Underline Infrastructure, LLC and Underline El Paso, LLC (“Underline,” “we,” “our,” or “us”) provides ultra-fast fiber internet access and information network connectivity to residential and commercial subscribers. Subscribers may also be called Customers and may occasionally be referred to as “you” or “your”. This General Policy Statement is part of the Service Agreement between Customer and Underline, which also includes: a) the General Term and Conditions; and b) the Acceptable Use Policy.
By using any of Underline’s offered services and products or by accessing Underline’s website, Customer consents to honor and be bound by these principles and policies, including the manner in which we manage network services to residential and business customers.
No. We will never harvest and sell your identifiable or even de-identified personal data.
We will only use data aggregations to direct and improve our own services and efforts, and never to serve ads.
Yes, we are committed to the principles of net neutrality in our role as the owner and operator of neutral, open access networks.
Yes. We require all service providers operating on our networks to sign a pledge—including commitments to net neutrality, transparency, privacy, and security.
We use only required cookies to secure your account, save your preferences within our applications, and to identify broad usability issues.
In addition, please be aware that some components we use will require cookies, and we vet these components for adherence to privacy and security best practices. Generally, websites you visit may use cookies. You can control what cookies are accepted by your computer through the settings on your web browser, or by deleting them from your files. You can also control whether cross-site cookie functionality is enabled. As a security best practice, our applications will never require you to enable this functionality.
When Customer clicks on a link to a third-party website or service, such third party may also transmit cookies to Customer. This Privacy Policy does not cover the use of cookies or other such tracking technology used by any third parties, and Underline is not responsible for their privacy policies and practices.
We monitor the connections on our network in the aggregate on a regular basis to determine the rate of utilization. If congestion emerges on the network, we may take measures to relieve it. We check for abnormal traffic flows, network security breaches, malware, and damage to the network.
If Underline determines, in our sole and reasonable discretion, that the manner in which a subscriber is using the service negatively impacts other subscribers or any Underline Network, we reserve the right to apply additional congestion management techniques. For example, we reserve the right to block or limit access to any applications, ports, or protocols that we determine, in our sole and reasonable discretion, may expose any Underline Network to potential legal liability, harm any Underline Network or otherwise interfere with or impair the experience of other subscribers on Underline Networks.
If a breach is detected, or high-volume users are brought to light by complaint, we may provide notification to the customer via email or phone. If a violation of our policies has occurred and such violation is not remedied, we may suspend or terminate that customer’s service.
Generally, you do not need approval to connect a third-party device to an Underline Network. Underline does not limit the types of devices that can be connected to any Underline Network, provided they are used for lawful purposes and do not harm an Underline Network, violate our Service Agreement, or harm other users of the Underline Network. However, if we determine, in our sole and reasonable discretion, that the connection of a particular type of device to any Underline Network negatively impacts other users or the Underline Network, or may expose us to potential legal liability, we reserve the right to limit or restrict subscribers’ ability to connect such type of device to Underline Networks.
We believe that every customer should enjoy the legal content and services of their choice.
No specific content or service providers will receive preferential treatment on our networks based on affiliation, the identity of the user, the identity of the provider, the content of the information, or the type of service being provided.
We, therefore:
Underline is committed to conducting business responsibly and transparently. If you are a customer, partner, community member, or other stakeholder and you have concerns about Underline’s business practices, we encourage you to contact us at support@underline.com or by mail at 105 E. Moreno Avenue, Suite 200, Colorado Springs, CO 80903-3933. We take all concerns seriously and will not retaliate against anyone who raises a good-faith concern.
If we make any material changes, we will notify you by placing a notice on our website and/or sending an email (sent to the email address specified in your account), or with a notice on your account prior to the change. We encourage you to periodically review this page for the latest information on our privacy policies.
Those updated notices will govern Customer’s use of the Service, and Customer is still responsible for reading and understanding all notices posted on Underline’s website.
If you object to any of the changes to these Privacy Policies, you may stop using the services and delete your account.
Customer’s continued use of the Service or website after notice of any changes have been provided will indicate Customer’s acceptance of such changes.
Contact Us
If you have any questions or concerns regarding Underline’s General Policy Statement, please contact Underline at support@underline.com
