Fair Use Policy - i-SURF Satellite Broadband

i-SURF Fair Use Policy (FUP)

Overview and Summary Table

At i-SURF, we feel that all customers should be able to benefit from an affordable Unlimited Satellite Broadband service, that enables everyone to share peak usage capacity equally and fairly, whilst having the capability to download larger files in off peak periods.

If we did not implement an FUP then we could experience poor speeds across the network with approx 80% of all data allowance being consumed by approx 20% of customers. Implementing the FUP ensures that every customer can enjoy a fair, fast and effective broadband service throughout the whole day.

In order to achieve this aim, the FUP rewards customers with a larger overall FUP limit when they use their allocation during off peak periods by applying the Off Peak Download Multiplier Bonus. The tables below here set out specific examples how the FUP Policy works for each customer package in practice.

Off Peak Download Multiplier Bonus

The Off Peak Download Multiplier Bonus means that your download capacity is multiplied during the Off Peak Period compared to during the Peak Period. Our Premium Business packages include a massive 5x Off Peak Download Multiplier Bonus compared to the peak time and our Residential packages a very generous 3x bonus.

In this way you can download larger files during off peak periods without being in danger of breaching FUP limits and without affecting the browsing experience of other customers.

FUP Allowance Tables and Off Peak Download Bonuses

(Peak Data Allowances/PDA – Download Mix Examples)

Peak (GB) Download	Off Peak (GB) Download	Total FUP Limit (GB)
0	300	300
10	250	260
20	200	220
30	150	180
40	100	140
50	50	100
60	0	60

Peak (GB) Download	Off Peak (GB) Download	Total FUP Limit (GB)
0	150	150
10	120	130
20	90	110
30	60	90
40	30	70
50	0	50

Peak (GB) Download	Off Peak (GB) Download	Total FUP Limit (GB)
0	60	60
1	57	58
2	54	56
3	51	54
5	45	50
10	30	40
15	15	30
20	0	20

Peak (GB) Download	Off Peak (GB) Download	Total FUP Limit (GB)
0	30	30
1	27	28
2	24	26
3	21	24
4	18	22
6	12	18
8	6	14
10	0	10

Peak (GB) Download	Off Peak (GB) Download	Total FUP Limit (GB)
0	15	15
1	12	13
2	9	11
3	6	9
4	3	7
5	0	5

Off Peak times

Off peak periods are everyday between Midnight & 6 am.

How to set Off Peak Downloads

There are many applications and browser add-ons that can be used to schedule off peak file downloads in order to take advantage of your of your off peak download accelerator. We favour browser add-ons because they are designed specifically for your chosen browser and are easy to find, download and use from your browser settings toolbar. If you have any difficulties with any aspect of scheduling downloads then just drop us a line using the contact forms for help and advice, stating which Internet Browser you normally use.

How do we manage & implement the FUP in practice

For management purposes, we will set your total overall FUP allowance equal to your stated Peak Data Allowance or 50GB for Home XL packages and 60GB for Business packages. Thereafter, we will apply the Off Peak Download Multiplier Bonus each time you download in the off peak period.

Put simply:

For Business customers, each 5 GB of download capacity used during off peak times will count as only 1 GB towards your FUP allowance meaning that, in effect, you get 5x the download capacity during off peak times.
For all other customers, each 3 GB of download capacity used during off peak times will count as only 1 GB towards your FUP allowance meaning that, in effect, you get 3x the download capacity during off peak times.

What happens if I approach or reach my FUP Allowance

In the unlikely event that you do approach your total download limit then you will go into FUP or what we affectionately call “The Naughty Box”. At this time you will see a reduction in speed across your connection. At no time will we cut your service off, you will still be able to use your connection but just at a reduced speed. If you are consistently in “The Naughty Box” we will have a chat with you and suggest that you upgrade to the next level of service, along with the relevant increase in fees or of course you could just reduce the amount of data you transfer. The following schedule sets out how we will manage your usage if you approach or exceed their FUP allowance.

	i-SURF FUP Policy Implementation Schedule
Stage 1	When you reach 80 % of your limit we will send you an email, just to tell you that you are approaching your limit.
Stage 2	When you reach 100% of your limit we will inform you by email and reduce your speed to 50% of the headline rate.
Stage 3	When you reach 110% of your limit we will inform you by email and reduce your speed to 25% of the headline rate.
Stage 4	When you reach 120% of your limit, we will inform you by email and reduce your download speed to 256Kbps so that you can still contact us via email to discuss upgrade options or buy a download booster to increase your current month’s allocation.
Stage 5	At the start of the next monthly period, your FUP limit will be reset and you will be able to use your account as usual.
Stage 6	If your usage behaviour is deemed to be extraordinary, in nature and therefore unsuitable for a shared service, such that your actions are impacting significantly upon the experience of other users, then we reserve the right to move you to the standard PAYG service. In this case, we will inform you by email and immediately set your account to ‘Stage 4 status’ for a period of up to one week to allow you to discuss alternative arrangements with us.
Stage 7	If you fail to contact us to make alternative arrangements then we may choose to default your account to our standard PAYG product.

What do I do if I am in the “naughty box?

If you find yourself in the naughty box, remember we do not cut you off so you will still be able to use your service, but as mentioned before at a slower rate than the headline speeds.

At this point there are 3 options available:

Wait until your next FUP monthly period commences
Buy a Booster
Upgrade to the next service level

Remember you can always monitor your usage through our secure client portal. Please contact our office if you have not been given your unique customer log in details.