Acceptable Use & Service Availability

This Acceptable Use & Service Availability Policy explains how Revoical services may be used, what types of activity are prohibited, and what customers should understand about service availability, maintenance, outages, third-party dependencies, and customer responsibilities.

This policy applies to the Revoical website, customer portal, Hosted PBX services, VoIP services, self-hosted communication solutions, AI-powered communication features, technical support services, and any related products or services provided by Revoical Inc.

By using Revoical services, you agree to use them lawfully, responsibly, and in a way that does not harm Revoical, other customers, service providers, networks, emergency services, or the public.

1. Acceptable Use

Revoical services may be used only for lawful, authorized, and appropriate business communication purposes.

Customers and users must comply with all applicable laws, regulations, industry rules, telecom requirements, anti-spam laws, privacy obligations, emergency service requirements, carrier policies, and Revoical policies.

You are responsible for all activity conducted through your account, users, phone numbers, extensions, devices, systems, customer portal, and service configurations.

2. Prohibited Uses

You may not use Revoical services, systems, website, customer portal, phone numbers, VoIP services, Hosted PBX services, AI-powered features, or related communication tools for any unlawful, harmful, abusive, fraudulent, or unauthorized purpose.

Prohibited uses include, but are not limited to:

• Illegal activity or communications that violate applicable laws or regulations.
• Fraud, scam activity, phishing, social engineering, impersonation, or deceptive communications.
• Unauthorized robocalling, spam calls, unlawful telemarketing, or abusive calling campaigns.
• Caller ID spoofing, number manipulation, or misleading caller identification where prohibited by law.
• Harassment, threats, intimidation, hate, abuse, or harmful communications.
• Transmission of malware, viruses, harmful code, or malicious traffic.
• Unauthorized access to systems, accounts, networks, devices, or data.
• Attempts to disrupt, overload, scan, attack, reverse engineer, or compromise Revoical systems or third-party systems.
• Generating excessive, abnormal, fraudulent, artificial, or unauthorized traffic.
• Resale, redistribution, or sharing of services without Revoical’s written permission, unless expressly permitted.
• Bypassing usage limits, security controls, authentication, billing controls, or service restrictions.
• Interfering with emergency services, public safety systems, telecom networks, carriers, or other customers.
• Using AI-powered features for unlawful, deceptive, harmful, abusive, misleading, or unauthorized communications.
• Uploading, transmitting, or storing content that infringes intellectual property, privacy, confidentiality, or other rights.
• Using the services in any way that damages Revoical’s reputation, network, systems, providers, customers, or business operations.

3. Telecommunications and Calling Compliance

Customers using Revoical communication services are responsible for ensuring that their calling activity complies with applicable telecom, privacy, anti-spam, telemarketing, consent, recording, caller identification, and consumer protection laws.

This may include obligations related to:

• Obtaining proper consent before making certain calls or sending communications.
• Complying with do-not-call, telemarketing, and anti-spam rules.
• Respecting call recording and monitoring laws.
• Using accurate caller identification where required.
• Avoiding fraudulent or misleading communications.
• Ensuring automated or AI-assisted communications are lawful and properly disclosed where required.
• Complying with carrier, SIP trunk, and network provider requirements.

Revoical may investigate, restrict, suspend, or terminate services if calling activity appears unlawful, abusive, fraudulent, excessive, unauthorized, or inconsistent with provider or regulatory requirements.

4. Customer Responsibilities

Customers are responsible for managing and securing their own users, devices, systems, networks, credentials, and service configurations.

Customers must:

• Keep account and contact information accurate and current.
• Maintain the confidentiality of login credentials.
• Control access to the customer portal.
• Assign appropriate permissions to authorized users.
• Secure local networks, routers, firewalls, endpoints, phones, softphones, and devices.
• Configure services according to Revoical’s instructions and applicable technical requirements.
• Monitor their own users and traffic for misuse.
• Promptly notify Revoical of suspected unauthorized access, fraud, abuse, compromise, or security incidents.
• Ensure employees, contractors, agents, and end users comply with applicable policies and laws.

Customers are responsible for any misuse that occurs through their account, phone numbers, devices, users, systems, or credentials, except where caused by Revoical’s unauthorized actions or otherwise required by applicable law.

5. Service Availability

Revoical works to provide reliable business communication services. However, no website, customer portal, VoIP service, cloud service, hosted system, telecom service, AI-powered feature, or Internet-based communication service can be guaranteed to be uninterrupted, error-free, or available at all times.

Service availability may be affected by factors including:

• Internet connectivity issues.
• Power outages.
• Customer network failures.
• Router, firewall, modem, or local equipment issues.
• Phone, softphone, mobile app, ATA, or endpoint failures.
• Incorrect customer configuration.
• Third-party carrier outages.
• SIP trunk provider outages.
• Cloud infrastructure outages.
• Data centre or hosting provider issues.
• Emergency routing provider issues.
• DNS, routing, peering, or upstream network issues.
• Maintenance, upgrades, patches, or security updates.
• Cyberattacks, abuse, fraud, or security incidents.
• Force majeure events.
• Regulatory, legal, or provider-imposed restrictions.

Where applicable, service availability commitments, service levels, credits, maintenance terms, or support response times may be described in a separate written agreement, service order, statement of work, proposal, or customer contract.

6. Maintenance and Updates

Revoical may perform maintenance, updates, upgrades, patches, security improvements, system changes, configuration changes, or infrastructure work from time to time.

Maintenance may be scheduled or emergency maintenance.

Where reasonable, Revoical may provide advance notice of planned maintenance that is expected to materially affect customer services. However, emergency maintenance may be performed without advance notice where necessary to protect service security, stability, compliance, or network integrity.

Customers are responsible for maintaining their own equipment, local infrastructure, endpoints, networks, Internet connections, and power sources.

7. Outages and Service Disruptions

If a service disruption occurs, Revoical may take reasonable steps to investigate, mitigate, restore, or communicate about the issue, depending on the nature and severity of the disruption.

Service disruptions may be caused by Revoical systems, customer systems, third-party providers, carriers, cloud infrastructure, emergency service providers, Internet networks, customer misconfiguration, security incidents, or other external factors.

Customers should report suspected service issues to Revoical Support with relevant details, including:

• Account or company name.
• Affected service.
• Affected phone number, extension, device, or user.
• Date and time of the issue.
• Description of the problem.
• Error messages or call examples, where available.
• Network, device, or configuration changes made before the issue.
• Contact information for follow-up.

8. Third-Party Dependencies

Revoical services may rely on third-party providers and external systems, including telecom carriers, SIP trunk providers, VoIP providers, number providers, emergency calling providers, cloud infrastructure providers, analytics tools, payment processors, device manufacturers, software vendors, and network providers.

Revoical is not responsible for failures, outages, delays, restrictions, pricing changes, policy changes, data handling practices, or service limitations of third-party providers, except where expressly stated in a written agreement or required by applicable law.

Third-party providers may impose their own acceptable use rules, technical requirements, service limits, emergency calling requirements, compliance obligations, fees, or restrictions.

9. Emergency Calling Availability

Emergency calling may be available only for eligible services where VoIP 9-1-1 is expressly supported, enabled, and activated.

VoIP 9-1-1 emergency calling may be affected by power outages, Internet outages, network issues, device failures, customer misconfiguration, service suspension, incorrect emergency address information, third-party provider issues, or other service disruptions.

Customers must review and comply with Revoical’s VoIP 9-1-1 Emergency Service Policy before relying on any Revoical service for emergency calling.

10. Security and Abuse Monitoring

Revoical may monitor systems, traffic patterns, service activity, logs, usage levels, and account activity for security, fraud prevention, abuse detection, troubleshooting, compliance, and service integrity purposes.

Where Revoical reasonably believes that an account, service, phone number, device, user, or traffic pattern presents a security risk, compliance risk, fraud risk, network risk, provider risk, or public safety risk, Revoical may take action to protect its services, providers, customers, and networks.

Actions may include:

• Contacting the customer.
• Requesting additional information.
• Limiting certain traffic.
• Blocking suspicious traffic.
• Disabling affected users, phone numbers, or features.
• Suspending services.
• Terminating services.
• Reporting unlawful activity where required or permitted by law.
• Cooperating with carriers, providers, regulators, or law enforcement where appropriate.

11. Fair Usage and Excessive Use

Revoical services are intended for normal business communication use consistent with the customer’s selected service plan, agreement, and product configuration.

Excessive, abnormal, automated, fraudulent, abusive, or disproportionate usage may affect service quality, provider relationships, network performance, or other customers.

Revoical may review usage patterns and may contact the customer, request changes, apply restrictions, require a different service plan, suspend services, or take other reasonable action where usage appears inconsistent with normal business use, provider requirements, or applicable policies.

12. Suspension or Restriction of Services

Revoical may suspend, restrict, block, or terminate access to services where we reasonably believe that:

• The customer or user has violated this policy, the Terms of Service, or another agreement.
• The service is being used for unlawful, fraudulent, abusive, harmful, or unauthorized activity.
• The use creates security, network, provider, legal, regulatory, public safety, or operational risk.
• The customer has failed to pay required fees.
• Account information is inaccurate, incomplete, fraudulent, or outdated.
• Required emergency calling, compliance, or service information has not been provided.
• Continued service may harm Revoical, customers, third-party providers, networks, emergency services, or the public.
• Suspension is required by law, regulation, court order, carrier requirement, provider requirement, or government authority.

Where reasonable and legally permitted, Revoical may provide notice of suspension or restriction. However, Revoical may act without prior notice where immediate action is necessary to address security, fraud, abuse, legal, regulatory, network, provider, or public safety concerns.

13. Customer Cooperation

Customers must reasonably cooperate with Revoical in investigating service issues, fraud, abuse, security incidents, emergency service issues, provider inquiries, regulatory requests, or suspected violations of this policy.

This may include providing:

• Accurate account information.
• Call examples.
• User details.
• Configuration information.
• Network details.
• Relevant logs.
• Authorization records.
• Consent records.
• Any other information reasonably required to investigate or resolve an issue.

Failure to cooperate may result in service restriction, suspension, or termination.

14. No Guarantee of Uninterrupted Service

Revoical aims to provide reliable and professional services, but we do not guarantee that services will be uninterrupted, error-free, secure, or available at all times.

Customers should design their communication environment with appropriate backup plans, redundancy, alternative communication methods, and emergency procedures based on their business needs.

Revoical is not responsible for customer losses caused by service interruptions, third-party outages, customer equipment issues, Internet failures, power failures, configuration errors, or other events outside Revoical’s reasonable control, except to the extent expressly stated in a written agreement or required by applicable law.

15. Reporting Abuse or Service Issues

If you believe Revoical services are being misused, or if you need to report a service availability issue, security concern, fraud concern, or abuse complaint, please contact us.

15. Contact Us

If you have any questions about this Privacy Policy, our privacy practices, or how Revoical handles personal information, please contact us.