Make calls, run your business, treat our network and our team with respect. That’s all we ask. This policy outlines the details.
This Acceptable Use Policy forms part of your agreement with us and is incorporated into our Terms of Service. It applies to you and to everyone who uses the service on your account; staff, contractors, and anyone else you give access to.
Most of it is what you’d expect. It exists so that one account can’t degrade the network for everyone else, and so we have a clear basis to act when something goes wrong.
The service is provided for the normal business use of your organisation. Each extension is intended for one named user or one designated location, such as a boardroom or a warehouse phone.
What we’ve built is a business telephone system, and it’s priced for regular business use, people making and taking the calls a normal working day involves. It isn’t designed for excessive use, continuously open lines, or call-centre style operations, whether that’s high-volume inbound queues or sustained outbound campaigns. If that’s what your business needs, tell us and we’ll price it properly rather than leave you to find the limits on your own. The thresholds are set out under Unlimited calling and fair use.
You may not resell the service, or provide it to another business as though it were your own, without a written partner agreement with us.
We’re a small team and we develop ongoing relationships with our customers. We are here to help and we expect every conversation to be professional, warm and respectful. That is how we intend to speak to you, and it is what we expect in return. Our calls are recorded in accordance with our privacy policy, for compliance of this policy.
We do not work with clients who are rude, disrespectful or discriminatory towards our team.
Any customer found in violation of this policy will be given a verbal warning, which will be followed by cancellation of your services and an invite to find an alternative provider.
This policy runs in both directions. If anyone on our team is rude or disrespectful toward you, or your team, please contact us.
Unlimited North American calling means Canada and the United States only. Anywhere else sometimes counted as North America — Mexico and the Caribbean included — is billed as an international call. Within Canada and the US, it means unlimited normal business calling. It isn’t a wholesale minute pool, and it isn’t intended for continuously open lines, broadcast dialling or call-centre style outbound campaigns unless we’ve agreed that in writing.
Where usage exceeds 30% above our average customer call volume, calculated by extension or by business, we may charge for it or limit it.
Each softphone licence (digital extension), whether used on our web application or mobile app, is assigned to a single individual. This means each individual that is using softphones must have their own unique login (digital extension) and may not share access with others. A single user may be signed into both the web application and the mobile app at the same time, however they cannot be shared with others.
This policy does not apply to physical desk phones or shared hardware devices. For example: phones in common areas or conference rooms may be shared.
This policy only applies to softphone usage. Any violation of this policy will result in additional licensing being required.
Where texting is enabled, the consent, registration and content rules under The Service apply, and form part of this policy. Carrier restrictions on message content are set by the carriers and change from time to time.
Where you record or monitor calls, you are responsible for meeting the legal and privacy requirements that apply to you, including notifying the people on the call. See Call recording.
Automatic dialling systems, predictive diallers, power diallers, broadcast or blast dialling, and any equipment that places calls without a person initiating each one are not permitted on the service without our prior written approval.
Pre-recorded and artificial-voice calls placed for marketing purposes are not permitted at all.
If you make outbound sales calls, the rules that govern them are yours to follow. That includes the CRTC’s Unsolicited Telecommunications Rules and the National Do Not Call List, the calling-hour restrictions, the requirement to identify yourself and give a contact number, and the obligation to honour a do-not-call request.
Commercial email and text messages are governed by Canada’s Anti-Spam Legislation. Consent, identification and unsubscribe are your obligations, not ours.
We may act on complaints we receive about calls or messages originating from your account, and we may be required to identify your account to a regulator investigating one.
You may not use the service to:
You may not attempt to gain unauthorised access to any part of our network, scan or probe it, interfere with another customer’s use of the service, or place a load on it designed to degrade it.
You are responsible for securing the equipment and credentials on your account. Weak or shared passwords and unprotected voicemail PINs are the most common route into a business phone system — the consequences are covered under Fraud and unauthorized use.
911 must only be dialled in a genuine emergency. Test calls, prank calls and false reports are offences, they consume emergency resources, and any charges we incur as a result are billed to your account.
If you need to verify that 911 works from a new site, contact us and we will arrange it properly.
Violations include using the service for illegal activity, running automated dialling systems, or any usage we determine to be excessive: beyond standard business telephone use. Where that happens we may apply additional charges, suspend the service, or both.
We may act immediately and without notice where we reasonably suspect fraudulent or illegal activity, but only as far as is needed to stop it, and we’ll restore the service as soon as the issue is resolved.
Depending on what has happened and how serious it is, we may:
Where we can reach you first and sort it out with a phone call, that’s what we’ll do. Immediate suspension is reserved for fraud, illegal activity, and anything actively damaging the network or another customer.
If you believe the service is being misused — whether on your account or by someone contacting you from ours — tell us at abuse@b1communications.ca or call 604-674-3000.
Carrier and regulatory requirements change, and this policy changes with them. The current version always lives here. Material changes are notified under Changes to these terms.
Ask before you do it. Talk to your account manager, or reach the Vancouver team on 604-674-3000. To report misuse, email abuse@b1communications.ca.
B1 Communications Inc.
115 – 1868 Glen Drive
Vancouver, BC V6A 4K4