Mail, messaging and calls policy

1.Who this covers

This policy is part of the Terms of service. It covers Mail, Chat, texts, calls, Video, forms and booking pages, and messages AI drafts or sends for your business.

What is live: mailboxes are set up through our email partner, in test mode until launch. Sending is sandboxed during the preview: a message reaches only another Scale Suite inbox or a test address, or is held and never sent. Text messages and bulk email are not live yet, and their delivery providers are not chosen yet. We add each provider to the Subprocessors list before it goes live.

2.You are the sender

Your business is the sender of every email, text and call from your account, including ones AI drafts or sends under a rule you turned on. Those rules are off by default. You are responsible for following the laws on messages, including the CAN-SPAM Act, the Telephone Consumer Protection Act and state laws, and you cannot hand that responsibility to Scale.

3.Email rules

Every commercial email must:

• show who it is really from, with honest headers and a real reply address
• have a subject line that matches the message
• say clearly that it is an ad, if it is one
• include your business's valid postal address
• include a working unsubscribe link that keeps working for at least 30 days after you send
• honor every unsubscribe within 10 business days, and never sell or share the address after that

Scale adds the required parts to marketing and bulk mail sent from Mail: a one click unsubscribe header and link, your postal address in the footer, an "Advertisement" label unless every recipient opted in, and a report abuse header. Addresses that unsubscribed, bounced or complained are skipped automatically. Mail refuses lists marked as bought or rented, and checks that the From address is on a domain you added and that the subject line is honest.

Send marketing email only to people who asked for it or who have a business relationship with you. Never use bought, rented, shared, scraped or guessed lists. Large senders to Gmail and Yahoo must also offer one click unsubscribe and keep spam complaints under 0.3%.

4.Email authentication

For domains you manage in Domains, Scale adds the records that prove your mail is really yours: SPF, DKIM and DMARC. For other domains, Mail shows the records to add and grades your setup. Do not remove or weaken them. Our shared mail domain is [scalemail.biz, planned and not yet registered].

5.Sending limits

Each account can send to:

• 50 recipients a day for its first 7 days, then 300 a day [higher limits on request, to be decided]
• 30 messages a minute
• 50 recipients in one message, and 500 in one bulk send

Mailboxes also have limits set by our email partner, currently 500 messages in a rolling day, and suspected spam may be filtered or held.

We watch bounces and spam complaints over the last 7 days. If bounces reach 5% or spam complaints reach 0.3%, sending from your account pauses until a reviewer at Scale lifts it, because one sender can get mail blocked for every business on Scale. At half those rates, Mail warns you. Addresses that hard bounce or complain are never mailed again.

6.Never send

Spam, phishing, malware, spoofed or forged mail, chain letters, mail through open relays, list bombing, or mail spread across many accounts or domains to avoid limits. Mailboxes also follow our email partner's Tucows email acceptable use policy, and the partner may suspend a mailbox that breaks it.

7.Texts and calls: consent

Before you text or call someone, have the consent the law requires, and keep a record of it: who agreed, to what, when and how.

• Marketing texts and calls made with automated tools, including AI, need the person's prior express written consent. It must say what they will get, and that agreeing is not a condition of buying anything.
• Calls that use an AI or prerecorded voice need consent before the call, and written consent if they are marketing.
• Check the National Do Not Call Registry and your own do not call list before marketing calls.

Texting will need registration of your business with the carriers (10DLC). You agree to give accurate information for it. [Being built: a consent record for each contact, stored with the contact.]

8.STOP and opt outs

Every marketing text must say how to opt out. When someone replies STOP, or another word like QUIT, END, CANCEL, UNSUBSCRIBE or REVOKE, or asks to stop in any other reasonable way, stop texting them. You may send one confirmation that you received the request. HELP must get a reply with your business name and how to reach you. Honor opt outs right away, and in any case within the time the law allows. [Mike: confirm the current FCC deadline and the delayed "revoke all" rule, now set for January 31, 2027.] [Being built: STOP and HELP handled automatically when texting goes live.]

9.Quiet hours

Do not send marketing texts or make marketing calls before 8 AM or after 9 PM in the recipient's time zone. Some states are stricter, with shorter hours or no messages on some days or holidays, and you must follow them. [Mike: list the stricter states to build into the product.] Chat can hold a text until 8 AM in the recipient's time zone, and will do that for every marketing text when texting goes live.

10.Content carriers do not allow

Carriers block texts about sex, hate, alcohol, firearms, tobacco and cannabis, and lending or debt offers in many cases. Do not send them. Do not use link shorteners from public services, and always name your business.

11.AI and automated messages

Rules that let AI send messages for you are off until you turn them on. When AI talks with people outside your business, it must say it is AI. Do not use AI to make anyone think they are talking with a person, as California law forbids when it is used to sell or to sway a vote.

12.Video calls and recording

Video does not record or transcribe a call unless everyone on the call agrees first. Each person is asked, can say no or leave, and everyone sees a Recording sign the whole time. Recordings and transcripts go to the client record you chose. California and several other states require every party's consent to record a confidential call, and we require it everywhere.

Live captions are each person's own choice and use their browser's speech recognition.

13.Chat

Chat is for your team and the people you invite. The Acceptable use policy applies to every message.

14.Report abuse

Report spam, phishing or abuse from a Scale Suite account to [abuse@scalembs.com, to be set up]. Include the full message headers if you can. A person reviews reports [within 1 business day, to confirm].

15.Enforcement

We or our partners may filter, hold, slow or stop messages, and suspend sending, a mailbox or an account that breaks this policy, after notice when we can. Scale and its email partner may preserve and disclose email when the law requires it, to enforce our terms, or to protect people, the service or its users.

16.Contact

Questions about this page: legal@scalembs.com, or by mail to Scale Modern Business Solutions LLC, 2415 San Ramon Valley Blvd, Suite 4, San Ramon, CA 94583.