ChiliLabs.ai Email Infrastructure & Acceptable Use Policy

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ChiliLabs.ai provides infrastructure that enables businesses (referred to as “Merchants”) to manage customer support communications through email. Our platform provides tools for domain verification, email automation, and reliable delivery infrastructure powered by Amazon Web Services (AWS) including Amazon Simple Email Service (SES).

1. Platform Role

ChiliLabs.ai acts solely as an infrastructure and automation provider for email communications. Merchants using the ChiliLabs.ai platform send emails through their own verified domains. ChiliLabs.ai does not send emails on behalf of merchants using the chililabs.ai domain. Each merchant operates email communications under their own domain identity. Example format: ticketId@merchantdomain.com

2. Merchant Domain Verification

Before any email can be sent through our platform:

  • The merchant must provide their own email domain
  • ChiliLabs.ai assists with DNS configuration required for verification
  • Domain ownership verification is performed through AWS SES
  • DKIM and SPF authentication records are configured for secure delivery

Only after successful verification will the domain be allowed to send emails through the platform.

3. Domain Reputation Responsibility

Each merchant sends emails using their own domain, which means:

  • Email reputation is isolated per merchant domain
  • Deliverability performance is tied to the merchant's sending practices
  • Merchants are responsible for maintaining good sending behavior

ChiliLabs.ai does not share sending identity or reputation between merchants.

4. Purpose of Email Communication

Emails sent through the ChiliLabs.ai platform are intended strictly for customer support and transactional communication, including:

  • Support ticket responses
  • Customer issue resolution
  • Service-related communication
  • Order or service inquiries

The platform is not intended for bulk marketing campaigns or unsolicited promotional messaging.

5. Acceptable Use

Merchants using ChiliLabs.ai must comply with responsible email practices and applicable regulations such as CAN-SPAM, GDPR, and other relevant laws. Prohibited activities include:

  • Sending unsolicited bulk emails (spam)
  • Sending emails to purchased or scraped mailing lists
  • Distributing malicious attachments or harmful content
  • Sending deceptive or misleading communications

ChiliLabs.ai reserves the right to suspend sending capabilities for domains that violate these policies.

6. Sending Volume

During the initial deployment phase, ChiliLabs.ai expects email volume to remain low as the platform scales. Initial sending volume is expected to remain approximately: Up to 500 emails per day across verified domains. Sending limits may be adjusted gradually as platform usage grows and reputation is established.

7. Security and Infrastructure

ChiliLabs.ai uses secure infrastructure powered by:

  • Amazon Web Services (AWS)
  • Amazon Simple Email Service (SES)

All domain authentication, sending configuration, and security standards follow AWS best practices for transactional email delivery.

8. Abuse Monitoring

ChiliLabs.ai monitors sending behavior for potential abuse, including:

  • Excessive bounce rates
  • Spam complaints
  • Suspicious sending patterns

Accounts or domains that generate high complaint or abuse rates may be restricted or suspended.

9. Contact

If you have questions regarding this Email Policy or platform usage, please contact: support@chililabs.ai