Acceptable Use Policy

This Acceptable Use Policy ("AUP") sets out the rules that apply to all use of the CVTechSupport platform and, in particular, to all email and other communications sent through it. It supplements our Terms of Service and is incorporated into them by reference. Violations may result in suspension or termination without notice.

CVTechSupport sends email on behalf of Partner SaaS companies using Amazon Web Services Simple Email Service (Amazon SES). By using the Service, you also agree to comply with the AWS Acceptable Use Policy, applicable anti-spam laws (including the US CAN-SPAM Act, the UK Privacy and Electronic Communications Regulations, and the EU ePrivacy Directive), and applicable data-protection laws (including the UK and EU GDPR).

1. Permitted email use — transactional only

The Service is provided for transactional and service-related communications only, triggered by a Subscriber's own support request or by a change in the state of their subscription. Permitted message types are:

• Ticket received confirmation when a Subscriber opens a support case
• Agent replies on an open ticket and follow-up messages on the same thread
• Ticket-resolved confirmation
• Refund processed receipt, including the refund reference and amount
• Subscription cancellation confirmation
• Password reset and account-security notices, sent on the Partner SaaS's behalf
• Service-status notices such as outage or scheduled maintenance announcements relevant to the recipient's subscription
• Post-resolution feedback prompt, sent at most once per resolved ticket

2. Prohibited email use

You must not use the Service to send, or attempt to send:

• Marketing campaigns, newsletters, promotional offers, or upsell messages, whether opt-in or otherwise
• Cold outreach or prospecting messages
• Email to addresses obtained from purchased, rented, scraped, or otherwise non-consented lists
• Email to a recipient who is not a current or former subscriber of the Partner SaaS and who did not consent to service communications at sign-up
• Win-back, reactivation, or "we miss you" campaigns disguised as transactional messages
• Third-party advertising or affiliate marketing
• Chain letters, pyramid schemes, or "make money fast" content
• Any content that is unlawful, deceptive, defamatory, threatening, harassing, obscene, or that infringes intellectual property rights
• Phishing, impersonation, or other fraudulent messages
• Mail with forged headers, false return-path values, or misleading "From" identities
• Messages that violate the AWS Acceptable Use Policy

3. Consent and recipient eligibility

Every recipient of email sent through the Service must be a Subscriber of a Partner SaaS who:

• signed up directly to the Partner SaaS's product (free trial or paid),
• accepted the Partner SaaS's terms of service, and
• gave verifiable consent at sign-up to receive service-related communications relating to their account, subscription, and any support tickets they raise.

Partner SaaS companies must retain, and on request provide to CVTechSupport, records of opt-in for each recipient, including timestamp, source, and method.

4. Email content requirements

Every email sent through the Service must include:

• An accurate "From" identity that clearly names the Partner SaaS.
• A truthful, non-deceptive subject line that reflects the actual content.
• The Partner SaaS's business name and physical mailing address.
• A brief explanation of why the recipient is receiving the email (e.g. "You are receiving this email because you opened a support ticket on [product]." or "You are receiving this email because your subscription to [product] was cancelled.").
• A working link to a hosted preferences page where the recipient can manage optional notification types, where applicable.
• Authentic SPF, DKIM, and DMARC authentication on the verified sending domain.

5. Bounce and complaint thresholds

We continuously monitor bounce and complaint rates on a per-tenant and account-wide basis. Indicative ceilings are:

• Hard bounce rate — sustained rate above 4% will trigger review; above 5% will trigger automatic sending pause.
• Complaint rate — sustained rate above 0.08% will trigger review; above 0.1% will trigger automatic sending pause.

We may impose stricter thresholds at our discretion. Hard-bounce and complaint addresses are added to per-tenant and global suppression lists immediately and automatically; no further sending is permitted to them.

6. Platform abuse

In addition to the email rules above, you must not:

• Upload malware, viruses, or any code intended to disrupt or damage software or hardware.
• Attempt to gain unauthorised access to any account, system, or data on the Service.
• Probe, scan, or test the vulnerability of any system or network without prior written authorisation from us.
• Interfere with another customer's use of the Service.
• Use the Service to store or distribute content that exploits or harms minors.
• Use the Service in any way that is reasonably likely to bring CVTechSupport or our infrastructure providers into disrepute.

7. Reporting abuse

If you believe email or other content sent via CVTechSupport violates this AUP, please report it at support@cvtechsupport.com with the subject line "Abuse report". Include the full message headers and any other context that helps us investigate. We act on credible reports within one business day.

8. Enforcement

If we determine, in our reasonable judgement, that you have violated this AUP, we may:

• Issue a warning and require remediation.
• Throttle sending or quarantine specific message categories.
• Suspend sending or platform access immediately.
• Terminate your subscription under the Terms of Service.
• Cooperate with law enforcement or third parties where required.

We may take any of these actions without prior notice where the violation poses an immediate risk to deliverability, security, or compliance.

9. Changes to this AUP

We may update this AUP from time to time to reflect changes in law, AWS policy, or industry best practice. The updated AUP will be posted on this page with a new "Last updated" date. Material changes will be communicated to Partner SaaS administrators by email.