Terminology: Contracts and billing – documents, policies and notifications

Hello, and welcome back to the Internet Code
video series. These videos were developed to provide an
overview of Internet services. They are intended for customers that are Deaf,
Deaf-Blind or Hard of Hearing. All videos have captions and voiceovers. This set of videos covers terminology commonly
used by Internet Service Providers, or ISPs, in Canada. The definitions in these videos are intended as
simple explanations of how Internet service works. They do not replace definitions used in CRTC
decisions, or ISP contracts or written policies, as may be amended from time to time. Video 3 will cover Documents, Policies,
and Notifications. Important information you’ll come across
in relation to your internet account includes… Contracts and Related Documents Accessible / Alternative Format Customers who identify as a person with a
disability have the right to receive certain documents in an Accessible Format if requested. This is also referred to as an
Alternative Format. Accessible formats include: large print, braille, documents in plain text or Word format. Contract / Service Agreement / Internet
Service Agreement A Contract is a binding agreement between
an Internet Service Provider, or ISP, and a customer to provide internet service
for a fee. A written contract is a written instrument
that expresses the content of the contract. A copy of the contract between the ISP and
the customer must be provided to the customer in a format of their choosing at the time
the service is purchased or shortly thereafter. A contract may also be called a Service Agreement,
or Internet Service Agreement. Related Documents Related Documents are any documents referred
to in the contract that affect the customer’s use of the ISP’s services. Related documents include, but are not limited to,
privacy policies and fair use or acceptable use policies. Critical Information Summary A Critical Information Summary is a document
that summarizes key elements of the contract for the customer. An ISP must provide this summary to customers
when they provide a permanent copy of the contract for services. It may be included as the first pages of the
service agreement, or provided separately. Key Contract Terms and Conditions Key Contract Terms and Conditions are elements
of a contract that the customer agreed to upon entering into the contract and will receive
for the duration of the contract. These elements generally cannot be changed
by the ISP during a commitment period without the customer’s express consent. Commitment Periods are defined in Video 1:
“Contracts & Billing”. Key contract terms include, but are not limited
to: the services included in the plan, the minimum monthly charge, and any limits on
the use of those services that could trigger overage charges or additional fees. Terms of Service Terms of Service are the rules that a customer
must agree to in order to use an internet service provider’s network and services. The Terms of Service form part of the contract. A service provider’s Terms of Service can
also be found on their website. This is also known as Service Terms. Relevant Policies Acceptable (Fair) Use Policy An Acceptable Use Policy identifies what is
considered to be unacceptable use of the ISP’s services, and the consequences of any unacceptable
use by the customer. The policy may be amended at any time. Unacceptable use of the service includes participating
in illegal activity, cyberbullying and harassment, or any other violation that each service
provider identifies. Violations of an acceptable use policy may
result in service suspension or disconnection, or a modification of the services available
to the customer. This may also be known as a Fair Use Policy. Privacy Policy A Privacy Policy explains how service providers
will handle customers’ personal information. Usage Alerts / Notifications Usage Alerts / Notifications Customers may receive Usage Alerts or Notifications
at specific usage thresholds in their monthly data plan. The notifications are sent at pre-set intervals,
before nearing the data limit, and once the data limit has been reached. A service provider must also notify a customer
who has incurred data usage charges within a single monthly billing cycle. The method of the notification may vary by
service provider. If the customer subscribes to a plan with
unlimited usage, there will be no usage alerts. Usage alerts allow a customer to adjust or
tailor their data usage in order to make informed decisions about data charges. Data Management Tools/Services Data Management Tools and Services help customers
track their usage and better manage their bills. These tools are usually accessed via an internet
service provider’s website, or provider specific app.

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