Fair Usage Policy

Last updated: April 26, 2024

This Fair Usage Policy (“Policy”) is a binding component of the UpCentral Terms of Service (the “Agreement”) and applies to all users and Customers of UpCentral. By creating an account, accessing, or using our services, you acknowledge that you have read, understood, and agreed to this Policy in full.

What Is Considered Fair Use

The Unlimited Plan is designed for typical, day-to-day business communication by a single business entity. Usage that substantially exceeds what is considered normal or reasonable may be deemed excessive or abusive.

  • Excessively high volumes of outbound calls or text messages
  • Use of automated, predictive, or robo-dialers
  • Operating an unusually large number of extensions, users, or devices under one account
  • Sharing access across multiple unrelated users or businesses

Such patterns are not considered fair use under any Unlimited Plan and may result in corrective action.

Text Messaging Limits

Unless explicitly stated in a signed Order Form, each active user license includes a maximum of 3,000 outbound SMS messages per calendar month, prorated in the first month based on account activation.

  • Messages via automation platforms (e.g., Zapier, API, third-party triggers) are billed separately
  • International SMS is billed separately and not included in the monthly limit
  • Messages between users within the same UpCentral account or other UpCentral users are exempt

Important: Sending over 3,000 outbound messages per day may trigger a compliance review. UpCentral may restrict traffic or require registration with telecom carriers. Customers are responsible for any associated compliance fees.

Voice Calling Limits

Unless otherwise stated in a signed Order Form, each user license includes 1,000 outbound call minutes per month, prorated in the first month.

  • International voice calls are excluded and billed at current rates
  • Calls within the same account or to other UpCentral users do not count against the limit

Note: Customers are solely responsible for monitoring and managing their own usage. UpCentral does not provide advance notifications when usage approaches or exceeds allocated voice call minutes. Any overage will be automatically billed at the prevailing rate, and continued use constitutes acceptance of these charges as part of the agreed service terms.

Device Access Policy

Each licensed user is allowed access on:

  • One (1) desktop or laptop computer
  • Up to two (2) mobile devices

Using automated dialing systems, rotating devices, or call center setups to bypass limits is strictly prohibited. UpCentral may restrict access or adjust your plan to better match your usage.

Abuse, Monitoring & Enforcement

UpCentral services are intended solely for standard business communications—not for mass marketing, unsolicited messaging, or high-volume automated usage.

  • We may audit or investigate account activity at any time
  • We may apply overage charges without prior notice
  • We may modify, suspend, or terminate accounts violating this Policy or the Terms of Service

Actions We May Take

If your usage violates this Policy, UpCentral may, at its sole discretion and without prior notice:

  • Apply additional charges based on actual usage
  • Convert your account to a Pay-As-You-Go plan
  • Suspend or terminate your service in cases of ongoing misuse

These actions help maintain fairness and service quality for all customers on our platform.

Legal Binding Agreement

This Policy is legally binding as part of your agreement with UpCentral. By using our services, you agree to all billing, usage, and compliance provisions herein. No refunds will be granted for usage that violates this Policy.

All disputes will be handled in accordance with the UpCentral Terms of Service.

Flexible Options Available

If your business requires higher or more flexible usage, our Pay-As-You-Go Plan may be better suited to your needs. For help selecting the right plan, contact us at [email protected] or reach out via live chat.