Customer Service Agreement

Definitions

For purposes of this Agreement, the following terms shall have the meanings set forth below:

  • Agreement: This Customer Service Agreement, including all terms, conditions, policies, and any schedules or addenda incorporated herein.
  • CPE Radio: The customer premises equipment radio installed at the Customer’s location to enable broadband Service.
  • Customer: The individual or legal entity entering into this Agreement with GMN Broadband to receive the Service at the premises identified in the service order.
  • Equipment: All hardware, devices, radios, routers, and related items provided by GMN Broadband or its partner network in connection with the Service, whether supplied as part of the Service plan or subject to rental.
  • Managed Router: A Wi-Fi router provided by GMN Broadband or its partner network that includes enhanced configuration, support, and replacement coverage under the Equipment rental program.
  • Service: The broadband internet access service provided by GMN Broadband to the Customer under this Agreement, including any associated support, maintenance, and, where applicable, equipment rental, as described in this Agreement.
  • Standard Router: A basic Wi-Fi router provided by GMN Broadband under the Equipment rental program.

Service and Billing Policies

  1. Service Use. GMN Wireless Broadband (“GMN Broadband”) provides the Service solely for internet access. GMN Broadband may monitor usage and may suspend or terminate the Service if we reasonably believe the Customer is using it for purposes other than internet access without GMN Broadband’s express authorization.
  2. Minimum Term. The Customer agrees to maintain the Service for a minimum of three (3) months from the activation date. If the Customer terminates Service before this period, a $25 early termination fee will apply.
  3. Account Information. The Customer is responsible for keeping account information, including current phone numbers, email addresses, billing address, and credit/debit card (if applicable) up to date with GMN Broadband. Only the account holder may access or make changes to the account, unless additional authorized account managers are designated.
  4. Billing Errors. The Customer must report any billing errors within thirty (30) days of receiving a bill so that service levels and payments can be verified.
  5. Right to Suspend or Terminate. GMN Broadband may suspend or terminate the Service at any time if necessary to protect its network, business operations, customers, or investments. GMN Broadband may suspend or terminate the Service if the Customer fails to comply with the terms of this Agreement or any related agreements.
  6. Termination by Customer. The Customer may terminate Service at any time by providing GMN Broadband with at least five (5) business days’ notice prior to the start of the next billing cycle, subject to the Minimum Term requirement in this Agreement.

Billing and Collections

  1. Payment Terms. Payment of the Service bill is due on the due date shown on the Customer’s monthly bill.
  2. Late Fees. Accounts more than seven (7) days past the stated due date will incur a late fee equal to ten percent (10%) of the overdue balance.
  3. Suspensions for Non-Payment. Customers with accounts past due more than sixty (60) days are subject to Service reduction or suspension. When Service is suspended for non-payment, a $10 reconnection fee will apply, and the account balance must be paid in full, including any pro-rated charges for the remainder of the reconnection month, before Service is restored. Service may be suspended up to three (3) times within a 365-day period; a fourth suspension within the same period will result in termination of Service. The Customer remains responsible for any outstanding balance at termination, and Equipment return requirements are set forth in the Equipment Ownership and Liability Section.
  4. Returned Payments. A processing fee of $30 may be charged for any payment returned due to insufficient funds, or for any credit card chargebacks.

Service Use Policies

  1. Account Use. The Customer is responsible for all use of the account, whether authorized or unauthorized, and regardless of who accesses the Service through the account. This includes all activity conducted under any username, password, device, or equipment associated with the account. The Customer is solely responsible for protecting the confidentiality of login credentials and for securing access to their network and devices.
  2. Resale and Sharing. The Customer shall not resell, share, or otherwise make the Service available outside their premises. The Customer is fully responsible for ensuring the Service is used only within their household or business location. Any violation may result in immediate termination of Service.
  3. Customer Responsibility. The Customer uses the Service at their own risk. GMN Broadband is not responsible for maintaining or repairing the Customer’s devices or other non-GMN equipment, and is not liable for damage to hardware, software, or data. All access to content or materials through the Service is at the Customer’s sole discretion.
  4. Denial of Service Attacks. The Customer shall not contribute to or instigate Denial of Service (DoS) or Distributed Denial of Service (DDoS) attacks, including use of “booter” or “stressor” services. Customers who order such attacks will have their Service immediately terminated. Customers found repeatedly instigating such attacks against their assigned IP address may also have their Service terminated. Customers with infected devices causing or contributing to such attacks may have their Service suspended until the issue is resolved, or terminated if remediation does not occur.
  5. Servers. The Customer shall not operate dedicated servers for public services outside their local network, including but not limited to email, web hosting, file sharing, and proxy services. Limited services for personal use, such as RDP/VNC or IoT devices, are permitted. The Customer is solely responsible for the security of any such services. Violations of this policy may result in suspension of Service until the issue is corrected, or termination of Service if the violation continues.

Equipment and Installation

  1. Equipment Rental.
    GMN Broadband Network. Customers on the GMN Broadband network will be charged $1.99 per month for Equipment rental. This fee covers the CPE Radio and one (1) Wi-Fi router, including necessary replacements, subject to the Equipment Ownership and Liability terms in Section 2. GMN Broadband may, at its discretion, provide either a Standard Router or a Managed Router. Customers requiring additional Wi-Fi routers or Wi-Fi extenders (for expanded coverage in larger premises) must purchase them at current rates. If purchased through GMN Broadband, such devices will also be covered for replacement under the $1.99 monthly rental program. Customers may alternatively purchase all equipment outright and will then be responsible for any necessary replacements.
    Partner Network. Customers on the partner network will be charged $1.99 per month for a Managed Router rental. This fee covers the provided router and necessary replacements, subject to the Equipment Ownership and Liability terms in Section 2. The CPE Radio required for Service on the partner network is included in the monthly Service plan fee and is not part of the router rental charge. Customers requiring additional Wi-Fi routers may purchase them at current rates, and such purchased equipment will also be covered for replacement under the $1.99 monthly rental program.
  2. Equipment Ownership and Liability.
    Ownership. All Equipment provided to the Customer under this Agreement, whether included in the monthly Service plan fee or subject to a separate rental charge, remains the property of GMN Broadband or its partner network, as applicable. The Customer is granted the right to use such Equipment solely for the purpose of receiving the Service and shall not sell, lease, transfer, tamper with, or otherwise modify any rented or provided Equipment.
    Unauthorized Possession and Use. Unauthorized possession or use of the Equipment or Service may result in suspension or termination, recovery of Equipment or costs, and other legal remedies.
    Equipment Return. All Equipment must be made available for retrieval by GMN Broadband or returned in good working condition, reasonable wear and tear excepted, within fourteen (14) business days of Service termination under the Termination by Customer section or GMN Broadband’s Right to Suspend or Terminate section. The Customer is responsible for the loss of, or any damage to, Equipment beyond normal wear and tear, and may be charged the full replacement cost for such Equipment, as well as any applicable service, repair, or collection fees.
  3. Installation Consent and Antenna Structures. The Customer represents that they have full legal authority, including property owner consent if required, for GMN Broadband to install, maintain, and remove Equipment or antenna structures at the Service premises. Proof of such authority must be provided upon request, and the Customer assumes all responsibility if the authority is later disputed. GMN Broadband and its contractors follow nationally accepted installation standards, but faults in materials or extreme weather may still cause damage or injury. GMN Broadband is not liable for such events; the Customer and/or their insurer accept full responsibility for any resulting property damage, personal injury, or claims.
  4. Access to Premises. The Customer authorizes GMN Broadband and its representatives to enter the Service premises during reasonable hours, by appointment, to install, maintain, replace, or remove Equipment, and to perform other activities necessary to provide the Service. The Customer must provide safe and reasonable access to all required areas.

DMCA (Digital Millennium Copyright Act)

  1. Policy. A Customer will be considered in violation of GMN Broadband’s DMCA policy if a copyright infringement notice is received for the IP address assigned to that Customer. GMN Broadband will not release Customer information in response to a DMCA notice unless required by law.
  2. Violations. DMCA violations will be addressed as follows:
    • First Offense: GMN Broadband will attempt phone contact and send the infringement and response notices by email or mail. If the Customer does not respond within three (3) business days, the Service will be suspended until contact is made.
    • Second Offense: The Service will be immediately suspended. GMN Broadband will attempt phone contact and will also send a letter of suspension, a copy of the infringement notice, a letter regarding Equipment retrieval, and a Customer response notice by email or mail.
    • Repeat Offenses: Any repeat violations within a six (6) month period will result in termination. GMN Broadband will contact the Customer by phone to arrange retrieval of Equipment and payment of any final amounts due. Equipment return requirements are set forth in the Equipment Ownership and Liability Section.