The short version. Send lawful, consented business calls and you will never hear from us about this document. Send unlawful robocalls, spoofed caller ID, pumped traffic or anything you cannot evidence consent for, and your account will be suspended — usually within hours, because we monitor continuously and answer tracebacks in a day.
1. Scope and acceptance
This Acceptable Use Policy (the “AUP”) governs all use of the voice origination, termination, numbering, trunking, call tracking and platform services (the “Services”) supplied by NexDial Communication LLC (“NexDial”, “we”, “us”). It is incorporated into the Terms & Conditions and forms part of your agreement with us.
You accept this AUP when you create an account, when you send traffic, or when you accept an order form — whichever happens first. Because our platform is self-service, no salesperson stands between you and the network; this document is how we set expectations instead.
2. Who is bound by this policy
This AUP binds the account holder and, through the account holder, every person whose traffic reaches us under it — employees, contractors, sub-accounts, resellers, downstream carriers and end users.
You are responsible for all traffic presented under your credentials, including traffic you did not originate and traffic sent by someone who obtained your credentials. If you resell the Services you must bind every downstream customer to terms at least as strict as this AUP, keep records sufficient to identify the true originator of any call, and produce that identification within the timeframes in Section 11.
3. Prohibited traffic and conduct
The following must not be sent to or through the NexDial network. The list is illustrative rather than exhaustive.
3.1 Unlawful calling
- Calls violating the Telephone Consumer Protection Act, the Telemarketing Sales Rule, the Truth in Caller ID Act, the TRACED Act, FCC regulations, or any applicable state telemarketing, consent or recording statute.
- Unlawful robocalls, prerecorded or artificial-voice messages and ringless voicemail drops placed without the consent the law requires.
- Calls to numbers on the National Do Not Call Registry, an applicable state list, or your own internal do-not-call list, absent a valid exemption.
- Calls outside permitted calling hours in the called party's local time.
- Calls that defraud, threaten, harass or impersonate — including government, bank, utility, tech-support, warranty and debt-relief imposter schemes.
3.2 Network and routing abuse
- Access stimulation and traffic pumping, and any arrangement whose purpose is to inflate terminating access minutes for revenue share.
- International revenue share fraud, and traffic directed at artificially inflated premium ranges.
- Wangiri (one-ring) calling and missed-call marketing.
- Call looping, refiling, re-origination, and any routing intended to disguise the true origin, jurisdiction or rating of a call.
- Misrepresenting jurisdiction, ANI, LRN or charge number to obtain a lower rate.
- Sending international traffic across a product sold as domestic.
3.3 Scanning and dead traffic
- Number scanning, pinging, line-type testing and large-scale voicemail or answering-machine detection sweeps.
- Sequential or random dialling of number ranges.
- Dialling from purchased, scraped or otherwise unverified lists.
3.4 Content and conduct
- Traffic promoting unlawful goods or services.
- Content that is obscene, defamatory, or infringes intellectual property or privacy rights.
- Any use of the Services in furtherance of a criminal offence.
4. Consent, DNC and telemarketing law
You are solely responsible for the legality of every call you place. You represent, continuously and for each call, that:
- you hold the level of consent applicable law requires for that call type, including prior express written consent where required for telemarketing placed with an autodialler or prerecorded voice;
- consent was obtained directly from the called party, names your business specifically, was not purchased or inferred from a third-party lead list, and is evidenced by records you retain;
- you scrub against the National Do Not Call Registry and applicable state and internal lists at intervals no longer than 31 days;
- you honour revocation of consent promptly, by any reasonable method, across all your systems; and
- you comply with call recording and monitoring consent laws, including all-party consent statutes.
We may require you to produce consent records, lead sources, scripts or scrub logs for any campaign. Failure to produce them promptly is itself grounds for suspension under Section 13.
5. Caller identity and STIR/SHAKEN
Every call you present must carry accurate, dialable calling party information. Specifically you must ensure that the calling number is one you have the right to use, is in service, can receive return calls, and accurately identifies the party on whose behalf the call is placed.
You must not transmit invalid, unallocated, unassigned, sequential or randomly generated ANI; must not rotate, cycle or “snowshoe” numbers to evade blocking or analytics labelling; and must not spoof caller ID with intent to defraud, cause harm or wrongfully obtain anything of value.
NexDial signs outbound calls under the STIR/SHAKEN framework. Attestation reflects what we have actually verified about you and your right to the calling number — full (A) attestation requires number-ownership evidence supplied during KYC. Supplying false ownership evidence is a material breach. Your live attestation mix is visible in the console so that nothing about this is a surprise.
6. Traffic quality expectations
We monitor quality continuously per account, trunk and campaign. The figures below are operating guidance rather than a service commitment to you, and we may apply stricter thresholds to a particular route, destination or account.
| Metric | Expected | Review trigger | What it indicates |
|---|---|---|---|
| ACD (average call duration) | Above 60 seconds | Below 30 s sustained | Very short conversations suggest scanning, dead traffic or a misconfigured dialler. |
| ASR (answer-seizure ratio) | 30% and above | Below 20% sustained | Low ASR usually means stale, unconsented or invalid lists. |
| SDR (calls under 6 seconds) | Below 20% | Above 30% sustained | The clearest indicator of pinging, scanning or abandoned calls. |
| Concurrency shape | Consistent with your trunk cap | Sudden multiples of baseline | Step changes indicate an unapproved dialler or a compromised endpoint. |
| Complaint rate | Effectively nil | Any verified complaint | Complaints become tracebacks, and tracebacks become regulatory exposure. |
| Attestation mix | Predominantly A | Persistent C attestation | Low attestation degrades delivery and signals unverified originators. |
Where metrics fall outside these ranges we will normally contact your technical or compliance contact first. Where the pattern indicates unlawful traffic or likely consumer harm, we may act immediately without prior notice.
7. Use of telephone numbers
Numbers are assigned to you for use with the Services. You acquire no ownership interest in any number. You must not warehouse, hoard or stockpile numbers; broker, resell, rent or transfer numbers without our written consent; use numbers inconsistently with the rate centre or service type for which they were assigned; or use toll-free numbers in breach of FCC toll-free rules.
We may reclaim numbers that are unused, used in breach of this AUP, subject to regulatory or law-enforcement action, or required to be reclaimed by a regulator or the numbering administrator. Port-out requires that your account be current and not in breach.
8. Fraud, toll fraud and account security
You must secure your endpoints, SIP credentials, API tokens and PBX against compromise, and you are responsible for all charges incurred through your account — including charges arising from fraud or unauthorised access — except to the extent caused by our own proven failure.
Prohibited: PBX hacking and SIP brute-force or credential-stuffing attacks; subscription fraud and provision of false onboarding information; use of stolen or unauthorised payment instruments; and any scheme to defraud consumers, businesses or carriers.
The console provides spend caps, velocity limits, concurrency ceilings and destination blocking. We strongly recommend configuring them — they exist because a compromised PBX can otherwise generate a very large balance in a single night. Notify us immediately at noc@nexdial.net and by telephone on +1 (805) 749-2804 if you suspect compromise.
9. Platform and network integrity
You must not use the Services to gain or attempt unauthorised access to any system; scan or penetration-test our infrastructure without written authorisation; launch or participate in denial-of-service, amplification, registration-flood or telephony denial-of-service attacks; distribute malware; interfere with or impose unreasonable load on the platform; or circumvent any rate limit, filter, block or usage restriction we apply.
API abuse — including ignoring rate-limit responses, credential sharing across unrelated entities, or automated scraping of inventory without purchasing — is treated as a breach of this section.
10. Know Your Customer and downstream duties
All accounts complete KYC verification before traffic is enabled. You must provide and keep current the information we reasonably request: legal entity details, business address, ownership and control information, an authorised signatory, a named compliance contact, a description of your use case and traffic profile, and evidence of your right to use the calling numbers you intend to present.
If you deliver traffic for others, you must perform equivalent diligence on each downstream customer, retain those records, bind them to terms at least as strict as this AUP, and be able to identify the true originator of any call on request. We may decline traffic from any downstream entity at our discretion. Providing false or misleading onboarding information permits immediate termination without refund.
11. Tracebacks and cooperation
You must cooperate fully and promptly with traceback requests from the Industry Traceback Group or any successor, with enquiries from the FCC, FTC, state attorneys general and law enforcement, and with our own investigations.
Traceback responses are expected within 24 hours of our request, and sooner where marked urgent. This is not a formality: an unanswered traceback exposes NexDial to direct regulatory liability, and we treat failure to respond as a material breach warranting immediate suspension.
12. What we monitor
We monitor call detail records, signalling data and aggregate traffic patterns for network management, billing, fraud prevention and compliance. We do not listen to or record call content except where you have expressly enabled a recording feature or where we are legally compelled. How we handle the data we do process is set out in the Privacy Policy.
13. Enforcement
Where we believe this AUP has been or is likely to be breached we may, in any order and with or without notice depending on severity:
- contact your technical or compliance contact to review the traffic;
- require production of consent records, lead sources, scripts or KYC evidence;
- apply rate limits, concurrency caps, destination blocks or campaign filtering;
- reduce or withdraw STIR/SHAKEN attestation;
- suspend affected trunks, numbers, sub-accounts or the whole account;
- reclaim telephone numbers;
- terminate for material breach; and
- report the matter to regulators, law enforcement, upstream carriers or the traceback consortium.
We will normally give notice and an opportunity to cure where an issue is technical or inadvertent. We will act immediately where traffic risks consumer harm, fraud, regulatory action or degradation to the platform. Suspension does not suspend your payment obligations, and we are not liable for loss arising from enforcement properly taken under this AUP.
14. Your liability
You will indemnify, defend and hold harmless NexDial, its officers, employees, affiliates and upstream carriers against all claims, penalties, fines, forfeitures, settlements, damages, costs and reasonable legal fees arising from your breach of this AUP, from traffic presented under your account (including your downstream customers' traffic), from any claim that a call breached the TCPA, TSR, Truth in Caller ID Act or other applicable law, and from any regulatory enquiry or enforcement action directed at NexDial because of your traffic.
Where your traffic causes us to incur charges, fines, blocking remediation costs or upstream penalties, those amounts are payable by you on demand and may be set against your balance.
15. Reporting abuse
If you received a call you believe originated on our network in breach of this policy, tell us. We investigate every report and acknowledge within one business day.
Email abuse@nexdial.net with subject “AUP Abuse Report” and include: the number called; the number shown on caller ID; date and time with your time zone; approximate duration and what was said or played; any company, product or callback number mentioned; and whether you had a prior relationship with the caller.
Regulators, carriers and traceback participants should use the same address and mark requests urgent.
16. Changes
We may update this AUP to reflect changes in law, regulation, industry practice or the Services. The effective date above shows the current version. Where a change materially reduces your permitted use we will give at least thirty (30) days' notice to your account contact, except where a shorter period is required to address an urgent legal, security or fraud risk. Continued use after the effective date is acceptance.
17. Contact
- Abuse, tracebacks, law enforcement: abuse@nexdial.net
- Network operations: noc@nexdial.net
- Sales and commercial: sales@nexdial.net
- Telephone: +1 (805) 749-2804
- Post: NexDial Communication LLC, 16 Executive Plaza Courte, Maryville, IL 62062, United States