Legal

Table of Contents

FCC Disclosures

Provided in accordance with 47 CFR § 8.1(a).

Network Management Practices

  • Blocking
    • JackRabbit Wireless LLC does not block or otherwise prevent end user access to lawful content, applications, services, or non-harmful devices.
  • Throttling
    • JackRabbit Wireless LLC does not arbitrarily throttle or otherwise degrade end user access to lawful content, applications, services, or non-harmful devices.
  • Affiliated Prioritization
    • JackRabbit Wireless LLC does not participate in Affiliated Prioritization.
  • Paid Prioritization
    • JackRabbit Wireless LLC does not participate in Paid Prioritization.
  • Congestion Management
    • JackRabbit Wireless LLC uses a Smart Queue Management (SQM) platform with the Active Queue Management (AQM) technique CAKE. By leveraging SQM – end-user latency and responsiveness for daily tasks improves tremendously. SQM substantially reduces bufferbloat across the network fabric, ensuring fair and equitable allocation of bandwidth and resources to all customers. Customer traffic is passed through a Hierarchical Token Bucket leaf class specific to that customer. Each customer’s HTB leaf has a CAKE qdisc, and is nested within a hierarchical HTB structure reflecting the overall network topology. Customer bandwidth is provided up to the customer plan’s advertised “up to” bandwidth rate. Congestion state is determined by utilization of any network node beyond 95% of its maximum capacity. If a network node’s maximum bandwidth has been reached, the HTB will dynamically duck the bandwidth ceiling of any child/leaf HTB classes carrying customer traffic until congestion has passed. This ensures that when network congestion occurs, users experience fair and equitable allocation of bandwidth until congestion has ended. This reduces latency and improves responsiveness during periods of congestion, ensuring fair and equitable customer access to latency-sensitive real-time applications. Aggregate customer data usage statistics (gigabytes / GB) are not used in determining congestion state.
  • Application-Specific Behavior
    • Inbound, unsolicited access to ports is blocked by default. Customers may request exceptions to this filtering.
  • Device Attachment Rules
    • JackRabbit Wireless LLC provides a managed router to all customers at no additional monthly cost. JackRabbit Wireless LLC does not restrict attachment of devices to the provided managed router, whether by WiFi or Ethernet connection. However, customers may not connect any routers or switches to the JackRabbit Wireless LLC demarcation point / service handoff without explicit communicated permission by an employee of JackRabbit Wireless LLC. Customers intending to use a self-procured, un-managed router must ask before or during the service installation.
  • Security
    • Industry standard practices are used to ensure network security. Customer must assume responsibility for home network security and device security.

Performance Characteristics

  • Service Description
    • JackRabbit Wireless LLC provides Fixed Wireless and Fiber-optic broadband service. Our Fixed Wireless service is provided using a combination of Point-to-point and point-to-multi-point radio systems. Customers can reasonably expect their corresponding service plan’s “up to” bandwidth to be available for the vast majority of service up-time. Round trip time latency (RTT) from the customer premises to the network edge of JackRabbit Wireless averages 21 milliseconds. RTT from the customer premises to servers located in Dallas (the location of upstream IX) averages 35ms for most customers. Broadband services from JackRabbit Wireless LLC are suitable for real-time applications.
  • Impact of Non-Broadband Internet Access Service Data Services
    • Not applicable.

Commercial Terms

  • Price
    • Internet access fee varies by client, and according to which of our color-coded service areas the customer resides in. No usage based fees apply. Early termination requires payment of the remainder of any contract term. Customers on a month-to-month term are not subject to early termination fees.
  • Privacy Policies
    • Available on this page.
  • Redress options
    • Customers may contact the JackRabbit Wireless LLC staff by phone at (915) 209-1698, by email at support@jackrabbitwireless.com, or using the customer portal located at JackRabbitWireless.com. Complaints must be communicated using one of the methods listed above.

Privacy

Increasingly, large corporate Internet Service Providers are selling their customers’ sensitive private information to advertisers and other third parties, violating customer privacy in pursuit of profits.

AT&T Inc. mines customers’ web-surfing habits as part of a broader advertising operation that taps into viewing data from television set-top boxes and location data from mobile phones, according to its privacy policy.

Internet Providers Look to Cash In on Your Web Habits – The Wall Street Journal, 06/27/2019

JackRabbit Wireless fundamentally opposes these violations of privacy. We do not and will not sell your private information to third parties. No other local ISP in El Paso, nor the two leading corporate ISPs in town, make this same commitment. JackRabbit Wireless provides the most comprehensive privacy protections of any ISP in El Paso.

Net Neutrality

JackRabbit Wireless is committed to the principle of Net Neutrality and providing an unbiased Internet experience to all of our subscribers.

Privacy Policy

This Statement of Privacy applies to the broadband internet service provided by JackRabbit Wireless LLC. JackRabbit Wireless LLC is opposed to sharing customer information and internet usage with third-party companies such as advertisers, network monitoring companies, SEO companies, etc.

  1. Data we do collect
    • We collect and retain user account information (such as name, address, email address, phone, etc) for internal service, support, and billing. For networking and support issues we also log other information (such as mac address, DHCP lease information). All of this information is considered private and is not shared with third parties other than as listed in other sections of this policy.
  2. Static IPs
    • If a business or residential customer receives static IP address(es), some of their personal information may be visible in reverse DNS records and ‘whois’ records. During the allocation of a static IP, information is transmitted to ARIN per their IP Reassignment Policy.
  3. Financial information
    • All on-line payment processing is done by a third party and JackRabbit Wireless does not retain any financial information on our servers.
  4. Browsing Data
    • JackRabbit Wireless LLC does not perform Deep Packet Inspection (DPI), and believes all users on our network are entitled to a private interaction with the Internet. We do not retain logs of websites visited. We do not and will not sell your browsing data to third parties.
  5. Governmental requests
    • Requests for user information will only be surrendered as legally required (e.g. a subpoena). Furthermore, all such requests will be reviewed by our counsel to validate relevance and validity.
  6. Changes to the Privacy Policy
    • We reserve the right to change the terms of this Privacy Policy. Since any changes will be posted on this page, we encourage you to check this page regularly. Any changes to this policy shall be effective immediately upon posting them here. This privacy policy was last amended on October 9th, 2020

Terms of Service and Acceptable Use

Acceptable Use Policy

JackRabbit Wireless LLC services will be provided to you and all persons who use the service on the terms and conditions set forth in this Agreement. If you are a new subscriber – your enrollment in, activation of, payment for or usage of the service constitutes your acceptance of this agreement. We advise you read through the agreement but if you chose not to the terms set forth remain legally binding. You may not modify this Agreement by making any typed, handwritten, or any other changes for any purpose. If you do not agree to the terms and conditions set forth here please stop using the equipment and contact us immediately to cancel your service. JackRabbit Wireless LLC reserves the right to modify/amend the agreement.

Service / Acceptable Use Policy

  1. Equipment installed by JackRabbit Wireless LLC on the customer premises is the property of JackRabbit Wireless LLC and must be returned upon the termination of service, regardless of reason. Failure to allow collection of or promptly return equipment will result in additional fees.

  2. The customer is responsible for security and virus production of their own computer systems. JackRabbit Wireless LLC takes reasonable precautions at a network level to deter common vulnerabilities and may block specific ports and protocols as necessary. It is the customers responsibility to secure themselves from unauthorized access.

  3. JackRabbit Wireless LLC reserves the right, without notice, to limit or restrict any individual’s use of JackRabbit Wireless LLC’s network facilities. JackRabbit Wireless LLC reserves the right to take any action necessary to protect its network facilities and virtual infrastructure.

  4. Bandwidth is not guaranteed and is up to the stated bandwidth. As with other internet service providers, service delivery is “best-effort” service delivery, unless otherwise stated for commercial customers with Service Level Agreements

  5. Your connection may be shared with any computer or network capable device in your residence. You may not share the network with anyone else, nor resell the connection to anyone else unless an explicit arrangement has been signed with a JackRabbit Wireless LLC representative.

  6. JackRabbit Wireless LLC’s network may only be used for lawful purposes. Transmission of any material in violation of state or federal laws or regulations is prohibited. This includes, but is not limited to, copyrighted material, threatening or obscene material, and material protected by trade secret. You agree to indemnify and hold JackRabbit Wireless LLC harmless from any claims resulting from your use of JackRabbit Wireless LLC’s network which damages you or another party.

  7. JackRabbit Wireless LLC makes no warranties of any kind, whether expressed or implied, for the service it is providing. JackRabbit Wireless LLC disclaims any warranty of merchantability or fitness for a particular purpose. JackRabbit Wireless LLC will not be responsible for any damage you suffer from the use of its network including, but not limited to, loss of data, delays, mis-deliveries or service interruptions caused by JackRabbit Wireless LLC’s negligence, your own errors or omissions, or severe weather conditions.

  8. Customer shall indemnify JackRabbit Wireless LLC and affiliates from any and all claims and expenses arising from customer’s breach of any provision of this agreement.

  9. In the event of litigation, both parties agree that the law of Texas shall apply and both parties agree to have its venue in the El Paso County Courthouse, El Paso, Texas.

  10. This agreement represents the complete understanding between JackRabbit Wireless LLC and customer as to the subject matter hereof, and supersedes all prior written or oral negotiations, representations, guarantees, warranties or promises.

  11. Service may be canceled at any time without penalty. Please notify JackRabbit Wireless LLC in writing or via phone call at support@JackRabbitWireless.com or 915-209-1698. Upon service termination request, arrangements will be made to collect or receive customer premises equipment.

  12. JackRabbit Wireless LLC must comply with valid law enforcement agency requests for information and may provide customer information when presented with a court order or extenuating situation requiring expedition of information.

  13. Network Abuse of the JackRabbit Wireless LLC network can and will be reviewed by JackRabbit Wireless LLC to determine appropriate action. Action may be taken without prior notification up to and including an immediate service disconnection. Network Abuse is determined solely by the network administrator. Examples include launching denial-of-service attacks, and unauthorized access of JackRabbit Wireless LLC infrastructure.

  14. The Standard maintenance window is between 4:00AM-5:10 AM Mountain Time Monday-Friday. During this time, equipment may have software updates applied and be rebooted to keep up with security patches and firmware updates.

  15. The urgent change window is daily between 3:00AM-5:10AM. This window is only used for situations requiring immediate action to ensure continued service delivery.

Installation and Physical Conditions

  1. A representative must be present upon installation who is 18 years of age or greater and able to enter an agreement with JackRabbit Wireless LLC.

  2. It is assumed the representative met onsite will have authority to agree to discussed mounting locations and authorize installation. Mounting may include drilling, screwing or other location impacting tasks. This can include (but is not limited to): Roofing, Siding and yard mounts.

  3. JackRabbit Wireless LLC will discuss viable options and pros/cons of each for mounting and installation. Mounting and installation are done to the highest standard possible to minimize potential issues, however every action carries an amount of risk. JackRabbit Wireless LLC is not liable for damage which could be or potentially could be caused by mounting or installation actions.

  4. If a customer requests a service disconnection, JackRabbit Wireless LLC will remove the electronic components but leave remaining items such as: Mounts, Cable, Screw Clips, etc. This is done to minimize any future issues which could occur due to the removal of mounted equipment.

  5. Lightning, wind, hail damage, or damage from falling debris (tree limbs, trees, hail, baseballs, softballs, footballs or any toy or material) that causes damage to equipment on premises is not the responsibility of JackRabbit Wireless LLC. That said, JackRabbit Wireless LLC will make reasonable attempts to replace and repair all JackRabbit Wireless LLC equipment (antenna, router, power injector, etc.). If the damage is minor (such as a stray baseball damaging the antenna) and not caused by the customer, JackRabbit Wireless will attempt to cover the costs. Major incidental damage (lightning striking the home) would be covered by home owners insurance, and any deliberate damage to equipment should be paid by the customer.

  6. JackRabbit Wireless LLC is not responsible or liable for any of the following:

  • Any obstructions that might be erected or grow between customer’s antenna and JackRabbit Wireless’ access points causing degradation or loss of service.

  • Debris or ice on antenna, or re-aiming the antenna.

  • Maintenance, configuration, or repair of customer’s computers or other devices

Service Plans

  1. Service plan speed is ‘up to’ the listed speed.

  2. Grandfathered service plans. In the course of business, JackRabbit Wireless LLC may change service offerings and leave existing customers on legacy (grandfathered) service plans. This is done at the discretion of JackRabbit Wireless LLC. If a user wishes to modify their plan they will be placed into the newer plan structure. If a grandfathered account disconnects, any re-connection options will be related to currently active plans.

Billing and Payments

  1. JackRabbit Wireless LLC typically bills on a monthly basis for its services.

  2. Billing is exclusively electronic delivery; one or more email addresses may be specified by the customer to receive billing notifications.

  3. JackRabbit Wireless LLC utilizes an online billing portal for management of invoices and payments. Users can see a history of all payments and invoices as well as make payments with credit and debit cards.

  4. Payment is due on the due date of the invoice. Failure to provide payment by the due date will result in automatic service disconnection.

  5. If service is disconnected due to failure to pay, service will only be reconnected after full payment of the balance due.

  6. If a customer is overdue on an invoice for more than 30 days, and does not respond to phone or email communication efforts by JackRabbit Wireless LLC, JackRabbit Wireless LLC will consider the account abandoned and make plans to terminate service and collect equipment.