1. Purpose and scope

This policy governs the permissible use of the Ejra platform. It forms part of the service contract and protects callers, chat users, customers and third parties from abuse. The customer ensures that its employees and agents also comply with this policy.

2. Prohibited use

The following uses are expressly prohibited:

• automated mass calling (robocalling) and marketing calls without the consent required under Sec. 7 of the German Unfair Competition Act (UWG);
• deception, fraud or the dissemination of misinformation, including impersonating a false identity or phone number (spoofing);
• any use for unlawful purposes or to circumvent legal requirements;
• harassing, threatening, discriminatory or age-inappropriate content;
• actions that impair the platform or third parties, in particular overload attacks (DoS) and the circumvention of security measures or usage limits;
• sharing credentials with unauthorised third parties or shared use of an account beyond the agreed scope.

3. AI transparency

Conversations with AI agents must be recognisable as such to callers and chat users where required by law (including Art. 50 of the EU AI Act). Users must be able to be transferred to a human on request, provided the customer maintains such a channel. AI agents must not be configured to falsely present themselves as humans.

4. Emergency calls and critical applications

Ejra is not a substitute for emergency services (110/112) and must not be used as the sole channel for time-critical emergencies or for safety-critical applications where a failure could result in personal injury or significant property damage.

5. Fair use

Use must remain within the booked quotas and via the documented interfaces. The Provider may apply technical limits (e.g. rate limits) to ensure the stability of the platform for all customers.

6. Enforcement

In the event of violations, the Provider may — depending on their severity — request the customer to remedy the situation, temporarily suspend individual features or accounts, or terminate the contract for good cause. In cases of imminent danger (e.g. ongoing abuse to the detriment of third parties), suspension may occur without prior notice; the customer will be informed without undue delay.

7. Reporting violations

Please report abuse of the platform to: abuse@ras.solutions