FireServe Open Internet Compliance Statement
The FCC's Net Neutrality laws require that all broadband ISP's publish an Open Internet Compliance Statement on their website by November 21, 2011, openly disclosing the network management policies, privacy policies, and performance characteristics of their services.

These disclosures must be made available to new customers at the time that they sign up.  Beware if you choose another ISP and are not provided with these legally required disclosures in hard-copy form and are not provided access to a computer to review the disclosures at the time you sign up!  Some of our competitors may not even be aware of their legal obligations under the FCC's new Net Neutrality laws, which should give you pause for concern before trusting them with your sensitive Internet traffic!


Our Open Internet Compliance Statement is broken down into the following topic areas:

Privacy Policy

FireServe does not collect or retain any web browsing history for it's customers.  Network management may, at times, require inspection of network traffic to/from customers only as necessary for analyzing harmful traffic, including but not limited to, viruses or DoS (denial of service) attacks.  We do not make our customers' contact information, personal details, or traffic information or contents available to any third parties, except as required to be provided to law enforcement agencies by law under CALEA (Computer Assistance to Law Enforcement Act) with a valid subpoena, court order or search warrant.

FireServe maintains records of which customer utilized which IP address at each point in time for tracing accountability in the event of violations of FireServe's terms of service or for identifying customers infected with viruses or other malware that generate damaging or excessive traffic.  These records may also be shared with law enforcement agencies as required by law in connection with CALEA requests with a valid subpoena, court order or search warrant.

Our Email system performs automated statistical analysis of inbound Email to identify probable SPAM (unsolicited commercial Email), and tag or delete probable SPAM when it is detected.  FireServe personnel do not manually review inbound Emails to make this determination.  Outside SPAM reporting services may forward suspected SPAM's originating from FireServe customers or FireServe's IP addresses to FireServe's Email abuse address for manual review to determine whether a FireServe customer is originating SPAM.  In cases where an unusually high volume of outbound Email is originating from a FireServe customer, or when a customer is making direct connections to TCP port 25 (SMTP) on outside hosts rather than relaying outbound Email through FireServe's SMTP servers, a sample of one or more of the outbound Emails may be manually reviewed to verify that a virus or malware infection is not generating the Emails and that FireServe's anti-SPAM terms of service are being followed.


Security

All FireServe wireless broadband Internet services are encrypted to prevent third-party eavesdropping on FireServe customer traffic.  Our microwave link backbones utilize AES encryption with 256 bit keys and rotate keys every 15 minutes.  Specific encryption types used on the last-mile point-to-multipoint connections to customers are:

UltraBroadband 5Mbps (UB5): 128-bit RC4, keys rotated per-connection.
UltraBroadband 20Mbps (UB20): 256-bit AES, keys rotated every 15 minutes.
UltraBroadband 100Mbps (UB100): 256-bit AES, keys rotated every 15 minutes.

Each FireServe CPE (customer premise equipment) has it's own individual private key used for the initial connection negotiation to establish the session keys that will be used to encrypt traffic after connection.  Reverse engineering or compromising the security of any individual CPE will not reveal any keys useful for compromising the traffic of any other FireServe customer, or for decrypting that CPE's past traffic at a later time.

Customer LAN-side connections are not bridged to FireServe or any other FireServe customer, except in cases where such services are requested for interconnecting networks at separate connections through network transport services offered by FireServe.  FireServe CPE's act as a NAT (network address translation) gateway and firewall, preventing direct outside access to a customer's LAN, except in the case where the customer has ordered a static IP address or subnet of IP's be routed to their LAN.


Network Management Practices

FireServe's UB5, UB20 and UB100 services use a shared multipoint topology that has inherent limitations when saturation of available radio time occurs.  Below the traffic level necessary to cause saturation, no congestion management is employed.  When saturation occurs, SIP traffic (used for VoIP) is moved to the beginning of each user's traffic queue ahead of any of that user's other traffic, to help ensure unbroken audio on VoIP phone calls.

FireServe does not block or throttle traffic to specific third-party services or application types.  Our UB5, UB20 and UB100 services usually operate with no throttling.  However, FireServe reserves the right to employ throttling as needed to limit negative impacts on other customers in the event of excessive or damaging traffic, or when a customer requests that their service operate at a speed less than the service is capable of to limit bandwidth consumption.  In the event throttling is applied, it is applied evenly across all traffic types of that customer.

Our UB5, UB20 and UB100 services are metered services, with a monthly allocation of transferred bytes included with each type of base billing plan, and overages subject to additional charges at the end of each billing cycle.  Determination of metered traffic is conducted as follows:

UltraBroadband 5Mbps (UB5): Traffic is metered at FireServe's UB5 mountain-top access points.  Traffic is deducted from a specific user's account when packets originating from a customer's CPE are successfully received at the access point, or when traffic destined to a customer's CPE is successfully transmitted by the access point.  Specific types of traffic used internally by FireServe's network and management systems are excluded from metering, including ICMP, DHCP and ARP packets.
UltraBroadband 20Mbps (UB20): Traffic is metered at FireServe's UB20 mountain-top access points.  Traffic is deducted from a specific user's account when packets originating from a customer's CPE are successfully received at the access point, or when traffic destined to a customer's CPE is successfully transmitted by the access point.  Specific types of traffic used internally by FireServe's network and management systems are excluded from metering, including ICMP, DHCP and ARP packets.
UltraBroadband 100Mbps (UB100): Traffic is metered at the CPE, and counts packets and bytes that are actually forwarded across the NAT gateway, or in the case of customers that have been assigned a static IP or a subnet of IP's, packets and bytes that are forwarded through the IP routing stack.  No traffic that does not actually transit the routing stack is counted.

FireServe does not block traffic on specific TCP or UDP ports.  However, FireServe reserves the right to block traffic on ports typically used by viruses to infect unsecured Windows file sharing shares or to exploit other OS-specific vulnerabilities, including but not limited to, TCP ports 135-139 and 445.  We may also block specific ports actively in use by viruses or other malware on an as-needed basis for the purposes of preserving network performance and the security of our customers.


Performance Characteristics

Our UB5, UB20 and UB100 services operate on a shared bandwidth point-to-multipoint topology.  Specific speeds and latencies observed may vary depending on the level of network activity of other customers sharing a specific radio sector or access point.  Speeds and latencies may also vary depending on a customer's signal strength, physical location, presence of RF interference, presence of multipath interference (signal reflections from nearby objects or terrain), atmospheric conditions, packet size vs. packet rate, speeds and abilities of remote sites not under FireServe's control, and testing methodology.

Expected throughput ranges of our services appear below, organized by service type and mountain-top site.  Expected throughput is based on multiple simultaneous TCP streams, and reflects the raw data rate inclusive of packet and protocol overhead.  Expected latencies assume no other data transfers are in progress, and are measured between the customer's CPE and the mountain-top access points with full Ethernet MTU sized packets (1514 bytes total per packet, 1500 bytes of layer 3 payload + 14 bytes of Ethernet header).

Service Type Expected Peak Downstream Expected Peak Upstream Expected Latency
UltraBroadband 5Mbps (UB5): 4.8Mbps 2.5Mbps 10 - 400ms
UltraBroadband 20Mbps (UB20): 20.0Mbps 5.0Mbps 5 - 200ms
UltraBroadband 100Mbps (UB100):
   Black Cap 55.0Mbps (1) 20.0Mbps 5 - 200ms
   Grizzly Peak 55.0Mbps (2) 20.0Mbps 5 - 200ms
   Sheepy Ridge 50.0Mbps (3) 20.0Mbps 5 - 200ms
   Stukel Mountain 75.0Mbps (4) 20.0Mbps 5 - 200ms
   All other UB100 sites 93.0Mbps (5) 20.0Mbps 5 - 200ms
Flat-Rate 10Mbps 10.0Mbps (6) 10.0Mbps 5 - 200ms
Flat-Rate 20Mbps 20.0Mbps (6) 20.0Mbps 5 - 200ms
Flat-Rate 30Mbps 30.0Mbps (6) 20.0Mbps 5 - 200ms

Note(1): Black Cap is scheduled to reach the same 93.0Mbps speed of other UB100 sites by December 31, 2011.

Note(2): Grizzly Peak typically serves customers at significant distances over a large area.  Thus, signal strengths are expected to be lower than other UB100 sites, and are expected to typically achieve reduced speeds.

Note(3): Sheepy Ridge is scheduled to reach the same 93.0Mbps speed of other UB100 sites by June, 2012.

Note(4): Stukel Mountain is scheduled to reach the same 93.0Mbps speed of other UB100 sites by December 31, 2011.

Note(5): UB100 maximum speed of 93.0Mbps is limited by the throughput of the 100Mbps Ethernet port interconnecting the UB100 CPE to the customer's LAN.  This service can effectively saturate a 100Mbps Ethernet connection.

Note(6): Flat-rate 10Mbps, 20Mbps and 30Mbps are NOT unlimited accounts as defined by the FCC.  These flat-rate accounts may be subject to automatic temporary throttling to a lower speed if excessive bandwidth consumption occurs.  FireServe may throttle up to the top 5% of flat-rate accounts as ranked by bandwidth consumption, as necessary to preserve network performance for other customers.

Speed tests that utilize a single TCP session, such as www.speedtest.net, will typically report a lower speed than listed above.  Due to the nature of TCP window sizing in most OS's, multiple simultaneous TCP transfers are required to achieve the full speed of our UB20 and UB100 accounts.


Commercial Terms

FireServe's UB5, UB20 and UB100 accounts are metered usage services with a pre-billed base monthly rate according to the selected service plan, and a post-billed rate applied to any bandwidth overages accumulated during the preceding month that exceed the billing plan's included monthly transfer bytes.

Billing periods are 1 calendar month.  Initial billing dates landing on the 29th, 30th or 31st of the first month are assumed to have started on the 28th of the first month, with a renewal continuing on the 28th of each following month.

FireServe's CPE's are provided on a lease basis.  They remain the property of FireServe, and must be returned in serviceable condition upon request and/or upon termination of service.  Failure to return equipment in serviceable condition may result in customer's liability for up to $500 in equipment replacement costs.

Activation fees must be pre-paid at time of account activation, and apply as follows for UB5, UB20 and UB100 accounts:

UltraBroadband 5Mbps (UB5): Not available for new accounts
UltraBroadband 20Mbps (UB20): In town: $149
Out of town: $175
Extended distance: $249
UltraBroadband 100Mbps (UB100): In town: $149
Out of town: $175
Extended distance: $249


Services are provided and billed by FireServe, LLC, at the following address:

FireServe, LLC
900 Main St. Suite B
Klamath Falls, OR 97601


Billing plans for UB5, UB20 and UB100 are as follows:

Billing Plan Base Rate Included Traffic Overage
Klamath Area - Flat-Rate 10Mbps $39.95/mo n/a
Klamath Area - Flat-Rate 20Mbps $59.95/mo n/a
Klamath Area - Flat-Rate 30Mbps $79.95/mo n/a
Klamath Area - UB100 - Casual $20.00/mo 3.0GB/mo $5.00/GB
Klamath Area - UB100 - Normal $30.00/mo 8.0GB/mo $2.00/GB
Klamath Area - UB100 - Heavy $40.00/mo 20.0GB/mo $1.50/GB
Klamath Area - UB100 - Very Heavy $60.00/mo 40.0GB/mo $1.00/GB
Klamath Area - UB100 - Extreme $90.00/mo 80.0GB/mo $1.00/GB
Klamath Area - UB20 - Casual $20.00/mo 2.0GB/mo $5.00/GB
Klamath Area - UB20 - Normal $30.00/mo 5.0GB/mo $5.00/GB
Klamath Area - UB20 - Heavy $40.00/mo 8.0GB/mo $5.00/GB
Klamath Area - UB20 - Very Heavy $60.00/mo 15.0GB/mo $5.00/GB
Klamath Area - UB20 - Extreme $90.00/mo 24.0GB/mo $5.00/GB
Klamath Area - UB5 - Casual $20.00/mo 1.0GB/mo $15.00/GB
Klamath Area - UB5 - Normal $30.00/mo 2.0GB/mo $15.00/GB
Klamath Area - UB5 - Moderate $40.00/mo 3.0GB/mo $15.00/GB
Klamath Area - UB5 - Heavy $60.00/mo 5.5GB/mo $15.00/GB
Klamath Area - UB5 - Very Heavy $75.00/mo 8.0GB/mo $15.00/GB
Lakeview Area - Flat-Rate 10Mbps $35.00/mo n/a
Lakeview Area - Flat-Rate 20Mbps $65.00/mo n/a
Lakeview Area - Flat-Rate 30Mbps $79.95/mo n/a
Lakeview Area - UB100 - Casual $20.00/mo 3.0GB/mo $5.00/GB
Lakeview Area - UB100 - Normal $30.00/mo 8.0GB/mo $2.00/GB
Lakeview Area - UB100 - Heavy $40.00/mo 20.0GB/mo $1.50/GB
Lakeview Area - UB100 - Very Heavy $60.00/mo 40.0GB/mo $1.00/GB
Lakeview Area - UB100 - Extreme $90.00/mo 80.0GB/mo $1.00/GB
Lakeview Area - UB5 - Casual $20.00/mo 1.0GB/mo $15.00/GB
Lakeview Area - UB5 - Normal $30.00/mo 2.0GB/mo $15.00/GB
Lakeview Area - UB5 - Moderate $40.00/mo 3.0GB/mo $15.00/GB
Lakeview Area - UB5 - Heavy $60.00/mo 5.5GB/mo $15.00/GB
Lakeview Area - UB5 - Very Heavy $75.00/mo 8.0GB/mo $15.00/GB


FireServe uses US-based, English speaking technical support staff to resolve any and all customer disputes.  FireServe may be contacted by phone at 541-273-4808. Goose Lake Computing (Lakeview) may be contacted by phone at 541-947-4513.

This Open Internet Compliance Statement and related disclosures may be reviewed at any time by visiting:
http://www.fireserve.com/policies/


News and Updates
Friday, December 29, 2017
Wireless Coverage in the Rogue Valley
FireServe now has wireless broadband Internet coverage available in the Rogue Valley, including Ashland, Central Point, Jacksonville, Medford, Phoenix and Talent.


Friday, August 11, 2017
Gigabit Fiber available soon in the Klamath Basin
FireServe will be rolling out our new 1000Mbps Gigabit Fiber service directly to homes and businesses in the Klamath Basin at groundbreaking pricing below $100/mo this fall.  We'll soon be announcing which areas in our community will be first to receive our Gigabit Fiber service.


Thursday, June 1, 2017
We now peer with Netflix, Google/YouTube, Amazon
FireServe now peers (connects) directly with Netflix, Google/YouTube, Amazon, Facebook, Microsoft and Twitter to help ensure the best possible streaming video and social media experience for our customers.  There is no middle-man, we connect with these networks and content providers directly over fiber!


Monday, Nov 21, 2011
UltraBroadband 100Mbps
It's finally here!  After 2 years of hard work, FireServe has rolled out our new 100Mbps wireless Internet service in the Klamath Basin and Lakeview areas.  Our insanely fast UltraBroadband 100Mbps (or UB100 for short) service starts at just $20/mo with no contract commitments!

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FIRESERVE | 900 Main St. Suite B, Klamath Falls, OR 97601 | (541) 273-4808