Introduction
This Service Agreement describes the customer relationship that may apply when EPSILON internet service is requested, reviewed, approved, installed, or activated. It is intended to summarize the service journey in a professional and practical way while leaving final service-specific details to be confirmed directly with EPSILON where applicable.
This page does not create a guaranteed service outcome, guaranteed speed, fixed installation date, billing cycle, cancellation process, equipment ownership rule, or service-level commitment. The current website presents information, plans, support guidance, and preliminary enquiry tools. Any final customer terms should be confirmed before service activation.
Becoming a Customer
A person or organization may begin by reviewing EPSILON plans, checking whether service may be available, or contacting EPSILON for guidance. Submitting a coverage request or enquiry is a preliminary step. It does not by itself create a customer relationship, reserve a plan, confirm pricing, approve installation, or activate service.
A customer relationship may proceed only after relevant service details are reviewed. Those details may include the requested location, available plans, technical feasibility, installation conditions, account information, and any applicable requirements that need to be confirmed before activation.
Service Availability
EPSILON service availability may depend on coverage, network presence, technical feasibility, installation conditions, network capacity, property access, property type, and the service plan requested. Not every speed or plan may be available at every location.
Coverage information and coverage forms should be treated as preliminary review tools. A location may require additional review, verification, or site-specific assessment before service options can be discussed or confirmed. If service is not currently confirmed, updated location details may be submitted later or discussed through the contact route.
Service Plans and Charges
EPSILON presents residential, professional, business, and enterprise service options. Website plan information includes plan names, starting monthly price references, speeds, usage fit, and common features. These plan details may help customers compare options before checking service availability or contacting EPSILON.
Displayed prices and plan details are current website references. Final charges, installation-related costs, taxes, equipment details, payment details, and service terms should be confirmed directly with EPSILON before activation. This Agreement does not define payment due dates, invoice timing, late fees, deposits, refunds, or payment methods.
Installation and Customer Premises
If a service request can move forward, the process may include review, verification, scheduling, installation, setup, and activation steps. Installation-related review may consider property access, internal cabling needs, router placement, equipment placement, installation routes, and site conditions.
Practical requirements should be confirmed before work begins. This may include appointment options, access permissions, property conditions, equipment placement, and any activation requirements. This Agreement does not define engineer response times, installation charges, equipment ownership, warranties, replacement policies, or relocation procedures.
Customer Responsibilities
Customers should provide accurate information when requesting service, reviewing coverage, discussing installation, or asking for support. Accurate location, contact, property, and service details help EPSILON understand whether service may be possible and which plan may fit the requested use.
- provide location and contact details needed for service review;
- confirm property access requirements before installation work begins;
- review router placement, connected devices, and Wi-Fi conditions when troubleshooting;
- choose a plan that fits household, professional, business, or enterprise needs; and
- contact EPSILON when account, support, plan, or service questions arise.
Support and Service Questions
EPSILON support guidance covers connection behavior, Wi-Fi issues, router setup, device troubleshooting, billing questions, account topics, plan guidance, coverage questions, and service-related enquiries. Customers may be asked to share issue details, affected devices, router status, timing, and relevant service information so the matter can be reviewed.
Support information on the website is practical guidance and does not create guaranteed response times, outage commitments, business continuity promises, compensation rules, or service-level agreements.
Plan Changes
Customers may request plan guidance or ask about changing plans. Plan changes may depend on service availability, the options supported at the location, account status, network capacity, and the customer's usage needs. Higher-speed service may not be available in every area.
Business and enterprise requirements may involve more users, devices, applications, and operational needs. Those requirements may need a more detailed service discussion before a suitable option can be identified.
Relationship to Other Policies
This Agreement focuses on the customer service relationship. It does not explain how personal information is handled; that is covered by the Privacy Policy. It does not govern general use of the EPSILON website, informational pages, or preliminary enquiry tools; those matters are covered by the Terms of Service.
Responsible network use, prohibited network activity, and principles for protecting network integrity are addressed in the Fair Usage Policy.
Updates to This Agreement
EPSILON may update this Agreement as service information, operational processes, plan details, support options, or customer terms evolve. The updated version will be posted on this page and should be reviewed with the related legal pages when service information changes.
Contact
For questions about this Service Agreement, please use the EPSILON contact page and include enough detail for the team to understand your request.