Acceptable Use Policy

1. Overview

This Acceptable Use Policy defines the rules and guidelines for using the Lamdesk platform and Services provided by Lam Technologies Private Limited ("Company," "we," "our," or "us"). This policy ensures that all users can enjoy a safe, reliable, and trustworthy platform.

You agree to use the Services only for lawful purposes and in compliance with this AUP, our Terms of Service, our Privacy Policy, and all applicable laws and regulations. You are responsible for ensuring that your End Users, agents, and anyone accessing the Services through your account also comply with this AUP.

2. Prohibited Content

You may not use the Services to store, transmit, distribute, or make available any content that:

• Is illegal: Violates any applicable local, national, or international law, regulation, or court order
• Is harmful or abusive: Promotes violence, terrorism, self-harm, or harm to others; contains threats, harassment, bullying, or intimidation
• Is hateful: Promotes discrimination, hatred, or violence against individuals or groups based on race, ethnicity, national origin, religion, gender, gender identity, sexual orientation, disability, age, or any other protected characteristic
• Is sexually explicit: Contains pornography, sexually explicit material, or content involving the exploitation of minors
• Is fraudulent or deceptive: Contains false, misleading, or deceptive information designed to trick, scam, or defraud others
• Infringes rights: Violates or infringes the intellectual property rights, privacy rights, publicity rights, or other rights of any third party
• Contains malware: Includes viruses, trojans, worms, ransomware, spyware, adware, or any other malicious code or software
• Is defamatory: Contains content that is libelous, defamatory, or constitutes an invasion of privacy
• Violates export controls: Is subject to export controls or sanctions restrictions and is transmitted in violation of such laws

3. Prohibited Activities

You may not use the Services to:

• Engage in any form of illegal activity, including fraud, money laundering, financing of terrorism, or sale of illegal goods/services
• Send, facilitate, or enable unsolicited bulk communications (spam), including emails, SMS, WhatsApp messages, or messages through any other channel, in violation of applicable anti-spam laws (CAN-SPAM, GDPR, CASL, TCPA, etc.)
• Harvest, scrape, or collect personal data from the Services or connected platforms without authorization
• Attempt to gain unauthorized access to the Services, other users' accounts, or any connected systems or networks
• Interfere with, disrupt, degrade, or impair the Services or any connected infrastructure (including denial-of-service attacks)
• Reverse engineer, decompile, disassemble, decode, or otherwise attempt to derive the source code of the Services
• Circumvent, disable, or interfere with any security features, access controls, rate limits, or usage restrictions of the Services
• Use the Services to develop a competing product or copy any features, functionality, or design elements
• Resell, sublicense, lease, or redistribute access to the Services without our written permission
• Use automated bots, crawlers, scrapers, or similar tools to access the Services (except through our official APIs within documented rate limits)
• Impersonate any person or entity, or falsely represent your affiliation with any person or entity
• Use the Services for high-risk activities where failure could lead to death, personal injury, or environmental damage (e.g., nuclear facilities, air traffic control, medical life-support systems)

4. Messaging & Communication Rules

When using Lamdesk's messaging and communication features (WhatsApp, email, SMS, social media, live chat, voice), you must:

4.1 Consent Requirements

• Obtain valid, documented consent from recipients before sending marketing or promotional messages
• Maintain records of consent (including when and how consent was obtained) for all marketing recipients
• Honor opt-out/unsubscribe requests promptly (within 10 business days or sooner as required by applicable law)
• Include a clear and functional unsubscribe/opt-out mechanism in all marketing communications

4.2 Content Requirements

• Clearly identify yourself and your organization in all communications
• Provide accurate "From" information (sender name, email address, phone number)
• Use accurate, non-deceptive subject lines in emails
• Include your physical mailing address or a link to it in commercial emails (as required by CAN-SPAM and similar laws)
• Comply with all WhatsApp Business Policy requirements for template messages and business-initiated conversations

4.3 Prohibited Messaging Practices

• Sending messages to purchased, rented, or third-party lists where you have no direct relationship or valid consent
• Using the Services to send messages on behalf of third parties without proper authorization
• Spoofing or forging message headers, sender information, or caller ID
• Sending messages at excessive volumes designed to overwhelm recipients or their systems
• Using deceptive tactics to collect phone numbers, email addresses, or other contact information
• Sending messages that violate "Do Not Call" (DNC) registry requirements

4.4 Call Recording Compliance

If you use Lamdesk Voice features with call recording enabled, you must:

• Comply with all applicable consent laws for call recording in the jurisdictions where you operate (one-party vs. two-party consent laws)
• Notify all parties to a call that the call is being recorded (where required)
• Provide clear disclosure at the beginning of recorded calls
• Not record calls where prohibited by law or where required consent has not been obtained

5. Platform Integration Rules

When using integrations with third-party platforms, you must comply with each platform's terms, policies, and guidelines:

5.1 Meta Platforms (Facebook, Instagram, WhatsApp)

• Comply with the WhatsApp Business Policy and Commerce Policy
• Comply with the Meta Platform Terms and Developer Policies
• Do not use Meta platform data for surveillance, unauthorized profiling, or purposes prohibited by Meta's policies
• Do not send WhatsApp template messages that violate WhatsApp's content policies
• Respond to WhatsApp customer-initiated conversations within the 24-hour messaging window or use approved template messages outside this window

5.2 Google/Gmail

• Comply with Google API Services User Data Policy
• Do not use Gmail integration to send bulk unsolicited emails
• Respect Gmail's sending limits and anti-abuse policies

5.3 Telegram

• Comply with Telegram Bot API Terms of Service
• Do not use Telegram bots for spam, harassment, or unsolicited communications

6. Security Requirements

To maintain the security and integrity of the Services, you must:

• Use strong, unique passwords for your account and change them periodically
• Enable multi-factor authentication (MFA) for all accounts with administrative access
• Keep your account credentials, API keys, and webhook secrets confidential
• Promptly notify us at security@lamdesk.com if you suspect unauthorized access to your account
• Not share accounts or credentials between multiple individuals (each user should have their own account)
• Regularly review and revoke access for team members who no longer require it
• Use secure methods (HTTPS, TLS) when integrating with Lamdesk APIs
• Not attempt to probe, scan, or test the vulnerability of the Services without our prior written authorization

7. AI Feature Usage Rules

When using Lamdesk's AI-powered features (AI agents, smart replies, content generation, sentiment analysis, voice AI), you must:

• Maintain human oversight: Review AI-generated content and responses before they reach end customers in sensitive contexts
• Disclose AI use: Where required by applicable law or platform policy, clearly disclose to your customers when they are interacting with an AI agent rather than a human
• Not use AI for harmful purposes: Do not use AI features to generate content that violates this AUP, including hateful, fraudulent, deceptive, or illegal content
• Not attempt to bypass safety controls: Do not attempt to circumvent AI safety filters, content moderation systems, or output restrictions
• Not use AI for automated decisions with legal effects: Do not use AI features as the sole basis for decisions that produce legal or similarly significant effects on individuals without appropriate human review
• Comply with AI regulations: Ensure your use of AI features complies with applicable AI regulations (e.g., EU AI Act, local AI governance requirements)

8. Data Handling Obligations

When storing or processing personal data through the Services, you must:

• Comply with all applicable data protection and privacy laws (GDPR, CCPA, LGPD, DPDPA, PDPA, POPIA, APPI, PIPA, PIPEDA, etc.)
• Have a valid legal basis for collecting and processing personal data of your contacts and customers
• Maintain a privacy policy that accurately describes your data practices and make it available to your data subjects
• Respond to data subject requests (access, deletion, correction, portability) in a timely manner
• Not upload or store sensitive personal data (health records, financial account numbers, government IDs, biometric data) unless you have appropriate legal grounds and security measures in place
• Not use the Services to process data of children under the applicable minimum age without verifiable parental consent
• Report any data breaches involving data stored in the Services to us promptly at security@lamdesk.com

9. Enforcement

We reserve the right to investigate potential violations of this AUP and take appropriate action, which may include:

9.1 Graduated Enforcement

• Warning: For first-time or minor violations, we may issue a written warning with specific remediation requirements
• Content removal: We may remove or disable access to content that violates this AUP
• Feature restriction: We may restrict access to specific features (e.g., messaging, API access) associated with the violation
• Temporary suspension: We may temporarily suspend your account pending investigation or remediation
• Permanent termination: For severe or repeated violations, we may permanently terminate your account without refund

9.2 Immediate Action

We may take immediate action (including suspension) without prior notice for violations that:

• Pose an immediate threat to the security or integrity of the Services
• Involve illegal activity or content
• Involve fraud, phishing, or financial crimes
• Cause or may cause harm to other users or third parties
• Expose Lamdesk to legal liability
• Violate third-party platform policies in ways that could affect Lamdesk's platform access (e.g., Meta or Google policy violations)

9.3 Appeals

If you believe an enforcement action was taken in error, you may appeal by contacting us at legal@lamdesk.com within 30 days. We will review your appeal and respond within 15 business days.

10. Reporting Violations

If you become aware of any violation of this AUP by another user, or if you encounter content or activity that you believe violates this policy, please report it to us:

• Email: abuse@lamdesk.com
• Security issues: security@lamdesk.com

Please include as much detail as possible (account information, description of the violation, screenshots or evidence) to help us investigate promptly. We will not retaliate against anyone who reports violations in good faith.

11. Changes to This Policy

We may update this Acceptable Use Policy from time to time. When we make changes, we will update the "Last updated" date at the top. For material changes, we will notify you via email or through a prominent notice on the Services at least 15 days before the changes take effect. Your continued use of the Services after the effective date of changes constitutes acceptance.

12. Contact Us

If you have questions about this Acceptable Use Policy, please contact us: