1. SMS Character Limit

Each SMS has a maximum capacity of 160 characters. To the extent that an SMS has more than 160 characters, a second SMS will be sent to accommodate the character surplus.

2. SMS Service Features (each available upon written request):

     2.1 Triggered SMS in Voice Campaigns. Voice campaigns can be configured to trigger an automated SMS to the target account for specific call outcomes.

     2.2 SMS ‘Blast’ Campaigns. An SMS-only campaign can be used to contact large numbers of accounts via SMS.

     2.3 Automatic SMS Subscriber Opt-Out Enforcement. To help comply with industry and carrier requirements, LiveVox can monitor all mobile subscriber responses for the Mobile Marketing Association’s mandated list of opt-out keywords and automatically add them to an enforced opt-out list maintained by LiveVox.

     2.4 SMS Response Handling. The ability to monitor SMS responses from mobile subscribers to look for and act on keywords. Automatic processing of SMS subscriber opt-out responses is one pre-built example of this capability. LiveVox can implement additional SMS keyword response handling capabilities.

     2.5 SMS Response Logging. All SMS mobile subscriber responses to LiveVox clients’ SMS activity can be logged and made available.

     2.6 SMS Campaign Results. Communicated to customer in a format to be determined in cooperation with Customer.

3. Short Code Purchase

Customer understands SMS service may, at Customer’s option, be enabled via a short code. In that case, LiveVox will need to purchase a short code on Customer’s behalf (unless Customer already had a pre-existing short code, or intends to purchase one on its own behalf). If LiveVox purchases a short code on Customer’s behalf, that short code will be dedicated for Customer’s exclusive use, and Customer is obligated for the cost of purchase, per the pricing section, for the full term of the Hosted Services SOW. Each short code that may be purchased on Customer’s behalf is subject to a twelve (12) month minimum commitment, regardless of when purchased. For example, if Customer requests an additional short code in month six of the current term of the Hosted Services SOW, Customer will be obligated for the additional short code lease for twelve consecutive months, even if the Hosted Services SOW is otherwise terminated. With respect to any short code purchase by LiveVox on Customer’s behalf, the Parties have the following obligations:

     3.1 Short Code Order Form. Customer is obligated to provide LiveVox with a completed “SMS Program Form,” within seven (7) days following execution of this amendment.

     3.2 Interaction with SMS Aggregator. Following receipt of the Short Code Order Form, LiveVox will submit the form to its SMS aggregator for processing and eventual delivery of Customer’s unique short code, which short code is anticipated to take up to eight (8) weeks to obtain.

     3.3 If Customer Already has its own Short Code. See document titled “LiveVox Aggregator to Aggregator Migration Guide.”

4. Compliance

Customer agrees to comply with the Cellular Telecommunications Industry Association (“CTIA”) “Messaging Principles and Best Practices” (Version 2019), which is incorporated into this Agreement and viewable at: 

  https://api.ctia.org/wp-content/uploads/2019/07/190719-CTIA-Messaging-Principles-and-Best-Practices-FINAL.pdf