Acceptable use policy
This template sets out what is allowed and forbidden on the platform, how abuse is handled, and under what conditions an account may be limited or suspended.
Status of this document
Outline to validate. Handling times and contact addresses remain to be completed.
Principle
You are responsible for how you use the platform and for the use made by your own customers or sub-accounts. Communications sent must comply with the rules that apply to the service, the destination country and your actual role.
Account control
- Every account, project and sub-account has an identified owner.
- Checks may be requested at sign-up and afterwards: organization identity, intended use, numbering documents.
- You protect your access and keys, and report any compromise without delay.
- A user’s rights are limited to what they need. Keys are separated by project and environment.
Limits
Limits may apply: request rate, concurrency, volumes, destinations, spending caps. They protect the platform, carriers and recipients. They are set in the contract or on the account.
Default limits: [TO COMPLETE: default limits]
Prohibited uses
- Sending calls or messages without a valid basis, or ignoring an objection expressed by the person.
- Impersonating a person or an organization, or showing a misleading caller number or sender.
- Bypassing caller number authentication or a route block, by any means.
- Trying to hide the true origin of traffic or rerouting it to avoid a control.
- Harassing, threatening, defrauding or distributing unlawful content.
- Generating artificial traffic, repeated calls with no legitimate purpose or unsolicited mass sending.
- Collecting or using recordings without informing the people concerned where that information is required.
- Disrupting the platform, trying to access another organization’s data or probing its defenses without written authorization.
Opt-out lists and local conditions
Broadcast features (call campaigns, SMS sending) respect the opt-out lists and local conditions that apply. It is up to you to apply them before each send.
A marketing message differs from a transactional one and follows rules specific to each country. Calling hours, sender identification and mandatory notices vary by country.
Some services, such as emergency calls, are unavailable or differ depending on the service and the country. Their scope is stated before any move to production.
Numbering
The numbers you use must have been assigned to you or authorized for the intended use. How your activity is characterized for numbering purposes is determined by the service, the country and your actual role.
Reasoned suspension
An account, project, number or route may be limited or suspended in case of a proven breach or a serious risk to the platform, carriers or recipients.
The suspension is reasoned: we state what is at issue, what is suspended and what would lift it. We limit it to what is necessary and we hear you beforehand, or without delay afterwards when urgency requires it.
Response time for a challenge: [TO COMPLETE: challenge handling time]
Handling abuse
Where an authority or a partner carrier makes a legitimate request, the publisher may have to cooperate.
- Report: anyone can write to [TO COMPLETE: abuse reporting address], giving the numbers, dates and any useful details.
- Assessment: the team checks the logs and the nature of the traffic.
- Proportionate measure: warning, limitation, suspension or, as a last resort, termination.
- Information: the account holder is told about the measure and its reasons.
- Review: once the cause is fixed, the service may be restored.
Changes to the policy
Notification of changes: [TO COMPLETE: procedure for notifying changes]