Open Internet Policy

INFORMATION ON THE OPEN INTERNET

Below are listed the practices followed by Inalan regarding the Open Internet in accordance with the provisions of Regulation (EU) 2015/2120  and the National Regulation on the Open Internet (ΑΠ ΕΕΤΤ 876/7Β). Specifically:

A. Traffic management practices

The Company does not apply traffic management measures, beyond reasonable measures, only and for as long as deemed necessary, in order to:

 a) comply with the  current legal and regulatory framework, the decisions of the courts and the competent public authorities. Indicatively, in this context, it prohibits access to gambling websites that are on the list of unlicensed gambling providers (black list) of the Gaming Control and Supervision Committee (GCC), as well as to websites whose content infringes intellectual property rights and/or other related rights in accordance with the decisions of the Committee for the Notification of Online Infringement of Intellectual Property and Related Rights (CRIC). (Law 4002/2011 and Law 2121/1993 respectively)

b) to ensure the integrity and security of the network

c) to avoid imminent congestion and limit extreme or temporary congestion, provided that no discrimination is made between similar categories of traffic, no commercial criteria are applied and no specific service, content or application is monitored.

A.1 Use of IP address sharing technologies

The service may be provided, in certain cases, through IP address sharing technologies (indicatively CGNAT), for the purposes of managing the available IPv4 resources.

The use of these technologies does not affect the quality characteristics of the Internet access service, but may limit functions that require incoming connections or hosting of services by the end user.

The possibility of assigning a static IP address is provided for a fee upon request. 

B. Data volume, speed and other quality parameters limitations

Data volume is unlimited in the Company's Business and Basic packages, except for the Basic1000 home packages, where a 10% monthly usage policy applies, i.e. up to 31 TB per month.

In case the above-mentioned limit is exceeded, it is presumed that the use is not personal, is carried out for commercial purposes  and constitutes network overload in accordance with the provisions of article 5.10 of the Inalan General Terms of the Contract for the Provision of Electronic Communications Services. Therefore, the Company, after being given the alternative of switching to a corporate (business) plan, has the right to unilaterally terminate article 6 with  5 days' prior relevant  notification of the Customer.

Furthermore, below  is an indicative correspondence of the 31 TB data volume with hours of use of popular applications, from which it can be understood that exceeding the above limit is not possible if used for domestic purposes.

	Indicative usage equivalent of 31 TB of data volume
		HOURS OF DAILY USE
TYPE OF USE		1 ​​device	10 devices in simultaneous use	80 devices in simultaneous use
	Watch high-definition (HD) movies	333.33	33.33	4.166
	Watch standard-definition (SD) movies	1,500	150	18.75
	Listening to music via application	3,200	320	40

C. Restrictions on the use of terminal equipment

The terms of use of terminal equipment and any restrictions are set out in detail in article 7 of the General Terms Inalan Electronic Communications Service Provision Agreement.

D. Specialized services

A specialized service  (specialized service) according to  article 3(5) of Regulation (EU) 2015/2120 is considered  a service, if it has the following characteristics:

– It does not constitute an Internet access service or a substitute for it,

– is optimized for a specific content, application or service, or a combination thereof, and

– this optimization is objectively necessary to satisfy the need for a specific level of service quality

The Company does not provide specialized services. However, it reserves the right to offer such services in the future after prior notification to subscribers regarding the minimum objective quality or capacity requirements, the guaranteed quality values ​​(e.g. guaranteed speed), if any, the manner in which the upgraded quality of service is ensured (e.g. traffic prioritization, capacity reservation), as well as the expected impact of the provision of the said service on the connection quality, so that the subscriber can draw conclusions about the general quality of the Internet connection when the specialized service is provided at the same time.

E. Internet connection speeds and data volume correspondence of available programs using popular applications

I.Definitions:

1. Advertised speed: Advertised speed is defined as the speed used by a provider in advertising and product sales promotion activities.
2. Nominal speed: Speed ​​derived from the technical specifications of the connection technology. It usually represents the maximum theoretical speed that can be achieved based on the connection technology.
3. Realistically expected or actual speeds: General term that includes the terms minimum, maximum and usually available speed in fixed networks, and the term maximum speed in mobile networks, as specified in internet access contracts in accordance with Article 4 (1) (d) of Regulation (EU) 2015/2120.

Below is a table for the use of popular applications (watching standard/high definition video streaming (SD/HD video streaming), or listening to music) to which the volume of data corresponds to the available speeds of the electronic communications service plans  Inalan.

	100 mbps Download / Upload	200 mbps Download /Upload	300 mbps Download /  Upload	500 mbps Download /  Upload	1 Gbps Download / Upload
Number  people in simultaneous use	20	40	60	100	200
Download 4.5 GB/ required time in minutes	7	3.4	2.3	1.3	40 seconds
Upload file 250MB/ required time in seconds	20	12	8	5	2

 ΙΙ. All of the Company's financial plans provide an internet connection via FTTH (Fiber To The Home) technology and symmetrical upstream and downstream flows, therefore the advertised speed is identical to the nominal speed of the plan.

However, if, after checking, negative deviations of more than 10% are detected, the procedure referred to in paragraph F of this article is followed.

F. Compensation to subscribers and procedure for submitting and checking complaints

1. The Customer may submit a complaint regarding the quality of services to all of the Company's customer service channels and this is then forwarded for examination to the Technical Department, which takes charge of the case, informs the subscriber about the progress of the restoration, the time the problem was repaired, or possibly the inability to improve the service. Within 10 days of the correction of the deviations, the Customer has the right to request new measurements to verify the final resolution of the issue, otherwise the Customer retains the rights to redress/compensation. In the event that the 10-day period for exercising this right has elapsed, any subsequent objections from the Customer's side are considered a new complaint/complaint. During the examination of the complaint for deviation in  speeds, the Customer does not have the right to submit a new complaint for the same connection and for the same reason.

1. In the context of investigating a complaint to determine discrepancies, measurements must be carried out in an environment as isolated as possible so that they are not affected or altered by factors such as traffic from other applications running in parallel with the measurement application, or limitations arising from a Wi-Fi Internet connection. Furthermore, they must be made through equipment connected to the network termination point on its side or directly to the end user's router, or through measurement software integrated into the router. Under no circumstances will the above software jeopardize the security, integrity or privacy of the subscriber's network and the relevant control that will be carried out will concern the collection of measurement results and will be carried out exclusively for the confirmation and resolution of a complaint or complaint by the subscriber.

1. It is noted that as the Company provides connection services exclusively through FTTH technology, a right to redress is established if there is a continuous or repeated negative deviation of 10% from the minimum speed value indicated in the service application. A continuous or repeated deviation is considered when it occurs in two of at least 3 measurement samples, which 3 samples are taken on different days, consecutive to each other.
2. If during the inspection a continuous or repeated deviation is found that is not due to the above force majeure, the Company, in accordance with the National Open Internet Regulation, informs the subscriber of the right to compensation/repairs and in the event of a significant deviation, of the right to terminate the contract without penalty if the issue has not been remedied within 20 days of submitting the complaint/complaint within thirty (30) days of the lapse of the above 20-day period. The above 20-day period applies only to the subscriber's right to terminate the contract without penalty in the event of a significant continuous or  repeated deviation while the other compensations/remedies refer to the time of submission of the complaint/report. In the above period of 30 days, any delays due to the Subscriber, such as cancellation of a technician's visit due to his/her fault, are not counted.
3. As compensation/remediation, the Company may propose to the Customer, at its discretion, a discount on the bill, a refund of part or all of the fixed amount, a change of financial plan to a supported (lower) speed without financial burden for the possible downgrade of the plan, or a combination of these.