Use of SMS/MMS for Contacting Clients
1. Purpose
The purpose of this policy is to outline when and how SMS and MMS ("texts") are permitted to be used with clients. We strive to support our clients, not spam them until they ignore our communications. Additionally, our upstream provider strictly regulates SMS and MMS usage and we must remain in compliance with their requirements. Following the policies outlined here will ensure our continued use of SMS and MMS for supporting our clients.
2. Scope
This policy applies to all Internetek employees that support clients.
3. Policy
3.1 Allowed use of SMS and MMS
3.1.1 SMS and MMS communication is only permitted if these requirements are met:
3.2.1 Internetek operates on a strict Opt-In policy for all SMS/MMS communications. If the client company and client user have not approved SMS/MMS, we are not permitted to use this communication method.
3.2.2 The client company approves SMS/MMS communication during on-boarding of their services. They may discontinue this service at any time by communicating with their Account Manager.
3.2.3 The client user approves, or Opts-In, to SMS/Communication by messaging us the phrase "#Go".
3.2.4 When the client user approves by sending this phrase, the contact is updated in the PSA to reflect the Opt-In status. See Section 5 for an example of this.
3.2.5 The client user may also tacitly approve, or "Opt-In" by initiating communication with Internetek. It is best practice to request they approve by using the "#Go" phrase at the soonest opportunity.
3.3 Opt-out Policy
3.3.1 The client company may Opt-Out of SMS/MMS communication at any time by contacting their Account Manager and requesting it. Internetek will immediately respect this request and update all client users as Opted-Out in the PSA.
3.3.2 The client user may out of SMS/MMS communication at any time by sending the phrase "#Stop". Internetek will immediately respect this request and update the client user as Opted-Out in the PSA.
3.3.3 If the client company or client user has Opted-Out, all SMS/MMS communication is to cease immediately, even if there is an on-going support communication.
3.3.4 If a client company is Opted-In for SMS/MMS communication, a client user is not Opted-In to SMS/MMS communication or has explicitly Opted-Out, and initiates communication, Internetek may interpret this as tacit approval or Opt-In.
3.4 Outage Alerts
3.4.1 Outage alerts may be sent to all Opted-In client users even if they are not part of an open support request.
3.4.2 Outages are considered non-specific support requests that affect an entire company or segments of a company.
3.5 Privacy
3.5.1 All SMS/MMS communication using the Internetek SMS/MMS service are monitored by Internetek management.
3.5.2 There is no expectation of privacy while using the Internetek systems for SMS/MMS communication and they are to be used only for support operations.
3.6 Initiating Communication
3.6.1 When Internetek employees are initiating communication they must include their name, company, and ticket number in the first message. The specific formatting can be customized to suit the person.
4.1 Compliance Measurement
This policy is monitored by intermittent checks by the Director and Services Manager. All SMS/MMS communications are logged in the VOIP system.
4.2 Exceptions
Any exception to the policy must be approved by the Director.
4.3 Non-Compliance
An employee found to have violated this policy may be subject to disciplinary action up to and including termination.
5. Additional Information
5.1 Example of "Opt-In" status of contacts
5.2 Example of #Go phrase
5.3 Example of #Stop phrase
The purpose of this policy is to outline when and how SMS and MMS ("texts") are permitted to be used with clients. We strive to support our clients, not spam them until they ignore our communications. Additionally, our upstream provider strictly regulates SMS and MMS usage and we must remain in compliance with their requirements. Following the policies outlined here will ensure our continued use of SMS and MMS for supporting our clients.
2. Scope
This policy applies to all Internetek employees that support clients.
3. Policy
3.1 Allowed use of SMS and MMS
3.1.1 SMS and MMS communication is only permitted if these requirements are met:
- The client company has approved use of SMS/MMS with their employees.
- The client user has Opted-In to receive SMS/MMS communication.
- The communication is related to an open support request.
- Any non-support matter. If a client user chooses to initiate contact about a personal matter advise them we are unable to communicate without an open support request.
- Any sales or feature request. Advise the client user to contact their Account Manager and provide the contact information.
- If the client company has not approved SMS/MMS communication. Not all clients wish to have this support channel.
- If the client user has not Opted-In to SMS/MMS communication. A lack of Opt-In is not Opt-In, we must have a logged "#Go" communication or the client user has initiated communication.
- Any marketing communication. Internetek does not use SMS/MMS for marketing. Doing so harms the trust our clients puts in our professionalism and risks our communications being ignored.
3.2.1 Internetek operates on a strict Opt-In policy for all SMS/MMS communications. If the client company and client user have not approved SMS/MMS, we are not permitted to use this communication method.
3.2.2 The client company approves SMS/MMS communication during on-boarding of their services. They may discontinue this service at any time by communicating with their Account Manager.
3.2.3 The client user approves, or Opts-In, to SMS/Communication by messaging us the phrase "#Go".
3.2.4 When the client user approves by sending this phrase, the contact is updated in the PSA to reflect the Opt-In status. See Section 5 for an example of this.
3.2.5 The client user may also tacitly approve, or "Opt-In" by initiating communication with Internetek. It is best practice to request they approve by using the "#Go" phrase at the soonest opportunity.
3.3 Opt-out Policy
3.3.1 The client company may Opt-Out of SMS/MMS communication at any time by contacting their Account Manager and requesting it. Internetek will immediately respect this request and update all client users as Opted-Out in the PSA.
3.3.2 The client user may out of SMS/MMS communication at any time by sending the phrase "#Stop". Internetek will immediately respect this request and update the client user as Opted-Out in the PSA.
3.3.3 If the client company or client user has Opted-Out, all SMS/MMS communication is to cease immediately, even if there is an on-going support communication.
3.3.4 If a client company is Opted-In for SMS/MMS communication, a client user is not Opted-In to SMS/MMS communication or has explicitly Opted-Out, and initiates communication, Internetek may interpret this as tacit approval or Opt-In.
3.4 Outage Alerts
3.4.1 Outage alerts may be sent to all Opted-In client users even if they are not part of an open support request.
3.4.2 Outages are considered non-specific support requests that affect an entire company or segments of a company.
3.5 Privacy
3.5.1 All SMS/MMS communication using the Internetek SMS/MMS service are monitored by Internetek management.
3.5.2 There is no expectation of privacy while using the Internetek systems for SMS/MMS communication and they are to be used only for support operations.
3.6 Initiating Communication
3.6.1 When Internetek employees are initiating communication they must include their name, company, and ticket number in the first message. The specific formatting can be customized to suit the person.
- Ticket example: Hello, this is John with Internetek. I'm texting about ticket T20240321.0010. Can you provide more details on the error you're getting?
- Outage example: Hello, this is John with Internetek. We're tracking an infrastructure outage affecting your facility. Please refer to ticket T20240321.0010 when calling in regarding this outage.
4.1 Compliance Measurement
This policy is monitored by intermittent checks by the Director and Services Manager. All SMS/MMS communications are logged in the VOIP system.
4.2 Exceptions
Any exception to the policy must be approved by the Director.
4.3 Non-Compliance
An employee found to have violated this policy may be subject to disciplinary action up to and including termination.
5. Additional Information
5.1 Example of "Opt-In" status of contacts
5.2 Example of #Go phrase
5.3 Example of #Stop phrase
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