Privacy Policy

Updated 2024-08-06

Information we collect about our customers

The name, address, and email address of subscribed clients and client leads. We use this information to:

  • Send bills
  • Send information on updates to the service
  • Know the location of the service for installation/technical support

We may optionally take the client's phone number in order to help verify support requests that are called in.

We may take photos of the installation of our equipment on customer's property:

  • Provides proof of installation, and what equipment was installed
  • To aid in locating any lines that were buried/installed on customer property for dig requests
  • Help troubleshooting without having to send a crew out

The public IP addresses of our customer's router to:

We never associate traffic on our network with a specific customer. We may, however, view aggregated, anonymized traffic reports to identify bottlenecks or other issues in our network to improve the service. This includes: DNS requests, destination domain, destination ip address, or destination ASN.

Aggregated, anonymized statistics are stored indefinitely to view trends in data usage and to plan future capacity upgrades.

Data consumed. We record when each internet connection is being used including data rate (in Mbps) and timestamp over the period of a day. We also record the amount of data used per day and per month in gigabytes.

WiFi privacy

We may record the following information as part of our managed WiFi service:

  • Hostname, and MAC address of device connecting to the WiFi network
  • Timestamps of when a device connected and disconnected
  • Signal strength of a device to the nearest access point
  • Data usage of a device over a period of time
  • Password for the WiFi network

This information is stored for up to 1 year to aid in WiFi troubleshooting.

Shadow Internet has remote admin access to provided WiFi routers to:

  • Install feature and security updates
  • Aid in troubleshooting

Nokia WiFi privacy

Nokia routers use a cloud hosted controller software called Corteca and may record the following in addition to WiFi Privacy:

  • When making an account with the Nokia WiFi app, Nokia will record your name, email address and associate it with the installed router
  • If no account is created, no name or email address is provided to Nokia
  • Nokia support staff may access the Corteca software, or gain remote access to the router with permission from Shadow Internet to fix bugs in software or hardware

Website privacy

We may record the IP address of visitors to our site in order to:

  • Prevent abuse of our site (blocking malicious users)
  • Collect information about the number of visitors our site gets

Our self-serve customer portal (where customer can pay their bill online) uses cookies to remember your login details. These cookies are a necesary function, and are only used for sign in.

We do not use any third party tracking scripts.

Information sharing

We do not share customer data with third parties other than those listed below:

  • Stripe - securely processes credit card payments on our behalf
  • Akamai - hosts our websites
  • Aterlo Networks - provide traffic shaping appliance that records data usage. Data provided to Aterlo Networks: network usage history, name on account
  • Google - to host our @shadowinternet.ca email addresses, reCaptcha services, and Google Maps
  • AWS - to send automated emails from our billing system and email login codes
  • MNP - financials and accounting
  • Xero - cloud accounting software. Data provided to Xero: customer names, addresses, billing history
  • Nokia - WiFi router management software

Information request/deletion

If you are no longer a customer and would like to have your information deleted from our system, or would like a copy of information related to your account, contact the Privacy contact below. Requests may take several days to process. Some information may need to be retained for accounting purposes, such as invoices.

Privacy contact

If you have any questions about our privacy policy or how your information is used, contact our privacy officer:

Mackenzie Hauck
mackenzie@shadowinternet.ca
780-753-0234