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ZappService Fair Use Policy

Version: 1.0 Effective Date: [DATE] Last Updated: [DATE]

1. PURPOSE

This Fair Use Policy establishes guidelines for acceptable use of ZappService to ensure equitable resource allocation, system stability, and quality service delivery to all users. Excessive resource consumption by individual users can negatively impact service quality for others.

This policy applies to all users of the ZappService platform, including End Users accessing through Customer accounts.

2. GENERAL PRINCIPLES

2.1 Equitable Resource Sharing

All users have equal rights to platform resources within their subscription tier. Users agree to:

  • Use resources reasonably and in accordance with subscription limits
  • Not intentionally monopolize system resources
  • Respect the resource allocation of other users
  • Report suspected abuse of fair use policies

2.2 Service Stability

Fair use restrictions protect system stability and availability. Violations may result in:

  • Automatic rate limiting
  • Request throttling
  • Temporary service suspension
  • Permanent account termination (in severe cases)

2.3 Scope of Policy

This policy applies to:

  • API request rates and frequency
  • Concurrent connection limits
  • Data storage and transfer volumes
  • Background job processing
  • Report generation and batch operations
  • File upload and attachment processing

3. API RATE LIMITS

3.1 Rate Limit Tiers

Rate limits are allocated per subscription plan:

| Plan Tier | Requests/Minute | Requests/Hour | Burst Limit | |-----------|-----------------|---------------|------------| | Free | 10 | 600 | 20 | | Starter | 30 | 1,800 | 60 | | Professional | 100 | 6,000 | 200 | | Enterprise | 500 | 30,000 | 1,000 |

3.2 Rate Limit Headers

All API responses include rate limit information:

X-RateLimit-Limit: 600
X-RateLimit-Remaining: 582
X-RateLimit-Reset: 1609459261

3.3 Exceeding Rate Limits

When rate limits are exceeded:

  1. First 10 requests over limit: HTTP 429 (Too Many Requests) response
  2. Persistent violations (>1 hour): Automatic throttling applied
  3. Severe violations (>4 hours): Temporary API suspension (1-24 hours)
  4. Repeated violations (>5 in 30 days): Account review and potential termination

3.4 Rate Limit Exceptions

No exceptions to rate limits are granted except:

  • Emergency situations documented in writing
  • Enterprise customers with custom rate limit agreements
  • Authorized background job processing with prior approval

4. CONCURRENT CONNECTION LIMITS

4.1 Concurrent User Limits

Subscription plans include concurrent user limits:

| Plan Tier | Included Users | Additional Cost | |-----------|----------------|-----------------| | Free | 1 | N/A | | Starter | 3 | €5/user/month | | Professional | 10 | €3/user/month | | Enterprise | Unlimited | [Custom] |

4.2 Session Management

  • Sessions expire after 30 minutes of inactivity
  • Simultaneous logins from different locations are allowed
  • Background processes count toward concurrent limit
  • Shared accounts count each active session separately

4.3 Exceeding Concurrent Limits

When limits are exceeded:

  1. First occurrence: Warning email to account administrator
  2. Second occurrence (within 30 days): Oldest session automatically terminated
  3. Persistent violations: Account suspension until plan upgraded or users removed

5. DATA STORAGE & TRANSFER LIMITS

5.1 Storage Quotas

Storage allocations per subscription tier:

| Plan Tier | Storage Allocation | Cost per GB | Max Allocation | |-----------|-------------------|------------|----------------| | Free | 5 GB | N/A | 5 GB | | Starter | 50 GB | €0.50/GB | 500 GB | | Professional | 500 GB | €0.30/GB | 2 TB | | Enterprise | Unlimited | [Custom] | [Custom] |

5.2 Storage Monitoring

  • Users receive email warnings at 75%, 90%, and 100% of quota
  • Uploads are blocked when quota is exceeded
  • Data retention policies may apply (see Privacy Policy)

5.3 Data Transfer Limits

Monthly data transfer limits per tier:

| Plan Tier | Download Allocation | Upload Allocation | |-----------|-------------------|-------------------| | Free | 10 GB/month | 10 GB/month | | Starter | 100 GB/month | 100 GB/month | | Professional | 1 TB/month | 1 TB/month | | Enterprise | Unlimited | Unlimited |

5.4 Excessive Transfer

If monthly transfer exceeds limits by:

  • <10%: Additional €0.10 per GB charged
  • 10-25%: Service throttled to previous month's average + 10%
  • >25%: Service temporarily suspended until overages resolved

6. FILE & ATTACHMENT LIMITS

6.1 Individual File Limits

  • Maximum file size: 500 MB per file
  • Maximum attachment size: 2 GB per activity/record
  • Supported formats: See documentation for approved types

6.2 Batch Upload Limits

  • Maximum files per upload: 100 files
  • Maximum concurrent uploads: 5 simultaneous
  • Maximum bulk operations: 1,000 records per operation

6.3 File Retention

Files may be subject to automatic deletion per Privacy Policy data retention schedule.

7. VOICE PROCESSING AND ARTIFICIAL INTELLIGENCE

7.1 Voice Processing Limits

Voice command processing uses external AI services with the following limits:

| Plan Tier | Commands/Day | Max Audio Duration | Transcriptions/Month | |-----------|-------------|-------------------|---------------------| | Free | 10 | 30 seconds | 300 | | Starter | 50 | 60 seconds | 1,500 | | Professional | 200 | 120 seconds | 6,000 | | Enterprise | Unlimited | 300 seconds | Unlimited |

7.2 AI Services Usage

Audio Processing:

  • Audio files are processed temporarily (maximum 5 seconds retention)
  • Audio is automatically deleted after transcription
  • No audio is permanently stored
  • Only transcribed text is retained for activity logging

Services Used:

  • Mistral AI (Voxtral) - Voice transcription
  • OpenRouter (Claude/GPT) - Natural language understanding
  • Google Gemini - Code analysis (development only)

7.3 AI Usage Restrictions

Absolute Prohibitions:

  • Attempting to extract AI model training data
  • Using voice commands to generate inappropriate content
  • Bypassing AI safety filters
  • Submitting audio with illegal or harmful content
  • Using voice for prompt injection attacks

Rate Limits:

  • Maximum 10 voice commands per minute
  • Maximum 100 commands per hour
  • Audio files must be less than 20MB
  • 1-second cooldown between commands

7.4 AI Processing Failures

In case of AI service failures:

  • Transcriptions may be delayed or unavailable
  • Voice commands may return temporary errors
  • AI features are not covered by SLA
  • Alternative input methods always available

7.5 Privacy and AI

Privacy Guarantees:

  • Audio is never used for model training
  • Personal data is removed before processing
  • Full GDPR/RGPD compliance
  • Right to opt-out of AI features
  • Complete audit trail of all AI access

Transparency:

  • All AI uses are clearly identified
  • Users are informed when AI processes their data
  • Audit logs available upon request
  • Monthly processing reports for Enterprise

8. BACKGROUND JOBS & BATCH OPERATIONS

8.1 Job Processing Limits

  • Maximum job duration: 30 minutes
  • Maximum concurrent jobs per tenant: 5
  • Queued jobs retention: 24 hours

8.2 Report Generation

  • Maximum report size: 500,000 records
  • Maximum report frequency: 1 report per 5 minutes per user
  • Report generation timeout: 15 minutes

8.3 Data Export Operations

  • Maximum export frequency: 2 exports per day per user
  • Maximum export size: 1 GB (compressed)
  • Export retention: 7 days

8. PROHIBITED ACTIVITIES

The following activities are strictly prohibited and will result in immediate enforcement action:

8.1 Automated Access & Scraping

Users must not:

  • Use automated tools to extract/scrape platform data without authorization
  • Bypass authentication or security mechanisms
  • Create bots that access the platform outside documented API usage
  • Perform bulk downloads exceeding rate limits
  • Attempt to circumvent rate limiting or quota restrictions

8.2 Resource Exhaustion

Users must not:

  • Deliberately submit requests designed to overload servers
  • Create infinite loops or recursive API calls
  • Submit duplicate requests to bypass processing delays
  • Upload excessively large files for testing
  • Generate reports with unnecessarily complex queries

8.3 Interference & Disruption

Users must not:

  • Attempt to disrupt service for other users
  • Engage in DDoS-like behavior
  • Exploit system vulnerabilities
  • Attempt to access other users' data
  • Share accounts to evade limits

8.4 Abusive API Usage

Users must not:

  • Send malformed requests to identify vulnerabilities
  • Test security through production API
  • Use API for purposes outside documented scope
  • Share API credentials with third parties
  • Use API with automated trading or arbitrage tools

8.5 Copyright & Intellectual Property

Users must not:

  • Upload content infringing third-party rights
  • Distribute copyrighted material through platform
  • Violate any intellectual property rights
  • Use trademarks without permission

9. MONITORING & ENFORCEMENT

9.1 Usage Monitoring

ZappService monitors:

  • API request patterns and frequency
  • Storage consumption and growth
  • Data transfer volumes
  • Concurrent connection counts
  • Background job execution
  • Error rates and suspicious patterns

9.2 Automatic Enforcement

Tier 1 - Warning:

  • Automated email alerts when approaching limits
  • Dashboard warnings of concerning patterns
  • Recommendation to upgrade plan

Tier 2 - Throttling:

  • Automatic request rate reduction (50% of limit)
  • Increased response times
  • Request queuing
  • Notification to account administrator
  • Duration: 1-24 hours

Tier 3 - Suspension:

  • Temporary API access suspension (1-72 hours)
  • Service access limited to read-only
  • Account administrator notification
  • Opportunity to contact support for review

Tier 4 - Termination:

  • Permanent account suspension
  • Data may be permanently deleted
  • No refund of prepaid fees
  • Legal action possible for severe violations

9.3 Manual Review Process

Users may request manual review of enforcement actions by:

  1. Submitting written request to hello@zappservice.com
  2. Providing explanation of usage pattern
  3. Demonstrating legitimate business need
  4. Proposing remediation plan

Review typically completed within 5 business days.

10. LEGITIMATE HIGH-VOLUME USAGE

10.1 Enterprise Considerations

High-volume usage patterns may be legitimate for enterprise customers. Legitimate scenarios include:

  • Large-scale data migration - Temporary elevated transfer/API usage
  • Reporting & analytics - Bulk data exports for business intelligence
  • System integration - High-frequency API calls for real-time sync
  • Batch operations - Processing thousands of records in workflows

10.2 Pre-Approval Process

For anticipated high-volume usage, users should:

  1. Contact account manager or sales team before activity
  2. Provide detailed usage plan (timeline, volume, frequency)
  3. Request temporary limit adjustments
  4. Sign amendment to Fair Use Policy if needed
  5. Receive written pre-approval before proceeding

Note: Usage without pre-approval may result in enforcement action regardless of legitimacy.

10.3 Enterprise Agreements

Enterprise customers may negotiate custom limits through:

  • Dedicated account management
  • Custom SLAs
  • Rate limit adjustments
  • Priority support
  • See Enterprise Terms for details

11. SPECIFIC PLATFORM FEATURE LIMITS

11.1 Activity Management

  • Maximum activities per day: Unlimited
  • Maximum concurrent timers per user: 1
  • Timer duration limit: 12 hours continuous
  • Activity export limit: 10,000 records per export

11.2 Customer Management

  • Maximum customers per workspace: Unlimited
  • Maximum contacts per customer: 1,000
  • Bulk import limit: 5,000 customers per operation
  • Custom field limit: 50 fields per customer record

11.3 Contract Management

  • Maximum contracts per customer: Unlimited
  • Maximum line items per contract: 500
  • Contract renewal operations limit: 1,000 per day
  • Report generation limit: 50,000 records

11.4 Service Requests

  • Maximum service requests per day: Unlimited
  • Bulk status update limit: 5,000 requests per operation
  • Concurrent request handling: Based on plan tier
  • Search result limit: 10,000 records

12. SPECIAL CASES & EXCEPTIONS

12.1 Legitimate Maintenance Activities

Excluded from fair use limits:

  • Scheduled account maintenance with prior notice
  • Data recovery after confirmed data loss incident
  • System migrations approved by support team
  • Compliance-required data audits

12.2 Beta Features

Beta/experimental features may have reduced limits:

  • Explicitly marked as beta in documentation
  • Subject to change without notice
  • Not covered by SLA guarantees
  • May be removed at any time
  • Usage not counted toward normal quotas (unless specified)

12.3 Force Majeure

Fair use enforcement may be suspended during:

  • Platform outages or maintenance
  • Security incidents affecting service
  • Natural disasters or extraordinary circumstances
  • Government-mandated service restrictions

13. COMMUNICATION & NOTIFICATION

13.1 Notification Methods

ZappService communicates enforcement through:

  • Email to registered contact
  • In-dashboard notifications
  • SMS alerts (if enabled)
  • Account administrator notifications

13.2 Notice Timing

  • Rate limit approaching: Real-time headers and in-app warning
  • Throttling applied: Immediate email notification
  • Suspension initiated: Immediate email with 24-hour notice
  • Termination notice: 48-hour notice with appeal rights

13.3 Appeal Process

Users may appeal enforcement actions:

  1. Submit appeal within 7 days of notification
  2. Provide detailed explanation of circumstances
  3. Propose remediation plan
  4. Decision provided within 5 business days

Appeals should be sent to: hello@zappservice.com with subject "Fair Use Appeal"

14. POLICY CHANGES

14.1 Updates to Policy

ZappService reserves the right to:

  • Modify limits based on infrastructure capacity
  • Adjust rates and allocations
  • Add new restrictions as needed
  • Remove or relax restrictions

14.2 Notification of Changes

Changes will be communicated:

  • 30 days advance notice for material changes
  • Published on platform and website
  • Email notification to all customers
  • Effective date clearly specified

14.3 Objection Rights

If material changes negatively impact your usage:

  • You may request upgrade or service adjustment
  • Negotiate custom terms with sales team
  • Terminate service with 30 days notice (per Terms of Service)

15. CONTACT & SUPPORT

15.1 Questions About Fair Use

For questions about this policy or your usage:

Email: hello@zappservice.com Phone: [Support Number] Hours: [Support Hours] Website: https://zappservice.com/support

15.2 Reporting Abuse

To report suspected abuse of fair use policy:

Email: hello@zappservice.com Include: Account ID, description of abuse, timestamps if possible

15.3 Enterprise Support

Enterprise customers with custom agreements:

  • Contact your dedicated account manager
  • Reference your custom SLA in communications
  • Custom limits override published limits

16. INTEGRATION WITH OTHER POLICIES

This Fair Use Policy is integrated with:

  • Terms of Service - General usage restrictions
  • Privacy Policy - Data handling and retention
  • API Terms - Specific API-related restrictions
  • Security Policy - Incident response procedures

In case of conflict, the most restrictive provision applies.

17. SEVERABILITY

If any provision of this policy is found invalid, remaining provisions continue in effect. ZappService will modify the invalid provision to achieve its original intent as closely as possible.

Version History:

  • v1.0 - January 2025 - Initial policy

Next Review: Q2 2025