MASTER SERVICE AGREEMENT

This MASTER SERVICE AGREEMENT (“Agreement”) shall govern the provision of Voice over Internet Protocol telephone and hosted PBX services to customers by CoPilot VoIP, LLC, a corporation organized under the laws of Texas.

NOTIFICATION: This document constitutes an official notification of the terms and conditions under which CoPilot VoIP, LLC provides its services.

SCOPE OF SERVICES: CoPilot VoIP, LLC’s VoIP Service is an enhanced voice communication service where the voice communication is converted to Internet Protocol (‘IP’) and carried over high-speed Internet access. This service is separate from standard Local, Local Toll, and Long-Distance services and includes various calling and call management features, which may be offered at additional costs.

SERVICE REQUIREMENTS: CoPilot VoIP, LLC’s VoIP Service requires specialized customer premises equipment to connect to your broadband connection, and a broadband connection via DSL, cable, fiber optic, cellular or other wireless broadband. Since voice over IP depends on the broadband connection, the availability of an adequate power supply, and correct configuration, CoPilot VoIP, LLC does not guarantee that the Service will be continuous or error-free.

SERVICE OUTAGES: Various factors such as power outages, internet outages, or ISP service suspensions may prevent all Service, including emergency dialing, from functioning. Customers are responsible for understanding these limitations.

DISCLAIMER OF LIABILITY AND INDEMNIFICATION: CoPilot VoIP, LLC disclaims all responsibility for the conduct of local emergency response centers and any third-party data used to route calls. Neither CoPilot VoIP, LLC nor its officers or employees may be held liable for any claim, damage, or loss arising from or relating to our 911 Dialing service unless it arises from our gross negligence, recklessness, or willful misconduct.

INCOMPATIBILITY WITH CERTAIN SYSTEMS: The Service is not fully compatible with fax machines, credit card machines, and certain security systems. Customers are responsible for ensuring compatibility with these systems.

SERVICE TERM INFORMATION: The initial term of this Agreement is specified in the corresponding Equipment Rental or Lease Agreement. This Agreement will automatically renew on a month-to-month basis unless terminated as outlined herein.

INSTALLATION PROCEDURE POLICY: CoPilot VoIP, LLC is not responsible for loss of income or time due to order completion delays, service outages, missed appointments, or any other factors beyond our control.

PORTING EXISTING NUMBERS: Customers are responsible for ensuring their previous service provider releases their phone numbers. CoPilot VoIP, LLC will assist in this process but is not responsible for any delays or charges from the outgoing service provider.

EQUIPMENT & WARRANTY DISCLAIMERS: CoPilot VoIP, LLC provides required equipment for IP communication systems as outlined in the service proposal. The equipment is subject to the manufacturers’ warranty, and CoPilot VoIP, LLC is not responsible for any failure due to customer actions or omissions.

ACCOUNT BILLING & INVOICING: Billing commences on the Activation Date. Customers are responsible for all charges incurred thereafter. Details on billing, payment, and taxes are outlined in this section.

LIABILITY & LIMITATIONS: CoPilot VoIP, LLC is not liable for damages resulting from use, misuse, or service outage. Technical support is limited to the connectivity and configuration of phones for our services.

MUTUAL HOLD HARMLESS & INDEMNIFICATION: The customer agrees to indemnify and hold harmless CoPilot VoIP, LLC and its directors, officers, employees, and agents from any claims or damages arising from the use of the service.

FORCE MAJEURE: CoPilot VoIP, LLC is not liable for delays or failures in performance resulting from events beyond its reasonable control.

ARBITRATION & CHOICE OF LAW OR JURISDICTION: Disputes may be submitted to binding arbitration. This Agreement shall be governed by the laws of Texas.

NON-DISCLOSURE: Both parties agree to keep confidential any proprietary information exchanged during the term of this Agreement.

ASSIGNMENT: This Agreement may not be assigned by the customer without CoPilot VoIP, LLC’s consent. CoPilot VoIP, LLC may assign this Agreement at its discretion.

TERMINATION–CANCELLATION POLICY: Terms for termination and cancellation, including applicable fees, are outlined in this section.

ACCEPTABLE USE POLICY: Fair and reasonable use of CoPilot VoIP, LLC’s Products and Services is required. Abnormal or excessive usage may result in service modification or termination.

FINAL QUALIFICATION: CoPilot VoIP, LLC commits to providing quality Hosted PBX Services but is not responsible for the quality of personal computers or modifications made to provided equipment.

These terms describe the procedures law enforcement authorities and individuals involved in civil litigation should follow to request data from CoPilot VoIP, LLC.

These guidelines are for informational purposes only and do not constitute a commitment by CoPilot VoIP to provide information. CoPilot VoIP reserves the right to require reasonable reimbursement for responses to data requests. CoPilot VoIP may revise these guidelines at any time without notice, with updates posted on the website.

CoPilot VoIP reserves the right to respond or object to any data request in a manner consistent with applicable law.

Private litigants should seek data directly from the CoPilot VoIP Customer or End User, who can download relevant data from their CoPilot VoIP Admin Portal.

I. CoPilot VoIP’s Commitment to Account Holders CoPilot VoIP prioritizes the privacy and trust of our Customers and responds to requests for customer data in accordance with our Terms of Service and Privacy Notice, available on our website. We may not respond to requests that violate legal processes.

II. Data Requests CoPilot VoIP considers requests made through formal legal processes. For Customers or End Users needing their own data, refer to CoPilot VoIP’s Individual’s Rights and Complaints Handling Procedure.

A. Data Requests: These are requests for information related to a CoPilot VoIP customer account in connection with official investigations or legal actions. We generally will not respond to data requests unless they are made through formal legal processes, such as subpoenas, court orders, search warrants, or civil investigative demands.

B. Preservation Requests: CoPilot VoIP may agree to preserve specified account data for ninety (90) days, pending formal legal process, subject to fees.

C. Emergency Requests: CoPilot VoIP considers emergency data requests in situations involving imminent risk of serious bodily harm or death.

III. Service of Process for Data Requests CoPilot VoIP reviews and responds to properly served data requests as required by law, subject to our Terms of Use and Privacy Notice.

A. Service of Process by Law Enforcement: CoPilot VoIP accepts service of legal processes via email at support@copilotvoip.com, subject to change.

B. Service of Process in Civil Matters: Service in civil matters should conform to the laws of the State of Texas.

IV. Additional Restrictions and Terms CoPilot VoIP reserves the right to require payment in advance for data production and to enforce charges through collections or other legal means.

V. Information to Include in Data Requests Data Requests must include specific information, such as telephone number, date range, and other identifying information. For law enforcement requests, additional verification details are required.

VI. Types of Information Available Depending on the legal process, CoPilot VoIP may provide various types of data, including Basic Subscriber Information, Billing History, Additional Numbers or Extensions, Comment Logs, Call/Fax Log Records, SMS Log Records, and Content of Communications.

VII. Data Retention Periods CoPilot VoIP retains data for varying periods depending on the account type and customer actions. Data deleted by the customer cannot be recovered.

VIII. Notification of Customers CoPilot VoIP notifies customers of Data Requests unless legally prohibited. Law enforcement should obtain a court order if notification would jeopardize an investigation.

IX. Non-US Requests Non-US Data Requests typically require an MLAT Request or letter interrogatory.

X. Questions/Status Requests Inquiries regarding these guidelines should be directed to [Your Contact Email]. Allow at least ten (10) business days before inquiring about the status of a request.

XI. Cost Reimbursement CoPilot VoIP requires fees for data requests, covering various types of data provision and services. Additional fees may apply for burdensome requests.

General Compliance and Eligibility Under 10DLC regulations, CoPilot VoIP, LLC cannot provide SMS/MMS functionality to businesses classified as Sole Proprietorships without Employer Identification Numbers (EINs). All businesses must provide an EIN to CoPilot VoIP, LLC during setup.

Campaign Limits Each campaign can support up to 49 SMS/MMS-activated numbers.

Non-Use Fee Businesses enrolled in our services will incur a $500 fee for non-use after 90 days.

Carrier Fees and Account Restrictions: It is the responsibility of the client to be aware of and adhere to any additional restrictions when sending SMS messages. Compliance with all policies related to the recipient number is mandatory.

Prohibited Campaigns: CoPilot VoIP, LLC prohibits certain types of campaigns for SMS usage, including but not limited to:

• Loan and mortgage advertisements
• Credit repair offers
• Debt relief and collection attempts
• Work-from-home, secret shopper advertisements
• Alcohol, tobacco, firearms advertisements
• Drug, pharmaceutical, vitamin advertisements

Some campaigns designed to engage existing customers may also be prohibited due to similarity to the above. Special exemptions may be granted for registered TCR campaigns.

Prohibited Content: Certain content in messages is strictly prohibited, which can lead to service suspension or blocking. This includes, but is not limited to, messages that:

• Engage in illegal activities
• Promote adult content
• Contain hate speech or violent content
• Promote controlled substances, regardless of legality
• Contain misleading or harmful links

CoPilot VoIP, LLC reserves the right to update this list and determine message appropriateness at its discretion.

SMS/MMS Pricing Structure: CoPilot VoIP, LLC aims to offer transparent, simple, and affordable rates for SMS/MMS services.

• One-time Campaign Registration Fee: $25.00
• Monthly Campaign Fee: $10.00
• Inbound and Outbound SMS/MMS messages: $0.01075 each

Carrier Charges for SMS/MMS Messages: Additional carrier fees apply for both inbound and outbound messages. These fees vary by carrier and are outlined below: