SMS & Messaging Terms

Tri-Cities IT, Inc. uses SMS and MMS messaging primarily for operational, support, account, and service-related communications with Customers and their authorized users.

Messages may include:

• Support-ticket updates and technician communications;
• Service-status and outage notifications;
• Security alerts and account notifications;
• Appointment, scheduling, and project coordination;
• Billing or account-related communications;
• Service onboarding, maintenance, and administrative notices; and
• Other transactional or informational messages reasonably related to services provided by Tri-Cities IT.

Tri-Cities IT does not currently use this messaging program to send promotional or marketing text messages. If we introduce marketing SMS communications in the future, we will obtain any consent required by applicable law and update the applicable messaging disclosures before using SMS for that purpose.

SMS services are intended for individuals who are at least 18 years old or who are authorized representatives or users of a Customer organization.

By providing a mobile number for SMS communications, you represent that you are authorized to use that number and to consent to applicable communications sent to it.

Where consent is required, Tri-Cities IT will obtain or rely upon appropriate consent before sending automated or application-generated SMS or MMS messages.

Consent may be provided through methods such as:

• A written service agreement or onboarding document;
• A website, portal, or electronic form containing the applicable SMS disclosure and affirmative opt-in control;
• An authorized support or account interaction in which the user expressly requests or agrees to receive text-message communications;
• A documented request made by an authorized representative of a Customer organization; or
• Another method permitted by applicable law and supported by the applicable messaging platform.

When an electronic checkbox or similar control is used to obtain SMS consent, the user must affirmatively select that option. Consent is not assumed from a pre-selected checkbox.

Consent to receive SMS messages is not a condition of purchasing products or services from Tri-Cities IT.

Message frequency varies depending on support activity, service events, security notifications, account activity, project coordination, and other operational needs.

Some users may receive messages only occasionally, while users actively involved in a support incident, project, outage, or security event may receive multiple messages during that event.

Message and data rates may apply depending on your mobile carrier, service plan, and location.

Tri-Cities IT does not charge a separate fee solely for receiving ordinary SMS or MMS communications from our messaging program, but your mobile provider may impose charges under your wireless plan.

You may opt out of applicable automated SMS communications at any time by replying STOP to a message.

You may also revoke SMS consent through another reasonable method by contacting Tri-Cities IT and clearly requesting that SMS messages to the applicable mobile number stop.

After an opt-out request is processed, you may receive a final confirmation message acknowledging the request. We will honor opt-out and consent-revocation requests as required by applicable law and the capabilities of the applicable messaging platform.

Opting out of SMS does not prevent Tri-Cities IT from contacting you through other authorized channels, such as email or telephone, when necessary to provide services or administer your account.

For assistance with an applicable automated messaging program, reply HELP where supported.

• Support: [email protected]
• Billing / Account Questions: [email protected]
• Phone: 423-484-8400

Routine SMS communications are generally sent during reasonable business or operational hours.

Messages related to cybersecurity incidents, critical outages, emergency maintenance, service restoration, or other time-sensitive operational events may be sent outside normal business hours when reasonably necessary.

Mobile telephone numbers, SMS consent information, and messaging opt-in records are handled in accordance with the Tri-Cities IT Privacy Policy.

Tri-Cities IT does not sell, rent, or provide mobile telephone numbers, SMS opt-in information, or SMS consent records to third parties or affiliates for their own marketing or promotional purposes.

Information may be shared with service providers and messaging platforms as reasonably necessary to deliver, route, secure, support, and administer the messaging service, subject to applicable contractual and legal requirements.

For additional information, review our Privacy Policy.

SMS and MMS delivery depends on wireless carriers, messaging providers, Internet services, mobile devices, and other third-party systems that Tri-Cities IT does not control.

Wireless carriers are not responsible for delayed or undelivered messages. Tri-Cities IT cannot guarantee that every message will be delivered, delivered immediately, or available in every geographic area or on every mobile network.

Users of Tri-Cities IT SMS services agree to:

• Provide a mobile number they are authorized to use;
• Keep account and contact information reasonably current;
• Notify us if a mobile number changes or should no longer receive messages;
• Use messaging channels lawfully and appropriately;
• Avoid transmitting malicious content, threats, harassment, spam, credentials, or other information that should not reasonably be sent through SMS; and
• Use an appropriate secure support channel when sensitive information should not be transmitted by text message.

SMS is not always an appropriate channel for passwords, authentication secrets, payment-card information, protected health information, highly sensitive personal information, or other confidential data.

Tri-Cities IT may redirect a conversation to a more appropriate support or secure communication channel when sensitive information is involved.

Tri-Cities IT messaging services may not be used to:

• Send unlawful, fraudulent, abusive, or deceptive content;
• Distribute malware, phishing content, or malicious links;
• Harass, threaten, or impersonate another person or organization;
• Interfere with or abuse messaging systems or carrier networks;
• Attempt unauthorized access to systems, accounts, or data; or
• Violate applicable law or third-party rights.

Tri-Cities IT may retain records relating to SMS consent, opt-in methods, opt-out requests, message status, delivery events, and messaging history for operational, troubleshooting, security, compliance, audit, and recordkeeping purposes.

Tri-Cities IT may use telecommunications carriers, messaging providers, software platforms, cloud services, and other vendors to transmit or administer SMS and MMS communications.

Those services may be subject to additional provider terms, carrier requirements, messaging policies, filtering controls, and technical limitations.

Tri-Cities IT may update these SMS Terms periodically to reflect changes in our messaging program, service providers, business practices, carrier requirements, or applicable law.

The current version will identify its effective date and version at the top of this page.

These SMS Terms supplement the general Tri-Cities IT Terms & Conditions and Privacy Policy.