| Our Commitment | What It Means |
|---|---|
| We don’t sell or share your data | We never sell your personal information or share it for targeted advertising. |
| CPNI Protection | Your call records and usage details have special federal protections. We use them only as the law allows. |
| Residential & Business | This Policy covers both residential and business customers. Callout boxes highlight where treatment differs. |
| You’re in control | You can review your info, correct it, opt out of marketing, and exercise applicable state privacy rights. |
| Security Safeguards | We use encryption, access controls, annual pen testing, and operational safeguards to protect your information. |
| Regulatory Compliance | As a CLEC, we may be required to respond to lawful intercept orders, subpoenas, and regulatory directives. |
This Privacy Policy (“Policy”) explains how Digital Network Access Communications, Inc. d/b/a DNA Communications (“DNA,” “we,” “us,” or “our”) collects, uses, shares, and protects information about the people and organizations we serve.
DNA is a Competitive Local Exchange Carrier (“CLEC”) providing wireline internet (ADSL, VDSL, and fiber), Voice over IP (VoIP) and hosted PBX, managed network equipment, SMB colocation at our Rochelle, Illinois facility, and wholesale and interconnection services. DNA serves both residential and business customers. This Policy applies to all of those customer relationships, with specific callouts where rules or practices differ between residential and business accounts.
If you have a Master Services Agreement (“MSA”) with DNA, that agreement’s confidentiality and data handling provisions apply alongside this Policy. Where those terms differ from or add to this Policy, your MSA controls.
If you are a residential subscriber, your service agreement and this Policy govern your relationship with us. The MSA and associated business schedules do not apply to residential service.
This Policy covers:
This Policy does not cover:
We collect information to provide services, manage your account, and operate our business responsibly. What we collect depends on the services you use and how you interact with us.
When you sign up for service or manage your account, we collect:
DNA requires every account to have at least one non-DNA email address and one non-DNA telephone number on file. This ensures we can reach you if your DNA service is interrupted.
Payment method details (credit card or ACH/bank account) may be collected by phone or in person during account setup and entered into our billing system by DNA staff or DNA’s authorized agents, or may be entered directly by you through the self-service customer portal. In either case, payment data is processed by sonarPay, DNA’s integrated payment processor. DNA does not permanently store or retain raw card numbers or bank account numbers after processing.
We also collect company name, authorized contacts, and account administrators designated by your organization.
As a federally regulated CLEC, we are required to handle Customer Proprietary Network Information (“CPNI”) with special care. CPNI is detailed information about your telecommunications services, including:
We use CPNI only as permitted by federal law — principally to provide and manage your services and, as permitted by FCC rules, to inform you of related services within your existing service category. You have rights regarding how your CPNI may be used. See Section 5 and Section 11 for details.
To deliver and maintain services, we collect:
As an internet service provider, DNA’s network infrastructure has basic operational visibility into the network traffic that passes through it. This is an inherent characteristic of how IP networks function, and DNA uses this visibility for standard network management purposes: routing, troubleshooting, capacity planning, abuse detection, fraud prevention, and compliance with lawful intercept obligations under federal law.
DNA does not engage in deep packet inspection of customer traffic content for commercial purposes, and does not use network traffic data to build customer profiles or deliver targeted advertising.
DNA has not implemented special technical measures either to enhance or to restrict this baseline network-level visibility. Customers who require privacy protections beyond what standard ISP infrastructure provides — such as encryption of their internet traffic — are responsible for implementing those measures themselves (for example, through use of a VPN or encrypted communication applications). DNA does not represent that its network provides any particular level of traffic privacy beyond what is inherent to the services described in your service agreement.
Customers subscribed to DNA’s Email Hosting Services are subject to an additional and distinct form of content inspection. DNA’s Mail Gateway performs automated antivirus and anti-spam scanning of all inbound and outbound email messages as part of delivering the Email Hosting Service. This inspection is active content analysis performed by software — it goes beyond basic network-level traffic visibility. It is performed for security and service-delivery purposes only. It does not involve human review of message content in the ordinary course of operations, is not used for profiling or advertising, and is not disclosed to third parties except as required for abuse mitigation or lawful process. Quarantined, rejected, or security-flagged messages may be retained and reviewed only as necessary for security, abuse mitigation, troubleshooting, or lawful process. By subscribing to Email Hosting Services, customers consent to this inspection as disclosed in the Email Domain Hosting Schedule.
Voice traffic traversing DNA’s UCaaS and Hosted PBX platform is subject to operational call monitoring through DNA’s voice platform monitoring systems. This monitoring captures call traffic for network management, service quality, troubleshooting, regulatory compliance, and fraud prevention purposes. It is operational in nature — it is not used to review call content for commercial purposes, profiling, or advertising. Customers using DNA’s UCaaS or Hosted PBX services are responsible for obtaining any required consents from their own end users consistent with applicable law, as specified in the applicable service schedule.
For customers who subscribe to voice services, DNA registers your service address with the public safety answering point (PSAP) system to enable Enhanced 911 (E911) emergency call routing. This means your telephone number is associated with your physical service address in the 911 system so that emergency responders can be dispatched to your location.
You are responsible for notifying DNA promptly if your service address changes. DNA cannot automatically detect or update address changes. If your registered address is incorrect or out of date, emergency calls may be routed to the wrong location. Contact DNA immediately if your service address changes.
If you move or change your service location, please contact DNA before or immediately after the move so we can update your E911 address record. Do not assume your 911 address updates automatically.
If you use DNA’s SMB colocation service at our Rochelle, Illinois facility, all visits to the colocation space require a DNA escort. DNA maintains records of physical access to the facility, including the date, time, and identity of individuals who visited your colocation space. DNA does not monitor the traffic, data, or activity of equipment housed in the colocation facility — your equipment and its content remain your responsibility.
DNA operates a self-service customer portal where you can view your account balance and invoices, make payments, manage stored payment methods, review your data usage, view service contracts, open and respond to support tickets, update your contact information and account credentials, and receive billing reminders and account notifications. When you use the portal or our website, we collect:
Calls to and from DNA’s customer service and support lines are recorded for quality assurance, training, and compliance purposes. DNA’s inbound support calls are handled by DNA staff and by GTC Technical Support, DNA’s outsourced support and sales partner, who provides first-line support for all DNA customers. GTC representatives have access to your account information in DNA’s billing and service system in order to assist you. Call recordings made by GTC are retained and available to DNA upon request.
At the start of calls that are recorded, you will receive an automated verbal notice that the call is being recorded. Your continued participation in the call after receiving that notice constitutes your consent to recording by DNA and its authorized agents, including GTC Technical Support. If you do not consent to recording, please end the call and contact us through the customer portal, by email, or by postal mail.
If you are a residential customer calling our support line, your call will be handled by a DNA representative or by GTC Technical Support, DNA’s outsourced support partner. The call will be recorded and you will receive an automated notice at the start of the call. If you do not consent to recording, please end the call and contact us through the customer portal, by email, or by postal mail.
DNA may use AI-assisted call monitoring technology to automatically evaluate support call quality, assess customer sentiment, and identify service improvement opportunities across calls handled by DNA staff and GTC Technical Support. If implemented, individual calls flagged by this system may be reviewed by DNA personnel. The output of any such analysis would be used internally for quality assurance and operational improvement and would not be shared with third parties or used for marketing purposes.
This system evaluates call transcripts and baseline acoustic data for quality and sentiment purposes. It does not collect, analyze, or store biometric identifiers or voiceprint profiles, and is not used to make automated decisions about individual customers’ eligibility, pricing, or service.
When you open a support ticket, communicate with our team by email, or interact with us through the customer portal, we retain records of those communications. This includes the content of your messages, responses from our team, status updates, and any attachments or information provided in connection with your request. These records are used to resolve your issue, maintain service history, and improve our support operations.
We may receive information from external sources, including:
We do not share your personal information with unaffiliated third parties for their own marketing purposes.
We do not sell your personal information to anyone, and we do not share it for cross-context behavioral advertising. We share information only as described below.
We engage third parties to perform services on our behalf. These vendors may access your information only to perform services for DNA and are required to protect it consistently with this Policy, including applicable CPNI and payment-data handling obligations. Key sub-processors include:
As a CLEC, we interconnect with other carriers and network providers to deliver service. This may involve sharing limited technical and routing information necessary to complete calls, provision circuits, or deliver connectivity.
For wireline residential customers, we share your listed name, address, and telephone number with companies that publish phone directories and provide directory assistance, as required or permitted by law. You may request a non-published or non-listed number by contacting us. Once listing information is shared with directory publishers, they may repackage and redistribute it in various formats. We also provide name and number information for Caller ID and related services such as Call Trace, which allow a person receiving a call to see the name and number of the calling party.
We may share information with affiliated companies that support service delivery or account management. Affiliates with separate privacy policies are required to protect shared information consistent with applicable law and this Policy.
When you request to port a telephone number to or from DNA, we are required to share certain account information — including your name, service address, account number, and authorization — with number portability registries and the gaining or losing carrier as part of the federally mandated Local Number Portability (LNP) process. DNA uses Neustar TruContact (a TransUnion service) to process porting requests. This information sharing is required by FCC rules and is limited to what is necessary to complete the port.
We may disclose information when required or permitted by law, including to:
In connection with a merger, acquisition, sale of assets, or service transfer, customer information may be included as part of the transferred business. We will provide appropriate notice of any material change in ownership or data use practices as required by applicable law.
Federal telecommunications law gives you specific rights regarding your CPNI. DNA uses your CPNI:
DNA does not use your CPNI to market services outside your existing service category, share CPNI with unaffiliated third parties, or use CPNI for non-permitted purposes without your affirmative opt-in consent. For communications-related marketing within your existing service category, DNA may use an FCC-permitted opt-out approval process. Your separate Telecom and Voice Disclosures describe DNA’s CPNI notice and opt-out procedures in detail.
You have the right to approve, restrict, or inquire about how your CPNI is used. To exercise your CPNI rights, contact us using the information in Section 13, or follow the opt-out instructions in DNA’s Telecom and Voice Disclosures.
DNA uses appropriate technical and organizational measures designed to protect the information we collect against unauthorized access, disclosure, alteration, and destruction. The specific measures we use depend on the type and sensitivity of the information and the systems involved. No method of transmission over the internet or electronic storage is completely secure, and we cannot guarantee absolute security.
Our billing and customer-management platform (Sonar) and its cloud infrastructure providers (Microsoft Azure and DigitalOcean) maintain their own security certifications and controls. We encourage you to review their respective security documentation.
In the event of a qualifying breach of customer information (including CPNI and other personal information), DNA will notify the FCC, the FBI, the U.S. Secret Service, and affected customers as required by then-applicable FCC breach notification rules. DNA will provide required notifications as soon as practicable and within the timeframes prescribed by applicable FCC rules. Customer notice will be provided without unreasonable delay and no later than 30 days after DNA reasonably determines a breach has occurred, subject to any law-enforcement delay requests or other exceptions permitted by applicable rules.
Illinois residents: DNA will provide notice of any breach involving Illinois residents’ personal information in the most expedient time possible and without unreasonable delay, as required by the Illinois Personal Information Protection Act (815 ILCS 530). DNA will notify the Illinois Attorney General where required by applicable law.
Additional state breach notification requirements may apply depending on the nature of the information involved and the state of residence of affected customers.
DNA retains personal information for as long as necessary to fulfill the purposes described in this Policy. Retention periods vary by data category and are governed by the following principles:
DNA does not currently maintain a formal written data retention schedule with specific retention periods for each data category. DNA is committed to developing such a schedule consistent with applicable legal requirements and privacy best practices. In the meantime, retention decisions are made based on the principles above and applicable law.
When information is no longer needed, DNA disposes of it securely by rendering it unreadable or irretrievable.
Our website and customer portal use cookies and similar technologies to support functionality, remember preferences, and measure performance. We use:
DNA does not use cookies to serve advertising through third-party advertising networks and does not sell or share cookie data for cross-context behavioral advertising. You can set your browser to block or delete cookies, or use browser privacy extensions to limit third-party tracking, though some features of our website and portal may not work as intended if you do.
DNA uses automated processes within our billing and provisioning systems to manage account status based on payment and service activity. These automated actions include:
These automated processes are based on objective account data (payment status, billing cycle dates) and do not involve discretionary or discriminatory criteria. If you believe an automated action has been applied to your account in error, contact us using the information in Section 13 and we will review the matter promptly.
This section is especially relevant for residential household accounts where minors may be using our services.
DNA’s website, customer portal, and services are not directed to children under the age of 13. DNA does not knowingly collect personal information directly from children under 13 without verified parental or guardian consent. If DNA obtains actual knowledge that it has collected personal information directly from a child under 13 without required parental consent, DNA will promptly delete that information or obtain verified parental consent as required by law.
If you are a parent or guardian and believe your child has provided us with personal information without your consent, please contact us using the information in Section 13 and we will promptly address it.
Wireline internet and home phone services purchased for family use may be used by children. When that happens, information collected may appear associated with the adult account holder and will be treated as such under this Policy.
We encourage parents and guardians to be actively involved in their children’s online activities and to use available parental controls on home network equipment.
You may contact us to review or request correction of the personal information we maintain about your account. We will respond within a reasonable time.
You have the right to approve or restrict DNA’s use of your CPNI for certain purposes beyond your current services. Contact us or follow the instructions in DNA’s Telecom and Voice Disclosures to exercise your CPNI rights.
Certain categories of information are treated as sensitive under FCC rules and applicable law, including the content of communications, financial account details, and information about minors. DNA will obtain your affirmative opt-in consent before using or sharing sensitive information with unaffiliated third parties, or for purposes not permitted by applicable law. For certain internal communications-related marketing within your existing service category, DNA may use an FCC-permitted opt-out approval process rather than opt-in. Your Telecom and Voice Disclosures describe CPNI notice and opt-out procedures in detail.
You can opt out of marketing and promotional communications from DNA in these ways:
Opting out of marketing does not stop operational communications. You will still receive billing statements, legal notices, service alerts, security notifications, and other messages necessary to your service relationship.
DNA honors placement on the Federal Do Not Call Registry and applicable state Do Not Call registries. Registering your number may limit telemarketing calls from DNA to that number, subject to exceptions permitted by law (such as calls to existing customers).
Where required by law, DNA will obtain prior express consent or prior express written consent before placing autodialed, prerecorded, or artificial-voice calls for telemarketing purposes. Purely informational automated calls — such as billing notices, service alerts, and outage notifications — may be placed without advance consent where permitted by applicable law. You may revoke consent to automated or marketing calls by contacting us or using any opt-out method provided during the call. Revoking consent does not stop non-automated operational communications or legally required service notices.
DNA may use information about your preferences demonstrated through your use of our websites and services to provide you with relevant advertisements and promotions about DNA’s own products and services. This first-party communication is subject to your CPNI choices, marketing opt-outs, Do Not Call rights, and applicable state privacy rights. Because it relates to DNA’s own services and is subject to those controls, we do not offer an additional general opt-out beyond those described in this Section. DNA does not use CPNI to market services except as permitted by FCC rules or with required customer approval.
Several U.S. states have enacted comprehensive consumer privacy legislation, with additional states expected to follow. Depending on your state of residence and whether applicable law covers DNA, you may have rights including:
California residents have rights under the California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA). Illinois residents may have rights under applicable Illinois law. DNA will honor privacy rights requests consistent with applicable state law.
To submit a state privacy rights request, contact us using the information in Section 13. We may need to verify your identity before processing your request.
DNA does not sell personal information to any third party. DNA does not share personal information for cross-context behavioral advertising. This applies to all of our current services and customer relationships, both residential and business.
Third-party analytics tools used on our website may operate under their own data practices and privacy policies. While DNA does not direct these tools to use data for cross-context behavioral advertising, customers who wish to limit third-party tracking can do so through browser privacy settings or privacy browser extensions.
We may collect or derive anonymous information about how customers use our products and services. Anonymous information does not identify any individual. We may aggregate this data — for example, to understand usage patterns across geographic areas or customer segments — in ways that do not re-identify any person.
We may use anonymized and aggregated data to improve our services, conduct research, and for general business analysis. This information is not subject to the same restrictions as personal information.
For questions about this Privacy Policy, to exercise your rights, or to report a privacy concern, please contact us:
Digital Network Access Communications, Inc. d/b/a DNA Communications
601 1st Ave, Rochelle, IL 61068
Email: legal@dna-communications.com
Phone: 815-562-4290
You also have the right to file a complaint with the FTC Bureau of Consumer Protection at ftc.gov/complaint or by calling 1-877-382-4357. Additional rights and remedies may be available under applicable federal or state law.
DNA bills for services monthly in advance. To cancel services, customers must provide written notice to legal@dna-communications.com. Early termination fees may apply as specified in your Service Agreement. Fees for services already rendered are non-refundable. For complete billing, cancellation, and early termination terms, refer to your Service Agreement.
DNA may update this Privacy Policy to reflect changes in our practices, services, technology, or applicable law. We will:
Continued use of DNA services after the effective date of an updated Policy will be treated as acceptance of the revised terms to the extent permitted by applicable law and your service terms.
