and/or repair of customer-owned phone, Internet or computer equipment. In-attic or in-wall wire
replacements are available for an additional fee. Condition of inside telephone wiring at customer’s location is subject to approval prior to customer receiving Wire Support Plan. Free service calls only apply to diagnosing an inside wiring issue and must be made during normal business hours, currently 8 AM to 5 PM, Monday - Friday. Service calls for any other issues will be charged at ITS standard rates existing at the time of the call. The Wire Support Plan must be purchased prior to receiving any free service call by ITS technician. Cancellation of this support plan prior
to the full term of customer’s service agreement is subject to a penalty fee at current published rate. Other restrictions may apply and are subject to change.

*This plan covers assistance for the subscribing customer only and only for a customer’s main residence/address. Support to additional residences, buildings on property, etc. may incur additional fees.

Managed Wi-Fi Tech Support Plan*

The Managed Wi-Fi Tech Support Plan includes; remote Wi-Fi troubleshooting, remote assistance connecting a customer’s wireless devices to ITS internet/Wi-Fi services, and remote assistance to optimize the performance of a customer’s in-home wireless network (at resident’s main service location*). 

During the time that a customer is a Managed Wi-Fi Support Plan subscriber, ITS will replace or repair a faulty GigaCenter or other ITS provided router equipment at no cost to the customer should such equipment malfunction as a result of a manufacturer defect. This Plan does not cover damage to a GigaCenter wireless router or other ITS provided router resulting from accidents, acts of God, alteration, misuse, tampering or abuse, failure of the customer to properly follow operation instructions provided at the time of installation or at a later date and issues due to interruption of commercial electric power. This Plan does not include labor or material costs for repairs to customer-owned wireless routers, devices, computers or any other customer-owned equipment. Service calls by a technician to customer premises will be charged at ITS standard rates existing at the time of the call. Service calls after normal business hours may be available at higher rates.  Other restrictions may apply and are subject to change.

*This plan covers assistance for the subscribing customer only and only for a customer’s main residence/address. Support to additional residences, buildings on property, etc. may incur additional fees.

Premium Tech Support Plan

The Premium Tech Support Plan includes ALL of the features, services, terms, conditions and equipment coverage of the Wire Support Plan* and the Managed Wi-Fi Support Plan* plus the following items:

FREE technician service calls to customer’s location to identify and diagnose the source of any Internet, Wi-Fi or phone connectivity issues, if applicable. 

One FREE 804 Mesh Satellite Wi-Fi extender unit** to enhance and expand Wi-Fi signal coverage in the home. Includes the repair and replacement of the 804 Mesh Unit at no cost to the customer should such equipment malfunction as a result of a manufacturer defect.

* For complete details of features, services and coverages of thes plans, see descriptions above. **Free unit is restricted to fiber-optic internet customers only. Additional 804 Mesh units are available, if needed for an additional $4.95 per month, per unit. Other restrictions may apply and are subject to change.

Streaming Video Tech Support Plan

The Streaming Video Tech Support Plan includes: remote technical assistance with selecting streaming television services/apps, basic set up and configuration of streaming services, basic training on how to connect and use streaming TV apps/services, issues with streaming devices’ connection to the Internet/Wi-Fi or other basic streaming service problems.* Plan also includes free service call to customer location by an ITS Technician if streaming video technical issue can’t be resolved remotely.** A reduced fee of $50 (regular $99) is available to subscribers of this plan for professional basic installation of third-party streaming TV devices (i.e. Roku, Firestick, Google Chromecast, Smart TV, etc.) The Streaming Video Tech Support Plan requires a two-year term agreement. OTHER EXCLUSIONS: The Streaming Video Support Plan does not include: the monthly cost of subscriptions to any third-party streaming TV service or application, the cost of streaming device hardware, the cost of installing any streaming or smart home device, the cost of repair or replacement of any streaming device or the mounting of TV’s onto a wall or wall brackets.

*Does not include troubleshooting issues which are caused by the individual third-party streaming video TV service provider.

**Service call is free only if customer has an issue with Streaming TV service and our internet/Wi-Fi connectivity.

Ultimate Tech Support Plan

The Ultimate Tech Support Plan includes ALL of the features, services, terms, conditions and equipment coverage of the Premium Support Plan plus the following items:

• All features, terms and conditions of the Streaming Video Tech Support Plan. 

Other restrictions may apply and are subject to change.

Smart Home System Tech Support Plan

The Smart Home SystemTech Support Plan includes all the services, terms, conditions and equipment coverages of the Ultimate Tech Support Plan plus the ITS Fiber provided upgraded router equipment for Internet and setting up a Wi-Fi network. Specific details concerning equipment, support and repair are below. The Smart Home System requires an ITS Fiber professional install for an additional one-time fee, currently $99.

GigaCenter ONT and GigaSpire Router Equipment: The equipment included in the Smart Home System is: (1) the GigaCenter ONT (optical network terminal) and (2) the GigaSpire wireless router and Smart Home hub. During the time that a customer is a Smart Home System subscriber, ITS will replace or repair faulty GigaCenter or GigaSpire units at no cost to the customer should such equipment malfunction as a result of a manufacturer defect. The free ITS equipment replacement does not cover damage to a GigaCenter ONT or GigaSpire wireless router resulting from accidents, acts of God, alteration, misuse, tampering or abuse, failure of the customer to properly follow operation instructions provided at the time of installation or at a later date, and issues due to interruption of commercial electric power. The support does not include labor or material costs for repairs to customer-owned wireless devices, computers or any other customer-owned devices or equipment.

Internet and Wi-Fi Technical Support Services: Included Subscription to the Smart Home System includes all remote troubleshooting and support included in the Ultimate Tech Support Plan.* Service calls made to customer premise for issues other than related to ITS Fiber subscribed services, equipment or after normal business hours will be charged at ITS standard rates existing at the time of the call. The Smart Home System subscription must be purchased prior to receiving free service call by ITS technician. Other restrictions may apply.

*Support covers assistance for the subscribing customer only and only for a customer’s main residence/address. Support to additional residences, buildings on property, etc. may incur additional fees.