As an inherent part of managing a network, we may collect or have access to the following categories of personal data:
We use the personal data we collect for the following purposes: (a) to provide, maintain, and improve our network services; (b) to process billing, payments, and collections; (c) to communicate with you about your account, services, and support requests; (d) to detect, investigate, and prevent fraud, unauthorized access, and other security incidents; (e) to comply with legal obligations and respond to lawful requests; (f) to enforce our Service Agreement and policies; (g) to analyze and improve our services, including through aggregated or de-identified data; (h) to manage network operations and maintain service quality.
When you sign up for services, request information, or otherwise provide us with your phone number, we may use that number to contact you about your account and services. This includes calls and text (SMS) messages for purposes such as:
By signing up for services, you consent to receive SMS messages from Underline. Message frequency may be up to 2–4 messages per month. Message and data rates may apply. Reply HELP for assistance or STOP to opt out at any time. Opting out of text messages will not affect your ability to receive service-related communications by other means, and consent to receive marketing messages is not a condition of purchasing any goods or services.
Certain personal information is confidential. We will only use it to direct and improve our own services and efforts, in areas such as installation, operations, administration, support, network management, maintenance, customer care, communications, billing and collection, and for accounting and tax purposes. We may also use such information in dealing with fraud and unauthorized use of our services.
Under the same terms of use, we may provide your information to our contracted vendors, partners or affiliates to provide, support, or improve our services. These service providers only have access to the information necessary to perform these limited functions on our behalf, and are required to protect and secure your information.
For example, Underline may use a payment processing company to receive and process Customer’s ACH or credit card transactions for Underline, or Underline may contract with third parties to assist Underline in optimizing Underline’s network.
We may use aggregate information about our customers and their usage for a variety of purposes, including, but not limited to: research insights, improved content, and enhanced service offerings and experience.
Such aggregate information does not identify individual customers. We may share such aggregate information with third parties, but will not share your identifiable information with third parties without your permission.
Underline does not sell your personal data. Underline does not share mobile information and messaging consent with third parties or affiliates for marketing or promotional purposes. Underline does not share your personal data for cross-context behavioral advertising (also known as targeted advertising). Because Underline does not engage in these activities, there is no need for you to opt out. However, if you wish to confirm your preferences or if applicable law grants you additional opt-out rights, you may contact us at privacy@underline.com.
We do not intentionally collect sensitive personal data as defined under applicable state privacy laws (such as data revealing racial or ethnic origin, religious beliefs, health conditions, sexual orientation, citizenship status, genetic or biometric data, or data from a known child). If we need to process sensitive personal data in the future, we will obtain your consent before doing so, as required by applicable law.
We may be forced to disclose personally identifiable information without your consent if we are required to do so by a court order. If we are served with a court order requiring disclosure, and are permitted to do so, we will inform you before releasing any information. While we cannot guarantee it, you may then have an opportunity to contest the order.
We may also disclose personally identifiable information without your consent when requested by law enforcement under certain circumstances.
In addition, we reserve the right to disclose your information if we have a good faith belief that it is necessary to respond to fraud, abuse, or unauthorized reception, or to act in an emergency to protect your safety or that of another.
We may also share or transfer your information along with your account as a part of any sale or transfer of all or a portion of our business operations, merger, or combination with another organization. In such a case, you will be notified of any such transfer.
Information associated with your account will be kept while you are a Customer. Even when Customer modifies, amends, or deletes personal information, Underline may maintain a copy of the unrevised information in Underline’s records for internal security reasons and record-keeping.
Once a Customer no longer has an active account, we may retain and use such information as necessary to comply with business practices, by law and/or to resolve disputes, enforce agreement or for tax reporting purposes.
We retain personal data for as long as necessary to fulfill the purposes described in this policy, to comply with our legal obligations, to resolve disputes, and to enforce our agreements. When determining the appropriate retention period, we consider the nature and sensitivity of the data, the purposes of processing, and applicable legal requirements. When personal data is no longer required, we will securely delete or de-identify it.
We will not delete certain information such as historic email, billing and/or Service addresses that we use for security and verification purposes.
To submit a data deletion request, please contact Underline at privacy@underline.com
The security of your personal information is important to us. When you provide us with sensitive information, the transmission of that information is encrypted using secure socket layer technology (SSL). We also follow widely-accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.
Our routers contain state-of-the-art firewalls that protect your home or business network from outside intrusion. We regularly issue firmware upgrades to protect against the latest threats.
Individuals 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 clicking on an internet link or giving away personal information. You can learn more about staying safe online here.
Maintaining the security of your personal computer is an important part of protecting your own privacy, and helping us protect our network and services for customers.
It is Customer’s responsibility to prevent unauthorized access to Customer’s account and personal information by selecting and protecting Customer’s password and/or other sign-on mechanism appropriately and limiting access to Customer’s computer, tablet or device and browser by signing off after Customer has finished accessing Customer’s account.
Customer is solely responsible for any use of Underline Services via Customer’s username and password.
We recommend that you regularly change your login password, using hard-to-guess combinations of numbers, letters and special characters. You should also regularly update your antivirus software, firewall, wireless network security, and operating system to prevent unauthorized access by others and harm from various forms of viruses. You should regularly back up your computer to preserve your files, including email or other messages you want to keep.
Once communications enter the internet, those communications can be accessed by third parties over whom we have no control. Moreover, since we cannot control web sites or services operated by third parties, you should review their terms of service and privacy policies. If possible, only access websites that use a valid SSL certificate which validates the publisher’s identity.
Although we endeavor to ensure the integrity and security of our network and computer systems, we cannot guarantee that our security measures will prevent unauthorized access via means beyond our control.
Our facilities are certified with leading industry certification standards such as SOC2, ISO 27001, and PCI-DSS. We employ modern software and data security practices such as 2-factor authentication and data network isolation. In addition, our data centers, operations facilities, and software systems are fully redundant to provide you the most reliable service possible. Underline provides network connectivity between your premises and the service providers (e.g. ISP, telehealth, entertainment) you select. While we work closely with those service providers, we are not responsible for the quality of service they provide beyond securely forwarding their content or internet traffic through our infrastructure, to and from the network device at your premises.
In the event of a data breach involving your personal information, we will notify affected customers within 30 days of our determination that a reportable breach has occurred, in accordance with applicable federal and state laws. Where required, we will also notify relevant regulatory authorities and law enforcement agencies. Notification may be provided by email to the address associated with your account, by mail, or as otherwise required by law.
Depending on where you live, you may have certain rights with respect to your personal data under applicable state privacy laws, including the right to:
Contact Us
If you have any questions about our privacy policies, wish to exercise your privacy rights, or have a complaint about our data practices, please contact us at privacy@underline.com or by mail at 105 E. Moreno Avenue, Suite 200, Colorado Springs, CO 80903-3933. We will respond to your request within the timeframe required by applicable law. We will not discriminate against you for exercising your rights. If we decline a request, you may appeal our decision by contacting us with the subject line “Privacy Rights Appeal.”
