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Any and all use of Voxtelesys Services is subject to and conditioned upon compliance with the following Acceptable Use Policy (“AUP”). If you have an Agreement with Voxtelesys, this AUP is incorporated into and made a part of your Agreement with Voxtelesys. This Acceptable Use Policy applies to all Voxtelesys Services. Please carefully review the following to determine if the Services you have purchased are subject to additional, service-specific prohibitions.

The Services (including any device, system, network, or account used in connection with the Services, or the Voxtelesys Network) may not be used to:

• Illegal activity. Violate any applicable law or regulation applicable to the use of the Services.
• NO HIGH-RISK USE. Engage in high-risk use of the Services. The Services may not be available in the event of a loss of power or internet connectivity, or network congestion. The Services are not designed, intended, or recommended for use in any situation where, in the normal course of use, service disruption could result in personal injury or death (“high-risk use”). High-risk use is prohibited except to the extent you have fail-safe alternatives in place at all times.
• Infringing activity. Infringe, misappropriate, or otherwise violate Voxtelesys’s or anyone’s rights (including intellectual property, privacy, personality, publicity, or otherwise; or display or use Voxtelesys’s marks without consent or in violation of Voxtelesys policies.
• Minors. Exploit or harm minors (e.g., expose them to inappropriate content; ask for personally identifiable information without parental consent).
• Malicious activity. Transmit any material that contains viruses, time or logic bombs, Trojan horses, worms, malware, spyware, or any other programs that may be harmful or dangerous.
• Objectionable activity. Act in an indecent, offensive, threatening, harassing, defamatory, libelous, fraudulent, malicious, disruptive, tortuous, or other objectionable manner.
• Misrepresenting origin and/or identity. Mislead recipients as to Customer’s identity. Create a false caller ID (e.g., caller ID spoofing), or otherwise falsify, forge, or manipulate addresses or headers, or signaling data in violation of applicable law, industry standard, or carrier requirements.
• Unsolicited Communications. The Services may not be used by Users to send any unsolicited, unwanted, or harassing communications (commercial or otherwise) or any Unsolicited Commercial Emails or Text Messages (as defined below) or other similar phone calls, SMS or MMS messages, chat, voice mail, video, email, fax or other communication. As used in this AUP, “Unsolicited Commercial Email or Text Messages” is defined as email or SMS, MMS, text messages or other electronic communication sent to individuals who (i) do not have a pre-existing relationship with User and (ii) have not provided consent to the receipt of such emails or text messages, including express or affirmative consent, double-opt-in and/or parental consent where required by law.
• Harvest information; spam; bulk messages. Without consent: harvest or collect information about third parties or End Users, or send bulk communications.
• Excessive or unauthorized use. Use any device, system, network, account, plan, or the Services in an unauthorized manner or in excess of reasonable business use (e.g. interfere, inhibit, compromise, or otherwise harm the Services or the Voxtelesys Network (regardless of intent or knowledge)).
• Circumvent compliance or security. Take advantage of, bypass, exploit, defeat, disable, or otherwise circumvent limitations of the Services, security mechanisms, or compliance with this AUP or any law.
• Interception. Intercept, capture, sniff, monitor, modify, emulate, decrypt, or redirect any communication or data for any purpose.
• Abuse of Network Resources Customer shall not use the Services in any manner that materially degrades network performance, interferes with other Customers’ use of the Services, or places excessive or abnormal load on the Voxtelesys Network. Voxtelesys may take reasonable measures to protect network integrity, including traffic rate limiting, filtering or suspension.

The list above is not exhaustive or exclusive. Voxtelesys may determine that other conduct not specifically listed also violates this AUP where such conduct creates legal, regulatory, operational, or reputational risk. For purposes of this AUP, “End User” means an individual user of the Services, and may be a natural person, and may include but is not limited to a Customer’s employees, consultants, clients, external users, invitees, contractors and agents. Except as otherwise provided, terms defined in the Agreement have the same meanings when used in this AUP.

Additional Regulations, Including but Not Limited to the Following:

CAN-SPAM (United States)

The Controlling the Assault of Non-Solicited Pornography and Marketing Act of 2003 (“CAN-SPAM”) is a federal law regulating the transmission of commercial email messages and Internet-to-phone SMS commercial messages to addresses that reference Internet domains. The full text of this law can be found here: http://www.gpo.gov/fdsys/pkg/PLAW-108publ187/pdf/PLAW-108publ187.pdf

CASL (Canada)

Canada’s CASL was enacted to promote the efficiency and adaptability of the Canadian economy by regulating certain activities that discourage reliance on electronic means of carrying out commercial activities, and to amend the Canadian Radio-television and Telecommunications Commission Act, the Competition Act, the Personal Information Protection and Electronic Documents Act and the Telecommunications Act (“CASL”), is a Canadian federal law regulating the sending of “commercial electronic messages” or “CEMs”.  A CEM includes any email message, text/SMS message or other electronic message that is sent to an electronic address and that has as even one of its purposes to encourage participation in a commercial activity. CASL applies to any CEM sent to or from a computer system located in Canada. CASL requires prior consent to send a CEM and requires that all CEMs meet prescribed form and content requirements. CASL is generally regarded as one of the most stringent anti-spam regimes in the world. Its specific and prescriptive requirements should be carefully considered and must be complied with when sending CEMs to or from computer systems in Canada. The full text of this law and its accompanying regulations. See link: https://laws-lois.justice.gc.ca/eng/acts/E-1.6/index.html

CTIA Messaging Principles

Offers a set of recommendations developed with wireless messaging ecosystem stakeholders to support a robust and dynamic wireless messaging community. See link: https://api.ctia.org/docs/default-source/default-document-library/170119-ctia-messaging-principles-and-best-practices.pdf

STIR/SHAKEN Compliance

Customer must comply with all applicable laws and regulations governing automated or prerecorded calls, including requirements relating to call authentication, caller identification, and robocall mitigation programs. Customer shall not originate or transmit illegal robocalls or calls that violate applicable federal, state, or industry robocall mitigation requirements. Customer is responsible for ensuring that all originating traffic complies with call authentication frameworks, including but not limited to STIR/SHAKEN requirements where applicable. Voxtelesys may block, label, suspend, or otherwise restrict traffic that Voxtelesys or its carriers reasonably determine to be illegal robocalls, spoofed calls, or traffic failing authentication or mitigation requirements.

A2P Messaging Compliance

Customer is responsible for ensuring that all SMS, MMS, or other messaging traffic sent using the Services complies with applicable messaging laws, regulations, and industry standards, including consent, opt-out, identification, and recordkeeping requirements. Without limitation, Customer shall comply with the requirements of the Telephone Consumer Protection Act, CTIA trade association, applicable carrier messaging policies, and applicable messaging industry guidelines. Customer must maintain records demonstrating required consumer consent for messaging campaigns and must promptly honor all opt-out requests. Voxtelesys may suspend, block, or terminate messaging traffic that generates excessive complaints, carrier violations, or regulatory risk.

Traffic Quality, Carrier Protection, and Cost Recovery

To protect the integrity of the Voxtelesys Network, its carrier relationships, and other customers, Voxtelesys maintains traffic quality, network integrity, and support-use standards. Customer is responsible for ensuring that its use of the Services, and the use by its End Users, complies with these standards.

Traffic Quality Standards

For purposes of these Traffic Quality Standards, the following metrics are evaluated using Voxtelesys’s proprietary or commercially reasonable methodologies, platform analytics, signaling data, and upstream carrier performance reporting, which may include, without limitation:

• Answer Seizure Rate (ASR) refers to the ratio of successfully answered calls to total call attempts. ASR is calculated based on call signaling outcomes (including SIP 200 OK responses versus non-answer outcomes) and is measured on an aggregate basis by trunk, route, or service using Voxtelesys and carrier-provided analytics. Persistent low ASR may indicate abandoned traffic, call blasting, or other non-standard calling behavior.
• Average Length of Call (ALOC) / Average Call Duration (ACD) represents the average duration of completed calls over a defined measurement period. ALOC is derived from completed call durations recorded in Voxtelesys systems and validated against carrier usage records. Abnormally low average call durations may indicate inefficient traffic patterns, artificial traffic inflation, or other activity that increases carrier costs.
• Short-Duration Calls are calls with durations below defined minimum thresholds, as determined by Voxtelesys based on industry norms and carrier requirements. Short-duration call ratios are calculated by comparing the volume of short calls to total completed calls using Voxtelesys call analytics and carrier records. Elevated short-duration call volumes may be indicative of failed call setups, traffic pumping, or poor traffic quality.
• Abnormal Calling Patterns include traffic behaviors that deviate materially from normal commercial usage, such as excessive failed call attempts, disproportionate short-duration calls, artificially inflated call volumes, or patterns associated with traffic pumping or other prohibited activity. Such patterns are identified through analysis of signaling data, call statistics, and carrier feedback.
• Carrier Complaints and Investigations may include inquiries, notices, or enforcement actions from upstream carriers relating to Customer traffic quality, signaling behavior, or usage patterns. Voxtelesys may rely on carrier-reported analytics, investigation findings, and network performance data when assessing compliance with these standards, including information that may be subject to carrier confidentiality obligations.

Traffic quality metrics, thresholds, and evaluation methodologies may vary by service type, carrier, routing configuration, or destination. Voxtelesys may update traffic quality thresholds and measurement methodologies from time to time to reflect carrier requirements, industry standards, and network protection needs. Applicable traffic quality standards, thresholds, and related cost-recovery requirements are further described in the Traffic Quality & Carrier Protection Schedule and the Support Usage & Cost Recovery Guidelines, each as may be updated by Voxtelesys from time to time, and each of which is incorporated by reference into this Acceptable Use Policy and forms part of the Customer’s Agreement.

Traffic Pumping/Access Stimulation

Customer shall not originate, terminate, or facilitate traffic that results in artificial inflation of traffic volumes or traffic patterns intended to generate terminating access revenue or other compensation (“traffic pumping” or “access stimulation”). Prohibited activities include, without limitation:

• routing traffic to numbers associated with revenue-sharing arrangements;
• generating artificial, fraudulent, or non-human call attempts;
• call looping, auto-dialing patterns designed to inflate call counts, or automated short-duration call generation; or
• traffic patterns designed primarily to generate access charges rather than legitimate communications.

Voxtelesys may immediately block, suspend, or reroute traffic reasonably believed to involve traffic pumping or access stimulation and may recover any carrier charges, penalties, or investigation costs arising from such activity.

Monitoring and Detection

Voxtelesys may monitor, analyze, and investigate traffic patterns and service usage, including reliance on carrier feedback, third-party reports, and internal analytics, to identify traffic or conduct that poses operational, reputational, regulatory, or carrier-relationship risk.

Regulatory and Carrier Cooperation

Customer acknowledges that Voxtelesys may receive inquiries, investigations, or compliance requests from regulators, law enforcement, or upstream carriers relating to Customer traffic or use of the Services. Customer agrees to cooperate in good faith with Voxtelesys in responding to such requests, including promptly providing information reasonably requested by Voxtelesys to investigate or respond to complaints, regulatory inquiries, or carrier investigations. Voxtelesys may disclose information relating to Customer traffic, signaling data, or service usage to regulators, law enforcement, or carriers where reasonably necessary to comply with legal obligations, regulatory requirements, or carrier agreements. Customer shall be responsible for reasonable costs incurred by Voxtelesys in responding to investigations or complaints directly attributable to Customer traffic or conduct.

Carrier Protection and Remedial Actions

If Customer traffic or conduct fails to meet applicable standards or creates elevated carrier or network risk, Voxtelesys may, in its discretion:

• Require Customer to implement mitigation or corrective measures within a stated cure period;
• Rate-limit, throttle, block, or suspend specific traffic, routes, or services; or
• Suspend or terminate Services in accordance with this Acceptable Use Policy.

Certain remedial actions may be taken immediately where required by carrier obligations, regulatory requirements, or network protection needs.

Cost Recovery and Surcharges

Customer agrees to pay reasonable cost-recovery charges resulting from Customer traffic or conduct that creates carrier, network, regulatory, or operational burden, including, without limitation:

• Carrier investigation or ticket handling fees, including Voxtelesys administrative or engineering time and any carrier or third-party pass-through charges;
• Traffic quality surcharges associated with calls or messages identified as prohibited or abusive traffic patterns;
• Administrative or support overuse charges where Customer engages materially in excess of reasonable business use, repeated escalations, or failure to implement required mitigation measures.

Cost-recovery charges may be invoiced as usage-based or administrative charges and are due in accordance with the payment terms of the applicable Agreement.

Such charges are intended to recover costs incurred by Voxtelesys and are not penalties. Voxtelesys will provide reasonable notice of applicable charges and supporting summary information upon request, except where disclosure is restricted by carrier, regulatory, or legal obligations.

Voxtelesys’s failure to enforce this Acceptable Use Policy or assess any charges in any particular instance shall not constitute a waiver of Voxtelesys’s right to enforce this Policy or assess such charges in future instances.

Voxtelesys may act immediately and without notice to suspend or terminate the Services if, Voxtelesys reasonably determines that, Customer’s or its End Users’ use of the Services violates the terms of this Acceptable Use Policy or creates risk to the Voxtelesys Network, its carrier relationships, or compliance obligations.

Carrier Charges and Regulatory Liability

Customer is responsible for all traffic originated, transmitted, or facilitated through its use of the Services and for the conduct of its End Users. Customer agrees to reimburse Voxtelesys for any fines, penalties, settlements, carrier charges, or regulatory assessments imposed on or incurred by Voxtelesys that arise from or relate to Customer traffic, Customer messaging campaigns, Customer call practices, or Customer’s violation of this Acceptable Use Policy or applicable law. Voxtelesys will use commercially reasonable efforts to notify Customer of such claims or charges and provide reasonable supporting information where available, subject to carrier confidentiality or legal restriction.

Carrier Relationship Protection: Customer is responsible for all traffic originated, transmitted, or facilitated through its use of the Services and for the conduct of its End Users. Customer agrees to reimburse Voxtelesys for any fines, penalties, settlements, carrier charges, or regulatory assessments imposed on or incurred by Voxtelesys that arise from or relate to Customer traffic, Customer messaging campaigns, Customer call practices, or Customer’s violation of this Acceptable Use Policy or applicable law. Voxtelesys will use commercially reasonable efforts to notify Customer of such claims or charges and provide reasonable supporting information where available, subject to carrier confidentiality or legal restriction.

Last Updated: 03/17/2026