Acceptable Use Policy

This policy outlines the rules and guidelines for Customer (Client) use of the Natterbox communications platform and is intended to ensure that customers use the resource in a safe, responsible, and ethical manner.

1. Definitions
   
   “Natterbox Services” means those software-based cloud services and network access services provided or to be provided by Natterbox to the Client, as identified in an Order, which may include call handling and recording services, call analytics and insights, messaging services, video services, mobile services, VoIP (voice over Internet Protocol) services, public switched telephone network services and Salesforce Org integration services, as modified, updated and upgraded by Natterbox from time to time
   
   "Natterbox System/System" means the system managed by Natterbox and used by Natterbox to provide the Natterbox Services, as modified, updated and upgraded by Natterbox from time to time
   
   “Robocall” means an unsolicited automated call delivering a recorded message instead of connecting with a live person“GSM Gateway” means connectivity to the Global System for mobile communications
   
   “SIM Boxes” (also called a SIM Bank) is a device used as part of a VoIP gateway installation. It contains a number of SIM Cards, which are linked to the gateway but housed and stored separately from it. A SIM box can have SIM cards of different mobile operators installed, permitting it to operate with several GSM Gateways located in different places
   
   “SIM Card” means subscriber identity module or subscriber identification module (SIM) as an integrated circuit chip or integrated phone software that is intended to securely store the international mobile subscriber identity (IMSI) number and its related key, which are used to identify and authenticate subscribers on mobile telephony devices (such as mobile phones and computers
   
   “User” means an individual who is authorised by Client to use the Services, for whom Client has purchased a subscription (or in the case of any Services provided by Natterbox without charge, for whom the Services have been provisioned). Users may include, for example, Client’s employees, consultants, contractors and agents, and third parties with which Client may transact business
   
   
   
2. Responsibilities. Client shall:
   1. Limit access to the Natterbox System and use of the Natterbox Services to Users and for Authorised Use only
      
      
   2. Ensure that all Users access and use the System and Services in accordance with this Acceptable Use Policy
      
      
   3. Be responsible and liable for all use and misuse of the System and Services by Users
      
      
   4. Use the System in accordance with all applicable local and international telecommunication and other regulations
      
      
   5. Not use or permit the use of the System or Services for any improper, immoral, illegal or unlawful purpose
      
      
   6. Not store, send, reproduce or receive communication which is, or is intended to be a hoax call to emergency services, or which is defamatory, offensive, abusive, indecent, obscene or menacing
      
      
   7. Not violate or infringe any rights of, or to cause annoyance, inconvenience or anxiety to, or to interfere with or damage, any other person
      
      
   8. Not make mass automated Robocalls
      
      
   9. Be responsible for workstations, routers, firewalls, internet bandwidth, web browsers and other related systems and equipment used by Client to access the System and Services
      
      
   10. Not connect any GSM Gateway(s) or SIM Boxes or similar set-ups to the System without Natterbox's prior written consent. Client shall indemnify Natterbox against any charges or penalties incurred by it as a consequence of Client’s unauthorised use of any GSM Gateway(s), SIM Boxes or similar
       
       
   11. Take reasonable measures to monitor and prevent User fraud, including but not limited to, subscription fraud, fraud associated with the use of the Services, hacking, or usage on lost or stolen devices, as well as fraud occurring in connection with Client’s current or previous agents, employees, or representatives, such as equipment or credential theft
       
       
   12. Be liable for all fraudulent use of the Services (for example, calls to over-priced numbers), independently from the fact of being aware of such fraudulent use or not
       
       
   13. Adopt immediate measures to stop any fraudulent use
       
       
   14. Promptly notify Natterbox of any anomaly or unexpected change in call volumes, call charges and tariffs.
       
       
       
3. Acknowledgements. Client acknowledges and agrees that:
   1. Natterbox will update the Services from time to time, which means that some changes will occur automatically while others may require Client to schedule and implement the changes
      
      
   2. the System and the Services may be protected by license keys, authentication procedures or other security mechanisms designed to protect them from unauthorised access or use
      
      
   3. Natterbox Services have been designed as a self-serve system intended to be self-managed by Client. For the avoidance of doubt Natterbox is not a managed service
      
      
      
4. User Limits
   1. Access to the Natterbox Services is subject to the user limits, specified in the Client Sales Order. If Client exceeds the User Limit, Natterbox may suspend or reduce Client’s usage so that it conforms to the User Limit. If Client does not abide by the User Limit, Client will execute a Client Sales Order for the additional Users within five (5) Business Days of the date of written notice from Natterbox and/or pay any invoice for excess usage
      
      
   2. The User Limit in the Client Sales Order refers to individual users, and the System may not be accessed or used by more than that number of individual Users
      
      
   3. Login credentials used to access the Service must not be shared with any other person or entity in order to circumvent user limits
      
      
   4. User licences may be transferred to a different individual only to replace one who will no longer access the Natterbox Services and not to circumvent user limits
      
      
5. Call Limits
   1. Natterbox may set a limit on the amount of charges a Client may incur during each calendar month and a maximum number of active connections. Client may exceed the Call Limit; however, Client shall be required to pay all charges immediately
      
      
   2. Natterbox reserves the right to refuse to provide Hardware or access and/or use of the Natterbox Services if, in Natterbox's reasonable opinion, it may cause Client to exceed the Call Limit or if the Call Limit is already exceeded
      
      
   3. If Client purchased an Unlimited Call Plan from Natterbox, such plan is subject to Natterbox’s Fair Use Policy found at https://docs.natterbox.com/docs/fair-usage-policy