Master Emergency Dispatch Service Agreement

1. Scope of Engagement

This Master Emergency Dispatch Service Agreement ("Agreement") governs the partnership between StormGrade ("Company") and the client damage restoration firm ("Client"). StormGrade provides caller intake, technician notifications, job tracking and inspection booking workflows within the configured service scope.

2. Operational Boundaries

StormGrade records intake, dispatch and arrival observations within the configured workflow. The Client manages field mitigation, dry-outs, reconstruction estimates and restoration job invoices. Inspections are booked through Retell's official calendar integrations. Without a connected calendar, the request goes to the office for handling.

3. Commercial Terms & Retainer Structure

Client engages StormGrade for the services and monthly fee set forth in Client's signed Commercial Response Agreement ("Account Agreement"). Payment is made via verified commercial bank transfer or domestic wire upon invoice issuance. Any setup fees and the agreed service scope are governed by the signed Account Agreement.

4. Service Capacity & Measured Response

Supported call capacity, response targets and the human backup route are reviewed during setup and confirmed in the Client's specific Account Agreement. This page does not promise unlimited call volume, a fixed response time or automatic service credits.

On-Duty Roster: StormGrade maintains technician contact details and the on-call rotation using information supplied by the Client. The Client tells their StormGrade contact when something changes. A dispatch request does not prove that a technician received an alert or accepted a job.

Measurement: Reports distinguish server requests, carrier acceptance and delivery, technician claims, and arrival observations. Missing evidence remains unavailable rather than being counted as success.

Service Credits: Any specific response commitment or credit applies only as stated in the signed Account Agreement. Operator review of actual records is required; this page does not automatically issue or verify a refund.

5. Term & Cancellation

Billing periods, renewal and cancellation notice are specified in the signed Account Agreement. Contact StormGrade to request a change; account registration does not itself confirm payment or activate forwarding.

Your phone line. Call forwarding works only while the Client's own phone plan stays active and paid. Forwarded calls normally use that plan's minutes: on unlimited plans this usually costs nothing extra, but some carriers charge per minute for forwarded calls. StormGrade reviews the plan with the Client during onboarding. StormGrade tests forwarding once a day and tells the Client at once if it stops working.

6. Confidentiality & Incident Records

Caller details, transcripts, recordings, photographs and dispatch records are used to handle the Client's service requests. The Client must have authority to provide these details and obtain required permissions from callers and message recipients. Registration does not establish ownership of every record, obtain permission from another person, or authorize call forwarding. A private access link expiring does not delete its underlying records.

StormGrade records every call. A recording notice plays by default; the Client may choose its wording or request its removal during onboarding. StormGrade records that choice in writing and warns that removing the notice can create legal risk. The recording arrangement must be reviewed by US counsel before the first client goes live. Retention and deletion terms also require review; this page does not establish that live settings or a deletion process have been approved.

Retell handles voice processing; Twilio handles phone numbers, texts and notification calls. Supabase stores service records. Their terms and the signed Account Agreement must cover handling, access, retention, deletion and any required disclosures. See the privacy notice.

7. Dispatch Texts & Notification Calls

The Client must retain each recipient's written permission for dispatch texts and notification calls at the supplied number. An owner's confirmation records an assertion about separately held permission; it is not the recipient's agreement. Registration acknowledgment and a signed service agreement do not enroll technicians or homeowners in messages.

Message frequency varies with requests and job activity. Message and data rates may apply. Reply STOP to unsubscribe from texts or HELP for help. Read the SMS terms. Contact info@stormgrade.org for service or privacy questions.

8. Safety & Activation

For danger to a person, call 911. StormGrade does not replace emergency services. Live activation requires the signed Account Agreement, reviewed consent and retention settings, messaging registration, delivery checks and a tested backup phone route. Creating an account or adding a number does not satisfy these requirements.