Internet Transparency Policy & Service Disclosures

Effective August 11, 2023

Pursuant to the Federal Communications Commission’s Internet Freedom rules, found in Part 8 of Title 47 of the Code of Federal Regulations, Rapid Fiber Internet (“Rapid Fiber”) provides this statement regarding its high-speed Internet access services, network management practices, and service performance. Rapid Fiber’s full terms can be found in its various legal documents on its website: www.rapid-fiber.com/legal. This public disclosure, coupled with Rapid Fiber’s Terms and Conditions, are intended to provide accurate information so that current and prospective customers, third-party content providers, and other interested parties can make informed choices regarding the decision to purchase and use Rapid Fiber’s services.

General Description
Rapid Fiber provides a variety of high-speed internet service offerings to residential and business customers. Rapid Fiber provides service over its broadband network and through its parent company Suwannee Valley Electric Cooperative’s fiber optic lines connecting to the internet. Rapid Fiber utilizes one or more companies for certain network monitoring and management services. Rapid Fiber also internally monitors its network and traffic patterns and makes changes deemed necessary to manage and improve overall network performance.

For Rapid Fiber’s additional customer documents and any other mandatory disclosures, please visit the legal page on Rapid Fiber’s website: www.rapid-fiber.com/legal.

Network Management Practices
Rapid Fiber uses reasonable, nondiscriminatory network management practices to improve overall network performance and ensure and deliver the best, high-quality online experience for all users. To accomplish this, Rapid Fiber uses various tools and techniques to manage its network, deliver its services, and ensure compliance with its Acceptable Use Policy. Without effective network management, customers would be subject to the negative effects of spam, viruses, security attacks, network congestion, and other risks or degradations of the service.

Network management activities may include detecting malicious internet traffic, preventing the distribution of viruses or other harmful code or content, and using other tools and techniques to meet its goal of delivering the best possible internet experience. Specifically, Rapid Fiber utilizes the following measures to further its commitment to providing optimal internet service to its customers, all of which are subject to reasonable network management:

  • No Blocking. Rapid Fiber does not and will not block lawful content, applications, services, or non-harmful devices.
  • No Throttling. Rapid Fiber does not and will not impair or degrade lawful internet traffic on the basis of internet content, application, or services, or use of a non-harmful device.
  • No Prioritization. Rapid Fiber does not and will not engage in any prioritization, including affiliate or paid prioritization. “Prioritization” refers to directly or indirectly favoring some traffic over other traffic. While Rapid Fiber does not engage in prioritization, Rapid Fiber does use quality of service (QoS) to separate data types and may prioritize them at different levels to help manage network congestion. For example, voice calls may be prioritized over general internet traffic. Rapid Fiber’s congestion management practices potentially affect all network traffic but, in accordance with its “no prioritization” policy, do not target any specific content, application, service, or device.

As network management issues arise, and as technology develops, Rapid Fiber may employ additional or new network management practices. Accordingly, these disclosures will be updated as necessary.

Content/Network Access
While Rapid Fiber, as made clear above, does not engage in any blocking of lawful content, Rapid Fiber is committed to protecting its customers from spam, phishing, and other unwanted and harmful online content and activities. To that end, Rapid Fiber employs industry-standard tools and generally accepted best practices to help meet this commitment. In cases where these tools and practices identify certain online content as harmful and unwanted, such as spam or phishing websites, this content is usually prevented from reaching customers. Rapid Fiber may limit the number of log-in, SMTP, DNS, and DHCP transactions per second (at levels far above “normal” rates) that customers can send to Rapid Fiber’s network in order to protect them against Denial of Service (DoS) attacks. The exact rate limits are undisclosed in order to maintain the effectiveness of these measures.

Rapid Fiber does not block Peer to Peer (P2P) network traffic or applications like BitTorrent, Gnutella, or others as part of its current network management practice. However, to protect its customers, Rapid Fiber may block a limited number of ports that are commonly used to send spam, launch malicious attacks, or steal customer information.

Limitations on Devices that Can be Attached
For all residential services, Rapid Fiber provides all network connection equipment (e.g., ONT) as well as firewall and WiFi equipment. If a residential customer would like to utilize his or her own firewall or WiFi equipment, please understand that the ability of Rapid Fiber or its third-party partners to diagnose or resolve issues will be severely limited.

Depending on the service(s) provided to business customers, a combination of Rapid Fiber-issued equipment may be paired with customer-owned equipment. If a business customer has questions or concerns about what equipment will function optimally with Rapid Fiber’s network, please contact our Customer Experience team during normal business hours.

Performance Characteristics
Rapid Fiber’s high-speed internet service is provided via fiber connections. Each service location is provided its own Optical Network Terminal (ONT), which utilizes G-PON fiber-to-the-premises technologies to deliver service to customers. Rapid Fiber provisions its equipment and engineers its network to maximize customers’ ability to receive the maximum speed levels for each tier of service. Rapid Fiber, however, does not guarantee that a customer will achieve those speeds at all times.

Rapid Fiber advertises its speeds as “up to” a specific level based on the tier of service to which the customer subscribes. The actual speed a customer experiences may vary based on several factors and conditions, many of which are beyond Rapid Fiber’s control, and include:

  • Device Performance. The customer’s internet-connected device, including its age, memory, processing capability, and operating system, as well as the number of applications simultaneously running, will impact the speed and performance of that internet device. Additionally, the presence of any malware or viruses affects the device’s ability to communicate with the internet.
  • Connection Types. The type of connection between a customer’s device and ONT is important. For example, wireless connections may be slower than direct connections into a router or ONT. Wireless connections also may be subject to greater fluctuations, interference, and congestion.
  • Distance. The distance data packets travel (roundtrip time of packets) between a customer’s internet-connected device and its final destination on the internet, including the number and quality of the networks of various operators in the transmission path, affects the speed and performance. The internet is a “network of networks.” A customer’s connection may traverse the networks of multiple providers before reaching its destination, and the limitations of those networks will most likely affect the overall speed of that internet connection.
  • Congestion or High-Usage Levels at the Website or Destination. If a large number of visitors are accessing a site or particular destination at the same time, a customer’s connection will be affected if the site or destination does not have sufficient capacity to serve all of the visitors efficiently.
  • Gating of Speeds or Access by the Website or Destination. In order to control traffic or performance, many websites limit the speeds at which a visitor can download from their site. Those limitations will carry through to a customer’s connection.
  • Equipment. Equipment performance may degrade over time, and certain devices are not capable of handling higher speeds. This is the main reason that Rapid Fiber encourages customers to utilize equipment provided by Rapid Fiber.

Latency is the time delay in transmitting or receiving packets on a network and is another measure of internet performance. Latency is primarily a function of the distance between two points of transmission but can also be affected by the quality of the network(s) used in transmission. Latency is typically measured in milliseconds and generally has no significant impact on typical, everyday internet usage.

As latency varies based on any number of factors—most importantly, the distance between a customer’s device and the ultimate internet destination (as well as the number and variety of networks the customer’s packets cross)—it is not possible to provide customers with a single figure that will define latency as part of a user experience. Rather, in its most recent report on Fixed Broadband Performance, the FCC reported that fiber customers experience the lowest idle latencies, with an average latency delay of between 7 and 13 milliseconds. Actual performance of Rapid Fiber’s high-speed internet service, in most cases, will conform to this FCC report.

Network and End-User Security
Rapid Fiber utilizes numerous practices to maintain the security of its network. The below provides a brief description of these general practices:

  • Hostile Port Blocking. Rapid Fiber may identify and block known hostile ports to prevent unwanted files, browser hacking, and virus attacks.
  • Hostile IP Blocking. Rapid Fiber may identify and block known hostile IP addresses to prevent Distributed Denial of Service (DDoS) attacks, infrastructure hacking attempts, and malicious attacks on customers.
  • Virus and Spam Filtering. Rapid Fiber may identify spam or other malicious internet traffic and take necessary action to prevent the distribution of viruses or other harmful code or content.
  • Application-Specific Practices. To protect the security of its network and customers, Rapid Fiber may identify and block known hostile ports.

Other tools, techniques, and practices may be implemented to meet Rapid Fiber’s goal of delivering the best possible internet experience to all customers.

Service Prices
Pricing information for Rapid Fiber’s residential services and products is available on the Rapid Fiber website, www.rapid-fiber.com/residential/residential-internet. Pricing information for Rapid Fiber’s standard business services is available on the Rapid Fiber website, www.rapid-fiber.com/business/internet. Customized business packages are available; please call Rapid Fiber’s Customer Experience team for more information.

Contact Us
Any questions or comments about this Policy should be directed to Rapid Fiber’s Customer Experience team during normal business hours or sent to legalnotices@rapid-fiber.com.

 

Internet Transparency Policy & Service Disclosures (PDF)