SMS Messaging Terms

1. Overview

These SMS Messaging Terms (“SMS Terms”) govern your use of SERVNORA’s SMS messaging functionality. By enabling or using SMS features, you agree to these Terms in addition to the SERVNORA Terms of Service.

2. Consent Requirements

You must obtain legally required consent from each recipient before SERVNORA sends any SMS message on your behalf. This includes compliance with:

• The Telephone Consumer Protection Act (TCPA) in the United States
• Canada’s Anti-Spam Legislation (CASL) in Canada
• Applicable state and provincial telecommunications laws
• Carrier messaging requirements and guidelines
• Twilio Acceptable Use Policy

An existing business relationship alone does not automatically establish consent to send SMS messages. You must obtain explicit, documented consent from each recipient for the specific type of messaging you intend to send.

You are responsible for:

• Obtaining and maintaining evidence of recipient consent
• Providing recipients with clear information about what messages they will receive
• Ensuring consent covers the frequency and type of messages sent
• Maintaining consent records that demonstrate compliance

3. Opt-Out Compliance

You must honor all recipient opt-out requests. When a recipient sends any of the following keywords, SERVNORA will block future messages to that number:

• STOP
• STOPALL
• UNSUBSCRIBE
• CANCEL
• END
• REVOKE
• QUIT

Opt-out handling in SERVNORA is tenant-aware: an opt-out in one workspace prevents messaging to that number from that workspace. You must not attempt to circumvent opt-out mechanisms by creating new accounts or workspaces.

4. Sender Identification

All outbound SMS messages must identify your business. SERVNORA uses your configured company name as the sender identity. You must not configure a sender identity that:

• Impersonates another business or organization
• Is misleading or deceptive
• Violates applicable law or carrier requirements

SERVNORA requires a valid company name to be configured before enabling SMS sending.

5. Prohibited Messaging Practices

You must not use SERVNORA SMS to:

• Send unsolicited bulk messages
• Use purchased, rented, or scraped phone lists
• Transfer or share consent improperly
• Evade carrier filtering or restrictions
• Rotate numbers to circumvent restrictions
• Send prohibited content (deceptive, fraudulent, or unlawful messages)
• Send messages after a valid opt-out has been received
• Use SMS for harassment, threats, or unlawful purposes

6. SMS Disclaimer

SERVNORA does not guarantee:

• SMS delivery or deliverability
• Carrier acceptance or A2P approval
• Response rates or customer engagement
• That messages will bypass carrier filtering

SMS delivery may be affected by carrier policies, network conditions, recipient device settings, invalid phone numbers, and regulatory restrictions. SERVNORA is not responsible for delivery failures caused by third-party carriers or providers.

7. Quiet Hours

SERVNORA supports configurable quiet hours to prevent sending messages outside appropriate times. You are responsible for configuring quiet hours that comply with applicable law in your jurisdiction.

8. Suspension

SERVNORA may suspend or restrict SMS functionality without notice if necessary to protect recipients, carriers, or the messaging ecosystem. This includes situations involving:

• Spam complaints or carrier reports
• Evidence of purchased or scraped lists
• Violation of opt-out requirements
• Deceptive sender identification
• Unlawful messaging content
• Risk to SERVNORA’s SMS infrastructure or Twilio account

9. Contact

For questions about these SMS Terms, contact us at legal@servnora.com.