Effective Date: January 1, 2025
Skywave values the privacy of our customers and is committed to protecting the information we collect in the course of providing Internet and related services. This Privacy Policy explains what information we collect, how we use it, how we share it, and what rights you have regarding your data.
Information We Collect
Customer Account Information:
– Name, service address, billing address, email address, and phone numbers.
– Payment information (e.g., bank account or credit/debit card details).
Service and Usage Information:
– IP addresses, device identifiers, and connection logs necessary to establish and maintain your service.
– Bandwidth usage, traffic volumes, and session times.
– Network performance data such as latency, packet loss, and error rates.
– Whole Home Wi-Fi Subscribers: For customers using Skywave's Whole Home Wi-Fi service, we may collect information about connected devices on your network. This may include device names, MAC addresses, IP addresses, connection status, bandwidth usage, and performance metrics (such as signal strength and latency). This information is used solely for troubleshooting, optimizing Wi-Fi coverage, and improving customer support.
Support Interactions:
– Records of customer service calls, emails, or chats for troubleshooting and quality assurance.
Optional Information:
– Information you voluntarily provide (e.g., survey responses, marketing preferences).
How We Use Information
To provide and maintain services, including billing, installation, troubleshooting, and technical support.
To protect the security and integrity of our network and customers.
To manage network performance, prevent fraud, and mitigate spam, malware, or denial-of-service attacks.
To comply with legal and regulatory obligations.
To communicate about account status, service updates, and promotions (unless you opt out of marketing).
Cookies & Tracking Technologies
Skywave's websites and customer portals may use cookies and similar technologies (such as web beacons or local storage) to:
– Remember your preferences and keep you signed in.
– Enable core site functionality and security.
– Measure site performance and improve our services.
– Provide limited analytics on how our sites are used.
You can control cookies through your browser settings. Disabling cookies may affect certain site features. Skywave does not use third-party advertising cookies on customer account pages or portals.
Information Sharing
Skywave does not sell or rent customer personal information. We may share information only in the following circumstances:
1. With your consent – for example, if you sign up for third-party services that require integration with your Internet service.
2. With service providers – who perform functions on our behalf (billing processors, technical support partners), bound by confidentiality obligations.
3. As required by law or legal process – to comply with subpoenas, court orders, or valid government requests.
4. To protect Skywave, our customers, or the public – such as to detect and prevent fraud, abuse, or security threats.
Data Retention
Account information is retained for as long as you maintain service with Skywave and for a reasonable period afterward for billing, legal, and audit purposes.
Connection and usage logs may be retained temporarily (typically up to 12 months) for troubleshooting, security, and compliance.
Payment information is retained only as long as necessary to complete transactions or comply with legal obligations.
Security
Skywave takes reasonable physical, technical, and administrative measures to safeguard customer data, including:
– Encryption of sensitive data in transit and at rest where appropriate.
– Firewalls, intrusion detection, and anti-malware protections.
– Access controls restricting employee access to personal data to those with a legitimate business need.
– Whole Home Wi-Fi Device Visibility: For customers using Whole Home Wi-Fi, Skywave Wireless, Inc. can view device connection information (e.g., device names, MAC addresses, and usage metadata) to assist with troubleshooting and performance optimization. Skywave does not access or monitor the content of communications.
However, no system can be guaranteed 100% secure, and customers are encouraged to also implement their own security measures (e.g., personal firewalls, updated antivirus software).
Traffic Flow Analysis
Skywave Wireless, Inc. uses industry-standard flow analysis tools (such as NetFlow or similar technologies) to monitor and analyze network traffic patterns. These tools collect metadata about traffic (including source and destination IP addresses, ports, protocols, session times, and data volumes) but do not inspect the content of customer communications.
Flow data is used solely for purposes such as network performance monitoring, capacity planning, detecting denial-of-service attacks, preventing fraud, and ensuring the security and reliability of Skywave's network. Flow records are typically retained for up to 90 days before being aggregated or deleted, unless required for legal, billing, or security investigations.
Data Breach Notification
Skywave Wireless, Inc. takes the security of customer information seriously. In the event of a data breach involving your personal information, we will promptly investigate and take necessary steps to mitigate the impact.
If we determine that unauthorized access to customer data has occurred and that such access is likely to result in harm, Skywave Wireless, Inc. will provide notice to affected customers without unreasonable delay, consistent with applicable state and federal laws. Notice may be provided by email, postal mail, telephone, or other reasonable means, depending on the circumstances.
We may also be required to notify law enforcement or regulatory authorities of such incidents.
Customer Proprietary Network Information (CPNI) – VoIP/Voice Services
If you subscribe to Skywave voice or VoIP services, certain information related to your telephone service—such as call detail records, service features, and usage—may be classified as Customer Proprietary Network Information (CPNI) under federal law.
Skywave uses CPNI only to provide and support your services, bill for them, prevent fraud, and comply with legal obligations. We do not share or use CPNI for marketing unrelated services without your consent. Access to CPNI is restricted to authorized personnel, and we authenticate accounts before discussing CPNI.
Call Logs and Recordings:
Skywave Wireless, Inc. maintains call detail records (CDRs) for VoIP/voice services, including the originating and terminating numbers, call time, date, duration, and related technical information. These records are retained for billing, troubleshooting, and fraud prevention purposes, typically for up to 12 months, after which they are securely deleted unless required for ongoing legal, regulatory, or security obligations.
Skywave does not record the content of customer calls made over its VoIP service. Customer calls are only recorded when a customer specifically requests call recording as part of their service package. In those cases, recordings are stored securely and retained only as long as required by the customer's configuration or applicable legal requirements.
You may opt out of Skywave's use of your CPNI for limited marketing of communications-related services at any time by calling (402) 372-1975. We will still use CPNI as permitted to provide your services, manage the network, and comply with the law.
Customer Rights
As a Skywave customer, you have the right to:
– Access and review personal information we hold about you.
– Request corrections to inaccurate or outdated information.
– Opt out of non-essential marketing communications.
– Request clarification on how your information is used.
To exercise these rights, contact us at:
Privacy Inquiries / CPNI Opt-Out
Skywave Wireless, Inc.
121 S Main St
West Point, NE 68788
Phone: (402) 372-1975
Changes to this Policy
Skywave may update this Privacy Policy from time to time. Updates will be posted on our website with a new effective date. If significant changes are made, we will provide notice through email or other means.
Contact Information
Legal Department – Privacy
Skywave Wireless, Inc.
121 S Main St
West Point, NE 68788
Phone: (402) 372-1975