Cornerstone Group LLC, doing business as Second Line Services ("we", "us", "our"), provides missed-call recovery and SMS follow-up services on behalf of participating home service businesses (HVAC, plumbing, electrical, and similar trades). This policy explains what information we collect when you interact with our service, how we use that information, and your rights.
Cornerstone Group LLC operates the Second Line Services platform as a service provider to participating home service businesses. The participating business is responsible for the underlying customer relationship and for ensuring that any use of our platform complies with the consumer-protection laws applicable to their industry. Cornerstone Group LLC is responsible for the technical operation of the messaging service and for compliance with telecommunications regulations and carrier requirements (including TCPA and A2P 10DLC). We use third-party service providers, including Twilio, to deliver SMS messages on our behalf; those providers act only as service processors under contractual data-protection terms.
When a call you place to a participating business is unanswered and forwarded to our infrastructure, or when you exchange SMS messages with a participating business through our service, we may collect:
We use the information collected only to:
Your information may be shared with the specific participating business you called (so they can respond to your service request) and with infrastructure providers that help operate the service (such as our SMS and voice carrier), under contractual data-protection terms.
You consent to receive ongoing SMS messages from us by replying YES to our initial message. The opt-in process has two steps. First, when you call a participating business's published phone number and the call is unanswered, your call is forwarded to our infrastructure where an automated voice disclosure plays. The disclosure names the participating business, acknowledges the missed call, states that a single follow-up text will be sent, and offers you the option to leave a voicemail. Second, we send a single SMS to your phone number asking whether you would like to continue the conversation by text. If you reply YES, that response is captured and recorded as your affirmative consent to receive further messages related to your inquiry. If you do not reply, or you reply STOP, no further messages are sent.
You can opt out of receiving SMS at any time by replying STOP to any message you receive from us. After we receive a STOP reply, we will send a single confirmation ("You're opted out. Reply START to opt back in.") and will not send further SMS to your phone number across any participating business operating through our service. To resume receiving messages, reply START.
Before you opt in, we send at most a single SMS — the initial opt-in prompt. If you do not reply YES, no further messages are sent. After you opt in by replying YES, conversational follow-up continues for the duration of the active service request and is paced by the operator handling your inquiry. Total message volume varies based on the back-and-forth needed to resolve your service request.
We retain SMS message content, voicemail recordings and transcripts, and consent audit records for as long as necessary to provide service, demonstrate compliance with carrier and regulatory requirements, and respond to inquiries from recipients or carriers. You may request deletion of your data at any time using the contact information below; we will honor deletion requests except where retention is required to demonstrate compliance with carrier or regulatory rules.
You may:
To exercise any of these rights, contact us at hello@secondline.services.
We take reasonable technical and operational measures to protect your data, including access controls, audit logs, and secure storage of recordings and message content. No system is completely secure, and we cannot guarantee absolute security against unauthorized access or disclosure.
Our service is not directed to children under 13. We do not knowingly collect information from children. If you believe a child has provided information to us, contact us and we will delete it.
We may update this policy from time to time. Material changes will be reflected in the Effective Date above. Continued use of the service after a policy update constitutes acceptance of the revised policy.
For privacy questions or to exercise any rights described above, contact us at hello@secondline.services.