Acceptable Use Policy
Solves is a support-ticket tool for genuine one-to-one email between you and the people you serve. This policy sets out, in plain English, what is and is not acceptable: no spam or bulk unsolicited email, no illegal or abusive content, and fair use within the sending limits that keep the platform safe.
Pilot-stage wording: the full, formal legal documents are in preparation before public paid launch.
The short answer
Use Solves for genuine support email, and nothing harmful
Use Solves to receive and answer support email from people who have contacted you, and to keep that work organised across your brands. Do not use it to send spam or bulk unsolicited messages, to store or send illegal or abusive content, or to do anything that harms other people, other organisations, or the platform itself.
This policy applies to everyone who uses a Solves account: the organisation that owns it, every teammate it invites, and anyone acting on its behalf. By using Solves you agree to it, and to make sure your team does too.
Solves is email-first by design. It turns shared inboxes into owned tickets with replies, private notes and SLAs, and it does not run live chat, phone lines, social channels or marketing campaigns. Keeping it to genuine one-to-one support email is part of how we keep it safe.
Prohibited uses
What you must not do with Solves
The following uses are not allowed. Where the line is unclear, ask us before you act.
- Send spam or bulk unsolicited email. Solves is for one-to-one replies to people who have contacted you, not for newsletters, marketing campaigns or cold outreach.
- Send illegal content, or use Solves to break the law or infringe someone else's intellectual property, privacy or other rights.
- Send abusive, harassing, threatening, defamatory or hateful content, or use the service to bully, stalk or intimidate any person.
- Store or transmit malware, viruses, ransomware or any code designed to harm, disrupt or gain unauthorised access to a system.
- Phish or impersonate. Do not deceive people into handing over credentials, or impersonate a brand, person or organisation you may not represent.
- Handle highly sensitive data the service is not designed for, such as payment card numbers in plain text, without first agreeing a suitable arrangement with us.
- Evade the sending limits, for example by splitting bulk sends across mailboxes or scripting the product.
- Probe, scan, overload or attack the platform, bypass access controls or tenant isolation, or reach another organisation's data.
- Resell, sublicense or repackage Solves as your own product without our written agreement, or copy it to build a competitor.
- Threaten email deliverability for other organisations, by generating excessive bounces or complaints.
Sending and limits
Sending limits and anti-abuse controls
Solves sends outbound email through a reputable delivery provider, and live sending for a mailbox is gated until that mailbox is verified, or until a founder override is recorded during the pilot. These steps exist so that replies land in inboxes rather than spam folders, and so that one organisation cannot damage sending reputation for others.
Fair-use sending limits apply per mailbox, per brand and per plan band. They are sized for genuine support conversations, so an ordinary team will not run into them, but they are not a quota you can buy your way around to send campaigns. Those controls watch the metadata of sending, such as volumes, bounce rates and complaint signals, never the content of your messages. If they point to abuse, we may rate-limit or pause sending.
Reporting abuse
If you receive an abusive or fraudulent message that appears to come from a brand using Solves, or you spot misuse of the platform, please tell us through the contact page. Acting on reports is one of the main ways we enforce this policy without reading your support content. For security weaknesses in the product, please use the responsible-disclosure route on the security page.
Enforcement
What happens if this policy is breached
How we respond depends on how serious the breach is and whether it is ongoing. We would rather help you fix a problem than punish a small team for an honest mistake, so wherever it is safe we will contact you first. Where there is a real and immediate risk to people, to other organisations, or to deliverability, we may act first. Our responses, in rough order of severity, are to:
- Contact you and ask you to put a minor issue right within a reasonable time.
- Rate-limit or temporarily pause outbound sending while we investigate a deliverability problem.
- Suspend the account, so existing data stays safe but the service is paused, for a serious or unresolved breach.
- Close the account, as a last resort, for severe abuse such as spam, illegal content or anything that endangers others.
These steps protect people and the shared platform, not catch anyone out. If your account is affected, we will tell you what triggered the action in metadata terms, and how to put it right. Nothing here removes any right you have under the terms of service or UK law.
Pilot-stage, written honestly
Solves is in pilot, so the formal legal documents are in preparation before public paid launch. We will not weaken the core rules that protect every organisation, and we will tell pilot customers about any material change first.
FAQ
Acceptable use questions
Does this policy let Solves read my support emails?
No. Customer support content is encrypted at rest with per-organisation keys, and access is limited to authorised people for stated purposes. Our logs are metadata only: timings, counts and event types, never message bodies, addresses or payloads. Enforcing this policy relies on that metadata and on reports, not on reading your tickets.
Can I use Solves to send marketing or bulk email?
No. Solves is a support-ticket tool for one-to-one replies to people who have contacted you. It is not a bulk email, newsletter or marketing-automation platform, and the sending limits are tuned for genuine support conversations, so campaign-style sending will trip them.
What happens if my account breaches the policy?
It depends on the severity. For a minor or first issue we will usually contact you and ask you to put it right. For serious abuse, such as spam, illegal content or anything that threatens deliverability for others, we may rate-limit or pause sending, suspend the account, or in the worst cases close it. At pilot stage we favour talking to you first wherever it is safe.
Is this policy final?
This is honest pilot-stage wording. The full, formal legal documents are in preparation before public paid launch, and this policy may be refined as Solves matures. We will not weaken the core rules below, and we will tell pilot customers about any material change first.
Questions about acceptable use?
If you are not sure whether something is allowed, ask us before you act. We would rather answer a question than enforce a rule.