Internet Access Agreement

Last Updated: 03/15/2024

INTERNET ACCESS AGREEMENT
This online agreement is entered into by and between you the subscriber (Subscriber) and Silver Rapid LLC (Provider), for the purpose of establishing the terms and conditions under which Provider will furnish Internet Access Service.

SERVICE TO BE PROVIDED. Provider, under the terms of this agreement, will furnish to Subscriber the selected package of Internet Access Service agreed upon at time of installation.

TERM OF THE AGREEMENT. This Agreement shall be in effect for an initial term commencing with service inception and continuing for as long as service is being provided. Customer has the right to cancel subscription to service(s) at any time. Silver Rapid owns all equipment, antennas, cables, and select software and upon any termination all equipment must be returned to Silver Rapid. Any unreturned equipment will be billed to the Subscriber in the amount of $400.00 for equipment fees.

CHANGES TO SERVICE. Subscriber may choose to change their Internet Access package/speed without violating the terms of this agreement. A change fee may be required to implement the change. A move of service will incur a minimum fee of $140.00. Excess cabling and multiple workstation moves will incur normal hourly labor rates beyond the basic $140.00 equipment move fee. Early termination charges will not apply during the time frame in which a move of equipment occurs and service is reestablished.

PAYMENT SCHEDULE. Subscriber will be billed installation charges, as well as the appropriate rates for the Internet Access Service speed selected at the time of the first bill. Provider reserves the right to request payment for any and all equipment associated with the initial installation for Internet access in advance. Internet Access Service charges are due and payable monthly in advance. Failure to pay monthly service charges by the 15th day of the month, shall give Provider the right, without liability, to temporarily disconnect Internet Access Service. The Provider is not liable for any loss of business, loss of phone service, or any style of Internet services from a deactivated Internet account. A returned check will be considered non-payment of the account. Restoration of service will require payment of any unpaid balance and a reconnect charge of $50 may be applied. If service is not reconnected within seven (7) calendar days, the Internet Access Service will be permanently disconnected. To restore service after a permanent disconnect, payment of the full unpaid balance, early termination charge, and pre-payment of new installation charges may apply.

LATE PAMENT FEES. A late payment fee of $10.00 per month may be added on accounts not paid within seven (7) days of billing. Returned Check Charge – A $30.00 processing fee will be charged on all returned checks.

CUSTOMER PROVIDED EQUIPMENT. Any equipment not purchased from Provider is customer provided equipment. Provider is not responsible for support of customer provided equipment and Subscriber will be liable for the expense of a service call if such equipment adversely affects Internet Access Service.

CUSTOMER INSTALLATION. The installation date and time will be determined by Provider and communicated to Subscriber as early as possible. Prior to or during installation, Subscriber and Provider will determine if Subscriber’s computer(s) are configured appropriately for the Internet Access Service connection. If not, Subscriber will be required to purchase or provide the appropriate hardware for the service to work. Installation of said equipment can be installed by Provider for a fee. In the event a Subscriber installs a network utilizing the provided Internet Access Service modem, it is with the clear understanding that Provider is not responsible for any problems that may occur. Provider will not dispatch a technician to Subscriber’s location to resolve any computer and/or network-related problems without an associated fee. Provider will not perform work on any of Subscriber’s computers without an associated fee.

DELAY. Provider will not be liable for any delay in the delivery or installation of Internet Access Service or for any damages suffered by Subscriber by reason of such delay regardless of whether such delay is directly or indirectly caused by Provider.

SERVICE CALLS. If Provider is called to Subscriber’s site and it is determined that the problem is other than the Internet Access Service and/or the Internet Access interface, a minimum service fee of $140.00 will be charged for the first hour and in half hour increments thereafter. The stated rates apply during regular business hours. Overtime, weekend, and holiday rates will be higher. Travel and related charges may also apply. The provided Internet Access Service hardware is warranted by its manufacturer for a period of one (1) year. Provider will support the hardware for problems covered by the manufacturer’s warranty for the duration of active-paid service. Service calls determined to be the result of Subscriber Damage or Negligence will be charged to Subscriber.

SERVICE DELIVERY. Internet Access connection speed (10 Mbps to 1000 Mbps, depending on package chosen) is measured between Subscriber’s location and the Provider access point. Connection speeds may be lower under conditions of high Internet usage. Actual data transmission or throughput may be lower than the connection speed due to Internet congestion, server or router speeds, protocol overheads, and other factors which cannot be controlled by Provider.

CONSEQUENTIAL DAMAGES. Provider is not responsible for any incidental or consequential damages resulting from failure of, or suspension of, Internet Access services.

Voice Over IP (VOIP). Provider does support, but does not guarantee third party Voice Over IP Protocol. Any number of factors can take down a Voice Over IP telephone line. We suggest to always have a backup cellular phone if you use any Voice Over IP services.

TV Over IP (IPTV). Provider does support, but does not guarantee TV Over IP Protocol. Any number of factors can take down a TV Over IP television line.

ADDITIONAL TERMS. If either party commences an action against the other party to enforce the provisions of this Agreement, the prevailing party shall be entitled to recover reasonable attorney’s fees and costs from the non-prevailing party. If any provisions of this Agreement are held to be illegal, invalid, or unenforceable, such shall not invalidate the remaining provisions hereof. This contract supersedes any previous agreements, verbal or written. In the event of legal action arising out of or related to this Agreement, including claims for non-payment of amounts owed here-under, Calaveras County, California shall be the exclusive jurisdiction and legal venue for said action and this Agreement shall be construed according to the laws for the State of California.

Abusive Use Policy
As with all internet service providers, Silver Rapid does have an Excessive Use Policy. The vast majority of Silver Rapid customers use their connection in a manner that does not infringe on other Silver Rapid customers. An extremely small percentage of customers use their Silver Rapid connection excessively, or at such extreme high volumes, that they use more than their share of the overall Silver Rapid connection. While this high-volume use among our customers is very rare (less than 1%), Silver Rapid reserves the right to throttle the network speed of any offending customer down to a lower sustained rate. Silver Rapid would like to stress that this is an extremely rare occurrence and that it only affects those customers who constantly abuse their connection by maintaining extremely long periods of sustained upstream and downstream traffic that maxes out their connection. Silver Rapid expects that almost all its customers will remain unaffected by this as they maintain their normal Internet usage.

Inciting:
We do not tolerate behavior that incites repeated DDoS attacks. Although some DDoS attacks are random, most attacks seem to target online gaming participants as a result of their behavior / voice communication within the game. If you play online, multiplayer games, we encourage you to be respectful and avoid joining parties and communicating with players you are not familiar with. If you receive multiple DDoS attack against your IP address, we may, at our discretion, assign a Static IP address ($20/month) to your account and ask that you cease all DDoS-encouraging activities. Failure to do so may cause us to terminate your services.

Email Spamming:
If a customer’s email address is used to send out Spam emails or sends large quantities of mail out we will reset the email password and suspend the email account. We encourage customers to have strong, unique passwords containing upper and lowercase letters and special characters. Failure to do so may cause us to terminate your services.

Commitment of Service
Silver Rapid continually strives to be the premier Internet Access Service Provider in our community. As part of this commitment, our Network Operations Center (NOC) Engineers proactively monitor performance on our network backbone to ensure Silver Rapid has adequate backbone bandwidth to accommodate high- speed service for our entire customer base. Silver Rapid offers products that range from dedicated backbone bandwidth (more expensive) to products that are shared backbone bandwidth (less expensive). You should work with your Silver Rapid representative to determine which product offering best fits the needs of your business or residence.

It is important to Silver Rapid that our customers clearly understand the difference between purchased bandwidth and throughput. First, some background about the Internet. The Internet is a mesh network comprised of multiple independent Internet Service Providers, Enterprise Level Customers and Residential Customers located throughout the world. As such, there are various WAN routing protocols that make up the Internet including, but not limited to, Frame Relay, ATM, IP over Ethernet and IP over SONET. With these WAN routing protocols come various overhead requirements that reduce the amount of throughput possible for all Internet customers. In addition, TCP is the primary transport layer protocol utilized throughout the Internet. HTTP (www sites), HTTPS, FTP, TELNET and many other applications utilize the TCP protocol suite as their transport layer protocol. TCP is a connection-oriented protocol thus also has overhead requirements. Most in-depth testing and research show that the average customer will get optimal throughput of 90% to 99% of their purchased bandwidth. This (90% to 99%) is considered the best possible throughput results and can degrade beyond that should there be congestion on the Internet (whether the congestion be with the source ISP, destination ISP or Internet backbone, including access points or peering points). Keeping the network overhead described above in mind, an example of optimal “throughput speed” versus “purchased bandwidth”. Remember that other congestion factors could come in play that reduce this speed, but this would be your optimal (best possible) throughput speed.

Finally, Silver Rapid takes great pride in our high-speed network. We also recognize that unexpected traffic on our network and/or the Internet can at times impact our customers reducing their throughput speeds. Many factors are involved in this potential problem and our commitment is that Silver Rapid will do everything possible to proactively monitor, evaluate and control the factors within our direct control. In addition, we continually evaluate new technologies to ensure we evolve our network as technologies change thus allowing us to deliver state-of-the-art products to our customers.

If you have any questions or concerns about these Terms and Conditions, please contact us at help@silverrapid.com.

Thank you for choosing Silver Rapid.