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These guidelines set the rules for using MigiHub's email and SMS features responsibly. They apply to all customers and users who send messages through MigiHub. They complement your contract, the Acceptable Use Policy, and local laws.

1) Purpose & scope

• Ensure messages sent via MigiHub are lawful, respectful, and effective.
• Reduce deliverability risks and protect recipients from spam/abuse.
• Apply to email, SMS/MMS, in‑app/browser notifications, and automated alerts configured by your tenant.

2) Key definitions (plain English)

3) Laws you must follow (overview)

• Canada: CASL (anti‑spam) — strong consent, identification, and unsubscribe rules.
• United States: CAN‑SPAM (email), TCPA/A2P rules for SMS — identification, opt‑out, and carrier program requirements.
• EU/UK: ePrivacy + GDPR — prior consent for most marketing; lawful basis and rights handling.
• Other regions: apply local law; when in doubt, require express opt‑in and always include easy opt‑out.

4) Consent standards (baseline)

• Collect express consent for any marketing/solicitation. Use double opt‑in where feasible.
• For transactional/service messages tied to an active relationship, rely on contract/legitimate interest as appropriate — include identification and opt‑out where required.
• Implied consent may expire after a limited time depending on law; configure suppression accordingly.
• Do not buy/scrape lists. Only message contacts you obtained lawfully with clear expectations.

5) Identification in every message

Your messages must clearly state:

• Your organization's legal name (and doing‑business‑as, if any).
• A valid physical mailing address.
• Contact method (reply‑to email or a functioning link to a contact page).

6) Unsubscribe / Opt‑out

• Email: include a visible one‑click link or clear instructions; honor requests no later than 10 business days.
• SMS: support STOP to opt‑out and HELP for assistance; confirm opt‑out with a final confirmation message.
• Do not require login, payment, or extra steps to unsubscribe. Respect preferences by channel (email vs SMS).

7) Content & sending rules

• No deceptive headers, sender names, or subject lines. Use truthful, non‑misleading language.
• Keep sensitive data out of message bodies unless strictly necessary and lawful.
• Avoid URL shorteners that obscure destination; use trusted domains.
• Set frequency caps and quiet hours based on recipient time zone for non‑urgent messages.
• Never include malware, phishing links, or illegal content.

8) SMS/A2P requirements (essentials)

• Capture opt‑in per number and disclose program name, message frequency, carrier rates, and opt‑out (STOP) and HELP keywords.
• Use approved sender IDs where applicable; avoid shared/rotating numbers that trigger carrier blocking.
• Restrict content per carrier policies (e.g., SHAFT restrictions and illegal/deceptive content).
• Maintain deliverability with compliant templates and avoid spam‑like bursts.

9) Data & list hygiene

• Maintain consent logs (who, when, method, source, scope).
• Remove hard bounces immediately; review soft bounces.
• Suppress unsubscribed, expired‑consent, and complained contacts across all future sends.
• Prefer role‑based work numbers/emails for operational alerts; avoid personal numbers unless consented.

10) Recommended records to keep

For each contact/channel, retain:

• Consent type, timestamp, source, IP/device if available.
• Policy/version presented at consent, and intended use.
• Unsubscribe date and channel; complaint date/reason; suppression status.
• Audit trail of messages (subject/preview, timestamp, channel, sender).

11) MigiHub platform controls (how we help)

• Built‑in unsubscribe links for email; STOP/HELP handling for SMS (if enabled by your tenant).
• Per‑tenant suppression lists and bounce/complaint tracking.
• Role‑based permissions to restrict who can upload/send to lists.
• Throttling/rate limits and optional quiet‑hour windows.
• Exportable consent logs and message audit reports (where configured).

12) Prohibited uses (non‑exhaustive)

• Sending bulk unsolicited marketing to contacts without valid consent.
• List rental, purchased lists, or harvested addresses/phone numbers.
• Obfuscating sender identity or routing to evade spam filters.
• Targeting minors with marketing without verifiable parental consent where required.

13) Handling complaints & abuse

• Designate an abuse contact (e.g., [email protected]) and respond within 48 hours.
• Immediately suppress the complaining recipient and investigate the campaign/source list.
• If a third‑party blocklist is involved, pause sends to affected segments and remediate root causes.

14) Enforcement

Violations may result in warnings, rate‑limiting, feature suspension, or account termination under the Terms and AUP. Severe or repeated abuse may be reported to regulators or carriers as required by law.

15) Simple checklists (copy/paste)

16) Sample language (you can reuse)

Email footer (marketing):

SMS onboarding (first message):

Operational email (transactional):

17) Ownership & updates

These guidelines are maintained by InnuCloud Experts Inc. (MigiHub). We may update them to reflect law or carrier rule changes. Customers should review periodically and ensure internal compliance training is kept current.