Tellem Terms of Service

These Terms of Service (“Terms”) form a binding agreement between Tellem.ai LLC, a New Hampshire limited liability company (“Tellem,” “we,” “us,” or “our”), and the person or organization accessing or using the Service (“Customer,” “you,” or “your”).

Tellem provides a back-office automation and customer communication service designed to help service businesses coordinate appointments, dispatch field workers, send appointment-related notifications by SMS, MMS, email, or other channels, interpret calendar and job activity, support GPS/location-enabled arrival estimates, and view related operational activity (the “Service”).

The Service may include the Tellem web dashboard, backend services, APIs, scheduling and dispatch tools, customer appointment notification tools, location-based arrival estimate tools, AI-assisted message drafting or workflow suggestions if made available, documentation, support, and integrations with third-party services such as Google Calendar, OwnTracks or other tracker tools, SMS messaging providers, Mapbox, Resend, Vercel, Railway, Supabase, and other tools we make available.

Tellem is not a replacement for your own business judgment, employee management processes, customer communication policies, dispatch procedures, compliance obligations, or emergency communications processes.

By clicking “I Accept,” creating an account, signing an order form, accessing the Service, or using the Service, you agree to these Terms. If you accept these Terms on behalf of a company or other organization, you represent that you have authority to bind that organization. If you do not agree to these Terms, do not access or use the Service.

An order form, statement of work, pilot agreement, early-access agreement, data processing addendum, or other written agreement signed by Tellem may supplement these Terms. If there is a conflict, the signed agreement controls for that conflict.

The Service is currently in early-access testing unless Tellem states otherwise in writing. The Service may be updated frequently, may contain errors, may experience interruptions, may produce inaccurate results, and may change materially or be discontinued. Customers should maintain reasonable fallback processes for customer communications, dispatch coordination, and recordkeeping.

A separate Early Access Agreement may apply to confidentiality, feedback, test use, restricted access, customer references, pricing, support, and our right to revoke access. If an Early Access Agreement applies, it is incorporated into these Terms by reference.

The Service is not designed or intended for emergency dispatch, medical emergencies, life-safety communications, public safety communications, legally mandated notices, or any situation where failure, delay, error, or unavailability could result in death, personal injury, property damage, legal noncompliance, or material business harm.

You agree not to use the Service for any emergency, life-safety, or public-safety purpose.

You are responsible for maintaining the confidentiality of account credentials and for all activity under your account and authorized-user accounts.

You agree to provide accurate and complete account information; keep account information current; use reasonable safeguards to protect account access; promptly notify Tellem of unauthorized access or suspected compromise; ensure that only authorized personnel access the Service; and promptly remove access for personnel who no longer need it.

We may suspend, restrict, or require additional verification if we reasonably believe your account has been compromised, is being misused, violates these Terms, or presents a security, legal, operational, or compliance risk.

“Customer Data” means data, content, records, files, messages, contact information, appointment information, field-worker information, location data, calendar data, job data, custom fields, and other information submitted to, connected to, configured in, generated through, or processed by the Service on your behalf.

Customer Data may include end-customer names, phone numbers, email addresses, service addresses, appointment details, service notes, field-worker names, field-worker phone numbers, GPS/location data while workers are on duty or otherwise configured, calendar information, message history, opt-out records, consent records, and related operational metadata.

As between you and Tellem, you retain ownership of Customer Data. You grant Tellem a limited right to process Customer Data as needed to provide, secure, maintain, support, troubleshoot, and improve the Service; comply with law; enforce these Terms; and as otherwise described in these Terms and our Privacy Policy.

You are responsible for the accuracy, quality, legality, and use of Customer Data.

You are responsible for ensuring that your use of the Service complies with all laws, rules, regulations, industry standards, carrier rules, employment obligations, privacy obligations, consumer-protection obligations, and third-party provider policies that apply to your business.

You represent and warrant that you have a lawful basis to collect, import, use, disclose, and process Customer Data through the Service; you have provided all legally required notices to end customers, prospects, workers, employees, contractors, and authorized users; you have obtained all legally required consents, acknowledgments, and authorizations; you will maintain accurate records of consent, opt-outs, revocations, and notices; you will not import, upload, or use data for individuals with whom you do not have a lawful business relationship; you will not use the Service to send unlawful, deceptive, harassing, unsolicited, or unauthorized communications; and you will not use the Service to track, monitor, discipline, evaluate, or make employment decisions about workers unlawfully.

Except for Tellem.ai Service Alerts, you remain responsible for your own communications, notices, and compliance obligations. For Tellem.ai Service Alerts, Tellem controls the approved SMS consent language, standardized message templates, permitted message categories, sending rules, messaging-hour controls, HELP and STOP processing, and suppression logic. You are responsible for accurately presenting the Tellem-approved consent request, recording the recipient’s affirmative response in the Tellem system, and providing accurate appointment and service-status information.

8.1 Tellem.ai Service Alerts

Tellem.ai LLC operates Tellem.ai Service Alerts, an informational SMS program that sends appointment and service-status notifications through a Tellem-controlled toll-free number. The participating service business is identified to provide context for the scheduled appointment.

8.2 Permitted messages

Messages are limited to appointment confirmations, reminders, schedule changes, arrival windows, estimated-arrival updates, running-late notices, on-the-way alerts, arrival notices, job-complete notices, and directly related customer-care communications.

Marketing, advertising, promotional offers, solicitations, fundraising, lead generation, cross-selling, upselling, employee messaging, contractor messaging, prospecting, and unrelated communications are prohibited through Tellem.ai Service Alerts.

8.3 Tellem control of message content

Tellem is the creator and controller of the standardized templates used by Tellem.ai Service Alerts. Customers may supply approved factual variables, including the business name, appointment information, assigned field worker, service status, delay duration, and estimated arrival time. Customers may not create, edit, append, or transmit free-form SMS content through the program.

8.4 Consent requirements

Before Tellem sends an SMS message, the Customer must present the exact Tellem-approved consent request and obtain the recipient’s affirmative permission to receive Tellem.ai Service Alerts concerning the scheduled appointment.

Providing a telephone number, booking an appointment, purchasing or receiving service, accepting these Terms, or agreeing to a general privacy policy does not by itself constitute SMS consent. SMS consent must be separately and affirmatively provided and is not a condition of purchase or service.

Imported contact information may not be used for messaging unless an individual, verifiable Tellem-specific consent record exists for the recipient.

8.5 Consent records

Consent records must include the recipient’s mobile number, associated service business, appointment reference, consent method, date and time, exact disclosure version, source, affirmative response, and available electronic or representative audit information. Tellem may prevent messaging where the required record is absent, incomplete, or inconsistent.

8.6 Program disclosures

Program name: Tellem.ai Service Alerts. Message frequency varies based on appointment activity. Message and data rates may apply. Reply HELP for help or contact support@tellem.ai or (845) 377-6588. Reply STOP to opt out of all SMS messages from the toll-free number that sent the message.

8.7 Customer-specific and program-wide preferences

Replying STOP creates a program-wide suppression for the toll-free number that sent the message. A recipient may also contact Tellem or the applicable service business to request that Tellem stop messages associated with a particular service business. A customer-specific preference may not override a program-wide STOP suppression.

8.8 Message timing

Routine reminders and non-urgent notifications may be delayed during configured quiet hours based on the service business’s configured time zone. A time-sensitive arrival, delay, or service-status notification may be sent when reasonably necessary for an appointment that legitimately occurs during those hours.

8.9 Enforcement

Tellem may block, filter, delay, reject, suppress, or disable messaging that does not comply with these Terms, applicable law, carrier requirements, messaging-provider requirements, recipient preferences, or Tellem’s approved messaging rules.

The Service may allow you to send email messages to end customers, workers, employees, contractors, prospects, or other recipients. You are solely responsible for ensuring that each email message is lawful and authorized.

For commercial email messages, you agree to comply with the CAN-SPAM Act and any other applicable email, marketing, privacy, or consumer-protection laws.

You agree that email messages sent through the Service will not use false or misleading header information; use deceptive subject lines; misrepresent the sender or purpose of the message; omit required identification or disclosures; omit a valid physical postal address where required; or omit a clear and functioning unsubscribe or opt-out mechanism where required.

You agree to promptly honor unsubscribe and opt-out requests and not send further marketing emails to recipients who have opted out, except as legally permitted for transactional or relationship communications.

Appointment reminders, scheduling notices, dispatch updates, and service-status messages are intended to be transactional or relationship communications. You agree not to include marketing, promotional, or solicitation content in those messages unless you have satisfied all legal requirements for commercial messaging.

The Service may use GPS, mobile-device location data, or similar location information to support dispatch coordination, route awareness, customer updates, and arrival estimates. You are solely responsible for your use of location tracking with your field workers, employees, contractors, agents, or other personnel.

Before enabling location tracking for any worker, you represent and warrant that you have provided clear written notice explaining what location data is collected, when tracking occurs, why tracking is used, who can access location information, how long location data is retained, and how tracking can be disabled or limited when the worker is off duty where applicable; obtained all required written consents, acknowledgments, or authorizations; limited tracking to legitimate business purposes; configured tracking windows and settings responsibly; and complied with all employment, labor, privacy, consumer-protection, employee-monitoring, contractor, device, and location-tracking laws that apply to your business.

You agree not to use the Service to track workers outside authorized working time; track workers in private places where they have a reasonable expectation of privacy; secretly track workers; track personal devices without legally sufficient consent; use location data for unlawful employment, disciplinary, discriminatory, retaliatory, or surveillance purposes; or use location data in a way that violates applicable law, worker rights, your own policies, or these Terms.

Arrival estimates, route status, delay detection, and other location-enabled features are approximate and may be inaccurate. You are responsible for reviewing and validating dispatch decisions, customer communications, worker assignments, route changes, and employment decisions.

The Service may include AI-assisted or rules-based features, such as message suggestions, trigger recommendations, ETA support, calendar interpretation, or workflow suggestions. These features may be inaccurate, incomplete, delayed, or inappropriate for a specific situation.

You are responsible for reviewing, approving, and validating message content, dispatch decisions, customer communications, worker assignments, and any other output before relying on it where human review is appropriate or legally required.

Tellem does not provide legal, employment, safety, dispatch, or customer-service advice. The Service is a tool to support your operations, not to replace your judgment.

Our Privacy Policy describes how we collect, use, disclose, retain, and protect personal information. The Privacy Policy is incorporated into these Terms by reference.

As between you and Tellem, you are the controller or business responsible for Customer Data submitted to, connected to, or configured in the Service; Tellem acts as your processor or service provider when processing Customer Data on your behalf and under your instructions; and Tellem may act as an independent controller for account registration data, billing data if any, support data, security logs, diagnostics, usage data, website data, and business contact information.

You are responsible for providing privacy notices to your end customers, workers, and authorized users, and for responding to privacy rights requests from your end customers and workers except where Tellem is legally required to respond directly. Tellem will provide commercially reasonable assistance where legally required and technically feasible.

You agree not to submit protected health information, payment card data, government identification numbers, children’s data, biometric data, financial account credentials, or other highly sensitive data to the Service unless Tellem has expressly agreed in writing and any required supplemental agreement is in place.

13.1. Processing instructions

To the extent Tellem processes Customer Data on your behalf, Tellem will process Customer Data only to provide, maintain, secure, support, troubleshoot, and improve the Service; in accordance with these Terms, the Privacy Policy, applicable order forms, any applicable data processing addendum, and your documented instructions; and as required by applicable law. Your instructions include your use and configuration of the Service.

13.2. Nature and purpose of processing

The nature and purpose of processing is to provide back-office automation, appointment coordination, dispatch support, SMS/MMS/email notifications, GPS-based arrival estimates, integrations, support, security, diagnostics, analytics, and related Service functionality.

13.3. Types of data and categories of individuals

Customer Data may include names, business contact information, consumer contact information, phone numbers, email addresses, addresses, appointment details, service details, location data, message logs, consent records, opt-out records, calendar data, account usage information, and related operational metadata.

Customer Data may relate to your end customers, prospects with whom you have a lawful business relationship, field workers, employees, contractors, administrators, and authorized users.

13.4. Duration of processing

Tellem will process Customer Data for the duration of your use of the Service and as needed for termination, data export, legal compliance, dispute resolution, security, backup, audit, and legitimate business purposes described in these Terms and the Privacy Policy.

13.5. Confidentiality and security

Tellem will ensure that personnel authorized to process Customer Data are subject to confidentiality obligations. Tellem will maintain commercially reasonable administrative, technical, and physical safeguards designed to protect Customer Data against unauthorized access, loss, misuse, alteration, or disclosure.

13.6. Subprocessors

You authorize Tellem to use subprocessors and third-party service providers to provide the Service. These may include hosting providers, SMS providers, email providers, mapping providers, analytics providers, calendar providers, support tools, and other infrastructure or integration providers.

Tellem will require subprocessors that process Customer Data on our behalf to be bound by written obligations designed to protect Customer Data. Tellem may update subprocessors from time to time. Where required by law, Tellem will provide notice or a reasonable opportunity to object to material subprocessor changes.

13.7. Deletion or return

Upon termination, Tellem will make Customer Data available for export for a reasonable period, currently expected to be 30 days, unless access has been terminated for unlawful use, security risk, nonpayment, or other cause.

After the export period, Tellem may delete Customer Data from active systems, subject to backup retention, legal obligations, dispute records, security logs, suppression records, and legitimate business needs. Backup copies will be deleted in the ordinary course of Tellem’s retention cycle.

13.8. Assistance and assessments

Taking into account the nature of processing and the information available to Tellem, Tellem will provide commercially reasonable assistance to help you respond to legally valid privacy rights requests related to Customer Data and to support your security, breach-notification, and data protection assessment obligations where legally required and technically feasible.

Upon reasonable request, and subject to confidentiality and security limitations, Tellem will provide information reasonably necessary to demonstrate compliance with these data processing terms. Tellem may satisfy assessment requests by providing security summaries, policies, certifications, independent assessment reports, or other appropriate documentation, rather than allowing direct access to systems or facilities.

Tellem will maintain commercially reasonable safeguards designed to protect Customer Data. You are responsible for maintaining appropriate security controls for your own systems, devices, user accounts, passwords, integrations, imported data, employee access, and business processes.

You agree to promptly notify Tellem if you become aware of unauthorized access to the Service, compromised credentials, misuse of the Service, or a suspected security issue involving Customer Data.

Tellem will notify you without undue delay after confirming a security incident involving Customer Data. Tellem will provide reasonably available information to help you evaluate the incident and meet your legal obligations, including information about the nature of the incident, affected data, mitigation steps, and recommended next actions.

You are responsible for determining whether notice to affected individuals, regulators, attorneys general, customers, employees, workers, consumer reporting agencies, or other parties is required, except where law places that obligation directly on Tellem.

You agree not to use the Service to violate any law, regulation, contract, court order, or third-party right; send unsolicited, unauthorized, deceptive, or unlawful messages; send marketing messages without legally sufficient consent; upload purchased, rented, scraped, harvested, or third-party contact lists without a lawful basis; harass, threaten, deceive, impersonate, or mislead anyone; track workers unlawfully or without required notice and consent; process sensitive data unless legally authorized and necessary for the Service; submit protected health information, payment card data, government ID numbers, children’s data, biometric data, financial account credentials, or other restricted data without written approval from Tellem; interfere with or disrupt the Service; probe, scan, or test the vulnerability of the Service without written authorization; attempt to access another customer’s account or data; reverse engineer, copy, modify, or create derivative works of the Service except as legally permitted; bypass usage limits, security controls, provider rules, carrier policies, or compliance safeguards; use the Service to compete with Tellem or build a substantially similar product; or use the Service for emergency dispatch, life-safety, or public-safety purposes.

Tellem may suspend or terminate access if we reasonably believe your use violates these Terms, applicable law, third-party provider rules, carrier requirements, or creates legal, operational, reputational, security, or deliverability risk.

The Service may integrate with third-party services, including Google Calendar, OwnTracks or other tracker tools, SMS messaging providers, Mapbox, Resend, Vercel, Railway, Supabase, and other tools.

Your use of third-party services may be subject to separate terms, privacy policies, fees, limits, and compliance requirements. Tellem is not responsible for third-party services, third-party outages, third-party data handling, changes to third-party APIs, carrier filtering, message blocking, mapping errors, geocoding errors, calendar errors, or third-party service discontinuation.

You authorize Tellem to access, transmit, receive, and process data through third-party services as needed to provide the Service.

If the Service is provided free of charge during early access, Tellem may later introduce fees, paid plans, usage limits, usage-based charges, subscription terms, or pilot pricing.

If you agree to a paid plan, you agree to pay all applicable fees, taxes, and charges according to the applicable order form, invoice, checkout page, or written agreement. Unless otherwise stated in writing, fees are non-refundable. Tellem may suspend or terminate access for nonpayment.

Tellem and its licensors own all rights, title, and interest in and to the Service, including software, code, workflows, designs, interfaces, documentation, models, processes, trademarks, service marks, logos, and related intellectual property. You may use the Service only as permitted by these Terms.

You retain ownership of Customer Data. If you provide feedback, suggestions, ideas, bug reports, enhancement requests, or other input, you grant Tellem a perpetual, irrevocable, worldwide, royalty-free right to use that feedback without restriction or compensation.

During early access or through your use of the Service, you may receive non-public information about Tellem or the Service, including features, designs, pricing, roadmap information, technical details, performance information, security information, customer information, or business plans.

You agree to keep Tellem’s non-public information confidential and not disclose it to third parties without our written permission. This does not restrict information that is publicly available through no fault of yours, independently developed without use of confidential information, or lawfully received from another source without confidentiality obligations.

You agree to defend, indemnify, and hold harmless Tellem, its affiliates, officers, directors, employees, contractors, agents, and licensors from and against any claims, damages, fines, penalties, losses, liabilities, costs, and expenses, including reasonable attorneys’ fees, arising out of or related to Customer Data; your message content; your recipient lists; your failure to obtain legally required consent; your failure to honor opt-outs or revocations; your violation of TCPA, CAN-SPAM, privacy, employment, consumer-protection, worker-monitoring, location-tracking, or other applicable laws; your use of GPS or location tracking; your use of the Service in violation of these Terms; your breach of any representation, warranty, or obligation in these Terms; or disputes between you and your end customers, employees, contractors, prospects, or field workers.

Tellem may participate in the defense of any claim with counsel of its choice. You may not settle any claim in a way that imposes liability, admission, payment, or obligation on Tellem without Tellem’s prior written consent.

To the maximum extent permitted by law, the Service is provided “as is” and “as available.” Tellem disclaims all warranties, whether express, implied, statutory, or otherwise, including warranties of merchantability, fitness for a particular purpose, title, non-infringement, availability, accuracy, reliability, security, and error-free operation.

Tellem does not warrant that the Service will meet your requirements; be uninterrupted, secure, timely, accurate, or error-free; deliver messages; avoid email spam filters; avoid SMS carrier filtering; provide accurate GPS data or arrival estimates; keep integrations available; prevent all data loss or corruption; or comply with laws applicable to your business.

You are responsible for maintaining backups, fallback processes, and independent verification of business-critical information.

To the maximum extent permitted by law, Tellem will not be liable for any indirect, incidental, special, consequential, exemplary, enhanced, or punitive damages, or for any loss of profits, revenue, data, goodwill, business opportunity, business interruption, or reputational harm, arising out of or related to the Service or these Terms, even if Tellem has been advised of the possibility of such damages.

To the maximum extent permitted by law, Tellem’s aggregate liability arising out of or related to the Service or these Terms will not exceed the greater of the amount you paid Tellem for the Service in the three months before the event giving rise to liability or one hundred U.S. dollars (US$100). The limitations in this section apply even if a remedy fails of its essential purpose.

Nothing in these Terms limits liability that cannot be limited by law, including liability for fraud, intentional misconduct, gross negligence where not waivable, or other liability that applicable law does not allow to be excluded or limited. Your indemnification obligations are not limited by this section.

Either party may terminate these Terms at any time, with or without cause, by giving written notice. Email notice is sufficient unless an order form says otherwise.

Tellem may suspend or terminate your access immediately if you violate these Terms; create legal, compliance, security, operational, deliverability, or reputational risk; your use violates third-party provider policies or carrier requirements; your account is compromised; you fail to pay amounts owed; or continued access could harm Tellem, the Service, another customer, any recipient, any provider, or any third party.

Upon termination, your right to access and use the Service ends; you remain responsible for amounts owed; sections intended to survive termination will survive; and Tellem will handle Customer Data as described in these Terms and the Privacy Policy.

Tellem may modify, update, suspend, discontinue, or limit the Service at any time. During early access, features may be added, removed, changed, limited, or discontinued without notice. Tellem is not liable for any modification, suspension, or discontinuation of the Service.

Tellem may update these Terms from time to time. When we publish a new version, we may require you to accept the updated Terms before continuing to use the Service. Your continued use of the Service after updated Terms take effect constitutes acceptance of the updated Terms. If you do not agree to updated Terms, you must stop using the Service.

These Terms are governed by the laws of the State of New Hampshire, without regard to conflict-of-law principles.

Any dispute arising out of or relating to these Terms or the Service will be brought exclusively in the state courts located in Strafford County, New Hampshire, or the United States District Court for the District of New Hampshire, and each party consents to personal jurisdiction and venue in those courts.

Before filing a claim, each party agrees to make a good-faith effort to resolve the dispute informally. Nothing prevents either party from seeking injunctive or equitable relief to protect intellectual property, confidential information, security, or the Service.

Tellem may provide notices by email, through the Service, or by posting notices on our website or dashboard. You may provide notices to Tellem by email at support@tellem.ai. Legal notices should also be sent to Tellem.ai LLC, 14 Littleworth Rd, Dover, NH 03820, Attn: Legal / Compliance.

You may not assign or transfer these Terms without Tellem’s prior written consent. Tellem may assign these Terms in connection with a merger, acquisition, financing, corporate reorganization, sale of assets, or transfer of the Service.

You may not use the Service in violation of U.S. export control laws, sanctions laws, or trade restrictions. You represent that you are not located in, organized under the laws of, or ordinarily resident in any country or region subject to comprehensive U.S. sanctions, and that you are not listed on any U.S. government restricted-party list.

These Terms, together with the Privacy Policy, any applicable Early Access Agreement, any applicable Data Processing Addendum, and any applicable order form, constitute the entire agreement between you and Tellem regarding the Service. If any provision of these Terms is found unenforceable, the remaining provisions will remain in effect. Failure to enforce a provision is not a waiver. Headings are for convenience only. The word “including” means “including without limitation.” Sections that by their nature should survive termination will survive, including confidentiality, Customer Data obligations, payment obligations, intellectual property, feedback, indemnification, disclaimers, limitations of liability, dispute terms, and miscellaneous provisions.

Questions about these Terms may be sent to: