Supernet Communications ("Company", "we", "us", or "our") operates ISP services and related websites. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our services.
When you sign up for service, we collect: full name, address, phone number, email address, payment and billing information, account number, service address, service tier and package selections, and contact preferences for notifications and support.
To deliver and manage internet service, we collect: IP addresses assigned to your modem, data usage and traffic patterns, connection logs and performance metrics, DNS queries for network management purposes, device MAC addresses and connected equipment information, and bandwidth utilization metrics.
We collect: modem/router model, serial number, and firmware version, device identifiers (MAC addresses, hardware IDs), equipment configuration and status data, and CPE (Customer Premise Equipment) characteristics.
We collect: technical support requests, chat transcripts, and ticket history, trouble reports and outage information, field technician visit records and maintenance logs, and equipment troubleshooting data and diagnostics.
We automatically collect: web server logs (IP, browser type, pages visited, timestamps), cookies and tracking technologies on our web portal, approximate geolocation data from IP address, and device type and operating system information.
We use your information to: provision and activate your service, deliver internet connectivity and related services, manage billing and accounts, provide technical support and troubleshooting, optimize network performance, and manage equipment provisioning.
We use your information to: detect and prevent fraud, abuse, and unauthorized access, protect against malware, viruses, and security threats, manage network congestion and fair use, block illegal content and enforce policies, identify and respond to service quality issues, and comply with law enforcement requests and legal obligations.
We analyze usage patterns to: improve service quality, develop new features and services, conduct research on network performance, optimize network infrastructure and capacity, and personalize your service experience.
We use your information to: send service notifications (outages, maintenance, billing), contact you about account issues or payment, send marketing communications (only with your consent), provide promotional offers for new services, and conduct customer surveys.
We may use your information to: respond to subpoenas and legal requests, comply with applicable laws and regulations, protect our legal rights, and prevent fraud and abuse.
We may share your information with service providers who assist in: payment processing and billing, customer support, hosting and data storage, network infrastructure and transit, analytics and reporting, and email and communications services.
We may disclose information when: required by law, court order, or legal process, responding to valid government or law enforcement requests, protecting against fraud or security threats, or enforcing our Terms of Service.
In the event of merger, acquisition, asset sale, or bankruptcy, customer information may be transferred as part of business assets. We will notify you of such changes and applicable privacy policy updates.
We may share aggregated or anonymized data that cannot identify you for research, analytics, industry benchmarking, service improvements, and business analysis.
We implement industry-standard security measures to protect your information:
Despite our efforts, no security system is 100% secure. We cannot guarantee absolute security of your information.
We retain your information as follows:
You may request deletion of your information, subject to legal retention requirements.
You have the right to: request access to your personal information, obtain a copy of your data in portable format, and understand what data we collect and how we use it.
You can: update inaccurate or incomplete information, modify your account details and preferences, and change your service settings.
You can:
You may request deletion of your account and associated data. Some data may be retained for legal/compliance purposes.
If you are a California resident, you have the right to:
To exercise these rights, contact us at info@supernetcc.com with "CCPA Request" in the subject line.
Our services are not intended for children under 13. We do not knowingly collect information from children. Parents who believe their child provided information should contact us immediately.
If you opt in to SMS alerts or push notifications:
Purpose: Maintain your login session on the customer portal. Expiration: Deleted when you log out or browser closes. Required: Yes.
Purpose: Understand how customers use our portal (anonymized). Retention: 13 months. Opt-out: Disable cookies in browser settings.
Purpose: Remember your account settings and preferences. Retention: 2 years. Opt-out: Clear cookies or reset preferences.
We may update this Privacy Policy at any time. Changes are effective immediately upon posting. Your continued use of our services constitutes acceptance of updated terms. For major changes, we will notify you via email.
Email: info@supernetcc.com
Phone: (269) 591-8798
We will respond to privacy requests within 30 days.