Effective Date: February 1, 2026 | Version: v1.0 Rev. 02-2026
1374 E. 41st St., Los Angeles, CA 90011 | (213) 234-2500
This 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.
For 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.
Standard 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.
Clients may submit service requests, trouble tickets, and support inquiries through the following channels:
Voicemail, 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.
Dove Communications, Inc. provides the following categories of services, each governed by the applicable sections of the Service-Specific Terms:
All 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).
Payment terms, methods, late fees, and related provisions are set forth in the Master Services Agreement §7. Key terms include:
Many 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.
Physical 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.
Alarm, 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.
VoIP clients must sign the E911 Acknowledgment confirming understanding of E911 limitations, location registration responsibilities, and Kari’s Law / RAY BAUM’s Act compliance.
Our 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.
All governing legal terms are available at our Legal Hub. The order of precedence is:
| License | Number |
|---|---|
| CSLB C7 Low Voltage | #715876 |
| BSIS Alarm Company Operator | #8206 |
| BSIS Qualified Manager | Ofir Yungman — QM #8030 |
| CPUC Utility | ID 1772 / Type DVF |
Dove Communications, Inc. | 1374 E. 41st St., Los Angeles, CA 90011 | (213) 234-2500 | service@dovecommunications.com
The 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.
| Priority | Description | Initial Response | Target Resolution |
|---|---|---|---|
| Emergency / P1 | Complete outage, monitoring down, life-safety failure | 4 hours | Best effort, same day |
| Urgent / P2 | Major degradation, partial outage | 8 business hours | Next business day |
| Standard / P3 | Non-critical issue, single user affected, general service request | 2 business days | 3 business days |
| Low / P4 | Informational request, enhancement, non-urgent change | 5 business days | As scheduled |
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.
Standard 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.
If 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.
Response 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.
Enhanced SLA terms, dedicated support plans, guaranteed response times, and service credits may be available under a separate SLA addendum referenced in the applicable Quote.