Fiber Customer Service Agreement

I. Service Installation and Activation

Methow Fiber, a subsidiary of Okanogan County Electric Coop (OCEC), installs fiber optic service at designated service drops. Methownet, LLC provides customer interface, completes service activation, and offers customer support and billing.

Once service availability is confirmed, Methownet, LLC will contact you to complete the installation application. Customers must complete their application and provide necessary documentation via the Methownet, LLC web portal.

Customers are responsible for their own internal networks and devices. Methownet, LLC will assist in testing connectivity to the router to ensure service levels meet expectations.

II. Technical Support

Technical support covers maintenance of Internet access to your location and gateway/router provided by Methownet, LLC. However, it excludes maintenance or repair of personal routers, hardware, software, or in-house networks, which can be addressed at our regular shop rate.

Support hours: Monday to Friday, 9 am to 5 pm. CONTACT US. Please provide a detailed note with your issue and account name and address.

Our response time is typically within 24 hours, with priority given to Internet outages. Complex inquiries may require additional time for resolution.

III. Billing and Account Inquiries

For billing inquiries, please email us.

IV. Internet Availability

Methownet, LLC is committed to providing quality service with technical support available 5 days a week. Limited phone support is available on weekends.

V. Scheduled Maintenance

To ensure optimal performance, routine maintenance may require servers to go offline. Methownet, LLC reserves one hour of server downtime per month for maintenance, not counted towards uptime calculations. Advance notice will be provided when possible.

VI. Data Integrity

We use RAID technology to safeguard data, writing it to two disks simultaneously to prevent loss in the event of hardware failure.

VII. Data Retention

All customer data is deleted upon account termination, including from backups during scheduled rotations. Methownet, LLC does not retain or restore terminated account data.

VIII. Customer Responsibilities

Customers must provide the following to access Methownet, LLC services:

• A functioning computer or device capable of browsing and data transfer.
• A fully functional web browser.
• A working email client (POP/SMTP).

IX. Privacy Statement

Methownet, LLC values customer privacy and does not share information with third parties.

By using our services, customers agree to the terms outlined in this Service Agreement, the Service Level Agreement, and the Acceptable Use Policy.