DIYTel Acceptable Use Policy

Last Updated: June 17, 2025  
Effective Date: June 17, 2025

1. Purpose and Scope

This Acceptable Use Policy ("AUP") governs the use of all DIYTel services, including Cloud PBX, website hosting, email services, and related telecommunications services. This policy protects DIYTel, our customers, and the broader internet community.

2. General Principles

2.1 Lawful Use
- All services must be used in compliance with applicable laws
- Respect intellectual property rights of others
- Honor contractual obligations and agreements
- Maintain ethical business practices

2.2 Network Responsibility
- Use services in a manner that does not harm our network or other users
- Report security vulnerabilities responsibly
- Cooperate with security investigations
- Maintain reasonable usage patterns

3. Prohibited Activities

3.1 Illegal Content and Activities
Strictly Prohibited:
- Child exploitation or pornography
- Terrorism, violence, or threats of violence
- Drug trafficking or illegal substance sales
- Money laundering or financial fraud
- Identity theft or impersonation
- Hacking, cracking, or unauthorized access
- Distribution of malware or viruses

3.2 Spam and Unsolicited Communications
Email/Communication Restrictions:
- No unsolicited commercial email (UCE)
- No unsolicited bulk email (UBE)
- No unsolicited fax transmissions
- No automated dialing without consent
- All marketing must include opt-out mechanisms
- Maintain valid sender information

Proof of Consent Required:
- Opt-in records for all marketing communications
- Clear unsubscribe mechanisms
- Respect opt-out requests within 24 hours
- Maintain suppression lists

3.3 Network Abuse
Prohibited Network Activities:
- Denial of service (DoS) attacks
- Port scanning or network probing
- Bandwidth abuse or excessive usage
- Cryptocurrency mining on shared resources
- Proxy or relay services without authorization
- Network monitoring or packet sniffing

3.4 Harassment and Abuse
Unacceptable Behavior:
- Harassment, stalking, or threatening communications
- Hate speech or discriminatory content
- Bullying or intimidation
- Impersonation of others
- Revenge or non-consensual intimate content

4. Telecommunications-Specific Restrictions

4.1 Voice Services
Prohibited Voice Activities:
- Robocalling without proper consent
- Caller ID spoofing for fraudulent purposes
- Telemarketing violations (TCPA, CASL compliance required)
- Premium rate service fraud
- International revenue sharing fraud

4.2 Emergency Services
911 Service Requirements:
- Provide accurate location information
- Maintain current emergency contact details
- Do not use 911 for non-emergency purposes
- Report 911 service issues immediately

4.3 Number Usage
Phone Number Restrictions:
- Use numbers only for assigned customer
- No number sharing between accounts
- Comply with number portability regulations
- Report unauthorized number usage

5. Website and Hosting Restrictions

5.1 Content Restrictions
Prohibited Website Content:
- Adult content on shared hosting
- Copyrighted material without permission
- Phishing or fraudulent websites
- Resource-intensive applications without approval
- File sharing or torrent sites

5.2 Resource Usage
Fair Use Guidelines:
- CPU usage must not impact other customers
- Storage limits as specified in service plan
- Bandwidth usage within reasonable limits
- Database queries optimized for performance

6. Email Service Guidelines

6.1 Email Usage
Acceptable Email Practices:
- Business communications only
- Reasonable volume for business needs
- Proper authentication (SPF, DKIM, DMARC)
- Maintain good sender reputation

6.2 Email Restrictions
Prohibited Email Activities:
- Mass mailing without consent
- Email bombing or flooding
- Forged headers or sender information
- Distribution of malware via email

7. Monitoring and Enforcement

7.1 Monitoring Rights
DIYTel reserves the right to:
- Monitor network traffic for security and performance
- Investigate suspected policy violations
- Cooperate with law enforcement investigations
- Implement automated abuse detection systems

7.2 Violation Response
Enforcement Actions:
- Warning notices for minor violations
- Service suspension for serious violations
- Account termination for repeated violations
- Legal action for criminal activities

7.3 Appeal Process
- Submit appeals to compliance@diytel.ca
- Provide evidence of compliance
- Response within 48 hours during business days
- Escalation to management if needed

8. Reporting Violations

8.1 How to Report
Report AUP violations to:
- Email: abuse@diytel.ca
- Phone: +1 604-635-0700
- Include relevant evidence and details
- Provide contact information for follow-up

8.2 Investigation Process
- Acknowledgment within 24 hours
- Investigation completed within 72 hours
- Action taken based on severity
- Reporter notified of resolution

9. Customer Responsibilities

9.1 Account Security
- Maintain strong passwords
- Monitor account for unauthorized access
- Report security incidents immediately
- Keep contact information current

9.2 Compliance Monitoring
- Monitor your own usage and content
- Ensure authorized users comply with AUP
- Implement appropriate security measures
- Report suspected violations

10. Consequences of Violations

10.1 Service Actions
Potential Consequences:
- Service warnings and notifications
- Temporary service suspension
- Permanent account termination
- Legal action and prosecution
- Financial liability for damages

10.2 No Refunds
- No refunds for services terminated due to AUP violations
- Customer liable for all fees through termination date
- Additional charges may apply for investigation costs

11. Updates to This Policy

11.1 Policy Changes
- Updates posted on website with 30 days notice
- Email notification of material changes
- Continued use constitutes acceptance
- Archive of previous versions available

12. Contact Information

For AUP questions or concerns:
- Email: compliance@diytel.ca
- Phone: +1 604-635-0700
- Address: A-33771 George Ferguson Way, #329, Abbotsford, BC V2S 2M5

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This Acceptable Use Policy is incorporated into and forms part of your DIYTel Terms of Service. Violation of this policy constitutes a breach of your service agreement.