4. Types of broadband service
This document divides broadband services into four categories, as follows:
Unrestricted, uncapped Internet access: No cap. Acceptable use policy may only restrict illegal activity, not usage behaviour. May be linked to a specific access speed.
Uncapped Internet access: No cap. Acceptable use policy can place limitations on user behaviour and define “abuse” criteria which can result in service restrictions. May be linked to a specific access speed.
Soft capped Internet access: Service is provided on a metered basis. After the customer exceeds a “soft cap”, they still have Internet access, but significant restrictions are applied, such as limited international access or vastly reduced access speeds
Hard capped Internet access: Service is provided on a metered basis (limited traffic volume, or limited amount of time online). After the customer exceeds this cap, no access to the Internet is provided until the customer purchases additional services.
These four types of service are defined in more detail below. Please note that ISPA recognises that other types of services may be offered and that ISPA members are in no manner required to divide up their services in this manner.
ISPA wishes to emphasise that the above characterisation is intended as a guide to understanding broad categories of service and it
is not a requirement for ISPA members to use these categories
does not mean that the use of terms set out in this section in marketing material should be interpreted in accordance with this section.
4.1. Unrestricted, uncapped Internet access
Characteristics of an “unrestricted, uncapped” Internet access service are as follows:
There is no limit place on the total volume of traffic the customers uploads or downloads.
The service may still be linked to a specific speed (e.g. a 512 kbps unrestricted, uncapped service, or a 4 Mbps download/1 Mbps upload unrestricted, uncapped service).
The Acceptable Use Policy for unrestricted services may not place any restrictions on the customer’s usage behaviour, but may still place restrictions on illegal or unlawful use of the service (the ISP has no discretion in this regard).
Traffic-shaping may be implemented on an unrestricted, uncapped service. The general shaping policy to be applied to the service should be clearly disclosed.
4.2. Uncapped Internet access
Characteristics of an “uncapped” Internet access service are as follows:
There is no limit placed on the total volume of traffic the customers uploads or downloads.
The service may still be linked to a specific speed (e.g. a 512 kbps, uncapped service, or a 4 Mbps download/1 Mbps upload uncapped service).
The Acceptable Use Policy for uncapped services may place additional restrictions on the customer’s usage behaviour beyond illegal or unlawful usage. Customers not adhering to the AUP may have their services limited or soft capped. Details of usage restrictions and the consequences of breaching these restrictions must be clearly set-out in the AUP.
Traffic-shaping may be implemented on an uncapped service. The general shaping policy to be applied to the service should be clearly disclosed.
4.3. Capped Internet access: Soft cap
Characteristics of a soft capped Internet access service are as follows:
The access service is provided on a metered basis. Usually this means that the customer purchases a limited volume of traffic (typically per month) but it could also mean that the customer has purchased access for a limited amount of time.
After the customer exceeds this limit — referred to as the “soft cap” — their Internet access service has certain restrictions applied to it. Restrictions might include limited international access/only local access, or vastly reduced speeds. The up-front description of the service provided to the customer should specify what limitations will apply to the service once the soft cap is reached.
In most cases the “soft cap” resets at the end of the metering period, for example at the end of each calendar month.
Traffic-shaping may be implemented on a soft-capped service. The general shaping policy to be applied to the service should be clearly disclosed.
4.4. Capped Internet access: Hard cap
Characteristics of an Internet access service which only has a hard cap are as follows:
The access service is provided on a metered basis. Usually this means that the customer purchases a limited volume of traffic (typically per month) but it could also mean that the customer has purchased access for a limited amount of time.
After the customer exceeds this limit — referred to as the “hard cap” — their Internet access service is terminated. To regain access, the customer must purchase additional services from the ISP. Note that some providers may allow access to a limited number of sites after the hard cap has been reached.
Traffic-shaping may be implemented on a capped service. The details of the services and/or protocols which are prioritised or limited must be clearly disclosed up front.
4.5. Mixed services
Some ISPs offer services which are a mixture of the above four. For example, an ISP might provide a service which is “uncapped” during the day but becomes “unrestricted, uncapped” at night. In these cases, ISPs should clearly specify the time period that each type of service applies.
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