1. Why this exists
OVirtual is built for small and mid-sized service businesses doing real work. This policy describes the usage patterns we expect and the limits we apply to keep the Services fast for everyone, prevent abuse, and stay compliant with telecom carriers.
If your usage is reasonable for a service business of your size, you'll never notice this policy exists.
2. What "unlimited" means
Where we describe a feature as "unlimited" (e.g., contacts, conversations, team messaging), we mean unlimited within normal business use. We don't impose hard caps for typical operators, but extreme outliers — usage 10× the median of comparable customers — may trigger a review.
If we believe your usage is outside normal patterns, we'll reach out before taking any action.
3. Voice calling
Included minutes
- Starter: 500 minutes per seat per month (inbound + outbound, US/Canada)
- Pro: 2,500 minutes per seat per month
- Business: 5,000 minutes per seat per month
Overage is billed at $0.015/min (US/Canada). International rates are listed in your dashboard.
Concurrent calls
Up to 3 concurrent calls per seat. Need more? Contact sales — we'll provision additional capacity.
Call duration
Individual calls are capped at 4 hours to prevent stuck sessions. Calls auto-disconnect at that limit.
Prohibited calling activity
- Robocalling, autodialing without consent, or predictive dialing.
- Call forwarding to international premium-rate numbers.
- Use as a long-distance bypass or trunk-replacement service.
- Telemarketing without DNC compliance and required consents.
4. SMS & messaging
Included messages
- Starter: 500 SMS segments per seat per month
- Pro: 2,000 SMS segments per seat per month
- Business: 5,000 SMS segments per seat per month
Overage: $0.0075 per segment (US/Canada). MMS is billed at 3× the SMS rate.
10DLC & A2P registration
US customers sending application-to-person messages must complete 10DLC registration via your dashboard. Unregistered traffic is subject to carrier filtering and per-message fees we'll pass through.
Consent & opt-out
You must have prior express consent before texting any recipient. Honor STOP/UNSUBSCRIBE requests immediately. Maintain records of consent for at least 4 years (US TCPA standard).
Sending velocity
Maximum 1 message per second per number for unregistered traffic, up to 100/sec for high-tier 10DLC campaigns. Burst sending above these limits will be queued or rejected by carriers.
5. Video meetings
- Up to 50 participants per meeting on Pro, 200 on Business.
- Meeting duration cap: 12 hours.
- Recording retention: 90 days on Pro, 12 months on Business (configurable). Storage above plan allowance is billed at $0.05/GB/month.
6. AI usage
AI features (suggested replies, summaries, transcription, article matching) are included with Pro and Business plans up to fair-use thresholds calibrated to each plan's typical seat. Approximate guidance:
- Pro: ~1,000 AI actions per seat per month (a "summary," a "suggested reply," or a "transcription" each count as one action).
- Business: ~3,000 AI actions per seat per month.
If you exceed these thresholds, we'll notify you and offer an AI add-on package. We won't silently degrade quality or pause your account.
7. Storage & recordings
- Starter: 10 GB workspace storage
- Pro: 100 GB workspace storage
- Business: 1 TB workspace storage
Includes call recordings, voicemails, video recordings, proposal attachments, and uploaded files. Additional storage is $0.05/GB/month.
8. API & integrations
- Default API rate limit: 600 requests/minute per workspace.
- Webhook delivery retries follow exponential backoff up to 24 hours.
- Bulk imports of more than 100,000 contacts should be scheduled with support to avoid throttling other workspace activity.
9. Prohibited activity
Regardless of plan, you may not use OVirtual to:
- Send unsolicited bulk communications (spam) via any channel.
- Conduct phishing, scams, or impersonation.
- Distribute malware, illegal content, or material that violates intellectual property rights.
- Coordinate harassment, threats, or content that incites violence.
- Bypass carrier filtering or attempt to disguise message origins.
- Run lead-generation, debt-collection, or political campaigns without the appropriate 10DLC use case and consents.
- Resell OVirtual capacity without our written authorization.
SHAFT content (sex, hate, alcohol, firearms, tobacco) requires explicit pre-approval and may be restricted by carrier policy.
10. Enforcement
When we observe usage that exceeds fair limits or violates this policy, we follow a graduated approach:
- Notify. We'll email a workspace admin describing what we see and how to adjust.
- Throttle. If activity continues, we may temporarily rate-limit the offending feature.
- Suspend. For sustained abuse or carrier-violation activity, we'll suspend the affected feature or workspace.
- Terminate. Reserved for severe or repeated violations of our Terms of Service.
Imminent harm (active phishing, regulatory action, carrier injunction) may require immediate suspension without notice. We'll explain promptly afterward.
11. Questions
Need higher limits for a legitimate business reason? We're easy to talk to. Email [email protected] with a short description of your use case and we'll work something out.