SMS Privacy Policy

How Intelligent Automation, LLC uses text messaging to communicate with our business customers, and proof of how consent is actually captured before any message is sent.

1. Who We Are

Intelligent Automation, LLC is a Managed Service Provider headquartered in Fairfield, New Jersey, serving business clients across the Metro New York region with cybersecurity, Microsoft 365, private cloud, and advisory services. This policy describes how we use SMS (text messaging) to communicate with our customers and the people they authorize to interact with us on their behalf.

2. The SMS Program

We operate a single toll-free customer support line — +1 (855) 533-5445 — that accepts both voice calls and SMS/MMS. Once a contact has been enrolled with SMS consent (see Section 3), they may text this number with service requests, ticket follow-ups, technical questions, and other communications related to the services we provide. Our support team replies through the same number, and inbound texts automatically open or update a support ticket in our helpdesk.

We do not use SMS for advertising, marketing, or promotional content. All SMS communications are operational — directly related to delivering services already contracted between IA and the customer.

Types of messages you may receive

• Replies to support questions you sent to us
• Updates on the status of an open service ticket
• Scheduled maintenance notifications
• Security alerts impacting your environment
• Follow-ups requested by your authorized contacts

Message frequency

Message frequency varies based on service activity. There is no fixed cadence — we send messages only when there is operational content to communicate.

Costs

Message and data rates may apply, as charged by your mobile carrier. IA does not charge any additional fee to send or receive SMS.

3. Consent and Opt-In — How It Actually Works

We do not send SMS to a number until our system records affirmative consent for that specific contact. Every outbound message is blocked at send-time unless the recipient's consent status is granted — this is enforced in code, not just policy. Consent is captured through one of the following paths, all logged to an immutable, append-only consent audit trail with timestamp, source, and the staff member or system event that captured it:

1. Staff-recorded enrollment (admin_ui). An IA support technician or account manager enrolls a customer contact for SMS during onboarding or an open support interaction, after confirming the contact wants text updates.
2. Customer self-serve portal opt-in (portal_self_serve). Authenticated customers can opt themselves in through our service portal.
3. Verbal / phone attestation (phone_attestation). Captured contemporaneously by an IA staff member during a phone call, with full attribution recorded at the time of the call.
4. Signed Master Services Agreement (msa_documenso). Customers who e-sign our MSA through Documenso grant SMS consent for the contacts named in the agreement; the signed document itself is the evidence record.
5. START/YES keyword (start_keyword). A contact who previously opted out (or who texts us proactively) can text START or YES to our support line at any time to grant or restore consent. This inbound message itself becomes the evidence record.

The illustration below shows the internal enrollment screen an IA staff member uses to record consent (path 1 above) — this is the primary path for most customers:

Once consent is granted, the contact can text our support line and receive replies. Here is what that exchange looks like in practice, including the keyword handling described in Section 4:

The reply text shown above for each keyword is the exact, unedited text our system sends live in production.

4. Opt-Out and Keywords

Opting out of SMS does not affect any other aspect of the services we provide. All consent and opt-out events are logged in an immutable audit record with timestamp, source, and supporting evidence.

5. HELP

Reply HELP to any IA SMS to receive our company name, our support line, and our customer support email. You may also reach us at [email protected] or (888) 711-4521 with any question about this SMS program.

6. Information We Collect

Through the SMS program we collect:

• Your mobile phone number
• The content of messages you send us
• Timestamps and delivery metadata from our SMS carrier (Twilio Inc.)
• Your consent and opt-out actions

If your message contains other personal or business information (for example, details about a service issue), that information is stored only inside our ticketing system, subject to the access controls described in our general Privacy Policy. Where a client is a HIPAA-covered entity, inbound message content is not retained in plaintext — it is redacted at the point of storage and staff must view it inside our HIPAA-scoped ticketing system instead.

7. How We Use and Share Your Information

SMS content and the phone numbers associated with it are used solely to:

• Deliver the support services contracted between IA and your business
• Maintain accurate records of customer communications
• Meet our legal, regulatory, and compliance obligations

We do not sell or share your mobile phone number, consent records, or SMS content with third parties for marketing purposes. We do not share this data with affiliates or partners for their own marketing use.

SMS messages transit through our SMS carrier (Twilio) for delivery to your mobile network. Twilio acts as our service provider and is bound by its own privacy and security commitments. We do not authorize Twilio or any other vendor to use your mobile data for marketing.

8. Data Retention

SMS content, delivery metadata, and consent records are retained for the duration of our service relationship with your business and for a period thereafter consistent with our records-retention obligations under applicable contracts, audit frameworks (SOC 2, HIPAA where applicable), and law. Opt-out records are retained indefinitely so that we can honor your opt-out across any future service relationship.

9. Security

SMS transmission across mobile carrier networks is not end-to-end encrypted; this is a property of the SMS protocol itself, not a choice of IA. Inside our systems, SMS records are stored in access-controlled databases, with encryption at rest, role-based access, and immutable audit logging. Do not send passwords, account numbers, full Social Security numbers, or other highly sensitive information by SMS. If you need to share sensitive information with us, use our secure message portal at securemessage.intelamation.net or contact us by phone.

10. Carrier Disclaimer

Mobile carriers are not liable for delayed or undelivered messages.

11. Children

This SMS program is intended for business communications with our customers and the adults they authorize. It is not directed to and not intended for individuals under the age of 18.

12. Changes to This Policy

We may update this policy from time to time. If we make material changes, we will post the updated policy at this URL and update the effective date above. Continued use of our SMS support line after a change constitutes acceptance of the updated policy.

13. Contact Us

For any question about this SMS Privacy Policy, our SMS practices, or to request that we delete or correct records associated with your phone number:

• Email [email protected]
• Call (888) 711-4521
• Write to: Intelligent Automation, LLC, 336 US Highway 46, Fairfield, NJ 07004

This SMS Privacy Policy is provided in addition to, and not in place of, our general Privacy Policy. Where the two policies conflict on a matter specific to SMS, this policy controls. See also our SMS Terms of Service.