1. Policy Overview
This Acceptable Use Policy (“Policy”) explains what you can and cannot do when using Team‑Connect AI services, including our AI phone system, UK business landlines, VoIP services, SMS and email tools, APIs and integrations. It applies to all customers, users and anyone accessing our platform.
Why this policy exists
Our goal is to keep Team‑Connect safe, compliant and reliable for every UK business. This Policy helps prevent abuse, protects callers and data subjects, and ensures our AI voice and landline services are used in line with UK law and telecom regulations.
1.1 Relationship to other terms
This Policy forms part of our Terms of Service and should be read alongside our Privacy Policy and GDPR Compliance Statement. Where there is a conflict, the Terms of Service take precedence.
1.2 Key principles
- Lawful use: You must follow all applicable laws and regulations.
- Fair use: Use our AI, landline and VoIP services in a reasonable way.
- Respect: No harassment, abuse, hate or discrimination.
- Security: Protect your account, callers and data at all times.
- Transparency: Be honest about how you use AI with your customers.
2. Scope and Application
This Policy applies to all use of Team‑Connect systems, whether you access them via our web dashboard, mobile, APIs, integrations or third‑party tools.
2.1 Services covered
- AI phone system and virtual receptionist
- UK business landlines and VoIP numbers
- Call recording, call routing and divert to mobile
- SMS marketing and email marketing tools
- Integrations (CRM, calendar, helpdesk, etc.)
- Team‑Connect APIs and webhooks
2.2 Who this applies to
- Account owners: Businesses who sign the contract / subscription.
- Users: Staff, agents and contractors with login access.
- Developers: Anyone using our APIs or custom integrations.
- Partners: Resellers or managed service providers.
Responsibility for your users
As the account owner, you are responsible for how your users and agents use our AI phone system and landline services. Misuse by a member of your team is treated as misuse by your organisation.
3. Acceptable Use of Team‑Connect Services
You may use Team‑Connect to run legitimate business communications, particularly customer service, sales, support and operational calls over AI and UK landlines.
3.1 Typical allowed uses
- Handling inbound and outbound customer calls via AI or human agents.
- Using a UK business landline or VoIP number as your main office number.
- Diverting calls from your landline to mobiles for remote staff.
- Sending SMS or email campaigns to contacts who have given valid consent.
- Recording calls for training and compliance (in line with law and consent).
- Integrating with your CRM, booking or ticketing system.
3.2 Good practice when using AI & landlines
Recommended best practices
- Tell callers when they are speaking to an AI assistant, where appropriate.
- Keep your greetings, scripts and prompts clear, accurate and respectful.
- Only call or message people who have consented or where you have a lawful basis.
- Regularly review recordings and transcripts for quality and compliance.
- Remove contacts who opt out or withdraw consent immediately.
4. Prohibited Activities
To protect callers, businesses and our network, the following uses of Team‑Connect are strictly prohibited.
4.1 Illegal or unlawful use
Using Team‑Connect to break any law or regulation.
4.2 Spam and nuisance calls
Using our phone, SMS or email systems to send unsolicited or excessive messages.
4.3 Harassment and abuse
Using AI, landlines or messaging to threaten, insult or harass any individual.
4.4 Privacy and data breaches
Mishandling personal data or breaching privacy rights.
4.5 Security abuse
Attempting to bypass, test or break Team‑Connect security without permission.
4.6 Intellectual property infringement
Violating IP rights with prompts, recordings or uploaded content.
Zero tolerance areas
We have zero tolerance for illegal activity, serious harassment, child exploitation, extremist content, or material that incites violence. Accounts involved in this behaviour may be terminated immediately and reported to authorities.
5. Content Guidelines
Any scripts, audio, prompts, recordings or messages used with Team‑Connect must comply with this section.
5.1 Acceptable content
- Professional scripts for customer service, booking and support.
- Legitimate marketing messages sent to opted‑in contacts.
- Internal training, QA and coaching materials.
5.2 Content you must not use
- Illegal, hateful, extremist or violent material.
- Sexually explicit or pornographic content.
- Medical, legal or financial advice that you are not qualified or authorised to give.
- Deliberately false or misleading claims (e.g. fake reviews, impersonation).
6. Security and Compliance
You must protect your Team‑Connect account and caller data at all times. This is especially important when handling call recordings, transcripts and contact data.
6.1 Account security
- Use strong, unique passwords for each user.
- Enable 2‑factor authentication wherever possible.
- Remove staff accounts promptly when they leave your business.
- Limit admin access to those who genuinely need it.
6.2 Data protection (GDPR / UK‑GDPR)
- Have a lawful basis for processing personal data (e.g. consent, contract).
- Tell callers if calls are recorded and why.
- Delete or anonymise data when you no longer need it.
- Respond to subject access and deletion requests on time.
7. Fair Resource Usage
To keep our network stable for all customers, we operate a fair use approach to minutes, AI processing, SMS, email and API calls.
7.1 Examples of fair use
- Using your plan minutes broadly in line with published allowances.
- Running normal business campaigns, not continuous high‑volume auto‑dialling.
- Using APIs in line with rate limits and documentation.
7.2 Excessive or abusive usage
We may contact you or limit usage if we detect patterns such as:
- Very high, continuous outbound call volumes beyond normal business usage.
- Bulk messaging that looks like spam or non‑compliant marketing.
- Automated traffic that risks degrading service for other customers.
We’ll speak to you first
In most cases, we will alert you and work with you to adjust your usage or move to a more suitable plan before taking any restrictive action.
8. Enforcement Process
When we believe this Policy has been breached, we follow a structured approach that is proportionate to the risk and severity.
How we typically respond
1. Review
We investigate logs, complaints or automated alerts to understand what happened.
2. Warning or clarification
For minor or first‑time issues, we usually send a warning email and give you time to fix it.
3. Temporary limits
We may throttle or temporarily limit certain features (e.g. outbound calls, SMS) if risk remains.
4. Suspension or termination
For serious or repeated breaches, we may suspend or close the account, and inform relevant authorities if required.
9. Consequences of Violating This Policy
Actions we may take include (but are not limited to):
- Written warnings and requests to change usage.
- Removal of specific content, recordings or campaigns.
- Temporary feature restrictions or throttling.
- Account suspension or termination.
- Reporting serious matters to law enforcement or regulators.
Legal consequences
Some behaviour (for example serious fraud, threats, harassment or data breaches) may also lead to independent legal, regulatory or criminal consequences over and above any action we take on your account.
10. Reporting Misuse or Violations
If you believe a Team‑Connect account is breaching this Policy, please contact us with as much detail as possible.
10.1 What helps us investigate
- Phone numbers, dates and times of calls or messages.
- Recordings, screenshots or copies of the content.
- Any reference numbers shown in SMS or emails.
- A short explanation of what you believe has been breached.
🚨 Report suspected misuse
Use one of the following channels to report unacceptable use of Team‑Connect:
11. Legal Compliance
Team‑Connect is a UK‑based provider and our services are operated in line with UK and (where applicable) EU law. You must ensure your own use also complies with laws in your jurisdiction.
11.1 Examples of relevant UK laws
- UK GDPR and Data Protection Act 2018.
- Privacy and Electronic Communications Regulations (PECR).
- Communications and telecoms rules (including Ofcom guidance).
- Computer Misuse Act 1990.
- Equality Act 2010.
12. Changes to This Policy
We may update this Acceptable Use Policy from time to time. When we make meaningful changes we will:
- Update the “Last updated” date at the top of this page.
- Show a notice in your dashboard, or email account owners where appropriate.
If you continue to use Team‑Connect after changes take effect, you are deemed to have accepted the updated Policy.
13. Contacting Us About This Policy
If you have any questions about this Acceptable Use Policy or how it applies to your use of Team‑Connect AI and business landline services, please contact our legal and compliance team.
📞 Legal & Compliance Contact
We’re happy to help you use Team‑Connect in a compliant way.
Legal enquiries
Compliance
Postal address
Team‑Connect Limited
7 Chelford Road
Handforth, SK9 3SQ
United Kingdom