Acceptable Use Policy (AUP)

Effective Date: July 11, 2025

Scope: This Acceptable Use Policy applies to all enterprise customers (“Customer”) using TrunkIQ’s voice, SMS/MMS messaging, and related telecommunication services (“Services”). By using the Services, Customer agrees to adhere to this AUP. The policy below outlines the obligations for lawful and responsible use of TrunkIQ Services, and the restrictions and enforcement actions in place to protect network integrity, comply with laws, and prevent abuse. Customers are responsible for ensuring that any end-users (e.g. employees, clients) utilizing TrunkIQ Services through their account also comply with this AUP.

1. Lawful Use and Regulatory Compliance

• Compliance with Laws: Customer shall use TrunkIQ Services only for lawful purposes and in compliance with all applicable local, state, national, and international laws and regulations. This includes (but is not limited to) telecommunications laws, privacy and data protection laws, consumer protection and telemarketing regulations, export control laws, and any regulations governing the content and timing of communications. The Services may not be used to violate any law or others’ rights, or to further any fraudulent, harmful, or deceptive activities.
• Caller ID Integrity (No Spoofing): Customer must not falsify or misrepresent the identity of calls or messages. Any practice of manipulating caller identification information (CLI) or user identity to deceive or defraud is strictly prohibited. In particular, creating or transmitting a false Caller ID (caller identification spoofing) or using a number as Caller ID that the Customer is not authorized to use is forbidden. Caller Name (CNAM) information or caller identification provided by Customer must be accurate and not misleading or fraudulent. All call signaling and identification must comply with applicable truth-in-caller-ID laws and regulations (e.g., the FCC’s Truth in Caller ID Act in the U.S.).
• STIR/SHAKEN Call Authentication: Customer is required to support and implement the STIR/SHAKEN caller ID authentication framework for IP-based voice calls, as applicable. This industry-standard framework (Secure Telephony Identity Revisited / Signature-based Handling of Asserted information using toKENs) is mandated by regulators (e.g., FCC in the U.S.) to combat illegal robocalls and spoofing. Customer may receive a certain attestation level for outbound calls (A, B, or C attestation) based on their relationship to the phone numbers used. Customer shall not take any action to bypass or undermine STIR/SHAKEN. All outbound calls using North American numbers must be authenticated with valid identity headers when required. Failure to authenticate call traffic as required by law or regulation is a violation of this AUP.
• Know-Your-Customer and Traceback Cooperation: Customer agrees to cooperate with TrunkIQ and relevant authorities in efforts to trace and terminate illegal communications. If TrunkIQ, law enforcement, or the Industry Traceback Group (ITG) initiates a traceback request or inquiry regarding calls or messages sent through the Customer’s account, the Customer must respond promptly (generally within 24 hours or a timeframe specified by the requesting authority) with complete and accurate information. This includes providing information about the source of the traffic and any end-user clients if the Customer is reselling services. Customer’s timely cooperation with industry traceback efforts (such as those led by the ITG) is mandatory, and participation in such efforts is a condition of service. TrunkIQ may request information or audits to confirm Customer’s compliance (e.g. verifying end-user identities associated with calls); Customer shall comply with such requests within the stipulated time frame.
• Robocall Mitigation and Evolving Regulations: The Customer must actively prevent and eliminate unlawful robocalls and spam from their use of TrunkIQ Services. By using the Services, Customer certifies that it has implemented effective measures to know its end-users and prevent usage of the Services for illegal calls. If Customer is itself a voice service provider or is initiating calls that use North American telephone numbers, Customer represents that it (if required by regulation) has registered in the appropriate databases such as the FCC’s Robocall Mitigation Database and is compliant with any robocall mitigation program rules. Customer also agrees to adapt to new industry or regulatory requirements aimed at stopping illegal calling practices. TrunkIQ may from time to time impose additional reasonable requirements or policies (for example, new call signing protocols, labeling requirements, or traffic vetting processes) to comply with laws or industry best practices. Customer agrees to implement and adhere to any such updated practices or requirements and to cooperate with TrunkIQ in good faith to combat illegal robocalling, spoofing, and unsolicited texting.
• Telemarketing and Consent Requirements: If Customer uses TrunkIQ Services for telemarketing, autodialing, mass texting, or any communications that are regulated (such as those to residential lines, mobile phones, or fax machines in the U.S.), Customer must comply with all consent and content requirements under laws like the U.S. Telephone Consumer Protection Act (TCPA), CAN-SPAM Act, Telemarketing Sales Rule, and any analogous state or international laws. This includes obtaining any required prior express consent (or prior express written consent for certain telemarketing, as required) from recipients before calling or texting them using automated systems or prerecorded messages. Customer is solely responsible for honoring do-not-call (DNC) requests and opt-out requests from recipients. Unsolicited calls or texts to parties without proper consent, especially for marketing purposes, are prohibited. The use of autodialers or predictive dialers must also conform to legal restrictions (for example, no autodialed calls or texts to wireless numbers in the U.S. without consent, except for emergency purposes or other exceptions allowed by law). Customer may not use TrunkIQ Services to send unsolicited mass communications (spam), to initiate illegal robocalls, or to contact any party that has not given the requisite consent. Violation of telemarketing laws or sending of spam is grounds for immediate suspension of service. The Customer will indemnify TrunkIQ for any fines or legal penalties incurred due to the Customer’s unlawful telemarketing or messaging practices.
• Prohibited Content and Activities: Under no circumstances may the Customer use TrunkIQ Services to transmit content or engage in activities that are: illegal, fraudulent, harmful, defamatory, obscene, harassing, or otherwise objectionable. This includes, but is not limited to: calls or messages that involve fraudulent schemes, scams, false investment or “get-rich-quick” opportunities, misinformation intended to cause harm, impersonation of others (except as allowed for legitimate business caller ID with proper authorization), or content that is likely to incite violence or discrimination. Customers must not use the Services to infringe on intellectual property rights or privacy rights of others, to transmit child exploitation material, hate speech, or any content that is prohibited by law. Even if certain content might be lawful in some jurisdictions, TrunkIQ reserves the right to prohibit content that is highly objectionable or that could harm our reputation or the telecom network. For example, TrunkIQ’s policies (in line with industry standards) prohibit sending content related to illicit drugs or federally controlled substances, certain adult content, and other sensitive categories over SMS or voice if such content would violate carrier content rules or public decency standards. Customers are also forbidden from using the Service in any way that would violate the acceptable use policies of underlying network providers that TrunkIQ uses, or that would cause TrunkIQ to be in violation of any regulatory obligations.
• Jurisdictional Restrictions: Customer is responsible for understanding and obeying the telecommunications and content laws in each jurisdiction called or messaged. If Customer uses TrunkIQ’s Services in a country or to contact recipients in a country, the Customer must ensure compliance with that country’s laws (for example, usage of numbering resources, registration of traffic with regulators, local content restrictions, etc.). If Customer is located outside the United States or is contacting end users outside the United States, Customer bears the risk and responsibility for any legal violations in those jurisdictions. TrunkIQ may restrict or block service in certain countries or regions if required by law or if we determine the risk of legal violations or fraud is too high.

2. Emergency Calling (911/E911) Limitations

• VoIP 911 Service Overview: TrunkIQ provides access to emergency calling (e.g., 911 in the U.S. and Canada, 999/112 in some other jurisdictions) as a feature of its VoIP (Voice over IP) Services, but VoIP emergency calling has important limitations compared to traditional landline or cellular 911. The Customer acknowledges that calls to emergency services via TrunkIQ’s VoIP service may not function exactly the same as calls from a traditional telephone network. For example, VoIP 911 calls might not automatically transmit accurate location information to the dispatcher, or they may be routed to a national emergency call center instead of the nearest Public Safety Answering Point (PSAP) in some cases. The Customer is obligated to inform all persons who may use the TrunkIQ Service (e.g., employees, contractors, or other end-users) of the potential limitations of the VoIP emergency calling capabilities. This includes notifying users that if they dial 9-1-1 (or other local emergency number) using the VoIP service, the call may not provide automatic location or callback information, and could be delayed, misrouted, or fail due to those limitations. TrunkIQ strongly recommends that Customers provide alternative means of accessing emergency services (such as a traditional landline or cellular phone) and communicate this to all end-users.
• Registered Location Requirement: Customer must register a valid physical address (Registered Location) for each phone number or device using TrunkIQ’s outbound VoIP service that might call emergency services, and update this information whenever the device’s location changes. The address provided is typically used to route 911 calls to the appropriate emergency center and to assist emergency responders. The Customer is responsible for ensuring the accuracy and currency of this address information. If the device is moved to a new address or used in a nomadic capacity (e.g., a VoIP phone used at different offices or at home), the Customer must immediately update the registered location with TrunkIQ. Failure to provide and update an accurate physical address can result in emergency calls being routed to the wrong PSAP or emergency dispatcher (for example, 911 calls could go to a PSAP that does not correspond to the caller’s actual location). Neither TrunkIQ nor the emergency service operators will assume that a user’s address is the same as the billing address on file; it is the Customer’s duty to explicitly register the correct address for each device/user. The Customer should test the emergency dialing functionality upon activation and after any location change (where test numbers like 933 are available for E911 verification) to confirm that the correct address is on file.
• User Notification and Equipment Labeling: Because of the above limitations, the Customer must inform all end-users of the TrunkIQ VoIP service about the nature and limitations of VoIP emergency calls. It is strongly recommended (and may be required by law or FCC regulation) that the Customer places a warning label or sticker on or near each VoIP phone/device indicating that “Emergency 911 service may be limited or not available via this device. In case of emergency, use a landline or cellular phone if possible.”. For softphone users or others, electronic notices (e.g., on-screen pop-up or training materials) should likewise explain the 911 differences. The Customer should distribute documentation or training to its staff about how to make an emergency call on the system and any steps that need to be taken (for example, needing to provide their location and callback number to the dispatcher verbally).
• Emergency Call Limitations and End-User Responsibilities: When a VoIP 911 call is placed, it will ordinarily be routed to the local PSAP serving the Registered Location and the call taker may see the phone number and Registered Location address of the caller. However, there are several scenarios where the emergency call may be impaired:
  • If the 911 call is made from a VoIP endpoint that is not at the Registered Location or the address is outdated, the call may reach the wrong PSAP or emergency call center and emergency responders may be dispatched to an old or incorrect address.
  • If the call disconnects or the user cannot speak, the emergency dispatcher may not have accurate location or call-back information to get help to the caller.
  • Text-to-911 is not supported via TrunkIQ’s SMS or messaging services (SMS messages sent to “911” will not reach emergency services). Users must place a voice call to reach 911.
  • Cloud PBX or Off-Premises Use: If the Customer’s PBX or phone system is not located at the same address as the phone (for instance, a cloud PBX or a user working remotely), the system may transmit the main office address or no address at all if not configured properly. In such cases, the caller must be prepared to immediately inform the dispatcher of their actual location and phone number. TrunkIQ recommends that for any user who works remotely or moves locations, the Customer update the Registered Location or provide those users with an alternate means to call 911.
  • Device or Application Limitations: If using TrunkIQ’s service via a software application (softphone on a laptop or smartphone, etc.), note that calls to 911 may not function if the user is not logged in, the application is not active, or if the user is out of network coverage. Additionally, calls to 911 from a TrunkIQ softphone on a mobile device will not automatically route through the device’s cellular service – it will attempt the VoIP call, which has the above limitations.
  • Power/Internet Outages: The Customer understands that VoIP 911 will NOT work if the internet connection or power is down. Unlike traditional phone lines that can power a phone, VoIP phones and ATAs require external power and broadband internet. In the event of a power failure, network outage, or even heavy network congestion, the emergency dialing functionality may be disrupted. When service is restored, the equipment may need to reboot or re-register before 911 calling works again. The Customer should have backup power (like an uninterruptible power supply) for their network equipment and/or an alternate telephone service for use during outages.
  • Network Configuration: If the Customer or its agents make changes to call routing, caller ID settings, or PBX configuration, it could inadvertently affect 911 calls (e.g., sending the wrong caller ID or intercepting 911 calls). No configuration changes should be made that would block or alter 911 call routing. If the Customer uses outbound dialing rules on a PBX, ensure that “911” (and equivalent emergency numbers) are directly routed to TrunkIQ without delay or interception.
  • Mobile or Nomadic Use: If a user of the service initiates a 911 call from outside the country or outside the area of their Registered Location (e.g., a user taking a VoIP phone on travel abroad), the emergency call may not work at all, or may reach an emergency call center that cannot dispatch local help. TrunkIQ’s 911 service is intended for use within the country where the number is provided (for instance, U.S. numbers for U.S. emergency services). Calling 911 from outside the U.S. will generally connect the user to a U.S. emergency center that cannot dispatch international responders. The Customer agrees to inform users that VoIP 911 will not function properly outside the home country.
• Customer’s Duty to Inform and Indemnification: The Customer must notify all potential users (employees, contractors, guests, etc. using the phones) about the nature of VoIP 911 and the need to keep the Registered Location updated. This includes providing new users with an emergency calling disclosure and updating any corporate emergency response plans to account for VoIP. In some jurisdictions, businesses are required by law to inform employees of 911 limitations in writing—Customer is responsible for compliance with any such laws. Customer assumes all responsibility for use of the Service to place emergency calls. TrunkIQ will endeavor to provide reliable access to emergency services, but due to the above limitations, TrunkIQ cannot guarantee that 911 calls will be successful or that the correct emergency response will result. To the fullest extent allowed by law, TrunkIQ disclaims any liability for damages resulting from a 911 call failure or misrouting (for example, if emergency responders are delayed or dispatch to the wrong address) and the Customer agrees to hold TrunkIQ harmless for any such issues, acknowledging that the Customer’s own alerting and backup measures are critical. If the Customer or its end-users misuse 911 (e.g., false or prank calls to 911 or “test” calls without informing the PSAP), the Customer will be responsible for any fines or fees assessed by authorities due to such misuse.

3. Messaging (SMS/MMS) and Content Policy

TrunkIQ’s messaging services (including SMS, MMS, and any other text messaging or messaging API services) must be used in accordance with this AUP and all applicable carrier and industry guidelines. The following rules apply specifically to messaging:

• A2P vs. P2P Messaging – Classification: TrunkIQ differentiates between Application-to-Person (A2P) messaging and Person-to-Person (P2P) messaging. P2P (peer-to-peer) messaging refers to typical two-way personal communications between individuals, usually characterized by low volume, conversational exchange. A2P messaging refers to messages sent from an application, organization, or business to an individual, often in higher volume or one-to-many scenarios (examples include marketing campaigns, one-time passwords, appointment reminders, alerts, etc.). Virtually all business or organizational messaging traffic is considered A2P by default. Customers must use the appropriate messaging channels for their traffic – for instance, if sending bulk or automated messages, you may be required to use a registered A2P route (such as 10DLC long codes in the U.S., short codes, or toll-free numbers) in compliance with carrier rules. Mischaracterizing A2P traffic as P2P (for example, spreading messages across many individual numbers to evade A2P rules) is a violation of this policy and is considered an attempt to evade carrier filters.
• Consent (“Opt-In”) Requirements: Customers must obtain the recipient’s consent before sending any A2P message. Consent means the recipient has knowingly agreed to receive your communication – for example, by signing up via a web form, texting a keyword to your number, or giving written permission. You should not send any automated or bulk messages to an individual who has not explicitly opted in to your messaging program. Customer is responsible for retaining proof of consent for all contacts (e.g., signup records, forms, logs of opt-in messages) as required by law or best practices. The consent must be specific to the type of messages you will send; you may not send a user messages about subjects or from brands they did not agree to. (For instance, an end-user who opts in for account notifications should not suddenly receive marketing texts unless they separately consented to marketing.) If a long period has elapsed since obtaining consent, best practice is to reconfirm consent with the user in your first message or periodically, because phone numbers can be recycled or the user may forget their opt-in. Consent is the cornerstone of lawful messaging, and it’s the Customer’s obligation to ensure each recipient has given the appropriate level of permission as defined by laws and industry guidelines.
• Identification of Sender: Every A2P message sent through TrunkIQ must clearly identify the sender (the business, organization, or individual on whose behalf the message is sent), except perhaps in a conversational reply where the context is already established. Typically, the message should include the brand or business name at the start or within the content, so the recipient is not misled about who is contacting them. This is both a legal requirement in many cases and an industry best practice. (E.g., “Acme: Your code is 123456” or “Thank you for using Acme Services. Reply STOP to opt out.”) Failing to identify the sender may lead to the messages being considered spam by recipients or carriers and is not allowed.
• Opt-Out (“Stop”) Mechanism: Customers must include a clear opt-out instruction in the initial message sent to any recipient, and must always honor opt-out requests. In the U.S. and many other jurisdictions, it is standard that messages (especially marketing or recurring messages) include language such as “Text STOP to unsubscribe”. TrunkIQ requires that if a recipient texts back a common opt-out keyword like “STOP”, “UNSUBSCRIBE”, “CANCEL”, “END”, or “QUIT”, the Customer’s application will recognize that as a request to opt-out and cease messaging that individual. The Customer may send a one-time confirmation reply to acknowledge the opt-out, such as “You have been unsubscribed and will no longer receive messages,” but no further messages may be sent after that (unless the user later opts in again). This opt-out process must be automated and free of charge to the end-user (beyond standard message/SMS rates). Additionally, if an end-user requests to opt-out through another method (for example, verbally or via customer service, or by emailing that they no longer want texts), the Customer should promptly remove that number from their distribution list to prevent future messages. Customers must keep track of and respect all opt-out (stop) requests and are responsible for ensuring no messages are sent to opted-out numbers. Failure to implement and honor opt-outs is a serious violation and may result in suspension of messaging services.
• No Spam or Unwanted Messaging: Bulk unsolicited messaging is strictly prohibited. Customer shall not use the Service to send any unsolicited commercial text messages or mass texts to individuals who have not consented (no “SMS spam”). Even non-commercial messages (such as political or informational campaigns) must not be sent en masse without proper opt-in from recipients. The Service also may not be used to **send messages to any individual who has indicated a desire to stop receiving messages (via any medium). In short, if someone didn’t ask for your messages, don’t send them, and if they ask you to stop, you must stop. TrunkIQ and our carrier partners monitor for spam and unwanted messaging, and if your message traffic generates excessive complaints, exhibits spam-like patterns, or violates any anti-spam laws (like CAN-SPAM for SMS or similar consumer protection statutes), your messaging capabilities can be suspended or terminated immediately. Do not attempt to circumvent spam filters or messaging rules by techniques such as “snowshoeing” (spreading traffic over many numbers to dilute volume) or deliberate misspelling of forbidden terms; such evasion tactics are also prohibited. TrunkIQ and carriers employ spam detection, and messages that attempt to evade filters (e.g., using odd spellings to bypass keyword blocks, or using multiple long codes to send substantially similar messages) are against this AUP and will be filtered or blocked.
• Prohibited Message Content: Customer may not transmit any content via SMS/MMS that is illegal, abusive, or prohibited. This includes, but is not limited to:
  • Illegal Content: Any content that facilitates or promotes illegal activities is forbidden. For example, messages facilitating the sale of controlled substances, promoting illegal online pharmacies, or offering illicit services are not allowed. (Even if certain activities like marijuana sales are legal under some state laws, they remain illegal federally in the U.S., and carriers do not permit cannabis-related messaging on their networks. Similarly, prescription medication offers are prohibited via text unless explicitly allowed by law.)
  • Hate, Harassment, or Violence: TrunkIQ will not tolerate messages that contain hate speech, discriminatory language, harassment, or threats. Any content that is excessively violent, or that encourages violence or harm to individuals or groups, is banned.
  • Fraudulent or Deceptive Messages: You must not send texts that attempt to defraud the recipient, such as scam prize notifications, phishing attempts (posing as a bank or authority to trick users into revealing personal info), or impersonating someone without authorization. Phishing and spoofing via text are strictly prohibited.
  • Obscene or Pornographic Content: The use of TrunkIQ messaging to send obscene material, pornography, or sexually explicit content without the recipient’s prior consent and age verification (and outside of permitted contexts) is not allowed. Explicit adult content typically violates carrier content rules unless sent on specific approved short codes with age gating. Never send adult content to someone who has not affirmatively consented to receive it.
  • Malware or Harmful Links: Messages containing malicious links, viruses, malware, or attempts to compromise a user’s device or personal data are strictly forbidden. Do not include URLs that are known to be used for spam or fraud. Be aware that carriers often block messages with URL shorteners, so use of generic public URL shorteners (like bit.ly or tinyurl) is discouraged. If you need to send links, use trustworthy domains and consider custom short domains.
  • Sensitive Categories: If the Customer sends messages in sensitive verticals like firearms, tobacco, alcohol, gambling, or adult entertainment, there are additional requirements. Customer must ensure that no messages are sent to any recipient under the legal age (for example, no alcohol-related texts to minors) and that all content complies with all laws and regulations in the recipient’s jurisdiction. For example, a gambling-related promotion must only go to people in regions where that gambling is legal and who have opted in. Appropriate age-gating and geographic restrictions must be in place for these categories. In many cases, such content will also require specific carrier approval or dedicated short codes – sending it without adhering to those industry rules violates this AUP.
  • Copyright or Intellectual Property Violations: Do not send content that infringes on copyrights, trademarks, or other IP rights of others unless you have permission. For example, mass-texting a PDF of a copyrighted e-book to a list of people would violate IP law and this AUP.
  • Any content prohibited by carriers or aggregators: Carriers publish messaging guidelines (such as the CTIA Messaging Principles & Best Practices). Content that typically results in carrier blocking – like SHAFT content (sex, hate, alcohol, firearms, tobacco) without proper controls, or high-risk financial promotions – should be avoided or only sent in compliance with those guidelines. Customer should familiarize themselves with the CTIA and GSMA guidelines for A2P messaging.

Even if a particular message might technically be legal, TrunkIQ reserves the right to block or filter messages that we determine, in our sole discretion, are harmful or could result in our platform being flagged as a source of spam/abuse. Twilio’s Messaging Policy (which TrunkIQ aligns with) explicitly prohibits content that is illegal, harmful, unwanted, or otherwise poses a threat to the public or to the messaging ecosystem. Examples given include fraudulent messages, malicious content, and content evading filters. TrunkIQ upholds similar standards.

• Message Volume and Frequency: Customers should adhere to any volume and throughput limits established in their service agreement or by industry norms (for example, long-code A2P messaging in the U.S. via 10DLC has throughput limits based on campaign type). Overloading the network with very high message send rates without proper provisioning can lead to filtering. Additionally, respect reasonable sending hours and frequency – e.g., do not repeatedly message users in a manner that could be seen as harassing (such as high-frequency automated texts in the middle of the night, unless it’s an emergency alert or user-requested situation). If a user has opted in, the messaging should still align with what they consented to (for example, if they signed up for weekly notifications, don’t suddenly send them five messages per day).
• Avoiding Carrier Filters: Any attempt to bypass or trick carrier spam/messaging filters is a violation of this AUP. This includes techniques like using look-alike Unicode characters to mask forbidden words, segmenting a disallowed message across multiple parts, or using multiple sender IDs to spread out traffic (snowshoeing). Carriers employ sophisticated monitoring; if they detect such evasion, they will block messages and potentially terminate numbers or campaigns. TrunkIQ actively cooperates with carriers to prevent unwanted traffic, so we treat filter evasion attempts seriously. If you are unsure whether your use case or content is allowed, please contact TrunkIQ support before sending, rather than attempting to hide the nature of the traffic.
• A2P Campaign Registration (10DLC): (This item applies primarily to U.S. messaging.) If Customer is sending A2P messages using long codes in the U.S., carriers require that such traffic be registered (10DLC campaign registration) with details of the use case, sample messages, opt-in method, etc. TrunkIQ can facilitate this process. Customer must accurately provide all required information for campaign registration and must not send messages outside the scope of the registered campaign. Unregistered A2P traffic on long codes is likely to be blocked by carriers. Similarly, for short codes or toll-free messaging, carriers often have specific rules and approval processes. The Customer agrees to comply with any such processes (e.g., content approval for short codes, or abiding by daily limits on toll-free if applicable) and understands that failure to do so can result in carrier filtering or code suspension.
• Messaging Rate Limits and Reactions: Carriers and TrunkIQ may impose throttling on message throughput to ensure network health. If the Customer’s messaging generates excessive failures (e.g., hitting non-existent numbers, or many spam complaints), TrunkIQ may temporarily block some traffic or require the Customer to address the issue. For example, maintaining list hygiene (removing numbers that consistently fail or bounce) is the Customer’s responsibility. Continuously attempting to message numbers that return errors can lead to your account being flagged.
• Monitoring and Compliance: TrunkIQ or its partners may monitor outbound messages (using automated systems) for compliance and spam detection. By using the Service, Customer consents to such monitoring to the extent needed to ensure compliance (TrunkIQ will handle any personal data in accordance with privacy laws during this process). If TrunkIQ contacts the Customer with a request to modify messaging practices (for example, to lower volume, change wording, or stop sending certain content) due to detected issues, the Customer must promptly comply. The goal is to maintain a clean messaging ecosystem; we will work in good faith with Customers to correct any issues, but we reserve the right to suspend messaging capabilities or phone numbers that are violating this policy or causing carrier complaints.

4. Number Assignment and Usage Restrictions

TrunkIQ may provide the Customer with telephone numbers (DIDs – Direct Inward Dial numbers, toll-free numbers, short codes, etc.) for use with the Services. The following rules govern number usage:

• Number Ownership: All telephone numbers provided by TrunkIQ remain the property of TrunkIQ or its suppliers until properly ported out. The Customer has a right to use the numbers as long as the account is active and in good standing, but does not “own” the number in absolute terms. Upon termination of service, or if a number must be reclaimed due to regulation or carrier requirement, TrunkIQ reserves the right to reassign or discontinue the number. (TrunkIQ will follow applicable regulations for number porting if Customer requests to transfer numbers to another provider.)
• Accurate Use of Numbers / CLI: Customer must use numbers in a manner that is consistent with their designated purpose and geographical assignment. For example, local geographic numbers should generally be used for users or services in that region, and toll-free numbers should be used for nationwide inbound services. Using a number as the Caller ID (CLI) on a call that is being delivered by another provider requires TrunkIQ’s prior written consent (this is to prevent CLI conflicts and ensure regulatory compliance). Similarly, if the Customer is forwarding or diverting calls, the presentation of CLI must follow regulatory guidelines (e.g., respecting Caller ID blocking if the caller opted out, and only displaying numbers the Customer is authorized to use). Numbers provided by TrunkIQ should not be used with third-party services in a manner that violates those services’ policies or causes calls to appear to originate elsewhere without permission.
• Toll-Free Numbers – Inbound Only & Restrictions: Toll-Free numbers (e.g., 800, 888, 877, 866, 855, 844, 833 in North America, or 0800/0808 in other countries) are intended for inbound calling where the calling party is not charged. The Customer shall not use any toll-free number in a manner that charges the calling party or the originating line for the call. By law, toll-free services cannot be used to forward a caller to a pay-per-call or premium rate service that would bill the caller. For example, it is forbidden to advertise a toll-free number that, when dialed, immediately connects the caller to a 900-number or other premium service which charges them, or to otherwise trick a caller into accepting charges via a toll-free call. Collect Call Prohibition: Toll-free numbers must not be used to accept collect calls or operator-assisted calls where the toll-free subscriber (Customer) would be asked to accept charges on behalf of the original caller; toll-free is for incoming free-to-caller traffic only. No Toll-Free Callback Schemes: The Customer may not use toll-free numbers to engage in “callback” schemes (e.g., where a person is prompted to dial a toll-free number to then be called back by a premium number). Regulations (47 C.F.R. § 64.1504 in the U.S.) explicitly prohibit using toll-free numbers in ways that result in the calling party being charged for information or being called back collect. TrunkIQ will enforce these rules by terminating or reassigning toll-free numbers used in violation. Additionally, outbound calling or texting using a toll-free number as the caller ID is only allowed when explicitly supported (for instance, text-enabling toll-free requires adherence to carrier rules, and outbound voice calls from a toll-free to the U.S. or Canada are allowed only to the extent the platform supports it for specific use-cases; toll-free should not be used as a generic outbound caller ID to other countries). Toll-Free SMS is available (in the U.S./Canada) but requires following the same content rules and opt-in requirements as other A2P messaging.
• Shared Cost and UIFN Numbers: If TrunkIQ provides “shared cost” numbers (numbers where the cost of the call is split between caller and receiver, used in some countries) or UIFN (Universal International Freephone Numbers), the Customer must use them in accordance with the specific rules of those number types. Typically, shared cost numbers (like certain 084 or 085 numbers in Europe) cannot be targeted to generate revenue from excessive call durations or used to circumvent toll-free restrictions. UIFNs are international toll-free numbers and should be treated similarly to domestic toll-free: only for inbound calls, not for causing any caller charges beyond normal dialing. The Customer should inquire about any special limitations at time of obtaining such numbers. Misuse (for example, using a UIFN to indirectly provide a premium service) is prohibited.
• Direct Inward Dial (DID) / Geographic Numbers: Customer may use local DIDs for voice calling and fax as intended, but must not use them for prohibited purposes. The following uses are not allowed without explicit written permission from TrunkIQ:
  • Calling Card Platforms: Using DIDs as access numbers for calling card services or callback services where end-users dial the number, get a secondary dial-tone, and make an outbound call. Unless TrunkIQ has given explicit consent and such use is legal in the number’s jurisdiction, this is prohibited. For example, before using a number for calling card purposes, Customer must consult TrunkIQ to determine if it’s allowed for that country/area.
  • Call-Back Applications: So-called “call-back” or “collect call-back” applications (where a hang-up triggers a return call) are not permitted. Voice Services shall not be used for call-back applications or any application that primarily uses signaling tricks instead of actual answered calls. This includes schemes where a number is dialed and deliberately not answered (so the caller isn’t billed), but then triggers an automatic call to the caller from another system. These practices are often used to avoid charges or engage in traffic pumping and are disallowed. If TrunkIQ incurs any costs or penalties due to Customer’s unauthorized call-back usage, those costs will be passed on to Customer in full.
  • International Revenue Share / Traffic Pumping: Customer must not use DIDs to intentionally generate traffic pumping or access stimulation. This means you cannot, for instance, set up numbers that generate high volumes of short-duration or looping calls for the purpose of inflating call traffic to gain revenue (whether from us or other carriers). Engaging in artificially inflating traffic to high-cost destinations, chat lines, conference lines, or similar schemes violates this AUP.
  • Resale of Numbers: The Customer is not permitted to resell or sub-assign TrunkIQ-provided numbers to third parties who are not end-users of the Customer’s services, without TrunkIQ’s consent. In other words, you can assign numbers to your own end-user clients if you’re a service provider, but you cannot act as a telephone number reseller outside of providing them as part of the TrunkIQ Service. All end use of numbers must be under the oversight of the Customer and in compliance with this AUP.
  • Exceeding Capacity / Multi-tenant abuse: Using a single residential DID for multiple simultaneous calls (e.g., running a mini-call center on what is supposed to be a single line) or otherwise overloading numbering resources beyond their intended use is not allowed unless by prior arrangement. For instance, using one phone number as an ingress point for dozens of concurrent calls via PBX is not “normal” use and may trigger investigation under our fraud and abuse detection.
• Proper Use of Outbound Caller ID: When making outbound calls through TrunkIQ, Customer must comply with all caller ID rules: do not transmit misleading caller ID information. You should send a valid number where you can be reached or that is assigned to you. Never transmit emergency numbers (like 911) as your outbound caller ID. Do not use premium-rate numbers as Caller ID. If using a TrunkIQ number as caller ID while the call itself egresses another network, you must have permission (as noted above), and you must ensure that call is properly signed/authenticated to avoid STIR/SHAKEN attestation issues.
• No Inappropriate Caller ID Usage: Customer may not use the Service to generate autodialed calls with random or sequential caller ID numbers, a practice often associated with unlawful spoofing and robocalling. This falls under no-spoofing, but we emphasize it here: tactics like “neighbor spoofing” (rotating caller IDs to match the area code/prefix of the party being called) are heavily scrutinized by regulators and are not allowed on TrunkIQ’s network.
• Emergency Services on DIDs: If the Customer is using DIDs for outbound calling, the Customer must ensure those DIDs have E911 service enabled (if in North America) and assign Registered Locations per Section 2 of this AUP. If any DID is used from a location for which emergency calling is not configured or supported, the Customer should not use that DID to call emergency numbers.
• Specific Country Number Restrictions: Some countries have unique rules for number usage (for example, certain countries forbid using a mobile number for telemarketing, or require local address presence to assign a number). When TrunkIQ provides numbers in non-US jurisdictions, we will inform the Customer of any such restrictions. The Customer must adhere to any country-specific number usage conditions – e.g., providing required documentation for number activation, using numbers only in-region if mandated, not using certain numbers for outbound if it’s not allowed, etc. Using a number outside those conditions can lead to immediate reclaim by the carrier or regulator.
• Audit and Reclamation: TrunkIQ reserves the right to audit the Customer’s use of numbering resources. If we discover numbers assigned to Customer are not being used in compliance with this AUP or applicable rules, we may reclaim those numbers or require corrective action. For example, if a toll-free number is found being used for outbound “spam” calling, we may remove it from service. We will attempt to provide notice and work with the Customer in such cases, but in egregious or urgent cases we may reclaim immediately to protect the network or comply with law.

5. Voice Traffic Quality and Utilization Standards

To ensure a high-quality network and to prevent abusive calling patterns (such as those associated with robocalling or war dialing), TrunkIQ imposes certain traffic quality standards on voice calls:

• Answer-Seizure Ratio (ASR) / Call Completion Rate: Customer should maintain a reasonable ASR (the percentage of call attempts that are answered) for their outbound calls. Very low call completion rates are often a sign of problematic calling (e.g., calling huge lists of numbers where most are invalid or not answering). While acceptable ASR can vary by use case and destination, as a benchmark, legitimate traffic typically has a high completion rate. For instance, Network Efficiency Ratio (NER, similar to ASR but excluding user busy/unavailable) for quality traffic is often above 90%. If the Customer’s traffic shows an extremely low ASR/NER (especially near zero), this indicates the calls are largely unwanted or going to unassigned numbers, which is not acceptable. TrunkIQ may contact Customer or take action if ASR is far below industry norms, as this can impact carrier relations and likely means the calling data or methods are improper. The Customer should ensure phone number lists are regularly cleaned (invalid or unallocated numbers removed) and that they are targeting recipients likely to answer (with consent as per Section 1).
• Average Call Duration (ACD): Customer’s Average Call Duration should be in line with normal human conversation or legitimate call purposes. If the average call length is extremely short (a few seconds on average), it strongly suggests that calls are being prematurely terminated – often a hallmark of robocalls that get hung up, or calls that hit mostly answering machines and disconnect. For example, an average call duration of 3 minutes is considered normal, 1 minute may be borderline acceptable depending on context, but an average of ~10 seconds is a clear sign of unacceptable traffic quality. If Customer’s ACD is very low (on the order of only seconds), TrunkIQ will treat this as a violation of the AUP because it indicates either abusive short calls or technical issues causing mass call drops. The Customer is expected to monitor their call durations. In call scenarios like call centers, some short calls are normal, but there should also be many longer calls; if virtually all calls are short, that’s a problem.
• Short Duration Call Percentage (SDP): In addition to average, we look at the percentage of calls that are very short (so-called short duration calls, often defined as calls under 6 seconds or under a certain threshold). If a high percentage of the Customer’s calls are only a few seconds long, this is considered an abnormal traffic pattern and likely violative. For example, if more than, say, 10% of total calls are under 6 seconds (a “single-digit percentage” of short calls is expected; higher can be a red flag), it implies a potential issue. Many carriers and interconnect partners impose fees or penalties for excessive short calls because they suspect churn-and-burn dialing or inefficiencies. TrunkIQ reserves the right to surcharge short duration calls or take action if short call ratios are excessive. In particular, TrunkIQ may charge an additional fee for calls under a certain duration if the volume is high, or count them differently for billing, especially if required by our underlying carriers. For instance, if Customer is making thousands of calls with durations under 10 seconds, TrunkIQ may apply a per-call charge (as some carriers do, e.g., $0.0055 per call under 10 seconds as seen in certain carrier AUPs) to cover the network costs of setup. This is in addition to possible suspension of such traffic if it continues.
• Call Completion and Answer Rate Targets: While TrunkIQ doesn’t set specific numeric thresholds in this document (because acceptable metrics can vary by campaign or industry), we expect Customers to strive for high call answer rates and meaningful call durations typical of legitimate use. Auto-dialing that results in mass no-answers or answering machine hangups will quickly degrade these metrics and is not allowed at scale. If you are running a predictive dialer, ensure it’s properly tuned to avoid excessive abandoned calls (and comply with abandonment rate laws). If TrunkIQ identifies that over a sustained period the Customer’s traffic has, for example, an ASR far below normal (e.g., <20%) or an ACD far below normal (e.g., <20 seconds) or SDR (short call ratio) above normal (e.g., >10–15%), we will consider this a breach of the AUP and potentially indicative of prohibited robocall activity. We will reach out with a warning and request improvement, but we may also concurrently begin mitigating measures (like rate limiting or blocking certain calls) to protect our network and comply with robocall mitigation practices.
• International Call Quality: For international termination, note that extremely low ASR/ACD can also indicate hitting invalid numbers or persistent routing to congested destinations. If Customer is dialing lists of international numbers and seeing low quality, verify the numbers’ validity. TrunkIQ may block traffic to specific international destinations if the traffic is failing frequently, as it may indicate fraud (for example, sequential dialing of many unassigned numbers in a country).
• Remedies for Poor Traffic Quality: TrunkIQ may implement protective measures if Customer’s call traffic quality falls below acceptable standards. Such measures include:
  • Notification: We may notify the Customer of the issue and give a timeline to improve metrics (for example, within 24 hours, remove invalid numbers or reduce short calls).
  • Traffic Shaping: We might throttle the call rate or concurrency to reduce network load if short calls are flooding our switch.
  • Blocking or Filters: In severe cases, we may temporarily block certain call attempts (e.g., blocking calls to a particular area code/prefix if it’s clear those are failing en masse, or blocking calls that appear to be auto-dialer patterns).
  • Financial Charges: As noted, TrunkIQ reserves the right to apply additional charges for traffic that consistently violates quality thresholds, to offset penalties we incur from carriers. For example, if a contract carrier begins charging for short calls due to Customer’s traffic profile, those charges will be passed to Customer. Similarly, if poor quality traffic forces us to use more expensive routes, we may adjust the Customer’s rates or invoice additional fees.
  • Suspension or Termination: If the Customer does not correct the traffic pattern and continues to send substandard-quality calls, TrunkIQ may suspend the offending trunk or service. Continued violation can lead to service termination. We aim to use suspension as a last resort, preferring to work with Customers, but we must also comply with industry enforcement (for example, U.S. operators have pledged to curb illegal robocalls, and maintaining good metrics is part of demonstrating that commitment).

To put it plainly: If you are running a dialing campaign, you must ensure you are calling numbers that will likely answer and that you aren’t abruptly disconnecting those calls. High volumes of unanswered or short-duration calls will not only hurt your contact rates but also flag your traffic as abusive. TrunkIQ’s platform is optimized for conversational and wanted calls, not spam blasts.

• Example of Acceptable vs Unacceptable: As a reference, a normal business’s outbound calls (say a sales or support team) might have an ASR of 40-50% (many calls are answered or go to voicemail) and an ACD of 2-3 minutes or more (conversations happen). In contrast, a scam robocall operation might have ASR under 5% (most targets ignore or numbers are bad) and ACD under 10 seconds (people hang up immediately or calls are dead air). TrunkIQ will not allow the latter type of traffic. Industry data suggests that illegitimate traffic can be distinguished by extremely low NER and very short call length – those are red flags we actively monitor. Customers should strive to avoid those red flags in their usage.
• No Continuous Retries / High Call Attempts: Another aspect of quality is call attempt behavior. If a number is unreachable or busy, do not hammer it with repeated call attempts in rapid succession. Excessive retries not only degrade ASR but can be seen as denial-of-service-like behavior towards the recipient or the network. Follow reasonable retry logic (e.g., if no answer, maybe try back later, not 10 times in one hour). If we detect rapid, repetitive calling patterns to the same numbers or area, we may intervene.
• Short Duration Call Fee Example: To reinforce, many carriers impose a fee for calls under a certain duration (often 6 seconds) when a high percentage of short calls occur, as a disincentive. TrunkIQ similarly may charge, for example, $0.01 for each call under 6 seconds if your short call percentage is beyond a threshold, as liquidated damages for the additional network load and carrier penalties. This is not a revenue strategy for us but a protective measure. Any such fees will be transparently conveyed if applied (per our rate schedule or a notice to you).
• Robocall Mitigation and Attestation Levels: Poor metrics could result in downgrading of STIR/SHAKEN attestation level for your calls (since they may appear suspect). In the U.S., if your traffic is consistently problematic, terminating carriers might label your calls as spam likely or block them. Thus, it’s in the Customer’s interest, as well as required by this AUP, to maintain good call hygiene and quality.

In summary, maintaining high call completion rates and reasonable call durations isn’t just a guideline – it’s required. Low ASR and ACD with high short-call rates will be treated as a violation of this Policy, and TrunkIQ may suspend or financially penalize such traffic to protect overall service quality.

6. Security and Fraud Prevention Responsibilities

Security of the Customer’s use of the Service is a shared responsibility. TrunkIQ secures its infrastructure, but the Customer must secure their endpoints, credentials, and networks. The following obligations apply:

• Account Security and Credentials: Customer is responsible for maintaining the confidentiality of their TrunkIQ account credentials, API keys, SIP usernames/passwords, and any other security information. Do not share login credentials or SIP trunk secrets with unauthorized persons. Use strong passwords/passphrases for all accounts and devices – avoid default passwords or simple passwords that are easily guessed. TrunkIQ highly recommends enabling two-factor authentication (2FA) on administrative portals if available. The Customer should restrict access to the TrunkIQ management portal and APIs to necessary personnel only, and promptly remove access for users who no longer need it (e.g., when an employee leaves). If the Customer uses an integration or third-party system that requires TrunkIQ credentials, ensure that system is secure and that credentials are stored encrypted when possible. Any suspicion that login information or SIP credentials have been compromised must be addressed immediately (reset passwords, rotate keys) and reported to TrunkIQ if fraudulent usage might occur.
• PBX/Endpoint Hardening: Customer must implement appropriate measures to prevent unauthorized use of their PBX(es), IP phones, softphones, and any equipment or software that interfaces with TrunkIQ’s network. This includes:
  • Changing all default passwords on VoIP phones, ATAs, PBX systems, and voicemail systems. Hackers commonly exploit default credentials.
  • Keeping all PBX or voice application software up to date with security patches. (Outdated software may have known vulnerabilities that allow attackers in).
  • Using network security controls: firewalls, Session Border Controllers (SBCs), and access control lists (ACLs) to limit SIP access only to trusted IPs. For example, if using TrunkIQ SIP trunks, configure your equipment to only accept SIP traffic from TrunkIQ’s signaling IPs and from your internal network – block all others.
  • Enforcing strong SIP passwords (if using registration) and changing them periodically. Use complex strings that are not dictionary words.
  • Limiting call permissions: For instance, if you do not need international dialing from certain phones or at certain times, disable it or set up authorization codes. Many fraud incidents involve bad actors making expensive international calls through a compromised PBX at odd hours. By restricting destinations and call times, you can mitigate this.
  • Monitoring call logs in real-time if possible, and setting up alerts for unusual calling patterns (e.g., sudden large volumes, calls to high-cost countries you never call, calls outside business hours).
  • Utilizing TrunkIQ’s security features such as IP whitelisting for SIP trunking (locking your trunk to certain source IP addresses) and rate limiting if available.
  • Ensuring physical security of devices – e.g., an unlocked phone can be misused by any passerby, so secure access to offices or use PIN locks on devices for outbound calls if appropriate.
  • If using softphones/mobile apps, use VPNs or secure connections especially when on public Wi-Fi, to prevent interception of credentials.

Ultimately, the Customer’s network and devices are the first line of defense against toll fraud and abuse. TrunkIQ does not manage your internal systems, so we rely on you to secure them.

• Prevention of Toll Fraud: “Toll Fraud” refers to unauthorized use of telephone services by fraudsters, often to call premium-rate numbers or international destinations, racking up charges. Examples include someone hacking into a PBX to initiate calls, or obtaining a SIP password and using your account. The Customer is financially responsible for all calls and messages sent using their credentials or from their systems, whether or not such usage was authorized by the Customer. TrunkIQ will endeavor to assist if we detect anomalies (we might proactively alert or block if something looks extremely abnormal), but we do not guarantee detection. Customer must actively monitor usage and set up safeguards to detect fraud quickly. If you have the ability to configure usage thresholds or spending limits in the TrunkIQ portal, we recommend doing so. If you only operate during certain hours, consider disabling outbound calling during off-hours or having an on-call alert for after-hours calls.

In the event of a suspected toll fraud incident, Customer must notify TrunkIQ immediately and take action to halt it (e.g., disabling affected accounts or trunks). TrunkIQ, upon noticing an anomaly, may also attempt to contact Customer – ensure your contact details are up to date and that someone is available 24/7 for fraud notifications. Any calls that occurred before notice to TrunkIQ remain the Customer’s liability; TrunkIQ cannot retroactively waive charges for fraud executed under your credentials. For example, if a hacker makes $10,000 worth of calls through your account before you or we stop it, you will be billed for those calls. We understand this is painful, which is why prevention is critical – these scams often occur over weekends or holidays when no one is watching, so please utilize all preventative measures.

TrunkIQ complies with law enforcement and industry initiatives to combat fraud. If required, the Customer should cooperate in any investigation into the fraud (providing logs, etc.). However, the primary responsibility lies with the Customer to secure their side of the service.

• Liability for Unauthorized Use: To reiterate, Customer is solely responsible for all usage on its account – including any charges, fees, or damages resulting from unauthorized use or security breaches. TrunkIQ does not provide insurance against fraudulent use. The Customer’s obligation to pay for the Services is not waived due to fraudulent use by a third party. In some cases, if TrunkIQ is able to recover funds from a terminating carrier or mitigate the cost, we might pass that relief to the Customer, but we make no guarantees. The best strategy is to never have the fraud happen by being vigilant and proactive.
• Notification of Security Incidents: If the Customer becomes aware of any breach of security, theft of service, or suspicious activity (for example, unknown calls appearing in CDRs, or users reporting unexpected charges or messages), the Customer must immediately notify TrunkIQ support (by phone or email to the abuse/fraud reporting contact). Time is of the essence in stopping fraud. TrunkIQ may, upon receiving such notice (or upon our own detection), assist in disabling affected services, changing credentials, or blocking traffic to mitigate damage. Notification does not shift responsibility, but it helps limit the impact. Delay in reporting can significantly increase the harm (e.g., fraud continuing for hours). Therefore, any unreasonable delay in notifying TrunkIQ of known compromised credentials or abuse may be considered a breach of this AUP.
• Prohibited Activities – Hacking and Penetration Attempts: The Customer (and its end users) may not use the Service to attempt to hack, infiltrate, or disrupt any network or system – including TrunkIQ’s network or others. Also, the Customer may not run security testing (like pen tests) against TrunkIQ’s infrastructure without prior written approval. Conversely, the Customer must not attempt to hack or modify TrunkIQ’s provided devices or software. For example, if TrunkIQ provides an ATA or phone, you should not attempt to flash it with unauthorized firmware to escape security controls. If Customer alters any device or software in a way that facilitates a compromise of the service or fraud, the Customer is responsible for all resulting charges and damages. This covers things like removing call authorization mechanisms, or using modified clients that generate improper traffic. No customer shall interfere with or disable any security or protective measures implemented by TrunkIQ. If such interference is detected, we may immediately suspend the service.
• No Avoidance of Usage Policies: Customer shall not attempt to circumvent call routing rules, billing mechanisms, or other usage policies of TrunkIQ. This might include practices like call pumping (discussed earlier), or using multiple accounts to evade per-account limits, etc. If you think you need an exception or higher limits, discuss it with us openly – don’t try to hide or circumvent, as that is a violation of trust and policy.
• Reasonable Use and Fair Use: If the Customer is on any plan labeled “unlimited” or similar, the Customer’s usage must still be within reasonable bounds of typical use for that plan. For example, unlimited calling plans usually have a fair use clause (e.g., they are for person-to-person calls, not for continuous auto-dialing). The AUP may consider certain high-volume patterns as abusive even if the plan is unlimited. These specifics will be in the service contract, but generally: no reselling of an unlimited residential line as a trunk, no using an unlimited line to run a call center, etc., unless that was the plan’s intent. TrunkIQ reserves the right to assess usage and determine if it falls outside normal parameters, and if so, to adjust the plan or charge for the excessive usage. The Customer shall not use the Service in a manner that hampers TrunkIQ’s ability to provide reliable service to others (e.g., generating traffic that overloads switching capacity or network bandwidth in abnormal ways).
• Cooperation with Investigations: Security issues often have broader implications (e.g., an attack on one customer could be part of a larger attack). Customer agrees to cooperate with TrunkIQ in any investigation regarding security breaches or fraud. This could mean providing logs from your PBX, or working with law enforcement if needed. Time is critical in these investigations, so prompt and full cooperation is expected. If Customer is uncooperative or obstructs an investigation (for instance, refusing to share information about a suspected spam campaign emanating from their account), TrunkIQ may suspend service until the matter is resolved, as a protective measure.
• TrunkIQ’s Security Measures / Disclaimer: TrunkIQ implements certain network-level protections (firewalls, fraud detection systems, rate limiting, etc.) and we strive to detect and stop obvious fraud. However, TrunkIQ does not guarantee that all unauthorized usage will be detected or prevented. The Customer should not rely solely on TrunkIQ to notify them of fraudulent use. The lack of a warning from TrunkIQ does not mean everything is fine – you must monitor your own usage. We provide online call detail records (CDRs) typically in real-time or near-real-time; the Customer should utilize these tools to self-monitor. TrunkIQ shall not be held liable for any unauthorized use of the Services by third parties (except to the extent required by law), and Customer bears the risk of any such use.
• Insurance Advice: We advise commercial Customers to consider obtaining cyber liability or crime insurance that covers toll fraud or telecom fraud, especially if you operate a large IP-PBX. This is not a requirement, but it can mitigate financial risk. Again, prevention is best, but insurance can be a backstop.

In short, protect your network and credentials like you would your front door keys and credit cards. Telecom fraud is a real threat that can cause significant financial losses in a short time. By following the above security practices and staying vigilant, the Customer can greatly reduce the risk. TrunkIQ will partner with you in these efforts, but cannot substitute for sound security practices on the Customer’s side.

7. Enforcement and Violation Reporting

TrunkIQ takes violations of this AUP seriously. All Customers are expected to cooperate in any investigation of a potential breach and to take prompt corrective action if needed. The following outlines how AUP violations may be handled:

• Monitoring and Detection: While TrunkIQ generally does not monitor the content of communications (to respect user privacy), we reserve the right to monitor network usage, call metadata, and message routing for the purpose of detecting AUP violations, illegal activity, or network threats. This can include automated scanning of outbound emails or texts for spam characteristics, analysis of call signaling for patterns of abuse, and other similar techniques. TrunkIQ also utilizes third-party spam detection and reputation services. TrunkIQ may intercept or quarantine communications that are clearly unlawful or that by their nature violate this AUP (for example, blocking a known phishing SMS, or stopping calls to a known IRS scam number). Any monitoring or interception will be done in accordance with applicable law and our privacy policy. Additionally, TrunkIQ’s systems collect usage statistics (e.g. ASR, ACD, opt-out rates) and will flag anomalies. If we suspect an AUP breach, we may investigate by examining the Customer’s account activity, which could include reviewing sample messages or call records (not the content of calls, which we do not record unless you use a recording feature). The Customer agrees not to impede TrunkIQ’s reasonable monitoring and investigation efforts.
• Notification of Violation: In most cases, TrunkIQ will notify the Customer of suspected AUP violations and request immediate remediation. This notification might come via email or phone to the contacts on file. For example, if we detect spam texts, we might send a warning and require you to stop that campaign and fix opt-in issues. If a violation is ongoing and poses risk, we might temporarily suspend relevant services (like blocking text sending) while awaiting your response.
• Remedies for Violations: TrunkIQ may exercise a range of remedies if this AUP is violated, proportionate to the severity and persistence of the violation:
  • Warning and Opportunity to Cure: For many first-time or inadvertent violations, TrunkIQ will issue a warning and work with Customer to fix the issue. We prefer education and correction. The Customer is expected to promptly address the violation (e.g., cease the prohibited activity, update settings, implement security fixes, etc.). Failure to swiftly comply can escalate the response.
  • Filtering, Throttling or Blocking: TrunkIQ may filter or block specific content or traffic that violates the policy. For instance, we may block outbound calls to certain destinations if they are known fraudulent targets, or filter outgoing messages containing disallowed content. We might also rate-limit (throttle) traffic to reduce harm (e.g., slow down an API sending too many SMS per second that looks like spam). These actions might be taken with or without prior notice, depending on urgency.
  • Service Suspension (Temporary): For serious violations or to prevent ongoing harm, TrunkIQ may suspend some or all of the Customer’s Services on a temporary basis. Suspension could be targeted (e.g., disable a specific DID or messaging capability) or account-wide. Examples of when immediate suspension might occur include: Customer’s traffic is implicated in a large-scale robocall campaign under investigation, Customer’s system is hacked and making fraudulent calls, or Customer is sending malware via SMS. TrunkIQ will make a good-faith effort to notify the Customer prior to suspension, or if prior notice isn’t feasible (e.g., rapid abuse), we will notify shortly after and work to resolve it. Suspensions will last only as long as necessary to mitigate the violation or until we have assurance the issue can be resolved. We may require the Customer to confirm in writing that the violation has been remedied and steps taken to prevent recurrence before lifting a suspension.
  • Termination of Service: If a Customer repeatedly violates the AUP, or commits a severe violation that endangers our network or others, TrunkIQ may terminate the Customer’s services for cause. Termination means the contractual relationship is ended (possibly with penalties per the Master Service Agreement) and all services cease. Typically, we would do this after warnings or suspension that are not heeded. However, in egregious cases (e.g., we discover the Customer is an outright spammer or engaged in illegal activities with intent), termination can be immediate. Accounts terminated for AUP violations are generally not eligible for refunds of prepaid fees and may be subject to contractual early termination charges if applicable.
  • Financial Penalties and Re-rating: As noted in previous sections, if a violation causes financial loss to TrunkIQ (for example, fines from carriers, penalties for spam, or non-compliance charges), TrunkIQ reserves the right to pass those charges to the Customer or invoice administrative fees. Also, if due to a violation the nature of the Customer’s usage changes (e.g., becomes categorized as high-risk traffic), we might re-rate the traffic under a different pricing scheme (with notice). For instance, if you were fraudulently using an unlimited plan for call center autodialing, we will retroactively bill those calls at our standard rates or impose excess usage fees. Another example: short call fees or surcharges for rule-breaking texts as described earlier.
  • Legal Action: TrunkIQ may seek legal remedies for AUP violations that result in damage or legal exposure to TrunkIQ. This could include civil litigation to recover costs or to enjoin (stop) certain conduct. For example, if Customer’s actions got TrunkIQ blacklisted or involved in a lawsuit, we might pursue compensation. In cases of willful misuse (like knowingly facilitating illegal robocalls), TrunkIQ may refer the matter for criminal prosecution as well, where laws have been broken. We will also cooperate with any civil or criminal enforcement against Customers if warranted.
  • Disclosure of Information: If required by law or if it would help address the violation (such as sharing spammer identifiers with other telecom companies), TrunkIQ may disclose information about the Customer’s traffic and identity to relevant parties. For instance, we might report a scam caller ID and pattern to an industry traceback database or law enforcement. We adhere to our privacy policy and applicable privacy laws, but unlawful activity is generally not protected.
• Cooperation with Authorities and ITG: TrunkIQ will fully cooperate with law enforcement investigations, regulators (FCC, FTC, etc.), and the telecom Industry Traceback Group (ITG) in relation to any misuse of the Services. This means if we receive a subpoena or lawful request for information, we will respond as required. If the ITG or other authorized entity contacts us about suspect traffic, we will provide the requested records (e.g., call detail records, Customer contact information) as appropriate. Customers expressly consent to this cooperation and release of information when it’s mandated by law or necessary to prevent harm. Additionally, we may proactively reach out to such authorities if we detect criminal behavior (for example, threats made over our service or large-scale fraud). Our goal is to stop bad actors quickly and maintain compliance with legal obligations.
• Incident Response: In certain urgent cases (e.g., a high call volume DDoS attack originating from a Customer’s endpoints, or a massive spam run), TrunkIQ may activate an incident response protocol. This could involve blackholing traffic, isolating the Customer’s trunk, or other real-time interventions to stabilize the network. We will involve the Customer’s technical contacts as soon as possible to jointly remediate the situation. Customers are expected to have up-to-date contact information on file for such emergencies (including after-hours contacts if 24/7 operation).
• Restoration of Service: If a service was suspended due to a violation, TrunkIQ may restore it once we have proof the issue is resolved and assurances of future compliance. For example, if we suspended messaging because of spam, we’ll restore it after you confirm you’ve cleaned your list and changed your process to require opt-ins. We might monitor initial usage post-restoration more closely. Any repeated violation after restoration will likely result in immediate termination, as it indicates a pattern of non-compliance.
• No Limitation on Remedies: The specific remedies stated in this AUP are not exhaustive. TrunkIQ may take any other legal or technical action deemed necessary to enforce the AUP. The absence of a specific penalty for a certain behavior does not mean it’s permitted – we reserve the right to act as needed to protect our rights and services.
• Reporting Violations: We encourage everyone (Customers, end-users, or third parties) to report any suspected violation of this AUP or abuse of TrunkIQ Services. If you become aware of abuse (like someone using TrunkIQ numbers to scam or spam), please notify us. Reports of AUP violations should be sent to TrunkIQ’s abuse team at [email protected] (or via any web form or contact method we designate for abuse reports). Provide as much detail as possible, such as phone numbers involved, examples of messages or call recordings, timestamps, etc.. We will promptly investigate all credible reports. Customer agrees to reasonably assist TrunkIQ in investigating and remedying any reported violation originating from their account (for example, if we get a complaint about your traffic, you should work with us to identify the source user or content).
• No Retaliation: The Customer may not retaliate against TrunkIQ or any other party for enforcement of this AUP. For instance, if an end-user complains about spam and we pass that to you, you must not harass or penalize that end-user – instead, you should cease messaging them as required. Similarly, attempts to circumvent an enforcement action (like moving to a new account to continue the same behavior) will be considered a continuation of the violation and handled accordingly.
• Acknowledgment: The Customer acknowledges that TrunkIQ shall not be liable for any damages or losses that result from the good faith actions we take to enforce this AUP, such as service suspensions or content blocking. These actions may impact the Customer’s operations (e.g., lost business due to a suspended line), but the Customer agrees that TrunkIQ is not responsible for such outcomes when they arise from the Customer’s violation of this AUP. We will, of course, restore normal service as soon as the issue is resolved or if it turns out to be a false alarm.
• Reservation of Rights: TrunkIQ reserves the right to update or modify this Acceptable Use Policy at any time, with notice to Customers (via email or posting on our website). Continued use of the Services after such modifications constitutes acceptance of the new terms. It is the Customer’s responsibility to regularly review the AUP for any changes. TrunkIQ’s failure to enforce any particular provision of this AUP in one instance does not waive our right to enforce it in the future.
• Conclusion: This AUP is designed to ensure that TrunkIQ’s Services are used safely, lawfully, and in a manner that preserves service quality for all users. We thank you for abiding by these requirements. Customers with questions or in need of clarification about any aspect of this AUP are encouraged to contact TrunkIQ support. We are here to help you use our services successfully while staying compliant and respecting the telecommunications ecosystem.

By using TrunkIQ Services, Customer acknowledges and agrees to this Acceptable Use Policy in full. Any violation of this Policy may not only result in service actions as described above but also constitutes a breach of the Customer’s contract with TrunkIQ, which may trigger additional rights for TrunkIQ under the contract or applicable law.

Last updated: July 11, 2025