Acceptable use policy

Who this policy applies to

This policy is part of the Terms of Service and applies to every user on a ZentryVoice account. The practice is responsible for its users. IFIXNETWORKS LLC, d/b/a ZentryVoice may act on violations as described in the enforcement section.

Permitted use

ZentryVoice is business software for communications between a practice and the people it already serves or works with: patients and clients, their families and caregivers where the practice is authorised, staff, referring providers, insurers, suppliers and courts. It is sold to businesses only and is not for personal, family or household use.

Prohibited use

The following are prohibited on any ZentryVoice number, extension or channel:

• checkTelemarketing, cold calling, auto-dialer or predictive-dialer campaigns, robocalls, ringless voicemail drops and artificial or prerecorded voice calls that the law restricts.
• checkLead generation, messaging to purchased, rented or scraped lists, bulk marketing texts, and any message the recipient did not agree to receive.
• checkSpam, phishing, fraud, impersonation, caller-ID spoofing, and sending from a number or brand you are not authorised to use.
• checkTraffic pumping, toll fraud, number or SIM resale, reselling or sub-licensing the service without a signed partner agreement, and using ZentryVoice as a carrier for another business.
• checkIllegal, threatening, harassing or discriminatory content; content that infringes others’ rights; and content that violates HIPAA or your professional-conduct rules.
• checkUse for emergency dispatch, alarm or medical-device monitoring, or any life-safety function (see the 911 disclosure).
• checkSecurity testing, scanning or interference with the platform outside the vulnerability-disclosure program, and any attempt to access another practice’s data.

Texting rules

Business texting in the United States is governed by the Telephone Consumer Protection Act (47 U.S.C. § 227), FCC rules and carrier requirements. On ZentryVoice:

• checkObtain and record consent before texting. Informational messages such as appointment reminders need prior express consent; marketing messages need prior express written consent.
• checkSTOP, UNSUBSCRIBE, CANCEL, END and QUIT opt the recipient out automatically and HELP returns the practice’s contact details; ZentryVoice enforces both and logs them. Do not text an opted-out number again except to confirm the opt-out.
• checkKeep marketing messages to reasonable hours (8 AM to 9 PM in the recipient’s time zone) and identify the practice in every campaign message.
• checkYour 10DLC registration with The Campaign Registry must describe your real use case. ZentryVoice registers the brand and campaign from what you declare; registering one use case and sending another is a violation.
• checkDo not send content the carriers prohibit under the CTIA Messaging Principles, including SHAFT content (sex, hate, alcohol, firearms, tobacco) and high-risk financial offers.

Call recording and consent

Florida is an all-party-consent state for recording calls (Florida Statutes § 934.03), and many other states are too. If you enable recording, you are responsible for giving notice and obtaining the consent your state and the caller’s state require; ZentryVoice provides an announcement option and per-line recording controls, but the legal obligation is yours. Transcripts and AI summaries are derived from recordings and carry the same obligation.

Fair use of unlimited US calling

“Unlimited US calling” means normal business use by a practice: calls to and from your own patients, clients and contacts within the United States and Canada. We may review an account whose use is inconsistent with that, for example sustained calling volumes far above comparable practices, auto-dialed or bulk outbound traffic, continuous call forwarding or trunking of third-party traffic, or use as a call center. We will contact you first; if the pattern continues we may apply per-minute rates, limits or suspension.

International calling

International calling is off by default. An administrator can enable it per country in the portal; calls are billed in arrears at the rates shown there, with a default spend cap of $100 per month that the administrator can change. Velocity alerts and the cap exist to limit toll-fraud losses, which remain the practice’s responsibility where its own credentials were misused.

Enforcement

We generally warn first and give you a chance to correct the problem. For fraud, spoofing, spam complaints, network threats or carrier demands we may suspend outbound service immediately. Repeated or serious violations may lead to termination under the Terms of Service. Carriers and The Campaign Registry can also suspend texting independently of us. Report abuse to support@zentryvoice.com.