Messaging Policy

1) Roles & Responsibility

• The customer is responsible for lawful contacts, message content, and valid recipient consent.
• 360 Synergy provides tools (opt-in/opt-out, STOP/HELP, quiet hours), monitoring, and abuse-prevention mechanisms; we do not guarantee delivery of every message.

2) Opt-in (Consent)

• Marketing SMS require explicit, documented consent at the brand/program level (web form with checkbox, keyword, signup sheet, e-mail confirmation, etc.).
• Consent from minors under 16 must be via a parent/guardian (CPRA). The service is not intended for children under 13 (COPPA).
• Double opt-in is recommended for added reliability.

3) Opt-out & HELP

• Each SMS must include: Reply STOP to opt out.
• Standard opt-out keywords supported: STOP, END, CANCEL, UNSUBSCRIBE, QUIT — processed immediately.
• HELP returns support contact details and short instructions.

4) Content Rules

• Prohibited: SHAFT categories (sex, hate, alcohol, firearms, tobacco), cannabis/CBD, gambling, unlicensed pharma, fraud, "snowshoeing."
• Each message must include brand identification and match the recipient's expectations based on prior interaction.

5) Disclosures & Quiet Hours

• Welcome message must disclose frequency (e.g., up to 4/mo) and include Msg&data rates may apply.
• Quiet hours are set by the sender. We recommend avoiding marketing SMS from 9:00pm to 8:00am recipient local time; stricter state laws apply where relevant.

6) Sender Registration

• A2P 10DLC: Brand and Use Case must be registered in Twilio Trust Hub with sample messages and domain. Sending is active only after Approved.
• Toll-Free: verification of the Toll-Free number is required before mass sending.
• Short Code: requires dedicated application and carrier approval.
• WhatsApp: requires verified business account (WABA) and approved templates.

7) Channel Notes

• WhatsApp: only approved templates may be used; opt-out must be clear (e.g., message with STOP keyword).
• E-mail: must follow CAN-SPAM requirements (see below).

8) Record Keeping

• Customer must store evidence of opt-in/opt-out, forms and template texts, privacy policy, and campaign sample messages.
• Upon carrier/provider request, these records must be provided by the customer.

9) Data Retention

• Delivery logs at subprocessors (Twilio/Sinch/SendGrid) are generally stored no longer than 30 days, unless required otherwise by law/contract.
• Evidence of consents/opt-outs is retained per contract and applicable law.

10) E-mail (CAN-SPAM)

• Each email must include the company's physical address and a working unsubscribe option.
• Headers and subject lines must not be misleading; unsubscribes must be processed without undue delay.

11) Monitoring & Compliance

• We track deliverability and compliance using 360 Synergy internal tools and operator/provider feedback (delivery receipts, complaint feedback). Twilio / Sinch are used only as sending providers (review requests, service notifications, and marketing if enabled by customer).
• If anomalies are detected, sending may be limited automatically or manually until resolved.

12) Enforcement

• Violation of this Policy or carrier rules may result in filtering, fines, or suspension of number/campaign/account.
• 360 Synergy may restrict sending or customer access in case of violations or risks to infrastructure/reputation of channels.

13) Contact

• Company: 360 Synergy LLC
• EIN: 33-4009077
• Address: 1207 OLD JORDAN RD, Holland, PA 18966-2600, USA
• Hosting: AWS Ashburn, Virginia
• Support: support@360synergy.net
• Privacy: privacy@360synergy.net
• Security: security@360synergy.net

This Policy does not constitute legal advice. Customers must comply with applicable laws (including TCPA/CTIA, CAN-SPAM) and carrier rules.