Thank you for helping us grow a gigabit community! We are thrilled you have chosen us as your service provider! We know that questions will arise and we are here to help answer them. While the technician is installing your equipment, review the following documents. • Plume HomePass App — how to install on your smartphone so you can make the most out of your Wi-Fi • High-Speed Internet Makes Streaming Easy — watch live TV and video on demand • Troubleshooting & Tech Support — what to do when something isn’t working • And last, a refrigerator magnet to fill out for quick access to important information Be sure to join our Sprout Fiber Internet Subscriber’s Facebook Group. We will share more tips and tricks and keep you informed as we grow together. Now, let’s get connected and share that you are part of the Sprout Community. Plant your yard sign, snap a pic, and tag us @ cullmanec with #SproutFiberInternet #PowerfulConnections #BrighterFuture
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Stay Connected with Plume HomePass ÂŽ
While the Sprout Fiber technicians are installing internet in your home, please download the Plume HomePass app on your smartphone and create a new account using your email address. To access the app for Android and iOS, you can scan the included QR code. The HomePass app will allow you to have full visibility and control of your network. You can run speed tests, see which devices are connected and get daily reports on how your network is performing.
1. After downloading, open the HomePass app and choose the Set Up Plume option. continued on back
QR CODES
IOS
ANDROID
2. The app will prompt you to enter your name and email. This will be for your new new Plume account. 3. Choose your Plume account password, which must be at least 8 characters long. 4. An email will be sent to you. Click on the Verify Email link within that email to continue the setup process. 5. Once you get to this screen, the account process is complete. The Sprout Fiber technician will complete the installation of your internet and then walk through the rest of the Plume HomePass setup with you. 6. Be sure to enable app notifications. This will help you monitor your network activity.
Thanks for choosing Sprout Fiber Internet. Don’t forget to join our Sprout Fiber Internet Subscriber’s Facebook Group. We will share more tips and tricks and keep you informed as we grow together.
Troubleshooting & Tech Support No internet connection? Need help? We are here for you 24/7/365! Sprout Fiber Internet is proud to offer the fastest and most reliable internet to our subscribers. But, sometimes, outages from unforeseen events can affect your service. If your internet is not working, your Sprout equipment is the best place to check first. Does the ONT (the white box wired to the wall inside the house) have 3 solid green lights on LAN, FIBER, and POWER? YES: Proceed to the next question NO: Call Tech Support at 256-737-3200 Is the Plume SuperPod (the silver hexagon plugged into an outlet) showing a pulsing light? NO: Proceed to the next question YES: Call Tech Support at 256-737-3200 On your Plume HomePass app on your smartphone, is the globe pulsing? YES: There is an internet connection, and the issue is device related. Try the steps below. NO: It may say “looking for pods “ or “lost internet connection.” Call Tech Support at 256-737-3200 Device Troubleshooting 1. Verify your device is connected to your network in your Wi-Fi settings. 2. Try to connect to other websites using your device. 3. If you cannot visit any website with your device, try to access the internet with another device. If the other device connects, restart your device and try to connect to your network. 4. If you are still unable to connect your device to the network, call Tech Support at 256-737-3200.
cullmanec.com/sprout
High-Speed Internet Makes Streaming Easy Sprout Fiber Internet does not provide streaming services or devices, but our fiber network makes it easy for you to stream.
Would you like to watch Live TV and videos on demand? FIRST, YOU WILL NEED A SMART TV OR STREAMING DEVICE
Some of the more popular devices include Roku, Apple TV and Amazon Firestick. All of these you can buy online or at many retailers (Walmart, Amazon, etc.)
ON DEMAND STREAMING PROVIDERS: Netflix Prime Video Discovery + HBO Max Hulu and many Disney+ Peacock others POULAR LIVE TV STREAMING PROVIDERS: Youtube TV Sling Hulu Live Philo Fubo TV
NEXT, PICK HOW YOU WANT TO STREAM.
There are two options when it comes to streaming — on demand and live TV. On demand allows you to choose what you want to watch from a library of shows and movies. Live TV streaming is similar to a cable or satellite provider where you can watch your local news, sports and network programming.
YOUTUBE TV
SLING TV
HULU + LIVE TV
FUBO TV
PHILO
OVERVIEW
One of the best services for overall live streaming. It has more top channels for the base price.
Less expensive than other options, but fewer channels. Add-on packages are available though.
News, sports and entertainment programming, plus on-demand streaming options from Hulu.
Great for the sports fan and has a wide array of news and entertainment options to appeal to general audiences.
Watch live, save unlimited shows to watch later, or browse a huge library of content available on-demand.
CHANNELS
70+
30+
60+
100+
55+
FREE TRIAL
Yes
Yes
Yes
Yes
Yes
LOCAL NETWORKS
Yes
Fox & NBC
Yes
Fox & NBC
No
3
1
2
2
3
Unlimited
50 hours
50 hours
30 hours
Unlimited
Yes
Yes
Yes
Yes
Yes
tv.youtube.com
sling.com
hulu.com
fubo.tv
try.philo.com
MAX SCREENS STREAMING AT ONCE CLOUD DVR FAST FORWARD OR SKIP COMMERCIALS* WEBSITE
*This function is only available with recorded programming on DVR.
RESIDENTIAL SERVICE AGREEMENT 01/21 This Residential Service Agreement (“Agreement”) describes certain terms under which Cooperative Connections, LLC (dba “Sprout Fiber Internet”) will provide fiber optic broadband services (the “Service”) to subscribers. By accepting service from Cooperative Connections, LLC d/b/a Sprout Fiber Internet, you agree to these terms and conditions and they are legally binding. 1. TERMS OF SERVICE AND COMPLIANCE. Subscriber agrees to comply with all terms contained within this Agreement and to comply with SPROUT FIBER INTERNET’s policies, rules and price schedules related to the Service. This Agreement, along with SPROUT FIBER INTERNET’s policies, rules and price schedules, are collectively referred to herein as the “Terms of Service.” The Terms of Service constitute a binding contract between the Subscriber and SPROUT FIBER INTERNET. The Subscriber acknowledges and agrees that the Terms of Service may change from time to time following notice of such change and will remain contractually binding. The Subscriber’s signing of the Participation Form at the time service is requested and use of the Service shall be deemed acknowledgment that the Subscriber has read and agreed to all the Terms of Service, including this Agreement. 2. OWNERSHIP OF THE SERVICE LOCATION. The Subscriber represents that it lawfully owns the real property at which the Subscriber is to receive the Service (the “Service Location), or that the Subscriber has the permission of such owner(s) to enter this Agreement. 3. BILLING AND PAYMENT. The Subscriber agrees to pay all current and future rates, fees, deposits, and other charges related to the Service, including installation fees (if applicable) covering non-standard installation for one data connection, one phone line (if applicable), and WiFi extenders (if applicable). The Subscriber agrees that failure to pay all rates, fees, and charges may result in termination of Service and SPROUT FIBER INTERNET’s immediate collection of all amounts owed. Installation fee (if applicable) is due upon scheduling of the install. The first bill will include the upcoming month’s service plus the prorated amount for the bill for the month of install. The billing period covers the first day through the last day of the month. The bill will be generated on the first business day of each month and will have a due date of the 15th of same month. A late fee of 5% of the total due will be assessed if the account is not paid in full by the 20th of the same month. Accounts not paid in full by the 15th of the following month will be disconnected. If the account is disconnected for non-payment, the account must be made current before Services may be reconnected.
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RESIDENTIAL SERVICE AGREEMENT 01/21 4. TERM OF AGREEMENT AND TERMINATION BY SUBSCRIBER. This Agreement is for no fixed term, and Subscriber can cancel Service at any time. The Router/Gateway, wireless extender(s), if any, and Optical Network Terminal (“ONT”) on the Subscriber’s premises remain the property of SPROUT FIBER INTERNET and the Cullman Electric Cooperative (“CEC”), respectively and must be returned to SPROUT FIBER INTERNET upon cancellation or discontinuation of Service in accordance with paragraph 10 hereof. 5. TERMINATION BY COOPERATIVE CONNECTIONS, LLC/SPROUT FIBER INTERNET. Notwithstanding anything else in this Agreement, SPROUT FIBER INTERNET may terminate or decline to provide Service to Subscriber at any time for non-payment or for any other breach of the Terms of Service. 6. COMPLIANCE WITH APPLICABLE LAWS. Subscriber agrees not to use the Service in a way prohibited by the Terms of Service or by local, state, or federal law, including but not limited to trademark, copyright or other intellectual property laws. 7. GRANT OF EASEMENT. As a condition of receiving Service, and without financial compensation, Subscriber grants to SPROUT FIBER INTERNET and CEC (or, at SPROUT FIBER INTERNET’s direction, to a third party) a perpetual commercial communications easement on and through the Service Location to provide data and voice services on transport fiber, distribution fiber and service extension fiber, if applicable, for Service to both the Subscriber and to other subscribers, and to perform necessary maintenance, service upgrades, and periodic right-of-way maintenance. If the electric utility facilities cross the Service Location, these easements will generally, but are not required to, follow those facilities. 8. INSTALLATION PROCESS. SPROUT FIBER INTERNET will use best practices when installing a fiber service drop to the Subscriber’s premises. It shall be the Subscriber’s responsibility to notify SPROUT FIBER INTERNET if a desired route is requested. No one is required to be present for the service drop installation, so prior notification of this step will not be provided unless an issue is encountered. It is also the responsibility of the Subscriber to notify SPROUT FIBER INTERNET if underground equipment (i.e. sprinklers, underground pet fences, etc.) are installed on the Subscriber’s premises. After the drop service has been installed, an SPROUT FIBER INTERNET representative will contact the Subscriber to schedule the in-home installation, and an adult over 18 years of age will be required to be present for the entirety of the installation process. Subscribers renting or leasing must have the Landlord or Property Manager’s written permission for installation prior to the service drop construction and the arrival of the SPROUT FIBER INTERNET installer for the in-home installation. Page 2 of 8
RESIDENTIAL SERVICE AGREEMENT 01/21 Proper installation may require drilling through interior and/or exterior walls in order to run wire and installing outside and interior equipment. 9. SERVICE LEVEL GUARANTEES. The Subscriber understands and agrees that SPROUT FIBER INTERNET does not guarantee that any particular amount of bandwidth on the Service will be made available to the Subscriber or that any speed or throughput of the Subscriber’s connection to the Service will be available to the Subscriber. The Service is subject to both scheduled and unscheduled maintenance outages; however, SPROUT FIBER INTERNET will strive to minimize the impact of scheduled maintenance outages. The Subscriber understands that the Service requires electricity at the Service Location and, if an electrical outage occurs, the Service (which may include telephone) will not function. The Subscriber’s SPROUT FIBER INTERNET is provided by a Gigabit Passive Optical Network (GPON) and Optical Network Terminal (ONT) which is powered by plugging it into an electrical wall outlet. In the event of an electrical outage, the Router/Gateway will not receive power. If this were to happen, the Subscriber’s phone service, including any medical or security alert systems, like E911, will not be available to the Subscriber unless the ONT and phone are powered by an Uninterruptible Power Supply (UPS). If the Subscriber has a medical alert system or security equipment, they are strongly encouraged to utilize and maintain a battery back-up. It is the responsibility of the Subscriber to provide, maintain, monitor, and/or replace the battery back-up. 10. SPROUT FIBER INTERNET EQUIPMENT AND SOFTWARE. SPROUT FIBER INTERNET’s equipment is designed to be used on the premises in which service is installed. The equipment that SPROUT FIBER INTERNET installs in your home or business is the property of SPROUT FIBER INTERNET and CEC. In the event that the Subscriber relocates, or if the Service is disconnected or terminated for any reason, the Subscriber must return the Router/Gateway and, if applicable, any wireless extender(s) or other equipment to the SPROUT FIBER INTERNET office. If the units are not returned, a $100 fee will be assessed to cover the cost of such equipment. The Subscriber assumes the risk of loss, theft, or damage to the equipment at all times prior to the removal of the units by SPROUT FIBER INTERNET or return of the units by the Subscriber. 11. SUBSCRIBER EQUIPMENT. The Subscriber is responsible for maintaining the wiring and all other applicable devices which the Service Location needs to utilize the Service. The Subscriber is responsible for meeting and complying with the minimum computer, device, and system requirements established by SPROUT FIBER INTERNET and contained herein. If the Subscribers are using their own Sprout approved Wi-Fi router then the Subscriber will be responsible for the Wi-Fi network. Page 3 of 8
RESIDENTIAL SERVICE AGREEMENT 01/21 SPROUT FIBER INTERNET will only provide support for the ONT and will not provide Wi-Fi technical support in this application. If a SPROUT FIBER INTERNET technician is sent to the Subscriber’s home and the problem was caused by the Subscriber’s Wi-Fi equipment, then a $35 service charge will be applied to the Subscriber’s account. 12. RECONNECT FEE: Subscribers shall not be responsible for connection or reconnection fees unless a subscriber disconnects and reconnects a service more than two (2) times in a twelve (12) month period. The third and any other subsequent connection visits by a SPROUT FIBER INTERNET technician will incur a reconnection fee of $50 per visit 13. TECHNICAL SUPPORT. Unless otherwise provided by the Terms of Service, SPROUT FIBER INTERNET does not provide technical support or assistance with thirdparty hardware or software. 14. PRIVATE NETWORK. The Subscriber agrees and understands that SPROUT FIBER INTERNET and CEC may utilize the wireless component in the ONT or Router/Gateway in order to extend coverage of a private network for internal or external use independent of the Subscriber’s network or services which will not impede or restrict access to the Subscriber’s services. 15. LIMITATION OF LIABILITY. The Subscriber agrees that in the event of a loss of Service due to defective software or equipment provided by SPROUT FIBER INTERNET, Subscriber’s sole remedy shall be receipt of a credit to Subscriber’s account in the amount of one month’s charge for the Service, and to have SPROUT FIBER INTERNET replace or repair any such defective software or equipment provided by SPROUT FIBER INTERNET. Except as expressly stated in the preceding sentence, SPROUT FIBER INTERNET, its officers, operating managers, owners, parent company, employees, affiliates and agents (“SPROUT FIBER INTERNET Parties”) will not be liable for any interruptions in service or the effects therefrom, or liable for any delay or failure to perform, nor for any indirect, incidental, special, punitive or consequential damages that arise out of or relate to this agreement or the Service provided hereunder, including without limitation business interruption, lost profits, computer failure or malfunction, any damages for loss of data resulting from delays, nondeliveries, mis-deliveries or service interruptions. In no event shall the SPROUT FIBER INTERNET Parties have any liability for special, indirect, incidental or consequential damages relating to the equipment or resulting from SPROUT FIBER INTERNET furnishing or failing to furnish any services or equipment to the Subscriber or from any fault, failure, deficiency or defect in services or equipment furnished to the Subscriber. 16. NO WARRANTY. SPROUT FIBER INTERNET DOES NOT WARRANT UNINTERRUPTED Page 4 of 8
RESIDENTIAL SERVICE AGREEMENT 01/21 USE OF THE SERVICE, NOR DOES IT WARRANT THAT THE SERVICE WILL BE ERRORFREE OR FREE OF ANY VIRUSES, WORMS, MAL-WARE, SPAM, POP-UP ADVERTISING, SPYWARE, ADWARE, DENIAL OF SERVICE ATTACKS OR OTHER HARMFUL COMPONENTS. SPROUT FIBER INTERNET DOES NOT WARRANT THAT ANY DATA OR FILES THE SUBSCRIBER SENDS OR RECEIVES VIA THE SERVICE WILL BE TRANSMITTED IN UNCORRUPTED FORM, WITHIN A REASONABLE TIME, OR FREE FROM UNAUTHORIZED ACCESS BY OTHERS OR THAT OTHER USERS WILL BE UNABLE TO GAIN ACCESS TO THE SUBSCRIBER’S INFORMATION. THE SERVICE AND SPROUT FIBER INTERNET EQUIPMENT ARE PROVIDED ON AN “AS-IS” BASIS AND WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESSED OR IMPLIED, FOR THE SERVICE, EQUIPMENT, AND SOFTWARE SPROUT FIBER INTERNET PROVIDES, AND SPROUT FIBER INTERNET EXPRESSLY DISCLAIMS ANY EXPRESS OR IMPLIED WARRANTY OF TITLE, MERCHANTABILITY, NON-INFRINGEMENT, OR FITNESS FOR A PARTICULAR PURPOSE REGARDING THE SPROUT FIBER INTERNET EQUIPMENT, SOFTWARE OR ANY SERVICE FURNISHED TO THE SUBSCRIBER, ALL OF WHICH WARRANTIES ARE EXPRESSLY EXCLUDED. 17. INDEMNITY. The Subscriber shall defend, indemnify, and hold harmless SPROUT FIBER INTERNET and CEC, along with their directors, officers, employees, affiliates and agents, from and against any third party claims, damages, losses, attorney’s fees, and expenses relating to or arising from the Subscriber’s breach of the Terms of Service. 18. SUCCESSORS AND ASSIGNS. SPROUT FIBER INTERNET’s rights and obligations under this Agreement shall accrue to and inure to the benefit of SPROUT FIBER INTERNET’s corporate parent, affiliates, successors and assigns. The Subscriber may not sell, transfer, or assign this Agreement to a third party without SPROUT FIBER INTERNET’s prior written consent. 19. JURISDICTION. The Subscriber agrees that exclusive jurisdiction for any claim or dispute with SPROUT FIBER INTERNET or CEC relating to this Agreement or any other Terms of Service shall be in the courts of Alabama and that this Agreement shall be governed by Alabama law. If legal action is necessary to enforce or interpret the terms of this Agreement or compel performance thereof, the substantially prevailing party shall be entitled to reasonable attorney’s fees and costs in addition to any other relief to which such party may be entitled. 20. CONSENT TO COMMUNICATIONS. The Subscriber consents to receive communications from SPROUT FIBER INTERNET relating to the Service by any commercially reasonable method, including regular U.S. mail, email, text messages, and phone calls. The Subscriber may opt-out of any non-emergency or non-billing communications by contacting the SPROUT FIBER INTERNET office. Page 5 of 8
RESIDENTIAL SERVICE AGREEMENT 01/21 21. SECURITY. The Subscriber agrees that using the Service presents certain security risks that may enable other Internet users to gain access to or use of Subscriber’s equipment or information. The Subscriber is solely responsible for taking all appropriate security measures when using the Service, and agrees that neither SPROUT FIBER INTERNET nor CEC, nor their officers, employees, affiliates or agents, shall be responsible for security or information breaches. The Subscriber agrees that SPROUT FIBER INTERNET may block traffic to and from any source, including, without limitation, the deletion of any electronic mail, as it deems necessary to secure its network and/or eliminate spam. 22. AMENDMENT OF TERMS OF SERVICE. SPROUT FIBER INTERNET reserves the right to modify the Terms of Service at any time by posting changes online at www.cullmanec.com. The Subscriber’s continued use of the Service following online notice of such modification shall be deemed to be the Subscriber’s acceptance of any such modification. If the Subscriber does not agree to any modification of the Terms of Service, the Subscriber must immediately cease using the Service and notify SPROUT FIBER INTERNET that the Subscriber is terminating the Service. 23. ENTIRE AGREEMENT. The Terms of Service are the only terms and conditions that govern the Service. No undertaking, representation or warranty made by any agent or representative of SPROUT FIBER INTERNET or CEC in connection with the sale, installation, maintenance or removal of the Service shall modify or amend the Terms of Service. 24. COVID-19 WAIVER. WHEREAS, Customer desires to have internet services installed in his/her/their/its home or business (the “Installation”) provided by Cullman Electric Cooperative, an Alabama electric cooperative, Corporate Connections, LLC, an Alabama limited liability company d/b/a Sprout Fiber Internet and other third party independent contractors working with Cooperative Connections (collectively the “Installers”). WHEREAS, Customer is aware of and acknowledges that there exists a current worldwide pandemic caused by the COVID-19 virus and that the Centers for Disease Control have issued recommendations and guidelines relative to said COVID-19 virus, including guidelines regarding individuals coming into contact with each other. Customer understands the risks inherent in having Installers complete the Installation in Customer’s home or business, including, but not limited to the risk of contact between Customer and Installers, and nevertheless desires to have Installers complete such Installation. NOW THEREFORE, in exchange for the Installers agreeing to perform the Installation, and for other good and valuable consideration, the receipt and sufficiency of which Page 6 of 8
RESIDENTIAL SERVICE AGREEMENT 01/21 are hereby acknowledged, Customer hereby covenants and agrees as follows. CUSTOMER IS AWARE AND UNDERSTANDS THAT THE INSTALLATION MAY INVOLVE EMPLOYEES, AGENTS, CONTRACTORS AND/OR TECHNICIANS OF INSTALLERS ENTERING INTO CUSTOMER’S DWELLING OR PLACE OF BUSINESS AND COMING INTO CONTACT WITH CUSTOMER OR OTHERS PERSONS THEREIN. CUSTOMER IS AWARE AND UNDERSTANDS THAT THE INSTALLATION MAY INVOLVE THE RISK OF EXPOSURE OF CUSTOMER AND OTHER PERSONS AT CUSTOMER’S DWELLING OR BUSINESS TO THE COVID-19 VIRUS, AND THAT SUCH EXPOSURE MAY RESULT IN SERIOUS INJURY AND/OR DEATH. HAVING KNOWLEDGE OF THE POTENTIAL RISKS INVOLVED, CUSTOMER VOLUNTARILY REQUESTS THAT THE INSTALLERS PROCEED WITH THE INSTALLATION AND CUSTOMER HEREBY AGREES TO ACCEPT AND ASSUME ANY AND ALL RISKS OF INJURY, ILLNESS, OR DEATH RELATED TO CONTRACTION OF THE COVID-19 VIRUS, AND TO HOLD INSTALLERS HARMLESS FROM THE SAME, WHETHER CAUSED BY THE NEGLIGENCE OF THE INSTALLERS OR OTHERWISE. Customer hereby expressly waives and releases any and all claims, now known or hereafter known, against each of the Installers, and their officers, directors, employees, agents, affiliates, members, successors, and assigns (collectively, “Releasees”), on account of injury, illness, death, or property damage arising out of, related to, incident to or attributable to the Installation or coming into contact with the Installers or Releasees, whether arising out of the negligence of the Installers or any Releasees or otherwise. Customer covenants forever not to make or bring any claim, demand, action, cause of action or suit of any kind or nature against any of the Installers or any other Releasee, arising out of, related to or incident to the Installation or coming into contact with the Installers or Releasees, and forever releases and discharges each of the Installers and all other Releasees from liability under such claims. Customer acknowledges and agrees that Installers would not perform the Installation without Customer executing this Agreement, and that Customer has not been pressured to enter into this Agreement. Customer shall defend, indemnify, and hold harmless each of the Installers and all other Releasees against any and all losses, damages, liabilities, deficiencies, claims, actions, judgments, settlements, interest, awards, penalties, fines, costs, or expenses of whatever kind, including reasonable attorney fees, fees and the costs of enforcing any right to indemnification under this Agreement, arising out or resulting from any claim of a third party related to the Installation. This Agreement constitutes the sole and entire agreement of the Customer with respect to the subject matter contained herein and supersedes all prior and contemporaneous understandings, agreements, representations, and warranties, both written and oral, with respect to such subject matter. If any term or provision of this Agreement is determined to be invalid, illegal, or unenforceable, such Page 7 of 8
RESIDENTIAL SERVICE AGREEMENT 01/21 invalidity, illegality, or unenforceability shall not affect any other term or provision of this Agreement. This Agreement is binding on and shall inure to the benefit of the Installers and Customer and their respective successors and assigns. All matters arising out of or relating to this Agreement shall be governed by and construed in accordance with the laws of the State of Alabama without giving effect to any choice or conflict of law provision or rule. Any claim or cause of action arising under this Agreement may be brought only in the state courts located in Cullman, Lawrence, Morgan, and Winston County, Alabama and Customer hereby consents to the exclusive jurisdiction of such courts. The Residential Services Agreement may be electronically signed by the Subscriber by checking a box at on the SPROUT FIBER INTERNET registration website.
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FCC NETWORK MANAGEMENT DISCLOSURE
01/21
Sprout Fiber Internet is committed to providing the best service without restrictions on our subscribers’ interactions on the Internet. Sprout Fiber Internet was established to provide economic and quality-of-life benefits to the communities we serve. Sprout Fiber Internet will not block or limit any lawful content, applications, services, or use of any non-harmful devices. Lawful network traffic is not discriminated against except in extreme circumstances where we need to manage the traffic for the benefit of all customers and ensure that critical services are delivered without interruptions. If you have any questions or concerns, please call our office at 256-737-3200 or email sprout@cullmanec.com. To view the available services and pricing, visit our website at www.cullmanec.com/sprout. The Sprout Fiber Internet network has been built from the ground up for high capacity traffic. Advertised speeds are “up to” their respective speed since many factors affect speed on the Internet. They include:
The number of users who are using a website that you visit and the capabilities of that site
If using a wireless connection and the wireless signal strength
The service provider that the website uses, among other factors
Your computer and the software that is installed
Viruses and Malware
The number of connected devices in your home using our service simultaneously
Typically, you can expect our advertised speeds to be consistently delivered as long as the above factors do not limit the connection. The use of your wired telephone should not affect the performance of your Internet connection under normal circumstances. You can check your Internet connection against any of the speed test sites, such as www.speedtest.net, for informational purposes, but please be aware that several factors affect the speed, such as the ones listed above. If you feel your speed is less than expected, please call our office at 256-737-3200 or email sprout@cullmanec.com.
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ACCEPTABLE USE POLICY
01/21
Contents I. Introduction II. Violation of this Acceptable Use Policy III. Prohibited Uses and Activities IV. Subscriber Conduct V. Network Management VI. Contact Information The Sprout Fiber Internet ("Company") Acceptable Use Policy ("AUP") governs the use of internet-related services provided by Company. All contractual terms also apply. This AUP supersedes all previous releases of this document. I. INTRODUCTION In this AUP, "Service(s)" refers to any internet-related service you ("Subscriber") receive from Company or its affiliates, including but not limited to high-speed internet access, dedicated internet access, or managed service. By using any Service, Subscriber agrees to abide by and be bound by the terms and conditions set forth in this AUP. This AUP may be revised or modified by Company at any time. Updates to the AUP are immediately in effect once the changed AUP is posted on the Company website. Continued use of Services by Subscriber following the posting of AUP updates shall constitute acceptance of any changed or additional terms. II. VIOLATION OF THIS ACCEPTABLE USE POLICY Violation of this AUP may result in Company taking actions ranging from a warning to a suspension of privileges or termination of Services. Company may but is under no obligation to: (i) provide Subscriber with advance notice of an AUP violation, via email or otherwise, and (ii) request that such violation be immediately corrected prior to taking action. Company reserves the right to act immediately and without notice to suspend or terminate Services. When Company determines, in its sole discretion, that the conduct may:
Expose Company to sanctions, prosecution, or civil action;
Cause harm to or interfere with the integrity or normal operations of Company's Services, networks or facilities;
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ACCEPTABLE USE POLICY
01/21
Interfere with another person's use of Company Services or the Internet;
Damage or disparage the reputation of Company or its Services; or
Otherwise present a risk of harm to Company or Company's Subscribers or their employees, officers, directors, agents, or other representatives.
Company(i) may refer potential violations of laws to the proper authorities, (ii) may cooperate in the investigation of any suspected criminal or civil wrong, and (iii) will cooperate with authorities when required to do so by law, subpoena, or when the public safety is at stake. Company assumes no obligation to inform Subscriber that your account related information has been provided to law enforcement authorities and, in some cases, may be prohibited by law from providing such notice. Company shall not be liable for any damages of any nature suffered by Subscriber or any other Subscriber, user, or third party resulting in whole or in part from Company exercise of its rights under this AUP. III. PROHIBITED USES AND ACTIVITIES General Use Policy Subscriber is responsible for complying with the AUP. Subscriber is also responsible for the actions of others who may be using the Services under the subscriber’s o account. Subscriber must respond in a timely manner to complaints concerning the use of services. If Company is alerted to or otherwise becomes aware of violations or potential violations of this AUP, Company will take whatever measures it deems necessary and appropriate to stop or prevent those violations. Abuse of email; Spamming Mass emailing and "mail-bombing" (sending mass email or deliberately sending excessively large attachments to one recipient) are prohibited. Business-class accounts may have different volume limitations, and usage will be judged by the type of account and the use. Forging email headers (transmission information) is prohibited. Using another computer without authorization, sending email messages, or retransmit email messages for the purpose of misleading recipients as to the origin is prohibited. Use of email to harass or intimidate other users is prohibited. Violation of the CAN-SPAM Act of 2003 or any state or federal law regulating email is a violation of this AUP. Company reserves the right to seek damages and other available relief against Subscriber and/or any third parties as applicable. For purposes of this AUP, such violations are determined by Company in its sole discretion. Page 2 of 6
ACCEPTABLE USE POLICY
01/21
No Resale/Sharing of Services Subscriber is prohibited from reselling the Service or otherwise making the Service available to third parties (for example, through Wi-Fi or other methods of networking), in whole or in part, directly or indirectly, unless expressly permitted by your Business Services Agreement. For residential accounts, Subscriber agrees that Services will not be made available to anyone other than your family and household guests. For business accounts, except as provided in an applicable Business Services Agreement, Subscriber agrees that the Service will not be made available to anyone other than your business or your business's authorized employees. IV. SUBSCRIBER CONDUCT Facilitating a Violation of this AUP Subscriber is prohibited from advertising, transmitting, or otherwise making available any software, program, product, or service that is designed to violate or facilitate a violation of this AUP and/or any law. This includes, but is not limited to, the facilitation of the means to spam, infringe on copyrights, and pirate software. Illegal Activity; Tortious Conduct Any use of the Services to violate any local, state, or federal law or regulation also violates this AUP. Prohibited activities include, but are not limited to:
Transmitting any defamatory, libelous, fraudulent, deceptive, indecent, offensive, or obscene materials;
Using the Services to deliver spyware, or secretly or deceptively obtain the personal information of third parties (e.g., phishing);
Intentionally spreading computer viruses;
Exporting software or technical information in violation of U.S. export control laws;
Gaining unauthorized access to private networks;
Engaging in the transmission of pirated software;
Unauthorized copying, distribution, or display of copyrighted material;
Conducting or participating in illegal gambling; Page 3 of 6
ACCEPTABLE USE POLICY
01/21
Soliciting for illegal pyramid schemes through email or USENET postings;
Violating rules, regulations, and policies applicable to any network, server, computer database, web site, or ISP that you access through the Services;
Threatening, harassing, abusing, or intimidating others;
Engaging in activity, illegal or not, that Company determines in its sole discretion to be harmful to its Subscribers, operations, or networks;
Making fraudulent offers of products, items, or services; or
Creating or attempting to utilize a domain name that is defamatory, fraudulent, indecent, offensive, deceptive, threatening, abusive, harassing, or which damages the name or reputation of Company.
Third Party Rules Subscriber may have access through the Services to search engines, subscription Web services, chat areas, bulletin boards, Web pages, USENET, social networking sites, or other services that promulgate rules, guidelines, or agreements to govern their use. Failure to adhere to any such rules, guidelines, or agreements shall be a violation of this AUP. Company reserves the right not to accept postings from newsgroups where we have actual knowledge that the content of the newsgroup violates the AUP. Copyright Infringement Company complies with the Online Copyright Infringement Liability Limitation Act of 1998. 17 USC 512 ("Act"). As required by the Act, Sprout Fiber Internet reserves the right to terminate services to Subscribers infringing upon copyrights. If we receive a determination that any Subscriber or account holder has infringed another's copyright through the use of our System or network, we reserve the right to terminate Service to that Subscriber after receiving notice of any further copyright infringement by that Subscriber. Company accommodates and does not interfere with standard technical measures to identify and protect copyrighted works, subject to the limitations of the Act. V. NETWORK MANAGEMENT As permitted by law, Company may establish appropriate limitations on bandwidth, data storage, or other aspects of the Service by amending this AUP. Subscribers must comply with all such limitations prescribed by Company. System or Network Security Page 4 of 6
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It is Subscriber's responsibility to ensure the security of Subscriber's network and the equipment ("System") which connects to the Services. Subscriber is required to take all necessary steps to secure and manage the use of the Services in such a way to assure that network abuse and/or fraudulent activity is prevented. Violations of System or network security may result in criminal and/or civil liability. Failing to secure the System against abuse or fraudulent activity is a violation of this AUP. Subscriber is responsible for configuring and securing the System and the Services to prevent unauthorized access to the System and/or the Company network and related Services. Subscriber is responsible for any fraudulent activity that may occur due to failure to secure Subscriber's network and the Services. Subscriber is responsible if unknown third parties utilize the Services at any time for the purpose of illegally distributing licensed software, engaging in abusive behavior, infringing upon copyrights of others, or engaging in any type of fraudulent conduct. Subscriber may not, through action or inaction (e.g., failure to secure Subscriber's network), allow others to use Services for illegal, fraudulent or inappropriate uses, and/or any other disruptive, provoking, or abusive behavior that is in violation of these guidelines. Responsibility for Content Subscriber is responsible for any content which is offered or received through the Service. Password Security If applicable, Subscriber's password provides access to your individual account. It is Subscriber's responsibility to keep the password secure. Subscribers are responsible for any and all access to or use of the Services through Subscriber's account. Attempting to obtain another Subscriber's account password is prohibited. VI. CONTACT INFORMATION Contact for Reporting Abuse Any party seeking to report a violation of this AUP may contact us via email at sprout@cullmanec.com. Contact for Copyright Infringement Notices and counter-notices related to claimed copyright infringements should be directed to the following designated agent: Copyright Agent Page 5 of 6
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Cullman Electric Cooperative/Sprout Fiber Internet PO Box 1168 Cullman, AL 35056 Email: sprout@cullmanec.com Due to the substantial volume of notifications of claimed infringement that is received and processed by Company, we are unable to accept notices of alleged copyright infringement via this designated agent, or email address other than notifications of claimed infringement sent pursuant to Sections 512(b)-(d).
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