Program Description
Central Lense Inc. ("Central Lense," "we," "us," or "our") operates a support text messaging program that allows our support engineers to communicate with clients and their authorized contacts about open IT support requests. Messages are sent and received through Microsoft Teams Phone and the telecommunications carriers that deliver messages on its behalf.
The program is transactional and conversational in nature. Typical messages include:
- Acknowledgment that a support request or ticket has been received
- Questions from a support engineer needed to diagnose or resolve your issue
- Status updates on an in-progress request, including scheduled maintenance or remediation windows
- Notice that a technician is calling, connecting remotely, or arriving on site
- Confirmation that a request has been resolved or closed
- Time-sensitive security or outage notifications affecting your environment
Consent to Receive Messages
We send support text messages only to mobile numbers whose owner has agreed to receive them. Consent may be given by agreeing verbally or in writing with a Central Lense representative during onboarding or while a support request is open, by requesting text updates on a support ticket, or by texting us first at a number we have published for support.
For every number enrolled, we keep a record of the consent, including the date it was given, the method by which it was given, and the related ticket or contact record. We retain these records for as long as the number remains enrolled and for a reasonable period afterward in order to document opt-in and opt-out history.
Consent is not a condition of purchase and is not required to receive any Central Lense product, service, or support. Consent applies only to the mobile number provided and only to the support messaging described in these terms. If you give us a number that is not yours, or if a number you enrolled is reassigned to someone else, please notify us at [email protected] so that we can remove it.
Message Frequency
Message frequency varies. Because this is a conversational support program rather than a recurring campaign, the number of messages you receive depends entirely on the support activity associated with your account. During an active ticket you may exchange several messages in a single day. When no request is open, you may receive no messages at all for extended periods.
We do not send scheduled recurring messages and we do not send bulk broadcasts for promotional purposes.
Message and Data Rates
Message and data rates may apply. Central Lense does not charge a fee for support text messages, but your mobile carrier may charge you for sending or receiving messages, depending on your plan. Check with your wireless provider if you are unsure whether message or data charges apply to your plan.
Messages may not be available on all mobile carriers or all devices, and some carriers do not support all message types.
How to Opt Out
Reply STOP to any message to stop receiving support text messages. We also honor the keywords END, QUIT, CANCEL, UNSUBSCRIBE, and REVOKE.
After you send an opt-out keyword, we will send a single confirmation message, normally within five (5) minutes, acknowledging that you have been unsubscribed. That confirmation contains no marketing content, and we will not send further support texts to that number. Opt-out requests are processed immediately upon receipt. We retain a record of the opt-out so that the number is not re-enrolled in error.
You may also revoke your consent by any reasonable means. In addition to the keywords above, you may opt out by emailing [email protected], by calling +1 (888) 245-7056, by telling any Central Lense representative in the course of a support conversation, or by replying with any other words that reasonably communicate your wish to stop receiving messages. We treat any such request as a valid revocation of consent and will honor it no later than ten (10) business days after receipt, and in practice immediately. We will not require you to use a specific keyword, complete a form, or take any additional step as a condition of opting out.
Opting out of text messages does not cancel any service, close any open ticket, or affect your ability to receive support. We will simply continue to work with you by phone, email, or your usual support channel. If you later want support texting again, you may opt back in by replying START or by asking a Central Lense representative to re-enroll your number.
How to Get Help
Reply HELP to any message to receive a short reply identifying Central Lense and providing our support contact information.
You can also reach us at any time by:
- Phone: +1 (888) 245-7056
- Email: [email protected] for questions about this program, consent, or opting out
- Web: our contact page
Privacy
When you agree to receive support texts, we collect your mobile phone number, a record of your consent, and the content of messages exchanged with our support engineers. We use that information only to communicate with you about your IT support requests and to maintain records of your consent and opt-out choices.
We do not sell, rent, or share your mobile number or SMS opt-in information with third parties or affiliates for marketing or promotional purposes. We share it only with the providers that deliver our text messages, such as Microsoft and its telecommunications carriers, and only as needed to provide the service. SMS opt-in data and consent are excluded from all other information sharing described in our Privacy Policy.
Please do not send sensitive information by text message. Text messaging is not an encrypted channel end to end, and we ask that passwords, payment card details, government identification numbers, and health information be shared through a secure channel instead. If a support engineer needs that kind of information, they will direct you to a secure method.
For the full description of how we handle personal information, see our Privacy Policy.
Carrier Liability
Mobile carriers are not liable for delayed or undelivered messages. Delivery of text messages depends on the networks and devices involved and is not guaranteed. Messages may be delayed, duplicated, or fail to arrive for reasons outside our control.
For this reason, text messaging should not be used to report an emergency or a situation requiring an immediate response. If you have an urgent issue, call us at +1 (888) 245-7056 and follow the escalation procedure in your service agreement. For a life-safety emergency, contact your local emergency services.
Eligibility
To participate in this program, you must be at least eighteen (18) years of age, be the owner or an authorized user of the mobile number you enroll, and be a client of Central Lense Inc. or an authorized contact of a client. Our support services and this messaging program are directed to businesses and are not intended for children.
The program is available to numbers served by participating United States mobile carriers. We may be unable to deliver messages to numbers outside the United States or on carriers that do not support the program.
Changes to These Terms
We may update these SMS Terms and Conditions from time to time to reflect changes in our practices, the messaging platforms we use, or applicable law. When we do, we will revise the "Last Updated" date at the top of this page and post the updated terms here.
If we make a material change that expands how we use your mobile number or the types of messages we send, we will obtain your consent again before sending messages under the expanded program. Your continued participation after a non-material update constitutes acceptance of the revised terms.
Contact Us
If you have questions about this messaging program, your consent, or these terms, please contact us using any of the following methods:
- SMS and Privacy Inquiries: [email protected]
- Legal Department: [email protected]
- Phone: +1 (888) 245-7056
- Mailing Address:
Central Lense Inc.
300 Delaware Ave. Suite 210
Wilmington, DE 19801
United States