Acceptable Use Policy

This Acceptable Use Policy ("AUP") sets out the standards of conduct that apply to everyone who sends, receives, originates or terminates voice traffic across the network operated by AIRCOM LIMITED ("Aircom", "we", "us" or "our"), company number 16411888, registered in England & Wales.

As a wholesale voice carrier, the integrity of our network and our interconnects depends on every customer carrying clean, lawful, accurately presented traffic. This AUP exists to protect our network, our upstream and downstream carriers, end users and the wider telecommunications ecosystem from fraud, abuse and misuse.

This AUP applies to you (the customer), to anyone you authorise to use the services, and to all of your own customers and end users whose traffic transits the Aircom network. You are responsible for ensuring that everyone in your traffic chain complies with it.

This AUP forms part of, and must be read alongside, our Terms of Service. Where this AUP refers to your obligations, those obligations are contractual. This document is written in plain English to be clear and practical; it is not legal advice, and it does not replace your own obligations under applicable law.

When using the Aircom network and services, you must at all times:

• comply with all applicable laws, regulations and licence conditions in every jurisdiction where your traffic originates, transits or terminates, including the laws of the United Kingdom and of the destination country;
• comply with the directions, codes of practice and conditions of Ofcom and of any other relevant national regulatory authority;
• comply with the reasonable technical, routing, signalling and commercial requirements that we notify to you from time to time;
• carry only traffic that you are lawfully entitled to send, and that is presented honestly and accurately; and
• act in good faith and not in any way that damages, or is likely to damage, the operation, reputation, security or commercial relationships of Aircom or its carriers.

You must not use the services for any purpose that is unlawful, fraudulent, deceptive, abusive, or that is intended to harm, harass or defraud any person or organisation.

The following activities are strictly prohibited on the Aircom network. This list is illustrative, not exhaustive: traffic that is harmful, fraudulent or abusive is prohibited whether or not it is specifically named below.

Telecoms fraud

• International Revenue Share Fraud (IRSF), generating, pumping or terminating traffic to premium, high-cost or revenue-share number ranges in order to extract revenue, whether or not the calls are genuine;
• Wangiri ('one ring and cut') and similar missed-call scams designed to induce expensive return calls;
• Traffic pumping, artificial inflation of traffic (AIT), access stimulation, or any scheme that artificially generates or inflates call volumes or minutes to manipulate settlement, billing or revenue;
• PBX hacking, SIM box operation, interconnect bypass, refiling and the fraudulent re-origination of international traffic as domestic or on-net traffic;
• any activity that causes, or is intended to cause, Aircom or any carrier to incur unexpected, artificial or unrecoverable termination costs.

Call identity & routing abuse

• presenting spoofed, falsified, invalid, unallocated or misleading Calling Line Identification (CLI / caller ID);
• stripping, manipulating or replacing CLI or signalling data to conceal the true origin of a call;
• neighbour spoofing, brand impersonation or any technique designed to deceive the called party about who is calling;
• attempting to circumvent, manipulate or bypass our routing, rating, billing, fraud-control or capacity controls by any means.

Unsolicited & unlawful calling

• robocalling, automated or pre-recorded calling, silent or abandoned calls, and bulk dialling in breach of applicable law or regulation;
• unsolicited marketing, spam, scam or nuisance calls, including calls to numbers registered with the Telephone Preference Service (TPS) or equivalent registries without a lawful basis or valid consent;
• calls promoting or facilitating illegal goods, services or activities;
• harassment, threats, hate speech, or the transmission of illegal, obscene or grossly offensive content;
• using the services to impersonate any person, business or public authority, or to misrepresent your affiliation with any of them.

Numbering & identity misuse

• using telephone numbers, number ranges or identities that you do not lawfully control or have not been validly assigned;
• misusing ported, hosted or geographic numbers, or using numbers contrary to the National Telephone Numbering Plan or destination-country numbering rules;
• any other misuse of numbering resources, identity or routing intended to mislead, defraud or evade controls.

Accurate Calling Line Identification is fundamental to a trustworthy voice network. You must present valid, accurate and lawful CLI on all traffic you send to us.

• Every call must carry a CLI that is a valid, dialable number which uniquely identifies the caller or, where permitted, the organisation on whose behalf the call is made.
• The presented (network) and, where applicable, the displayed (presentation) CLI must comply with Ofcom's CLI guidelines and with the rules of the originating and destination jurisdictions.
• You must not present a CLI that is invalid, unallocated, withheld where the law requires identification, or that you do not have the right to use.
• You must not alter, spoof or remove CLI in transit, and you must pass valid CLI and associated signalling data through to us unchanged unless we have agreed otherwise in writing.
• You are responsible for ensuring that your own customers and any traffic sources comply with these CLI requirements.

We may screen, validate, reject or block traffic that carries invalid, missing or suspicious CLI, and we may require you to provide evidence of your right to use a given CLI or number range.

Fraud prevention is a shared responsibility. We operate active fraud-management and traffic-monitoring systems to protect our network and our customers, and we expect you to cooperate fully with them.

• We continuously profile and analyse traffic patterns, destinations, call durations, answer-seizure ratios and spend in order to detect fraud and abuse.
• We may set and enforce credit limits, spend caps, concurrent-channel limits, destination restrictions and per-destination or velocity thresholds.
• Where we detect suspected fraud, abnormal traffic, or a sudden change in your traffic profile, we may throttle, restrict, reroute, suspend or block the affected traffic or destinations without prior notice in order to limit harm.
• You must respond promptly to our fraud and compliance enquiries, provide reasonable information about your traffic sources and customers, and take immediate action to stop confirmed fraudulent or abusive traffic.
• You remain liable for charges arising from traffic generated under your account, including fraudulent traffic, except to the extent the Terms of Service expressly provide otherwise.

Action we take to contain fraud is protective in nature. We will act reasonably and proportionately, but the prevention of fraud and the protection of the network and other customers take priority.

If you, or your customers, use the services for any form of outbound marketing, sales, survey or campaign calling, you are solely responsible for ensuring that every call is lawful and properly consented.

• You must comply with the Privacy and Electronic Communications Regulations (PECR), the UK GDPR, and the rules and codes of practice issued by Ofcom and the Information Commissioner's Office (ICO).
• You must screen against the Telephone Preference Service (TPS) and Corporate Telephone Preference Service (CTPS), and against equivalent do-not-call registries in each destination country.
• You must hold a valid lawful basis and, where required, demonstrable consent for every marketing call you make.
• You must observe rules on calling hours, abandoned and silent call rates, information messages, opt-out handling and accurate CLI presentation.
• Where traffic terminates outside the United Kingdom, you must comply with the telemarketing, consent and do-not-call laws of the destination country.

Aircom is a carrier and does not make marketing calls on your behalf. Responsibility for the legality of campaigns, consents and call content rests entirely with you and your customers.

Telephone numbers carried, hosted or ported through the Aircom network must be used lawfully and in accordance with the applicable numbering rules.

• You must only use numbers that have been validly allocated to you or to your customers, and only for purposes consistent with their designated use and geographic scope.
• Number porting requests must be genuine, properly authorised by the number's lawful user, and submitted with accurate information.
• You must not submit fraudulent, unauthorised or vexatious port requests, and you must not obstruct legitimate ports away from your network.
• You must comply with the National Telephone Numbering Plan, Ofcom's numbering conditions and the numbering rules of any relevant destination jurisdiction.
• You must promptly cease using and, where required, return or release numbers that are reclaimed, withdrawn or no longer validly assigned.

You must not do anything that compromises, or attempts to compromise, the security, integrity or availability of the Aircom network, our Session Border Controllers (SBCs), our systems or those of any carrier or customer.

• no unauthorised access to, or attempted access to, any part of our network, infrastructure, accounts, portals or data;
• no denial-of-service or distributed denial-of-service attacks, registration or call floods, malformed signalling, fuzzing, port scanning or other intrusive or disruptive activity;
• no introduction of malware, or interference with the routing, signalling or media handling of any other user;
• no probing or testing of the vulnerability of our systems without our prior written authorisation;
• you must keep your own SIP credentials, endpoints, IP authorisations, PBX systems and access devices secure, and notify us immediately of any actual or suspected compromise.

You are responsible for traffic generated through your equipment or credentials, including traffic resulting from a compromise of systems within your control.

Our network is engineered to carry voice traffic reliably at scale, and capacity is a shared resource that must be used fairly.

• You must keep your traffic within any agreed channel, port, concurrent-call and capacity limits, and request additional capacity in advance of planned growth.
• You must not send traffic in a manner, including extreme bursts, looping, or sustained call attempts to unanswered or invalid destinations, that degrades service for other users or threatens network stability.
• We may apply reasonable traffic-shaping, rate-limiting or load-management controls to protect overall service quality and network availability.
• Sustained call patterns with abnormal answer-seizure ratios, very short or very long average durations, or disproportionate signalling overhead may be treated as misuse and managed accordingly.

We take reports of fraud, nuisance calls and network abuse seriously and investigate them promptly.

If you become aware of any traffic, conduct or security issue on or relating to the Aircom network that breaches this AUP, including suspected fraud, spoofed CLI, nuisance or scam calls, or a security incident, please report it to us as soon as possible at contact@aircomlimited.co.uk.

Where you are a customer, you must report any suspected fraud or compromise affecting your account immediately and cooperate with our investigation. Please include as much detail as you can, affected numbers or CLIs, dates and times, destinations, example call records and a description of the issue, so that we can act quickly.

Breaches of this AUP put our network, our carriers and other customers at risk, and we treat them seriously.

Where we reasonably consider that traffic or conduct breaches this AUP, or where it is necessary to prevent fraud, abuse, harm or legal or regulatory exposure, we may take any of the following actions, with or without prior notice depending on the severity and urgency:

• screen, throttle, reroute, restrict or block the affected traffic, destinations, numbers or CLIs;
• suspend the affected services, or all services, in whole or in part;
• require you to take remedial action, provide information, or supply evidence of your right to send the relevant traffic;
• terminate the affected services or the agreement for material or repeated breach; and
• report suspected criminal activity, fraud or breaches to the police, Ofcom, the ICO, industry fraud-intelligence bodies or other competent authorities, and share relevant information with affected carriers.

You remain responsible for all charges incurred up to and including the point at which offending traffic is stopped, and you must indemnify us, as set out in the Terms of Service, against losses, costs, claims and liabilities arising from your breach of this AUP. We will exercise these rights reasonably and proportionately to the nature and seriousness of the breach.

The telecoms threat landscape and the applicable regulatory requirements evolve constantly. We may update this AUP from time to time to reflect changes in law, regulation, network practice or fraud-prevention measures.

The current version is always the one published on this page, and the 'last updated' date shows when it most recently changed. Where changes are material, we will take reasonable steps to notify customers. Your continued use of the services after an updated AUP takes effect constitutes acceptance of the revised policy.

If you have any questions about this Acceptable Use Policy, please contact us at contact@aircomlimited.co.uk.