Last updated: 13 Dec, 2020

We build our products to give teams a better way to work. We are proud of that purpose and trust that our customers use our products for appropriate endeavors.

Sometimes, though, we discover potential abusive usage as detailed in our Restricted Use policy. When that happens, we investigate using the following guiding principles and process.

Guiding Principles

Human oversight

Who’s “we”, you ask? It’s us: folks from The Honā team. We have an internal committee who review all potential abuse cases. On rare occasions for particularly sensitive situations or if legally required, we may also seek counsel from external experts.

Balanced responsibilities

We have an obligation to protect the privacy and safety of both our customers and the people reporting issues to us. We do our best to balance those responsibilities throughout the process.

Focus on evidence

We base our decisions on the evidence available to us: what we see and hear account users say and do. We document what we observe and ask whether that observable evidence points to a restricted use.

Process

Every case goes through the same general process:

1. Discovery
2. Investigation
3. Decision, sometimes with right to an appeal

How do we discover potential abuse?

From our experience, we learn about potential abuse because:

• Someone alerts us. We give abuse reports our full care and attention. Our Support team also responds to every question or comment that comes in. If we notice anything in those emails that points to a violation, we will look into it.
• We notice an anomaly in our business operations monitoring. We monitor a range of things about our products, like signup volume and error rates of web requests. If we see something weird with those numbers, we get to the bottom of it.
• We stumble upon public web content that links an individual or organization to a Faiā product. We aren’t scouring the internet looking for those links, but if we do come across any, we check them out.