Service Scope & Limits

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Last Updated: January 1, 2026

This Service Scope & Limitations Policy describes the nature, scope, and limitations of the services provided by The Message Center (“Company,” “we,” “us,” or “our”). This Policy is incorporated by reference into the Company’s Terms of Service and any applicable written service agreement.

1. Scope of Services

The Company provides communication handling and administrative support services as configured by the Client. Services may include, without limitation:

• intake of Incoming Communications across supported channels;
• capturing, documenting, and routing messages in accordance with Client Instructions;
• delivery, dispatch, or notification of messages to Client-designated recipients;
• administrative workflows expressly configured during onboarding or otherwise agreed to in writing.

Services are provided only in accordance with the Client’s selected configuration and Client Instructions.

2. Channel-Agnostic Services

The Company’s Services may be delivered across one or more communication channels, which may include phone, voicemail, text message, email, web forms, live chat, or other channels supported by the Company now or in the future.

The specific channels available to a Client depend on the Services selected and the configuration agreed to during onboarding or subsequently authorized in writing.

3. No Decision-Making Authority

The Company performs Services in a strictly administrative capacity and does not exercise independent judgment, decision-making authority, or discretion on behalf of Clients, except where expressly authorized in writing through Client Instructions.

The Company does not:

• make business, legal, medical, financial, or operational decisions;
• determine urgency, priority, or response requirements beyond those explicitly defined in Client Instructions;
• provide  advice, recommendations, opinions, or interpretations to callers or      contacts.

All actions taken by the Company are administrative in nature and carried out solely in accordance with Client-provided guidance and configurations.

4. No Professional or Emergency Services

The Services are administrative and communication-based in nature and are not a substitute for professional judgment or emergency services.

The Company does not provide:

• medical, clinical, legal, financial, or regulatory advice;
• emergency response, emergency dispatch, or crisis intervention services;
• diagnosis, treatment decisions, risk assessments, or professional determinations.

In the event of an emergency, individuals should contact local emergency services immediately. The Company’s role is limited to administrative communication intake and delivery, as configured by the Client through Client Instructions.

5. Reliance on Client Instructions

The effectiveness, accuracy, and timeliness of the Services depend on the completeness, accuracy, and currency of Client Instructions.

The Company is not responsible for:

• errors, delays, or omissions resulting from incomplete, inaccurate, or outdated Client Instructions;
• failures caused by unreachable, unavailable, or incorrect Client-designated contacts;
• outcomes or consequences resulting from how communications are reviewed, interpreted, or acted upon after delivery.

Clients are responsible for maintaining current Client Instructions, contact information, escalation paths, schedules, and service configurations.

6. Third-Party Dependencies

Certain aspects of the Services depend on third-party systems, platforms, or infrastructure not owned or controlled by the Company, including but not limited to telecommunications providers, internet services, software platforms, and integrations.

The Company is not responsible for service interruptions, delays, errors, or failures caused by third-party systems, outages, network issues, or other external conditions beyond the Company’s reasonable control.

7. Service Modifications and Limitations

Services are provided based on the configuration in effect at the time of delivery. Requests to modify workflows, communication channels, routing logic, or service scope may require additional setup time, fees, and written approval before implementation.

The Company is not obligated to support:

• services, features, or workflows not agreed upon during onboarding or subsequently authorized in writing;
• custom workflows or handling requirements not documented in Client Instructions;
• unsupported channels, integrations, platforms, or use cases.

8. No Guaranteed Outcomes

While the Company makes commercially reasonable efforts to provide reliable Services, the Services are provided on an “as available” basis and without guarantees as to specific outcomes, response times, availability, or results.

The Company is not responsible for business outcomes, lost opportunities, missed communications, or damages arising from Client decisions, third-party actions, or circumstances beyond the Company’s reasonable control.

9. Relationship to Other Policies

This Service Scope & Limitations Policy should be read in conjunction with the Terms of Service, Privacy Policy, Billing & Payment Policy, and Message Handling Disclaimer. In the event of a conflict, the applicable written service agreement will govern.

10. Contact Information

Questions regarding this Service Scope & Limitations Policy may be directed to:

Email: policies@themsgctr.com