Legal · SMS messaging

SMS Messaging Terms

Last updated: May 21, 2026

These SMS Messaging Terms describe the SMS programme operated by Exoserva on behalf of service businesses ("contractors") using the Exoserva platform. They apply to anyone who consents to receive text messages from a contractor using Exoserva. They supplement, and do not replace, our Terms of Service and Privacy Policy.

1. Programme overview

Exoserva is a B2B SaaS field service management platform used by HVAC, plumbing, electrical, handyman, and other home-service contractors across the United States. Each contractor sends SMS to its own customers from a single dedicated US 10-digit business phone number routed through Exoserva's carrier vendor, Twilio, Inc.

The programme is registered with The Campaign Registry (TCR) as a Customer Care (transactional) A2P 10DLC campaign. Only transactional service messages are sent — no marketing or promotional content. If a Marketing use-case campaign is registered later, it will be vetted by US carriers as a separate programme with its own independent opt-in surface, and these Terms will be updated to cover it.

2. Categories of messages

Under the registered Customer Care campaign, the contractor's business number sends only the following transactional service messages:

  • Appointment confirmations with date, time, and service address.
  • Technician on-the-way / ETA notifications.
  • Estimate ready for review.
  • Invoice sent with link to view and pay.
  • Payment receipts.

No marketing or promotional SMS is sent under this campaign. Consent collected for transactional service messages does not authorize any other category of SMS.

3. How you opt in

There are three opt-in methods. In every case, consent is recorded in an append-only audit log with timestamp, source IP, and (for verbal consent) the staff user who captured it. A live demonstration of the web opt-in UX is publicly available at /sms-opt-in-example.

  1. Web booking page. The contractor's Exoserva-hosted booking page presents an unchecked-by-default SMS consent checkbox next to the phone number field, scoped to transactional service messages. The checkbox is independent of the Terms of Service and Privacy Policy agreement and is not a condition of receiving service — the customer may book without ticking it. No SMS is sent unless the box is ticked and the form submitted.
  2. Verbal opt-in (phone or in person). Staff read the transactional disclosure verbatim and capture the customer's explicit verbal consent through the in-app Record Verbal Consent form, which writes to an append-only audit log attributed to the staff user, with timestamp and source IP. The script also points the customer to this page and to our Privacy Policy.
  3. In-app preferences. Existing customers may update SMS preferences at any time from the Communication Preferences tab in the customer detail page.

4. Message frequency

Message frequency varies with your service activity. Typical volume per recipient is 3–8 transactional messages per service appointment. Recipients who have not opted in receive no SMS at all.

5. Carrier costs

Standard message and data rates may apply. Exoserva and the contractor do not charge you for SMS, but your mobile carrier may bill you according to your wireless plan. Contact your carrier for pricing details.

6. How to opt out

You can opt out at any time using any of the methods below. Opt-out takes effect immediately upon receipt by Exoserva.

  • Reply STOP (or any of STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, REVOKE, OPTOUT) to unsubscribe from all messages from that contractor's number, per CTIA carrier rules. You will receive one confirmation message and no further messages.
  • Update your preferences in your customer profile if you have an active account with the contractor.
  • Contact the contractor directly by phone or email.

To re-subscribe after a STOP, reply START (or YES, SUBSCRIBE, UNSTOP).

7. Getting help

Reply HELP (or INFO) to any message for assistance, or email support@exoserva.com. You will receive a confirmation message describing the programme and where to get further help.

8. Privacy and data sharing

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Information sharing to subcontractors that support the SMS programme (e.g., Twilio, Inc., our carrier vendor) is permitted strictly for the purpose of delivering messages on the contractor's behalf. All other categories of personal data exclude mobile opt-in information from any sharing for promotional purposes.

For full details of how Exoserva collects, uses, and protects your data, see our Privacy Policy.

9. Eligibility

The SMS programme is available only to recipients in the United States on participating mobile carriers (including AT&T, T-Mobile, Verizon, US Cellular, and most regional carriers). Carriers are not liable for delayed or undelivered messages. You must be at least 18 years of age, or have permission from a parent or legal guardian, to consent to receive messages.

10. Carrier vendor disclosure

Exoserva uses Twilio, Inc. as its A2P 10DLC carrier vendor. Twilio handles message transmission to US wireless carriers under Exoserva's registered TCR brand and campaign. Twilio's privacy practices are governed by the Twilio Privacy Notice.

11. Changes to these Terms

We may modify these SMS Messaging Terms from time to time. The "Last updated" date at the top of this page reflects the latest revision. Material changes affecting consent or message categories will be disclosed by SMS to active opt-in recipients prior to taking effect.

12. Contact

Questions about these Terms or the SMS programme: support@exoserva.com.

Knock Knock Contractor LLC d/b/a Exoserva · United States