Fair Use Policy

Assistable is a shared communications platform. Traffic that one customer sends can affect deliverability, answer rates, and carrier standing for every other customer, so we reserve broad rights to manage traffic on the network.

This policy applies to all accounts, workspaces, agents, phone numbers, campaigns, and channels, whether billed pay-as-you-go or under an enterprise agreement. It works alongside our Acceptable Use Policy at /acceptable-use, which defines prohibited conduct and content, and nothing in this policy limits our rights under that policy or our Terms of Service at /terms.

We do not impose arbitrary caps on legitimate usage. Pay-as-you-go billing means you pay for what you use, and most customers will never notice this policy in practice.

Fair use means usage consistent with legitimate business communication patterns, including:

• Traffic directed to recipients your business has a genuine reason and a lawful basis to contact, including any consent required under laws such as the TCPA.
• Volumes, calling rates, and sending rates that are consistent with your account history and your stated use case.
• Delivery, answer, complaint, and opt-out rates within the ranges typical of compliant business communication.
• Usage that stays within any concurrency, rate, or volume limits that apply to your account.

We monitor aggregate traffic patterns across the platform for signs of abuse, fraud, and degraded network health. This monitoring focuses on operational signals such as volume, velocity, destinations, answer and delivery rates, and complaint and opt-out rates.

We also operate platform-level safeguards, including A2P 10DLC campaign registration, DNC scrubbing, honeypot detection, and KYC review, to keep traffic on the platform compliant and trusted by carriers.

This monitoring is operational in nature. How we handle personal data is described in our Privacy Policy at /privacy and our Data Processing Addendum at /dpa.

To protect the network, other customers, carrier partners, and recipients, we may take any of the following actions at any time, with or without prior notice:

• Throttle or rate-limit traffic from an account, agent, campaign, phone number, or destination.
• Impose, adjust, or reduce concurrency, velocity, and volume limits at any time.
• Queue, delay, or deprioritize traffic during periods of congestion or elevated risk.
• Filter or block traffic to specific destinations, routes, or number ranges.
• Suspend individual phone numbers, campaigns, or agents while leaving the rest of an account active.
• Suspend or terminate an account and cut off traffic entirely.
• Require additional verification, including KYC review, before restoring or expanding service.

The following are examples of patterns that commonly trigger review or protective action. The list is illustrative, not exhaustive.

• Sudden volume spikes that are inconsistent with your account history or your registered campaign.
• Traffic pumping or artificially generated traffic, meaning calls or messages designed to inflate carrier charges rather than reach real recipients.
• International revenue share fraud, including unusual concentrations of traffic to high-cost or high-risk destinations.
• Unusually high failure, complaint, spam-report, or opt-out rates, or traffic caught by honeypot detection.
• Contact attempts against numbers that should have been removed through DNC scrubbing or recorded opt-outs.
• Creating multiple accounts, workspaces, or numbers to circumvent limits, suspensions, or campaign registration requirements.
• Traffic patterns that suggest compromised credentials or an account takeover.

Genuinely high-volume use is welcome on the platform, but it needs to be set up correctly. Sustained high volume may require an enterprise agreement with limits, terms, and support appropriate to the scale of your traffic.

We may require advance notice of large campaigns or significant changes in your traffic patterns so that capacity, campaign registration, and compliance checks are in place before you send. If you are planning high-volume traffic, contact us at [email protected] or through our contact page at /contact before you launch.

Protective action under this policy does not change what you owe. Usage already incurred remains payable, and throttling, suspension, or termination does not waive, credit, or refund fees for usage that occurred before or during the action.

Charges from carriers and other providers that result from your traffic, including traffic later determined to be fraudulent or abusive, may be passed through to your account as described in our Terms of Service at /terms.

We aim to act in proportion to the risk. Where practical, we start with the narrowest effective action, such as rate-limiting a single campaign rather than suspending an account, and we give notice and an opportunity to remediate.

Where the risk to the network, carriers, other customers, or recipients demands it, we act immediately and without prior notice. Decisions under this policy are made at our discretion based on the signals available to us at the time, and we will tell you what happened and what is needed to restore service without undue delay.

If you believe an action was taken in error, contact [email protected] and we will review promptly.

We may update this policy as traffic patterns, carrier requirements, and regulations evolve. We will post the updated version at /fair-use with a new effective date, and we will provide additional notice of material changes as described in our Terms of Service at /terms. Continued use of the platform after changes take effect constitutes acceptance.

This policy is part of the set of documents that govern use of the platform:

• Our Terms of Service at /terms, which govern use of the platform and incorporate our Acceptable Use Policy.
• Our Acceptable Use Policy at /acceptable-use, which defines prohibited conduct and content and of which this policy forms a part.
• Our Privacy Policy at /privacy and Data Processing Addendum at /dpa, which describe how data is handled.
• Our abuse reporting page at /report-abuse, for reporting misuse of the platform.
• Our law enforcement request page at /law-enforcement-request, for requests from government authorities.
• Our trust center at /trust, for more on how we protect the platform.

Questions about this policy, requests to plan high-volume campaigns, and appeals of protective actions can be sent to [email protected] or submitted through our contact page at /contact.