{
  "id": "POL-190",
  "slug": "pol-190",
  "title": "SMS terms must give a working support contact",
  "statement": "The SMS terms must provide a support email or phone number a consumer can actually reach.",
  "rationale": "CTIA requires help routes not to be dead ends: the contact in your terms must lead to a human. A support address on a domain the brand does not own, or one that bounces, converts a compliance document into a broken promise.",
  "layer": "POLICY_PAGE",
  "layerSlug": "policy-page",
  "object": "terms body",
  "severity": "MEDIUM",
  "detectability": [
    "CRAWL"
  ],
  "failureClass": "TERMINAL_POLICY",
  "artifact": "sms_terms",
  "authorities": [
    "CTIA",
    "TCR"
  ],
  "applicabilityText": "Applies to every 10DLC registration.",
  "universal": true,
  "remediation": "Include a monitored support email on the brand's own domain, or a phone number that is answered, in the SMS terms.",
  "example": "For help with our messaging programme, email support@acmecoffee.com or call 415-555-0134.",
  "catalogIds": [
    "POL-174"
  ],
  "phase": "approval",
  "automated": true,
  "url": "https://ekas.io/rules/10dlc/policy-page/pol-190/",
  "markdown": "https://ekas.io/rules/10dlc/policy-page/pol-190.md",
  "registry": "https://ekas.io/rules/10dlc/",
  "updated": "2026-07-25",
  "licence": "CC BY 4.0 — https://creativecommons.org/licenses/by/4.0/"
}