Before using the CalNeva Broadband Service, the customer must first complete the registration form. This involves giving user contact information such as First and Last name, E-mail address, Postal address, etc. CalNeva Broadband will use your contact details to contact you regarding the product and/or services you have requested. This consists of renewal/re-registration notifications, special offers, and surveys on improving our service.
If a user purchases a plan from CalNeva Broadband, we will collect credit card information, and other payment information necessary to complete a payment from the user. CalNeva Broadband may use a third party to process and verify credit cards for billing purposes. This entails sharing the user name, credit card number, expiration date and billing address with the credit card processing company. When processing a payment transaction, CalNeva Broadband will also obtain information regarding the amount of the payment and other transaction data. We may transfer or disclose this payment information to a third party only to the extent necessary in order to complete the payment processing.
Computer System Information
- Subscriber Computer - We may also seek information related to your computer. This may include: information about the make and model of your computer and/or any computer hardware, software or peripherals attached to it, date of purchase and type of computer, identification number of your computer, condition of the computer and the application if reporting a fault occurrence and during diagnostics, system and registry data about software installations and hardware configurations, and error tracking files. Generally, this information is required to offer personalized device support to you, and to help us update our support tools and augment our supported products list.
- Offsite Access - While requesting support you may request for the problem to be resolved by taking control of your computer. CalNeva Broadband uses qualified utilities that allow users to grant control of user computer to an Expert offsite over the Internet, so that the Expert can diagnose or correct problems. Experts are not allowed to use the Offsite Access software until and unless they have received adequate training in its use, and user have consented to grant control. Furthermore, Experts will not use Offsite Access tools to collect sensitive or confidential information stored on user computer or network, deliberately destroy information on user computer or network, or cause user to experience system problems.
All information gathered on our website is stored and maintained in secure facilities that limit access to authorized personnel only. The CalNeva Broadband website is regularly tested for security breaches to ensure that all information collected is secure from unauthorized viewing and sharing. Personal information of our customers is protected in transit via HTTPS and SSL security.
Retention of Information
CalNeva Broadband will retain the personal information of its users for as long as they are registered subscribers or users of our products, and for a reasonable time thereafter.
A cookie is a message given to a web browser by a web server. The browser stores the message in a text file. The main idea of cookies is to identify users and possibly prepare customized web pages for them. Usage of a cookie is in no way linked to any personally identifiable information while on our site and cannot violate the privacy of our customers.
Live Help Session Records
CalNeva Broadband reserves the right to monitor on-line and off-line sessions between a user and a CalNeva Broadband Executive for quality control of the service provided to the customer by the CalNeva Broadband Executive. Moreover, we may record on-line and off-line sessions conducted on the Web site for user reference and to assist in resolution of disputes and/or potential complaints. The session records will also be used to improve the service, build a support knowledge base, and/or conduct internal market research. Session record data will, however, not be correlated with personally identifiable data about individual customers.
We use IP addresses to analyze trends, track user movement, administer the site, and gather broad demographic information for aggregate use. IP addresses are not linked to personally identifiable information.
We will share aggregated demographic information with our partners and advertisers. This is not linked to any personal information that can identify any individual person.
Contests and Surveys
From time-to-time our site requests information from users via surveys or contests. Participation in these surveys or contests is entirely voluntary and the user therefore, has a choice whether or not to divulge this information. Information requested may include contact information such as name and shipping address, and demographic information such as zip code. Contact information will be used to notify the winners and award prizes. Survey information will be used for purposes of monitoring or improving the use and satisfaction of this site.
In order for this website to properly accomplish its obligation to our customers, it is necessary for us to supplement the information we receive with information from third-party sources.
- Special Offers – We send all new customers a welcome email to verify password and logon name. Existing and past customers will occasionally receive information on products, services, special deals, and newsletters.
- Correction/Updating of Personal Information – User’s personally identifiable information changes (such as user zip code), or if User no longer desires the Service, we will endeavor to provide a way to correct, update or remove User personal data provided to us. This can be done at the Profile page.