Acceptable Use Policy

This Acceptable Use Policy ("AUP") governs your use of TrunkWave Telecom LLC's communications services. By using our Services, you agree to comply with this AUP. Violations may result in immediate suspension or termination of service, and may expose you to legal liability.

1. Permitted Use Cases

Our Services are intended for legitimate business communications, including:

• Transactional notifications — Order confirmations, shipping updates, account alerts
• Appointment reminders — Healthcare, dental, salon, and service-industry reminders to consented customers
• Two-factor authentication — One-time passwords and identity verification
• Customer support — Inbound support lines, callback services, IVR menus
• Account-related communications — Billing notices, fraud alerts, security warnings
• SIP trunking — Voice termination for PBX systems and contact centers serving consented customers
• Application-to-person messaging — A2P 10DLC registered campaigns with proper consent

2. Prohibited Activities

You may NOT use the Services for any of the following:

2.1 Illegal Communications

• Fraud, scams, phishing, or social engineering
• Identity theft or impersonation of individuals or organizations
• Threats, harassment, stalking, or intimidation
• Distribution of illegal content or services
• Money laundering, terrorism financing, or other financial crimes

2.2 Telecommunications Violations

• Caller ID spoofing — Transmitting misleading or inaccurate caller ID information
• Robocalling without consent — Automated calls to recipients without proper prior express consent under TCPA
• DNC violations — Calling numbers on the National Do Not Call Registry without exemption
• Quiet hours violations — Calling outside permitted hours (typically 8am–9pm in recipient's local time)
• Wireless spam — SMS or voice to mobile numbers without express written consent
• Auto-dialer abuse — Use of ATDS in violation of TCPA without prior consent

2.3 STIR/SHAKEN Violations

• Bypassing STIR/SHAKEN attestation requirements
• Using caller ID numbers not owned or authorized to you
• Submitting calls with knowingly inaccurate attestation levels

2.4 Network Abuse

• Attempting to circumvent rate limits, quotas, or compliance controls
• Resource exhaustion attacks against our infrastructure
• Unauthorized access attempts to our systems
• Reverse engineering of our APIs beyond documented use
• Using the Services to disrupt third-party networks

2.5 Content Violations

• Adult or sexually explicit content to non-consenting recipients
• Hate speech, discrimination, or content targeting protected classes
• Distribution of malware, viruses, or malicious code
• Pyramid schemes, multi-level marketing, or get-rich-quick schemes
• Cryptocurrency or investment-related solicitation without proper licensing

2.6 Brand Abuse

• Impersonating banks, government agencies, courier services, or major brands
• Using TrunkWave's name, logos, or trademarks without authorization
• Trademark infringement of third parties

3. Consent Requirements

You must obtain and maintain documented consent from recipients before initiating communications, where required by applicable law. Specifically:

You must maintain records of consent for at least four (4) years and produce them upon our request or in response to consumer complaints.

4. Honor Opt-Out Requests

You must immediately honor opt-out requests from recipients, including:

• SMS: "STOP," "CANCEL," "END," "QUIT," "UNSUBSCRIBE" must trigger immediate removal
• Voice: Verbal opt-out requests during calls must be honored within reasonable timeframes
• DNC requests: Internal DNC list must be maintained and consulted before each campaign

5. Quality Standards

To maintain network quality, we expect customers to:

• Maintain answer rates above industry averages (avoid pattern of unanswered ringing)
• Keep call abandonment rates below 3% (FCC standard for predictive dialers)
• Avoid sequential or pattern-based calling that triggers spam analytics
• Use realistic call pacing rather than maximum-throughput burst patterns
• Monitor and respond to STIR/SHAKEN attestation downgrades

6. Reporting Abuse

If you become aware of any AUP violation involving our Services — whether by your own organization or by a third party — please report it immediately to [email protected]. Include:

• Date and time of incident (with timezone)
• Affected phone numbers (calling and called party)
• Description of the incident
• Any supporting evidence (audio recordings, screenshots)

We investigate all reports promptly and take appropriate action, which may include warning, suspension, termination, refund denial, and reporting to law enforcement.

7. Enforcement

7.1 Investigation

We may investigate suspected violations using call detail records, message logs, account activity, and third-party complaints. We may suspend service during investigation if continued operation poses material risk.

7.2 Penalties

Consequences for AUP violations include, but are not limited to:

• Written warning and required corrective action
• Throttling of traffic or feature restrictions
• Account suspension pending review
• Account termination with forfeiture of prepaid balance for serious violations
• Reporting to law enforcement and regulatory bodies
• Civil action for damages caused by violations

7.3 No Refunds for Violation-Related Termination

Accounts terminated for AUP violations are not eligible for refunds of prepaid balances. We may also recover damages, including FCC fines passed to TrunkWave as a result of customer activity.

8. Cooperation with Authorities

We cooperate fully with lawful requests from law enforcement, regulators, and courts, including:

• FCC, FTC, and state attorneys general inquiries
• STIR/SHAKEN governance authority requests
• Court-ordered subpoenas, warrants, and discovery requests
• International law enforcement requests through MLAT and similar frameworks

9. Changes to This Policy

We may update this AUP to reflect changes in regulations, industry practices, or service offerings. Material changes will be communicated to active customers at least 30 days in advance. Your continued use of Services constitutes acceptance of the updated AUP.

10. Contact

For AUP-related questions or to report violations:

TrunkWave Telecom LLC
Wyoming, United States
General: [email protected]
Abuse: [email protected]