Aura Fiber

Residential Internet Services Agreement


AURA FIBER
15851 Dallas Parkway
Suite 600
Addison, Texas, 75001

1‐833‐MyFiber (1‐833‐693‐4237)
service@AuraFiber.com
www.AuraFiber.com

RESIDENTIAL INTERNET SERVICES AGREEMENT

Our goal is to make our internet service agreement easy to understand and right to the point. As a company, we want to provide you with fantastic customer service and unbeatable internet technology. We hate the legalese in those ridiculously long, boring agreements just as much as you do! This is a simple transaction: You want to buy quality Internet Service, and we want to provide it to you… Let’s keep it as simple as possible! Here we go:
This agreement is effective 7/7/2018.

Billing
Each month, we will email you a billing statement.  Please make sure to provide us with an accurate email address for our communications.  Don’t worry, we won’t spam you with a bunch of annoying emails or sell your information off to third parties.  We hate when companies do that just as much as you do.

If you absolutely insist that we mail you your billing statement each month, we can accommodate this but we’re going to charge you a service fee for this (see below).  

There are several ways in which you can pay your bill each month:

  • Go to www.AuraFiber.com and click on the “Pay Your Bill” link in the upper right-hand corner of our site.  You can pay with a debit card, credit card, or e-check.
    • If you are a new customer, you’ll need to set up your online account with us after you receive your first bill.  To do this, just select “Sign Up for an Account” after you click on the “Pay Your Bill” link.
    • This option is free of charge.

  • Go to any Wells Fargo Bank location and deposit your payment directly into our customer billing account.  This account is specifically set up to receive customer payments.
    • Account Name:  Aura Fiber
    • Account #:  1643046970
    • If you are depositing a cash payment, please email a copy of the deposit receipt to billing@AuraFiber.com.  In the Subject of the email, please put your Name, Property Address, and Account #.
    • If you are depositing a check, please put your Property Address and Account # in the memo section of your check.
    • This option is free of charge.
  • Mail a Check:                                                     
  • Our mailing address is:  
    AURA FIBER
    15851 Dallas Parkway
    Suite 600
    Addison, Texas, 75001                                       
    • This option is NOT free.  A servicing fee will be charged to process mailed checks (see below).  

CONTACTING AURA FIBER

If you need something, let us know! We are here to help you…

For Customer Service, Billing, or Tech Support, please email us 24/7 at service@AuraFiber.com or call us toll free at 1‐833‐MyFiber during the hours of 9:00am – 5:00pm, Monday – Friday, excluding US holidays.  For regular support customers, we promise to respond to your request within 24 hours.

For Premium Support customers, there is no wait time. We are at your beck and call, 24/7, 365 days a year!  Yes, that means we drop what we’re doing and handle your issue right away…

SERVICE UTILIZATION

An obvious rule about the service we’re providing to you: You cannot resell our Standard Residential Internet Service or allow 3rd parties to use the service we’re providing you! Also, this includes (but is not limited to) publicly hosting shared files or maintaining open WiFi access for unaffiliated users. If you need dedicated services that can be used in this manner, we can actually design a package that accommodates this. However, for regular Internet Service, our pricing structures are as low as they can be, which means they are only designed to service just one customer.

AGREEMEMENTS, CONTRACTS, & COVENENTS

We believe in straightforward, fair, open, and honest business practices! Our agreement prices are month‐to‐month. If you aren’t happy with our Internet Service at any point in time, we won’t force you to stay with us by having you locked into some crazy, long term contract that’s too expensive to get out of. We believe that you’ll stay with us, not because you’re hamstrung in a contract, but because you appreciate our technology and you love our service!

We have three legal documents which describe the details of our Internet Service relationship with our customers: Terms and Conditions, Privacy Policy, and Internet Acceptable Use Policy.  We keep the latest versions of each at the bottom of our homepage at www.AuraFiber.com.  

By using our services, you agree to abide by these policies and terms of service.

SERVICES TO BE PROVIDED

Under the terms of this agreement, Aura Fiber shall provide the customer with the selected services according the following fee schedule:

Monthly Recurring Service Charges

The following Internet Service speeds reflect download speeds with a hard‐wired internet connection (not wireless).  Internet speeds may sometimes fluctuate, especially on a wireless connection. For optimal wireless performance, do not remove the modem and wireless router that’s installed with our service.  

Here is our pricing schedule:

  • A modem and wireless router will be installed at the time of service activation.  There is an additional charge of $10/mo for this equipment, which is added to your monthly internet service bill.  

Additional Available Services:

Do you want Premium Support?  $10/mo  

  • For customers that demand immediate attention to issues relating to their internet service, modem, or router, we offer a Premium Support option.  Basically, we drop what we’re doing and address your issue. We guarantee a response time to our Premium Support customers of less than one hour, 24 hours a day, 7 days a week, 365 days a year.  If the issue cannot be resolved remotely, we will send a technician to the service location free of charge.

Do you require Paper Billing?  Or, do you Mailed Payments- $10/mo  

  • In an effort to keep our internet prices as low as possible, we incorporate technology into our business model everywhere possible.  One of these places is in our billing platform. We prefer to email you your billing statement each month, and we prefer that you pay your bill on our website or by deposit directly into our account.  By doing this, we save a lot of time, which saves us a lot of money, which then allows us to offer you the lowest internet prices possible. For those of you that absolutely require a billing statement to be mailed to you each month, or for those of you that insist on mailing us a check for your payment, we will accommodate these requests BUT we have to charge you an additional $10/mo to handle them.    

Streamlined Underwriting (no credit check, no proof of identification required)- $10/mo   

  • For customers that do not want us to run a credit check, or for customers that cannot provide proof of sufficient identification (driver’s license, SS card, or Passport), we offer a Streamlined Underwriting option that waives all of these requirements.

One Time Installation and Activation Charge:
An installation fee of $39 is due upon the execution of this agreement. Our professional installation includes the following:

  • Labor and materials needed to run internet service to the service location (must be in our coverage area).
  • Activation of internet connection
  • Modem and wireless router setup and configuration

Miscellaneous Charges:

  • All Federal, State and Local taxes, fees, and/or other regulatory costs, plus the management and collection of these fees/costs, are your financial responsibility and will be added to your monthly internet bill.

  • Your internet bill will be sent to you on the 15th of each month.  We require that you pay the bill by the following 1st of the month.  If you do not pay your bill by the following 5th of the month, a late fee of $20 will be charged and added to that month’s bill.

  • The Modem, WiFi Router, and all other hardware provided to you by us remains our property and is only available for your use as long as your account remains in good standing.  You are responsible for returning all equipment and hardware to us within 30 days of termination or cancellation of service. Failure to do this will result in a fee of $200 being assessed.  

  • All equipment and hardware should be mailed to:
    AURA FIBER
    15851 Dallas Parkway
    Suite 600
    Addison, Texas, 75001                                                      
  • Services automatically renew each month, unless otherwise cancelled or terminated as defined by the Terms and Conditions.  While not typical, prices may sometimes change.

Authorization of Service

By signing this form, you are instructing Aura Fiber to provide monthly internet service to the property address listed below.  

Based on the options chosen above, your monthly internet service bill will be computed accordingly (excluding taxes and regulatory fees).  

You agree to pay a one-time charge in the amount of $39 for the installation and activation of this service.  

Customer Information:

Internet Service Address:

 

Leave this empty:

Signature Certificate
Document name: Residential Internet Services Agreement
Unique Document ID: 99142af05d8450c6f9b92efce244164e67de7389
Timestamp Audit
May 24, 2018 8:48 am CSTResidential Internet Services Agreement Uploaded by Jeremy Louder - sales@aurafiber.com IP 103.255.5.68