Residential Terms of Service

These Terms of Service constitute the agreement (“Agreement”) between Falcon Broadband LLC doing business as StratusIQ of 555 Hathaway Drive, Colorado Springs, CO 80915 (“StratusIQ”) and the customer (“Customer”) who is receiving Internet/data service (“Core Service”) and potentially residential voice, video, and/or in home WIFI services (“Additional Services”) or collectively (“Services”) at a particular Residence (“Service Premises”) on the following terms. By allowing activation of StratusIQ Core Services at the Service Premises, the Customer acknowledges that they have read, understood, and agreed to the terms and conditions of this Agreement, and that the Customer is of legal age to enter the Agreement and become bound by its terms.

Term

Service Terms

The Core service is offered at the best prices under a promotional term which may vary by promotion but will be subject to early cancellation fees. Core service Terms begin on the first day of the month in which StratusIQ activates Core Service at the Service Premises. Charges for Services begin on the date of activation. Subsequent terms of the agreement automatically renew monthly without further action from the Customer. Customer must request and confirm termination of the Services with our customer service department during normal business hours and is responsible for all charges to the date in which StratusIQ deactivates Services at the Service Premises, and all applicable cancellation fees associated with the promotional terms of the Core Service. Customers Expiration of the term or termination of the Services does not excuse the Customer from paying all unpaid charges, taxes, and fees due in relation to the agreement.  Some Additional Services are not prorate-able, and the customer is responsible for the charges through the end of the current month of the deactivation.  Some Additional Services are subject to annual price increases.  The Customer is able to add or remove Additional Services under the Change of Services section of this agreement.

Change of Services

Customer may add or remove different aspects of StratusIQ’s residential Services under the terms of this agreement. Additional fees may apply for change or cancellation of services offered under promotions prior to the end of the Promotional Term.

Deposits

Service/Equipment Deposit

Customer agrees to pay StratusIQ a deposit determined by StratusIQ’s internal credit inquiry and guidelines. StratusIQ is not obligated to disclose the information returned from the credit inquiry or the internal guidelines which determine deposit amounts or whether deposits are required. Additional deposits may be required if customer upgrades services beyond the initial Services activation to the Service Premises, or choses services that require additional equipment. If Customer meets StratusIQ’s standards for creditworthiness, and Customer pays each of Customer’s first six bills when due, then Customer’s deposit will be credited to Customer’s account on the seventh bill. If any of Customer’s payments are not made by the dates due, or if any actions of Customer require StratusIQ to charge against Customer’s deposit, then Customer’s service deposit will be retained by StratusIQ.
Customer understands and agrees that failure to make payments by the due dates or termination of Services for any reason within six months of installation will result in StratusIQ retaining the deposit. StratusIQ will credit the deposit against unpaid service charges or unreturned equipment at its sole discretion, and the customer is still obligated to pay all remaining unpaid equipment replacement charges, service charges, taxes and fees in relation to this Agreement.

Agreement Renewal

This Agreement shall automatically renew monthly unless Customer confirms deactivation with our customer service department during normal business hours, allows deactivation at the Services Premises and returns any equipment belonging to StratusIQ. StratusIQ reserves the right to suspend or discontinue providing all or portions of its residential services in general, or to terminate all or portions of the Customer’s Services, at any time in its sole discretion. If StratusIQ discontinues providing the Services, the Customer is responsible for pro-rated service charges accrued through the date that Services were deactivated at the Service Premises, and all unpaid equipment replacement charges, service charges, taxes, and fees, to include early termination fees for Promotional Services, in relation to this Agreement.

Payment Terms

Customer agrees to pay all monthly fees and installation charges, including applicable franchise fees, taxes, customer service fees, late fees, collection fees, and installation fees when they apply to receive StratusIQ services at the customer premises. Monthly service fees are billed for the current month. If payment is not received by the due date, late fees and collection charges may be assessed, and the Services may be disconnected and a disconnect fee assessed. If StratusIQ must disconnect Customer Services due to non-payment, Customer will be required to pay a reconnect fee and all past due charges before Services are reconnected.

In order to provide best in class equipment and service to all our customers, the Service Protection Surcharge is automatically included on each bill and cannot be waived.

Inquiries

For any inquiries, complaints or notices required under this Agreement, Customer should contact StratusIQ customer service department during normal business hours at (719) 573-5343 or in writing at 555 Hathaway Drive, Colorado Springs, CO 80915.

Equipment

All equipment provided by StratusIQ to Customer for the reception of Services, including any cables used to connect the equipment to power sources or to connect to the Customer’s owned equipment, (“Equipment”), shall be and remain the sole property of StratusIQ. Customer agrees not to sell, loan, abuse, tamper with, repair, alter or damage the Equipment, and further agrees not to move, disturb, or change the location of any of the Equipment from the Service Premises. Any connection to, relocation of, or use of the Equipment or reception of Services except as allowed by this Agreement, is a violation of federal and/or state law, subject to fine or imprisonment or both, and StratusIQ has the right to impose liquidated damages in an amount equal to three times the normal service charge for the period of such unauthorized use together with all collection, court, and attorney’s fees incurred thereby. If Service premises are leased by Customer or are under the control of a separate owner, landlord or Homeowner’s Association (“HOA”) or other such entity, it is Customer’s sole responsibility to ensure that the placement of StratusIQ’s Equipment is within any guidelines set by such entity.
Relocation of Equipment, which shall be done only by StratusIQ personnel, shall be subject to a charge by StratusIQ. Upon termination of this Agreement, Customer agrees to return all Equipment to StratusIQ during normal business hours to end the service charges, or promptly grant StratusIQ all access necessary to remove the Equipment from the Service Premises. Failure by StratusIQ to remove the equipment shall not be deemed abandonment by StratusIQ. In the event that the Equipment supplied by StratusIQ is not returned to StratusIQ for any reason, whether due to Customer acts or accidents, theft, loss, fire, casualty or other causes beyond Customer’s control, Customers shall forfeit any deposit made and shall pay StratusIQ up to the replacement value of the equipment not returned and additional costs unreturned equipment including attorneys’ fees, cost of collection and court costs, as may result to StratusIQ. Customer further agrees to pay StratusIQ additional charges in the event the Equipment is repaired or replaced due to the Customer’s acts or omissions. By signing this Agreement Customer authorizes StratusIQ to charge replacement value or repair cost, as applicable, to any credit card or debit card number Customer provided to StratusIQ.

StratusIQ Content Rights

StratusIQ has no obligation to monitor the content of the Services and expressly disclaims any responsibility for any offense or injury arising out of Customer’s access to or dissemination of such content. Customer agrees that StratusIQ has the right to monitor content electronically at any time and to disclose any information necessary to satisfy any law, regulation or governmental request to operate the Service properly, or to protect itself or its subscribers. StratusIQ reserves the rights to refuse to post and remove information or materials that, in its sole discretion, are unacceptable or in any way violate this Agreement.

Customer Information

Customer expressly grants StratusIQ permission to disclose personally identifiable information relating to Customer or Customer’s account in response to (a) a subpoena issued in a civil or criminal investigation or litigation; (b) a civil investigative demand issued by a government entity; or (c) a court order.

Service Call Policy

StratusIQ expressly reserves the right to institute fees for providing certain customer support services if, at its sole discretion, it determines such fees are warranted. A separate Service Call Policy is posted at StratusIQ.com with further details.

Policies

StratusIQ’s Acceptable Use Policy, Open Internet Disclosure, Service Call Policy, Privacy Policy, Terms of Service, and other policies (“Policies”) are online at www.StratusIQ.com. Customer understands and accepts the Terms of Service and other policies as posted. StratusIQ may change the Policies from time to time. Notices will be considered given and effective on the date posted on to the Policies section of StratusIQ website (StratusIQ.com).

StratusIQ Rights

Nothing contained herein shall be construed to limit StratusIQ’s rights and remedies available at law or in equity.

Limited Warranty

ALL STRATUSIQ RESIDENTIAL SERVICES ARE PROVIDED “AS IS” WITHOUT WARRANTY OF ANY KIND. STRATUSIQ DOES NOT WARRANT UNINTERRUPTED USE OF THE SERVICE OR THAT ANY DATA OR ANY FILES SENT BY OR TO CUSTOMER WILL BE TRANSMITTED IN UNCORRUPTED FORM OR WITHIN A REASONABLE TIME PERIOD. ALL REPRESENTATIONS AND WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, ANY WARRANTIES OF NON-INFRINGEMENT, FITNESS FOR A PARTICULAR PURPOSE AND MERCHANTABILITY ARE HEREBY EXCLUDED AND DISCLAIMED.

StratusIQ Performance and Reliability Rights

StratusIQ reserves the right to manage its network for the greatest benefit of its subscribers including, but not limited to rate limiting, traffic prioritization, and protocol filtering. Customer expressly acknowledges and accepts that such action by StratusIQ may affect the Service performance. StratusIQ reserves the right to enforce limits on specific Services features, including, but not limited to, email storage, sustained usage, and usage maximums.

Gigabit Beyond Disclosure

By allowing activation of StratusIQ 10 Gigabit per Second Fiber-to-the-Home or 2.5 Gigabit per Second Fiber-to-the-Home Services, the Customer acknowledges that they have read, understood, and agree to the conditions of this disclosure. StratusIQ is responsible for providing a 10 Gigabit or 2.5 Gigabit Fiber Gateway via an interior Adtran Optical Network Termination. Customers will receive the highest internet speeds on their home network using Cat 6 or Cat 6A cable along with hardwired connection directly to a 10 Gigabit capable device or recommended adapter (Thunderbolt, USB 3.0). Using an adapter for hardwired internet connection will add data overhead, thus slowing internet speeds. For Wi-Fi use in the home, Customers should be aware that not every consumer-grade router can support gigabit speeds. Customers must provide their own router using Wi-Fi 6E network protocol, which enables three distinct frequency bands (2.4GHz, 5GHz, 6GHz). Note that Wi-Fi 6E has a maximum throughput of 9.6 Gigabit per Second. StratusIQ is not liable for reduced speeds or faulty internet service due to incompatible routers. While most new devices and technology can be used with Wi-Fi 6E, Customers should be aware that not all devices are manufactured to take advantage of Wi-Fi 6E protocol.

Maintenance and Repair

StratusIQ will always during the term of this Agreement keep the Service and systems that provide the Services in a good state of repair and maintenance subject to actions by others or circumstances beyond StratusIQ’s control, including but not limited to “Acts of God.” It may be necessary for StratusIQ to temporarily interrupt Service to repair or upgrade the systems and equipment that provide Services. If possible, StratusIQ will notify Customer prior to the interruption, and will conduct repairs or upgrades in a manner to minimize interruption of service and inconvenience to the Customer.

In-Home Equipment Protection and Service Drop Damage coverage applies for up to two damages per customer within a 12-month period.  If more than two damages occur within 12 months customer will be billed for time and materials to restore service.

Priority Service and Response will be within 2 business days excluding extreme weather events, natural disasters, etc. where StratusIQ technicians could potentially be at risk.

Viruses and SPAM

StratusIQ does not represent, warrant, or covenant that its email virus check service or SPAM prevention service will detect or correct any or all viruses and/or SPAM. Software or other content downloaded from the Services may contain viruses. It is Customer’s sole responsibility to take appropriate precautions to protect his/her computer from damage to software, files, and data. Neither StratusIQ, nor any of their subcontractors, employees, or agents, shall have any liability whatsoever for any damage to or loss or destruction of any software, files or data resulting from any virus, lock, key, bomb, worm, Trojan horse or other harmful feature.

No Liability For

Content

There may be some content on the Internet or Services which may be offensive to some individuals, or which may not be in compliance with all laws, regulations and other rules. StratusIQ assumes no responsibility for the content contained on the Internet or otherwise available through the Services. All content accessed by Customer through the Services is accessed and used by Customer at Customer’s own risk, and StratusIQ, shall have no liability whatsoever for any claims, losses, actions, damages, suits or proceedings relating to access to such content by Customer. StratusIQ specifically disclaims any responsibility for the accuracy, quality and confidentiality of information obtained through the Service.

Confidential Information

Any sensitive or confidential information (such as credit card numbers or other financial information, medical information or trade secrets) sent by Customer is sent at Customer’s sole risk, and neither StratusIQ nor any of their subcontractors, employees or agents, shall have any liability whatsoever for any claims, losses, actions, damages, suits or proceedings arising out of or relating to such actions by Customer.

FTP/HTTP/Proxy/Gateway Server Setup

Customer is aware that when using the Service to access the Internet or any other online service, there are certain applications, such as FTP, HTTP, proxy, or gateway server applications, which may be used to allow other Service and Internet users to gain access to Customer’s computer. Neither StratusIQ, nor any of its respective agents, subcontractors, or employees, shall have any liability whatsoever for any claims, losses, actions, damages, proceedings, or suits resulting from, arising or otherwise relating to the use of such applications by Customer, including, without limitation, damages resulting from others accessing Customer’s computer or from any loss of data maintained on the Network.

Limitation of Liability

In no event will StratusIQ or any of its respective subcontractors, employees or agents, be liable to Customer or to any third party for any direct, indirect, incidental, special, exemplary, punitive or consequential losses or damages, including loss of profits, loss of earnings, loss of business opportunities and personal injuries (including death), resulting directly or indirectly from the Customer’s use of the Services, including, without limitation, any damage resulting from Customer’s reliance on or use of the Services, or the mistakes, omissions, interruptions, deletion of files, errors, defects, delays in operation, non-deliveries, mis-deliveries, transmission, or any failure of performance of the Services. These limitations apply to the acts, omissions, negligence, and gross negligence of StratusIQ, and each of its employees and agents. Customer’s sole and exclusive remedies under this Agreement are expressly set out in this Agreement.

Multiple Users

Customer is executing this Agreement on behalf of all persons who use the Services at the Service Premises. Customer is solely responsible for ensuring that all such other users understand and comply with the terms and conditions of this Agreement. Customer agrees that he/she is solely responsible and liable for all breaches of the terms and conditions of this Agreement, whether such breach is the result of use of the Services and/or Equipment by Customer or by any other user of the Services at the Customer’s Service Premises.

Right of Access

Customer hereby grants to StratusIQ the exclusive right, so long as StratusIQ holds all necessary authority to provide Services to the Service Premises, to enter upon and over the Service Premises at any time (avoiding any action that would adversely affect the rights of tenants) to install, connect, disconnect, inspect or acquire the Equipment for providing, maintaining or disconnecting Services. If Customer is not the owner of the Service Premises, Customer agrees to indemnify and hold StratusIQ harmless from all claims arising by or through the owner because of StratusIQ’s performance under this Agreement.

Governing Law

This Agreement shall be exclusively governed by, and construed in accordance with, the laws of Colorado. Venue for any legal action concerning this Agreement shall be in the county in which the Service Premises is located. Customer agrees that regardless of any statute or law to the contrary, any claim or cause of action arising out of or related to use of the Services or Agreement must be filed within one (1) year after such claim or cause of action arose or be forever barred.

This Agreement

This agreement is the entire agreement and understanding between the parties with respect to the subject matter herein and supersedes all prior written or verbal agreements. If any portion of this Agreement is held unenforceable, that portion shall be construed to reflect the Parties’ original intentions. The remaining provisions shall remain in full force and effect. StratusIQ’s failure to insist upon or enforce strict performance of any provision shall not constitute a waiver of any provision or right. Neither the course of conduct between the parties nor trade practice shall act to modify any provision herein. This Agreement may not be assigned or transferred by Customer but is freely assignable by StratusIQ to third parties.

Changes to this Agreement

StratusIQ may change the terms and conditions of this Agreement from time to time. Such changes will become binding on Customer, on the date posted to the StratusIQ Website and no further notice by StratusIQ is required. If Customer does not agree to any such modification, Customer must immediately stop using the Services and notify StratusIQ that the customer is terminating this Agreement and discontinuing Services. This Agreement supersedes all previously agreed to electronic and written terms of service, including without limitation any terms provided to the customer at the time Services were activated.

Revised 5-16-23