Acceptable Use Policy

1Scope & Acceptance

This Acceptable Use Policy ("AUP") applies to every customer, reseller, agent, and end user (collectively, "you") that originates, terminates, or transmits traffic using services provided by PinnacleVoice Networks ("PinnacleVoice", "we", "us"), including predictive and manual dialing, SIP trunking, cloud PBX, DID numbers, AI voice agents, SMS, and any related service.

This AUP is incorporated into and forms part of your service agreement with us, alongside our Terms of Service and Privacy Policy. By using our services, you agree to comply with this AUP and to ensure that anyone using the services through your account does the same.

You remain responsible for the traffic on your account regardless of who generates it, including traffic generated by your clients, agents, employees, contractors, or downstream customers.

2Prohibited Calling Practices

You may not use our services to make, or to enable others to make:

• Calls that violate the Telephone Consumer Protection Act (TCPA), the Telemarketing Sales Rule (TSR), or any equivalent law in the jurisdictions you call into or from.
• Illegal robocalls, including prerecorded or artificial-voice calls placed without the consent required by law.
• Calls to numbers on the National Do Not Call Registry, applicable state DNC registries, or your own internal do-not-call list, except where a valid exemption or established business relationship applies.
• Calls to numbers on the FCC's Reassigned Numbers Database as reassigned, where you have not re-verified consent.
• Calls placed outside permitted calling hours in the called party's local time zone.
• Abandoned calls in excess of the limits imposed by applicable regulations, including the three percent abandonment threshold applicable to predictive dialing under the TSR.
• Calls that fail to identify the caller and the purpose of the call where identification is legally required, or that fail to provide a functioning opt-out mechanism where required.
• Calls to emergency lines, hospital patient rooms, elder care facilities, or similar restricted destinations.
• Calls that harass, threaten, defraud, or abuse the called party, or repeated calls made with intent to annoy.

3Caller ID & Number Use

Accurate caller ID is a legal requirement, and it is also what keeps your numbers from being labelled and blocked. You must:

• Transmit caller ID that accurately identifies you or the party on whose behalf the call is placed, and that you have the legal right to use.
• Use only telephone numbers assigned to you by us, or numbers you own or have documented written authorization to use. We may require proof of that authorization at any time.
• Ensure any number displayed is capable of receiving return calls and, where required, connects to a mechanism allowing the called party to make a do-not-call request.

You may not spoof, falsify, or manipulate caller ID information with the intent to defraud, cause harm, or wrongfully obtain anything of value, which is prohibited by the Truth in Caller ID Act. You may not engage in "neighbor spoofing", snowshoeing across large pools of numbers to evade analytics, or rapid rotation of numbers intended to defeat call-blocking or labeling systems.

We apply STIR/SHAKEN authentication to calls originating on our network in accordance with applicable FCC rules. Attempting to originate traffic in a manner designed to obscure its true origin or to obtain an attestation level to which the traffic is not entitled is prohibited.

4Consent & Record-Keeping

You are solely responsible for obtaining and maintaining evidence of the consent required for the calls and messages you send. You must:

• Obtain prior express consent, or prior express written consent where the law requires it, before placing calls or sending messages that require it.
• Maintain records sufficient to demonstrate the source, date, and scope of consent for each contacted number, and produce those records to us promptly on request.
• Honor revocation of consent and do-not-call requests immediately, and in any event within the period required by law.
• Ensure that any lead lists you upload were lawfully obtained and that consent transfers validly to you as the calling party.

We may require you to provide consent documentation as part of an investigation. Failure to produce it on request is treated as a violation of this AUP.

5Prohibited Traffic & Fraud

The following traffic types are prohibited on our network:

• Traffic pumping and access stimulation, meaning call volumes artificially inflated to a destination to generate access or termination revenue.
• International revenue share fraud, where traffic is driven to high-cost or premium-rate destinations for a share of the revenue.
• Toll fraud, including services obtained or resold through compromised credentials, stolen accounts, or unauthorized access.
• Wangiri and other missed-call scams that exist to prompt an expensive return call.
• Grey routing and route laundering, which misrepresent the origin, destination, or nature of traffic to win better rates or sidestep regulatory obligations.
• Test, looping, or artificial traffic generated to manipulate billing, statistics, or quality metrics.
• Traffic that materially misrepresents its jurisdiction for rating or regulatory arbitrage.

6Prohibited Content & Conduct

You may not use our services to transmit, solicit, or facilitate:

• Fraudulent schemes of any kind, including impersonation of government agencies, financial institutions, utilities, courier services, technical support, or any entity you are not authorized to represent.
• Phishing, vishing, credential harvesting, or attempts to obtain payment or personal information under false pretenses.
• Deceptive offers, including advance-fee schemes, fake debt collection, fraudulent charitable solicitation, and unlawful lending or credit repair offers.
• Content that is obscene, harassing, defamatory, threatening, or that promotes violence or unlawful discrimination.
• Content that infringes the intellectual property or privacy rights of others.
• Any use that violates applicable sanctions, export control, or anti-money-laundering laws.

7Network Integrity & Security

You must not:

• Attempt to gain unauthorized access to our systems, other customers' accounts, or any connected network.
• Introduce malware, launch denial-of-service attacks, scan or probe our infrastructure, or interfere with service to any user.
• Exceed the concurrent call, calls-per-second, or capacity limits allocated to your account, or take actions that degrade service quality for others.
• Share, resell, or expose your SIP credentials or account access to unauthorized parties. You are responsible for securing your endpoints, and for any traffic generated through compromised credentials on your account.
• Circumvent or attempt to circumvent any fraud control, spend cap, velocity limit, or destination block we apply.

You must notify us immediately at support@pvndialer.com if you suspect your credentials or systems have been compromised.

8Resellers & Downstream Customers

If you resell our services, provide them to clients as a BPO or agency, or otherwise permit third parties to originate traffic through your account, you must:

• Conduct know-your-customer (KYC) due diligence on each downstream customer before enabling traffic, including verification of legal identity, business registration, and intended use case.
• Bind each downstream customer to terms at least as restrictive as this AUP.
• Maintain records identifying which of your customers is responsible for any given call, and be able to identify the ultimate originator of traffic within 24 hours of our request.
• Monitor your downstream traffic for the practices prohibited by this AUP and act promptly when you identify them.
• Cooperate with any traceback or investigation we forward to you, within the same 24-hour window.

9Traceback Cooperation

We participate in industry traceback efforts and cooperate with the Industry Traceback Group, the FCC, the FTC, state attorneys general, and law enforcement.

If we forward a traceback request or a request for information about specific traffic, you must respond substantively within 24 hours, identifying the originating customer or end user, the consent basis for the traffic, and the campaign involved. Failure to respond within that window, or providing inaccurate information, is a material violation of this AUP and may result in immediate suspension.

10Monitoring & Enforcement

We monitor network traffic patterns for indicators of prohibited use, including abnormal call durations, answer-seizure ratios, complaint volumes, destination anomalies, and analytics or blocking signals from downstream carriers. We do not routinely monitor call content, and we access content only where necessary to investigate a violation or where required by law.

Where we identify a suspected violation, we may take any of the following actions, in our sole discretion and in proportion to the severity and risk:

Where circumstances permit, we will contact you and give you an opportunity to correct the issue. Where traffic is apparently illegal, fraudulent, or presents an immediate risk to the network or to consumers, we may suspend or block it without prior notice and notify you promptly afterwards.

Suspension or termination under this AUP does not relieve you of payment obligations for services already provided, and we may report unlawful activity to the relevant authorities.

11Reporting Violations

To report suspected abuse, illegal calling, or traffic that appears to violate this AUP, contact us at support@pvndialer.com with the calling and called numbers, date and time (with time zone), and a description of the issue. Traceback requests and law-enforcement inquiries should be directed to the same address and are prioritized.

12Changes to This Policy

We may update this AUP as regulations, network conditions, and fraud patterns change. Material changes will be posted on this page with a revised "last updated" date and, where the change materially affects your obligations, communicated to account contacts. Continued use of the services after an update constitutes acceptance of the revised policy.

PinnacleVoice Networks · 312 W. 2nd St #1736, Casper, WY 82601, United States. See also our Robocall Mitigation Plan, TCPA compliance overview, and Terms of Service.