Acceptable Use Policy

Effective date: October 26, 2026

Draft for review. This document is a starting template and is not legal advice. Have it reviewed by a qualified attorney before publishing.

This Acceptable Use Policy ("AUP") describes prohibited uses of Your Brand, provided by [Company Legal Name] ("we," "us," or "our"). It is incorporated into our Terms of Service. It applies to every Customer and to every End User, device, and application that accesses the Service through a Customer account.

The purpose of this AUP is to protect our customers, our network, our carrier partners, and the public from illegal and abusive calling. Telecommunications providers are required to take steps against illegal robocalls and fraud, and we enforce this AUP to meet those obligations.

1. General Principles

1.1 You must use the Service only for lawful business purposes and in compliance with all applicable federal, state, and local laws and regulations, as well as the rules of our upstream carriers.

1.2 You may not use the Service in a way that harms others, the Service, our network, or the networks of other providers.

1.3 Examples in this AUP are not exhaustive. We may treat any use that is similar in purpose or effect to a listed prohibition as a violation.

2. Illegal Robocalls and Autodialing

2.1 You may not use the Service to make calls or send messages that violate the Telephone Consumer Protection Act (TCPA), FCC rules implementing it, the Telemarketing Sales Rule, or similar state laws.

2.2 Prohibited activities include:

Using an autodialer or artificial or prerecorded voice to call mobile phones, or to make telemarketing calls to residential lines, without the prior consent required by law.
Calling numbers on the National Do Not Call Registry, or on your own or a client's internal do not call list, in violation of law.
Failing to honor opt out or do not call requests.
Making calls outside legally permitted calling hours.
Failing to provide required identification, disclosures, or opt out mechanisms in prerecorded or telemarketing calls.
Using artificial or AI generated voices in calls where prohibited or without required consent.

2.3 You may not use the Service for predictive dialing, power dialing, or high volume outbound campaigns unless we have approved this use in writing, and you remain fully responsible for legal compliance.

3. Caller ID Spoofing

3.1 You may not transmit misleading or inaccurate caller ID information with the intent to defraud, cause harm, or wrongfully obtain anything of value, in violation of the Truth in Caller ID Act and FCC rules.

3.2 You may only display caller ID numbers that are assigned to you through the Service, or that you are otherwise authorized to use and can verify on request.

3.3 You may not display caller ID numbers that are invalid, unassigned, belong to someone else without authorization, or imitate government agencies, financial institutions, or other organizations.

3.4 Caller name information you submit must accurately identify your business.

4. Call Authentication and STIR/SHAKEN

4.1 Calls placed through the Service may be signed using the STIR/SHAKEN caller ID authentication framework. The level of attestation depends on whether we can verify your right to use the calling number.

4.2 You must cooperate with our call authentication obligations, including by:

Providing accurate business identity information during onboarding and on request (know your customer verification).
Providing proof of authorization for any number you use as caller ID that was not assigned by us.
Responding promptly to our questions about calling patterns or specific calls.

4.3 We may refuse to sign calls, sign them at a lower attestation level, block calls, or restrict outbound calling where we cannot verify your right to use a number or where calls appear unlawful.

5. Traffic Pumping and Artificial Traffic

You may not use the Service to generate artificial or inflated call traffic, including:

Access stimulation or traffic pumping schemes.
Calls to high cost or revenue share destinations designed to generate payments for you or a third party.
Automated calls designed to inflate minutes, keep lines open without a real conversation, or manipulate intercarrier compensation.
Using "unlimited" or bundled features in a way that is inconsistent with ordinary business calling.

6. Unsolicited Bulk Calling and Messaging

You may not use the Service to make or send unsolicited bulk calls, voice broadcasts, ringless voicemail, faxes, or text messages, whether or not they are commercial, except as permitted by law and approved by us in writing. Junk faxes that violate law are prohibited.

7. Harassment, Threats, and Harmful Content

You may not use the Service to:

Harass, threaten, stalk, intimidate, or abuse any person.
Make obscene or repeated nuisance calls.
Transmit content that is unlawful, defamatory, or infringes intellectual property, privacy, or publicity rights.
Exploit or endanger minors.
Make false reports to emergency services, including "swatting," or test 911 without following proper procedures.

8. Fraud and Deceptive Practices

You may not use the Service for fraud, scams, or deceptive practices, including:

Impersonating any person, business, or government agency.
Phishing, vishing, or social engineering to obtain personal, financial, or account information.
Debt relief, tech support, IRS, Social Security, auto warranty, or similar scams.
Collecting payment for goods or services you do not intend to provide.
Providing false identity or business information to open or maintain an account.

9. Toll Fraud

9.1 You must take reasonable steps to prevent unauthorized use of your account, including using strong passwords, securing devices and SIP credentials, disabling unused features, and limiting international or premium calling if not needed.

9.2 You may not knowingly allow, facilitate, or benefit from toll fraud, international revenue share fraud, or unauthorized use of the Service.

9.3 We may block destinations, set spending or call limits, or suspend accounts to stop suspected toll fraud. Customers are responsible for charges from fraud on their accounts as stated in the Terms of Service.

10. Resale and Unauthorized Use

10.1 You may not resell, sublicense, white label, or provide the Service to third parties without our written permission.

10.2 You may not share accounts, extensions, or credentials with people outside your organization, except for authorized contractors acting on your behalf.

10.3 You may not use the Service to provide telecommunications services to others, such as operating a call center for third parties, a calling platform, or a wholesale route, without a written agreement with us.

11. Network and System Interference

You may not:

Interfere with or disrupt the Service, our network, or other customers' use of the Service.
Send excessive registration attempts, SIP floods, or malformed traffic.
Attempt to gain unauthorized access to any account, system, or network.
Introduce viruses, malware, or other harmful code.
Circumvent usage limits, call restrictions, billing, or security controls.
Use the Service in a way that places an unreasonable load on our infrastructure.

12. Security Testing

You may not perform vulnerability scans, penetration tests, load tests, or other security testing against the Service or our infrastructure without our prior written permission. To report a suspected vulnerability, contact support@example.com.

13. Your Responsibility for Your Users

13.1 You are responsible for all activity on your account, including by your employees, contractors, and anyone using your extensions, devices, or credentials.

13.2 You must make sure your users know about and follow this AUP. A violation by any user is treated as a violation by you.

13.3 If you use the Service for telemarketing or on behalf of clients, you are responsible for their compliance as well as your own.

14. Enforcement

14.1 Investigation. We may investigate suspected violations, including by reviewing call detail records, calling patterns, and complaints. We do not routinely listen to call content, but we may review information available to us as permitted by law.

14.2 Actions we may take. Depending on the seriousness of the violation, we may, with or without notice:

Issue a warning and require corrective action.
Block specific calls, numbers, or destinations.
Restrict outbound calling, call volume, or features.
Suspend the account.
Terminate the account and release associated numbers.
Report the activity to law enforcement, regulators, or carrier partners.

14.3 Traceback. We participate in and cooperate with traceback requests from the industry traceback consortium, the Industry Traceback Group, and with requests from the FCC, state attorneys general, and law enforcement. When we receive a traceback request involving your traffic, we will share required information and may require you to provide information about the call's origin and your consent records within a short period. Failure to respond promptly is a violation of this AUP.

14.4 Carrier and regulator action. If a carrier, regulator, or law enforcement agency requires us to block or stop traffic from your account, we may do so immediately.

14.5 Costs. You are responsible for any fines, penalties, carrier charges, or costs we incur because of your violation, as stated in the indemnification section of the Terms of Service.

14.6 No refunds. Suspension or termination for AUP violations does not entitle you to a refund or credit.

15. Reporting Abuse

If you believe the Service is being used in violation of this AUP, for example you received an illegal robocall or spoofed call from a number we serve, report it to support@example.com with:

The calling number and the number called.
The date, time, and time zone of the call.
A description of the call or message.

We review reports and take action as appropriate. You may also file complaints with the FCC or the Federal Trade Commission.

16. Changes to This Policy

We may update this AUP to reflect changes in law, carrier requirements, or our practices. Updates are posted with a new effective date. Continued use of the Service after the effective date means you accept the updated AUP.

17. Contact

[Company Legal Name] [Street address, City, State ZIP] Email: support@example.com Phone: +1 (555) 010-0000 Website: https://example.com