CallPerfect Acceptable Use Policy

1. The basic rule

CallPerfect is built for the everyday communication of a small or medium-sized business: your staff talking with your customers, suppliers and colleagues, and texting with people who expect to hear from you.

Please use it lawfully, honestly, and in a way that does not harm other people, other CallPerfect customers or the phone networks we all rely on.

You are responsible for how your account is used, including by your users, and for following the laws that apply to your business and to the people you call, text and fax. This policy does not list every law, and the examples in it are not a complete list of what is not allowed. If you are not sure whether something you plan to do is allowed, please ask us before you start.

2. Calls

You may not use CallPerfect to:

• Make calls that break telemarketing, robocall or do-not-call laws, such as the federal Telephone Consumer Protection Act, the rules of the Federal Communications Commission, and state telemarketing laws;
• Run automated outbound calling campaigns. This includes calls placed by an autodialer, a predictive or power dialer, or other software that dials numbers automatically; outbound calling campaigns that play a recorded or computer-generated voice message; and messages placed directly in people's voicemail boxes without their phones ringing. This is our rule for our service, not a statement that every automated call is unlawful. It does not cover calls that you or your staff place yourselves from your phones or apps, or the normal features of the service: incoming calls, your recorded greetings, phone menus, voicemail, call routing, and recording announcements played during a call;
• Show a caller ID number that is not set up on your CallPerfect account for your use, or show a misleading number or business name. Having permission to use some other number outside CallPerfect does not make it available as your caller ID;
• Use many numbers, or keep changing numbers, to avoid call blocking, spam labels or complaints;
• Make harassing, threatening or abusive calls, repeated calls that the person has not asked for, or floods of calls to the same number;
• Place calls to generate traffic or charges rather than to talk with someone, for example by repeatedly calling free conference or chat lines to run up call volume, or keep calls open for long periods without a real conversation; or
• Call 911 except in a real emergency. Please read our E911 Notice before relying on CallPerfect for 911 calls.

If your business makes sales calls, you are responsible for following the telemarketing rules that apply to them. These include honoring the National Do Not Call Registry and your own do-not-call list, calling only at permitted times, and clearly identifying your business. They also include showing caller ID on every sales call, with a number that people can call during regular business hours to ask you not to call them again, and never hiding or blocking your caller ID on those calls. If you make sales calls to people in Canada, Canada's telemarketing rules also apply, including its National Do Not Call List rules.

3. Unlimited US and Canada calling and fair use

Our plans include unlimited calling to the United States and Canada for normal business use. Normal business use means your own staff making and taking the everyday calls of your business.

Some calling patterns are outside normal business use, for example:

• Telemarketing and high-volume outbound sales calling;
• Call-center or contact-center traffic;
• Calling lists of numbers one after another, which often shows up as a large number of very short or unanswered calls;
• Connecting the service to a separate phone system, such as an on-site office phone system or a call-center platform, so that the service carries that system's calls (sometimes called trunking). This example does not describe ordinary call forwarding, ring groups or call routing set up in your CallPerfect account, or a phone that your staff share in your office; and
• Any pattern far above what a business of your size and type would normally use.

Automated calling campaigns are not allowed (see section 2).

We do not publish a fixed number of minutes. If your calling looks well outside normal business use, we may review it and, whenever reasonably possible, contact you to understand how you are using the service and agree a way forward. A high number of minutes on its own is never a reason for us to suspend your calling. Misuse, or a serious risk to the service or to other people, is handled under section 11.

International calls are charged per minute and are not part of unlimited calling. Toll-free usage is measured and billed separately from regular calling.

4. Business texting (SMS and MMS)

Texting on CallPerfect is for conversations with your customers and for service messages, such as appointment confirmations, reminders you send, missed-call follow-up, answers to questions and service updates.

Texting is available on eligible US local numbers on your account, for messages with US phone numbers only. Texting with phone numbers in Canada or any other country is not part of the service. Before you can text, we register your business and how you will use texting with the phone companies, and texting starts only after that registration is approved. We give you model wording you can use to ask your customers for permission to text them, and for your own privacy policy.

What you must do

• Give us complete and accurate information for your texting registration, including your business details, the kinds of messages you will send and how people agree to receive them. Tell us before any of that changes.
• Text only people who have agreed to receive your texts, or who texted you first and are getting a reply about what they asked. Keep a record of how and when each person agreed.
• Make sure every message makes clear which business is sending it.
• Respect every request to stop. Treat a reply such as STOP, QUIT, END, REVOKE, OPT OUT, CANCEL or UNSUBSCRIBE as a request to stop, and do the same when someone asks you to stop in any other reasonable way, for example in their own words, on a call or by email. Do not text that person again unless they text START to your number. Permission given in any other way, such as on a call, in person or by email, is not enough to restart texting, and we will not restart it for you.
• Never try to get around a stop request, for example by texting the same person from another number or another account.

What CallPerfect texting may not be used for

• Bulk texting, marketing campaigns, promotional blasts or cold outreach;
• Automated text campaigns;
• Messages to purchased, rented, borrowed or shared contact lists;
• Political messages, charity fundraising, polls or voting;
• Sexual or adult content; hate speech; violence, threats or harassment;
• Selling or promoting alcohol (see section 7);
• Cannabis, CBD or other drugs, including where state law allows them; tobacco or vaping products; firearms; or gambling;
• Loans, credit repair, debt relief, collecting debts for another company, or work-from-home and similar offers;
• Collecting people's information to share or sell to another company, or affiliate and commission offers;
• Links that hide where they lead, or that lead to harmful downloads or deceptive pages; or
• Spreading messages across many numbers, or rotating numbers, to avoid filtering.

Phone companies can filter or block texts they consider unwanted and can suspend a business's texting registration. If that happens because of texting activity on your account, texting may stay unavailable for some time.

5. Call recording, transcription, AI call summaries and live monitoring

You decide whether to record calls, whether to have recorded calls transcribed or summarized, and who in your company may listen to live calls. Before you do any of these, make sure you follow the recording, monitoring and consent laws that apply to you and to everyone on the call, including giving any notice and getting any consent those laws require. Some states require every person on a call to agree before it is recorded. Some laws also require you to tell your own staff in advance that you monitor their calls.

CallPerfect provides a recording announcement that you can set up. Setting it up and using it correctly is your responsibility. Live call monitoring is for authorized supervisors, for example for training.

Transcripts and AI call summaries are made by machine and can contain errors. Check anything important against the recording before you rely on it. They are not a certified or official record.

Card payments by phone. You may take card payments over the phone, but you must not use the service to record or store full card numbers or card security codes (the three- or four-digit code on a card). If a call is being recorded, stop the recording before those details are given and resume it only after they have been given, or take the payment in another way that keeps them out of the recording. Do not ask anyone to give those details in a voicemail, a text message or a fax, and do not send them that way yourself. You are responsible for using the recording controls correctly, for how your staff take payments, and for following the card rules and laws that apply to your business. The service is not designed to store payment card data, and we do not promise that it meets the Payment Card Industry Data Security Standard.

If card details are captured by mistake. Tell us promptly through the support form in your account, even if you think you have already removed them. Identify the affected call, voicemail, message or fax, for example by its date, time and phone number, but do not include the card details or a copy of the recording in your message. Do not share the affected content further, remove the copies that you control, such as a voicemail or a fax sent to an email inbox, cooperate with us, and fix the payment process that let the details be captured.

6. Faxes

Every fax you send must show, in the top or bottom margin of each page or on the first page, the date and time it was sent, the name of your business, and the telephone number of your business or of the sending fax.

Advertising faxes follow stricter rules. An advertising fax is one that promotes goods or services for sale. An invoice, an order confirmation, or a document the recipient asked you to send is not an advertisement just because it is sent by fax.

• Send an advertising fax only to someone who has agreed in advance to receive it, or who has invited it, unless the narrow exception below applies. A past business relationship is not enough on its own.
• The narrow exception. Where the other laws that apply to you also allow it, you may send an advertising fax without that advance agreement only if all of these are true: you and the recipient have an existing business relationship; you got their fax number directly from them, or from a directory, advertisement or website where they agreed to make it public; and the fax carries a stop notice. That notice must be clear and easy to notice, separate from the advertising, and placed at the top or bottom of the first page. It tells the recipient that they can ask you not to send any more advertising faxes, that not honoring a valid request within 30 days is unlawful, and what a valid request must include. It gives a US phone number and a fax number for the request, and, if neither is free to use, a free way such as a website address or email address. Every way to make the request must work at any time of day or night.
• Under that exception, a valid stop request names the fax number or numbers it covers and is sent to a number or address given in your fax. When you receive one, stop sending advertising faxes to those numbers as quickly as you reasonably can. The 30 days are the most the law allows, not a waiting period. Do not send them advertising faxes again unless the recipient later gives you permission.

These rules come from federal law, and state laws may add more.

Sending the same fax to many recipients. You may send a document, including the same document, to several recipients who expect it from you, such as your customers, suppliers or business partners. Do not use the service for fax broadcasting, meaning sending the same fax to a list of recipients who have not asked for it or agreed to receive it, such as a purchased, rented or shared list. This is our rule for our service, and it applies whether or not the fax is an advertisement. If you plan to send the same fax to a large number of recipients at once, please talk to us first.

7. Content and conduct

Across every part of the service, you may not:

• Do anything illegal, or help anyone else do so;
• Run scams, fraud or phishing, or mislead people about who you are or what you offer;
• Oretend to be another person, business or government agency, including with a cloned or computer-generated voice;
• Threaten, harass, stalk or abuse anyone;
• Sexually exploit anyone of any age, including sexual blackmail or sharing intimate images of a person without their permission;
• Send, store or share any content that sexually exploits or endangers children;
• Sell or promote alcohol. This does not affect ordinary conversations of a business that also serves alcohol, such as a restaurant confirming a booking;
• Violate other people's rights, including copyright, trademark and privacy rights, for example by uploading hold music, recordings or greetings that you do not have the right to use;
• Send viruses, malware or other harmful code; or
• Collect information about people that you have no right to collect.

8. Keeping your account secure

• Keep passwords and the sign-in details for the customer portal, your phones and the softphone apps private. Do not share them.
• Remove access promptly when someone leaves your business or no longer needs it.
• Keep the phones, computers and apps you use with CallPerfect up to date and protected.
• Tell us straight away if you think your account, a phone or a sign-in is being misused, for example if you see calls you did not make, such as unexpected international calls. Send a support request from inside your account, or email support@callperfect.net if you cannot sign in.
• Do not probe, scan, test or attack our systems or other customers' accounts, try to get around our security or limits, or interfere with the service or the networks it uses.

Our Terms of Service explain what we do after a report of misuse and who pays for charges that misuse causes.

9. Accurate information and working with us

• Give us accurate information about your business when you sign up, and keep it up to date, including your business name and address, your contact details and who may act for your account.
• Keep your registered 911 addresses up to date, as our E911 Notice explains.
• If we receive a complaint, a request from a phone company, a request to trace the source of unwanted calls, or a legal demand about calls, texts or faxes from your account, we may ask you for information, such as how the people you contacted agreed to hear from you. Please answer promptly and honestly.

Our Privacy Policy explains when we share information, including when the law requires it.

10. Your service is for your own business

Your CallPerfect service is for your own business. You may not resell it, rent out your numbers, or let another business use your account or numbers as its own, unless we have agreed to it in writing. Each business that texts through CallPerfect must be registered as itself.

If you have toll-free numbers, ask only for the toll-free numbers you intend to use, and do not get a toll-free number in order to sell it.

11. How we handle your content, and what we do about misuse

How your calls, messages and faxes are handled. Our systems, and the providers that help us provide the service, handle your calls, voicemails, messages and faxes to deliver them and to provide the features you turn on, such as recording, transcription and summaries. Most of this handling is automatic. Phone companies may also filter or block texts. To run, bill and protect the service, our staff may look at account and activity details, such as the numbers called or texted, dates and times, how long calls last, and how much of the service is used. That is different from the content of a call or message.

Limits on access to your content. This policy limits when our staff may listen to your calls or recordings, or read your messages, voicemails, transcripts, summaries or faxes. They may do so only when that is needed to find and fix a technical problem with the service, to give you support you asked for, to look into a specific report or sign of misuse, to protect the service, our customers or other people, or when the law requires it. They may not open your content for any other reason, and we never use the content of your communications for marketing. Our Privacy Policy explains how we use and protect information.

How we look for misuse. We may review account and activity details for signs of misuse, such as unusual calling or texting patterns. A complaint, a report from someone who received a call or text, or a warning from a phone company may also alert us to a possible problem. When something needs a closer look, we may also open the specific content involved, such as a message or recording, for the reasons described above. A warning or an unusual pattern is a reason to look into something. It is not proof of misuse on its own. We do not monitor everything that happens on the service, and this policy does not mean that we will find or stop every misuse. You remain responsible for how your account is used.

What we do. Whenever reasonably possible, we will contact you first, explain the problem, and give you a reasonable chance to fix it. We may act straight away, without contacting you first, when misuse is serious or urgent, for example serious fraud, unlawful robocalls, misleading caller ID, threats, an account that appears to be compromised, a binding instruction from a phone company, a regulator or law enforcement to stop the traffic, or credible evidence that the traffic is causing urgent harm to other people, to other customers, to our network or to 911 service.

Depending on the problem, and subject to the law, we may:

• Block or limit particular calls, destinations, numbers or texts;
• Suspend a user, a number, a feature such as texting, or the whole account;
• End the service; and
• Report the matter to phone companies, regulators, law enforcement or another organization where the law allows or requires us to.

If your service is suspended, 911 calling may not work. Please read our E911 Notice.

12. Reporting misuse

If you receive unwanted calls, texts or faxes from a CallPerfect number, or you believe someone is misusing our service, please tell us at support@callperfect.net. CallPerfect customers can also use the support form in the customer portal. Please include the number involved and the date and time.

If a business keeps texting you after you asked it to stop, you can also reply STOP to its text. If you are in danger, call 911.

13. Where the service may be used: sanctions, export laws and use outside the United States

Sanctions and export laws. You must comply with the economic sanctions and export control laws of the United States that apply to you and to your use of the service. You may not use the service, or allow anyone to use it:

• For, on behalf of, or for the benefit of any person or organization whose property is blocked under United States sanctions, including anyone on the Specially Designated Nationals and Blocked Persons List and any organization owned, directly or indirectly, 50 percent or more in total by one or more blocked persons;
• From a country or region subject to comprehensive United States sanctions, or so that a person or business located there can use it; or
• In any other way that would break those laws or would cause CallPerfect to break them.

The limit on use from those countries and regions is our rule for our service and may go further than those laws require. It is about where the service is used from. It does not mean that every call or message to a person in one of those places is unlawful, and it does not mean that every such call can be made through the service.

Tell us promptly if your business, or anyone who uses your account, becomes a person or organization described in the first point above.

Using the service outside the United States. CallPerfect is a US business phone service. You and your users may use it while traveling, and a member of your staff who works from another country may use it for your business, except from a country or region described above. We do not promise that the service will work in every country. When the service is used from another country, you are responsible for following that country's laws, including any that restrict internet calling. Do not rely on CallPerfect for 911 calls outside the United States, as our E911 Notice explains. Do not hide or misstate where your users are in order to get around a limit in this section. We may limit or block use from outside the United States where the law, a phone company we use, or a risk of fraud or misuse requires it.

14. Changes to this policy

We may update this policy from time to time. We post each new version on this page with the date it takes effect. This policy is part of our Terms of Service. Section 22.1 of those Terms explains how changes to this policy are announced and when they apply to you. For a material change, that includes an email to your account administrators, normally before the change applies to you. Where a change is needed urgently, for example to comply with the law or an order, or to deal with fraud, abuse or a security threat, we tell you as soon as we reasonably can.

15. How to contact us

If you have questions about this policy, contact us:

• Mail: CallPerfect, LLC, 4229 Main St, Riverside, CA 92501-3822
• Phone: (855) 494-7373
• Email: support@callperfect.net