Master Service Agreement

These Terms govern ServicePilot Pro’s AI-powered front-desk platform (the “Service”) for automotive repair shops (“Client”). This operational draft is not legal advice; counsel should review the SMS consent language and state-specific call-recording rules before the Service is used for SMS or recording.

1. Services

The Service may provide AI call answering, intake, scheduling, customer communications, reminders, summaries, sentiment tools, integrations, and roadside/tow workflows. Features and availability depend on the selected plan, configured integrations, and approved communications channels. SMS is not enabled until a compliant messaging provider, sender/campaign registration, consent controls, and production approval are complete.

2. Fees and billing

Current plans are:

• Starter: $997/month plus $1,500 setup fee
• Pro: $1,997/month plus $1,500 setup fee
• Growth: $3,497/month plus $1,500 setup fee
• Scale: $4,997/month plus $1,500 setup fee
• Enterprise: custom monthly fee plus $1,500 setup fee

Fees are billed in advance through the payment method shown at checkout. Messaging, carrier, usage, and third-party integration charges may be additional when applicable and will be disclosed. Plans renew monthly unless cancelled through the dashboard or by written notice before the next billing date. Cancellation takes effect at the end of the paid period; setup fees and partial months are non-refundable except where required by law or agreed in writing.

3. Client communications and consent

3.1 Consent evidence. Client is the customer-relationship and consent owner. Before requesting an outbound message, Client must document, for each recipient and purpose: tenant/shop, phone number, transactional eligibility or separate marketing opt-in, exact disclosure and version, source/form or call identifier, date/time/time zone, and any IP/user-agent or other evidence available. An uploaded list without this evidence is not sufficient. Client must not use purchased, scraped, spoofed, reassigned, or inferred-consent lists.

3.2 Separate purposes. Appointment, quote, tow, and other requested customer-care messages must remain separate from marketing. Marketing/re-engagement, promotions, upsells, and review requests require an appropriate purpose-specific authorization; an old customer relationship or inbound call does not automatically authorize automated marketing texts.

3.3 Sender and suppression. Client authorizes only truthful sender identity, approved use case, and lawful content. The first message must identify the Client/sender and reason for contact and include applicable frequency, message/data-rate, STOP, and HELP disclosures. ServicePilot may suppress messages immediately across the Client account and relevant shared systems for STOP, HELP, DNC, complaint, wrong-number, reassigned-number, delivery-failure, or carrier-risk signals. Client must honor suppression and may not re-add a suppressed number without a fresh opt-in.

3.4 Provider approval. ServicePilot will not enable production A2P messaging while sender/brand/campaign registration is pending or rejected. Client must provide accurate legal identity, website, opt-in evidence and campaign samples and cooperate with vetting. Approval does not establish TCPA compliance.

4. Call recording and transcripts

Client must ensure that callers receive a clear audible notice before recording begins, such as: “This call may be recorded by [SHOP LEGAL NAME] and ServicePilot Pro for customer service and quality purposes. If you do not consent, please tell us or use another channel.” Where applicable law requires affirmative consent, recording must begin only after the required consent is captured; refusal must be honored. Client must configure its jurisdictions, notices, and retention settings and must not instruct ServicePilot to bypass a recording refusal. ServicePilot logs the notice/consent outcome and call identifier where supported, restricts access, and supports retention/deletion controls subject to legal and dispute holds. Call recordings and transcripts are Client Data; each party remains responsible for its own acts and legal obligations.

5. Client data and privacy

Client owns Client Data and instructs ServicePilot to process it to provide the Service. Client must have authority and lawful basis to provide it. The Privacy Policy describes handling, subprocessors, communications preferences, and rights. The parties should execute a data-processing addendum where required. ServicePilot does not use Client or End User recordings, transcripts, or messages to train general-purpose AI models without separate written agreement; aggregated, genuinely de-identified operational metrics may be used for product improvement.

6. Acceptable use and suspension

Client may not use the Service for unlawful, deceptive, abusive, harassing, prohibited, or unsolicited bulk communications, or to evade carrier filtering, consent, DNC, recording, or opt-out requirements. ServicePilot may pause a tenant, number, campaign, or feature immediately for missing consent evidence, complaint spikes, carrier warnings, security risk, unlawful recording, or policy violation, without waiving other remedies.

7. Availability and liability

AI output may be inaccurate and Client must review critical decisions. ServicePilot does not guarantee delivery, carrier approval, appointment availability, tow response, or uninterrupted operation. To the extent permitted by law, neither party is liable for indirect or consequential damages; ServicePilot’s aggregate liability is limited to fees paid in the preceding three months. This limitation does not exclude liability that cannot legally be limited.

8. Indemnity and termination

Client will defend and indemnify ServicePilot for claims arising from Client’s unlawful content, customer list, missing consent, inaccurate campaign data, or recording instructions. ServicePilot remains responsible for its own security failures, deceptive registration, and failure to honor technical suppression controls. Either party may terminate for material breach; ServicePilot may suspend or terminate immediately for unlawful messaging, recording, or material carrier risk. On termination, access ends and Client Data is exported or deleted subject to legal retention and dispute holds.

9. Notices

Legal and privacy notices: 821 Alden Rd, Paramus, NJ 07652; legal@servicepilotpro.xyz. SMS complaints and privacy requests: privacy@servicepilotpro.xyz or 551-500-6902.