Acceptable use policy

1. Permitted use

Mova Desk is intended for legitimate customer support, helpdesk, field service, and business communication workflows. You may use the Service to:

• Manage support tickets and customer inquiries
• Communicate with your customers, clients, and team members
• Use AI features to triage, draft replies, and assist agents
• Automate support workflows and routing
• Integrate with third-party CRM, communication, and productivity tools
• Send SMS, MMS, and WhatsApp messages to customers who have provided proper consent
• Publish a knowledge base for self-service support
• Use the embeddable widget on your websites

2. Prohibited activities

You may not use Mova Desk to:

2.1 Illegal and harmful activity

• Violate any applicable local, state, national, or international law or regulation
• Harass, threaten, stalk, defame, or harm any individual or group
• Conduct fraudulent, deceptive, or misleading activity
• Distribute content that promotes violence, terrorism, or child exploitation
• Infringe the intellectual property rights, privacy rights, or other rights of third parties

2.2 Spam and unsolicited messaging

• Send unsolicited bulk email, SMS, or messages of any kind
• Send SMS or MMS messages to recipients who have not provided prior express consent (or prior express written consent for marketing messages) as required by the TCPA and applicable regulations
• Ignore, circumvent, or delay processing opt-out requests (STOP messages)
• Spoof sender identity, phone numbers, or email addresses
• Use purchased, rented, or scraped phone number or email lists
• Send messages that violate CTIA Messaging Principles or carrier acceptable use policies
• Send SHAFT content (sex, hate, alcohol, firearms, tobacco) or cannabis-related content via SMS/MMS without explicit carrier approval

2.3 Technical abuse

• Transmit malware, viruses, trojans, worms, or other malicious code
• Attempt to gain unauthorized access to the Service, other users' accounts, or connected systems
• Scrape, crawl, or harvest data from the Service in violation of our Terms
• Reverse engineer, decompile, disassemble, or attempt to extract the source code of the Service
• Interfere with or disrupt the integrity or performance of the Service or its infrastructure
• Attempt to bypass, manipulate, or exploit the billing system, rate limits, or usage quotas
• Use automated tools to create accounts, send messages, or interact with the Service in ways not authorized by our API documentation

2.4 AI feature misuse

• Attempt to circumvent AI content filters or safety mechanisms
• Use AI features to generate harmful, deceptive, misleading, or illegal content
• Use AI outputs in ways that violate the terms of service of the underlying AI providers (Anthropic, OpenAI)
• Represent AI-generated content as human-authored in contexts where disclosure is legally required
• Use AI features to generate content that infringes intellectual property rights

2.5 Commercial misuse

• Resell, sublicense, or provide access to the Service to third parties without explicit written permission (except as permitted under the Agency tier's white-label feature)
• Use the Service to build a competing product or service
• Benchmark the Service for publication without our prior written consent

3. SMS and messaging standards

Organizations using Mova Desk's SMS, MMS, and WhatsApp features must adhere to the following standards in addition to the prohibitions listed above:

• Consent: Maintain proper consent records for every recipient. Marketing messages require prior express written consent. Transactional messages require prior express consent.
• Identification: Every message must clearly identify your organization as the sender.
• Opt-out:Every marketing message must include opt-out instructions (e.g., "Reply STOP to unsubscribe"). Opt-outs must be honored immediately.
• Timing:Do not send marketing messages before 8:00 AM or after 9:00 PM in the recipient's local time zone.
• Campaign registration: Complete A2P 10DLC brand and campaign registration before sending messages through US 10-digit long codes.
• Content: Messages must be truthful, not misleading, and must match your registered campaign use case.
• Frequency: Do not exceed the message frequency disclosed to recipients at the time of opt-in.

Greenwood 360 LLC reserves the right to suspend SMS capabilities for any organization that violates these standards or receives carrier complaints. Repeated violations may result in permanent removal of messaging features and/or account termination.

4. AI features

AI features in Mova Desk — including triage, reply drafting, sentiment analysis, deflection, and knowledge base suggestions — are provided to assist human agents. You are responsible for reviewing and approving AI-generated content before it is sent to customers. You may not use AI features to generate deceptive, harmful, or misleading content.

If you use the BYOK (Bring Your Own Key) feature, you are additionally responsible for ensuring your use complies with the terms of service of your AI provider (Anthropic or OpenAI).

5. Data you submit

You are responsible for ensuring that customer data you submit to the Service is collected and processed in accordance with applicable privacy laws, including:

• Obtaining any required consents from individuals whose data you submit
• Complying with GDPR, CCPA/CPRA, and other applicable data protection regulations
• Not submitting sensitive personal data (e.g., Social Security numbers, health records, payment card numbers) in ticket fields or messages unless encrypted and specifically authorized by your compliance officer
• Ensuring that phone numbers you upload for SMS campaigns have valid, documented consent

6. OAuth and integration use

When connecting third-party services (Google, Microsoft, Slack, CRMs, etc.) to Mova Desk, you agree to:

• Only connect accounts and services you are authorized to use
• Comply with each provider's terms of service and acceptable use policies
• Not use integrations to access data you are not authorized to view
• Promptly disconnect integrations if your authorization to use the connected service is revoked
• Not use OAuth tokens obtained through Mova Desk for purposes outside the Service

7. Resource limits

You agree not to use the Service in a way that places unreasonable or disproportionate load on Greenwood 360 LLC infrastructure. Automated API usage must comply with documented rate limits. Excessive use that degrades the experience for other users may be throttled or restricted with notice.

8. Reporting violations

If you believe another user is violating this policy, or if you receive unwanted SMS messages from a Mova Desk user, please report it to abuse@usemova.app. We review all reports and take appropriate action, which may include:

• Warning the offending account
• Suspending specific features (e.g., SMS capabilities)
• Suspending or terminating the account
• Reporting the violation to relevant authorities if required by law

9. Enforcement

Greenwood 360 LLC reserves the right to investigate suspected violations of this policy and to take any of the following actions:

• Issue a warning with a deadline for corrective action
• Suspend specific features (messaging, AI, integrations, API access)
• Suspend or terminate accounts found to be in violation
• Remove or disable content that violates this policy
• Report violations to law enforcement or regulatory bodies where required

We will notify affected users of enforcement actions except where prohibited by law, where notice would compromise an investigation, or in cases of severe or repeated violations requiring immediate action.

For SMS-related violations, we may be required to suspend messaging capabilities immediately to comply with carrier requirements, without prior notice.

10. Changes to this policy

We may update this Acceptable Use Policy from time to time. When we make material changes, we will notify you via email or an in-app notification at least 30 days before the changes take effect. Continued use of the Service after the effective date constitutes acceptance of the updated policy.