Acceptable Use Policy

1) Your Responsibilities

You are responsible for: (a) your account, credentials, and all activities under it; (b) ensuring your use of the Service complies with this AUP and all applicable laws and industry rules (e.g., insurance, consumer protection, telemarketing, TCPA, TSR, state call-recording laws); and (c) providing any notices/consents required to process personal data or to record or analyze communications.

2) Permitted Uses

• Real-time call guidance, coaching, and after-call analytics to improve customer experience and agent performance.
• Generating concise next-best actions, summaries, and notes that your team reviews and owns.
• Searching knowledge you upload (e.g., product FAQs, carrier changes) and using that context to assist conversations.
• Integrating with approved CRMs, dialers, or ticketing systems to streamline compliant workflows.

3) Prohibited Activities

You may not use the Service to, or in connection with, any of the following:

3.1 Illegal, harmful, or abusive behavior

• Violating any law or regulation, including consumer protection, privacy, data protection, export controls/sanctions, telemarketing/TCPA/TSR, or call-recording/consent laws.
• Harassment, hate, discrimination, stalking, bullying, doxxing, or threats of harm.
• Sexual content involving minors; sexual exploitation; human trafficking; or other exploitative content.
• Encouraging self-harm, violence, terrorism, or criminal activity.
• Fraud, phishing, social engineering, or deceptive practices (including impersonation).

3.2 Security violations & network abuse

• Introducing malware, spyware, or attempting to bypass security or rate limits.
• Probing, scanning, or testing the vulnerability of any Kolby system without written authorization.
• Interfering with the Service, platform stability, or other users’ access (e.g., DDoS, resource exhaustion).
• Scraping or harvesting data outside intended product features, or mass-downloading output to replicate the Service.

3.3 Intellectual property & content misuse

• Uploading or generating content that infringes or misappropriates someone else’s IP or rights of publicity/privacy.
• Removing proprietary notices or attempting to reverse engineer, decompile, or derive source from the Service.
• Benchmarking or publishing performance comparisons in a misleading or non-permitted manner.

3.4 Sensitive or high-risk use without proper safeguards

• Relying on Kolby for emergency services or life-critical support.
• Providing medical, legal, tax, financial, or insurance advice without licensed human review and final approval.
• Processing special category data (e.g., health, biometrics) unless you have a lawful basis, proper disclosures, and have enabled Kolby settings/controls designed for that data type.

4) AI Guidance & Output Use

• Outputs are suggestions—not facts or directives. Agents must use independent judgment and comply with carrier, company, and regulatory requirements. You are responsible for reviewing the accuracy and suitability of any output before acting.
• Do not present Kolby’s output as a substitute for professional judgment or licensed advice. Include required disclaimers and disclosures in your communications as applicable.
• Do not use outputs to fabricate consent, mislead consumers, or misrepresent coverage, pricing, or terms.

5) Data, Privacy & Content Standards

• Only upload or capture data you are authorized to process. Obtain all consents required by law (e.g., call recording notices).
• Do not upload malware, illegal content, or data that unlawfully copies competitors’ trade secrets or confidential information.
• Respect consumer privacy choices; honor opt-outs; and comply with data retention/deletion obligations.
• If you upload policies, reminders, or knowledge, you are responsible for keeping them accurate and up to date.

6) Calling, Recording & Compliance

This section matters for teams using Kolby with live calls and transfers.

• Consent & notices: You must comply with federal/state/provincial call-recording and monitoring rules (e.g., all-party consent in some U.S. states). Provide required disclosures before recording or analyzing audio.
• Telemarketing rules: Comply with TCPA/TSR and analogous laws (e.g., DNC scrubbing, consent for autodialed calls/SMS, calling time-of-day limits, identification, and opt-out mechanisms).
• Fair presentation: Do not instruct Kolby to generate deceptive scripts or to obscure material facts about insurance products, coverage, or costs.
• Emergency & crisis calls: Do not use Kolby for 911 or similar life-critical services.

7) Security, Access & Fair Use

• Protect credentials; don’t share accounts. Use strong passwords and, where available, SSO/MFA.
• Use the Service only through documented interfaces; do not create undisclosed parallel systems that depend on scraping or private endpoints.
• Adhere to reasonable rate limits and usage thresholds. We may throttle or suspend abusive patterns to protect service quality.
• Don’t attempt to bypass metering or billing, or to mask the true source of requests.

8) Integrations & API

• Use only approved connectors or API methods and comply with any separate developer terms and keys/secret handling requirements.
• Do not transmit sensitive data to third-party systems unless permitted and properly disclosed to your users/customers.
• You are responsible for permissions you grant to integrations and for data they retrieve or create.

9) Monitoring & Enforcement

Kolby may monitor use (in compliance with our Privacy Policy) to protect the Service and enforce this AUP, including automated or manual review of suspicious activity. We may remove or disable content, throttle features, suspend or terminate accounts, block traffic, or notify appropriate authorities where misuse is suspected.

Consequences for violations may include:

• Warning, education, or required remediation
• Feature limitations or temporary suspension
• Account termination for repeated or severe violations
• Preservation of records and referral to law enforcement where legally required

We may also charge for investigative costs or damages as allowed by the Terms and applicable law.

10) Reporting Violations

If you believe this AUP is being violated, please contact our team at abuse@kolby.com (security issues: security@kolby.com). Provide as much detail as possible (date/time, involved accounts, call IDs/URLs, and a description of the behavior).

11) Regions, Sanctions & High-Risk Use

• Do not use the Service where prohibited by export control or sanctions laws, or in violation of embargoes.
• Kolby is not designed for nuclear, aviation, medical devices, or other safety-critical uses where failure could lead to death, personal injury, or severe environmental damage.

12) Changes to this Policy

We may update this AUP from time to time. When we do, we will update the date at the top of this page. Material changes will apply prospectively. Your continued use of the Service after changes become effective constitutes acceptance of the updated AUP.

13) Contact Kolby

Questions about this AUP? Reach us at legal@kolby.com.

This Acceptable Use Policy is intended to promote safe and lawful use of Kolby AI while protecting our users and the public. It works in tandem with our Terms, Privacy, and Security pages.