Contact & Support Policy

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Last Updated: January 1, 2026

This Contact & Support Policy describes how Clients and website users may contact The Message Center (“Company,” “we,” “us,” or “our”) regarding general inquiries, service-related matters, account administration, support requests, and policy or documentation questions. This Policy is incorporated by reference into the Terms of Service and any applicable written service agreement.

1. Scope of Support

The Company provides support related to:

• account setup, onboarding, configuration, and ongoing account administration;
• service operation, delivery, and usage in accordance with Client Instructions;
• billing, invoicing, payments, and account-related financial matters;
• updates to Client Instructions, workflows, configurations, or other authorized service changes;
• general questions regarding Services, documentation, policies, or operational      processes.

Support is provided in accordance with the scope of Services selected by the Client and the terms of any applicable written service agreement.

2. Authorized Contacts

Support requests must be submitted by individuals authorized by the Client to act on the Client’s behalf. The Company may decline to act on requests from individuals who are not properly authorized in order to protect account security, confidentiality, and service integrity.

Clients are responsible for maintaining accurate and current authorized contact information.

3. Support Channels

The Company provides support through designated communication channels, which may include email, web forms, portals, or other written methods communicated during onboarding or made available through the website or service documentation.

Support channels, availability, and response times may vary based on the Services in use, the nature and complexity of the request, and operational considerations.

4. Response Times

The Company makes commercially reasonable efforts to respond to support inquiries in a timely manner. However, response times are not guaranteed and may vary based on factors including, but not limited to:

• the nature and complexity of the request;
• service configuration or scope;
• business hours or operational schedules;
• reliance on third-party systems or dependencies; and
• overall support volume or demand.

Urgent or time-sensitive matters should be clearly identified and submitted in accordance with Client Instructions, service configuration, or any service-specific guidance provided by the Company.

5. Limitations of Support

Support services do not include:

• business, legal, medical, financial, or other professional advice;
• emergency response, emergency dispatch, or crisis intervention;
• actions or decisions outside the scope of the Services, Client Instructions, or      agreed service configuration;
• real-time monitoring, supervision, or immediate response unless expressly included in a written service agreement or service configuration.

Support interactions are administrative in nature and are intended solely to assist Clients with use of the Services as configured.

6. Updates and Changes

Requests to modify Client Instructions, workflows, communication channels, configurations, or service scope may require verification, additional setup time, fees, or written approval. The Company is not obligated to implement requests that fall outside the agreed service scope, service configuration, or applicable written service agreement.

7. Policy and Legal Inquiries

Questions related to the Terms of Service, Company policies, compliance matters, or legal and contractual documentation should be directed through the Company’s designated policy or compliance contact channel.

8. Contact Information

For general inquiries, support requests, or policy-related questions, please contact:

Email: policies@themsgctr.com

Additional contact details or service-specific support instructions may be provided during onboarding or within a written service agreement.

9. Relationship to Other Policies

This Contact & Support Policy should be read in conjunction with the Terms of Service, Privacy Policy, Billing & Payment Policy, Service Scope & Limits Policy, Acceptable Use Policy, Cookies & Tracking Policy, and Website Use Disclaimer. In the event of a conflict, the applicable written service agreement will govern.