BANDWIDTH INC.
Law Enforcement and Legal Compliance Guide
Also applicable to Bandwidth.com CLEC, LLC & Broadband, LLC, both of which are wholly-owned subsidiaries of Bandwidth Inc.
Bandwidth Inc. (“Bandwidth”) is a nationwide communications and VoIP service provider primarily serving business customers in a wholesale manner who incorporate Bandwidth phone numbers in their own service offerings. In these cases, Bandwidth’s customer is the service provider to the subscriber and the entity that can identify the subscriber and how the number is being used. Additionally, because Bandwidth’s wholesale customer may obtain services from other wholesale providers in addition to Bandwidth, the wholesale customer is the only source for complete records and information relating to the telephone number and subscriber. To a lesser extent, Bandwidth serves business customers directly. Bandwidth does not serve residential users, nor is it a wireless service provider.
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I am a member of law enforcement or other governmental agency
Legal process information for members of law enforcement including anyone acting in an official capacity on behalf of federal, state, or local governments
Routine and historical records requests
As a courtesy, we verify target telephone numbers for law enforcement based on an informal request to save law enforcement the step of first serving Bandwidth when Bandwidth’s wholesale customer of record is the proper entity to serve to obtain end-user information and other records related to the use of a number. In these cases we are generally able to provide the wholesale customer’s legal compliance contact information. Our wholesale customer will then make its own independent assessment of any request you may send to them.
Prior to any formal legal service members of law enforcement are strongly encouraged to send an email with the following information to uslawenforcement@bandwidth.com
- Full contact information including agency name, address, and phone number
- Target telephone number in the XXX-XXX-XXXX format
- Specific dates for which information is being requested
- Specify if your matter involves calls, texts, or both
For requests involving 10+ numbers please attach a Word, Excel, or text file listing target telephone numbers in the XXX-XXX-XXXX format (one number per line). Do not include parentheses, commas, or dates in this list. Larger requests may take additional time to process.
We strive to respond to requests in 1-2 business days — you can help by following these guidelines!
When a target number is not assigned to a wholesale customer, we will advise you accordingly and request formal legal process.
While Voxbone is now Bandwidth, that portion of our international team continues to manage its own customer base. If you believe your matter involves a customer or phone number associated with our international team (formerly Voxbone), please send your inquiry to telecom.abuse@bandwidth.com.
If you must serve us with legal process in lieu of or in addition to an informal request, then the following applies
- Email uslawenforcement@bandwidth.com with a copy of your subpoena, court order, search warrant, or other formal legal process
- If you have multiple requests, please submit only one legal process per email to ensure individual tickets are created in our system
- For requests involving 10+ numbers please attach a Word, Excel, or text file listing target telephone numbers in the XXX-XXX-XXXX format without parentheses (one number per line)
Official Address for Legal Process
Bandwidth Inc.
Attn: Custodian of Records
900 Main Campus Drive, Suite 100
Raleigh, NC 27606
If you are unable to email your legal service, then you must include an email address with your request for our response.
Exigent requests during normal business hours
Normal Business Hours are generally Monday through Friday, 9:00 am to 5:00 pm ET.
Since Bandwidth is a VoIP service provider and not a wireless carrier, there is no pingable, GPS, or cell site location information native to our numbers.
If you have a declared exigent circumstance as established by your own agency’s guidelines, send an email to uslawenforcement@bandwidth.com with the word “exigent” in your subject line and include the following information
- Full contact information including agency name, address, and phone number
- Target telephone number in the XXX-XXX-XXXX format
- Specific dates for which information is being requested
- Specify if your matter involves calls, texts, or both
Exigent requests must be made in writing via email — we cannot provide customer of record information based on a verbal request.
Exigent requests outside of normal business hours
Contact Subsentio at 877-510-4357 (Option 1) and advise you are inquiring about a number assigned to Bandwidth. Subsentio’s exigent team will not accept phone calls on any other matters.
Lawful intercept (CALEA) orders
Since Bandwidth primarily serves business customers in a wholesale manner, in most cases a lawful intercept implemented on our network will yield limited data. In these cases, the only calls which will always be captured are inbound calls which originate from the PSTN. Outbound calls may be captured if the wholesale customer utilizes the Bandwidth network for the termination of any such outbound calls, and such calls are routed via IP directly to Bandwidth’s network.
Prior to serving us with a lawful intercept order, we encourage you to utilize the informal request process provided above, so that in cases when a target number is assigned to a wholesale customer, you will be able to contact our wholesale customer, who may have their own CALEA solution which may yield more complete data.
If you want to serve us with a lawful intercept order, send an email to: uslawenforcement@bandwidth.com and attach a copy of your order. After our review of your order we will engage Subsentio, our Trusted Third Party, to contact you for implementation. If you have any questions about pricing and technical implementation you may contact Subsentio at 720-213-5735.
I am not a member of law enforcement and I need to serve Bandwidth with a subpoena
Legal process information for anyone who is not a member of law enforcement, including private attorneys and pro se individuals seeking records for court proceedings.
For service of legal process in all civil and criminal proceedings, please serve us via our registered agent on file with your Secretary of State. You must include an email address for response.
If you have been appointed by the court to represent a defendant in a criminal action, we will accept your service of legal process via email to uslawenforcement@bandwidth.com.
I am a member of the general public with a concern involving a Bandwidth phone number
If you are a member of the general public with a concern regarding a Bandwidth phone number, please use this link: https://www.bandwidth.com/legal/report-a-phone-number/.
If you are interested in our Acceptable Use Policy, it may be found here: https://www.bandwidth.com/legal/acceptable-use-policy/.
Additionally, your concern may be a matter for law enforcement and we encourage you to work with your local law enforcement, as may be appropriate.
Please note: The legal compliance team is not able to respond to inquiries from members of the general public.
More about Bandwidth Entities
About Bandwidth.com CLEC, LLC
Bandwidth.com CLEC, LLC is a wholly-owned subsidiary of Bandwidth Inc. Bandwidth will accept service of legal process on behalf of either Bandwidth Inc. and/or Bandwidth.com CLEC, LLC.
About Broadband, LLC
Broadband, LLC is a wholly-owned subsidiary of Bandwidth. Broadband, LLC engages only in the reselling of circuits and other forms of dedicated internet access services; therefore, if your inquiry involves an IP address you have verified as assigned to Broadband, LLC, then your legal process should be served on Broadband, LLC, and addressed to Bandwidth per the below.
This guide is provided for informational purposes and does not constitute a commitment by Bandwidth to provide information. Bandwidth reserves the right to respond or object to any legal compliance request in a manner consistent with applicable law, and further may require reasonable reimbursement in connection with legal compliance responses.