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Some of the customer information we collect identifies or can potentially identify you (we call this “personally identifiable information”), such as your name, address, and telephone numbers; your Social Security Number; credit information and bank account or credit card numbers; your payment preferences; subscriber correspondence; or other demographic information, such as size of household. Our records also contain information on billing and payment history, maintenance and repairs, inquiry and technical support interaction, service options you have chosen, and other information related to the installation and maintenance of your IPTV video service.
Personally identifiable data does not include aggregated data that does not identify a particular person or persons, demographic information not connected to an identified individual or household, or non-personal information such as MAC addresses associated with set-top boxes, modems, routers, or other equipment identifiers. In addition, as part of our normal course of business, we generate and maintain billing and account information such as billing, payment, and deposit history; the services to which you have subscribed; customer correspondence and communications records; and maintenance, repairs, and complaint information.
Sometimes, we also obtain additional information from outside sources to supplement the information we collect from you. We might add information about you or your community available from third parties such as research consultants and marketing firms (such as the information that merchants use in delivering catalogs by mail, or census information about neighborhoods). We may also collect the following service-specific customer information depending on the Services to which you subscribe:
Phone Services
As part of delivering phone services, we keep information about the quantity, technical configuration, type, destination, location, and amount of your use of phone services, calling patterns, and information contained on your telephone bill concerning the phone services you receive. When that information is accompanied by your name, address, or telephone number, it is known as customer proprietary network information or “CPNI” and is subject to special protections as described in Section E below. Your name, address, and telephone number alone do not constitute CPNI, however.
High-Speed Internet Service
If you subscribe to our High-Speed Internet service we transmit and may collect and store for a period of time, information generated by the service when you send and receive e-mail, video mail, and instant messages; transfer and share files; make files accessible; visit websites; or post blogs, comments, or other information.
IPTV Video Service
If you are an IPTV Video Subscriber, we may also automatically collect information when you use our systems such as by ordering or viewing on-demand programming, or engaging in other interactive programming features. This information is primarily used to carry out the requests you make using your remote control, set-top box, or other equipment. It may also include other information such as the time you actually use our services, the use of other features of our services, and which menus and menu screens are used most often, and the time spent using them.
Information collected from these services is maintained on an anonymous basis, except in connection with billing for usage of video-on-demand or pay-per-view services or as necessary to fulfill any other request or order you make via the transactional and interactive services. Some of our advertisements may invite interactive or transactional follow-up from you. If you request products, services, features, or information via such interactive advertisements, we collect and use the information generated by the request, including personally identifiable information when necessary, in order to carry out your request.
We may also collect channel tuning data to determine which programs are most popular, how many people watch a program to its conclusion, and whether people are watching commercials, as well as other audience measurement-focused information. All personally identifiable information is removed from this data. GoSEMO, or our contractors or agents, may from time to time share this anonymous information with our advertisers, content providers, or other third parties working on our behalf such as audience measurement or market research firms.
These firms may combine this information with information about you or your community (such as the information that merchants use in delivering catalogs by mail, or census information about neighborhoods) to provide us with audience analysis data. Our audience measurement helps us and the program networks we carry decide on which programs and channels to carry out and to improve our IPTV video services.
We also use this information to provide you with a more personalized experience by directing advertisers to the channels that produce more sales as they consider, design, and evaluate advertising campaigns. In addition to this privacy notice, we may provide additional notices to you regarding specific advertising or other initiatives. These notices will describe the initiatives in greater detail and may, as appropriate, contain information you can use to choose to participate, or not participate, in these initiatives.
We use customer information, including personally identifiable information, primarily to conduct business activities related to our provision of reliable and high-quality Services. More specifically, we may use personally identifiable information to: install, maintain, and upgrade Services and the devices and software we use to provide them; to bill properly for Services; to send you pertinent information regarding the Services; to configure and improve the Services; to detect unauthorized reception of the Services; to offer you other services or products that we think may be of interest to you (subject to your right to limit or restrict us from making these offers as described in this Privacy Notice) and for tax and accounting purposes. We also keep records from research concerning customer satisfaction and viewing or system use habits.
GoSEMO considers the personally identifiable information that we keep to be confidential. Unless prior written or electronic consent is obtained, we will disclose to third parties personal information that we maintain related to our subscribers only when it is necessary to render IPTV video or other services to you or to carry out related activities in the ordinary course of business for our ordinary business purposes, at a frequency that varies in accordance with the particular business need. We may provide your name and address to marketing organizations, programmers, and other businesses.
Section 631 of the federal Cable Communications Policy Act of 1984, as amended (the “Cable Act”) allows us to disclose this “mailing list” information unless you tell us otherwise. We may also use or disclose customer information, including personally identifiable information, without your consent to protect our customers, employees, or property, in emergency situations, to enforce our rights under our terms of service and policies, if your account is referred to a collection agency or attorney, in court or elsewhere, and as otherwise permitted by law.
The types of persons to whom information about you may be disclosed without your prior written or electronic consent include Installation, repair, and subscriber assistance subcontractors; entities providing services to us that we resell or license to you; billing and collection services; program guide distributors; software vendors; firms conducting market research on our behalf; and other related legal entities.
GoSEMO may also disclose information about you to representatives of government, taxing, or other regulatory authorities in the furtherance of our legitimate business activities.
For all of the same purposes for which we use personally identifiable information as described in Section B above, we may sometimes disclose such information to our affiliates, agents, contractors, outside auditors, professional advisors, service providers and vendors, potential business merger, acquisition, or sale partners, and regulators. If a new company were to take ownership of our IPTV video system, we reserve the right to disclose and transfer all customer information, including personally identifiable information, to the successor company.
We describe above in Section A when we disclose to third parties anonymous customer information relating to our IPTV video services.
We may disclose customer information, including personally identifiable information, in connection with our phone service, such as in providing directory service, Caller ID, and 911/E911. In using our GoSEMO Digital Phone services, your name and telephone number may be transmitted and displayed on a Caller ID device unless you have elected to block such information (Caller ID blocking may not prevent the display of your name and telephone number if you dial certain business numbers, 911 or toll-free 800, 888, 877, or 866 numbers.) Your name, address, and phone number may be distributed in telephone directories or through directory assistance, and this information may be repackaged and made available in different formats by anyone. We take reasonable precautions to ensure that non-published and non-listed numbers are not included in our telephone directories or directory assistance services, although we cannot guarantee that errors will never occur.
Federal law regulates “customer proprietary network information,” also known as “CPNI.” CPNI is information that relates to the quantity, technical configuration, type, destination, location, and amount of use of a telecommunications service that we receive solely as a result of our provision of telephone service to you. In particular, this includes information contained in our invoices pertaining to telephone service (other than your name, address, and phone number), and the details of who you call and who calls you. For your protection, we will not disclose your call detail records over the phone to an inbound caller, and we require the use of a password to log into accounts where you can view your call detail information online. We use and disclose CPNI only in very limited circumstances as described below. We only will use, disclose, or permit access to CPNI in compliance with applicable law and as explained in this policy.
We must disclose customer information, including personally identifiable information, when required by the terms of a valid legal process such as a subpoena, court order, or search warrant. If a court order requires us to disclose personally identifiable information to a third party, we are required to notify you.
If you subscribe to our IPTV Video Service, under federal law, you must be afforded the opportunity to appear and contest the order in court. In addition, in accordance with the United States of America Patriot Act of 2001, we may be required to disclose personally identifiable information to law enforcement officials in accordance with both court orders and subpoenas, however, we may not disclose records revealing your selection of video programming. You may not be entitled by law to prior notice or the opportunity to contest these disclosures.
If you subscribe to our High-Speed Internet or GoSEMO Digital Phone services, the same requirements do not apply. Instead, in some instances we may disclose personally identifiable information and CPNI about you to representatives of the government or to comply with a court order without your consent and without advance or any notice to you, except that in these cases our disclosure is not to include records revealing your selection of video programming.
In other situations (for example, if you owe or are owed welfare or child support), state welfare agencies may by administrative subpoena obtain your name, address, and other information as it appears in our records. We are required to notify the National Center for Missing and Exploited Children of information about child pornography that we become aware of in the course of providing our services.
This information may be provided without a court order, and we do not have to give you notice and the opportunity to contest such disclosure. If we notify you of specific legal requests or orders for personally identifiable information, and there is an opportunity for you to object to such disclosures, it is then up to you to object or take specific action to prevent these disclosures.
You have some choices in how we use or disclose customer information. If you do not want us to disclose your name and address to third parties for mailing lists in connection with the promotion of GoSEMO products and services and for other legitimate business activities related to our services, as explained below and in Section C above, please contact us by mail at GoSEMO OptOut, PO Box 520, Sikeston, MO 63801.
Any mailing list disclosures that we may make are limited by law to disclosures of subscriber names and addresses where the disclosures do not reveal, directly or indirectly, (i) the extent of any use by the subscriber of our Services; or (ii) the nature of any transaction made by the subscriber over our Services.
GoSEMO may use e-mail and/or in-browser messages to send transactional or relationship messages related to your service, including information on changes in terms of features, updates and upgrades, new features to which you are entitled, and information on system outages. If you agree to our contacting you via e-mail and/or in-browser messages for marketing messages, we may send you e-mail messages marketing our services.
You may contact GoSEMO at any time at the contact numbers set forth in this Privacy Policy to ask us to put your name on our “do not call” list so that you do not receive marketing or promotional telephone calls from us or made at our request.
If you are a customer of our services, from time to time we may offer you other communications services (for example, Internet or IPTV video services if you are a phone customer or IPTV video and phone services if you are an Internet customer) that are tailored to your specific needs, or which would be available to you on special promotional terms. If you do not want us to use, disclose, or permit access to your phone or Internet account to market services, please contact us to prevent such use, disclosure, and access.
We will maintain personally identifiable information about you only as long as it is necessary for our business purposes. This period includes the time during which you are a subscriber to our services, plus a period of time after you cease to be an active subscriber, in order for us to comply with tax and accounting regulations and requirements.
As required by federal law, we will notify you of our privacy policy annually. We reserve the right to modify this Privacy Notice at any time. We encourage you to periodically review this notice.
You have the right to inspect our records containing customer information about you, and to correct any errors in such information. In most cases, the personally identifiable information contained in these records consists solely of billing and account information. If you wish to inspect our records at our local business office, please notify us in writing 30 days in advance and an appointment will be arranged promptly during our regular business hours.