Information we collect through this website
We collect the information you give us through this website. When you check availability, that is the address you entered and whether it is for a home or a business. When you send a form, it is what you entered in it: typically your name, how to reach you, the property or service address, and the details of your request.
We use this information to respond to your inquiry, to assess whether service is available at an address, to understand where people want service so we can plan our network, to provide support, and to operate and protect this website. We do not sell it, and we do not give it to anyone for their own marketing.
Checking availability saves the address you entered, even if you do not go on to send a form. That record holds no name and no contact details. A check does not by itself confirm service: a person confirms availability after you send a request. We keep availability checks for two years and then delete them.
Address fields may suggest addresses as you type. The suggestions come from Google Maps Platform, a third-party provider, and the text you type in the address field is sent to Google to produce them. That feature is subject to the Google Maps/Google Earth Additional Terms of Service (https://maps.google.com/help/terms_maps/) and the Google Privacy Policy (https://policies.google.com/privacy). Suggestions are optional. You can always type your address yourself, and a suggested address does not mean service is available there.
We use Google Analytics to count visits: which pages are viewed, how visitors found the site, whether a browser has been here before, and general device and region information. Google sets cookies for this (named _ga and _ga_ followed by an identifier). We send Google Analytics the page's path only, never anything you type into a form, and we do not use it for advertising. Your browser's tracking protection, or Google's opt-out add-on (https://tools.google.com/dlpage/gaoptout), stops it. The site carries no advertising tracker and no social media pixel.
To save you retyping, the address you checked and any bulk-estimate scenario you built are held in your browser until you close the tab.
When you send us a request
When you send a form, we store it and email it to our team so that a person can reply. If that email fails, your request is still stored, and the confirmation page tells you how to reach us.
Companies that host this website and its database, and that deliver our email, process this information on our behalf so that we can provide these services.
Marketing consent is a separate, unticked box. Leaving it alone does not affect a reply about your request, and you can withdraw consent at any time by telling us.
To protect the forms from abuse, the site briefly records the internet address a submission came from, with a time and a count, to rate-limit submissions. It is held separately from your request and used for nothing else.
If you become a customer
A service record holds what is needed to provide and bill the service: who you are, the service address, the plan and equipment, installation and support history, invoices and payments.
We keep records while you are a customer and afterwards for as long as we need them to answer questions about the service, to meet tax, accounting and regulatory obligations, and to deal with any dispute. When a record is no longer needed for any of those, it is deleted or anonymised. We do not state a single fixed retention period here, because the applicable periods differ by record type.
Security services
A security service involves more parties than internet service, and they process different information. Lucky Fiber designs, installs, supports and bills. Alarm.com supplies the technology platform for selected connected services and processes device, event and — where you have selected it — video information through that platform. Monitoring, where you have selected and activated it, is provided through Southwest Dispatch, which receives alarm signals and your agreed contact and dispatch instructions.
Their roles, and their own privacy notices, are provided during onboarding. We do not describe their internal practices here, because their contracts are theirs and we will not characterise them from the outside.
For communities: a property manager administers common-area systems only. Resident alarm codes, private cameras and personal accounts are not visible to them by default and are not included in common-area administration.
Calls and messages
Where a call is recorded, you are told at the start of that call. We make no general claim here that calls are never recorded, because whether recording is in use depends on the system in place at the time — you will be told when it is.
Your choices, and how to reach us
Ask us for a copy of what we hold about you, ask us to correct it, ask us to delete it where we are not required to keep it, or withdraw marketing consent. Email noc@luckyfiber.com or call 844.860.1234, or write to Lucky Fiber LLC, 539 W Commerce St, Ste 421, Dallas TX 75208.
We answer these requests, and we will tell you if a legal obligation means we have to keep something you have asked us to delete. If you are not satisfied with our answer, say so and we will look at it again.
Changes to this notice
If what we do changes, this notice changes with it and carries a new effective date. Where a change materially affects how we handle information about existing customers, we tell them rather than relying on the page being updated.