Support

Network Management Disclosure

Updated: September 30, 2024

Network Management

Smartaira does not unfairly discriminate against lawful content, applications, services, or non-harmful devices on the Internet. The following is a description of our network management policies related to our broadband Internet services:

  • Blocking. We do not block or otherwise restrict access for users to lawful content, applications, services, or non-harmful devices.
  • Throttling. We do not intentionally degrade, or slow down lawful Internet traffic based on the content, application, service, or device being used, or based on the user’s identity.
  • Affiliated Prioritization. Smartaira does not engage in any preferential treatment of traffic associated with affiliates, either directly or indirectly. This includes techniques such as traffic shaping, prioritization, or resource reservation to benefit any affiliated companies.
  • Paid Prioritization. Smartaira does not prioritize some traffic over other traffic in exchange for any kind of payment or compensation, either monetary or otherwise. Techniques such as traffic shaping or prioritization in return for consideration are not practiced.
  • Congestion Management. Our focus is on continually increasing network capacity to prevent and manage congestion. When any uplink or downlink reaches 60% of its capacity, we take proactive measures to increase bandwidth. This practice helps maintain ample capacity to handle network traffic.
  • Application-Specific Behavior. We allow our broadband customers unrestricted access to lawful Internet content, services, and applications. Smartaira does not block or control the rate of specific protocols or ports, nor do we modify protocol fields in ways that are not specified by standards. We do not favor any application or type of application over others.
  • Device Attachment Rules. Smartaira requires customers to use Customer Premise Equipment (CPE) provided by the company to ensure full compatibility and optimal performance with our network infrastructure. This equipment is subject to compliance with FCC regulations, ensuring proper security and network integrity. In cases where Smartaira does not supply the CPE or when a customer has specific needs, the company will make commercially reasonable efforts to accommodate those requirements, while maintaining compliance with regulatory standards. Customers are prohibited from attaching unauthorized devices or modifying the provided equipment to prevent security risks and interference with the broader network. This practice aligns with Smartaira’s commitment to network security and performance, as well as regulatory obligations under FCC guidelines.
  • Security. Smartaira actively monitors traffic patterns to detect malicious activity and take necessary actions to protect our network, such as mitigating Distributed Denial of Service (DDoS) attacks. Our practices help identify unusual traffic volumes to address potential threats. However, while we take proactive measures to secure the network, we cannot guarantee the safety of our customers’ devices or data resulting from their internet usage habits. Customers are responsible for maintaining safe and legal internet practices, such as using updated antivirus software, firewalls, and exercising caution while browsing the web or sharing sensitive information.

Service Performance Characteristics

  • Service Description. Smartaira offers a variety of broadband services, including high-speed fiber Internet. Our network infrastructure comprises Active Ethernet, Managed/Personal Wi-Fi, Passive Optical Network (PON), and Hybrid Fiber-Coaxial (HFC), delivered through fiber, Ethernet, and Coax technologies. These services are well-suited for real-time applications such as video streaming and gaming.
    • Speeds. We advertise our service speeds as “up to” the maximum for each service tier on a wired connection. Actual speeds experienced by customers may fluctuate due to factors such as the quality of the customer’s equipment, Internet congestion outside of Smartaira’s Network, protocol overhead, and the distance data must travel between the customer and its destination. To test connection speeds, customers can use online tools such as public speed test servers with a wired connection to the provided CPE for the most accurate results. Smartaira cannot guarantee wireless speeds, due to many factors not in its control. Note that all speed tests are approximate and can vary based on several factors. If customers repeatedly experience significantly slower speeds than expected, they should contact our support team for assistance.
    • Performance Expectations. While Smartaira strives to provide a reliable and consistent service, fluctuations in speed are common and can be influenced by various factors beyond our control. These variations are typical of all internet service providers and may occur while using our service
    • User Equipment. Users are responsible for ensuring that their equipment and network environment are set up for optimal performance. Smartaira provides support to help achieve best possible speeds, subject to the limitations above.
    • Latency. varies based on several factors, notably the distance (and number of intermediate routers) between a customer’s computer and the ultimate internet destination, as well as the number, variety, and quality of networks the customer’s packets cross. Acceptable latency metrics can vary depending on the type of application. However, general guidelines include:
      • 0-50ms: This range is ideal for real-time applications, such as gaming, VoIP, or video conferencing. Anything under 50ms provides an excellent, highly responsive experience.
      • 50-100ms: Latency within this range is generally still good for most activities, but gamers and real-time users may start noticing slight delays. Interactive activities remain functional, though not as smooth.
      • >100ms: At 100ms and above, latency becomes noticeable and can impact the user experience, particularly for gaming, video conferencing, and other real-time services. Delays are more pronounced, and users may experience lag or buffering.

Maintenance Schedules

  • Planned Maintenance. Smartaira schedules planned maintenance to improve or upgrade our network infrastructure, typically between the hours of 12:00 AM and 5:00 AM local time. These windows have been selected to minimize their impact on our customers. During this time, services may be temporarily unavailable while we implement updates, hardware upgrades, or other necessary maintenance activities. Customers are notified in advance of any planned maintenance events.
  • Unplanned Maintenance. In the event of unforeseen technical issues, Smartaira may need to conduct unplanned maintenance. This can include addressing critical system failures, hardware malfunctions, or network degradation. While we strive to resolve these issues as quickly as possible, service disruptions may occur without prior notice. Our team will work diligently to restore full service and minimize any inconvenience to our customers.
    Both planned and unplanned maintenance efforts are essential to maintaining optimal network performance, reliability, and security. We take every precaution to ensure minimal service interruptions during these windows.
  • Other Services on Our Network. In addition to broadband Internet services, Smartaira provides customers with non-broadband services such as Voice over Internet Protocol (VoIP) & Streaming video service. We make every effort to ensure that these services do not negatively impact the capacity available for broadband Internet access.

Commercial Terms

  • Pricing and Additional Fees. For details about pricing, customers can contact us directly. Currently, we do not charge data-usage-based fees. However, fees such as early termination charges and other fees for additional network services may apply under certain conditions.
  • Additional Terms. Smartaira’s additional terms related to its broadband services can be found at:
  • Redress and Complaints. We offer multiple options for customers to address any complaints or concerns they may have. These include contacting us at 310-974-8776, Online https://smartaira.com/help, or email at noc@smartaira.com .