\n\nDOVE COMMUNICATIONS, INC.
\nPrivacy Policy
\nEffective Date: February 1, 2026
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Effective Date: February 1, 2026
\nDove Communications, Inc. (“Dove,” “we,” “us,” or “our”) provides bundled communications, telecommunications, VoIP, SMS/text messaging, managed IT, managed services provider (“MSP”), cybersecurity, computer network, cloud, software-enabled, and AI-enabled services, as well as structured cabling, access control, alarm, video surveillance, monitoring, and related technology services throughout the United States.
\nThis Privacy Policy explains how we collect, use, disclose, retain, and protect information when you:
\n\n\n• Visit our websites, portals, or online properties;
\n• Contact us as a prospect, customer, vendor, or business partner;
\n• Purchase or use our products or services;
\n• Interact with our support, monitoring, telecom, security, AI-enabled, cloud, or managed services;
\n• Serve as a customer contact, authorized user, administrator, employee, contractor, visitor, or occupant at a monitored or serviced location; or
\n• Otherwise communicate with us.
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This Privacy Policy is intended to serve as a public-facing privacy notice and, where applicable, a notice at collection describing the categories of personal information we collect, the sources of that information, the purposes for which we use it, and the categories of third parties to whom we may disclose it. Various state privacy laws, including California and other comprehensive state privacy laws, may require businesses to provide consumers certain information at or before collection, describe available privacy rights, and make a fuller privacy policy available.
\nThis Privacy Policy applies to information we collect in connection with our business operations, websites, customer relationships, and services.
\nIt does not replace any contract, service order, monitoring agreement, telecom terms, service-specific terms, data processing addendum, or other agreement between Dove and a customer. If a customer agreement says we process certain information on that customer’s behalf, that agreement may control for those services.
\nIn many situations, Dove acts in one of two roles:
\n\n\n• Business / controller role: for information we collect for our own operations, such as website visits, sales inquiries, billing, account management, contract administration, and business communications.
\n• Service provider / processor role: for information we process on behalf of customers in delivering managed IT, MSP, telecom, VoIP, SMS, monitoring, access control, alarm, surveillance, AI-enabled, cloud, cybersecurity, software, or related services.
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If we process information on behalf of a customer, the customer may control certain decisions about notices, access, correction, deletion, retention, and lawful use. In those cases, you may need to direct your request to that customer first.
\nThe information we collect depends on your relationship with us and the services involved.
\n| Category | \nExamples | \n
| Identifiers and contact information | \nName, company, title, service address, billing address, email, phone number, account username, customer ID, emergency contact information | \n
| Account and commercial information | \nQuote and order details, services purchased, subscriptions, licenses, service history, contract records, provisioning records, preferences, project details | \n
| Billing and payment information | \nBilling contacts, invoice details, payment status, payment method details, tax-related information, collections information | \n
| Device, network, and telemetry data | \nIP addresses, MAC addresses, device identifiers, browser details, network logs, endpoint information, health and monitoring data, vulnerability and patch-status information, configuration data, authentication and access logs, mobile device and application identifiers, cloud and tenant telemetry, and security telemetry | \n
| Support and ticket data | \nTrouble tickets, chat logs, emails, call notes, diagnostics, screenshots, attachments, service histories, escalation records, remote-session activity, device and user-submitted troubleshooting data, support call or screen recordings where enabled, and transcripts, summaries, or similar AI-assisted support artifacts | \n
| VoIP and call data | \nPhone numbers, call detail records, call routing details, timestamps, duration, registered location information, dispatchable location information, voicemail-related metadata, porting and provisioning records, call recording data where enabled, transcripts, and related telecom usage and provisioning records | \n
| SMS and messaging data | \nSender and recipient numbers, timestamps, routing, delivery status, application-to-person messaging records, opt-in/opt-out information, campaign registration data, sender and brand registration details, and in some cases message content or attachments where processed for delivery, storage, support, compliance, or troubleshooting | \n
| Emergency and location information | \nService address, dispatchable location, registered location, caller location information, alarm location details, site contact data, emergency response instructions, and related E911 records | \n
| Alarm, access-control, security, and monitoring data | \nAlarm signals, event logs, arming/disarming activity, badge or credential data, door events, schedules, contact lists, response instructions, monitoring center records, central-station and dispatch workflow records, sensor data, intrusion or tamper events, environmental alerts, and responder workflow records | \n
| Video, image, audio, recording, and monitoring data | \nCamera footage, snapshots, clips, intercom audio, call recordings, support recordings, screen recordings, remote viewing content, archived recordings, exported media, monitoring review records, transcripts, and related metadata | \n
| Cloud, platform, software, and subscription data | \nCloud account details, tenant IDs, subscription and license usage, authentication records, audit logs, storage usage, mobile app activity, vendor platform data, remote-management and remote-monitoring records, backup status, sync activity, and administrative event logs | \n
| AI inputs, outputs, automation, and analytics data | \nPrompts, clips, transcripts, summaries, classifications, alerts, recommendations, analytic outputs, event categorizations, search results, automation instructions, anomaly flags, model-generated content, and related confidence, ranking, or scoring outputs | \n
| Website and cookie data | \nBrowser type, pages viewed, session data, referral URLs, cookies, pixels, analytics data, form submissions, chat interactions, and similar website or portal usage information | \n
| Business communications | \nEmails, letters, proposals, meeting notes, phone conversations, and other communications with our teams | \n
We collect information from a variety of sources, including:
\n\n\n• directly from you, such as when you contact us, request a quote, sign up for services, submit a form, pay an invoice, open a support ticket, or communicate with us;
\n• from our customers, such as when they identify authorized contacts, users, locations, administrators, responders, visitors, or monitored premises information;
\n• from your devices, networks, browsers, and systems, such as through logs, cookies, monitoring tools, platform integrations, or telecom systems;
\n• from service activity, such as call records, SMS or messaging activity, alarm events, access logs, recordings, support interactions, cloud platform usage, E911 records, AI-enabled processing activity, and monitoring events;
\n• from third parties, such as carriers, messaging aggregators, cloud providers, software vendors, manufacturers, monitoring centers, payment processors, distributors, integrators, referral partners, identity or fraud-prevention providers, and public sources;
\n• from emergency and regulatory interactions, such as emergency-calling records, dispatch information, permit-related communications, and lawful requests.
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We use information for legitimate business and service-delivery purposes, including to:
\n\n\n• Provide, activate, install, configure, support, maintain, monitor, and improve our products and services;
\n• Create, manage, and administer accounts, subscriptions, licenses, and projects;
\n• Process orders, invoices, payments, credits, and collections;
\n• Authenticate users and manage access, credentials, and permissions;
\n• Deliver telecom, VoIP, messaging, alarm, video, monitoring, cloud, managed IT, MSP, AI-enabled, and cybersecurity services;
\n• Support emergency calling, alarm response workflows, dispatch handling, and service continuity;
\n• Troubleshoot issues, investigate incidents, monitor performance, and provide customer support;
\n• Register messaging campaigns and sender information, manage SMS compliance workflows, and process opt-in/opt-out requests;
\n• Manage monitoring-center instructions, contact lists, response protocols, and event escalations;
\n• Process, host, store, transmit, analyze, and retrieve recordings, logs, alerts, and related service data;
\n• Generate analytics, automation, summaries, alerts, recommendations, classifications, or AI-assisted outputs;
\n• Communicate with customers, prospects, vendors, and service users;
\n• Protect our systems, networks, services, customers, and business from fraud, abuse, misuse, security incidents, or unlawful activity;
\n• Comply with legal, regulatory, contractual, and insurance-related obligations;
\n• Enforce our contracts, policies, and acceptable-use requirements;
\n• Carry out internal business operations such as auditing, reporting, forecasting, service planning, and business transfers.
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We may also use de-identified or aggregated information for internal analytics, operations, service planning, and business improvement, provided we do not attempt to reidentify such information except as permitted by law.
\nDepending on the services involved, we may process information that may be considered sensitive under some laws or contexts, such as:
\n\n\n• Precise or service-location information used for VoIP/E911, dispatch, alarm response, or similar emergency-related functions;
\n• Call records and communications metadata;
\n• Video or audio recordings;
\n• Access-control and entry records;
\n• Network, security, or incident-response logs;
\n• Credentials, identity-verification data, or security settings;
\n• AI-generated classifications or incident-related outputs.
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Where we process this type of information, we generally do so to provide requested services, protect systems and people, meet legal or regulatory obligations, or as otherwise permitted by applicable law and contract.
\nIf you use our telecom, VoIP, or messaging services, we may process account, call, number, routing, usage, registration, provisioning, porting, and location data needed to deliver, support, secure, authenticate, and bill for those services. That may include customer proprietary network information (“CPNI”) or similar telecom-related records. Where applicable, we use, disclose, and protect CPNI only as permitted or required by applicable federal law, including for service delivery, provisioning, billing, repair, maintenance, fraud prevention, authentication, emergency services, network operations, account administration, and other purposes authorized by law.
\nFor E911 or emergency-calling functionality, we may collect, use, update, verify, and disclose service addresses, registered locations, dispatchable locations, callback information, and related records to carriers, emergency service providers, public safety answering points, database managers, and others involved in emergency services.
\nFor SMS and messaging services, we may process opt-in and opt-out status, campaign registration details, sender and brand registration details, sender information, recipient information, delivery data, and, where applicable, message content or attachments for delivery, storage, support, compliance, fraud prevention, or troubleshooting. Customers remain responsible for their own campaign content, consent practices, disclosures, sender identification, opt-out handling, and lawful use of messaging services, including compliance with applicable texting, telemarketing, 10DLC, and carrier requirements.
\nOur services may involve the transmission, review, storage, analysis, or disclosure of:
\n\n\n• Alarm signals and event data;
\n• Remote viewing activity;
\n• Camera footage, clips, still images, and audio;
\n• Intercom sessions;
\n• Call recordings or support recordings;
\n• Access-control and credential events;
\n• Monitoring-center notes and response logs.
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Depending on the services purchased, recordings and monitoring data may be reviewed by Dove personnel, monitoring centers, cloud or software providers, manufacturers, integrators, customer-authorized users, or AI-enabled tools for service delivery, troubleshooting, response handling, security, training, quality assurance, incident review, transcription, summarization, analytics, automation, and legal compliance.
\nImportant: customers are responsible for deciding whether and where to deploy cameras, microphones, monitoring, analytics, AI-enabled review tools, call recording, or similar features; for configuring those features appropriately; for providing required signs, workplace notices, privacy disclosures, and policy disclosures; and for obtaining any legally required consents or authorizations from employees, contractors, visitors, tenants, callers, or other affected persons under applicable federal, state, and local law, including laws that may require one-party, two-party, or all-party consent for certain recordings or monitoring practices.
\nSome Dove offerings use or support artificial intelligence, machine learning, automation, analytics, transcription, summarization, classification, anomaly detection, monitoring enhancement, search, automated review, or similar capabilities.
\nIf AI-enabled features are used, we may process prompts, text, audio, video, images, logs, event data, communications, recordings, or other inputs to generate outputs such as:
\n\n\n• Alerts,
\n• Classifications,
\n• Incident summaries,
\n• Recommendations,
\n• Transcripts,
\n• Risk indicators,
\n• Automation triggers,
\n• Search or analytic results.
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AI-assisted outputs may be incomplete, inaccurate, delayed, inconsistent, biased, or inappropriate for a given use case. For that reason:
\n\n\n• AI outputs may be reviewed by human personnel;
\n• We may use third-party AI or cloud providers to support functionality;
\n• Customers remain responsible for reviewing outputs and making final operational, legal, employment, compliance, safety, and business decisions;
\n• Customers are responsible for confirming they have the right to submit content, data, recordings, communications, or other inputs used with AI-enabled services and for providing any required notices or obtaining any required consents related to those inputs;
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We do not promise that AI features will detect, prevent, classify, summarize, or accurately report all events, and AI-assisted outputs should be reviewed appropriately for the relevant use case.
\nOur websites and portals may use cookies, pixels, session technologies, analytics tools, forms, chat tools, and similar technologies to:
\n\n\n• Keep the site functioning;
\n• Remember preferences;
\n• Understand traffic and engagement;
\n• Improve usability and performance;
\n• Protect against fraud or abuse;
\n• Respond to inquiries and route leads.
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You may be able to control cookies through your browser or device settings. Disabling some cookies may affect site functionality.
\nWe may disclose information to the following categories of recipients when reasonably necessary for the purposes described in this Policy:
\n| Recipient Category | \nWhy We May Share | \n
| Service providers and contractors | \nHosting, billing, payment processing, support, storage, security, analytics, document management, communications, ticketing, and administrative services | \n
| Carriers and telecom providers | \nCall routing, number provisioning, porting, emergency-calling support, messaging delivery, compliance, fraud prevention | \n
| Monitoring centers and dispatch-related providers | \nAlarm monitoring, event review, escalation, call handling, dispatch workflows, response protocols | \n
| Cloud, software, and platform vendors | \nCloud hosting, SaaS tools, account management, storage, access control, video services, AI processing, remote management | \n
| Manufacturers, distributors, and integrators | \nWarranty support, diagnostics, device registration, licensing, fulfillment, recalls, product lifecycle management | \n
| Professional advisors | \nLawyers, auditors, insurers, financing sources, and consultants | \n
| Emergency responders and public authorities | \nE911, police, fire, EMS, public safety answering points, permit agencies, and other authorities involved in response or compliance | \n
| Government, legal, and regulatory parties | \nTo comply with law, subpoenas, court orders, enforcement matters, or to protect rights, property, and safety | \n
| Business transfer counterparties | \nA buyer, investor, lender, merger party, or successor in connection with a financing, sale, acquisition, or reorganization | \n
| Customers and authorized users | \nTo provide services, reports, recordings, logs, support activity, and account management functions | \n
We may also disclose information:
\n\n\n• With your direction or consent;
\n• When necessary to investigate fraud, abuse, misuse, or security incidents;
\n• To enforce our agreements and policies;
\n• To establish, exercise, or defend legal claims.
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We do not sell personal information for money.
\nWe also do not currently use personal information in a manner we intend to be a “sale” or “sharing” for cross-context behavioral advertising under California law. If that changes, we will update this Privacy Policy and provide any rights and notices required by law.
\nWe do not knowingly sell or share personal information of individuals under 16.
\nIf you use our messaging or campaign-related services:
\n\n\n• Customers are responsible for obtaining the necessary opt-ins, notices, and permissions for messages they send;
\n• Customers are responsible for honoring opt-out requests and maintaining compliant messaging practices;
\n• We may use or disclose messaging-related data for delivery, campaign registration, troubleshooting, fraud prevention, carrier compliance, and abuse prevention;
\n• Carriers, aggregators, and service providers may impose their own compliance, filtering, throughput, or suspension rules.
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If you communicate directly with Dove by SMS, we may use your mobile number and related messaging data to respond, support service delivery, send transactional, service, support, account-related, or, where you separately consent, marketing messages, and maintain records of your communications. Consent to receive marketing messages from Dove, where applicable, is not a condition of purchase.
\nBecause Dove often provides services in business, workplace, mixed-use, and monitored-premises environments across multiple states, customers are responsible for their own compliance decisions regarding notices, disclosures, authorizations, and consents applicable to their personnel, users, callers, visitors, and other affected persons, including with respect to differing federal, state, and local requirements, and including with respect to:
\n\n\n• Employee and workplace privacy notices;
\n• Camera, audio, and call-recording signage or notices;
\n• Visitor and premises notices;
\n• Biometric, surveillance, access-control, AI-monitoring, or automated-analytics disclosures;
\n• Tenant, guest, or contractor notices;
\n• SMS, telemarketing, and campaign consents;
\n• Any other legally required notice, authorization, or policy.
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Where we process information on a customer’s behalf, we rely on that customer to determine whether collection, recording, monitoring, AI-enabled processing, messaging, and related use are appropriate and lawful for its environment, and whether any additional notice, consent, authorization, signage, or policy is required under applicable federal, state, or local law.
\nWe retain information for as long as reasonably necessary for the purposes described in this Policy, including to:
\n\n\n• Provide and support services;
\n• Maintain records of transactions and communications;
\n• Meet legal, tax, accounting, contractual, insurance, and regulatory requirements;
\n• Resolve disputes;
\n• Enforce agreements;
\n• Investigate incidents and protect systems.
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Retention periods vary depending on the type of information and the service involved. For example, support records, billing records, account records, recordings, logs, monitoring events, cloud-stored content, and telecom records may be retained for different periods depending on business needs, customer agreements, applicable law, platform settings, and system capabilities.
\nIf a customer controls the retention settings for a service, customer instructions and platform limitations may determine how long certain data remains available. We do not guarantee that deleted, expired, overwritten, or vendor-removed data will remain recoverable.
\nWe use commercially reasonable administrative, technical, and physical safeguards designed to protect information appropriate to the nature of the information and the services involved.
\nHowever:
\n\n\n• No method of transmission, storage, monitoring, cloud computing, telecom routing, or electronic security is completely secure;
\n• Service interruptions, carrier issues, software defects, credential compromise, misconfiguration, vendor incidents, malicious activity, and human error can affect confidentiality, integrity, and availability;
\n• We cannot guarantee absolute security or prevent every unauthorized act, misuse, outage, interception, breach, or data loss.
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Customers are responsible for maintaining appropriate security measures in their own environments, devices, credentials, networks, policies, and physical premises.
\nDove is based in California and serves customers across the United States. Information may be processed, stored, or accessed in California and other states where we, our customers, our carriers, our monitoring centers, our cloud providers, our software vendors, or our service providers operate. Because privacy, recording, monitoring, biometric, employment, telecom, consumer-protection, and state comprehensive privacy-law requirements can vary by state, our handling of information may also depend on the services involved, the role we play, and the law that applies in the relevant jurisdiction.
\nBy using our services or providing information, you understand that information may be transferred across state lines and processed in multiple jurisdictions as reasonably necessary to provide services and operate our business.
\nIf you are a California resident, California law may provide rights regarding personal information, subject to exceptions and the role in which we process data. Depending on the circumstances, these may include the right to:
\n\n\n• Know the categories of personal information we collected;
\n• Know the categories of sources from which personal information was collected;
\n• Know the business or commercial purposes for collecting, using, or disclosing personal information;
\n• Know the categories of third parties to whom personal information was disclosed;
\n• Request access to specific pieces of personal information;
\n• Request deletion of certain personal information;
\n• Request correction of inaccurate personal information;
\n• Limit the use or disclosure of certain sensitive personal information, where applicable;
\n• Opt out of sale or sharing, if applicable;
\n• Not be discriminated against for exercising applicable privacy rights.
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California’s Attorney General explains that businesses subject to the CCPA must provide a notice at collection and a privacy policy describing privacy practices and rights. (oag.ca.gov)
\nTo submit a privacy request, please contact us using the contact details at the end of this Policy. We may need to verify your identity and authority before responding. Authorized agents may submit requests where permitted by law.
\nIn some cases, we may deny or limit a request where permitted by law, including where:
\n\n\n• We cannot verify identity or authority;
\n• We must retain the information to complete a transaction or provide a requested service;
\n• We process the information on behalf of a customer and the request should be directed to that customer;
\n• A legal exception applies.
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Residents of other states may also have privacy rights under applicable state law, including, where applicable, comprehensive consumer privacy laws now in effect or later enacted in jurisdictions such as Colorado, Virginia, Connecticut, Utah, Texas, Oregon, Montana, Delaware, Iowa, Nebraska, New Hampshire, New Jersey, Tennessee, Minnesota, Maryland, Indiana, Kentucky, and other jurisdictions. Depending on the law and circumstances, those rights may include rights to access, delete, correct, or obtain a copy of certain personal information, to appeal certain privacy-request decisions, or to opt out of certain profiling, targeted advertising, or sales activities where applicable.
\nBecause our services are often business-to-business, service-provider, or customer-directed in nature, rights may vary depending on:
\n\n\n• The state where you reside;
\n• Whether the law applies to the data at issue;
\n• Whether Dove acts as a business/controller or as a processor/service provider;
\n• The type of service involved.
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To make a request, please use the contact information below. We will review requests under the law that applies to the request.
\nIf you use Dove’s telecom or interconnected VoIP services, federal law may require us to protect certain telecom-related customer records, including customer proprietary network information. Where CPNI rules apply, we may use or disclose that information only as permitted or required by law, including to provide the services, respond to emergencies, protect against fraud, authenticate account-related requests, market service offerings where permitted, and maintain, provision, port, bill, repair, or secure the network and services.
\nWhere applicable, we may also use or disclose telecom-related records and related service information as permitted by law to provide, support, secure, bill, provision, maintain, and improve the services, to respond to emergencies, to prevent fraud, and to comply with legal obligations.
\nOur websites and services are generally directed to businesses and adults, not to children under 13. We do not knowingly collect personal information online from children under 13 in a manner that would require parental notice and consent under the Children’s Online Privacy Protection Act, unless expressly disclosed for a specific service and handled in compliance with applicable law. COPPA applies to operators of child-directed online services and to operators with actual knowledge that they are collecting personal information online from a child under 13. (ftc.gov)
\nIf you believe a child under 13 has provided personal information to us inappropriately, please contact us so we can review and take appropriate action.
\nOur websites, portals, mobile tools, cloud services, or customer solutions may link to or interoperate with third-party websites, applications, manufacturers, carriers, monitoring centers, or software platforms. Their privacy practices are governed by their own terms and policies, not this Privacy Policy.
\nWe are not responsible for third-party privacy practices except as required by law.
\nWe may update this Privacy Policy from time to time to reflect changes in:
\n\n\n• Our services;
\n• Our vendors or platforms;
\n• Legal, regulatory, or industry requirements;
\n• Security practices;
\n• Business operations.
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When we update this Privacy Policy, we will post the revised version with a new effective date. If required by law, we will provide additional notice.
\nIf you have questions about this Privacy Policy or want to submit a privacy request, please contact:
\nDove Communications, Inc. California Contractor License #715876 Website: dovecommunications.com Email: service@dovecommunications.com
\nIf you are submitting a privacy request, please include enough information for us to identify you and understand your request, such as your name, relationship to Dove, state of residence, and the nature of your request.
\nFor customers using Dove’s business services, the following additional principles apply:
\n\n\n\n"},"msa":{"title":"Master Services Agreement","html":"\n\n• This Privacy Policy is a public-facing notice and does not expand Dove’s contractual obligations;
\n• Customers remain responsible for configuring services appropriately for their own environments and legal obligations;
\n• Service-specific agreements may include additional rules for telecom, SMS, monitoring, recordings, AI, MSP, cloud, and cybersecurity services;
\n• If Dove processes data on a customer’s behalf, the customer may need to provide the operative privacy notice to its workforce, users, callers, visitors, and premises occupants.
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Dove provides telecommunications, VoIP, SMS and messaging, managed IT and MSP services, cybersecurity-related services, cloud and subscription services, structured cabling, physical security, access control, alarm, video surveillance, monitoring, AI-enabled services, and related implementation, support, and consulting services. For applicable California VoIP and telecommunications offerings, Dove operates under CPUC Utility ID 1772 and Utility Type DVF. Some Services are performed directly by Dove, and some are enabled, hosted, licensed, monitored, or supported in whole or in part by third parties.
\nThis Agreement sets the general legal and commercial terms that apply to those Services.
\nThe parties intend this Agreement to function as part of a modular contract package. Depending on the transaction, that package may include some or all of the following:
\n| Document | \nPurpose | \n
| Quote / Order Form | \nIdentifies the specific Services, products, pricing, assumptions, term, and commercial details purchased by Client | \n
| Master Services Agreement | \nProvides the core legal and commercial terms governing the relationship | \n
| Service-Specific Terms | \nApplies additional terms for particular service lines, including telecom/VoIP/SMS, security/alarm/monitoring, MSP/cyber/cloud, AI-enabled services, and other applicable offerings | \n
| Privacy Policy | \nDescribes Dove’s general privacy and data-handling practices | \n
| Statements of Work / Change Orders / Addenda | \nAdds project-specific scope, assumptions, implementation details, and commercial changes | \n
This Agreement does not itself obligate Dove to provide any minimum quantity of Services. Dove’s obligation to provide Services arises only when Client accepts a Quote or other ordering document.
\nFor purposes of this Agreement:
\n\n\n• “Affiliate” means any entity that controls, is controlled by, or is under common control with a party.
\n• “Client Data” means data, content, communications, recordings, images, logs, configurations, prompts, inputs, instructions, credentials, phone numbers, messages, and other information provided by or on behalf of Client or processed through the Services on Client’s behalf.
\n• “Dove Materials” means Dove’s preexisting or independently developed tools, templates, scripts, automations, prompts, playbooks, configurations, documentation, methods, processes, know-how, software, and related intellectual property.
\n• “Environment” means Client’s systems, devices, applications, networks, cloud environments, telecom systems, security systems, access-control systems, websites, accounts, recordings, data stores, and physical or virtual infrastructure relevant to the Services.
\n• “Quote” means any quote, proposal, order form, statement of work, service order, accepted estimate, change order, renewal, online order, click-through order, or similar ordering document accepted by Client.
\n• “Services” means the services, products, subscriptions, equipment, licenses, support, labor, monitoring, connectivity, software, maintenance, or deliverables identified in a Quote.
\n• “Service-Specific Terms” means the additional terms applicable to certain categories of Services, including telecom/VoIP/SMS, security/alarm/monitoring, MSP/cyber/cloud, AI-enabled services, and other applicable offerings.
\n• “Third Party Provider” means any upstream provider, carrier, manufacturer, licensor, cloud platform, monitoring center, software vendor, OEM, registrar, aggregator, marketplace, data provider, distributor, or other third party involved in the provision or enablement of Services.
\n• “Third Party Services” means any service, software, subscription, carrier service, cloud feature, monitoring service, data feed, API, hardware, firmware, or functionality provided by a Third Party Provider.
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Only the Services expressly identified in an accepted Quote are included. Any products, features, functionality, labor, monitoring, support, compliance work, remediation, custom development, migration, or other tasks not expressly included in a Quote are excluded unless later added through a written change order, amendment, or additional Quote.
\nA Quote may include one or more service categories, including combinations of:
\n\n\n• Managed IT, MSP, help desk, and technical support;
\n• Computer networking, structured cabling, and low-voltage services;
\n• Cybersecurity tools or monitoring-related services;
\n• Cloud, hosted, and subscription-based services;
\n• VoIP, telecom, connectivity, and related communications services;
\n• SMS, MMS, messaging, campaign, and registration-related services;
\n• AI-enabled, automated, analytical, transcription, summarization, or classification services;
\n• Alarm, access control, surveillance, video, and monitoring-related services;
\n• Implementation, installation, configuration, field labor, maintenance, repair, and support.
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If a Quote includes Services subject to Service-Specific Terms, those Service-Specific Terms are incorporated into and form part of this Agreement. Only the sections applicable to the Services purchased apply. VoIP and telecommunications Services are subject to the applicable Telecom / VoIP / SMS provisions in the Service-Specific Terms and, where applicable, Dove’s E911 Disclosure Notice and Customer Acknowledgment, which must be signed before VoIP service activation.
\nEach Quote may identify, as applicable:
\n\n\n• Services being purchased;
\n• Equipment, licenses, subscriptions, or deliverables;
\n• Pricing and billing structure;
\n• Deposits, procurement payments, or milestone payments;
\n• Recurring charges;
\n• Term and renewal terms;
\n• Assumptions, exclusions, dependencies, and minimum requirements;
\n• Any applicable Service-Specific Terms, website-linked legal documents, or addenda.
\n
A Quote may be accepted by any commercially reasonable method, including:
\n\n\n• Handwritten or electronic signature;
\n• Click-through or online acceptance;
\n• Email approval;
\n• Payment;
\n• Scheduling of work;
\n• Permitting Dove to begin performance; or
\n• Use of the Services.
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Changes to scope, quantities, assumptions, site conditions, timing, implementation requirements, provider requirements, or deliverables may require a change order or revised Quote. Dove is not required to perform changed or additional work until the applicable change is approved, except where immediate action is reasonably necessary to protect safety, security, service continuity, or compliance with law or Third Party Provider requirements.
\nUnless a Quote expressly states otherwise, the following order of precedence applies in the event of a direct conflict:
\n\n\n1. the applicable Quote;
\n2. any applicable Statement of Work, Change Order, or service-specific addendum;
\n3. the applicable Service-Specific Terms;
\n4. this Agreement;
\n5. the Privacy Policy and other website-linked operational, acceptable-use, compliance, or policy documents.
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More specific terms control over more general terms for the applicable Services. No subordinate document increases Dove’s liability beyond the limitations stated in this Agreement unless Dove expressly agrees in writing.
\nA Quote may identify legal documents, service documents, policies, schedules, or notices by website link. If it does, those documents are incorporated by reference as though fully set forth in the contract package.
\nEach Quote is governed by the version of this Agreement and the version of any incorporated website-linked documents identified in, linked from, or made available with the Quote as of the date of acceptance, except to the extent this Agreement or the applicable Quote expressly permits later updates to specified operational, compliance, or policy documents.
\nDove may update website-linked service descriptions, operational procedures, acceptable-use rules, privacy notices, security requirements, compliance notices, and similar service-related documents from time to time to reflect:
\n\n\n• Changes in law;
\n• Changes in Third Party Provider requirements;
\n• Security or abuse-prevention needs;
\n• Fraud-prevention measures;
\n• Product evolution; or
\n• Changes to operational practices.
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Any material change that would materially diminish a core service commitment expressly stated in an accepted Quote during its then-current term will not apply to that Quote unless required by law, required by a Third Party Provider, reasonably necessary for security or abuse prevention, or otherwise agreed by the parties.
\n5.5 Service Level Agreements. If a Quote or separate Service Level Agreement (SLA) addendum specifies response times, uptime commitments, escalation procedures, or service credit terms for any Service, those SLA terms supplement this Agreement and the applicable Service-Specific Terms. In the event of conflict between SLA terms and this Agreement, the SLA controls for the specific Service to which it applies. If no SLA, support plan, or service level commitment is referenced in the applicable Quote, Dove will use commercially reasonable efforts to respond to service requests but is not bound by specific response times or service level targets. The service level table in the Services Guide applies only to clients whose Quote expressly includes an SLA or support plan referencing those response times.
\nMany Services depend on Third Party Providers. By way of example, Third Party Services may include:
\n\n\n• Telecom, carrier, connectivity, messaging, and number-related services;
\n• Cloud hosting, SaaS, subscriptions, and licenses;
\n• Backup, disaster recovery, cybersecurity, and monitoring platforms;
\n• Alarm, surveillance, access-control, and monitoring-center services;
\n• Hardware, firmware, mobile applications, analytics, AI tools, and software;
\n• Registries, aggregators, campaign-registration platforms, and marketplaces.
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Unless a Quote expressly states otherwise, Dove acts as a provider, implementer, installer, integrator, facilitator, reseller, support provider, administrator, or project manager, but not as the manufacturer, carrier, licensor, monitoring center, cloud host, emergency responder, or upstream telecom provider.
\nClient agrees to comply with all applicable Third Party Provider terms, service conditions, license terms, carrier rules, acceptable-use policies, registration requirements, end-user terms, platform requirements, and similar obligations applicable to the Services.
\nAs between Dove and Client, Third Party Services are provided on an “as available” and “as is” basis. Dove is not responsible for outages, interruptions, degradations, suspensions, delays, blocked traffic, carrier filtering, feature changes, policy changes, pricing changes, discontinuations, security incidents, or failures attributable to Third Party Providers.
\nDove may change Third Party Providers if reasonably necessary for operational, commercial, support, legal, or security reasons, provided that Dove does not materially reduce the core service commitment expressly identified in an accepted Quote, subject to Section 5.4.
\nIf a Service depends on a particular Third Party Provider, carrier, monitoring center, cloud platform, software publisher, data provider, or other critical vendor, and that provider becomes unavailable, materially changes its service, pricing, integration requirements, or terms, discontinues a material feature, suffers a material security or operational issue, or presents legal, security, operational, support, or commercial concerns, Dove may suspend, substitute, modify, or discontinue the affected Service, establish reasonable alternative requirements or workarounds, or propose a revised Quote or change order, in each case without liability for resulting impacts caused by that critical vendor, subject to Section 5.4.
\nSome products, services, software, subscriptions, licenses, telecom services, internet services, VoIP services, SMS/messaging services, cybersecurity services, help desk services, cloud services, monitoring services, carrier services, or other offerings described in a Quote may be provided, hosted, licensed, billed, supported, monitored, serviced, or fulfilled in whole or in part by third-party providers, carriers, master agents, distributors, aggregators, licensors, manufacturers, marketplaces, cloud platforms, software vendors, monitoring centers, or other upstream providers (“Third-Party Providers”). Those offerings are referred to as “Third-Party Services.”
\nDove may act as a reseller, referral partner, broker, sales agent, consultant, facilitator, implementation partner, managed service provider, or channel partner in connection with Third-Party Services. Unless a Quote expressly states that Dove is the direct provider of a specific Third-Party Service, Client understands and agrees that the applicable Third-Party Provider, and not Dove, is responsible for the underlying Third-Party Service, including its availability, performance, features, service levels, warranties, maintenance, support, pricing, taxes, surcharges, compliance requirements, and continued operation.
\nThird-Party Services are subject to the applicable Third-Party Provider’s terms, conditions, service descriptions, acceptable use policies, privacy notices, end-user license agreements, service level commitments, support policies, cancellation terms, renewal terms, and billing requirements. Client agrees to comply with all applicable Third-Party Provider requirements.
\nDove is not responsible for any defect, outage, interruption, suspension, degradation, data loss, service failure, feature change, end-of-life event, discontinued product, provider price increase, support delay, billing change, carrier failure, platform limitation, security incident, or other act or omission of any Third-Party Provider, except to the extent directly caused by Dove’s gross negligence or willful misconduct and not otherwise limited under this Agreement. Dove may assist Client in communicating with or escalating issues to the applicable Third-Party Provider, but Dove does not guarantee that any workaround, credit, refund, support response, repair, replacement, or resolution will be available or successful.
\nClient acknowledges that Dove may receive compensation from Third-Party Providers, master agents, distributors, channel partners, carriers, marketplaces, or software vendors in connection with Third-Party Services that Dove recommends, resells, refers, brokers, facilitates, manages, supports, or procures for Client. Such compensation may include commissions, referral fees, residual payments, incentives, rebates, credits, discounts, margin, administrative fees, consulting fees, implementation fees, support fees, or other forms of compensation.
\nClient agrees that Dove may receive such compensation without reducing the amounts payable by Client unless the applicable Quote expressly states otherwise. Dove’s receipt of compensation from a Third-Party Provider does not make Dove the guarantor, insurer, carrier, manufacturer, licensor, or direct provider of the Third-Party Service and does not expand Dove’s obligations or liability beyond those expressly stated in the applicable Quote and this Agreement.
\nDove may act in different roles depending on the service, including reseller, broker, referral partner, consultant, implementation provider, managed service provider, installer, or support provider. Dove’s role for a particular service will be determined by the applicable Quote and the provider relationship. Dove may recommend Third-Party Providers, products, or services based on information available to Dove at the time, Client’s stated requirements, provider availability, commercial terms, technical compatibility, and Dove’s business judgment. Dove does not guarantee that any recommended provider, product, platform, carrier, circuit, software, subscription, or service will be the lowest cost, continuously available, error-free, uninterrupted, fully secure, or suitable for all of Client’s business, legal, regulatory, or technical requirements.
\nClient acknowledges that Dove’s recommendations are advisory only and do not constitute a guarantee, endorsement, warranty, or certification of any Third-Party Provider or its products or services. Client is solely responsible for conducting its own due diligence, evaluation, and independent verification before selecting, purchasing, or relying on any recommended provider, product, or service. Dove is not liable for any loss, damage, cost, claim, disruption, or unsatisfactory outcome arising from Client’s reliance on Dove’s recommendation of a specific provider, product, platform, carrier, circuit, or service, including without limitation losses caused by provider outages, service failures, price increases, feature changes, security incidents, data loss, business interruption, or provider discontinuation.
\nClient agrees that the selection of any Third-Party Provider, product, or service is ultimately Client’s decision, and that Dove’s role in recommending, evaluating, comparing, or facilitating Third-Party Services does not create any fiduciary duty, advisory obligation, or professional liability beyond the terms expressly stated in this Agreement and the applicable Quote. Client acknowledges that for brokered or agent-facilitated services, Client may be required to enter into a direct agreement with the applicable Third-Party Provider, and that such provider agreement governs the underlying service.
\nClient will pay all fees, charges, pass-through costs, expenses, taxes, surcharges, and other amounts described in the applicable Quote or otherwise payable under this Agreement.
\nIf a Quote states a minimum monthly fee, Client will pay that minimum monthly fee for each billing period during the applicable service term regardless of actual usage, ticket volume, device count, user count, transaction volume, or other consumption levels, unless the Quote expressly states otherwise.
\nCharges may include, among other things:
\n\n\n• Implementation, installation, and project fees;
\n• Recurring managed service fees;
\n• Monitoring fees;
\n• Cloud, software, support, and subscription fees;
\n• Telecom, carrier, messaging, number, and connectivity charges;
\n• Usage-based charges;
\n• Onboarding, activation, provisioning, registration, or setup fees;
\n• Emergency, premium-hours, after-hours, or onsite labor charges;
\n• Hardware, freight, shipping, insurance, or logistics charges;
\n• OEM, vendor, or platform support charges;
\n• Storage, export, archival, or data-migration charges;
\n• Reconnect, restocking, downgrade, cancellation, and early termination charges.
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Unless expressly stated otherwise, all pricing excludes taxes and governmental assessments. Client is responsible for all applicable sales, use, excise, telecom, utility-user, public utility, CPUC-related, E911, 988, universal service, regulatory recovery, import, export, value-added, gross receipts, communications, messaging, registration, and similar taxes, fees, surcharges, and pass-through charges relating to the Services, excluding taxes based on Dove’s net income.
\nDove may pass through increases imposed by Third Party Providers, carriers, licensors, OEMs, cloud platforms, registries, marketplaces, monitoring providers, and other vendors, including:
\n\n\n• Subscription fee increases;
\n• Telecom and messaging fee increases;
\n• Registration or campaign-related fees;
\n• Cloud, storage, compute, or AI-related charges;
\n• Carrier charges and surcharges;
\n• Support plan increases;
\n• Freight, shipping, import, or logistics increases;
\n• Hardware cost increases;
\n• Vendor minimums, compliance-related charges, usage-based increases, and other similar third party cost increases; tariff increases, import duty changes, trade-policy changes, customs assessments, and supply-chain cost increases affecting products, components, or materials used in the Services.
\n
Unless a Quote states otherwise:
\n\n\n• Invoices are due within 30 days of the invoice date;
\n• Recurring charges may be billed in advance;
\n• Project work, labor, equipment, software, subscriptions, and pass-through costs may be billed as described in the Quote;
\n• Dove may require automatic payment, deposits, milestone payments, procurement payments, prepayment, or payment before shipment, scheduling, provisioning, activation, or service commencement.
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If a Quote requires a deposit, mobilization payment, procurement payment, or payment before ordering hardware, software, licenses, cloud services, subscriptions, or long-lead items, Client will pay those amounts as stated in the Quote. Dove has no obligation to procure, reserve, configure, warehouse, provision, license, activate, or deploy such items until the required payment is received.
\nIf Client delays, suspends, cancels, or materially changes a project after Dove has committed funds or resources, Dove may retain or apply those payments to costs incurred, commitments made, cancellation charges, restocking fees, shipping charges, subscription charges, license fees, storage costs, and other recoverable amounts.
\nIf Client elects ACH, card, or similar electronic payment, Client authorizes recurring or one-time charges as required under the Quote. For credit and debit card payments, Dove may add a convenience fee equal to Dove’s actual third-party payment-processing cost (typically in the range of 2.5%–3.5% of the transaction amount), to the extent disclosed and permitted by applicable law. ACH, Zelle, and check payments are not subject to a convenience fee.
\nClient must notify Dove in writing of any good-faith billing dispute within 30 days after the applicable invoice date. Undisputed amounts remain due when billed. For the avoidance of doubt, this billing-dispute process does not extend any time limit for claims or causes of action that otherwise runs from accrual under this Agreement or applicable law.
\nAmounts not paid when due may accrue interest at the lesser of 1% per month or the maximum rate permitted by law.
\nClient will reimburse Dove for reasonable costs of collecting undisputed overdue amounts, including reasonable attorneys’ fees, court costs, collection agency fees, collections-related administrative fees, and related expenses.
\nA service charge of $35.00 (or the maximum amount permitted by law, whichever is less) will be applied to Client’s account for any ACH debit returned unpaid due to insufficient funds or due to Client’s bank’s electronic draft restrictions.
\nIn addition to Fees stated in the Quote, Dove may invoice Client for reasonable miscellaneous expenses incurred in providing the Services, not to exceed $750 per month without Client’s prior consent. Such expenses may include small hardware purchases (such as a UPS or cables), parking fees, delivery, courier, and postal costs, data migration tools, and registration or service-initiation fees charged by Third Party Providers. Miscellaneous Expenses will appear as a line item on Client’s invoice.
\nFor onsite Services, Dove may charge a dispatch fee per trip as stated in the applicable Quote or Dove’s then-current rate schedule. Travel time beyond 30 minutes from Dove’s office to Client’s location, as well as occasions on which traffic or other conditions extend drive time beyond 30 minutes one-way, will be billed at Dove’s then-current hourly rates unless otherwise agreed in writing. Client will be billed for all tolls, parking fees, and related travel expenses incurred when Dove travels to provide onsite Services.
\nClient may cancel or reschedule any scheduled onsite appointment at no charge by providing Dove with at least one (1) business day advance written notice. If Dove does not receive timely cancellation or rescheduling notice, or if Client is not present at the scheduled time, or if Dove is otherwise denied access to Client’s premises at a pre-scheduled appointment, Client agrees to pay a cancellation fee equal to one (1) hour of Dove’s then-current hourly consulting rate per technician dispatched (or non-business hours rate, as applicable).
\nFor applicable telecommunications and VoIP services, a Regulatory Recovery Fee may be charged monthly to offset costs incurred by Dove in complying with inquiries, obligations, and reporting requirements imposed by government regulators, including the FCC, CPUC, and similar authorities, and related legal and billing expenses. This fee is not a tax or government-required charge; it is Dove’s recovery of its regulatory compliance costs.
\nUnlimited VoIP plans are intended for normal, reasonable residential or commercial business use only. They may not be used for high-volume operations such as call centers, autodialing, fax blasting, telemarketing, or spamming. If Client’s usage on any VoIP line exceeds 1,000 minutes per billable line per month, Dove reserves the right to apply additional per-minute charges, downgrade the plan, suspend, modify, or terminate the applicable line or Service. Each VoIP device includes one call path; Dove reserves the right to charge for burst call path usage exceeding the number of Client’s devices or services. Dove may review and monitor usage at any time to enforce these limitations.
\nManaged service plans, help desk plans, support plans, and similar recurring-fee arrangements are intended for normal, reasonable commercial business use consistent with the scope described in the applicable Quote. They may not be used to circumvent project-based, migration, remediation, or implementation work that would otherwise require a separate Quote. If Client’s usage of a managed service or support plan consistently and materially exceeds the scope, volume, complexity, or frequency reasonably contemplated at the time of quoting, Dove may notify Client and propose a plan adjustment, additional Quote, or change order. Continued excessive usage after notice may result in additional charges at Dove’s then-current rates.
\nAny costs or expenses that Dove incurs while providing the Services during a declared national, state, or local emergency, or during a period in which there are fuel, manpower, supply chain, health, safety, or other extraordinary shortages or restrictions (“State of Emergency”), will be invoiced to Client and are payable as additional charges. By way of example, such expenses may include incremental increases in the cost of gasoline or electrical power, the purchase of health or safety equipment reasonably necessary to provide the Services, increased freight or logistics costs, or procurement premiums caused by supply shortages.
\nUnless the Quote expressly states otherwise, Services and installations are performed Monday through Friday, 8:30 AM to 5:00 PM Pacific Time, excluding Dove-observed holidays. Work performed at Client’s request outside these hours, on weekends, or on holidays is subject to additional after-hours, premium-time, or holiday-rate charges at Dove’s then-current rates and is subject to technician availability. Emergency dispatch and 24/7 monitoring services, where included in a Quote, are governed by the applicable Service-Specific Terms.
\nUnless a Quote states otherwise, pricing in any Quote is valid for fifteen (15) days from the Quote’s issue date. After fifteen (15) days, pricing is subject to revision, including for changes in vendor pricing, hardware availability, licensing, tariffs, freight, regulatory charges, or other cost factors. Dove may issue a revised Quote or change order to reflect updated pricing if Client accepts after the validity period.
\nMany Services require a reliable, stable, and adequate-bandwidth internet connection, sufficient power, an appropriate physical environment, and properly configured Client networks. Procuring, paying for, maintaining, and securing internet service, network capacity, electrical service, environmental controls, and the Client-side network is Client’s responsibility unless Dove expressly agrees otherwise in writing. Dove is not responsible for service interruptions, performance issues, security incidents, or failures caused by inadequate, unreliable, or improperly configured Client-side networks, internet service, electrical service, or operating environments. For the avoidance of doubt, Dove does not provide cybersecurity monitoring, endpoint protection, threat detection, vulnerability management, penetration testing, security assessments, or any other cybersecurity-related services unless expressly identified in an accepted Quote.
\nDove may suspend any or all Services, without liability, if:
\n\n\n• Undisputed amounts remain unpaid beyond the applicable cure period;
\n• Client breaches acceptable-use, compliance, or provider rules;
\n• Continued service would expose Dove or a Third Party Provider to legal, security, abuse-prevention, or operational risk; or
\n• Client’s acts or omissions materially interfere with delivery of the Services.
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Recurring charges continue during suspension unless prohibited by law or expressly stated otherwise.
\nIf Services are suspended or disconnected due to nonpayment, abuse, regulatory issues, or Client-caused conditions, Dove may require payment of overdue balances, deposits, reconnection fees, and any applicable re-provisioning, re-registration, or restart costs before restoring Services.
\nDove’s decision to continue providing Services despite late payment or other breach does not waive its right to later suspend, terminate, or enforce payment.
\nPricing in a Quote is based on the assumptions, quantities, site conditions, provider pricing, labor conditions, equipment availability, tariffs, taxes, and other factors known at the time of quoting. Dove may adjust pricing through a change order or revised Quote if:
\n\n\n• Client changes scope, quantities, features, locations, or assumptions;
\n• Site, building, infrastructure, or access conditions differ from assumptions;
\n• Third Party Provider pricing changes;
\n• Taxes, tariffs, permit costs, freight, registration fees, or regulatory charges increase;
\n• Materials or equipment become unavailable or discontinued;
\n• Obsolete, unsupported, unlicensed, incompatible, or insecure systems are discovered;
\n• Work is delayed by Client, landlord, building management, carriers, utilities, AHJs, or other third parties;
\n• Additional coordination, integration, cleanup, remediation, migration, or project management becomes necessary due to conditions not caused by Dove.
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In addition to pass-through increases under Section 7, Dove may increase recurring monthly fees once per calendar year by up to ten percent (10%) by providing at least thirty (30) days’ advance written notice (which may be made by invoice, email, or portal notification). Pass-through, regulatory, tax, carrier, and Third Party Provider charge increases are independent of this cap and may be passed through at any time as set forth in Section 7. If a single annual increase exceeds the 10% cap (excluding pass-through increases), Client may terminate the affected Services without further liability by providing written notice to Dove within thirty (30) days after Dove’s rate-increase notice. Continued use of the Services or payment of the increased fees after the 30-day window will constitute Client’s acceptance of the new rates.
\nClient will, at its own expense:
\n\n\n• Provide accurate and complete information necessary for Dove to provide the Services;
\n• Maintain current billing, contact, escalation, administrative, and service-location information;
\n• Designate one or more authorized contacts who are authorized to provide directions, approvals, and instructions on Client’s behalf. Dove is entitled to rely on directions from Client’s authorized contacts until Dove receives written notice of a change. Changes to authorized contacts provided by email or in writing will be implemented within two (2) business days; verbal changes will be effective on the same business day. Do not use a ticketing system or help desk request to notify Dove of an authorized contact change. Dove reserves the right to delay action until it can confirm an authorized contact’s authority;
\n• Provide safe, timely, and reasonable access to premises, systems, devices, accounts, networks, service portals, and data;
\n• Maintain a suitable operating environment, including power, internet, physical security, climate, rack space, ventilation, and environmental conditions reasonably necessary for the Services;
\n• Maintain minimum hardware, software, licensing, network, and security standards reasonably required by Dove;
\n• Maintain lawful rights to all Client Data, numbers, accounts, records, and content used with the Services;
\n• Secure all required rights, permissions, notices, registrations, permits, and consents;
\n• Maintain backups, business continuity, and disaster recovery unless expressly included in the Services;
\n• Cooperate with implementation, migration, remediation, monitoring, troubleshooting, security response, offboarding, and provider coordination;
\n• Promptly follow Dove’s reasonable technical, security, operational, and provider-related recommendations where failure to do so could impair legality, feasibility, service integrity, or security.
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Client is solely responsible for the legality, quality, accuracy, integrity, and right to use any data, content, campaigns, recordings, prompts, inputs, numbers, contact lists, credentials, messages, instructions, or configurations supplied to Dove or introduced into the Services.
\nFor physical installation, structured cabling, low-voltage wiring, equipment mounting, device configuration, and related field labor work performed by Dove (collectively, “Installation Work”), unless the Quote expressly states otherwise, Client is responsible at Client’s expense for providing the following site conditions before and during installation:
\n\n\n• Safe and timely access to all areas where Installation Work is to be performed, with obstacles, furniture, equipment, and materials cleared in advance;
\n• Electrical: a 120 volt / 15 amp outlet with U-ground at the equipment installation location, and a dedicated 20 amp outlet in any server, equipment, or head-end room;
\n• Head-End / Server Room Ventilation: adequate ventilation and climate control sufficient to dissipate heat generated by installed electronic equipment. If ambient airflow is insufficient, Client is responsible for supplemental fans or HVAC at Client’s expense;
\n• Internet Connectivity: a reliable, stable internet connection with sufficient bandwidth, and a static IP address where required for connectivity monitoring, cloud-camera, alarm, or VoIP services;
\n• Cabling: structured cabling of CAT5e or greater specification (subject to site survey); higher specifications may be required by manufacturer;
\n• Parking: parking spaces sufficient for Dove’s technicians and service vehicles at every project location during installation. If parking is not provided, supplementary charges (including tolls and parking fees) will be billed to Client;
\n• On-Site Contact: an authorized Client representative available on site as a point of contact during scheduled installation hours;
\n• Wall, Ceiling, and Surface Finishing: where walls, ceilings, floors, drywall, or other surfaces must be opened, drilled, or cut for cable runs, mounting, or equipment, Client is responsible for any patching, painting, finishing, fire-stopping, or surface restoration after Dove’s work, unless expressly included in the Quote;
\n• Debris and Cleanup: Dove will remove debris generated by Dove’s installation work, provided Client supplies adequate waste receptacles and dumpster access at no charge to Dove. Disposal of pre-existing equipment, hazardous materials, or non-installation-related debris is not included unless expressly stated in the Quote;
\n• Permits and AHJ Approvals: Client will obtain any required building permits, AHJ approvals, or landlord consents before Installation Work begins, unless Dove expressly agrees in writing to handle permitting.
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If any of the foregoing site conditions are not provided, or if Installation Work is delayed or stopped due to Client-side delays, restricted access, locked premises, missing decision-makers, or unavailability of needed Client resources, additional charges will apply at Dove’s then-current rates, and the project schedule may be extended without breach by Dove.
\nHardware Substitution. Dove reserves the right to replace any quoted product, model, or component in the event of obsolescence, discontinuation, manufacturer end-of-life, or unavailability with a comparable model of equal or greater value, with Client’s reasonable approval not to be unreasonably withheld. Client is responsible for any price difference between the originally quoted item and the replacement. Dove is not liable for any product’s obsolescence, discontinuation, or unavailability, or for delays caused by such conditions.
\nBackorder and Supply Chain. Dove is not responsible for installation delays, schedule changes, or pricing changes caused by backorder, supplier delays, manufacturer changes, freight delays, tariff changes, customs holds, or other supply-chain disruptions outside Dove’s reasonable control.
\nNDAA Compliance. Some products supplied by Dove may not be compliant with the National Defense Authorization Act (“NDAA”), Section 889 of the John S. McCain NDAA for Fiscal Year 2019, or related federal procurement restrictions. If Client is subject to NDAA, federal funding, federal contractor flow-down, or similar government-procurement requirements, Client must notify Dove in writing before order placement so that Dove can quote NDAA-compliant alternatives by change order. Dove is not responsible for NDAA, FAR, DFARS, or similar compliance failures arising from Client’s failure to provide timely written notice of these requirements.
\nPrevailing Wage. Prevailing wage labor rates are NOT included in the Quote unless expressly stated. If the project is a public works project or otherwise subject to California prevailing wage requirements, the federal Davis-Bacon Act, related state or federal wage classifications, or any project labor agreement, Client must notify Dove in writing of the applicable wage classifications and requirements for each project location BEFORE the bid or Quote is issued. Quotes issued without such written notice are based on standard commercial labor rates. If prevailing wage requirements are identified after Quote issuance, Dove may issue a revised Quote or change order reflecting prevailing-wage labor pricing and required certified payroll, reporting, and recordkeeping costs.
\nCSLB Information. Dove holds California Contractors State License Board (CSLB) license #715876, classification C7 Low Voltage Systems, which authorizes installation, maintenance, and service of communication and low-voltage systems operating at 91 volts or less, including telephone systems, data networking, structured cabling, closed-circuit video (CCTV), cable television, audio/visual, access control wiring, and instrumentation systems. Low-voltage fire alarm installation is not within C7 scope and is not performed under this license. Mechanics lien and three-day cancellation notices required by California law for installation projects are provided in the separate Installation Notice signed by Client for each installation project.
\nClient authorizes Dove and its designated Third Party Providers to access, monitor, diagnose, configure, use, process, transmit, retrieve, and otherwise interact with the Environment to the extent reasonably necessary to provide, secure, support, improve, enforce, or transition the Services.
\nSome Services require installation or use of software agents, applications, remote management tools, monitoring tools, patching tools, security tools, diagnostics, automation tools, or administrative utilities. Client authorizes Dove to install, maintain, update, and use such tools as reasonably necessary to deliver the Services.
\nCertain software agents or tools may remain installed for as long as the applicable Services are active. Client shall not remove, disable, circumvent, or otherwise disrupt any software agents, remote management tools, monitoring tools, or administrative utilities installed by Dove unless Dove explicitly directs Client to do so in writing. Unauthorized removal may result in network vulnerabilities, continuation of license fees for which Client remains responsible, or the need for remediation services billed at Dove’s then-current rates. Removal may require cooperation, downtime, configuration changes, or billable transition services. Client is strongly advised to refrain from connecting unknown or unmanaged devices to the managed environment without Dove’s prior knowledge or consent, as Dove will not be responsible for issues arising from such unknown devices.
\nClient is responsible for maintaining an Environment suitable for the Services. Dove may require minimum versions, supported platforms, active licensing, patch levels, security controls, connectivity standards, electrical stability, supported hardware, or other baseline conditions.
\nIf Client fails to maintain minimum conditions, uses counterfeit or unlicensed products, or retains obsolete, unsupported, insecure, or incompatible systems after Dove recommends replacement or remediation, Dove may:
\n\n\n• Exclude affected systems from coverage;
\n• Treat related work as out of scope;
\n• Suspend or limit affected Services;
\n• Require remediation before resuming support;
\n• Terminate affected Services for cause after notice and opportunity to cure where reasonably practicable.
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If Client uses internal IT staff, other vendors, consultants, landlords, carriers, building personnel, or other third parties that overlap with or affect the Services, Dove is not responsible for their acts, omissions, changes, delays, mistakes, vulnerabilities, downtime, misconfigurations, or instructions.
\nIf another provider’s determination conflicts with Dove’s recommendation, Dove may rely on Client’s direction or the designated third party’s direction and will not be responsible for resulting impacts except to the extent caused by Dove’s gross negligence or willful misconduct.
\nFor clarity, references in this Agreement to “gross negligence” or “willful misconduct”: (a) do not create any implied duty to monitor, investigate, escalate, prevent, or remediate beyond the Services expressly included in a Quote; (b) do not create any warranty, guarantee, insurer obligation, emergency-response obligation, or assumption of duties not expressly undertaken in the contract package; (c) do not expand either party’s indemnification obligations beyond those expressly stated in this Agreement; and (d) are included solely to preserve rights or remedies that cannot lawfully be waived or limited, or that apply after a final determination by a court of competent jurisdiction or arbitrator where required by this Agreement or applicable law.
\nDove’s Privacy Policy and any applicable privacy addendum, data processing addendum, or service-specific privacy terms referenced in a Quote are incorporated into this Agreement.
\nClient is solely responsible for:
\n\n\n• Determining whether the Services are appropriate for Client’s legal, regulatory, contractual, and policy obligations;
\n• Providing all required notices and disclosures;
\n• Obtaining all required consents and permissions;
\n• Establishing lawful bases for collection, use, recording, monitoring, disclosure, processing, transfer, storage, retention, or deletion of data;
\n• Configuring retention, permissions, monitoring, and access settings consistent with Client’s legal and operational requirements;
\n• Responding to any end-user, employee, customer, tenant, visitor, or consumer notice or consent requirements applicable to Client’s use of the Services.
\n
Unless a Quote expressly states otherwise, Client will not submit or permit the Services to process information subject to sector-specific or heightened legal restrictions in a manner that would impose special legal obligations on Dove beyond those expressly agreed in writing. Client warrants that it knows of no law, regulation, or contractual requirement governing its business that would restrict or prohibit Dove’s provision of the Services as described in the applicable Quote. If Client is or becomes subject to privacy, healthcare, financial, government, or other regulated data obligations (such as HIPAA, PCI-DSS, GLBA, FERPA, CMMC, or similar requirements), Client must identify any data or information subject to such obligations in writing before providing that data to Dove or granting Dove access to systems containing such data. Client agrees to promptly notify Dove if these circumstances change during the term of the Services. Dove will not be liable for handling regulated data in a non-compliant manner if Client failed to provide required notice.
\nIf Client intends for Dove to create, receive, maintain, or transmit protected health information on Client’s behalf in a manner that requires a business associate agreement, Client must disclose that requirement in writing before the applicable Services begin. Dove will have no obligation to handle such information in a regulated capacity unless the parties execute a separate written business associate agreement or other required addendum.
\nUnless expressly stated in a Quote, the Services are not a compliance solution and are not guaranteed to make Client compliant with any law, regulation, industry standard, or internal policy.
\n14.6 Data Processing Roles. Except to the extent expressly stated otherwise in a Quote, Service-Specific Terms, or a separate written data processing addendum, the parties acknowledge that Client controls the purposes and means of Client’s use of the Services and, as between the parties, Client is responsible for its instructions, disclosures, permissions, settings, and use of Client Data. Dove will process Client Data only on Client’s documented instructions as reflected in the contract package, as reasonably necessary to provide, support, secure, administer, improve, and transition the Services, to prevent fraud or abuse, to comply with law, and as otherwise permitted by this Agreement and Dove’s Privacy Policy. If a Data Processing Addendum applies, the DPA controls over this Agreement with respect to processing of personal information on Client’s behalf to the extent of conflict.
\nEach party will protect the other party’s non-public confidential information using at least commercially reasonable care and will use such information only as necessary to perform or receive the Services, enforce rights under the contract package, or comply with law.
\nConfidential information does not include information that:
\n\n\n• Is or becomes public without breach of this Agreement;
\n• Was lawfully known without restriction;
\n• Is lawfully received from a third party without restriction; or
\n• Is independently developed without use of the other party’s confidential information.
\n
A receiving party may disclose confidential information if legally compelled to do so, provided it gives prompt notice where legally permitted and reasonably cooperates, at the disclosing party’s expense, with efforts to seek protective treatment.
\nEach party retains ownership of its preexisting intellectual property and materials.
\nDove retains all right, title, and interest in the Dove Materials, including Dove’s tools, templates, scripts, workflows, automations, prompts, playbooks, methods, know-how, configurations, and derivative works, whether used before or during performance of the Services. Any software configurations, scripts, automations, integration playbooks, monitoring configurations, policy templates, or similar technical work product that Dove creates or develops in the course of providing the Services are Dove’s proprietary information and intellectual property, and shall not be disclosed, transferred, or delivered to Client or any third party without Dove’s express prior written consent, even upon termination or expiration of the Services.
\nClient retains ownership of Client’s preexisting data, content, records, credentials, and other materials supplied by Client, subject to Dove’s rights to use them as reasonably necessary to perform, support, secure, improve, and transition the Services.
\nThird Party software, platforms, and Services are licensed, not sold, and remain subject to the applicable provider’s terms and restrictions.
\nUnless a Quote expressly states otherwise, no deliverable is a work made for hire, and no assignment of Dove intellectual property occurs. Upon full payment, Client receives a non-exclusive right to use deliverables created specifically for Client solely for Client’s internal business use in connection with the Services for which they were provided, subject to any Third Party Provider restrictions.
\nAll equipment, hardware, software, peripherals, subscriptions, or accessories procured through or by Dove for Client (“Third Party Products”) are generally nonrefundable once ordered. Returns, if permitted, are subject to the applicable third-party provider’s or reseller’s return policies. A restocking fee of 25% will apply to hardware or equipment returned to Dove unless the item is confirmed defective. Software licenses, subscriptions, specially ordered parts, and noncancelable items are non-refundable. Client is responsible for all return shipping costs. Returns require a valid return authorization number from Dove prior to shipment; items must be in new, unopened condition with all original packaging, accessories, and documentation.
\nDove will use reasonable efforts to assign or pass through manufacturer warranties for Third Party Products but has no liability for the quality, functionality, operability, or fitness of Third Party Products. All Third Party Products are provided on an “as is” basis as between Dove and Client, except to the extent of any applicable manufacturer warranty. Client is responsible for filing and managing all manufacturer warranty claims and obtaining manufacturer technical support for Third Party Products. Dove will use commercially reasonable efforts to assist Client with manufacturer warranty coordination and support escalation, but Dove is not the warrantor and does not guarantee any manufacturer’s warranty response, timeline, or outcome.
\nCertain Services require acceptance of one or more third-party end user license agreements, subscription agreements, platform terms, provider terms, or similar agreements (“End User Agreements”). Where acceptance of an End User Agreement is required to deliver the Services, Client authorizes Dove to accept such agreement on Client’s behalf. Client may request a list of End User Agreements accepted on its behalf by written request to Dove. If an End User Agreement deviates materially from industry-standard terms, Dove will bring that to Client’s attention. Client agrees to be bound by the terms of all applicable End User Agreements, and Dove may modify or amend the applicable Quote or Service terms if a provider modifies an End User Agreement in a way that affects the Services.
\nDove’s website content, promotional materials, brochures, presentations, proposals, demos, proof-of-concept exercises, performance histories, and other marketing materials are provided for informational and illustrative purposes only. They are not intended to, and will not be interpreted as, creating additional duties, service level commitments, warranties, service guarantees, or promises of specific service outcomes beyond what is expressly stated in an accepted Quote. Dove will not be bound by representations made in marketing materials or general website content unless those representations are expressly incorporated into a signed Quote or written agreement.
\nClient will not, and will not permit any user to:
\n\n\n• Use the Services unlawfully or in violation of any contract, regulation, provider rule, or carrier requirement;
\n• Interfere with, disrupt, probe, abuse, or compromise the Services or any third party network or platform;
\n• Transmit unlawful, infringing, harassing, fraudulent, deceptive, or prohibited content;
\n• Use the Services for spam, spoofing, phishing, robocalling, unlawful telemarketing, unlawful messaging, or unlawful recording;
\n• Use the Services in a way that causes Dove or a Third Party Provider to violate law, carrier rules, or service policies;
\n• Disable, evade, reverse engineer, or misuse security controls or service restrictions;
\n• Use the Services for any prohibited or high-risk use identified in applicable Service-Specific Terms or Third Party Provider rules.
\n
Dove may suspend, restrict, or terminate affected Services immediately if Dove reasonably believes Client’s use threatens security, service integrity, legal compliance, reputation, or the rights of Dove, Third Party Providers, other customers, or the public.
\nIf the Services include AI-enabled, machine-learning, automation, analytics, transcription, classification, summarization, conversational, monitoring, or generative features:
\n\n\n• Outputs may be incomplete, inaccurate, delayed, misleading, biased, offensive, or otherwise unsuitable;
\n• Outputs are not a substitute for human review, legal advice, professional judgment, or required compliance review;
\n• Client is solely responsible for reviewing all outputs before use or reliance;
\n• Client is solely responsible for confirming that it has the right to provide any prompts, training inputs, recordings, datasets, or other materials used with AI-related Services;
\n• Dove and Third Party Providers may modify, retrain, tune, restrict, suspend, replace, or discontinue AI-related functionality over time.
\n
Client acknowledges that no technology, monitoring, cloud, voice, messaging, backup, AI, cybersecurity, alarm, surveillance, or access-control solution is infallible. Services may be interrupted, filtered, blocked, bypassed, degraded, unavailable, delayed, incomplete, inaccurate, or ineffective from time to time.
\nDove does not guarantee prevention of:
\n\n\n• Security incidents;
\n• Fraud or abuse;
\n• Cyberattacks or ransomware;
\n• Toll fraud or unauthorized use;
\n• Outages or data loss;
\n• Emergency response or dispatch outcomes;
\n• Evidence preservation;
\n• Legal compliance outcomes;
\n• Uninterrupted business continuity.
\n
Unless expressly stated in a Quote, Dove is not responsible for maintaining Client’s sole backup, archival, disaster recovery, or data-retention solution. Client must maintain independent backups and verify restore capability.
\nSecurity monitoring, alerting, backup reporting, endpoint alerts, health checks, and similar services may identify some issues but are not a guarantee that all threats, vulnerabilities, failures, or anomalies will be detected or resolved.
\nDove does not provide legal advice. Unless expressly stated in a Quote, the Services are not represented as legal, regulatory, tax, employment, telecom, privacy, surveillance, biometric, consumer-protection, or industry-specific compliance advice or solutions.
\nClient remains solely responsible for obtaining its own legal and compliance guidance and for disclosing any legal or regulatory requirement that materially affects the Services, including requirements related to:
\n\n\n• Privacy and data protection;
\n• Call recording or consent;
\n• Text messaging, telemarketing, autodialing, campaign registration, or consumer contact rules;
\n• Emergency communications;
\n• Biometric data;
\n• Surveillance, workplace monitoring, audio recording, or tenant notice;
\n• Export controls or restricted-use technology;
\n• Industry- or sector-specific obligations, including health, financial, education, public-sector, and payment-card obligations.
\n
Throughout the term of the Services, Client will maintain commercially reasonable insurance appropriate to Client’s business (or, for residential clients, a homeowner’s or renter’s insurance policy with general liability coverage), premises, data, operations, and the Services purchased. Depending on the nature of the Services, this may include:
\n\n\n• Commercial general liability insurance;
\n• Property insurance;
\n• Business interruption insurance;
\n• Cyber liability, privacy liability, or network security insurance;
\n• Technology errors and omissions insurance;
\n• Media liability insurance;
\n• Any other insurance reasonably appropriate for alarm, monitoring, telecom, cloud, cybersecurity, AI, or related risk.
\n
If a Quote or applicable Service-Specific Terms require specific insurance types, limits, or endorsements for certain Services, those requirements apply to those Services.
\nDove is not an insurer, and amounts paid to Dove are not insurance premiums. Client is responsible for obtaining its own coverage against property loss, liability, cyber incidents, privacy claims, telecom fraud, business interruption, and similar risks.
\nDove warrants only that it will perform Services in a professional and workmanlike manner consistent with commercially reasonable industry practice. Any specific workmanship warranty period for installation or labor must be expressly stated in the Quote or applicable Service-Specific Terms.
\nExcept as expressly stated in writing by Dove, equipment, software, subscriptions, cloud services, carrier services, monitoring platforms, and other Third Party Services are subject only to the warranties, if any, offered by their respective providers.
\nExcept as expressly set forth in this Agreement or an accepted Quote, Dove disclaims all warranties, express, implied, statutory, or otherwise, including implied warranties of merchantability, fitness for a particular purpose, title, non-infringement, and any warranty arising from course of dealing, usage, trade practice, sample, demonstration, proof of concept, or performance history.
\nFor physical installation, structured cabling, low-voltage wiring, equipment mounting, device configuration, and related field labor work performed by Dove (collectively, “Installation Work”), unless the applicable Quote states otherwise: (a) Dove warrants its installation workmanship for a period of six (6) months following the date of substantial completion; and (b) hardware and equipment supplied by Dove carry a twelve (12) month warranty for manufacturer defects, as further described in the applicable Quote. The Quote may specify different warranty periods, manufacturer-pass-through warranties, or extended warranty options, in which case the Quote terms control. The workmanship warranty does not cover equipment or hardware failures (which are subject to manufacturer warranties), damage caused by Client, misuse, unauthorized modifications, environmental factors, or events outside Dove’s control. No warranty applies to hardware or equipment supplied by Client.
\nEach party will defend, indemnify, and hold harmless the other party from third-party claims to the extent arising from the indemnifying party’s material breach of this Agreement, gross negligence, or willful misconduct.
\nClient will defend, indemnify, and hold harmless Dove, its Affiliates, officers, directors, employees, contractors, licensors, subcontractors, and Third Party Providers from and against third-party claims, losses, damages, fines, penalties, costs, and expenses arising out of or relating to:
\n\n\n• Client Data, content, recordings, campaigns, prompts, messages, phone numbers, or materials supplied by Client;
\n• Client’s use of the Services;
\n• Client’s violation of law, provider terms, carrier rules, or industry requirements;
\n• Client’s failure to obtain required notices, permissions, permits, registrations, or consents;
\n• Allegations that Client data, content, instructions, campaigns, recordings, or materials infringe, misappropriate, or violate intellectual property, privacy, publicity, biometric, or other rights;
\n• Unlawful or unauthorized calling, texting, recording, monitoring, surveillance, AI use, or data processing by Client;
\n• Bodily injury, property damage, privacy claims, telecom claims, consumer claims, employment claims, dispatch claims, or regulatory claims arising from Client’s use of the Services, except to the extent caused by Dove’s gross negligence or willful misconduct.
\n
The indemnified party will provide reasonably prompt notice of the claim, permit the indemnifying party to participate in the defense, and reasonably cooperate at the indemnifying party’s expense. The indemnified party may control the defense where reasonably necessary to protect its interests.
\nExcept for amounts finally awarded to a third party under an indemnity obligation, payment obligations, or breaches of confidentiality involving intentional misconduct, neither party will be liable for any indirect, incidental, consequential, special, exemplary, punitive, or similar damages, or for loss of profits, revenue, goodwill, anticipated savings, business opportunities, use, data, recordings, evidentiary value, or reputation, even if advised of the possibility of such damages. All claims arising out of or relating to monitoring-related Services remain subject to the exclusions and cap set forth in this Section 24, except to the extent the applicable Service-Specific Terms provide a more specific alarm, monitoring, or video-surveillance liability cap, in which case the more specific cap controls for the applicable Service.
\nExcept for Client’s payment obligations, Client’s indemnity obligations, and damages to the extent caused by a party’s fraud or willful misconduct or by that party’s gross negligence to the extent such limitation is prohibited by applicable law or such gross negligence has been finally determined by a court of competent jurisdiction or arbitrator, each party’s aggregate liability arising out of or relating to the Services, including monitoring-related Services, will not exceed the greater of:
\n\n\n• The fees paid by Client to Dove for the specific Service giving rise to the claim during the three-month period immediately preceding the event giving rise to the claim, excluding pass-through hardware, software, licenses, taxes, carrier fees, and other Third Party costs; or
\n• $10,000.
\n
Without limiting the foregoing, Dove will not be liable for claims arising from or relating to:
\n\n\n• Third Party Services;
\n• Carrier failures, internet outages, utility failures, or third-party platform outages;
\n• E911, 911, dispatch, or emergency-calling failures except as non-waivable by law;
\n• Message filtering, carrier blocking, spam labeling, throughput limits, campaign rejection, or registration issues;
\n• Unauthorized access, cyber incidents, ransomware, toll fraud, spoofing, phishing, or similar activity not caused by Dove’s gross negligence or willful misconduct;
\n• Client’s failure to maintain backups, minimum requirements, physical security, notices, consents, permits, or lawful operating practices;
\n• Unsupported, obsolete, counterfeit, incompatible, or unlicensed systems;
\n• Acts or omissions of co-managed providers, landlords, utilities, carriers, OEMs, emergency responders, or other third parties;
\n• Out-of-scope services.
\n
This Agreement begins on the Effective Date and remains in effect until terminated as provided herein. Expiration or termination of one Quote does not by itself terminate any other Quote.
\nEach Quote may have its own term, minimum commitment, project milestone schedule, renewal provision, or recurring billing structure.
\nIf a Quote provides for auto-renewal, the applicable Services will automatically renew at the end of the then-current term for successive renewal terms equal in length to the initial term (or such other renewal term stated in the Quote) at Dove’s then-current rates, unless either party provides written notice of non-renewal at least sixty (60) days before the end of the then-current term. Notice of non-renewal must be sent to Dove by email to accounting@dovecommunications.com or by written notice to Dove’s principal address; ticket-system requests, voicemail, or live phone calls alone are not sufficient. To the extent any Service is provided to a residential consumer, this auto-renewal disclosure is intended to satisfy the conspicuous-disclosure requirements of California Business & Professions Code §§17600–17606, and Client may cancel auto-renewal at any time by providing written notice to Dove using the contact information above; cancellation will be effective at the end of the then-current term unless Dove agrees otherwise in writing.
\nEither party may terminate this Agreement or an affected Quote for cause if the other party materially breaches the contract package and fails to cure within 20 days after written notice, except that nonpayment by Client may be subject to a shorter cure period stated in the Quote or invoice.
\nDove may terminate or suspend affected Services upon notice if:
\n\n\n• Client fails to pay undisputed amounts when due and fails to cure;
\n• Client’s acts or omissions make the Services unlawful, insecure, abusive, unsafe, commercially impracticable, or technically unreasonable to continue;
\n• Client fails to maintain required minimum conditions or required permissions after notice;
\n• Continued service would expose Dove or a Third Party Provider to material legal, security, abuse-prevention, or operational risk.
\n• Client’s Environment presents a cybersecurity, network security, or data-security risk that Client fails to address within a reasonable time after written notice from Dove, and continued service would expose Dove, other customers, or Third Party Providers to material risk.
\n
If Client terminates a Quote without cause before the end of its committed term, Client will pay any all early termination charges stated in the Quote, plus, at minimum, all remaining recurring fees that would have been payable for the balance of the committed term, all unamortized implementation costs, all noncancelable third-party charges, and any other amounts reasonably incurred by Dove because of that early termination.
\nIf Client requests transition assistance at the end of a Service, Dove may provide such assistance at Dove’s then-current rates, subject to prepayment or deposit requirements.
\nDove may require payment in full of all outstanding amounts, including any applicable transition fees, export fees, porting charges, unpaid recurring fees, noncancelable third party charges, and other amounts then due, before performing transition assistance, releasing credentials, exporting data, coordinating ports, transferring administration, or taking any other offboarding action requested by Client.
\nTransition assistance may include, where applicable and reasonably available:
\n\n\n• Credential transition;
\n• Administrative coordination;
\n• Export of available Client Data;
\n• Transfer of numbers or service records;
\n• Deprovisioning of accounts or devices;
\n• Reasonable coordination with replacement providers.
\n
Unless otherwise required by law or expressly stated in a Quote, Dove has no obligation to continue storing Client Data, recordings, logs, configurations, exports, or other information after termination and may delete them in accordance with Dove’s standard practices and retention schedules.
\nNeither party is liable for delay or failure to perform caused by events beyond its reasonable control, including acts of God, power failures, utility failures, carrier outages, internet failures, supply disruptions, labor shortages, freight disruptions, tariffs, pandemics, epidemics, war, terrorism, civil unrest, cyberwarfare, cyberterrorism, governmental actions, or malicious attacks that circumvent reasonable protections.
\nIf a force majeure event materially impairs performance for an extended period, Dove may suspend affected Services or terminate the affected Quote on written notice if continued performance is commercially impracticable.
\nNeither party may assign this Agreement without the other party’s prior written consent, except that Dove may assign this Agreement in connection with a merger, acquisition, financing, internal reorganization, or sale of substantially all of its relevant assets or business.
\nBefore commencing arbitration, the parties will attempt in good faith to resolve the dispute through business discussions between authorized representatives.
\nExcept for undisputed fee-collection actions, small-claims matters within applicable jurisdictional limits, and requests for temporary, preliminary, or equitable relief to protect confidential information, intellectual property, payments, security, or service integrity, any dispute arising out of or relating to this Agreement or the Services will be resolved by binding arbitration administered by the American Arbitration Association under its commercial rules.
\nTo the fullest extent permitted by law, each party agrees that any dispute will be resolved only on an individual basis and not as a plaintiff, claimant, class representative, or class member in any purported class, collective, consolidated, coordinated, representative, or private-attorney-general proceeding; provided, however, that if applicable law does not permit waiver of a particular representative claim, then that claim shall proceed only to the extent such waiver is unenforceable.
\nIf a court of competent jurisdiction finds that applicable law (such as California’s rule announced in McGill v. Citibank, N.A., 2 Cal. 5th 945 (2017)) precludes enforcement of the class action or representative-action waiver in §29.2A with respect to a particular claim for public injunctive relief, that specific claim must be severed from the arbitration and may proceed in a court of competent jurisdiction in Los Angeles County, California, while all other claims remain subject to arbitration on an individual basis. The unenforceability of the waiver as to a public-injunctive-relief claim will not affect the enforceability of the arbitration agreement, the class-waiver, or any other provision of this Agreement as to all other claims.
\nThe arbitration will take place in Los Angeles County, California, unless the parties agree otherwise or the arbitrator permits remote proceedings.
\nThe matter will be heard by one neutral arbitrator experienced in commercial technology transactions.
\nThe arbitrator may award reasonable attorneys’ fees and costs to the prevailing party to the extent permitted by law and the circumstances of the dispute.
\nThis Agreement and all disputes arising from or relating to it are governed by the laws of the State of California, without regard to conflict-of-law rules. For any non-arbitrable claim, the parties consent to exclusive venue in Los Angeles County, California.
\nThe parties are independent contractors. Nothing in this Agreement creates a partnership, joint venture, fiduciary relationship, franchise, or agency relationship except as expressly stated for limited reseller or facilitation purposes.
\nThe scope of Dove’s relationship with Client is limited to the specific Services provided under the contract package. No fiduciary, advisory, or special relationship exists between the parties beyond what is expressly stated in a Quote or this Agreement. If, by operation of law, a fiduciary relationship is imposed or presumed in connection with out-of-scope activities or advisory services, Client waives that relationship and any obligations thereunder to the fullest extent permitted by law. This limitation applies equally to Services involving virtual CIO, virtual CTO, strategic advisory, security advisory, compliance consultation, or similar engagements.
\nSome Services may be provided, supported, or administered by personnel or Third Party Providers located outside the United States. Client Data may be accessed, processed, transmitted, or stored on servers or platforms located outside the United States as part of normal service delivery, support operations, or cloud platform hosting. Client must notify Dove in writing before Services begin if Client requires data residency restrictions, geographic access controls, or limitations on out-of-country data processing. Implementing such restrictions may result in additional costs, reduced functionality, or modified service terms. Absent such written notice, Client acknowledges that data may be processed outside the United States consistent with Dove’s Privacy Policy and applicable Third Party Provider terms.
\nFormal notices under this Agreement must be sent by email, nationally recognized overnight courier, or certified mail to the addresses designated by the parties in the Quote or later updated in writing.
\nThis Agreement, together with the applicable Quote, Service-Specific Terms, Privacy Policy, and any incorporated addenda or website-linked documents, constitutes the entire agreement between the parties regarding the applicable Services and supersedes prior discussions concerning those Services.
\nThis Agreement may be amended only by a writing accepted by both parties, except for website-linked documents that this Agreement expressly permits Dove to update.
\nIf any provision is held unenforceable, the remaining provisions will remain in effect to the fullest extent permitted by law.
\nA waiver is effective only if in writing and only as to the specific matter waived.
\nThis Agreement and any Quote may be executed in counterparts and by electronic signature, PDF, click-through acceptance, or other electronic means, each of which will be deemed an original.
\nClient is not restricted from hiring or engaging Dove personnel. However, if Client directly hires or engages any Dove employee, contractor, or other personnel (“Dove Personnel”) who was assigned to Client’s account and materially involved in providing Services to Client during the prior twelve (12) months, Client agrees to pay Dove a conversion fee equal to twenty-five percent (25%) of the individual’s annualized first-year compensation (including base salary or wages, signing bonus if any, and other reasonably anticipated first-year cash compensation), payable within thirty (30) days of the hire or engagement date.
\nThe conversion fee is intended solely to compensate Dove for recruiting, training, transition, and replacement costs, and is not intended to prevent or restrict any individual from pursuing employment or other work opportunities. This section does not restrict general job applications, general solicitations not targeted at specific Dove Personnel, responses to public job postings, unsolicited applications initiated by the individual, or hires expressly approved in advance in writing by Dove.
\nIn the event Client files for bankruptcy, becomes subject to an insolvency proceeding, makes an assignment for the benefit of creditors, enters receivership, or otherwise seeks protection from creditors, Client agrees that Dove is a critical vendor to Client’s ongoing operations and to Client’s ability to maintain communications, security, monitoring, alarm response, life-safety signaling, network connectivity, data access, and similar essential services. Client will take commercially reasonable steps to have Dove designated as a critical vendor entitled to payment for pre- and post-petition Services and to any priority, status, or treatment afforded to Client’s other critical vendors, to the maximum extent permitted by applicable bankruptcy or insolvency law. This Section is not a guarantee of any particular treatment by a bankruptcy court or other tribunal, but is intended to evidence the parties’ mutual understanding and intent regarding Dove’s role.
\nNothing in this Agreement prohibits Client from making truthful statements or lawful reviews regarding Dove’s services. However, Client shall not knowingly or recklessly publish, post, transmit, encourage, or cause to be published any false, misleading, defamatory, fraudulent, impersonating, or materially incomplete statement regarding Dove, its personnel, its services, or any third-party services provided, resold, referred, or facilitated by Dove.
\nClient agrees to notify Dove of service disputes and provide a reasonable opportunity to investigate before publishing statements alleging fraud, illegality, data loss, privacy breach, cybersecurity failure, monitoring failure, service abandonment, or other serious wrongdoing, unless disclosure is required by law or necessary to address an immediate safety, legal, or regulatory risk. Dove reserves all rights and remedies available under law for false, misleading, defamatory, or unlawful statements.
\nClient acknowledges that false or misleading public statements regarding Dove’s professional services, security services, monitoring services, telecom services, cybersecurity services, or business integrity may cause irreparable harm for which monetary damages may be inadequate. Dove may seek injunctive or equitable relief to stop, correct, or mitigate such statements, in addition to any other remedies available at law.
\nThis section does not limit Client’s right to provide truthful information to regulators, law enforcement, courts, insurers, attorneys, accountants, auditors, or other professional advisors, or to make truthful statements protected by applicable law.
\nThis Agreement does not require a separate signature. By approving, signing, clicking to accept, paying, or authorizing Dove to proceed on any Quote that incorporates this Agreement by reference, Client confirms acceptance of this Agreement and all applicable incorporated documents.
\nDocument: Master Services Agreement Version: v1.0 Rev. 02-2026 Effective Date: February 1, 2026 Last Updated: February 1, 2026
\n\nThis Services Guide provides general operational information about Dove Communications, Inc. services. This guide is incorporated by reference into the Master Services Agreement and applicable Quotes.
\nFor detailed legal terms governing specific services, please refer to the Service-Specific Terms document, which contains provisions for VoIP/Telecom, Security/Surveillance, MSP/Cybersecurity, AI, and related services.
\nStandard business hours are Monday through Friday, 8:30 AM to 5:00 PM Pacific Time, excluding Dove-observed holidays. Emergency and after-hours support is available for clients with applicable service agreements. After-hours, weekend, and holiday work is subject to premium rates per the Master Services Agreement §7.18.
\nClients may submit service requests, trouble tickets, and support inquiries through the following channels:
\nVoicemail, live phone calls, and ticket-system requests alone are not sufficient for contractual notices such as cancellation or non-renewal (see MSA §25.3). Emergency service requests may only be made by calling (213) 234-2500, option 9. Other communication channels are not monitored after hours.
\nDove Communications, Inc. provides the following categories of services, each governed by the applicable sections of the Service-Specific Terms:
\nAll services are ordered via a Quote issued by Dove. Each Quote is governed by the Quote Incorporation Terms, which establish the order of precedence among governing documents. Quotes are valid for 15 days unless otherwise stated (MSA §7.19).
\nPayment terms, methods, late fees, and related provisions are set forth in the Master Services Agreement §7. Key terms include:
\nMany Dove services depend on third-party carriers, cloud platforms, software publishers, hardware manufacturers, and other vendors. A non-exhaustive illustrative list of Third Party Providers is included in Service-Specific Terms §2.1. Dove may pass through vendor cost increases per MSA §7.4.
\nPhysical installation projects in California are subject to the Installation Notice (mechanics lien and cancellation disclosures) and the site requirements in MSA §10A. Standard installation hours are Monday–Friday, 8:30 AM–5:00 PM PT.
\nAlarm, monitoring, access control, and video surveillance services are subject to the Alarm & Security Addendum, which includes BSIS-required disclosures, liability caps, and the “not an insurer” acknowledgment.
\nVoIP clients must sign the E911 Acknowledgment confirming understanding of E911 limitations, location registration responsibilities, and Kari’s Law / RAY BAUM’s Act compliance.
\nOur Privacy Policy describes how we collect, use, and protect information. Clients with regulated or personal data may also be subject to the Data Processing Addendum.
\nAll governing legal terms are available at our Legal Hub. The order of precedence is:
\n| License | \nNumber | \n
|---|---|
| CSLB C7 Low Voltage | \n#715876 | \n
| BSIS Alarm Company Operator | \n#8206 | \n
| BSIS Qualified Manager | \nOfir Yungman — QM #8030 | \n
| CPUC Utility | \nID 1772 / Type DVF | \n
Dove Communications, Inc. | 1374 E. 41st St., Los Angeles, CA 90011 | (213) 234-2500 | service@dovecommunications.com
\nThe following service level targets apply only to clients whose accepted Quote expressly includes a service level agreement, support plan, or managed service plan that references these response times, or where Dove has otherwise agreed in writing to provide service level commitments. If no SLA, support plan, or service level commitment is referenced in the applicable Quote, Dove will use commercially reasonable efforts to respond to service requests but is not bound by the response times below. A Quote or separate SLA addendum may specify different or enhanced service level terms, in which case those terms control.
\n| Priority | \nDescription | \nInitial Response | \nTarget Resolution | \n
|---|---|---|---|
| Emergency / P1 | \nComplete outage, monitoring down, life-safety failure | \n4 hours | \nBest effort, same day | \n
| Urgent / P2 | \nMajor degradation, partial outage | \n8 business hours | \nNext business day | \n
| Standard / P3 | \nNon-critical issue, single user affected, general service request | \n2 business days | \n3 business days | \n
| Low / P4 | \nInformational request, enhancement, non-urgent change | \n5 business days | \nAs scheduled | \n
Emergency service requests may only be made by calling (213) 234-2500, option 9. Voicemail, email, text, and ticket submissions are not monitored after hours and do not constitute emergency service requests. Emergency service outside of business hours is subject to technician availability and requires Client’s prior approval of applicable premium rates before dispatch. When available and approved, after-hours emergency service is provided on a time-and-materials basis at Dove’s then-current premium labor rate with a three-hour minimum, plus drive time and any required parts or materials. Dove does not guarantee after-hours availability, and emergency service requests are handled on a first-come, first-served basis.
\nStandard support is available Monday through Friday, 8:30 AM – 5:00 PM Pacific Time, excluding major holidays. After-hours and weekend support is available for emergency requests only at premium rates.
\nIf a support issue is not resolved within the target resolution window, Client may request escalation by contacting Dove at service@dovecommunications.com or calling (213) 234-2500. Escalated issues are reviewed by senior technical staff or management within one business day of the escalation request.
\nResponse times are targets, not guarantees. Actual response and resolution times may vary based on issue complexity, Third-Party Provider dependencies, parts availability, scheduling, and circumstances beyond Dove’s control. Service levels do not apply during force majeure events, scheduled maintenance windows, or outages caused by Third-Party Providers, Client’s equipment, Client’s network, or Internet Service Provider (ISP) failures. Dove does not provide uptime guarantees for Third-Party Services. Any uptime commitments for Third-Party Services are governed solely by the applicable Third-Party Provider’s SLA, which Dove will pass through to Client where available.
\nEnhanced SLA terms, dedicated support plans, guaranteed response times, and service credits may be available under a separate SLA addendum referenced in the applicable Quote.
\n\n\nDOVE COMMUNICATIONS, INC.
\nService-Specific Terms
\nVersion 1.0 • Effective Date: February 1, 2026 • CSLB #715876 | BSIS ACO #8206 | CPUC U-1772-C / DVF
\n
These Service-Specific Terms supplement the applicable Master Services Agreement between Dove Communications, Inc. (“Dove”) and the customer identified in the applicable Quote, Order Form, Statement of Work, or similar ordering document (“Client”).
\nThis document contains multiple service-specific sections. Only the sections applicable to the services purchased by Client under the applicable Quote apply to Client’s purchase and use of the Services.
\nThese Service-Specific Terms are intended to allocate service-line-specific operational, legal, and risk responsibilities. They apply only to the applicable service category and do not expand Dove’s liability beyond the liability limitations, disclaimers, exclusions, and risk allocations set forth in the Master Services Agreement, unless Dove expressly agrees otherwise in a writing signed by Dove.
\nIf there is a conflict among the governing documents, the following order of precedence will apply unless the Quote expressly states otherwise:
\n\n\n1. the applicable Quote / Order Form / Statement of Work;
\n2. these Service-Specific Terms, but only for the applicable service category;
\n3. the Master Services Agreement; and
\n4. Dove’s then-applicable Privacy Policy and other incorporated policies, to the extent relevant.
\n
Capitalized terms not defined in this document have the meanings given in the Master Services Agreement.
\nMany Services depend on third-party carriers, licensors, software publishers, cloud providers, monitoring centers, manufacturers, internet providers, platform operators, and other upstream vendors. Client acknowledges that Dove may resell, facilitate, configure, administer, or support such third-party services without being the direct provider of those underlying services.
\nBy way of non-exhaustive example only, Third Party Providers used or facilitated by Dove in the delivery of Services may include, depending on the Services purchased:
\n\n\n• Telecom, VoIP, SIP, and Carrier Services: AT&T, Verizon, T-Mobile, Spectrum, Comcast/Xfinity, Cox, Frontier, Lumen / Level 3, Cogent, Starlink, Google Fiber, BigLeaf, Cloudflare, Bandwidth, Twilio, Sangoma, VoIP Innovations, BCM One, NetSapiens, ClearlyIP, Clearfly, SIPtrunk, RingCentral, Nextiva, Dialpad, Vonage, GoTo / Jive, 8×8, Intermedia, Five9, SkySwitch, SIPPIO, Sinch, ThinQ, Crown Castle, CSI Compliance Solutions (VoIP tax/regulatory remittance), and similar carriers, SIP/VoIP providers, SBC providers, 10DLC and SMS aggregators, number registries, and messaging-platform vendors;
\n• VoIP Phones, Endpoints, and Audio: Yealink, Polycom / HP Poly, Grandstream, Fanvil, Cisco, Avaya, Mitel, NEC, Sangoma, Wildix, Jabra, Logitech, Crestron, Q-SYS, Sonos, Valcom (paging), and similar telephony hardware, headset, paging, and conferencing manufacturers;
\n• Security, Surveillance, Access Control, Alarm, and Monitoring: Brivo, Alarm.com, Honeywell / Resideo, Johnson Controls / Tyco / Software House (C•CURE), HID Global, Allegion, Paxton, DoorKing, QuickPass, IQ / Qolsys, ButterflyMX, Swiftlane, 2N, Single Wire, ADT, Rapid Response, CMS (Central Monitoring Service), TMS (Total Monitoring Service), Allied Monitoring, Chekt, Dynamark, NMC, Verkada, Yale (smart locks), Eagle Eye Networks, Avigilon, Axis, Hikvision, Dahua, Hanwha Vision, Genetec, Geovision, Lorex, LT Security (LTS), Panasonic, Sony, Uniview / UNV, Turing Vision, ExacqVision, Eclipse Surveillance, Open Eye, Ring, DoorBird, Holovision, Deep Sentinel, CHeKT, and similar access-control, intrusion-alarm, life-safety-signal, central-monitoring, camera, NVR, video-surveillance, and AI-video-analytics providers;
\n\n• Network, Firewall, Wi-Fi, and Wireless: Cisco, Cisco Meraki, SonicWall, Fortinet, Palo Alto Networks, Watchguard, Checkpoint, Ubiquiti / UniFi / UISP, Aruba, Netgear, Linksys, Araknis Networks (SnapOne), OvrC, WattBox, Hostifi, For2Fi, Zyxel, and similar network, firewall, switch, router, access point, and wireless infrastructure providers;
\n• Productivity, Cloud, and Software Subscriptions: Microsoft (Microsoft 365 / Office 365, Azure, Azure DevOps, OneDrive, SharePoint, Teams, Skype, Authenticator, Bitlocker, NCE licensing), Google (Google Workspace, Google Cloud Platform), Apple (Apple Business Manager), Adobe, AWS, Otava, US Signal, Cox Edge, UBX Cloud, Right Networks, Citrix, VMware / Broadcom, Synology / Synology C2, ESXi, and similar productivity, IaaS, PaaS, SaaS, and cloud subscription providers;
\n• Cybersecurity, Endpoint, Email, and Awareness: SentinelOne, Sophos, Huntress, Webroot, Trend Micro, Symantec / Broadcom, Microsoft Defender, Bitdefender, Guardz, Mesh Security, Cyberguard 360, Barracuda, Proofpoint, Mailprotector, OpenText, Cisco Umbrella, OpenDNS, DNS Filter, SafeDNS, Cloudflare, JumpCloud, Auth0, LastPass, 1Password, Passportal, Authanvil / Kaseya MFA, ID Agent (Dark Web ID), KnowBe4 (where applicable), and similar EDR / XDR, SOC / MDR, email-security, DNS-filtering, identity, MFA, password-management, and security-awareness-training providers;
\n• MSP Tooling, RMM, Backup, and Disaster Recovery: ConnectWise (Manage / Automate / Control / ScreenConnect / SIEM), Datto, Kaseya / Kaseya 365, NinjaOne, N-able / N-central, Continuum, Auvik, Domotz, Site24x7, Uptime Robot, Sentry, ScalePad, IT Glue, Hudu, ITBOOST, Veeam, Macrium, Acronis, BitTitan, Skykick, AnyDesk, TeamViewer, LogMeIn / GoTo, RapidFire Tools, and similar RMM, PSA, documentation, monitoring, observability, backup, replication, and BDR providers;
\n• AI, Machine Learning, and Automated Services: OpenAI (ChatGPT and APIs), Anthropic (Claude), Microsoft Copilot, Google Gemini / DeepMind, Perplexity, Read AI, Retell AI, Synthesia, Resplendent Data, AWS Bedrock, and similar AI / ML / generative-AI / transcription / video-analytics / automated-decision-support providers;
\n• Hardware Manufacturers and Distributors: Dell, HP / HPE, Lenovo, Apple, Intel, Samsung, Western Digital, Crucial / Micron, Synology, CyberPower, TrippLite / Eaton, APC / Schneider, Brother, Lexmark, Sharp, Xerox, Toshiba, Epson, Ingram Micro, TD SYNNEX / Tech Data, ScanSource, D&H, ADI Global, Anixter, Graybar, Wesco, Jenne, B&H, Microcenter, NewEgg Business, PAX8, Brooklyn Low Voltage Supply, TeleDynamics, VoIP Supply, Vertical Cable, FS.com, and similar hardware manufacturers, distributors, and resellers;
\n• Web, Hosting, DNS, and Email-Delivery: GoDaddy, Network Solutions, Register.com, Wix, WordPress / Automattic, Cpanel, Exact Hosting, Rackspace, DYN / Oracle DNS, SSLs.com, SMTP2Go, SendGrid (Twilio), eFax, Pangea, OpenText, Mailchimp (only when deployed for Client), and similar domain, DNS, hosting, SSL, SMTP, and email-delivery providers when deployed for Client’s benefit.
\n
Vendor List Is Illustrative; Subject to Change. The above list is illustrative only and not exhaustive. Dove may add, remove, replace, substitute, or change any Third Party Provider, product, platform, model, or vendor at any time, in Dove’s sole discretion, and without amendment to this document, the Master Services Agreement, or any Quote, provided that the change does not materially diminish the Services that Dove is contractually obligated to provide. The actual Third Party Providers, products, and platforms used for Client’s specific Services will be those reflected in the applicable Quote, ticket, work order, or operational records, and may change over the course of the engagement. Naming or omitting a specific provider in this section does not create any commitment to use, retain, or refrain from using that provider, and does not limit the scope of Section 7.4 (Pass-Through Charges and Price Increases) of the Master Services Agreement, which applies to all Third Party Provider charges regardless of whether the provider is listed above. Dove’s internal back-office tools (including accounting, marketing, payment processing, financing, internal collaboration, and similar tools that do not directly deliver Services to Client) are not included in this list and are not Third Party Providers for purposes of this section.
\nUnless Dove expressly agrees otherwise in writing:
\n\n\n• Third-party services are provided on an as available and as provided by the applicable upstream provider basis;
\n• Dove does not control third-party availability, routing, coverage, response times, policy changes, feature changes, or service discontinuation;
\n• Third-party provider terms, policies, end user license terms, acceptable use rules, carrier requirements, and operational limitations may apply;
\n• Dove may pass through third-party fees, surcharges, carrier charges, usage-based charges, regulatory recovery fees, licensing fees, and similar charges as permitted under the Master Services Agreement and applicable Quote.
\n
Third-Party Carriers, Master Agents, and Upstream Providers. Telecom, internet, VoIP, SMS, cybersecurity, help desk, cloud, software, subscription, and carrier-related services may be provided or fulfilled through one or more Third-Party Providers, including carriers, aggregators, master agents, distributors, software vendors, security vendors, cloud providers, help desk providers, and channel marketplaces.
\nClient understands that Dove may recommend or facilitate Third-Party Services based on Client’s stated needs, available provider options, pricing, service availability, provider requirements, and Dove’s business judgment. Dove may receive compensation from one or more Third-Party Providers or channel partners in connection with those Third-Party Services. Client is encouraged to review the applicable Third-Party Provider’s terms and may request additional information regarding the role Dove is playing in a particular transaction.
\nDove does not control Third-Party Providers and is not responsible for their network availability, service quality, installation intervals, dispatch windows, circuit delivery, number porting delays, support responsiveness, cybersecurity performance, help desk performance, cloud uptime, software functionality, product roadmap, provider-imposed fees, or service changes. Any credits, remedies, refunds, service levels, or warranties for Third-Party Services are limited to those actually offered by the applicable Third-Party Provider and passed through to Client by Dove where available.
\nClient is responsible for:
\n\n\n• Reviewing each Quote for service scope and assumptions;
\n• Maintaining accurate account, contact, escalation, and location information;
\n• Obtaining and maintaining all required notices, authorizations, disclosures, postings, and consents for its use of the Services;
\n• Providing a suitable site environment, electrical power, internet connectivity, network readiness, and physical access as required for the applicable Services;
\n• Maintaining commercially reasonable insurance appropriate to its business, premises, personnel, data, and selected Services.
\n
Unless expressly stated in a Quote, Dove does not provide legal advice, regulatory compliance advice, engineering-of-record services, licensing advice, or certification that Client’s use of any Service complies with law. Client remains solely responsible for its own compliance obligations, including those relating to privacy, telecom, emergency communications, recording, surveillance, biometrics, labor and employment, data protection, accessibility, marketing, consumer protection, professional or occupational licensing, site-specific permits, and industry-specific rules. If Services are used, installed, monitored, administered, or accessed across multiple jurisdictions, Client is solely responsible for determining whether any permit, registration, filing, consent, or in-state or out-of-state business, contractor, alarm, guard, monitoring, telecom, or other professional license is required for Client’s intended use or operation. Dove makes no representation that any Service is available, lawful, or sufficient for use in every jurisdiction or that Dove, any subcontractor, or any upstream provider holds any license or registration except to the extent expressly stated in a Quote or required on a non-waivable basis by applicable law.
\nThis Section applies to services involving voice, hosted or cloud telephony, VoIP, SIP, messaging, SMS, MMS, numbers, porting, call recording, campaigns, contact-center communications, softphones, mobile apps, and related telecom or messaging functionality.
\nClient acknowledges that internet-based and cloud-based voice services differ from traditional wireline telephone service and may not function in the same manner as a traditional landline.
\nWithout limitation:
\n\n\n• Emergency calling functionality may differ from traditional 911 service;
\n• Physical location may not be automatically detected or correctly routed;
\n• Service may depend on internet connectivity, local networking, electrical power, compatible devices, registered location data, and third-party carrier systems;
\n• Service may be interrupted, delayed, degraded, filtered, blocked, or unavailable.
\n
Client is solely responsible for:
\n\n\n• Registering and maintaining an accurate physical service location, and where applicable a sufficiently specific dispatchable location, for each applicable device, user, softphone, extension, or endpoint requiring E911 support;
\n• Promptly updating registered location information before any move, relocation, reconfiguration, change in service use location, change in floor, suite, room, or similar dispatchable-location detail, or change affecting a nomadic, mobile, or remote user;
\n• Ensuring that each user understands how E911 works, how to place an emergency call, any required prefix or direct-dial method, any on-site notification workflow, and the limitations of the applicable configuration;
\n• Providing Dove written notice of location changes, user changes, deployment changes, and requested testing at least three (3) business days before the applicable change or at least three (3) business days before any anticipated move, relocation, or reconfiguration, or as otherwise required by Dove or the underlying provider.
\n
• Complying with all applicable direct-dialing, on-site notification, dispatchable location, multi-line telephone system, and related emergency-calling obligations, including requirements associated with Kari’s Law, RAY BAUM’s Act, FCC rules, state utility requirements, and similar laws, to the extent applicable to Client’s environment, devices, locations, and use cases;
\nClient acknowledges that:
\n\n\n• E911 functionality may not work correctly unless the registered address is accurate and current;
\n• A 911 call may be routed to the wrong location, a non-staffed line, an administrative line, or a call center that does not receive correct location information;
\n• Emergency responders may be sent to the registered address rather than the caller’s actual location;
\n• E911 may not be available outside the United States or in every usage scenario;
\n• Softphones, virtual numbers, customer-provided devices, or unsupported devices may not support E911 at all.
\n• After initial activation and after any address change for Dove-provided VoIP services, verifying the correct emergency address is on file by dialing 933 from the registered device. Dialing 933 is a non-emergency test call that confirms the address information associated with the line. Dove is not responsible for E911 failures where Client has not verified its registered address using the 933 test.
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Dove does not warrant that any configuration, device, softphone, MLTS, notification workflow, direct-dialing setup, dispatchable-location record, testing protocol, or emergency-calling setup satisfies all requirements of Kari’s Law, RAY BAUM’s Act, FCC rules, state utility requirements, building requirements, or other applicable law unless expressly stated in a Quote.
\nFor covered California telecom or interconnected VoIP Services, Dove Communications, Inc. operates under California Public Utilities Commission Utility ID 1772, Utility Type DVF. Client acknowledges that California-specific taxes, surcharges, public purpose program charges, 911-related charges, communications-program charges, and other utility or regulatory assessments may apply to covered Services and may be billed or passed through as permitted under the Master Services Agreement and applicable Quote. Client shall provide such service-location, end-user, and usage information as may be reasonably requested to support California regulatory, taxation, surcharge, emergency-calling, or service-registration requirements applicable to the covered Services.
\nClient acknowledges that voice and emergency calling functionality may fail or become impaired due to:
\n\n\n• Power failure;
\n• Internet or broadband outage;
\n• LAN, Wi-Fi, router, firewall, switching, or ISP failures;
\n• Account suspension or termination;
\n• Platform outages;
\n• Congestion, latency, or routing issues;
\n• Customer-side misconfiguration or relocation;
\n• Number-porting issues;
\n• Third-party carrier or regulatory issues.
\n
Client must maintain alternative means of requesting emergency assistance and must not rely on VoIP or related services as the sole means of contacting emergency services.
\nClient shall:
\n\n\n• Notify all employees, users, contractors, guests, tenants, and other authorized users of the limitations of VoIP and E911 functionality and of applicable emergency-calling procedures;
\n• Affix or maintain any required stickers, labels, signage, or notices for desk phones, common-area phones, and user devices;
\n• Ensure internal policies and training address emergency calling procedures and limitations.
\n
Client shall also maintain accurate internal emergency response procedures, on-site notification contacts, and device-to-location mapping appropriate for its environment, including multi-line telephone systems, softphone deployments, hybrid work users, and nomadic users, and shall perform or cooperate with reasonable testing and validation of emergency-calling configurations as needed after moves, deployments, or material changes.
\nTelephone numbers, DIDs, toll-free numbers, and messaging-enabled numbers are subject to carrier availability, porting rules, account validation, ownership verification, and third-party restrictions.
\nDove does not guarantee:
\n\n\n• That any requested number can be ported;
\n• The timing of porting;
\n• Uninterrupted service during porting;
\n• That a number will remain available;
\n• That messaging or campaign approval will continue after porting;
\n• That carrier records are accurate or current.
\n
Client shall cooperate with all porting requirements and is responsible for delays, rejections, or service issues caused by incorrect account data, freezes, unauthorized ports, missing authorizations, or third-party carrier actions.
\nTelecom and messaging services may depend on one or more third-party carriers, messaging aggregators, upstream voice providers, cloud platforms, and regulatory databases.
\nDove is not responsible for:
\n\n\n• Carrier network failures or outages;
\n• Spam labeling, call blocking, or call authentication failures;
\n• Caller ID reputation issues;
\n• CNAM delays or inaccuracies;
\n• Messaging throughput limits;
\n• Campaign registration delays;
\n• Telecom fraud caused by carrier-side vulnerabilities or third-party compromise;
\n• Suspension or blocking imposed by carriers or messaging providers.
\n
Client is responsible for securing its telecom environment, including:
\n\n\n• Passwords, PINs, voicemail credentials, admin credentials, and API credentials;
\n• User permissions and role-based access;
\n• International dialing restrictions and fraud controls;
\n• Prompt review of call records and unusual activity;
\n• User training to reduce phishing, vishing, smishing, social engineering, and account compromise.
\n
Dove is not liable for toll fraud, unauthorized usage, international charges, premium charges, fraudulent messaging, or related losses except to the extent caused by Dove’s gross negligence or willful misconduct and only to the extent such liability cannot be excluded under the governing agreement.
\nIf Client purchases or uses any texting, messaging, campaign, or application-to-person messaging functionality, including 10DLC or similar registered messaging programs, Client acknowledges that such services are heavily dependent on carrier rules, brand and campaign registration requirements, content restrictions, consent requirements, throughput limits, vetting standards, and constantly changing industry standards.
\nClient is solely responsible for:
\n\n\n• Obtaining, documenting, and maintaining all required opt-ins, consents, and authorizations;
\n• Honoring STOP, HELP, unsubscribe, opt-out, and similar instructions;
\n• Maintaining required campaign descriptions and message samples;
\n• Ensuring all message content, sender identity, targeting, recipient lists, suppression practices, and calling or texting workflows comply with law and carrier rules;
\n• Registering brands, campaigns, numbers, and use cases where required, including 10DLC and similar registration frameworks;
\n• Retaining proof of consent, required disclosures, message logs as required by law, and opt-out compliance records;
\n• Complying with applicable marketing, autodialer, robocall, telemarketing, privacy, consumer-protection, state mini-TCPA, and messaging-program requirements.
\n
• Promptly providing accurate business information, website information, sample messages, privacy-policy links, help and opt-out language, and other materials reasonably requested for carrier, aggregator, registry, or campaign-registration review.
\nClient further acknowledges and agrees that Dove does not provide legal advice regarding the TCPA, TSR, state mini-TCPA laws, CTIA guidelines, carrier or aggregator rules, 10DLC requirements, registry requirements, SHAFT or other prohibited-content categories, or campaign eligibility. Client is solely responsible for determining whether each message, campaign, workflow, number, and use case is lawful and properly registered before transmission.
\nClient shall not use the Services to transmit, facilitate, or support:
\n\n\n• Unlawful, deceptive, fraudulent, misleading, or impersonation-based communications;
\n• Spam or unsolicited messages;
\n• Prohibited campaign categories;
\n• Phishing, smishing, malware, or credential-harvesting content;
\n• Harassing, abusive, discriminatory, defamatory, or threatening content;
\n• Content that violates carrier rules, platform policies, or acceptable use requirements;
\n• Content requiring special approvals that have not been obtained.
\n
Dove may suspend, limit, reject, disable, or terminate messaging or telecom services if Dove or an upstream provider believes, in good faith, that Client’s traffic, content, or usage violates law, policy, security requirements, or carrier rules.
\nClient acknowledges that calls and messages may be:
\n\n\n• Filtered;
\n• Delayed;
\n• Blocked;
\n• Mislabeled as spam;
\n• Rate-limited;
\n• Suspended;
\n• Rejected during campaign review or re-review.
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Dove does not guarantee campaign approval, throughput, delivery, inbox placement, routing, message completion, sender verification, or number reputation. Carrier, aggregator, registry, or platform fees, surcharges, fines, penalties, review fees, re-registration fees, throughput charges, brand or campaign vetting fees, and similar third-party charges related to messaging services, including 10DLC and similar programs, may be passed through to Client as permitted under the Master Services Agreement and Quote, whether imposed before, during, or after activation, transmission, suspension, appeal, reinstatement, or re-review.
\nMessaging services are not guaranteed to be continuously available or suitable for time-sensitive, emergency, life-safety, fraud-alert, one-time-password, multi-factor-authentication, or other high-risk communications unless expressly stated in a Quote. Registration approval, throughput, number reputation, sender verification, and delivery outcomes may change at any time based on carrier, aggregator, registry, handset, platform, or anti-abuse decisions outside Dove’s control. Carriers, aggregators, registries, and platform providers may suspend, block, throttle, de-register, reject, or permanently disable campaigns, numbers, sender identities, use cases, or messaging functionality at any time, with or without advance notice, based on their policies, vetting decisions, content reviews, complaint ratios, traffic patterns, trust scores, payment status, or legal or regulatory concerns, and Dove is not liable for such actions or for related delays in reinstatement.
\nIf Client uses call recording, voicemail transcription, AI summaries, message archiving, monitoring, or similar features, Client is solely responsible for determining whether one-party, two-party, all-party, or other consent is required in each applicable jurisdiction, including under the California Invasion of Privacy Act and comparable state wiretap or recording laws, and for:
\n\n\n• Providing all legally required notices;
\n• Obtaining all required consents;
\n• Configuring recording settings appropriately;
\n• Complying with state, federal, labor, privacy, and sector-specific rules.
\n
• Determining and applying an appropriate consent standard for interstate, multi-state, mobile, remote-work, and forwarded-call scenarios, including where the parties may be located in different jurisdictions with different consent rules;
\nDove does not determine whether any beep tone, banner script, pre-call announcement, user training, policy, consent workflow, retention setting, or other notice or consent mechanism used by Client is legally sufficient for Client’s recording, transcription, monitoring, archival, or analytics practices, including under the California Invasion of Privacy Act or comparable laws in other jurisdictions, or in interstate, multi-state, remote-work, mobile, forwarded-call, or cross-border scenarios.
\n• Complying with the California Invasion of Privacy Act, other state recording and wiretap laws, federal communications and workplace-monitoring rules, and any interstate, cross-border, out-of-state, or multi-state consent requirements triggered by the location of the caller, callee, user, employee, visitor, customer, or monitored person;
\nClient shall pay all applicable:
\n\n\n• Telecom taxes;
\n• Utility-user taxes;
\n• 911 and 988 fees;
\n• Federal, state, and local surcharges;
\n• Universal service charges;
\n• Carrier cost-recovery charges;
\n• Regulatory recovery fees;
\n• Messaging registration fees;
\n• Porting and activation fees;
\n• Usage-based carrier fees;
\n• Similar governmental or provider-imposed charges.
\n
Such amounts may change over time and may be passed through by Dove as permitted under the Master Services Agreement and Quote.
\nClient shall not use telecom or messaging Services:
\n\n\n• In violation of law or regulation;
\n• To evade carrier rules or traffic restrictions;
\n• For traffic pumping, robocall abuse, snowshoeing, spoofing, phishing, or unlawful campaign activity;
\n• For emergency, life-critical, or high-risk applications where service interruption could reasonably result in death, personal injury, or major property damage, unless expressly agreed by Dove in writing.
\n
This Section applies to alarm systems, intrusion systems, fire-related signal handling where applicable, access control, cameras, video surveillance, video verification, interactive video monitoring, remote viewing, monitoring services, cloud video, cloud access systems, AI-enabled analytics, environmental monitoring, and related physical-security services.
\nDove is not an insurer. The Services are not insurance and are not a substitute for insurance.
\nClient acknowledges that:
\n\n\n• No alarm, surveillance, access control, video analytics, AI, or monitoring solution can guarantee prevention, detection, interruption, or elimination of all incidents, losses, crimes, intrusions, emergencies, or safety events;
\n• Systems and services may fail to detect, classify, identify, verify, or prevent events;
\n• Recordings, clips, images, signals, audio, metadata, and analytics may be incomplete, unavailable, delayed, corrupted, or unusable;
\n• Dispatch, intervention, and emergency response are outside Dove’s control.
\n
Client shall maintain insurance appropriate to its premises, assets, operations, recordings, business interruption risks, cyber risks, privacy risks, and security program.
\nClient is solely responsible for:
\n\n\n• Obtaining and maintaining all required alarm permits, registrations, responder approvals, and site-specific authorizations;
\n• Complying with all AHJ requirements;
\n• Paying all false alarm fines, permit fees, registration fees, inspection fees, and related charges;
\n• Satisfying any enhanced-call-verification or video-verification requirements imposed by law enforcement or other agencies.
\n
Dove may modify, delay, limit, or decline forms of monitoring, dispatch, verification, or response if required by law, AHJ direction, emergency responder policy, carrier constraints, or platform limitations.
\nFor covered California alarm, monitoring, access control, CCTV, or security-related Services, Dove Communications, Inc. maintains California Alarm Company Operator licensing under BSIS ACO License No. 8206, to the extent applicable to the Services provided. Where required by applicable law, Dove personnel performing covered alarm functions will hold the applicable alarm agent registration, qualified manager association, guard card, or other registration required for their assigned role. Upon written request, and to the extent required or permitted by law, Dove will identify applicable licensing or registration information for covered Services.
\nCalifornia contractor licensing information for covered installation, cabling, low-voltage, integration, service, repair, or similar construction-related work, where applicable, is as follows: Dove Communications, Inc. California Contractors State License Board license number: 715876. Client acknowledges that the scope of work authorized under such license may depend on the specific services, trade classification, site conditions, and applicable law, and Dove does not provide legal advice regarding permit, design-professional, or trade-classification requirements for Client’s project.
\nTo the fullest extent permitted by law, and notwithstanding anything to the contrary in the Master Services Agreement or any Quote except to the extent a Quote expressly states a lower cap for the applicable Service, for any claim, loss, damage, or liability arising out of or relating to alarm Services, monitoring Services, video surveillance Services, video verification, remote guarding, dispatch handling, signal transmission, event response, cloud recording, remote viewing, access control, or related physical-security Services, Dove’s aggregate liability shall not exceed the lesser of (a) the total amount of recurring service fees actually paid by Client to Dove for the affected Service during the three (3) months immediately preceding the event giving rise to the claim, or (b) $2,500. This cap applies regardless of the theory of liability and specifically applies to claims involving missed signals, failed or delayed notification, failed or delayed dispatch, false alarm handling, failed video capture or retention, failed recording or playback, communication pathway failure, equipment failure, cloud or monitoring-center outage, responder action or inaction, and alleged failure of the Services to prevent or reduce loss, damage, injury, or interruption.
\nClient acknowledges that the fees charged for the applicable alarm, monitoring, and video-related Services are based on the limited liability set forth in these Service-Specific Terms, that Dove is not an insurer and is not assuming responsibility for the nature or extent of any loss or injury that may occur, and that Client has the option to obtain broader protection through insurance maintained by Client.
\nClient is responsible for:
\n\n\n• All false alarms caused by misuse, poor training, environmental conditions, configuration choices, or customer-side actions;
\n• All fines, penalties, and fees arising from false alarms;
\n• Proper user training, passwords, arming/disarming procedures, and site readiness.
\n
Excessive false alarms, misuse, abuse, tampering, or unsafe use of the Services may constitute a material breach.
\nClient shall provide and keep current:
\n\n\n• Authorized call lists;
\n• Emergency contacts;
\n• Escalation trees;
\n• After-hours contacts;
\n• Access instructions;
\n• Response protocols;
\n• Passwords, passphrases, and validation procedures;
\n• Opening and closing schedules where applicable.
\n
Dove may rely on the most recent information in its records and is not responsible for delays, failed contact attempts, or incorrect outcomes caused by outdated or incomplete customer information.
\nWhere monitoring or event handling is included, Dove or its monitoring partners may use reasonable efforts consistent with the selected service and written response protocol, but Dove does not guarantee:
\n\n\n• That any signal, clip, image, audio event, or analytic event will be received;
\n• That an event will be correctly interpreted;
\n• That an emergency condition will be recognized;
\n• That Client or any listed contact will be reached;
\n• That emergency personnel will be notified;
\n• That emergency personnel will respond, arrive on time, or take any particular action;
\n• That any video, signal, or clip will satisfy verification requirements;
\n• That intervention or talk-down will occur or be effective.
\n
Client acknowledges that emergency responders, law enforcement, fire departments, guard services, and other responders:
\n\n\n• May refuse to respond;
\n• May delay response;
\n• May require permits or enhanced verification;
\n• May rely on their own policies and discretion;
\n• May force entry or cause property damage;
\n• May not accept video or analytics as sufficient verification.
\n
Dove is not liable for responder action, inaction, delay, refusal, forced entry, property damage, bodily injury, or failure to prevent loss.
\nMonitoring, cloud video, cloud recording, remote access, hosted access control, hosted analytics, mobile apps, and related functionality may depend on third-party monitoring centers, cloud platforms, recording providers, manufacturers, carriers, app providers, and other third parties.
\nDove does not guarantee:
\n\n\n• Continuous availability of any monitoring center, cloud platform, or mobile application;
\n• Uninterrupted remote access or viewing;
\n• Successful retention, retrieval, playback, or export;
\n• Chain of custody;
\n• Evidentiary integrity;
\n• Compatibility with all networks or devices;
\n• That third-party providers will maintain features, APIs, or support.
\n
Monitoring Event Limits and Overage Charges. Third-Party monitoring centers impose limits on the number and type of events included in the base monitoring fee for each account. Events subject to monitoring center usage limits or per-event charges may include, without limitation: alarm signals, supervisory signals, trouble signals, test signals (including 24-hour, weekly, and monthly timer tests), open/close reports, runaway or excessive repeated signals, video activations, video verification events, live talk-down sessions, dispatch requests, false alarm events, cellular data usage, data overages, and any other signal or event processed by the monitoring center or its third-party connectivity platforms.
\nThird-Party monitoring centers and their connectivity vendors (including but not limited to AlarmNet, Connect24, Telguard, CHeKT, Videofied, CMS, Verkada, Rapid Response, TMS (Total Monitoring Service), and similar platforms) may also impose charges for add-on services, upgraded service tiers, radio or cellular connectivity, internet monitoring, IP account monitoring, video monitoring (including per-camera and per-activation tiers), AES radio service, elevator or emergency line monitoring, interactive services, GPS tracking, data plans, and other supplemental services required to support Client’s monitoring configuration.
\nIf Client’s monitored location generates events, activations, data usage, or service consumption exceeding the volume, tier, or allocation specified in the applicable Quote or the monitoring center’s standard included allocation, Dove may pass through to Client all additional per-event, per-signal, per-activation, per-camera, per-dispatch, data overage, tier upgrade, and other usage-based charges assessed by the monitoring center or its connectivity vendors, plus Dove’s reasonable administrative fee. Dove will use commercially reasonable efforts to notify Client of excessive event activity or data usage, but Client is solely responsible for addressing the underlying cause of excessive alarms, false alarms, runaway signals, repeated signals, or data consumption. Continued excessive event volume or data usage may result in automatic plan upgrades, monitoring center surcharges, fines, account suspension, or service restrictions imposed by the monitoring center, connectivity vendor, or applicable jurisdiction, for which Dove is not responsible.
\nSpecific event allocations, data allowances, video activation tiers, and applicable overage rates will be set forth in the applicable Quote or communicated to Client at the time of service activation. Client acknowledges that monitoring center and connectivity vendor pricing is subject to change, and Dove may adjust monitoring-related fees in accordance with MSA §7.4 (Third-Party Price Increases and Pass-Through Charges).
\nClient Testing and Issue Notification. Client is solely responsible for regularly testing all alarm, monitoring, video, and security equipment to ensure proper signal transmission to the applicable monitoring center. Client must test the system promptly after initial installation, after any service, repair, reprogramming, firmware update, communication pathway change, or relocation of equipment. Client must immediately notify Dove in writing of any system malfunction, communication failure, false alarm pattern, signal transmission issue, or any condition that may affect the monitoring center’s ability to receive and process signals. Dove is not responsible for monitoring failures attributable to Client’s failure to test, maintain, or promptly report issues with the system, communication pathway, or equipment.
\nMonitoring Center Right to Suspend, Place on Test, or Discontinue Service. Third-Party monitoring centers reserve the right, in their sole discretion, to place any account on test mode, transition an account to a different service type, or place an account out of service if the account generates excessive, runaway, or unresolved alarm activity, false alarms, or repeated signals that are not corrected within a reasonable time after notice. Monitoring centers may also suspend or discontinue service for accounts with improper panel programming, incompatible signal formats, undefined or unrecognized signals, failed communication pathways, or non-payment by Dove attributable to Client’s non-payment. Client acknowledges that Dove has no control over the monitoring center’s decision to suspend, restrict, or discontinue monitoring for any account, and Dove is not liable for any loss, damage, or consequence arising from such suspension or discontinuation.
\nMonitoring Center Liability Limitations — Pass-Through. Client acknowledges that each Third-Party monitoring center operates under its own agreement with Dove, and that such agreements contain significant limitations on the monitoring center’s liability, including but not limited to: maximum liability caps (which may be as low as $500 per occurrence), broad disclaimers of warranties, exclusions of indirect, incidental, special, consequential, and punitive damages, one-year statutes of limitations for claims, releases and waivers of subrogation, indemnification obligations imposed on Dove (as the dealer), and limitations on the monitoring center’s duty to respond to, verify, or dispatch on alarm signals. These monitoring center liability limitations are incorporated by reference and pass through to Client to the same extent they apply between Dove and the monitoring center. In no event shall Dove’s liability to Client for any claim arising out of or relating to monitoring services exceed the lesser of (a) the liability cap set forth in the applicable monitoring center agreement between Dove and the monitoring center, or (b) the monitoring-related liability cap set forth in Section 24 of the MSA and this Service-Specific Terms. Client’s sole recourse for monitoring center failures is limited to any credits, remedies, or refunds that the monitoring center actually provides to Dove, which Dove will pass through to Client where available.
\nSecurity and monitoring services may depend on one or more communication pathways, including:
\n\n\n• Internet;
\n• Wired telephone;
\n• Cellular;
\n• Radio;
\n• Broadband;
\n• LAN/WAN infrastructure;
\n• On-premises storage or head-end equipment.
\n
Signals, video, audio, clips, metadata, and commands may fail or degrade because of:
\n\n\n• Pathway outages;
\n• Congestion;
\n• Poor bandwidth;
\n• Weather;
\n• Electrical events;
\n• Carrier de-prioritization;
\n• Obsolete pathways;
\n• Changes in carrier or FCC requirements;
\n• Disabled or suspended services.
\n
Client is responsible for paying for and maintaining required communication pathways and related services unless expressly included in a Quote.
\nMonitoring, recording, access control, analytics, remote access, and alarm signaling may not function during:
\n\n\n• Power failures;
\n• Battery failures;
\n• Internet Service Provider (ISP) outages;
\n• Local network outages;
\n• Switch, router, firewall, or server failures;
\n• Cloud outages;
\n• Storage failures;
\n• Customer-side reconfiguration;
\n• Equipment tampering;
\n• Environmental interference.
\n
Client is solely responsible for:
\n\n\n• Lawful camera placement;
\n• Lawful audio use, recording, interception, transcription, monitoring, and analytics;
\n• Appropriate signage and disclosures;
\n• All required notices and consents for video, audio, recording, monitoring, analytics, biometric, and related processing;
\n• All employment, workplace, visitor, tenant, and consumer notices;
\n• Avoiding use where a person has a reasonable expectation of privacy;
\n• Ensuring the Services are not used for unlawful surveillance, discrimination, harassment, invasion of privacy, or other unlawful purposes.
\n
If Client operates across multiple states or jurisdictions, Client is solely responsible for determining which notice, consent, labor, tenant, biometric, surveillance, recording, or privacy rules apply at each site and for each monitored interaction.
\nDove does not determine whether Client’s use of cameras, audio, video, analytics, biometrics, or recordings complies with law.
\nUnless expressly stated in a Quote:
\n\n\n• Retention periods and cloud availability are not guaranteed;
\n• Export, retrieval, and playback success are not guaranteed;
\n• Chain of custody is not guaranteed;
\n• Recordings may not be complete or admissible;
\n• Metadata and timestamps may vary;
\n• Cloud retention may depend on subscription level, bandwidth, health of local devices, storage availability, vendor policy, account status, and vendor-side deletion or overwrite practices.
\n
Dove is not responsible for loss of evidentiary value, inability to export, inability to retrieve or play back recordings, overwritten data, vendor-deleted data, incomplete clips, or failure of law enforcement, insurers, employers, or courts to accept any recording or analytic output.
\nSecurity-related analytics, image review, filtering, automation, and AI-enabled features may generate:
\n\n\n• False positives;
\n• False negatives;
\n• Hallucinations;
\n• Misclassifications;
\n• Delayed or inconsistent outputs.
\n
Such tools may assist with event review or workflow but do not guarantee:
\n\n\n• Correct identification;
\n• Prevention of loss;
\n• Dispatch;
\n• Deterrence;
\n• Intervention;
\n• Evidentiary sufficiency.
\n
Client is responsible for:
\n\n\n• Issuing, revoking, and managing cards, fobs, mobile credentials, PINs, access groups, schedules, and permissions;
\n• Protecting credentials from misuse;
\n• Promptly removing access for terminated or unauthorized persons;
\n• Validating identity and authority of all users;
\n• Maintaining accurate door schedules and user lists.
\n
Dove is not liable for unauthorized use caused by lost credentials, customer-side access decisions, tailgating, piggybacking, credential sharing, or failure to revoke access.
\nClient shall provide and maintain a suitable environment for the Services, including:
\n\n\n• Adequate lighting;
\n• Clear camera views;
\n• Sufficient bandwidth;
\n• Suitable storage;
\n• Environmental protection;
\n• Secure head-end or equipment areas;
\n• Lawful premises access;
\n• Unobstructed mounting locations;
\n• Reasonable maintenance of the premises.
\n
Outdoor and harsh-environment deployments are inherently affected by lighting, weather, glare, dust, insects, vibration, temperature swings, humidity, and similar conditions outside Dove’s control.
\nUnless expressly included in a Quote, Client is responsible for routine end-user testing, site inspection, operational verification, and customer-side maintenance.
\nClient shall promptly report malfunctions, communication failures, site changes, door hardware issues, power issues, and environmental changes affecting the Services.
\nSubscription-Based Services. Many cloud-camera, access-control, video-monitoring, and security-platform Services (including Eagle Eye Networks, Verkada, Brivo, Alarm.com, and similar platforms) require an active subscription, license, or recurring service fee to operate. Subscription fees include licensing, ongoing software updates, platform development, and access. Cameras, controllers, and devices may not function, may be unable to record, or may lose cloud or remote access if the subscription lapses, is suspended, is canceled, or is not renewed. Client is responsible for maintaining all required subscriptions for the duration the Services are needed.
\nStatic IP and Network Requirements. Many camera, access-control, alarm-monitoring, and remote-management Services require a static IP address, port forwarding, specific firewall rules, sufficient upload bandwidth, or VLAN configuration for connectivity, monitoring, and remote access. Procuring and maintaining the required network configuration, IP addressing, internet bandwidth, and ISP relationship is Client’s responsibility unless Dove expressly agrees otherwise in writing. Loss of static IP, ISP changes, network reconfiguration by Client or third parties, or insufficient bandwidth may interrupt or disable the Services.
\nSmartphone, Mobile App, and OS Compatibility. Smartphone or tablet access to camera, alarm, access-control, or VoIP Services requires cellular data or Wi-Fi connectivity and a compatible mobile operating system version. Compatibility with specific Android, iOS, or other mobile operating system versions is determined by the third-party platform or app provider and may change without notice. Older devices, unsupported operating system versions, jailbroken or rooted devices, beta operating systems, and certain mobile carriers may not be compatible. Dove is not responsible for app, OS, push-notification, or device-compatibility issues outside its control.
\nLive View vs. Active Monitoring. Unless the Quote expressly includes active monitoring, video verification, remote guarding, or central-station services, video-surveillance and camera Services provide Client-accessed live view and recorded playback only. “Live view” means Client may access live and recorded video through smart devices or web portals; it does NOT include 24/7 active monitoring, dispatch, response, or video verification by Dove or any monitoring center. Active monitoring, remote guarding, talk-down, video verification, or response services must be expressly stated in the Quote to be included.
\nDefault Feature Programming. Quoted pricing includes default factory or manufacturer-recommended feature programming for the products quoted. Custom programming, advanced configurations, special integrations, custom workflows, custom analytics rules, custom event triggers, custom user roles, advanced reporting, AHJ-specific configurations, or any non-default feature programming is not included in the base Quote and will be billed separately at Dove’s then-current rates or by change order.
\nBecause security and monitoring services cannot eliminate risk, Client shall maintain commercially reasonable insurance, including as appropriate:
\n\n\n• Property insurance;
\n• Business interruption insurance;
\n• Cyber/privacy coverage;
\n• Media liability;
\n• General liability; • Errors and omissions (E&O) insurance;
\n• Workers’ compensation and employer’s liability where applicable;
\n• Any other coverage reasonably appropriate for Client’s premises and risk profile.
\n
This Section applies to managed IT services, managed services, help desk, network administration, endpoint management, server management, patching, monitoring, cloud administration, backup-related services, security tooling, co-managed environments, remote support, and related cybersecurity or computer-network services.
\nClient acknowledges that secure, available, and resilient IT operations require shared responsibility.
\nDove may provide recommendations, tools, monitoring, maintenance, or response services, but Client remains responsible for:
\n\n\n• Executive oversight and internal approvals;
\n• User conduct;
\n• Policy decisions;
\n• Data classification;
\n• Access approvals;
\n• Legal and regulatory obligations;
\n• Selecting acceptable risk tolerances;
\n• Implementing business continuity processes and any customer-side controls not expressly included in a Quote.
\n
No technology or managed service is fully effective against all malware, ransomware, social engineering, credential theft, insider misuse, zero-day exploitation, vendor-side compromise, cloud outages, configuration errors, or data loss.
\nDove does not guarantee that:
\n\n\n• Cyber incidents will be prevented, detected, quarantined, or remediated;
\n• All malicious activity will be blocked;
\n• All impacted data will be recoverable;
\n• All outages will be avoided;
\n• All vulnerabilities will be identified;
\n• All recovery objectives or restoration expectations will be met unless expressly stated in writing.
\nDove is not responsible, liable, or accountable for any cyber incident, security breach, data loss, ransomware attack, malware infection, phishing compromise, unauthorized access, service outage, system failure, or data corruption that occurs in Client’s environment, regardless of whether Dove was providing managed IT, cybersecurity, monitoring, cloud, network, or related services at the time of the incident. Dove’s provision of managed services does not make Dove a guarantor, insurer, or warrantor of Client’s security posture, and the occurrence of a security incident does not, by itself, establish that Dove failed to perform its obligations or breached the applicable standard of care.
\nClient agrees that Dove shall not be named as a defendant, co-defendant, third-party defendant, or responsible party in any lawsuit, claim, demand, arbitration, regulatory proceeding, class action, or other legal or administrative action arising out of or relating to a cyber incident, data breach, data loss, privacy violation, or security failure affecting Client’s environment, except where a court of competent jurisdiction finally determines that the incident was solely and directly caused by Dove’s gross negligence or willful misconduct. Client agrees to defend, indemnify, and hold harmless Dove from any such claim, action, or proceeding, including all attorneys’ fees, costs, damages, and expenses.\n
\n
Unless expressly included in a Quote and specifically identified by service scope, frequency, retention, and covered systems:
\n\n\n• Dove does not provide a full disaster recovery solution or a comprehensive backup program;
\n• Basic backups, snapshots, synchronization tools, mirrored storage, or platform-native backup features are not a substitute for a dedicated backup and disaster recovery program;
\n• Data integrity verification, retention validation, recovery testing, immutable-copy strategies, point-in-time objectives, restoration procedures, and business continuity planning may be outside scope.
\n
Client remains responsible for validating that its backup, retention, recovery, restore-testing, continuity, resilience, source-system coverage, credential security, immutable-copy strategy, off-site replication, and business interruption measures satisfy its legal, contractual, operational, and business requirements.
\nDove does not guarantee that any backup will run on schedule, capture all data, remain free from corruption, satisfy any particular recovery point objective or recovery time objective, or be recoverable after ransomware, deletion, credential compromise, encryption, vendor failure, retention expiration, customer-side changes, administrator error, source-data corruption, excluded workloads, or limitations in third-party or platform-native backup functionality.
\nDove may install or facilitate updates, patches, hotfixes, service packs, firmware updates, configuration changes, security mitigations, emergency mitigations, and vendor-recommended changes as part of the Services, subject to the scope of the applicable Quote, maintenance windows, Client dependencies, and third-party platform limitations.
\nClient acknowledges that:
\n\n\n• Patches and updates are created by third parties;
\n• Updates may introduce incompatibility, downtime, regressions, changed functionality, or failed integrations;
\n• Dove cannot guarantee that any patch or update will perform as intended;
\n• Dove may delay, sequence, or defer installation where compatibility, operational stability, maintenance-window, approval, or other reasonably warranted concerns justify caution;
\n• Unsupported devices, inaccessible systems, vendor limitations, or customer refusals may limit patching effectiveness.
\n
If Client delays, declines, or restricts recommended patches, updates, replacements, mitigations, or maintenance windows, Client assumes the resulting risks, and Dove is not responsible for vulnerabilities, instability, compatibility issues, outages, or losses attributable to that delay, decline, or restriction.
\nClient understands that unsupported, obsolete, end-of-life, or legacy hardware and software may create instability, vulnerabilities, or integration problems.
\nIf Client elects to keep such devices or software in the environment, Dove may:
\n\n\n• Exclude them from coverage;
\n• Limit service obligations;
\n• Require special pricing;
\n• Require replacement as a condition to continued service.
\n
Dove is not responsible for issues arising from the continued use of unsupported or legacy systems.
\nDove strongly discourages uncontrolled administrative, privileged, global, tenant, domain, local administrator, super-user, break-glass, emergency, shared, or root access by persons outside Dove’s managed process.
\nIf Client grants, retains, shares, duplicates, or requires such access for Client personnel, another MSP, another consultant, a vendor, or any other third party, or if Client withholds exclusive administrative control needed for Dove to implement agreed safeguards, then:
\n\n\n• Client assumes responsibility for the risks associated with such access, including credential compromise, unauthorized changes, privilege misuse, and disputed approvals;
\n• Dove may limit service commitments;
\n• Dove may rely on its own records to determine whether an action was performed or authorized by Dove;
\n• Dove is not responsible for issues traceable to non-Dove administrative activity, customer-controlled privileged credentials, or third-party changes except to the extent expressly caused by Dove.
\n
In co-managed environments, Dove is not responsible for the acts, omissions, judgments, security posture, or changes made by:
\n\n\n• Internal IT personnel;
\n• Customer administrators;
\n• Other MSPs;
\n• Software vendors;
\n• Cloud administrators;
\n• Security consultants;
\n• Telecom providers;
\n• Infrastructure providers.
\n
Where overlapping responsibilities exist, Client must ensure clear allocation of ownership. Unless expressly stated otherwise in writing, Dove may rely on Client-designated owners for decision-making and approvals.
\nManaged and cybersecurity services may depend on third-party tools, SaaS platforms, cloud providers, hosting providers, hyperscalers, endpoint tools, identity services, firewalls, SIEM platforms, ticketing systems, remote access tools, monitoring agents, marketplaces, and other third-party infrastructure or software services.
\nDove does not guarantee uninterrupted availability, compatibility, pricing stability, feature continuity, API continuity, or security posture of third-party tools or cloud services.
\nUnless expressly included in a Quote, incident response services are limited.
\nMonitoring, alerts, and detection features do not necessarily include:
\n\n\n• Forensic investigation;
\n• Breach notification analysis;
\n• Legal privilege coordination;
\n• Malware eradication;
\n• Rebuild or restoration work;
\n• Executive reporting;
\n• Regulatory reporting;
\n• Evidence preservation;
\n• Tabletop exercises;
\n• Communications strategy.
\n
Additional response or remediation work may be out of scope and separately billable.
\nDove’s services may support Client’s efforts but are not, by default, a legal or regulatory compliance solution.
\nClient remains responsible for determining whether its environment, policies, controls, retention settings, logs, alerts, backups, authentication controls, encryption choices, surveillance practices, and telecom practices comply with applicable law, contract obligations, cyber-insurance conditions, and internal policies.
\nDove may deploy remote access tools, software agents, monitoring tools, scripts, management platforms, update tools, or security agents to deliver the Services.
\nClient authorizes Dove to install, configure, update, and remove such tools as reasonably necessary to provide the Services, subject to the scope of the applicable Quote.
\nClient shall not disable, tamper with, or interfere with such tools without Dove’s consent if doing so would impair service delivery.
\nClient acknowledges that Dove’s MSP, cybersecurity, cloud, and related managed services are limited to the specific systems, environments, tenants, subscriptions, devices, tools, and workflows expressly identified in the applicable Quote. Unless expressly stated otherwise in a Quote, Dove is not responsible for uncovering every misconfiguration, monitoring every log source, maintaining every asset, administering every cloud setting, reviewing every alert, or supporting shadow IT, personal devices, unapproved applications, unsupported integrations, or assets outside Dove’s documented management scope.
\nClient is responsible for:
\n\n\n• Maintaining valid licenses, subscriptions, and entitlements for customer-owned software and systems unless expressly provided by Dove;
\n• Ensuring supported hardware, supported operating systems, and minimum technical requirements are met;
\n• Timely renewing required software, certificates, domains, subscriptions, and support contracts;
\n• Implementing customer-side security and operational recommendations where required to maintain supportability.
\n
If Client does not meet minimum requirements, Dove may suspend, limit, or reprice affected services.
\nClient remains responsible for:
\n\n\n• The legality of data submitted to or processed within the environment;
\n• Data classification and retention decisions;
\n• Obtaining required rights and consents for data Dove accesses or processes;
\n• Complying with privacy, employment, and sector-specific obligations.
\n
Unless expressly agreed by Dove in writing, MSP, cybersecurity, backup, and cloud services are not designed or warranted for environments where failure could reasonably be expected to result in death, bodily injury, or catastrophic property or environmental damage.
\nDove does not provide cybersecurity monitoring, endpoint protection, threat detection, vulnerability management, penetration testing, security assessments, security operations center (SOC) services, incident response, managed detection and response (MDR), security information and event management (SIEM), data loss prevention, email security, identity and access management, or any other cybersecurity-related services unless expressly identified and described in an accepted Quote. The inclusion of general managed IT, MSP, help desk, network administration, patching, backup, cloud administration, or similar services in a Quote does not imply or include any cybersecurity service unless the Quote specifically identifies and prices cybersecurity services. Client is solely responsible for procuring its own cybersecurity protections if cybersecurity services are not expressly included in the applicable Quote.
\nEven where Dove provides cybersecurity-related services under an accepted Quote, Client acknowledges and agrees that:
\n• No cybersecurity service, tool, platform, software, monitoring solution, or managed security program can guarantee prevention, detection, or containment of all cyber threats, attacks, breaches, intrusions, ransomware, malware, phishing, social engineering, insider threats, zero-day exploits, advanced persistent threats, data exfiltration, denial-of-service attacks, credential compromise, or other security incidents;
\n• Dove does not guarantee, warrant, or represent that Client’s systems, networks, data, endpoints, cloud environments, applications, or users will be secure, breach-free, or free from unauthorized access, even when Dove’s cybersecurity services are active and functioning as designed;
\n• Dove’s cybersecurity services are limited to the specific scope, tools, environments, and coverage levels described in the applicable Quote, and do not extend to systems, networks, devices, cloud tenants, applications, or users not expressly covered;
\n• Dove is not an insurer, guarantor, or indemnitor against cyber losses, data breaches, regulatory fines, privacy violations, business interruption, reputational harm, or other consequences of security incidents, regardless of whether Dove’s cybersecurity services were active at the time of the incident;
\n• Client is solely responsible for maintaining cyber insurance, data breach insurance, business interruption insurance, errors and omissions insurance, and any other insurance coverage appropriate for Client’s risk profile, regulatory obligations, and industry requirements.
\nTo the maximum extent permitted by applicable law, Client agrees to defend, indemnify, and hold harmless Dove Communications, Inc., its officers, directors, employees, agents, subcontractors, and affiliates from and against any and all claims, demands, actions, suits, proceedings, losses, damages, liabilities, costs, and expenses (including reasonable attorneys’ fees and costs of litigation or arbitration) arising out of or relating to any security incident, data breach, cyberattack, ransomware event, unauthorized access, data loss, data exfiltration, privacy violation, regulatory investigation, regulatory fine, or other cyber-related event affecting Client’s systems, networks, data, or operations, regardless of whether Dove provided managed IT, cybersecurity, cloud, network, or related services to Client at the time of the incident, except to the extent a court of competent jurisdiction finally determines that the incident was solely and directly caused by Dove’s gross negligence or willful misconduct.
\nThis indemnification and hold harmless obligation applies whether the security incident arises from: Client’s own acts or omissions; Client’s employees, contractors, users, or vendors; third-party threat actors; social engineering or phishing; Client’s failure to implement Dove’s recommendations; Client’s failure to maintain adequate insurance; Client’s failure to patch, update, or maintain systems within Client’s control; Client’s failure to restrict administrative access; shadow IT or unapproved applications; or any other cause not solely attributable to Dove’s gross negligence or willful misconduct.
\nClient further agrees that Dove’s total liability for any claim arising out of or relating to cybersecurity services, managed IT services, or related services is subject to and limited by the liability caps set forth in MSA §24 (Limitation of Liability), and that Client waives and releases all claims exceeding those caps.
\nDove is not responsible, liable, or in any way accountable for the actions, conduct, content access, content usage, communications, transmissions, downloads, uploads, storage, or online activity of Client, Client’s employees, contractors, agents, authorized users, guests, visitors, tenants, or any other person who accesses Client’s network, systems, devices, internet connection, Wi-Fi, VPN, cloud environments, email, applications, or any technology infrastructure managed, supported, monitored, or provided by Dove.
\nWithout limiting the foregoing, Dove is not responsible for:
\n• Any access to, viewing, downloading, uploading, streaming, sharing, distribution, or storage of adult content, obscene material, offensive content, defamatory content, discriminatory material, harassing or threatening communications, violent or extremist material, illegal content, or otherwise objectionable material by Client, Client’s employees, contractors, guests, visitors, or any user of Client’s systems or network;
\n• Any access to or use of gambling, gaming, cryptocurrency, darknet, peer-to-peer, file-sharing, social media, streaming, or other websites, platforms, applications, or services, whether legal or illegal, by any user of Client’s systems or network;
\n• Any security incident, data breach, malware infection, ransomware attack, phishing compromise, credential theft, unauthorized access, or other cyber event caused by, contributed to, or facilitated by the actions, negligence, or misconduct of Client, Client’s employees, contractors, guests, visitors, or any user of Client’s systems or network, including but not limited to clicking malicious links, opening infected attachments, sharing credentials, disabling security tools, bypassing security controls, connecting unauthorized devices, installing unapproved software, or failing to follow Dove’s security recommendations;
\n• Any violation of law, regulation, company policy, acceptable use policy, employment law, privacy law, intellectual property law, export control, or industry regulation arising from user conduct on Client’s systems or network;
\n• Any claim, demand, fine, penalty, investigation, enforcement action, lawsuit, or regulatory proceeding brought against Client or Dove by any person, entity, government agency, regulatory body, or law enforcement authority arising from user conduct, content usage, or security incidents on Client’s systems or network.
\nClient is solely responsible for establishing, implementing, communicating, and enforcing its own acceptable use policies, content filtering policies, internet usage policies, employee conduct policies, guest access policies, network access controls, and security awareness training. Even where Dove provides content filtering, web filtering, DNS filtering, firewall management, endpoint protection, email filtering, or similar tools as part of a managed service, such tools cannot block or filter all objectionable, illegal, or malicious content, and Dove does not guarantee that any filtering or security tool will be fully effective.
\nClient agrees to defend, indemnify, and hold harmless Dove from and against any and all claims, losses, damages, liabilities, costs, and expenses (including attorneys’ fees) arising out of or relating to the conduct, content usage, or online activity of Client, Client’s employees, contractors, guests, visitors, or any user of Client’s systems, network, or technology infrastructure.
\nThis Section applies to AI-enabled, generative AI, machine learning, automated decision-support, summarization, transcription, analytics, anomaly detection, event classification, content generation, image analysis, monitoring, recommendation, or workflow tools provided, embedded, facilitated, or supported by Dove.
\nClient acknowledges that AI outputs may be:
\n\n\n• Incomplete;
\n• Inaccurate;
\n• Stale;
\n• Misleading;
\n• Biased;
\n• Non-explainable;
\n• Inconsistent;
\n• Hallucinated;
\n• Inappropriate for the intended use.
\n
Dove does not warrant or guarantee the accuracy, completeness, fairness, legality, explainability, reliability, or suitability of any AI output.
\nAI systems may generate:
\n\n\n• False positives;
\n• False negatives;
\n• Misidentifications;
\n• Omissions;
\n• Fabricated content;
\n• Unsupported inferences;
\n• Biased or skewed results.
\n
These issues may arise from model design, training data, thresholds, environmental conditions, prompts, incomplete inputs, changing platform behavior, or third-party provider updates.
\nAI outputs are tools only and are not a substitute for:
\n\n\n• Human review;
\n• Managerial judgment;
\n• Legal advice;
\n• Security decision-making;
\n• Emergency response judgment;
\n• Professional engineering or technical analysis;
\n• Employment or disciplinary review;
\n• Regulatory compliance analysis.
\n
Client shall review, validate, and independently assess AI-assisted outputs before relying on them for material decisions.
\nClient is solely responsible for:
\n\n\n• All prompts, instructions, training inputs, uploaded content, and data submitted to AI-enabled services;
\n• Reviewing outputs before use;
\n• Determining whether use of AI is lawful and appropriate for its business;
\n• Implementing policies and safeguards for employee and end-user use of AI;
\n• Obtaining all required rights, consents, and notices for any data used with AI-enabled services.
\n
AI-enabled services may rely on third-party models, platforms, vendors, or upstream services. Those providers may:
\n\n\n• Retrain models;
\n• Change output behavior;
\n• Modify safety controls;
\n• Add or remove features;
\n• Change data handling, retention, training, or human-review practices;
\n• Suspend or discontinue services;
\n• Impose new usage restrictions;
\n• Change pricing.
\n
Dove is not responsible for such third-party changes beyond Dove’s direct control.
\nClient shall not use AI-enabled services for prohibited or sensitive purposes in violation of law or policy, including where such use would improperly process sensitive personal information, biometric data, health information, confidential recordings, regulated data, employment-screening data, or other protected data without appropriate safeguards, human review, and legal authorization.
\nClient shall not rely solely on AI-enabled outputs for legal determinations, employment actions, emergency decisions, disciplinary decisions, credit decisions, eligibility determinations, security response, or other high-impact decisions without appropriate human review and independent judgment.
\nWhere AI is used for monitoring, security, messaging review, anomaly detection, event scoring, or analytics, Dove does not guarantee that AI will correctly detect, classify, escalate, prioritize, or prevent any event, incident, threat, or business issue.
\nClient acknowledges that AI technologies evolve rapidly and may become obsolete, restricted, or legally constrained. Dove may modify, suspend, replace, or discontinue AI-enabled features where commercially, technically, legally, or operationally necessary.
\nClient is solely responsible for establishing and enforcing its own governance, review, approval, disclosure, testing, escalation, and acceptable-use rules for AI-enabled features; determining whether any AI-assisted workflow is appropriate for regulated, high-impact, customer-facing, employment-related, safety-related, evidentiary, or legally significant use; and ensuring that appropriate human oversight is applied before relying on AI-generated or AI-assisted outputs. Dove does not undertake to monitor evolving AI-specific laws, regulations, guidance, or industry frameworks on Client’s behalf, and Client assumes the risks arising from its selection, enablement, or use of AI-enabled features except to the extent expressly stated in a Quote.
\nDove does not provide artificial intelligence, machine learning, generative AI, automated analytics, AI-enabled monitoring, transcription, summarization, content generation, anomaly detection, event classification, image analysis, or any other AI-related services unless expressly identified and described in an accepted Quote. The inclusion of managed IT, cybersecurity, monitoring, cloud, help desk, or similar services in a Quote does not imply or include any AI service unless the Quote specifically identifies and prices AI-related services. Client is solely responsible for procuring its own AI tools and services if AI is not expressly included in the applicable Quote.
\nDove is not responsible, liable, or accountable for any loss, damage, claim, fine, penalty, injury, business interruption, reputational harm, regulatory action, or other consequence arising from or related to:
\n• Any AI output, recommendation, classification, summary, transcription, detection, alert, score, prediction, or generated content that is inaccurate, incomplete, misleading, biased, hallucinated, delayed, or otherwise deficient;
\n• Any decision made by Client, Client’s employees, contractors, or agents in reliance on AI outputs, whether or not Dove recommended or facilitated the AI tool or service;
\n• Any AI-generated content that is offensive, defamatory, discriminatory, infringing, legally noncompliant, or otherwise harmful;
\n• Any failure of AI to detect, classify, prevent, escalate, or respond to a threat, incident, anomaly, or event;
\n• Any regulatory investigation, fine, enforcement action, or lawsuit arising from Client’s use of AI tools or AI-generated outputs, including claims under privacy laws, anti-discrimination laws, employment laws, consumer protection laws, or industry-specific regulations;
\n• Any third-party AI provider outage, model change, API deprecation, pricing change, feature removal, security incident, or discontinuation of service.
\nDove’s provision of AI-related services does not make Dove a guarantor, insurer, warrantor, or fiduciary with respect to AI outputs, and the occurrence of an AI-related error or incident does not, by itself, establish that Dove failed to perform its obligations.
\nTo the maximum extent permitted by applicable law, Client agrees to defend, indemnify, and hold harmless Dove Communications, Inc., its officers, directors, employees, agents, subcontractors, and affiliates from and against any and all claims, demands, actions, suits, proceedings, losses, damages, liabilities, costs, and expenses (including reasonable attorneys’ fees) arising out of or relating to:
\n• Client’s use of, reliance on, or decisions based on AI outputs, AI-generated content, AI recommendations, or AI-enabled tools provided, facilitated, or supported by Dove;
\n• Client’s failure to implement appropriate human review, oversight, governance, or validation of AI outputs before acting on them;
\n• Client’s deployment, configuration, or use of AI tools in a manner that violates applicable law, regulation, or third-party rights;
\n• Any claim by Client’s employees, contractors, customers, users, or third parties arising from AI-generated outputs, automated decisions, or AI-assisted processes;
\n• Any regulatory investigation, fine, or enforcement action arising from Client’s use of AI services.
\nThis indemnification applies regardless of whether Dove provided, recommended, configured, or managed the AI tool or service, except where a court of competent jurisdiction finally determines that the harm was solely and directly caused by Dove’s gross negligence or willful misconduct. Dove’s total liability for any AI-related claim is subject to the liability caps in MSA §24.
\nIn addition to any rights under the Master Services Agreement or Quote, Dove may suspend, restrict, disable, or limit affected Services if Dove reasonably believes that:
\n\n\n• Client is using the Services unlawfully;
\n• Client is violating carrier, platform, provider, or acceptable use rules;
\n• Continued service creates security, fraud, abuse, privacy, or legal risk;
\n• Emergency communication or monitoring records are inaccurate or unsafe;
\n• Client has failed to maintain required prerequisites, permits, notices, consents, registrations, or technical minimums;
\n• An upstream provider has suspended, blocked, or restricted applicable functionality.
\n
Without limiting any indemnity obligations in the Master Services Agreement, Client shall defend, indemnify, and hold harmless Dove and its affiliates, personnel, subcontractors, licensors, carriers, monitoring partners, and upstream providers from claims arising from or relating to:
\n\n\n• Client’s failure to maintain accurate E911 or call list information;
\n• Client’s messaging consent, campaign, content, opt-in, opt-out, or telecom compliance failures;
\n• Client’s recording, surveillance, biometric, privacy, employment, CIPA, or notice and consent failures;
\n• Client’s misuse of access control, video, AI, or remote access;
\n• Unlawful or noncompliant use of the Services by Client or its users;
\n• Customer-furnished data, prompts, content, or instructions.
\n• Any cybersecurity incident, data breach, ransomware attack, malware infection, phishing compromise, credential theft, unauthorized access, data exfiltration, or other security event affecting Client’s systems, networks, data, or operations, regardless of whether Dove was providing managed IT, cybersecurity, monitoring, or related services at the time of the incident;
\n• Client’s failure to implement Dove’s security recommendations, apply patches or updates, maintain adequate cybersecurity insurance, restrict administrative access, train employees on security awareness, or address known vulnerabilities;
\n• Security incidents caused by or contributed to by Client’s employees, contractors, guests, visitors, vendors, or any user of Client’s systems or network, including clicking malicious links, sharing credentials, disabling security tools, connecting unauthorized devices, or installing unapproved software;
\n• Any regulatory investigation, fine, penalty, enforcement action, or third-party claim arising from a security incident or data breach in Client’s environment;
\n• Content accessed, downloaded, uploaded, stored, or transmitted by Client, Client’s employees, contractors, guests, or users on Client’s systems or network, including adult content, illegal material, infringing content, or otherwise objectionable material.
\n
All provisions of these Service-Specific Terms that by their nature should survive termination will survive, including provisions concerning payment obligations, indemnity, liability allocation, privacy and recording responsibilities, use restrictions, accrued charges, and rights relating to third-party fees, subscriptions, and committed procurements.
\nBy accepting the applicable Quote, Client acknowledges that:
\n\n\n\n"},"alarm":{"title":"Alarm and Security Addendum","html":"\n\n• It has reviewed, or had a reasonable opportunity to review, these Service-Specific Terms;
\n• Only the sections applicable to the services ordered will apply;
\n• The Services involve technical, operational, legal, and third-party dependencies outside Dove’s control;
\n• Client remains responsible for its own compliance, business decisions, notices, consents, insurance, and customer-side environment.
\n
\n\nDOVE COMMUNICATIONS, INC.
\nAlarm, Security & Monitoring Contract Addendum
\nRequired for alarm installation, monitoring, CCTV, access control, and physical security services • April 2026
\n
| Alarm Company Operator | \nDove Communications, Inc. | \n
| BSIS ACO License Number | \n8206 | \n
| BSIS Qualified Manager | \nOfir Yungman | BSIS QM License #8030 | Current | \n
| CSLB License Number | \n#715876 — C7 Low Voltage Systems | \n
| Alarm Agent / Sales Rep BSIS Reg. # | \nOfir Yungman | BSIS QM License #8030 | \n
| Business Address | \n1374 E. 41st St., Los Angeles, CA 90011 | \n
| Phone / Email | \n(213) 234-2500 | service@dovecommunications.com | \n
| Emergency Monitoring Line | \n(213) 234-2500 | Available 24 hours / 7 days a week | \n
| Document Version | \n1.0 | Effective Date: February 1, 2026 | \n
| Relationship To MSA & SST | \nThis Addendum supplements the Master Services Agreement and Service-Specific Terms for alarm, monitoring, and physical security services. Where this Addendum conflicts with the MSA or SST solely regarding alarm/security services, this Addendum controls. | \n
\n\nCALIFORNIA BSIS NOTICE: Dove Communications, Inc. is licensed as an Alarm Company Operator by the California Bureau of Security and Investigative Services (BSIS). To verify licensing or file a complaint: BSIS, P.O. Box 989002, West Sacramento, CA 95798-9002 | (800) 952-5210 | bsis.ca.gov
\nSECTION 1 — SCOPE OF SERVICES
\n
This Addendum applies to the following services, as indicated in the applicable Quote:
\n| Intrusion / Burglar Alarm | \n[ ] Installation [ ] Monitoring [ ] Maintenance [ ] Not Included | \n
| CCTV / Video Surveillance | \n[ ] Installation [ ] Cloud Recording [ ] Remote Viewing [ ] Not Included | \n
| Access Control | \n[ ] Installation [ ] Hosted Management [ ] Maintenance [ ] Not Included | \n
| Video Verification / AI Analytics | \n[ ] Included [ ] Not Included | \n
| Remote Guarding / Live Monitoring | \n[ ] Included [ ] Not Included | \n
| Environmental Monitoring | \n[ ] Included [ ] Not Included | \n
| Monitoring Center | \n[ ] Included — Third Party Center [ ] Not Included | \n
\n\nSECTION 2 — SYSTEM AND SERVICE DESCRIPTION
\n
| Premises Address | \n\n |
| System Description / Equipment | \n\n |
| Monitoring Type (if applicable) | \n\n |
| Communication Pathway (if applicable) | \n[ ] IP / Internet [ ] Cellular [ ] Dual-Path [ ] Other: _______ | \n
| Cloud Retention Period (if applicable) | \n\n |
| Quote / Account Number | \n\n |
\n\nSECTION 3 — PAYMENT SCHEDULE
\n
If the total contract price for alarm services under this Addendum exceeds $250, the payment schedule is as follows, unless the applicable Quote states otherwise:
\n\n\n• 25% due upon acceptance and signing of this Addendum and the applicable Quote;
\n• 60% due upon delivery of equipment or commencement of installation;
\n• Remaining balance due upon substantial completion of installation and successful system test.
\n
Recurring monitoring, cloud, or subscription fees are billed as stated in the applicable Quote, beginning on the commencement date specified in the Quote.
\n\n\nSECTION 4 — NOT AN INSURER — CRITICAL ACKNOWLEDGMENT
\nPLEASE READ THIS SECTION CAREFULLY. IT LIMITS DOVE’S LIABILITY FOR ALARM AND MONITORING FAILURES.
\n
Client expressly acknowledges and agrees to each of the following:
\n\n\n4.1. Dove is not an insurer. The alarm, monitoring, CCTV, access control, and related security services provided under this Addendum are not insurance, are not a substitute for insurance, and are not intended to guarantee the prevention, detection, or elimination of any loss, crime, intrusion, fire, emergency, or safety event.
\n4.2. Fees are not premiums. The fees charged for alarm and monitoring services bear no relationship to the value of Client’s property, business, data, assets, or operations. Fees are charged based on the limited nature of the services provided and the liability limitations in this Addendum.
\n4.3. No guarantee of detection or response. No alarm, video, access control, AI analytics, or monitoring system can detect, classify, verify, prevent, or respond to all events. Systems may fail to detect events due to equipment failure, communication pathway failure, power outage, configuration issues, environmental conditions, signal interference, or other causes.
\n4.4. Client must maintain insurance. Client is solely responsible for maintaining appropriate property, liability, business interruption, cyber, and other insurance to protect against losses that monitoring services may fail to prevent or detect.
\n4.5. Dove is not a guarantor of emergency response. Dispatch, law enforcement response, guard response, and emergency personnel actions are outside Dove’s control. Dove does not guarantee response time, intervention, or outcome.
\nSECTION 5 — MONITORING LIABILITY CAP
\n
To the fullest extent permitted by law, and consistent with Section B.3A of Dove’s Service-Specific Terms, Dove’s aggregate liability for any claim arising out of or relating to alarm services, monitoring services, video surveillance, video verification, dispatch handling, signal transmission, event response, cloud recording, remote viewing, access control, or related physical-security services shall not exceed the lesser of:
\n\n\n• (a) the total amount of recurring service fees actually paid by Client to Dove for the affected Service during the three (3) months immediately preceding the event giving rise to the claim; or
\n• (b) $2,500.
\n
This cap applies regardless of the theory of liability, including negligence, breach of contract, strict liability, or any other theory. Client acknowledges that the monitoring fees charged are based on this limited liability and that Client has the opportunity to obtain broader protection through insurance.
\n\n\nSECTION 6 — CUSTOMER TRAINING
\n
Following completion of installation, Dove will provide Client’s designated personnel with basic training on system operation, arming and disarming procedures, camera access and viewing (where applicable), access control administration (where applicable), and false alarm prevention. Training will be provided during normal business hours. Additional training sessions are available at Dove’s then-current rates.
\n\n\nSECTION 7 — PERMITS, FALSE ALARMS, AND AHJ COMPLIANCE
\n
Client is solely responsible for:
\n\n\n• Obtaining and maintaining all required alarm permits, registration certificates, AHJ approvals, and enhanced-call-verification or police-response authorizations before system activation;
\n• All fines, penalties, fees, and permit costs arising from false alarms, regardless of cause;
\n• Notifying Dove immediately of any change to permit status, AHJ requirements, or law enforcement response policies that may affect monitoring or dispatch;
\n• Ensuring that the system is properly armed and disarmed according to the provided schedule and that all authorized users are trained;
\n• Notifying the monitoring center (if applicable) before conducting system tests to prevent false dispatch.
\nSECTION 8 — CALL LIST, CONTACT INFORMATION, AND RESPONSE INSTRUCTIONS
\n
Client shall provide and keep current at all times:
\n\n\n• Authorized call list with names, phone numbers, and authority levels;
\n• Emergency contacts and escalation order;
\n• After-hours and weekend contacts;
\n• Access instructions for emergency responders and guard response;
\n• Arming/disarming schedule;
\n• Verbal passcode and duress code (if applicable);
\n• Response protocol instructions (dispatch-first vs. call-first, etc.).
\n
Dove and any monitoring center will rely on the most recent information on file. Dove is not responsible for missed contacts, delayed dispatch, or incorrect responses caused by outdated, incomplete, or incorrect contact information.
\n\n\nSECTION 9 — COMMUNICATION PATHWAY AND INFRASTRUCTURE
\n
Alarm signal transmission, remote video access, and cloud recording depend on one or more communication pathways, which may include internet, cellular, broadband, or other carrier services. Client is responsible for maintaining required communication infrastructure, internet connectivity, power (including UPS/battery backup as recommended by Dove), and network access necessary for system operation, unless expressly included in the Quote.
\nDove is not responsible for signal failure, missed alarm events, recording interruptions, or remote access failures caused by pathway outages, carrier issues, network configuration changes, or power failures on Client’s side.
\n\n\nSECTION 10 — CAMERA PLACEMENT, AUDIO, AND PRIVACY COMPLIANCE
\n
Client is solely responsible for:
\n\n\n• Lawful placement of all cameras and audio-recording devices;
\n• Providing all required notices, disclosures, and signage to employees, visitors, tenants, and other persons at the monitored location, as required by California law (including Penal Code §632) and applicable federal and local law;
\n• Obtaining all required consents for any audio recording features;
\n• Ensuring cameras are not positioned in locations where individuals have a reasonable expectation of privacy (such as restrooms, locker rooms, or private offices) unless expressly permitted by law;
\n• Complying with California BIPA-equivalent, workplace monitoring, and tenant notification requirements applicable to Client’s industry and premises.
\n
Dove does not determine whether Client’s camera placement, audio use, or recording practices comply with applicable law. Client indemnifies Dove for any claims arising from Client’s recording, surveillance, or monitoring practices as set forth in the Master Services Agreement and Service-Specific Terms.
\n\n\nSECTION 11 — CLOUD RECORDING, RETENTION, AND EVIDENTIARY LIMITATIONS
\n
Unless the Quote expressly states otherwise:
\n\n\n• Cloud recording retention periods are as stated in the applicable Quote and are not guaranteed;
\n• Dove does not guarantee the completeness, continuity, admissibility, or evidentiary integrity of any recording or clip;
\n• Recordings may not be available due to equipment failure, communication pathway outage, storage limitations, subscription level, or third-party platform issues;
\n• Dove has no obligation to preserve, export, or deliver recordings for legal hold, litigation, insurance, or law enforcement purposes unless separately agreed in writing.
\nSECTION 11A — RECORD RETENTION; ALARM AGENT REGISTRATION
\n
As required by California Business and Professions Code §7599 et seq. and 16 California Code of Regulations §602 et seq., Dove will retain alarm-related business records, including this Contract Addendum, alarm agent registration records, and applicable monitoring records, for the period required by California law (currently a minimum of three (3) years), and will make such records available to the California Bureau of Security and Investigative Services (BSIS) upon lawful request.
\nAll Dove personnel performing alarm-agent functions, including direct sales of alarm or security services, alarm system installation and service, alarm system response, and similar BSIS-regulated activities, will hold a current and valid BSIS Alarm Agent registration as required by California law. Client may verify the registration of any individual representing Dove by contacting BSIS at bsis.ca.gov or (800) 952-5210.
\n\n\nSECTION 11B — ADDITIONAL PROVISIONS FOR RESIDENTIAL CLIENTS
\n
This Section 11B applies only when Dove provides alarm, monitoring, or security services to an individual at a residential property for personal, family, or household purposes (a “Residential Client”). Commercial and business clients are not subject to this Section 11B.
\nThree-Day / Five-Day Right to Cancel. Residential Clients have the cancellation rights set forth in Section 12 below, including the extended five (5) business day cancellation right for senior citizens age 65 and older as required by California Civil Code §1689.5 and §1689.7.
\nAuto-Renewal Disclosure (CA B&P §§17600–17606). If this Contract Addendum or any associated Quote provides for automatic renewal of monitoring or recurring services, the Residential Client is entitled to clear and conspicuous notice of the renewal terms before purchase, and may cancel auto-renewal at any time by emailing service@dovecommunications.com or by mailing written notice to Dove Communications, Inc., 1374 E. 41st St., Los Angeles, CA 90011. Cancellation will take effect at the end of the then-current term unless Dove agrees otherwise in writing. Dove will provide reminder notice of upcoming auto-renewal where required by California law.
\nDown Payment Limit (CA B&P §7159). For Residential Clients on home-improvement-type alarm/security installations subject to California Business and Professions Code §7159, any required initial down payment will not exceed the lesser of ten percent (10%) of the total contract price or one thousand dollars ($1,000), and progress payments will be tied to work completed in accordance with §7159.
\nMandatory Consumer Disclosures. Notwithstanding any other provision of this Contract Addendum or the Master Services Agreement, the following consumer protections apply to Residential Clients and cannot be waived: (a) the right to cancel under Section 12 below; (b) any non-waivable rights under the federal Magnuson-Moss Warranty Act; (c) any non-waivable rights under the California Consumers Legal Remedies Act (Civil Code §§1750 et seq.); (d) any non-waivable rights regarding limitations on liability or warranties under California Civil Code §1668; and (e) any non-waivable rights under California Business and Professions Code §§7150 et seq. relating to home improvement contracts.
\nClass Action Waiver / Arbitration. The arbitration and class-action-waiver provisions in the Master Services Agreement apply to Residential Clients to the fullest extent permitted by California law, subject to the public-injunctive-relief carve-out and severability provisions of those sections. Dove will pay the arbitrator’s and arbitration administrator’s fees that exceed the amount Residential Client would have paid as a court filing fee, to the extent required by applicable law.
\nLiability Cap Acknowledgment. Residential Client acknowledges that monitoring fees are nominal in comparison to the value of the protected property and the potential losses that could result from a security incident, and that the liability cap and the “not an insurer” provisions of this Contract Addendum and the Master Services Agreement are bargained-for terms reflecting that Dove is not an insurer. Residential Client is strongly advised to maintain homeowner’s, renter’s, or other appropriate insurance to cover risks of property loss, theft, fire, personal injury, and similar events. Nothing in this Section 11B limits any non-waivable consumer rights under California law.
\n\n\nSECTION 12 — THREE-DAY RIGHT TO CANCEL
\n
NOTICE OF YOUR RIGHT TO CANCEL
\nYou may cancel this alarm services contract within THREE (3) BUSINESS DAYS after the date you received a signed and dated copy of this contract that includes this notice, or within FIVE (5) BUSINESS DAYS if you are 65 years of age or older.
\nTo cancel, email, mail, fax, or deliver a written notice to Dove Communications, Inc. at the address below by midnight of the applicable deadline. Include your name, your address, and the date you received the signed copy of this contract.
\n| Cancel By Email | \nService@dovecommunications.com | \n
| Cancel By Mail | \nDove Communications, Inc., 1374 E. 41st St., Los Angeles, CA 90011 | \n
| Cancel By Fax | \n(213) 234-2500 | \n
\n\nDETACHABLE CANCELLATION FORM — NOTICE OF CANCELLATION: To cancel this contract, complete and deliver this form: I, [CLIENT NAME], cancel the alarm/security services contract dated _______ with Dove Communications, Inc. for services at [ADDRESS]. Client Signature: _________________ Date: _________
\nSECTION 13 — SIGNATURES
\n
By signing below, both parties agree to the terms of this Alarm, Security & Monitoring Contract Addendum.
\nDOVE COMMUNICATIONS, INC.
\nPrinted Name: _____________________________________________
\nTitle: _____________________________________________
\nSignature: _____________________________________________
\nDate: _____________________________________________
\nCLIENT:
\nClient Legal Name: _______________________________________________________
\nPrinted Name: _____________________________________________
\nTitle / Authority to Sign: _____________________________________________
\nSignature: _____________________________________________
\nDate: _____________________________________________
\nCopy of Contract Received (Date): _____________________________________________
\nDove Communications, Inc. | BSIS ACO License #8206 | BSIS QM: Ofir Yungman #8030 | CSLB #715876 (C7) | CPUC U-1772-C / DVF | 1374 E. 41st St., Los Angeles, CA 90011 | (213) 234-2500
\nBSIS complaints: P.O. Box 989002, West Sacramento, CA 95798 | (800) 952-5210 | bsis.ca.gov
\n\n"},"e911":{"title":"E911 Acknowledgment","html":"\n\n\n\nDOVE COMMUNICATIONS, INC.
\nE911 Emergency Calling Disclosure Notice and Customer Acknowledgment
\nThis form must be signed separately before VoIP service activation • April 2026
\n
| Document | \nE911 Disclosure Notice and Customer Acknowledgment | \n
| Applies To | \nAll clients purchasing VoIP, hosted telephony, or SIP-based services from Dove Communications, Inc. | \n
| Version | \n1.0 | Effective Date: February 1, 2026 | \n
| Relationship To MSA | \nThis document supplements and is incorporated into the Master Services Agreement and Service-Specific Terms governing Client’s VoIP services. | \n
\n\nPLEASE READ THIS ENTIRE DOCUMENT CAREFULLY BEFORE SIGNING. BY SIGNING BELOW, YOU CONFIRM THAT YOU UNDERSTAND AND ACCEPT ALL LIMITATIONS DESCRIBED IN THIS DOCUMENT AND AGREE THAT YOUR VoIP SERVICE DOES NOT PROVIDE TRADITIONAL 911 SERVICE.
\nSECTION 1 — VoIP IS NOT TRADITIONAL TELEPHONE SERVICE
\n
Dove Communications, Inc. provides internet-based Voice over Internet Protocol (VoIP) telephone services. VoIP services differ fundamentally from traditional wireline or cellular telephone service. You must understand these differences before activating or using any VoIP service provided by Dove.
\nTraditional 911: When you call 911 from a traditional landline, your physical address is automatically transmitted to the Public Safety Answering Point (PSAP) and emergency personnel are dispatched to that address.
\nVoIP E911: When you call 911 from a VoIP service, the call is routed as an Enhanced 911 (E911) call. Your physical location is NOT automatically detected. Emergency services are dispatched only to the address you have manually registered with Dove in advance. If that address is wrong, outdated, or missing, emergency services may be sent to the wrong location or may not be notified at all.
\n\n\nSECTION 2 — KNOWN LIMITATIONS OF VoIP E911
\n
Client acknowledges each of the following limitations of VoIP E911 service:
\n\n\n1. Registered address required. E911 will only function correctly if Client has registered an accurate, current physical address for each device, user, extension, softphone, or endpoint using the VoIP service. A P.O. Box is not a valid registered address.
\n2. Wrong location risk. A 911 call may be routed to the emergency call center associated with the registered address, which may not be the caller’s actual location at the time of the emergency.
\n3. Wrong PSAP or unstaffed line. A 911 call may be routed to the wrong Public Safety Answering Point, to an administrative line that is not staffed for emergency dispatch, or to a call center that does not receive correct location information.
\n4. Power failure. If electrical power is lost at the location where VoIP equipment is installed, E911 calling will not function until power is restored. VoIP phones do not operate on battery backup unless a separate UPS with adequate capacity is maintained.
\n5. Internet or broadband outage. If Client’s internet connection, ISP service, LAN, router, firewall, or broadband service fails, is degraded, or is suspended, E911 calling will not function until service is restored.
\n6. Softphones and mobile apps. Softphone applications, mobile apps, and PC-based VoIP clients may not support E911 at all, or may only support E911 at the registered service address. Using a softphone or app from a different location will not update E911 routing automatically.
\n7. Non-native numbers and ported numbers. Numbers ported from another carrier or assigned from outside Dove’s standard number inventory may experience delays or failures in E911 routing until carrier records are fully updated.
\n8. Account suspension or termination. If Client’s account is suspended, disconnected, or terminated for any reason, E911 calling will not function during the suspension or after termination.
\n9. Network congestion. Network congestion may result in delayed routing of E911 calls compared to traditional telephone service.
\n10. Reconfiguration without notice. If Client moves equipment, changes extensions, adds users, or modifies VoIP configurations without notifying Dove and updating E911 registration, E911 service may be incorrect or unavailable.
\n11. No guarantee of availability. Dove does not guarantee that E911 service will be available, correctly routed, or effective under all circumstances.
\nSECTION 3 — CLIENT’S MANDATORY E911 OBLIGATIONS
\n
To activate and maintain E911 service, Client must do all of the following:
\n\n\n• Register the accurate physical service address (street address, floor, suite, or room number if applicable) for each VoIP device, softphone, extension, or endpoint before activating or using that device for the first time.
\n• After registering or updating a service address, verify the correct emergency address is on file by dialing 933 from the registered VoIP device. Dialing 933 is a non-emergency test call that confirms the address information associated with the line. Client should verify the address after initial activation and after any address change.
\n• Notify Dove in writing at least three (3) business days before any move, relocation, reconfiguration, or change to the physical location where any VoIP device or service is used, so that Dove can update E911 registration in advance.
\n• Notify Dove immediately in writing if any registered address becomes incorrect for any reason, even if a planned move has not yet occurred.
\n• Notify all employees, contractors, guests, and authorized users who use the VoIP service of the limitations described in this document and of the location-dependent nature of E911 service.
\n• Affix or maintain any required 911 limitation sticker or label on or near each VoIP desk phone or device. Dove will supply required stickers with device delivery; additional stickers are available on request.
\n• Maintain alternative means of contacting emergency services (such as a traditional telephone line, cellular service, or other independent communication means) at every location where the VoIP service is used. Client must not rely on VoIP as the sole means of accessing emergency services.
\n• Register location changes promptly by written notice to service@dovecommunications.com. Do not rely on verbal or phone notification for E911 address changes.
\nSECTION 4 — KARI’S LAW AND RAY BAUM’S ACT
\n
For clients deploying VoIP services as part of a Multi-Line Telephone System (MLTS) — including systems covering multiple offices, floors, rooms, or suites — additional federal requirements apply under Kari’s Law and the RAY BAUM’s Act:
\n\n\n• Direct 911 dialing: Users must be able to dial 911 directly without dialing a prefix, access code, or ‘9’ first.
\n• On-site notification: The system must be configured to simultaneously notify a designated on-site party (such as a front desk, security desk, or building management contact) whenever a 911 call is placed.
\n• Dispatchable location: The system must transmit a dispatchable location — including street address plus floor, room, suite, or other sub-location identifier — with each 911 call where technically feasible.
\n
Client is responsible for providing Dove with accurate location, sub-location, floor, room, suite, extension, and user information required to properly configure these features. Dove will configure the system to support these requirements to the extent technically supported by the applicable platform and equipment. Client is responsible for any limitations arising from Client’s building infrastructure, network configuration, or equipment.
\n\n\nSECTION 5 — UNREGISTERED DEVICE FEE
\n
If Client places a 911 call from a VoIP device that has not been registered with a valid, accurate physical service address, that call will be categorized as a “Rogue/Unregistered 911 Call.” Client will be charged a cost-recovery fee of $250.00 per incident, which is non-refundable and non-disputable. This fee is a cost-recovery charge intended to recover expenses associated with unregistered emergency calls and does not constitute a fine or penalty. This fee applies whether or not emergency services are actually dispatched as a result of the call. Client’s obligation to register all devices and maintain current location information as described in Section 3 is the primary means of avoiding this fee.
\n\n\nSECTION 6 — DOVE’S DISCLAIMER OF E911 LIABILITY
\n
TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, DOVE DISCLAIMS ALL LIABILITY FOR ANY FAILURE, INTERRUPTION, INCORRECT ROUTING, DELAYED ROUTING, UNAVAILABILITY, OR INADEQUACY OF E911 EMERGENCY CALLING SERVICE, INCLUDING BUT NOT LIMITED TO:
\n\n\n• Failure of emergency services to be notified, dispatched, or to respond;
\n• Incorrect routing of a 911 call due to an inaccurate, outdated, or missing registered address;
\n• Failure of E911 to function during power outages, internet outages, account suspension, or service termination;
\n• Bodily injury, death, property damage, or other harm arising from any failure of E911 service;
\n• Any reliance on VoIP as the sole means of contacting emergency services.
\n
This disclaimer applies to the maximum extent permitted by law and does not waive any obligation that cannot be lawfully waived under applicable FCC rules or California law. Client’s exclusive remedy for E911 failures, to the extent any remedy is available, is limited as provided in the Master Services Agreement and Service-Specific Terms.
\n\n\nSECTION 7 — CUSTOMER ACKNOWLEDGMENT AND SIGNATURE
\nBy signing below, Client confirms that: (1) it has read and understood this entire document; (2) it accepts all limitations of VoIP E911 service described above; (3) it will comply with all E911 registration and notification obligations; (4) it will maintain alternative emergency access at all locations where VoIP service is used; and (5) it understands that Dove’s liability for E911 failures is limited as described above.
\n
| Client Legal Name | \n\n |
| Service Address(es) | \n\n |
| Number of VoIP Devices / Endpoints | \n\n |
| Dove Account / Quote Number | \n\n |
CLIENT AUTHORIZED REPRESENTATIVE:
\nPrinted Name: _____________________________________________
\nTitle: _____________________________________________
\nSignature: _____________________________________________
\nDate: _____________________________________________
\nDOVE COMMUNICATIONS, INC. — FOR OFFICE USE:
\nE911 Registration Confirmed By: _____________________________________________
\nDate Confirmed: _____________________________________________
\nAll Devices Registered (Y/N): _____________________________________________
\nDove Communications, Inc. | 1374 E. 41st St., Los Angeles, CA 90011 | (213) 234-2500 | service@dovecommunications.com
\nCalifornia Contractor License #715876 | BSIS ACO License #8206 | BSIS QM: Ofir Yungman #8030 | CPUC Registration U-1772-C / DVF
\n\n"},"install":{"title":"Installation Notice","html":"\n\nDOVE COMMUNICATIONS, INC.
\nInstallation Notice — Mechanics Lien & Cancellation Disclosures
\nRequired for installation projects performed by Dove in California • Version 1.0 • February 1, 2026
\n| Contractor | \nDove Communications, Inc. | \n
|---|---|
| CSLB License Number | \n#715876 — C7 Low Voltage Systems | \n
| BSIS ACO License | \n8206 | \n
| BSIS Qualified Manager | \nOfir Yungman │ BSIS QM #8030 │ Current | \n
| Business Address | \n1374 E. 41st St., Los Angeles, CA 90011 | \n
| Phone / Email | \n(213) 234-2500 │ service@dovecommunications.com | \n
| Document Version | \n1.0 │ Effective Date: February 1, 2026 | \n
| Relationship to MSA | \nThis Installation Notice is issued per the Master Services Agreement (MSA) and applicable Quote. Operational installation terms (site requirements, hardware substitution, NDAA, prevailing wage, warranty, working hours) are set forth in MSA §10A, §10B, §22.4, and §7.18. This Notice provides the mechanics lien and cancellation disclosures required by California law for installation projects. | \n
CALIFORNIA CONTRACTORS STATE LICENSE BOARD (CSLB) INFORMATION: CSLB is the state consumer protection agency that licenses and regulates construction contractors. Contact CSLB for information about the licensed contractor you are considering, including information about disclosable complaints, disciplinary actions, and civil judgments that are reported to CSLB. Use only licensed contractors. If you file a complaint against a licensed contractor within the legal deadline (usually four years), CSLB has authority to investigate the complaint. Contact CSLB at: P.O. Box 26000, Sacramento, CA 95826 | (800) 321-CSLB (2752) | www.cslb.ca.gov
\nSECTION 1 — PROJECT IDENTIFICATION
\n| Project / Quote Number | \n\n |
|---|---|
| Project Description | \n\n |
| Installation Address | \n\n |
| Approximate Start Date | \n\n |
| Approximate Completion Date | \n\n |
| Significant Materials / Equipment | \n\n |
| Labor Description | \n\n |
SECTION 2 — CONTRACT PRICE AND PAYMENT SCHEDULE
\nThe total contract price and payment schedule are as stated in the applicable Quote. The following payment structure applies unless the Quote states otherwise:
\n• 25% due upon acceptance and signing of this Installation Notice and the applicable Quote;
\n• 60% due upon delivery of equipment to the installation site or commencement of installation, whichever occurs first;
\n• Remaining balance due upon substantial completion of installation work.
\nCALIFORNIA RESIDENTIAL PROJECTS — DOWN PAYMENT LIMIT: For projects at a residential property, California law limits the initial down payment to the lesser of ten percent (10%) of the total contract price or $1,000, whichever is less. The payment schedule above applies to commercial projects. If this project is at a residential property, the applicable Quote must be reviewed for compliance with B&P §7159 down payment restrictions.
\nSECTION 3 — MECHANICS LIEN NOTICE
\nNOTICE TO PROPERTY OWNER
\nIf bills are not paid in full for labor, services, equipment, or materials furnished or to be furnished, a mechanics lien leading to the loss, through court foreclosure proceedings, of all or part of your property being so improved may be placed against the property even though you have paid your contractor in full.
\nYou may wish to protect yourself against this consequence by (1) requiring your contractor to furnish a signed release by the person or firm giving you this notice before making payment to your contractor, or (2) any other method or device that is appropriate under the circumstances.
\nOther than residential homeowners who obtain a payment bond, owners on private works may stop the obligation of an owner to pay a claimant who is not contracted with the owner by recording a Notice of Completion after the work of improvement is complete.
\nDove will provide a 20-Day Preliminary Notice for construction-related work in California to preserve its mechanics lien rights. Client must provide current ownership and lender information upon request.
\nSECTION 4 — THREE-DAY RIGHT TO CANCEL
\nNOTICE OF YOUR RIGHT TO CANCEL
\nYou may cancel this contract within THREE (3) BUSINESS DAYS after the date you received a signed and dated copy of this contract that includes this notice, or within FIVE (5) BUSINESS DAYS if you are 65 years of age or older, unless this is a service and repair contract for $750 or less.
\nTo cancel, email, mail, fax, or deliver a written notice to Dove Communications, Inc. at the address or email below by midnight of the deadline. Include your name, address, and the date you received this contract.
\n| Cancel By Email | \nservice@dovecommunications.com | \n
|---|---|
| Cancel By Mail | \nDove Communications, Inc., 1374 E. 41st St., Los Angeles, CA 90011 | \n
| Cancel By Fax | \n(213) 234-2500 | \n
DETACHABLE CANCELLATION FORM — NOTICE OF CANCELLATION: To cancel this contract, fill in and deliver this form: I, [CLIENT NAME], cancel the contract dated _______ between me and Dove Communications, Inc. for installation at [ADDRESS]. Client Signature: _________________ Date: _________
\nSECTION 5 — SIGNATURES
\nBy signing below, both parties agree to the terms of this Installation Notice, including the mechanics lien notice, three-day right to cancel, and payment schedule above. The Master Services Agreement and applicable Quote govern all other operational, commercial, legal, warranty, and risk-allocation terms relating to the installation project.
\nDOVE COMMUNICATIONS, INC.
\nPrinted Name: _____________________________________________
\nTitle: _____________________________________________
\nSignature: _____________________________________________
\nDate: _____________________________________________
\nCLIENT:
\nClient Legal Name: _______________________________________________________
\nPrinted Name: _____________________________________________
\nTitle / Authority to Sign: _____________________________________________
\nSignature: _____________________________________________
\nDate: _____________________________________________
\nCopy of Contract Received (Date): _____________________________________________
\nDove Communications, Inc. | CSLB #715876 (C7) | BSIS ACO #8206 | BSIS QM: Ofir Yungman #8030 | CPUC U-1772-C / DVF | 1374 E. 41st St., Los Angeles, CA 90011 | (213) 234-2500
\nFor CSLB complaints: P.O. Box 26000, Sacramento, CA 95826 | (800) 321-CSLB | www.cslb.ca.gov
\n\n"},"dpa":{"title":"Data Processing Addendum","html":"\n\n\n\nDOVE COMMUNICATIONS, INC.
\nData Processing Addendum
\nCCPA / CPRA Service Provider Terms • April 2026
\n
| Document | \nData Processing Addendum (DPA) | \n
| Version | \n1.0 | Effective Date: February 1, 2026 | \n
| Applies To | \nClients for whom Dove processes Personal Information as a Service Provider under CCPA / CPRA, or as a Processor under other applicable privacy laws. | \n
| Relationship To MSA | \nThis DPA is incorporated into and supplements the Master Services Agreement. In the event of conflict between this DPA and the MSA regarding processing of Personal Information, this DPA controls. | \n
\n\nSECTION 1 — DEFINITIONS
\n
For purposes of this Addendum:
\nCCPA means the California Consumer Privacy Act of 2018, as amended by the California Privacy Rights Act of 2020 (CPRA), and as implemented by CPPA regulations.
\nPersonal Information or PI means information that identifies, relates to, describes, is reasonably capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular consumer or household, as defined under applicable privacy law.
\nBusiness means Client, in its capacity as a business that determines the purposes and means of processing Personal Information.
\nService Provider means Dove, in its capacity as a service provider that processes Personal Information on behalf of Client pursuant to a written contract.
\nBusiness Purpose means the specific, limited, and disclosed purposes for which Dove processes Client’s Personal Information as described in Section 2 of this Addendum.
\nSub-Processor means any third party engaged by Dove to process Personal Information in connection with the Services.
\nData Subject means any individual whose Personal Information is processed under this Addendum.
\nProcessing means any operation or set of operations performed on Personal Information, including collection, recording, organization, storage, retrieval, use, disclosure, transfer, or deletion.
\n\n\nSECTION 2 — BUSINESS PURPOSE AND SCOPE OF PROCESSING
\n
Dove processes Personal Information solely to provide, support, secure, administer, improve, and transition the Services described in the applicable Quote and Master Services Agreement (Business Purpose). The Business Purpose includes:
\n\n\n• Delivering, activating, provisioning, and operating the Services;
\n• Providing technical support, troubleshooting, and incident response;
\n• Monitoring service performance, security, and availability;
\n• Processing billing, invoicing, payment, and collections;
\n• Administering accounts, credentials, and access controls;
\n• Complying with applicable law, regulatory requirements, and lawful government requests;
\n• Enforcing Dove’s contracts, policies, and acceptable use requirements;
\n• Transitioning services at the end of the contract period.
\n
Dove will not process Personal Information for any purpose outside the Business Purpose without Client’s prior written authorization, except as required by applicable law.
\n\n\nSECTION 3 — SERVICE PROVIDER RESTRICTIONS
\n
Dove hereby agrees, as a Service Provider under CCPA/CPRA and applicable law, to the following restrictions:
\n\n\n3.1. No sale or sharing. Dove will not sell Personal Information received from Client or share it for cross-context behavioral advertising, as those terms are defined under CCPA/CPRA.
\n3.2. Purpose limitation. Dove will not retain, use, or disclose Personal Information for any commercial purpose other than the Business Purpose, except as permitted by applicable law.
\n3.3. No combining. Dove will not combine Personal Information received from Client with Personal Information received from other clients or independent sources, except as permitted by CCPA/CPRA or as otherwise authorized by Client in writing.
\n3.4. Confidentiality. Dove will ensure that all personnel authorized to process Personal Information are subject to appropriate confidentiality obligations.
\n3.5. Compliance certification. Dove certifies that it understands and will comply with the restrictions and requirements of this Addendum and applicable privacy law applicable to its role as a Service Provider.
\nSECTION 4 — DATA MINIMIZATION AND RETENTION
\n
Dove will process only the minimum amount of Personal Information reasonably necessary to fulfill the Business Purpose. Dove will retain Personal Information only for the period necessary to fulfill the Business Purpose, comply with applicable law, resolve disputes, and enforce agreements, after which Dove will delete or de-identify Personal Information in accordance with Dove’s standard retention and deletion practices, unless law requires longer retention.
\nUpon termination of the Services, and upon Client’s written request, Dove will use commercially reasonable efforts to delete or return Client’s Personal Information within a reasonable timeframe, subject to applicable legal retention obligations and the limitations described in the Master Services Agreement.
\n\n\nSECTION 5 — DATA SUBJECT RIGHTS ASSISTANCE
\n
Upon Client’s written request and at Client’s expense, Dove will provide commercially reasonable assistance to Client in responding to verifiable requests from Data Subjects exercising rights under applicable privacy law (including rights to access, correct, delete, or obtain a copy of Personal Information), to the extent that such assistance requires access to Dove’s systems or records. Dove is not responsible for directly responding to Data Subject requests directed to Dove unless required by applicable law.
\nClient remains responsible for verifying the identity and authority of requestors and for determining the appropriate response to each request.
\n\n\nSECTION 6 — SUB-PROCESSORS
\n
Dove may engage Sub-Processors to assist in providing the Services. Dove will ensure that Sub-Processors are subject to data protection obligations no less protective than those in this Addendum. Dove remains responsible to Client for Sub-Processors’ compliance with this Addendum.
\nDove will notify Client of any material changes to Sub-Processors that process Client’s Personal Information by updating its Sub-Processor list or by written notice. Client may object on reasonable, documented data-protection grounds to a new Sub-Processor within fifteen (15) business days after notification; if Client timely objects and Dove cannot reasonably accommodate the objection, either party may terminate the affected Services on thirty (30) days’ written notice. Failure to object within fifteen (15) business days is deemed approval of the new Sub-Processor.
\n\n\nSECTION 7 — SECURITY MEASURES
\n
Dove will implement and maintain commercially reasonable administrative, technical, and physical security measures appropriate to the nature of the Personal Information and the Services, designed to protect Personal Information against unauthorized access, use, disclosure, alteration, or destruction.
\nClient acknowledges that no security measure is completely effective and that Dove does not guarantee absolute security of Personal Information. Dove’s security obligations under this Addendum are consistent with the security obligations stated in the Master Services Agreement.
\n\n\nSECTION 8 — PERSONAL DATA BREACH NOTIFICATION
\n
If Dove becomes aware of a confirmed security incident that results in unauthorized access to, disclosure of, or destruction of Client’s Personal Information (Data Breach), Dove will:
\n\n\n• Notify Client of the Data Breach without undue delay, and in any event within the timeframe required by applicable law or, if no specific timeframe is required by law, within five (5) business days after Dove confirms the Data Breach;
\n• Provide Client with reasonably available information about the nature, scope, and impact of the Data Breach to assist Client in meeting any applicable breach notification obligations;
\n• Cooperate with Client’s reasonable investigation of the Data Breach, at Client’s expense.
\n
Client remains solely responsible for determining whether any notification to Data Subjects, regulators, or other parties is required and for providing any required notifications. Dove’s notification to Client does not constitute an admission of fault or liability.
\n\n\nSECTION 9 — AUDIT RIGHTS
\n
Client may, no more than once per calendar year and upon at least thirty (30) days’ prior written notice, request documentation, completed security questionnaires, or third-party audit reports (such as SOC 2 reports, where available) to verify Dove’s compliance with this Addendum. Dove will respond to such requests within a commercially reasonable time.
\nOn-site audits of Dove’s facilities, systems, or records are subject to mutual written agreement, reasonable notice, non-disclosure obligations, and Client’s payment of all associated costs. Dove may deny or limit audit requests that would unreasonably disrupt operations, compromise security, or violate obligations to other clients.
\n\n\nSECTION 10 — COMPLIANCE NOTIFICATION
\n
Dove will notify Client in writing as soon as reasonably practicable, and in any event within five (5) business days, if Dove determines that it can no longer meet its obligations under this Addendum or applicable privacy law with respect to Client’s Personal Information.
\n\n\nSECTION 11 — HIPAA / REGULATED DATA
\n
This Addendum does not constitute a Business Associate Agreement (BAA) for purposes of HIPAA. If Client’s use of the Services requires Dove to create, receive, maintain, or transmit Protected Health Information subject to HIPAA, Client must disclose that requirement in writing before the Services begin, and the parties must execute a separate written BAA before any such processing occurs. Dove has no obligation to process Protected Health Information in a HIPAA-regulated capacity without a separately executed BAA.
\n\n\nSECTION 12 — CALIFORNIA-SPECIFIC PROVISIONS
\n
This Addendum is intended to satisfy the written contract requirements for Service Providers under CCPA Section 1798.140(ag) and applicable CPPA regulations. The parties acknowledge that:
\n\n\n• Client is acting as a Business that determines the purposes and means of processing Personal Information;
\n• Dove is acting as a Service Provider processing Personal Information on behalf of Client;
\n• Dove will not process Personal Information in a manner inconsistent with Client’s instructions, except as required by law;
\n• Dove will notify Client if Dove determines it can no longer comply with applicable privacy obligations;
\n• Client has the right to take reasonable and appropriate steps to remediate unauthorized use of Personal Information by Dove.
\nSECTION 13 — CONFLICT; ENTIRE AGREEMENT
\n
This Addendum supplements and is incorporated into the Master Services Agreement between Dove and Client. In the event of a conflict between this Addendum and the MSA solely with respect to the processing of Personal Information, this Addendum controls. In all other respects, the MSA governs. Capitalized terms used but not defined in this Addendum have the meanings given in the MSA.
\n\n\nSECTION 14 — SIGNATURES
\n
By signing below, the parties agree to the terms of this Data Processing Addendum.
\nDOVE COMMUNICATIONS, INC.:
\nPrinted Name: _____________________________________________
\nTitle: _____________________________________________
\nSignature: _____________________________________________
\nDate: _____________________________________________
\nCLIENT:
\nClient Legal Name: _______________________________________________________
\nPrinted Name: _____________________________________________
\nTitle: _____________________________________________
\nSignature: _____________________________________________
\nDate: _____________________________________________
\nDove Communications, Inc. | BSIS ACO #8206 | BSIS QM: Ofir Yungman #8030 | CSLB #715876 | CPUC U-1772-C / DVF | 1374 E. 41st St., Los Angeles, CA 90011 | service@dovecommunications.com
\n\n"},"quote-terms":{"title":"Quote Incorporation Terms","html":"\n\n\n\nDOVE COMMUNICATIONS, INC.
\nQuote Incorporation Terms
\nVersion 1.0 • Effective Date: February 1, 2026 • CSLB #715876 | BSIS ACO #8206 | CPUC U-1772-C / DVF
\n
This Quote incorporates the governing terms, disclosures, and notices applicable to the products and services ordered, including any consolidated-plan quote revisions, applicable license, subscription, account, tenant, service, utility, and regulatory identifiers listed in this Quote, regulatory and pass-through charge disclosures, cancellation and other notice requirements, and the order-of-precedence terms below. Dove Communications, Inc. license and regulatory information may include, as applicable, CSLB #715876, BSIS ACO #8206, and, for applicable telecom/VoIP services, CPUC Utility ID 1772 and Utility Type DVF.
\nThis Quote is issued by Dove Communications, Inc. and is governed by the following documents, each of which is incorporated into this Quote by reference, as applicable to the products and services ordered:
\n\n\n• Master Services Agreement: https://www.dovecommunications.com/legal/msa Version / Effective Date: Version 1.0 / February 1, 2026
\n
• Services Guide: https://www.dovecommunications.com/legal/services-guide Version / Effective Date: Version 1.0 / February 1, 2026
\n\n\n• Service-Specific Terms: https://www.dovecommunications.com/legal/service-specific-terms Version / Effective Date: Version 1.0 / February 1, 2026
\n• Privacy Policy: https://www.dovecommunications.com/legal/privacy-policy Version / Effective Date: Version 1.0 / February 1, 2026
\n
• Quote addenda, schedules, exhibits, service orders, and other documents expressly attached to or incorporated into this Quote, the Master Services Agreement, the Service-Specific Terms, the Services Guide, or the Privacy Policy, as applicable: As applicable: E911 Acknowledgment; Data Processing Addendum; Installation Notice (mechanics lien and cancellation disclosures for installation projects); Alarm & Security Contract Addendum
\n• Applicable software, subscription, carrier, manufacturer, monitoring, platform, account, tenant, telephone-number, circuit, location, license, utility, or other service information identified in this Quote, including Dove Communications, Inc. CSLB #715876, BSIS ACO #8206, and, for applicable telecom/VoIP services, CPUC Utility ID 1772 / Utility Type DVF. Additional service, account, tenant, license, circuit, telephone-number, monitoring, or subscription identifiers may be listed in this Quote, if applicable.
\nBy signing, approving, clicking to accept, issuing a purchase order in response to this Quote, authorizing Dove to proceed, paying for any portion of the products or services, receiving or using any products or services delivered under this Quote, or otherwise accepting this Quote, Client acknowledges that Client has reviewed, or has had a reasonable opportunity to review, the documents and disclosures identified above, and agrees that they are incorporated into and govern this Quote and the products and services ordered under it, as applicable:
\n\n\n• Client has reviewed, or has had a reasonable opportunity to review, the documents identified above, including the linked versions and effective-date references, before accepting this Quote;
\n• Those documents govern the products, services, subscriptions, software, hardware, equipment, licenses, labor, implementation, installation, configuration, activation, support, monitoring, maintenance, and related work described in this Quote, except to the extent expressly modified by this Quote, an applicable addendum, or a later signed agreement;
\n• Only the portions of the Service-Specific Terms and Services Guide applicable to the services, products, plans, or offerings actually ordered under this Quote apply to Client’s order and use of the Services;
\n• If Client cannot access any of the linked documents, believes any link, version, effective-date, or referenced addendum information is incomplete, or has questions regarding them, Client should not approve or accept this Quote until those questions are resolved;
\n
• Any cancellation, early termination, non-renewal, auto-renewal opt-out, porting, disconnection, downgrade, migration, or similar notice requirement applicable to the products or services ordered will be governed by this Quote and the applicable Master Services Agreement, Services Guide, Service-Specific Terms, addenda, or service schedules, and Client remains responsible for providing any required advance written notice in the manner and within the time periods stated in those documents;
\n• Quoted pricing may exclude applicable taxes, shipping, surcharges, regulatory recovery fees, carrier cost-recovery charges, universal service fund or similar program charges, number administration charges, pass-through governmental assessments, and other amounts that Dove or its suppliers are permitted or required to charge in connection with the ordered products or services, unless this Quote expressly states that such amounts are included.
\nThis Quote may include one or more bundled or integrated offerings, including, as applicable:
\n\n\n• phones, VoIP, SMS, MMS, UCaaS, telecom, internet connectivity, carrier, and related communications services
\n• managed IT, MSP, help desk, device management, computer networks, cloud, backup, disaster recovery, and cybersecurity services
\n• AI-enabled, automated, analytical, transcription, monitoring, detection, recommendation, or decision-support features
\n• security systems, alarm services, access control, video surveillance, intrusion detection, monitoring, and related field services
\n• cabling, installation, maintenance, repair, support, hardware, software, licenses, subscriptions, hosted services, and third-party services
\n
Because Dove offers multiple service categories and this Quote may include a consolidated plan or bundled offering, the specific legal, operational, technical, privacy, security, regulatory, and compliance terms applicable to Client’s order may differ by service type. Client agrees that only the service-specific provisions relevant to the services purchased under this Quote will apply.
\nUnless this Quote or a later signed agreement expressly states otherwise, the following order of precedence applies in the event of a direct conflict for the applicable products or services:
\nPriority
\n| Document | \nControls | \n\n |
| 1 | \nThis Quote, together with any attached or expressly incorporated addenda, schedules, exhibits, and service orders | \nService scope, pricing, quantities, commercial assumptions, and order-specific terms | \n
| 2 | \nService-Specific Terms | \nService-specific rules, limitations, responsibilities, and conditions for the applicable services ordered | \n
| 3 | \nMaster Services Agreement | \nGeneral legal and commercial terms governing the parties’ relationship | \n
| 4 | \nPrivacy Policy | \nPrivacy disclosures, notice, and information-handling practices | \n
| 5 | \nServices Guide | \nOperational, administrative, ordering, support, service-management, and other generally applicable service-framework terms | \n
More specific terms control over more general terms for the applicable services. Without limiting the foregoing, this Quote and any applicable addenda, schedules, exhibits, or service orders control over conflicting service-framework terms; the applicable Service-Specific Terms control over conflicting general terms in the Services Guide or Master Services Agreement for the relevant service; the Master Services Agreement controls general legal and commercial terms except as expressly modified; the Privacy Policy governs privacy disclosures and information-handling practices; and the Services Guide governs operational, administrative, ordering, support, service-management, and other generally applicable service-framework terms. No subordinate or website-linked policy will expand Dove’s liability beyond the limits stated in the governing agreement unless Dove expressly agrees in a signed writing.
\nClient is encouraged to print or save copies of the linked documents for its records before accepting this Quote. Client acknowledges that Dove has made the governing documents available by website link, together with version and/or effective-date references, for review before acceptance. If Client is unable to access any linked document, believes any link, version, effective date, or referenced addendum is incomplete, or has any question regarding the terms that apply to this Quote, Client should refrain from accepting the Quote and contact Dove Communications, Inc. for assistance.
\nIf a shorter block is needed for a compact quote or order form, Dove may use the following abbreviated version:
\nThis Quote is governed by Dove Communications, Inc.’s Master Services Agreement (https://www.dovecommunications.com/legal/msa, version/effective date Version 1.0 / February 1, 2026), Services Guide (https://www.dovecommunications.com/legal/services-guide, version/effective date Version 1.0 / February 1, 2026), Service-Specific Terms (https://www.dovecommunications.com/legal/service-specific-terms, version/effective date Version 1.0 / February 1, 2026), Privacy Policy (https://www.dovecommunications.com/legal/privacy-policy, version/effective date Version 1.0 / February 1, 2026), and any applicable addenda, schedules, exhibits, service orders, and applicable license, subscription, account, tenant, service, utility, and regulatory identifiers referenced in this Quote, each incorporated by reference as applicable, including Dove Communications, Inc. CSLB #715876, BSIS ACO #8206, and, for applicable telecom/VoIP services, CPUC Utility ID 1772 / Utility Type DVF. By signing, approving, clicking to accept, paying, authorizing Dove to proceed, or otherwise accepting this Quote, Client confirms that it reviewed, or had a reasonable opportunity to review, those documents and agrees that they govern the products, services, subscriptions, and related work described in this Quote, and that only the sections applicable to the services ordered apply. Client also acknowledges that applicable cancellation, non-renewal, porting, disconnection, or similar notice requirements are governed by this Quote and the incorporated documents, and that quoted pricing may exclude taxes, shipping, surcharges, regulatory recovery fees, carrier cost-recovery charges, universal service or similar program charges, pass-through governmental assessments, and other permitted or required charges unless this Quote expressly states otherwise. In the event of a direct conflict, this Quote and its applicable addenda control service scope, pricing, and order-specific terms, the Service-Specific Terms control service-specific issues for the applicable services, the Master Services Agreement controls general legal and commercial terms, the Privacy Policy governs privacy disclosures and information-handling practices, and the Services Guide governs generally applicable service-framework terms, unless a later signed agreement expressly states otherwise.
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Some products and services in this Quote may be provided, licensed, hosted, supported, billed, monitored, or fulfilled in whole or in part by third-party providers, carriers, master agents, distributors, licensors, manufacturers, cloud platforms, monitoring centers, software vendors, or other upstream providers. Dove may act as a reseller, referral partner, broker, consultant, facilitator, implementation partner, or channel partner for those offerings.
\nDove may receive commissions, referral fees, residuals, incentives, rebates, credits, margin, consulting fees, or other compensation from third-party providers, master agents, distributors, carriers, marketplaces, or channel partners in connection with products or services recommended, resold, referred, brokered, facilitated, managed, supported, or procured by Dove. By accepting this Quote, Client acknowledges this potential compensation relationship and agrees that such compensation does not make Dove the guarantor, insurer, carrier, manufacturer, licensor, or direct provider of the applicable third-party service.
\nThird-party services are subject to the applicable third-party provider’s terms, conditions, service levels, support policies, acceptable use policies, privacy policies, fees, surcharges, taxes, renewal terms, cancellation terms, and limitations. Dove is not responsible for outages, defects, delays, interruptions, service failures, feature changes, support delays, price increases, or other acts or omissions of third-party providers, except to the extent expressly stated in the applicable governing documents.
\n"},"legal-hub":{"title":"Legal Hub","html":"\n\nThis page provides access to the governing legal terms, policies, and addenda that apply to services provided by Dove Communications, Inc. By approving a Quote, signing a service agreement, or paying for services, you agree to the applicable documents below.
\n| Document | \nDescription | \n
|---|---|
| Master Services Agreement | \nCore legal contract governing all services — liability, payment, disputes, IP, indemnity, and general commercial terms. | \n
| Service-Specific Terms | \nSupplemental terms for VoIP/telecom, security/surveillance, MSP/cybersecurity, AI services, and third-party vendor disclosures. | \n
| Privacy Policy | \nHow we collect, use, disclose, and protect information — CCPA/CPRA compliant. | \n
| Quote Incorporation Terms | \nStandard terms embedded in every Quote — document priority, licensing identifiers, key terms summary. | \n
These addenda apply only when the corresponding services are purchased and may require separate signature.
\n| Document | \nApplies To | \n
|---|---|
| Alarm & Security Addendum | \nAlarm, monitoring, access control, and video surveillance services — includes BSIS-required disclosures. | \n
| E911 Acknowledgment | \nVoIP and multi-line telephone system (MLTS) clients — FCC-required E911 limitations and responsibilities. | \n
| Installation Notice | \nCalifornia installation projects — mechanics lien notice, three-day right to cancel, payment schedule. | \n
| Data Processing Addendum | \nClients with regulated or personal data — CCPA/CPRA service-provider obligations, sub-processor terms. | \n
| License | \nDetails | \n
|---|---|
| CSLB C7 Low Voltage | \n#715876 | \n
| BSIS Alarm Company Operator | \n#8206 | \n
| BSIS Qualified Manager | \nOfir Yungman — QM #8030 | \n
| CPUC Utility | \nID 1772 / Type DVF | \n
Dove Communications, Inc. | 1374 E. 41st St., Los Angeles, CA 90011 | (213) 234-2500 | service@dovecommunications.com
\nIf you cannot access any document above or have questions, please contact Dove before approving any Quote or service agreement.
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