Acceptable Use Policy

1. Purpose and Scope

This Acceptable Use Policy (AUP) defines the rules for using the services of Santel - Telecomunicações e Infraestruturas, Lda. Violation of this policy may result in immediate suspension or termination of services.

2. Prohibited Use

It is expressly prohibited to use Santel services for:

2.1 Illegal Activities

• Any activity violating Portuguese, Spanish or international law
• Distribution of malware, viruses, ransomware or malicious software
• Cyber attacks (DDoS, brute force, scanning, etc.)
• Phishing or social engineering
• Fraud or attempted fraud
• Money laundering or terrorism financing

2.2 Illegal Content

• Child pornography or sexual exploitation of minors
• Content inciting hatred, violence or discrimination
• Copyright-protected content without authorization
• Sale of illegal products or services
• Terrorism or apology of terrorist acts

2.3 Resource Abuse

• Cryptocurrency mining without prior authorization
• Excessive resource use affecting other customers
• Sending spam or unsolicited bulk email
• Operating Tor exit nodes
• Port scanning or network reconnaissance without authorization

2.4 Voice Services

• Robocalls or unsolicited automated calls
• Caller ID spoofing
• Abusive callback services
• Premium rate fraud
• Emergency numbers (112, 911) for testing

3. Customer Obligations

The Customer must:

• Maintain security of access credentials
• Immediately report any security compromise
• Ensure end users comply with this AUP
• Cooperate in abuse investigations
• Maintain adequate user records (for resellers)

4. Traffic and Bandwidth Usage

Services include unlimited traffic subject to fair use:

• Traffic must be consistent with normal usage patterns for the service type
• Continuous 100% bandwidth usage for extended periods may be subject to throttling
• Santel may contact the Customer to discuss upgrade options in case of excessive use

5. Violation Consequences

In case of AUP violation:

• First violation: Written warning and 24-hour deadline to correct
• Second violation: Immediate service suspension until resolution
• Serious violations: Immediate termination without refund and possible legal action

Serious violations include: malware distribution, illegal content, cyber attacks, and any activity that puts Santel or third-party infrastructure at risk.

6. Abuse Reporting

To report abuse originating from our services:

Email: abuse@santel.pt
Please include:

• Detailed incident description
• Logs and evidence (with timestamps)
• IP addresses or domains involved
• Reporter contact

We respond to reports within 24 hours on business days.

7. AUP Changes

Santel may update this AUP at any time. Significant changes will be communicated with 30 days notice. Continued use of services after changes constitutes acceptance.

Last updated: 16 de março de 2025