Terms of Service

01The agreement

These terms are the agreement between you and Scaleport AI Oy, a company established in Finland, registered at Voudintie 4, 90400 Oulu, Finland (“we”, “us”), for your use of HotlinePing.

Business ID 3408578-6, VAT number FI34085786.

You accept these terms and the Privacy Policy when you create an account. If you accept them for a company, you confirm that you are allowed to bind it.

02What HotlinePing is

HotlinePing lets a coding agent ask a person for a decision by phone. You connect your coding client to HotlinePing. When your agent reaches a decision, a blocker, an approval, or a login it cannot handle, it raises an escalation, and we place an automated call on your behalf to a contact you registered and verified in advance. The voice agent explains the question, listens, reads the answer back, waits for a confirmation, and returns a short outcome to your agent. During the call the person can hand your agent a small task and hear the result before hanging up.

With test mode switched on, a workspace can run the same conversation over a text channel instead of a phone call.

HotlinePing does not control your agent or do its work, and it has no access to your code, files, logs, tickets, or accounts. It only sees what your agent sends with an escalation.

03Your account

An account is an email address and a password of 12 to 128 characters, and it comes with its own workspace. You are responsible for what is done through your account and through the coding clients you connect to it, and for keeping your password and those connections to yourself. If you think either has been compromised, tell us at support@hotlineping.com.

You must be at least 16 and old enough to enter a contract where you live.

04What you must not do

The service depends on these rules. Do not:

• Send credentials, secrets, or phone numbers through your agent. No password, API key, access token, one-time code, recovery code, private key, or session secret belongs in an escalation. A call is always addressed to a contact you registered, never to a number your agent supplies. The voice agent never asks for a secret and stops anyone who starts to say one; that is a safeguard, not a reason to send one.
• Register a number without that person’s agreement. See who you may call. Do not register a number in the hope that its owner will not mind, and never register one again after being asked to stop.
• Use HotlinePing in an emergency. It is not an emergency service, an alarm, or a way to reach the emergency services, and it must not be the only way anyone gets help. Calls can fail, go unanswered, fall inside quiet hours, or run out of allowance.
• Use it as a dialler. No marketing, sales, surveys, political calls, debt collection, or bulk calling; no campaigns of repeated calls to the same person; nothing a reasonable person would experience as a nuisance or harassment.
• Work around the safeguards. Do not try to get the voice agent to obtain a secret, to skip verification or quiet hours, to call an unverified number, to reach someone other than the registered contact, or to act outside the escalation it was given.
• Abuse the platform. No reverse engineering, scraping, probing, load testing, or reselling of call-minutes, and nothing unlawful, infringing, or designed to break the service for others.

We may suspend or close a workspace that breaks these rules, and we will do so at once if someone is being called who did not agree to it.

05Who you may call

A number becomes callable in one way only. You add it in your dashboard and confirm that you are authorized to have HotlinePing place automated calls to it, and that the person who answers has agreed to receive them and to have them transcribed. We text a 6-digit code to the number, and the number is verified once that code is entered in your dashboard. A verified number belongs to one workspace and is never reused for another.

You are responsible for that agreement being real, and for every call to that number being lawful. That includes the rules on automated calls, consent, do-not-call lists, and calling hours wherever you and the person called are: for example the TCPA and state laws in the United States, the CRTC rules in Canada, and PECR and the GDPR in the United Kingdom and the European Union. Some of those rules apply to automated calls whatever the person agreed to, and some require you to keep your own records.

Set quiet hours on any contact whose local rules restrict calling times. Quiet hours are checked in the contact’s own time zone before every call and an urgent escalation does not override them, but the window is the one you set.

You will cover us for claims, fines, and costs that arise because you broke this section, including calls to a number you registered without the agreement this section requires.

06Calls, transcripts, and outcomes

• Each call is an automated call placed by HotlinePing on your behalf, in the caller voice chosen for your workspace. A conversation can last up to 10 minutes.
• Calls are transcribed to text, and the transcript is stored encrypted and stays retrievable for 30 days after the call. The audio is not recorded.
• Speech recognition and automated language understanding make mistakes. The outcome your agent receives is what the voice agent understood the person to have confirmed: a report, not a verified fact. Do not rely on it where a wrong answer cannot be tolerated, and do not treat it as a signature, a legal record, or proof of identity.
• Escalation text, spoken answers, and the results your agent reports are all treated as untrusted content. Your agent decides what to do with an outcome; we do not act on it for you.

07Personal data we process for you

When your agent sends an escalation and we call someone for you, we process the personal data involved on your behalf: the escalation, the call, its transcript and outcome, any task handed back during the call, and the contact details you register. You are the controller of that data and we are your processor. For it, we will:

• process it only on your instructions, which are these terms and the way you use the service, unless the law requires otherwise, in which case we will tell you first where the law allows;
• make sure everyone who can access it is bound by confidentiality, and protect it with the measures described in the Privacy Policy;
• use only the kinds of processors described in the Privacy Policy, on terms that protect the data in the same way; give you the named list of sub-processors on request, and tell you before we add or replace one so that you can object;
• help you, as far as we reasonably can, to answer requests from the people concerned and to meet your security, breach-notification, and impact-assessment duties, and tell you without undue delay about a personal data breach that affects it;
• when the service ends, delete it or return it to you, as you choose, unless the law requires us to keep it; and
• give you the information you need to show that these commitments are kept, and allow reasonable audits of them.

What is processed, why, where, and for how long is set out in the Privacy Policy. For your own account data we are the controller, as described there.

08Plans, call-minutes, and billing

A call-minute is answered talk time. The clock starts when someone picks up and stops at the final outcome, and each call is rounded up once to the next tenth of a minute. Ringing, voicemail, busy lines, and calls that fail before anyone answers are never billed, and neither are verification texts. Time spent on the line while your agent works on a task is talk time.

• Hard cap. Every plan starts with the cap on. When the allowance is spent, we stop placing calls and your agent gets a quota result instead of a decision. On Free the cap cannot be lifted; on a paid plan you can switch on metered overage and pay per call-minute beyond the allowance.
• Resets. Paid allowances reset each billing period and do not roll over. The Free allowance is a one-time total, not a monthly one.
• Annual billing charges 10 months up front for twelve.
• Destinations. Free calls only United States and Canadian numbers. Pro and Team can also call numbers in other supported countries, and those minutes bill at the plan’s overage rate once the allowance is spent.
• Payment. Checkout, subscriptions, invoices, and the billing portal run on Stripe. Prices exclude taxes, which are added where they apply.
• Changes and cancellation. Change your plan or billing period, or cancel, in the billing portal. Changes take effect from your next billing period. A cancellation takes effect at the end of the period already paid for; the workspace then returns to Free, and metered usage from that period is still invoiced. Any statutory right of withdrawal or refund you have is unaffected.
• Late payment. If a payment fails, calls keep working for a short grace period. After that we may stop placing calls until the account is paid up.
• Price changes. We may change our prices. A change applies to you from your next billing period, and we will tell you before it does.

09Availability, and no service level

We do not offer a service level, an uptime commitment, a support response time, or a guarantee that any call will be placed, answered, or completed. Phone, speech, and model providers have outages; capacity limits, quiet hours, and allowances stop calls by design; and a conversation ends after 10 minutes. The service is provided as it is and as available, and to the fullest extent the law allows we exclude implied warranties of merchantability, fitness for a particular purpose, and non-infringement. Nothing here removes a warranty or consumer right that the law where you live does not allow us to exclude.

10Limitation of liability

To the fullest extent the law allows, neither of us is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, goodwill, or data, however caused.

To the fullest extent the law allows, our total liability arising out of or relating to HotlinePing, across all claims together, is limited to the greater of what you paid us for the service in the twelve months before the event that gave rise to the claim, or one hundred US dollars.

We are not liable for a decision you, your agent, or the person called made on the strength of a call; for a call that was not placed, answered, or understood correctly; or for the consequences of using HotlinePing where an emergency service was needed.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

11Ending the agreement

You can stop using HotlinePing at any time. Cancel any paid plan in the billing portal, and write to support@hotlineping.com to have your account and its data deleted.

We may suspend or close an account that breaks these terms, that is not paid for, or where carrying on would put a person who gets called, or the service, at risk. Where circumstances allow, we will warn you first. When an account is closed, calling stops, and we delete the remaining account data on request, keeping only what the law requires us to keep.

12Changes to these terms

We may change these terms. When we do, the date at the top of this page changes too, and we will tell account holders about material changes before they take effect. If you keep using HotlinePing after a change takes effect, the new terms apply.

13Governing law

These terms, and any dispute arising out of them or out of HotlinePing, are governed by Finnish law, with the District Court of Oulu as the court of first instance.

If you are a consumer, you keep the protection of the mandatory laws of your country of residence, and the right to bring a claim in the courts of that country where the law gives you that right.

If any part of these terms cannot be enforced, the rest still applies. Not enforcing a part of these terms is not a waiver of it.

14Contact

Write to support@hotlineping.com. If HotlinePing called you and you want the calls to stop, the call notice is the quickest route.