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Karmaflow.ai Telephony Services Addendum (TSA)

Last Updated: Aug 27, 2025

This Telephony Services Addendum ("Addendum") governs all voice and SMS/MMS messaging features (collectively, "Telephony Services") provided by Karmaflow Inc. d/b/a Karmaflow.ai ("Karmaflow.ai"). This Addendum is incorporated by reference into the Master Services Agreement (MSA) and the Acceptable Use Policy (AUP). Capitalized terms not defined here have the meanings in the MSA.

By using Telephony Services, you agree to this Addendum.

1) Emergency Services (911/112/E911) - Critical Notice

The Telephony Services are not a replacement for traditional telephone service. They do not support calls to emergency numbers (e.g., 911, E911, 112, or local equivalents). You must ensure that you and your end-users have an alternative means to contact emergency services. You must not market, represent, or imply that the Services can be used for emergency calling. Karmaflow.ai disclaims all liability for attempts to reach emergency services via Telephony Services.

2) Customer Responsibilities & Legal Compliance

You are solely responsible for your use of Telephony Services and for ensuring compliance with all applicable laws, carrier policies, and industry codes (e.g., TCPA, CASL, CTIA, CWTA, anti-spam/telemarketing rules, export/sanctions, consumer protection, privacy/data-protection laws).

2.1 Consent, Opt-Outs, & Recordkeeping

Consent. Obtain and maintain prior express consent (and prior express written consent where required) before sending any marketing communications or placing calls.

Recordkeeping. Maintain verifiable records of consent (time, method, source, scope) and retain them for the duration required by law/policy.

Opt-out. Immediately honor STOP/UNSUBSCRIBE requests and maintain Do-Not-Call (DNC) lists. Implement automated opt-out flows where technically feasible.

Quiet Hours. Comply with any time-of-day restrictions (e.g., local quiet hours) applicable in the destination jurisdiction.

2.2 Disclosure, Recording & Monitoring

Recording Notice. Provide a clear recording announcement (or obtain explicit consent) before recording or monitoring any communication (voice, chat, SMS, email).

Two-Party/One-Party Consent. Configure flows to comply with the strictest applicable rule when in doubt. You are responsible for collecting, storing, and honoring consents.

2.3 Content Responsibility

You are solely responsible for all content transmitted via Telephony Services. Content must comply with the AUP and carrier policies, including restrictions on illegal, deceptive, harmful, or otherwise prohibited content.

2.4 Sender Identity & Registration

Accurate Identity. You must accurately identify the sender. No fraudulent Caller ID spoofing.

Registration. Complete and maintain any required registrations (e.g., A2P 10DLC brand/campaign in the U.S., toll-free verification, short code programs, country-specific sender IDs such as India DLT). Fees for registrations are your responsibility. Karmaflow.ai may provide workflow assistance but you remain responsible for compliance.

Templates & Keywords. Where required, register templates and support mandatory HELP/STOP keywords and disclosures (program name, message frequency, “msg & data rates may apply,” privacy/terms links).

3) Numbers (DIDs) - Provisioning, Ownership, & Porting

License Only. Numbers are licensed, not sold. You do not acquire ownership rights in any provisioned number.

Reclamation. We may reclaim or reassign numbers upon 30 days' notice (e.g., for regulatory reasons, extended inactivity, or abuse), and will use commercially reasonable efforts to provide a substitute.

Port-In/Port-Out. We will use commercially reasonable efforts to assist with porting numbers to/from Telephony Services if your account is in good standing. Porting is dependent on third-party carriers and cannot be guaranteed. Porting fees and carrier charges are your responsibility.

Reputation. You are responsible for maintaining number reputation (e.g., avoiding spam/complaints). We may require remediation (e.g., changes to content, cadence, or consent flows) where reputational or policy risks are detected.

4) Messaging Rules (SMS/MMS)

Prohibited Content. Comply with the AUP and carrier content rules (e.g., CTIA). Avoid illegal or high-risk categories and SHAFT-restricted content (sex, hate, alcohol, firearms, tobacco) unless explicitly permitted under applicable rules.

URL Policy. Avoid public/generic URL shorteners (e.g., shared domains). Use branded domains. Carriers may block shortened or obfuscated links.

Attachments. MMS support varies by handset/carrier/region. File types, sizes, and transcoding may be limited; delivery is not guaranteed.

Throughput & Rate Limits. Carriers enforce throughput limits and content filtering. We may throttle traffic to meet policy and stability requirements.

Delivery Receipts. Delivery receipts are best-effort and may not be available or accurate across all routes/carriers.

5) Voice Rules (PSTN/VoIP)

STIR/SHAKEN. Outbound calls may be attested under STIR/SHAKEN where supported. Accurate caller identity and lawful use are required to achieve favorable attestation.

Do-Not-Originate (DNO). Do not originate calls from numbers flagged as DNO.

Dialers & Abandonment. Predictive/auto-dialers must comply with abandonment rate limits, answer-time rules, and opt-out mechanisms under applicable law.

Quality & Codec. Call quality depends on network conditions, devices, and interconnects. Transcoding and network congestion can affect quality and features (e.g., DTMF, call recording).

Local Presence. Use of geo-matched caller IDs must comply with law/policy; abuse may result in suspension.

6) Fees, Charges, & Billing

Rates & Units. Usage is billed per the SOW/Order Form. Unless stated otherwise there, PSTN voice is billed per-second (1/1) with a 30-second minimum; applies to inbound & outbound.

Geography. North America is the default for PSTN voice. International PSTN rates require a quote via sales@karmaflow.ai.

Inclusions. Published usage rates include carrier/network charges (where applicable) and agent intelligence (reading/responding).

Pass-Through & Regulatory. Registration and regulatory fees, taxes, and mandated surcharges (e.g., A2P 10DLC fees, short code program fees, government surcharges) are passed through at cost. No administrative mark-up is applied.

Fraud & Unauthorized Use. You are responsible for all usage on your account, including due to compromised credentials or unauthorized access. Secure your keys and notify us immediately of suspected fraud.

7) Service Limitations & Disclaimers

Carrier Dependency. Telephony Services depend on third-party carriers and networks; Karmaflow.ai is not responsible for carrier performance.

No Deliverability or Quality Guarantee. Message delivery and call quality are not guaranteed and may be affected by filtering, routing, congestion, incorrect numbers, device behavior, or local regulations.

SLA Exclusion. Carrier networks and related services are expressly excluded from any platform SLA. Telephony Services are provided “as is” and “as available.”

8) Enforcement, Remediation & Suspension

We may (but are not obligated to) monitor anonymized patterns, investigate suspected violations, and require remediation steps. We may rate-limit, suspend, or terminate Telephony Services (in whole or part) without prior notice where:

We may share limited information with carriers/regulators to investigate compliance issues.

9) Changes to this Addendum

We may modify this Addendum by posting an updated version on our website. As described in the MSA, material changes that adversely affect your rights or obligations will be communicated in advance and will not apply retroactively. Continued use of Telephony Services after the effective date constitutes acceptance of the updated Addendum.

Exhibit A - Required SMS Disclosures (Templates)

These samples are informational and must be tailored to your program and jurisdiction.

Exhibit B - Billing Details (Reference)