SMS Consent Process - 10DLC Compliance

Overview

Siren is an incident management and on-call alerting platform. We send SMS notifications to on-call engineers when critical incidents occur. All SMS messaging requires explicit opt-in consent from users.

User Opt-In Flow

Users provide explicit consent for SMS notifications through two pathways:

1. Onboarding Flow (New Users)

During account setup, users are presented with a clear choice to enable SMS alerts. The process includes:

Step 1: Users choose to add phone number or skip (SMS is optional)

Onboarding Step 2: Phone number entry and consent

Step 2: Explicit consent checkbox with full disclosure

Step 3: SMS verification code sent to confirm number

2. Account Settings (Existing Users)

Users can add or remove their phone number at any time through account settings:

Settings: Phone number entry and consent

Settings: Same consent process available in user settings

Verified: Users can remove their number at any time

Consent Language

Before providing their phone number, users must check a consent box that clearly states:

"I agree to receive incident alerts via SMS from Siren. Message frequency varies based on incident volume. Message and data rates may apply. Reply STOP to opt-out or HELP for assistance."

Additional context provided: "You'll receive incident alerts via SMS from Siren. Message frequency varies based on incident volume. Message and data rates may apply. Reply STOP to cancel or HELP for assistance."

Message Frequency

SMS messages are sent only when incidents occur and the user is on-call. Frequency varies based on:

Number of critical incidents affecting the team
User's on-call schedule (weekly or daily rotations)
Whether the user is currently on-call

Typical usage: 0-10 messages per week for on-call engineers, depending on incident volume.

Opt-Out Process

Users can opt-out of SMS notifications in two ways:

Reply STOP: Users can reply "STOP" to any SMS message to immediately unsubscribe
Remove in Settings: Users can remove their phone number from account settings at any time

Both methods immediately stop all SMS notifications. Users receive email notifications instead.

Use Case: Critical Incident Alerts

SMS notifications are used exclusively for time-sensitive incident alerts:

Production system outages
Critical service degradation
Security incidents requiring immediate response
Infrastructure failures affecting customers

We never send: Marketing messages, promotions, or non-incident notifications via SMS.

Privacy & Data Protection

All phone numbers are:

Encrypted at rest in our database
Used solely for incident notification delivery
Never shared with third parties
Deleted immediately upon user request