EMERALD BROADBAND, LLC

PRIVACY POLICY

Emerald Broadband’s Privacy Policy

We know you care about your privacy, and we understand the trust you place in us to protect it when you use our services or interact with us whether it be through social media, our website, or any form of communication. We take protecting your privacy and the information we collect about you seriously. We would like to be clear about how we protect, collect and use your information. In order to provide our services to best fit your needs and meet your requests, collecting information about you is inevitable.

The Emerald Broadband Privacy Policy (“Privacy Policy”) describes in detail the types of information we collect, and how we use and share that information. There are some sections that are required by law and may seem technical and long-winded. It is important to Emerald Broadband that you understand the choices and rights you have. Please contact our office with any questions at 541-363-0260.

This Privacy Policy reflects our commitment to our core business objective to provide you with world-class services while maintaining cost-effective subscriptions and protecting your privacy.

Our commitments:

  • Communicate our privacy practices in the most accessible and clear manner possible;

  • Explain the choices about how we may use your information for our own marketing purposes;

  • Never sell your Personally Identifiable Information (PII) to anyone for any reason. This includes your web browsing history, viewing activities, or call detail records;

  • Use reasonable security measures to secure your information; and

  • Inform you of any changes made to our Privacy Policy and post the most recent version at www.emeraldbroadband.com/privacy.

Please review the full Privacy Policy below and contact us with any questions at 541-363-0260.

 

WHEN THE PRIVACY POLICY APPLIES

The Privacy Policy applies to the information collected when you subscribe to, access or use our Emerald Broadband products, services, or website (“Emerald Broadband Platform”). Parts of the Privacy Policy will not apply to you depending on what services you have subscribed to, and what services you access or use.

The websites (news, shopping, search engines) or services (streaming, email, games) that Emerald Broadband does not own have their own Privacy Policies and are not controlled by Emerald Broadband. Be aware these third parties may have different practices, this Privacy Policy does not cover information that may be collected:

  • When you download or make purchases from other websites or companies while using Emerald Broadband internet;

  • When you log-in and access content provided by a third party using an Emerald Broadband device;

  • Through any other product, service, application, or website including your interactions with online video and other third party content services, even though you may have accessed them through the Emerald Broadband platform; and

  • From devices that are not Emerald Broadband owned (laptops, tablets, phones, TV’s) where the manufacturer has enabled information-collecting capabilities.

You should read the privacy policies of the other services, websites, applications, etc. to understand their privacy practices.

HOW WE COLLECT INFORMATION

We collect a variety of information about you in order to provide you with our services and products and to communicate with you. This information is needed to provide you with our services and products and superior customer service. For example, we track when you call or email Emerald Broadband, what the issue was and how to best contact you back.

If you are an Emerald Broadband customer and you allow others to use or access your accounts, information about that person will also be collected. We may also collect information about you from third parties.

Information you provide to Emerald Broadband directly or you create an account

We collect information about you when you contact us or become a customer of Emerald Broadband, such as:

  • Contact information (service and mailing addresses, name, phone number, email address, user names and passwords);

  • Information about the types of services you have subscribed to, service options you have chosen, and any customizations you have made to the subscription;

  • Your payment method information (bank account information, card numbers and expiration);

  • The information you provide when completing a survey or entering a contest;

  • The records we keep when you communicate with us through email, phone calls, social media or on-line chats.

Automatically collected information through your use of our services, products, and website

Information about your use of our service, products, and website will automatically be collected in order to deliver or grant you access to our services, such as:

  • information from any device you use when you interact with us, including but not limited to the device identifiers, the number, types, and status of devices connected to our network, network addresses, operating system, and technical configurations of the equipment used with our services, products, and websites;

  • network traffic data;

  • performance and support data; and

  • information about your use and the operation of Emerald Broadband products, services, website, and their features.

Usage information will automatically be collected in order to provide our services and products to you. The types of Emerald Broadband services you use, access or interact with will determine what information will be collected. For example, we may collect call records, including the phone numbers that you call and that call you, and the times and dates of those calls when you subscribe to our phone service. 

Also, if you subscribe to or use services that require us to transfer or store communications, such as voicemail, it will be necessary for us to collect the content of those communications to provide you with the service you have requested because it is required in order for the service to function. We collect such information only when it is necessary to provide you with the products or features of the services you use.

When you visit or use our Emerald Broadband websites, we collect information about your interactions within the website, such as where you browse and what you search. Device information is also collected, including your IP address and information about your browser, operating system, platform type; demographic information through cookies, web beacons, and other tracking technologies; information about the website that referred you to an Emerald Broadband website, and the website to which we refer you when you leave the Emerald Broadband website. In order for us to provide internet service and for users to communicate with each other and with websites on the internet, collecting this information is necessary, such as IP addresses and referring websites.

Location Information

When you access our network, we may collect general location information, including the city or zip code that correlates with the license of your device IP address, or more precise geolocation data that indicated where you were at a specific point in time. 

Information obtained from third parties

In order to deliver our services and products to you, we may collect information from third parties for that purpose. This may include information to verify the information you have provided and from credit reporting agencies to determine your creditworthiness, credit score, and credit usage.

We may have a record of whether landlord permission was necessary prior to installing our services and products as well as the landlord’s name and address. 

Information is collected from outside sources as well, such as research consultants and marketing firms. We may collect commercially available demographic information about you or your community available from third parties, including age, gender, and preferred language. We may also collect commercially available interest data, such as whether you like pina coladas, getting caught in the rain or if you’re not into yoga.

How and when we use information, including for advertising and tracking

We use the information we collect to provide you with reliable, world-class services and products. We also use the information to communicate with you, make improvements to our services and products, investigate theft and other illegal activities, and personalize your experience. This may involve linking and combining information about you from across the Emerald Broadband platform, as well as third parties (“Combined Information”).

The information collected may also be used to create business and marketing reports, and to show you more relevant advertising, whether through our own services and websites , or on third-party services and websites. To better understand your choices with respect to how your information is used, please read the “Your Choices” section of the Privacy Policy.

To provide and improve our services, products, and websites

The information we collect is used to:

  • Properly deliver, maintain, and improve our services, products, and websites;

  • Fulfill requests for new service or changes to you account of the products and services you already receive;

  • Provide you with technical support and the best customer service, including through the use of recorded or monitored communications between you and our other customer service agents;

  • Create and administer an Emerald Broadband account, including activating your service, billing, invoicing, and debt collection activities;

  • Authenticate or otherwise provide you access to your Emerald Broadband products and services;

  • Provide updates, upgrades, repairs or replacements for any of our service-related devices or software used in providing or receiving services;

  • Manage and configure our devices, systems and networks;

  • Understand how the service is being used, including through the creation of operational and marketing reports based on de-identified and/or aggregated service usage information;

  • Inform you of additional products and services that may be of interest to you;

  • Protect the security of the system, prevent fraud, detect unauthorized reception, use, and abuse of any Emerald Broadband product, service or website, and to enforce any Emerald Broadband policy or applicable terms of service;

  • Protect our rights, our personnel, our property, and the safety of others;

  • Maintain our accounting, tax, and other records; and

  • Comply with applicable federal and state laws and regulations, as well as the general administration of our business.

To communicate with you

The information we collect is used to deliver and personalize our communications with you. For example, if you used an interactive or transactional service, e.g., responding to a survey, we will use that information to send you recommendations for additional Emerald Broadband services or products that may be of interest to you and to provide you with a more personalized experience. We may use that information to remind you of a service appointment, to follow up with you after a service request, and to send you important service-related notices and announcements.

Promotional communications for services and products that may be of interest to you may be sent through the mail, by phone or online. Some of these communications may be directed to you because of the Emerald Broadband services to which you subscribe or your interactions on the Emerald Broadband platform, and some may be directed to you because of your general geographic location. For example, if are launching a new service in a limited area, only residents of that particular area will receive that promotional commutation. This is often called “zone” advertising.

To create business and marketing reports

The information collected is used to create business and marketing reports (“reports”) to provide insights into what services and products our customers are using, how long they are using our services and products, how some of our services are accessed, and what additional services and products may be of interest to our customers. We may create similar reports in the phone and broadband context that measure and analyze service usage information, such as the peak times of usage, the amount of bandwidth used, and the amount (not the content) of data stored on our systems.

The reports are used for our own internal purposes, such as improving our services and products, measuring the effectiveness of our marketing and advertising, and other research and analytics. We may also share these reports with third parties, please read the “When and with whom we share information” section. Any reports shared with third parties for the third parties own use will not contain information that personally identifies you unless we have your express consent, it will only contain de-identified and/or aggregated information. To better understand the choices you have, please read the “Your choices” section.

Advertising generally

We use some of the information we collect to make the marketing advertising you see on the Emerald Broadband platform more relevant to you, as well as to market the Emerald Broadband services and products on other websites and platforms. Many of our marketing and advertising activities use information that does not personally identify you, including your zip code, your IP address, advertiser IDs and other persistent identifiers that are not directly linked to any identifiable information. Some of our marketing and advertising activities do include the use of information that personally identifies you, such as when we use your postal address and email address to deliver marketing and advertising to you. The use of combined information is to create marketing and advertising campaigns. Please read the “Your Choices” section to better understand your choices.

Online advertising and customization

We may place “cookies” in your browser that contain information about you or your account when you set up a personalized service or customize your setting and preferences on our websites. Cookies enable us to help diagnose problems with our services, control the display of ads, track usage patterns, gather demographic information, analyze trends, conduct research, and otherwise administer the Emerald Broadband services. Sensitive information such as your passwords, email address or credit card numbers are not stored in cookies.

We use third party service providers to place advertisements for the Emerald Broadband services on the internet. These providers use standard tracking technologies used by most major websites and mobile applications to collect non-personal information about your visits to our websites as well as your interaction with our services and products. These providers may also use information about your visits to other sites to send interest-based advertisements for other services and products and to gauge the effectiveness of advertisements. Emerald Broadband does not permit these third parties to collect or use information that personally identifies you, such as your name, address, phone number or email address.

Our information collection and disclosure practices, and the choices that we provide, will continue to operate as described in this Privacy Policy, whether or not a Do Not Track is received from your browser.

WHEN AND WITH WHOM WE SHARE INFORMATION

Information is shared with others when it is necessary to provide you with the services and products you request, interact with, and to which you subscribe. We will share your information with others when you have directed us to do so such as, other users on your account, when required by law or to respond to legal process, or to protect our property, rights or the safety of our employees, our customers, or other individuals. 

We do not sell or share information that personally identifies our customers, including their internet usage information or call detail information to third parties for those third parties own use, including marketing or advertising of their own products and services. We have no plans to change this business practice, but if we do, we will provide our customers with advance notice and obtain their consent.

Account holders and other authorized users

We may disclose any information about a customer’s account and use of a service or feature to the primary account holder after appropriate authentication. The primary account holder may authorize other users to access information on the account, which may include information about the primary account holder’s use of the relevant service.

Emerald Broadband related businesses

Information about you may be shared with other Emerald Broadband related companies in order to provide the services you have requested or to which you subscribe, or to make your Emerald Broadband experience more streamlined, such as through combining account information into a single location for easier access.

Service providers

We may disclose your information to third party service providers who perform business activities and functions on our behalf to support our interactions with you, including billing and collections, payment processing, analytics and research, marketing, service delivery and customization, maintenance and operations, and fraud prevention. These third party service providers are authorized to use your personal information only as necessary to provide these services on our behalf.

Governmental entities or pursuant to valid legal process

In order to comply with valid legal process, such as subpoenas, court orders or search warrants, we may disclose information that personally identifies you. In some instances where there is a valid legal request or an order for disclosure of information about you, we may notify you of such request or order and then it may be your responsibility to object or take specific action to prevent any disclosures pursuant to those requests or orders.

If you subscribe to any Emerald Broadband service, we may be required by law to disclose information about you, including information that personally identifies you, your use of our services, and the content of your communications, to governmental entities upon receipt of valid legal process. These disclosures may be made with or without your consent and with or without notice, in compliance with applicable law.

Personally identifiable information about you may be disclosed, without your consent, to protect our customers, employees, or property; in emergency situations; to enforce our rights in court or elsewhere, or directly with you, for violations of service terms, conditions, or policies; and/or as otherwise required by law.

Third parties

We do not sell or share information that personally identifies our customers or other individuals who use our services or products with third parties for their own marketing or advertising purposes.

If you subscribe to our telephone service, your name, address and/or telephone number may be transmitted via Caller ID, published and distributed in affiliated or unaffiliated telephone directories, and available through affiliated or unaffiliated directory assistance operators. We take reasonable precautions to ensure that non-published and non-listed numbers are not included in the telephone directories or directory assistant services, although we cannot guarantee that errors will never occur. Please note that Caller ID blocking may not prevent the display of your name and/or telephone number when you dial certain business numbers, 911, 900 numbers or toll-free 800, 844, 855, 866, 877, 888 numbers. 

Some of the advertisements we display may invite interactive or transactional follow-up from you. When you interact and provide your consent, we may share your contact information with such advertiser for the purpose of fulfilling your request. We may also share individually de-identified and/or aggregate information, including our business and marketing reports, with third parties for their own purposes.

Should we ever enter into a merger, acquisition, or sale of all or part of our assets, we may transfer information about you, including information that personally identifies you, as part of the transaction.

WHAT CHOICES YOU HAVE TO CONTROL THE USE OF INFORMATION BY EMERALD BROADBAND

You have many choices in controlling how we use and share you information for marketing and advertising purposes. For example, you can choose whether to receive promotional emails or text messages. You may contact our office at 541-363-0260 or email contact@emeraldbroadband.com to be added to our “DO NOT CALL,” “DO NOT EMAIL,” or “DO NOT KNOCK” list, which will limit the marketing and advertising messages you receive about Emerald Broadband services and products. You may contact our office to limit our use of combined information, or our business and marketing reports to direct addressable advertisements or interest-based advertisements to you.

Some preferences will only apply if you subscribe to an Emerald Broadband service and may require additional account information. If you make changes to your contact information or get a new account, you will need to update your privacy preferences.

If you are not an Emerald Broadband customer and would like to add your name to the Emerald Broadband DO NOT CALL or DO NOT EMAIL list, please contact our office at 541-363-0260 or email contact@emeraldbroadband.com.

Please note that even if you choose to limit the use of information or communications for marketing and advertising purposes, you will still receive general advertising and zone advertising, in addition to service-related messages.

Online tracking and interest-based advertising

You may also limit some tracking mechanisms that collect information when you use our websites. Many web browsers automatically accept cookies, but you can usually modify your browser’s setting to decline cookies if you prefer. If you choose to decline cookies, certain features of websites, including the websites themselves, may not function properly or may be inaccessible to you. In addition, you may also render some web beacons unusable by rejecting or removing their associated cookies. If you choose to remove cookies, you may also be removing the opt-out cookies that affect your advertising preferences.

Some of our websites use Google Analytics, a web analytics service provided by Google, Inc. Google Analytics uses cookies or other tracking technologies to help us analyze how users interact with and use the Emerald Broadband websites, compile reports on the websites’ activity, and provide other services related to website activity and usage. The technologies used by Google may collect information such as your IP address, time of visit, whether are a return visitor, and any referring website. The websites do not use Google Analytics to gather information that personally identifies you and Google has committed not to re-identify the information it collects without your affirmative consent. The information generated by Google Analytics will be transmitted to and stored by Google and will be subject to Google’s Privacy Policies.

Please understand that opting-out of advertising networks services does not mean that you will not receive adverting while using our websites or on other websites, nor will it prevent the receipt of interest-based advertising from third parties that do not participate in these programs. It will, however, exclude you from interest-based advertising conducted through participating networks, as provided by their policies and choice mechanisms.

CPNI

When you initiate an interaction with one of our representatives, such as a phone call or chat, we may ask for your oral consent to our use of your CPNI (customer proprietary network information) for the purposes of providing you with an offer for other products or services. If you consent, we may use your CPNI for the duration of such interaction to offer you those additional products or services.

If you subscribe to Emerald Broadband’s voice service, we would like to use the CPNI information we have on file to provide you with information about services and products or special promotions for other communications-related services and products to which you do not already subscribe.

We will wait at least thirty (30) days from the date we first provide notice to you, as a subscriber of Emerald Broadband voice service, before we use your CPNI for this purpose. During that time and at any time after, you may opt-out of our use of your CPNI for these marketing purposes by calling us at 541-363-0260 or emailing contact@emeraldbroadband.com.

HOW WE PROTECT YOUR INFORMATION

We take our responsibility to secure the information we collect and maintain seriously. We use reasonable security, including technical, physical and administrative controls, to secure the information we collect and maintain. However, we cannot guarantee that these practices will prevent every unauthorized attempt to access, use, or disclose Emerald Broadband information.

You can help protect the privacy of your own information by using encryption and other techniques to prevent unauthorized interception of your personal information. You are responsible for the security of your information that you transmit to us or view, download, or otherwise access when using unencrypted, public or other unsecured networks. For more information, visit www.OnGuardOnline.gov.

HOW WE PROTECT CHILDREN’S PRIVACY

We do not knowingly collect personal information from anyone under the age of 13.

WHAT YOUR RIGHTS AND OUR LIMITATIONS ARE UNDER FEDERAL LAWS

The federal Communications Act imposes limitations on our collection, use, and sharing of information that personally identifies you when you subscribe to telecommunications services provided using the facilities of the Emerald Broadband system. 

We provide written copies of the Emerald Broadband Privacy Policy as required by law, but it is always available here.

Section 222 of the Communications Act provides additional privacy protections for information about the quantity, technical configuration, type, destination, location, and amount of your use of the Emerald Broadband telecommunications services, and information about your Emerald Broadband phone service that is contained on your bill. This information, when linked to an identifiable customer of such service, is known as CPNI. CPNI does not include a customer’s name, address, and telephone number, which is defined by the Communications Act as “subscriber list information” and is not subject to the CPNI protections. 

Personally identifiable information is information that identifies a particular person; it does not include de-identified or aggregated data that does not identify a particular person.

If you believe that you have been aggrieved by any act of ours in violation of law, we encourage you to contact us in order to resolve your question or concern. You may also enforce the limitations imposed on us the law with respect to your personally identifiable information through a civil lawsuit in federal district court seeking damages, attorneys’ fees, and litigation costs. Other rights and remedies may be available to you under other applicable federal or state laws as well.

HOW TO ACCESS AND CORRECT THE INFORMATION IN OUR RECORDS

We strive to keep our records accurate. If any of your information changes, please contact us immediately so we can update our records.

If you make a written request for a copy of your CPNI, we will disclose the relevant information we have to you at the address we have for your account, or to any person authorized by you, if we reasonably believe the request is valid. We reserve the right to charge you for the cost of retrieving and photocopying any documents that you request. For telephone and online access to your CPNI such as outbound call detail records, we require that you first authenticate your identity. We generally do not provide our customers with records that we do not furnish as part of a telephone bill, web-browsing history, IP address logs or any other information that we do not create or maintain in the ordinary course of business unless there is a court order or similar legal process. If there are errors in names, addresses, or telephone numbers in our vendors’ directory lists, or if you have been omitted from the directory, the correction cannot be made until the next available publication. Please understand that we may have no control over information appearing in directory lists or provided by directory assistance services which we do not own.

WHAT HAPPENS IF WE CHANGE THIS PRIVACY POLICY

The most current version of our Privacy Policy is published and maintained at www.emeraldbroadband.com.      The needs of our customers and the business may change from time to time and, when that happens, we may need to modify this Privacy Policy. Any changes will be posted at this website. If we make any changes that materially affect your rights or the way in which we use or disclose information, we will notify you in advance through written, electronic or other means, as permitted by law, so that you can make any necessary decisions about your ongoing use of the Emerald Broadband platform.

HOW TO CONTACT US WITH QUESTIONS ABOUT THIS PRIVACY POLICY 

Questions about Emerald Broadband’s privacy protections and practices should be sent to 

Written or Verbal Requests:

Emerald Broadband

859 Willamette St

Eugene, OR 97401

 

Email Requests:

contact@emeraldbroadband.com

 

Phone Requests:

541-363-0260

 

Please remember, even though no process is perfect and there may be errors, Emerald Broadband strives to never give you up, never let you down, never run around and desert you. We will strive to never make you cry, never say goodbye, tell you a lie or hurt you.