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Network Management Policy

Valley Smart Homes Network Management Policy
Effective Date: 03/01/2025
Last Updated: 03/01/2025
Contact: Email: sales@valleysmarthomes.com or Phone: (509) 557-0508

1. Network Management Responsibility

Valley Smart Homes provides broadband services using the wholesale networks of NoaNet in Chelan County and Douglas County Community Network (DCCN) in Douglas County. The fiber infrastructure to the home is owned and maintained by the Public Utility District (PUD) in each county.

Valley Smart Homes does not manage or control network operations, including traffic shaping, congestion management, or data prioritization. However, we provide support for customer routers and in-home cabling.

2. Customer Support & Issue Resolution

  • Customers should contact Valley Smart Homes for any service-related issues.

  • Our team will troubleshoot in-home equipment (e.g., routers, cabling).

  • If the issue extends beyond the home network, we will coordinate with the appropriate broadband provider (NoaNet or DCCN) on the customer’s behalf.

  • Customers should not contact NoaNet, DCCN, or the PUD directly—Valley Smart Homes will handle provider communication.

3. Congestion Management

  • Valley Smart Homes does not impose any congestion management practices.

  • Any network congestion policies are determined by:

    • NoaNet (Chelan County)

    • DCCN (Douglas County)

    • The respective county PUDs, which maintain the fiber infrastructure.

  • If a customer experiences slow speeds, our team will first assess in-home network conditions (for free) before escalating the issue to the broadband provider.

4. Application-Specific Practices

  • Valley Smart Homes does not block, throttle, or prioritize any internet traffic.

  • Any application-specific network management (e.g., video streaming, gaming, VoIP) is managed by NoaNet, DCCN, or the respective PUD.

5. Security & Device Restrictions

  • Valley Smart Homes provides router and network setup services, but we do not impose security restrictions at the infrastructure level.

  • Customers are encouraged to use strong passwords, firewalls, and security best practices for their home network.

  • NoaNet and DCCN may implement network-level security measures, such as DDoS mitigation and traffic filtering, to protect overall network integrity.

6. More Information

For network-related inquiries beyond home networking issues, Valley Smart Homes will work directly with the appropriate provider. Since NoaNet and DCCN do not have publicly available policies, customers should contact Valley Smart Homes for assistance, and we will escalate issues as needed.

For home network setup, cabling, or router troubleshooting, contact Valley Smart Homes Support at Phone: (509) 557-0508 or Email: sales@valleysmarthomes.com

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