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YOUR PRIVACY RIGHTS AS A COX BUSINESS CUSTOMER AND RELATED INFORMATION

Notice to Cox Business Customers

Updated: January 1, 2021

In keeping with our commitment to be the most trusted provider of communications and entertainment services ("Subscription Services"), we are letting you know how we will collect, use, and share your Personally Identifiable Information (defined below) in connection with Subscription Services. We summarized each section of this Notice below to make it quicker and easier for you to understand what the full policy details; however the complete policy, and not the headings or summaries govern, and we encourage you to read those too.  This policy should be read in conjunction with the Cox Business General Terms and Conditions.

 

  • Information We Collect and Use
    We may collect Subscription Services Personally Identifiable Information (e.g., subscriber name, service and mailing address, etc.), as well as other information (e.g., information about services, general location, demographics, etc.) and use it to provide you services and as otherwise explained at Information We Collect and Use below.
  • Sharing
    We may share Subscription Services Personally Identifiable Information (or give others access to it), for a variety of purposes, as detailed in this Notice. These include, without limitation
    • to operate, improve and market our Subscription Services, and related business purposes as permitted or required by applicable law or legal process;
    • to tailor advertising to make it more relevant to your business and to improve its effectiveness;
    • in connection with corporate transactions (e.g., merger or sale);
    • in cooperation with law enforcement and legal requests (More at Law Enforcement and Legal Requests below); and
    • in connection with your use of third-party services (More at Third-Party Services below).

More at Sharing below, including regarding how to opt-out, where available.

  • Law Enforcement and Legal Requests
    We receive legal requests for Subscription Services Personally Identifiable Information from government and law enforcement personnel. More at Law Enforcement and Legal Requests below.

  • Third-Party Services
    Our Subscription Services may include or link to Third-Party Services. When you use Third-Party Services, Cox merely facilitates your access to those services, and you are subject to the data collection and use practices and privacy policies of the Third-Party Services. Cox is not responsible for their data practices so you are encouraged to familiarize yourself with and consult their privacy policies and terms of use. More at Third-Party Services below.

  • Security
    Maintaining the security of your personal computer is an important way to protect your privacy and to help us protect our network and customers. If you suspect that someone may have made unauthorized changes to your account, contact Customer Care at the telephone number on your bill. More at Security below.

  • Children's Privacy
    Our Subscription Services are intended for use by a general audience and account holders must be of the age of majority or emancipated minors. Cox’s policies and practices regarding children’s personal information, children’s and minors’ privacy rights, and notice to parents of these rights, are explained at Children’s Privacy below.

  • Other Terms and Changes in Policy
    Other terms and conditions affect our service offerings. Changes in our service offerings or the law may cause us to make changes to this and other policies from time to time. More at Other Terms and Changes in Policy below.

  • Our Network Practices
    For more information about our network management practices, please read our Internet Services Disclosures at https://www.cox.com/aboutus/policies/internet-service-disclosures.html.

  • Customer Proprietary Network Information
    If you subscribe to Cox telephone service or any other Cox service classified as a "telecommunications service," we have a duty, under federal law, to protect the confidentiality of certain service data. More at Customer Proprietary Network Information below.

  • Cable Television Act Protection of Subscriber Privacy
    See Cable Television Act Protection of Subscriber Privacy below for a summary of your privacy rights under federal law relating to our television services.

Click on the links above to go to the full section to learn more or just keep scrolling. In addition, if you have any questions about this Notice, or the data practices associated with our Subscription Services, please contact Cox at privacy@cox.com.  

This Notice is limited to Personally Identifiable Information collected in connection with our Subscription Services. Other policies and notices may apply to other data collected outside of our Subscription Services. For example, see our Online Privacy Policy for our data practices related to websites and mobile apps that are not part of the Subscription Services.  California residents have additional privacy rights that apply to our Subscription Services explained in our California Consumer Privacy Notice.

 

Information We Collect and Use


Generally, we collect and use your Personally Identifiable Information to provide you services and as otherwise related to the operation of our business, as detailed below.


Your Personally Identifiable Information


In providing our Subscription Services, we sometimes collect personally identifiable information, such as subscriber name, service and mailing addresses, telephone numbers, social security number, driver's license number, email address, billing and payment records (including credit card and bank account numbers used to pay for our services), subscriber credit information, or other information that potentially could be used to identify, contact, or locate you ("Personally Identifiable Information"). We may also collect demographic and usage information about you and other subscribers such as information about premium services, general location, demographics, the services you have chosen to receive, information about equipment and devices connected to our cable system and network, complaint information, including customer correspondence and communications records, and information regarding maintenance, repairs, services, equipment, software, usage, settings and preferences to aid in customer support and in recommendations for you. We may combine Personally Identifiable Information with demographic and other information for purposes consistent with this Notice. To the extent such other information is directly linked to Personally Identifiable Information, it will be considered Personally Identifiable Information. We and third parties may create aggregate and/or deidentified information (i.e., information from which personally identifiable elements have been removed or modified), which is not considered Personally Identifiable Information in this Notice.


Cox TV Services


We may use various technologies, including the cable set-top box, our websites, and our apps (defined below), to collect information about your Subscription Services video selections and activities, such as information about the TV shows and channels watched (“TV Viewing Information”). We collect TV Viewing Information and other Personally Identifiable Information to help us provide our services to you and to provide us with a better understanding of how different networks, channels and shows are performing. We treat TV Viewing Information as required by applicable law.
We may combine TV Viewing Information and additional Personally Identifiable Information with demographic and other information for purposes consistent with this Notice. To the extent TV Viewing Information or other information is directly linked to Personally Identifiable Information, it will be treated as Personally Identifiable Information under this Notice. Also, we may share this information as set forth in the "Sharing" section below.


For more information on television privacy, see the "Cable Television Act Protection of Subscriber Privacy" section below.


Internet Services


Like most Internet service providers, we automatically collect and store Internet Protocol (IP) addresses (an identifier given to your connection while online), the volume of and types of data transmitted and received through your service, device types used, Internet connection performance, modem, gateway, and other device MAC addresses, and connection dates and times. We may also collect and store other usage statistics, such as the volume of data transmitted by certain protocols, devices, and services, to help us understand how our network is used, to give you insight into your Internet usage, and to improve the Subscription Services we offer. We monitor our network and collect telemetry and other data to measure the quality of our Internet service, and to help us troubleshoot and diagnose service issues you are experiencing. We also monitor our network for security, malware, and fraud prevention purposes. If you are accessing the Internet away from your business through a Wi-Fi connection provided by Cox or its partners, we may also collect the device MAC ID, device type, location of the access point, duration, and session information.

Telephone Services

In providing telephone services, we collect usage information, including calls made and received and their duration. We treat this information as private as required by applicable law. We monitor and record calls with Cox customer care agents for quality, training, and analytics purposes.

Security and Colocation Services

Security and colocation services offered by Cox are subject to the separate terms and conditions for security and colocation services.  

Customer Proprietary Network Information

For more information on how we treat customer proprietary network information, see the “Customer Proprietary Network Information” section below.

Communicating with You

We may communicate with you online, including in browser notifications, concerning maintenance, security, and fraud prevention issues, as well as information from Cox that you may be interested in. If you prefer, you may opt-out of marketing emails to a specific address by notifying us in response to the email you receive, through the "unsubscribe" link found at the bottom of the email. We may send communications through text messages to the extent you have opted in or as permitted by law.

 

Sharing


Personally Identifiable Information

We may share Subscription Services Personally Identifiable Information to operate and improve our Subscription Services, and related business purposes as permitted or required by applicable law or legal process, including, for example, for the following activities: sales, installation, training, operations, administration, advertising, marketing, support, development of new products and services, data analytics, network management, fraud prevention, identity verification, maintenance, customer care, communications with you, billing, and collection.

Telephone Services

We do not share the telephone usage information we collect, such as records of calls made and received and their duration, unless required by law or legal process.

Our telephone customers can designate their listings as non-published for print or electronic directories or for directory assistance services. We do not publish these directories and are not responsible for their content or accuracy. Because of the complexity of this process and the involvement of others, errors sometimes occur. Our telephone services are subject to tariff or contractual terms that limit our liability in the event of listing errors.

For more information on telephone privacy, see the “Security” section and the "Customer Proprietary Network Information" section below.

Internet Services and Email

We may share network traffic data, including IP addresses, with trusted third parties who work to protect ISPs and the Internet from botnets and other threats.

We don’t share the contents of your online communications, including emails, unless required by law or legal process. We may retain and provide such communications to others if we are legally required or compelled to do so. For the email accounts that are provided by us, we scan incoming and outgoing email traffic electronically to identify and filter out likely spam and for security and fraud prevention purposes.  

Special Exceptions

We reserve the right to disclose Personally Identifiable Information if we have a good faith belief it is necessary to: (1) comply with the law or legal process; (2) protect our network, rights, or property or those of others; (3) respond to fraud, abuse or unauthorized reception or access; (4) enforce our Policies posted on cox.com; or (5) act in an emergency to protect your safety or that of another person. See also the "Law Enforcement and Legal Requests" section below. We may also disclose Personally Identifiable Information as follows: with your consent, as explained at the time of collection, or as otherwise not prohibited by applicable law and not inconsistent with this Notice or any notice given by us at the time of collection. Further, we may disclose and/or transfer Personally Identifiable Information in connection with or during negotiations of any proposed or actual financing of our business, or merger, purchase, sale, joint venture, or any other type of acquisition or business combination of all or any portion of Cox assets, or transfer of all or a portion of Cox’s business to another company, whether as a going concern or as part of bankruptcy, liquidation, or similar proceeding ("Corporate Transactions").

We may also provide your Subscription Services Personally Identifiable Information to you or your authorized users or agents upon request, however, we take reasonable precautions to identify you, or persons you have authorized, when we are contacted about your Cox account before doing so.

Vendors

We use vendors in providing Subscription Services to you and may share Personally Identifiable Information with them for these purposes. For instance, we may use vendors to send you transactional, informational, marketing, or relationship messages related to your Subscription Services via email. We require these vendors to maintain reasonable security of Personally Identifiable Information they process for us.

 

Law Enforcement and Legal Requests

Information We Must Disclose

We routinely receive legal requests for customer information from government and law enforcement personnel. We also receive discovery requests in civil cases. We cooperate by providing the information required by law or as compelled by legal process. Cox does not volunteer Subscription Services Personally Identifiable Information, including  access to customer communications, to law enforcement or others, except in the "Special Exceptions" detailed in the “Sharing” section above, or as otherwise disclosed in the Notice or at the point of collection (e.g., to our vendors in connection with their provision of services to us). Many criminal subpoenas require that we not disclose or notify you of the request. Due to this fact and the volume of requests we receive, we do not assume any duty to notify you of receipt of any legal requests.  The following applies to certain types of your Subscription Services Personally Identifiable Information that may be the subject of law enforcement or legal request:

Internet Information

We sometimes receive subpoenas for your identity in connection with use of your Internet service for apparent copyright infringement or other civil matters. Files shared over "peer-to-peer" services often include your IP address, and if we receive a subpoena, we will provide the Personally Identifiable Information associated with that IP address. Law enforcement can also obtain your Subscription Services Personally Identifiable Information, including details about your Internet use and the content of communications, from us through a warrant or similar authority.

Telephone Information

Law enforcement must obtain a warrant or other similar authority to use a telephone wiretap or a device to capture dialing information. Law enforcement, and others, can also subpoena or otherwise compel us through legal process to provide your Personally Identifiable Information, including your telephone account and call record information.

TV Programming Selections

Television programming selections linked to your Personally Identifiable Information may generally be obtained from us by third parties only under court order and after notice is sent to you and you are given the opportunity to object in court. For more information on cable television privacy, see the "Cable Television Act Protection of Subscriber Privacy" section below.

Child Pornography

We work closely with the National Center for Missing and Exploited Children and other groups to eliminate child pornography on the Internet. The law requires us to report any evidence of apparent child pornography and we may share your Personally Identifiable Information in connection therewith.

 

Third-Party Services


Our Subscription Services may include or link to third-party websites, apps, ads, locations, platforms, code (e.g., plug-ins, application programming interfaces ("API"), and software development kits ("SDKs")), or other services ("Third-Party Service(s)"). These Third-Party Services may use their own cookies, web beacons, and other tracking technology to independently collect information about you and may solicit Personally Identifiable Information and other data from you.

Third-Party Services include third-party content provider apps and links that enable you to access Third-Party Services via our Subscription Services ("Content Services"). When you access those Third-Party Services in this manner, you are interacting directly with the Third-Party Service even if you have not closed out of our Subscription Services. Examples include when you access any of the following content providers’ services while on our Subscription Services: Netflix, Pandora, Amazon Prime Video, and other third-party apps providing content. In addition, when accessing content networks directly via our Subscription Services, the content network programmers ("Third-Party Networks") may use SDKs and other technologies to directly collect information from and about you, in which case they are acting as Third-Party Services providers. Third-Party Services may also include third-party audience measurement services. We do not consider these third-party data collections to be a sale or disclosure by us.
In addition, certain functionalities of our Subscription Services permit interactions that you initiate between our Subscription Services and certain Third-Party Services, such as third-party social networks ("Social Features"). Examples of Social Features include: "liking" or "sharing" Cox’s content; logging in to our Subscription Services using your Third-Party Service account (e.g., using Facebook Connect to sign-in to our service); and to otherwise connect our Subscription Services to a Third-Party Service (e.g., to pull or push information to or from the service). If you use Social Features, and potentially other Third-Party Services, information you post or provide access to may be publicly displayed on our Subscription Services or by the Third-Party Service that you use. Also, both Cox and the third-party may have access to certain information about you and your use of our Subscription Services and any Third-Party Service.

When you use Third-Party Services, including Social Features, Content Services and Third-Party Networks, Cox is merely facilitating your access to those services, and you are subject to the data collection and use practices and privacy policies of the Third-Party Services and Cox is not responsible for their data practices. Cox encourages you to familiarize yourself with and consult their privacy policies and terms of use.

 

Security

Taking Proper Precautions Online

Maintaining the security of your personal computer is an important way to protect your privacy and to help us protect our network and customers. Following our policies posted on www.cox.com and maintaining your antivirus software, firewall, wireless network security, and your operating system can help prevent harm and potential theft of data. If you grant access to your account portal to employees, contractors or third parties you should keep access current and terminate access for any persons for whom access is no longer needed. You should regularly back up your computer to preserve your files, including messages you want to keep, and change your login password regularly. Always be sure you know with whom you are dealing before clicking on an Internet link or giving personal information. When communications enter the Internet, it is possible for outside parties to access them. Since we cannot control websites or services operated by third parties, you should review their terms of service and privacy policies before use. We may take protective action related to your Internet service or contact you to help with security issues we identify, such as malware infections. Unsecured Wi-Fi networks can allow unauthorized persons to use your Internet service for illegal activity which can be attributed to your account. We monitor our network and scan incoming and outgoing cox.com email messages to filter out likely spam, harmful messages, viruses, malware, spyware, and related threats that could harm your equipment, the network, or others.

Spam

We try to block incoming and outgoing spam using a variety of methods. You can help by preventing unauthorized access to your computer and email account. You can forward unwanted spam to spamreport@cox.net and phishing scams to phishingreport@cox.net to help update our filters. We will never ask you to send sensitive personal information to us by unsecured email.

Telephone Services

Telephone customers must provide a government-issued photo ID or other appropriate identification before we can discuss your information. If you, or anyone authorized by you, make certain changes to your telephone account, Cox will send you notice to confirm that you made these changes. If you suspect that someone may have made unauthorized changes to your account, contact Customer Care at the telephone number on your bill. If we discover any unauthorized access to your telephone account, we will send you notice, in keeping with applicable law.

 

Children's Privacy

Our Subscription Services are intended for use by a general audience and account holders must be of the age of majority or emancipated minors. We do not intend to or knowingly collect personal information (as the term is defined by the Children’s Online Privacy Protection Act ("COPPA")) from children under the age of 13. If you believe your child may have provided us with their personal information, you can contact Cox at privacy@cox.com and we will delete their personal information to the extent required by COPPA. We treat information concerning Subscription Services provided for family use as that of the account holder. You can find more information about protecting children's privacy by clicking on "Take Charge" on cox.com or visiting https://www.ftc.gov.

 

Other Terms and Changes in Policy

Other terms and conditions affect our service offerings, including the online privacy policies for our websites and apps, service contracts, our Acceptable Use Policy for High Speed Internet service, tariffs, and the terms of use for our websites and apps. We intend this Notice to supplement these documents in connection with the Subscription Services. Changes in our service offerings or the law may cause us to make changes to this Notice and other policies from time to time. We will post any changes at cox.com, along with the effective date of the changes, so check the notices center of our website often.

 

Our Network Practices

For more information about our network management practices, please read our Internet Services Disclosures at https://www.cox.com/aboutus/policies/internet-service-disclosures.html.

 

Customer Proprietary Network Information

If you subscribe to Cox telephone service or any other Cox service classified as a "telecommunications service," federal law creates certain additional privacy protections and use restrictions with respect to a category of information known as "customer proprietary network information" or "CPNI." CPNI refers to the quantity, technical configuration, type, destination, location, and amount of your use of a telecommunications service that is made available to us solely by virtue of our relationship with you, as a customer. CPNI also includes information in your bills pertaining to your telephone service. CPNI does not include subscriber list information, such as your name, address and telephone number or other information that has been published in any directory format, or information that does not identify you personally. Examples of CPNI include information about your phone service found on your monthly telephone bill, the technical characteristics of your Subscription Services, the class of Subscription Services to which you subscribe, your current telephone charges, your long distance and local service billing records, directory assistance charges, usage data, and calling records.

You have a right, and we have a duty, under federal law, to protect the confidentiality of CPNI. Cox does not sell your CPNI, and your CPNI will not be disclosed to third parties outside of Cox and our affiliates, agents, joint venture partners, vendors, and independent contractors, except as required by law or detailed here.

We may use your telephone CPNI to offer you our communications-related products or services that may enhance products or services to which you already subscribe. Unless you tell us otherwise within thirty (30) days of your first receipt of this CPNI notice, we may also use your telephone CPNI to offer you communications-related products or services that are outside of the same category of Subscription Services to which you already subscribe. You can grant, restrict or withdraw the right for us to use your CPNI for these marketing purposes at any time at https://www.cox.com/privacyrequest. When you contact us, we may ask for your consent to use your CPNI in marketing our services to you at that time. This consent applies only for the duration of the call or Internet session. We will not use your CPNI for any other marketing purposes without your permission. Restricting our use of your CPNI will not affect your Subscription Services. If you previously contacted us to approve or deny our use of your CPNI, we will continue to honor your request and you do not need to contact us again.

 

Cable Television Act Protection of Subscriber Privacy

We consider the privacy of our subscribers to be very important, and we are committed to keeping nonpublic Personally Identifiable Information about our subscribers secure and confidential. Your privacy rights under federal law relating to our cable television services are summarized below:

  1. In the course of providing cable television service, as stated above in the "Information We Collect and Use" section, we collect and maintain certain Personally Identifiable Information regarding our subscribers for legitimate business activities related to the marketing and providing of services over our cable system and for financial, accounting, fraud prevention, tax and franchise purposes. We may combine the Personally Identifiable Information that we collect about you as part of our regular business records with information about you obtained from third parties for the purpose of creating an enhanced customer database to help us identify other services we or our affiliates provide that might interest you. We also may collect viewing information for any reason, including determining which programs are most popular, how many people watch the show, and which cable features are used most often.
  2. Except for your name and address, Personally Identifiable Information is confidential and therefore will not be disclosed to third parties unless it is necessary to render or conduct a legitimate business activity related to a cable service and other services provided to you, or to detect unauthorized reception of our services. We may be legally required to release your Personally Identifiable Information to the government or a third party due to a law, court order, subpoena, or other government order or legal process. We also may release your Personally Identifiable Information if we believe an emergency involving danger of death or serious physical injury or a credible threat to children or public safety requires disclosure. When allowed by law, we will notify you before releasing your Personally Identifiable Information to give you a chance, if you decide it is in your interest, to seek advice from an attorney. In some situations we are legally prohibited from providing you with any notification regarding the release of your personal information.
  3. The types of persons to whom your Personally Identifiable Information may be disclosed in the course of our cable business include employees, agents, affiliates, sales representatives, accountants, attorneys, billing and collection agencies, program suppliers, and auditors. The frequency of such disclosure will vary depending on our business needs. For example, billing information on past due accounts will be disclosed when collection action is commenced and other information on an as-needed basis. We also may disclose your name and address for purposes permitted by law. Additionally, authorized representatives of the franchising authority and FCC personnel may review service complaint logs maintained by the system which reflect complaints made by the subscribers regarding the quality of cable television reception. We will not disclose the extent of your viewing or other use of a cable service or other service we provide, nor the nature of any transaction you make over the cable system in a manner that can identify you personally. We follow industry-standard practices to prevent unauthorized access to Personally Identifiable Information; however, we cannot guarantee that these practices will prevent every unauthorized attempt to access, use or disclose Personally Identifiable Information.
  4. The information set forth above may be maintained by us for such time as its retention is necessary for the purpose for which it was collected or to satisfy other business, legal or tax requirements and there are no pending requests for access to such information from you or pursuant to a legal proceeding. For example, former subscribers’ names, addresses, telephone numbers, billing and payment records and subscription information are maintained for a minimum of three (3) years. Any subscriber may inspect their own Personally Identifiable Information during regular business hours at our local office upon at least three (3) days prior written request. Subscribers will be provided a reasonable opportunity to correct any error in such information. You may also check the accuracy of, and advise on errors with, certain of your Subscription Services Personally Identifiable Information by accessing your My Account at www.cox.com.  
  5. Federal law permits you to bring a civil action in federal court, in addition to any other lawful remedy available to you, for violations of your subscriber privacy rights.

 

 

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