SMS Opt-In Policy

• Toll-free number: +18889969298 (+1 888 996 9298)
• Operated by: Obsidian Auto Inc., doing business as Service VIN
• Website: www.servicevin.com

Service VIN is software for automotive service shops — paint protection film, window tint, detailing and auto repair. Obsidian Auto Inc. operates Service VIN.

This toll-free number is our own customer support line. It is printed on our website, on our invoices and inside our software. It is not used for any marketing programme, and there is no subscriber list attached to it.

Customer care and account notifications only. Three kinds of message, and nothing else:

• Two-way support replies to people who text or call this number first.
• Account notifications to existing paying customers about their own account — billing, phone number porting, outages, and support tickets they raised.
• A single automated text back to a caller we could not answer live. It is sent when that caller agreed to it on the call, or when the number belongs to an existing paying customer who gave it to us at sign-up (method 3 below). A caller who says nothing, or who asks not to be texted, gets a return phone call instead.

We send no promotional, advertising or sales messages from this number.

This is the primary method. A person texts the support number published on our website and on our invoices. That inbound message is the consent, and we reply in the same conversation. We do not initiate these threads.

When someone calls this line and no agent is free, the caller hears the following announcement before any text is sent. This is the verbal consent script, word for word:

A capture notice — “This call is transcribed for quality and training.” — is spoken once earlier in the same call, before this announcement.

If our receptionist is switched off, the caller reaches the answerphone instead. It asks for consent in the same terms, because a promise that held on one path and not the other would not be a promise:

Example call.

• Caller dials +1 888 996 9298. No agent is available.
• The system plays the announcement above in full.
• Caller: “Yeah, that’s fine — I’m trying to move my phone number over from my old software.”
• Call ends. Having heard what a text back is, what it may cost, how often it comes and that hanging up prevents it, the caller answered — and their own words are the record of that agreement.
• Our system sends the text back shown as sample message 1, which repeats the rate, frequency, HELP and STOP disclosures in writing.

A caller who says nothing at all, and a caller who asks not to be texted, are both left untexted and receive a return phone call instead. An explicit refusal is honoured even from an existing customer.

How the verbal consent is recorded and stored.For every such call we store the caller’s phone number, the date and time of the call, the announcement they heard word for word, the identifier of that announcement’s version, the transcript of what they said in reply, and the decision it produced. These are written to a consent record on the call’s own row and kept with it under section 7 of our Privacy Policy. The record is available on request.

Shop owners give us a phone number when they set up their Service VIN account. The number field carries this disclosure directly beneath it:

We text these customers only about their own account.

We do not buy, rent or import phone lists. We never send promotional or advertising messages from this number, and this is enforced in software rather than by policy: our send path refuses any number that has neither contacted us first, nor agreed on the call, nor belongs to an existing paying customer. It also refuses any message containing a URL.

Conversational and low volume. Typically fewer than five messages per person per month, and only in response to something the recipient started.

Message and data rates may apply.

Reply HELP or INFO for help. Reply STOP at any time to opt out. STOP, STOPALL, UNSUBSCRIBE, CANCEL, END and QUIT are all honoured automatically and immediately, and we send a confirmation. Reply START, YES or UNSTOP to resubscribe.

Help message.

Opt-in confirmation message.

1. Text back after a missed call, following verbal consent.

2. Support agent replying to a customer who texted us first.

3. Account notification to an existing customer.

• Terms of Service — including Section 6, messaging consent and CASL, which governs the messages a shop sends to its own customers.
• Privacy Policy
• Security and trust

Questions about this policy, or about a message you received from +1 888 996 9298: text or call that number, or write to info@servicevin.com.