Microsoft Teams SMS Terms and Conditions

1) Program Description (What this service is)

Our Text Message Service enables two-way, conversational SMS between our IT Support technicians and users for support ticket follow-up, including:

• troubleshooting questions and instructions
• scheduling/confirming support appointments
• updates on ticket progress or resolution
• requests for additional information needed to close a ticket

This program is intended for person-to-person support communications, not marketing or promotional messaging.

2) Opt-In (How you consent)

You opt in to receive texts from our IT Support team by one of the following methods (as applicable):

• initiating a support request and providing your mobile number for ticket communications, and/or
• replying YES (or another consent keyword) when prompted, and/or
• providing consent via our support portal, service desk form, or phone call confirmation

Your consent is not a condition of purchase (where applicable).

3) Message Frequency

Message frequency varies depending on ticket activity, technician follow-up needs, and resolution status.

4) Costs

Message and data rates may apply based on your mobile carrier plan.

5) Opt-Out (Stopping messages)

You can opt out at any time by replying:

STOP — you will no longer receive texts from this program.

After opting out, you may receive one final confirmation message acknowledging your unsubscribed request. If you want to re-enroll, reply START (or contact the Help Desk).

6) Help (Getting assistance)

For help, reply:

HELP — to receive program information and support options.

You can also contact:

IT Help Desk: 301.960.0480

Email: helpme@tecfac.net

Support portal: tecfac.it

7) Supported Use and Limitations

This SMS service is designed for conversational ticket support only (1:1 technician ↔ user).

Delivery may be affected by factors outside our control (carrier availability, device settings, coverage). Carriers are not liable for delayed or undelivered messages.

Do not use SMS for emergencies. For urgent issues, contact the Help Desk by phone at 301.960.0480.

8) Acceptable Use (User responsibilities)

By using this service, you agree:

• to provide a valid mobile number you control or are authorized to use
• not to submit sensitive data via text (see Section 9)
• to keep communications related to your support request
• not to use abusive, harassing, unlawful, or inappropriate language

We may suspend texting privileges for misuse or security concerns.

9) Sensitive Information (What not to send)

To protect you and our systems, do not text:

• passwords, one-time codes, MFA tokens
• full payment card numbers
• Social Security numbers or other highly sensitive identifiers
• medical details (unless your organization’s policy explicitly permits and secures it)

If we need sensitive data, we’ll direct you to a secure method (support portal or phone).

10) Privacy & Data Handling

We use your mobile number and message content only to provide IT support communications related to tickets and service requests. We do not sell your information. We may share limited data with service providers that help deliver SMS and operate Microsoft Teams, consistent with our policies and applicable law.

Microsoft Privacy Statement: https://privacy.microsoft.com/

11) Recordkeeping & Monitoring

SMS communications may be logged and retained for:

• support quality assurance
• troubleshooting and audit needs
• compliance with internal policies and legal obligations

Retention follows TecFac’s records retention schedule.

12) Changes to These Terms

We may update these Terms & Conditions from time to time. The “Effective date” above indicates the latest revision. Continued use of the Text Message Service after updates constitutes acceptance of the revised terms.

13) Contact Information