Acceptable use policy

By using our software, you agree not to use any of our software or services to:

  • engage in or support any activity illegal under the law of England & Wales

  • disseminate defamatory, discriminatory, vilifying, sexist, racist, abusive, rude, insulting, threatening, obscene or otherwise inappropriate messages or media

  • invade or attempt to invade the privacy of others, including using or disclosing personal information

  • violate any of the terms of services of any of the platforms we use, including but not limited to Facebook and Twilio

  • causes damage, disruption or problems to the service or its other users

 

Use of all our products and services is subject to their being used in line with our principles and beliefs, as outlined in our core values.

If our services are not being used in line with these values, then we reserve the right to take appropriate action to prevent this, including terminating our working relationship altogether in line with our contractual provisions on this topic.

Our values

 

Fair use

Our fair usage policy is that all customers should be able to use the service in an appropriate manner to help create a more equal society.

A very small number of customers may use an excessive amount of resource at peak times, to the extent that it can impair the service of others.

As part of this fair usage policy, we may identify a very small number of very heavy users. We will communicate with these users to try and establish what is driving their specific high usage, and to work with them to change their usage patterns and habits to the benefit of all. In extreme cases, ChangeLab may be required to apply management techniques to reduce the impact the heavy users have of the service delivery of others.

 

Urgent and extreme cases

In an urgent or extreme case, for example where services are likely to be significantly impacted, or where we believe your system or ours is under attack (e.g. a denial of service attack) or where we believe your system or ours has been compromised (e.g. a hacker or a security breach) we may stop services, or temporarily restrict your access to them. Before we do this, or in urgent situations immediately after doing so, we'll always contact you to discuss possible solutions.

In some cases, even without an attack or breach, if your use of our software continues to impact other users or is generating costs to us that are significantly higher when compared to other customers on the same contract, we may isolate your services from the multi-tenanted environments and pass the costs onto you. Before we do this, or in urgent situations immediately after doing so, we'll always contact you to discuss possible solutions.