{
  "id": "BRD-104",
  "slug": "brd-104",
  "title": "The support phone must reach the business",
  "statement": "The brand support number must route to the business and be answerable during business hours.",
  "rationale": "Reviewers call it. That is the whole check: a number that rings out, reaches a personal voicemail, or lands on a disconnected line tells them the business either does not exist or cannot be contacted, and both readings end the same way. Businesses supply the owner's mobile or a line that was reassigned during an office move, and never learn that the number was the finding.",
  "layer": "BRAND",
  "layerSlug": "brand",
  "object": "brand.phone",
  "severity": "HIGH",
  "detectability": [
    "EXTERNAL_DATA"
  ],
  "failureClass": "TERMINAL_EXTERNAL",
  "authorities": [
    "Klaviyo",
    "Telnyx"
  ],
  "applicabilityText": "Applies to every 10DLC registration.",
  "universal": true,
  "remediation": "Use the number published on the business website, and make sure it is answered — by a person or by a greeting that names the business — during ordinary business hours. Done when calling it yourself from an unknown number reaches the business by name.",
  "notes": "We cannot dial it. What the user has to do is exactly what the reviewer will: call the number from a phone the business does not recognise, in business hours, and listen to what a stranger hears.",
  "phase": "approval",
  "automated": false,
  "attestation": {
    "question": "When you call this number from a phone the business does not recognise, during business hours, does a person or a greeting name the business?",
    "howToCheck": [
      "Do exactly what the reviewer will do: dial it yourself, in business hours, from an unknown number, and listen to what a stranger hears.",
      "Use the number published on the business website, not the owner's mobile — and check it was not reassigned during an office move."
    ],
    "failureLooksLike": "It rings out, or reaches a personal voicemail with no business name. The reviewer reads that as a business that either does not exist or cannot be contacted, and never tells you the number was the finding."
  },
  "url": "https://ekas.io/rules/10dlc/brand/brd-104/",
  "markdown": "https://ekas.io/rules/10dlc/brand/brd-104.md",
  "registry": "https://ekas.io/rules/10dlc/",
  "updated": "2026-07-25",
  "licence": "CC BY 4.0 — https://creativecommons.org/licenses/by/4.0/"
}