Mia Addendum — AI Receptionist Customer Duties

This addendum is part of the SepNets Customer Terms and adds to them for subscriptions to Mia, the AI receptionist. Where this addendum and the Customer Terms conflict, this addendum prevails for Mia. Contact: info@sepnets.io.

1. What Mia is

1.1 Mia is an automated AI system, not a person. Calls answered by Mia are recorded, transcribed and summarized automatically; chats are stored as text.

1.2 Every phone call and website voice call opens with a short spoken disclosure: the call is handled by an AI system and is recorded. Customers can customize the wording of this disclosure for their business, but cannot remove it. Chat conversations answered by the AI display a notice saying so; the customer must keep that notice enabled.

2. Recording and AI disclosure duties

2.1 The customer keeps the call-opening disclosure enabled in the receptionist settings. The customer may adjust the wording to its business name and style, but must keep it stating, clearly and at the start of the call, that the call is handled by an AI system and that it is recorded.

2.2 Recommended disclosure lines (adjust the business name):

• Hebrew: "שלום, אתם מדברים עם [שם העסק]. השיחה מנוהלת על ידי מערכת מבוססת בינה מלאכותית ומוקלטת לצורך איכות השירות."
• English: "Hello, you've reached [Business Name]. This call is handled by an AI system and is recorded for service quality."

3. Outbound calls and SMS — consent

3.1 Mia does not place outbound calls today. Outbound SMS (such as booking confirmations and reminders), and outbound calls if that feature is added later, go only to the customer's existing clients, candidates or sign-ups who agreed to be contacted. No cold calls to strangers and no purchased contact lists.

3.2 Marketing SMS or automated marketing calls require the recipient's prior written opt-in under section 30A of the Communications Law (Bezeq and Broadcasts), 5742-1982. Messages tied to an existing relationship (appointment confirmations and reminders) are not marketing messages, but if in doubt the customer treats the message as marketing and obtains consent.

3.3 The customer honors STOP and opt-out requests immediately, and keeps evidence of the consents it relies on.

3.4 A reminder: the law provides statutory compensation per unlawful marketing message, without proof of damage — this exposure sits with the customer (see the indemnity in the Customer Terms).

4. Sensitive data

4.1 Callers may state health, legal or other sensitive information. The customer is responsible for a lawful basis and for the rules of its sector (medical confidentiality, legal privilege and the like), and for directing Mia not to elicit unnecessary sensitive details.

4.2 SepNets processes such content only as processor, on the customer's instructions and under the Data Processing Agreement.

5. Phone numbers

5.1 The customer must hold rights to any phone number it forwards or connects to Mia, and must not use caller-ID spoofing.

5.2 Telephony elements are provided via Twilio; Twilio's terms apply to the telephony layer. Calls are not recorded by Twilio — the recording is made by the Mia platform itself, and Twilio holds no recording copy.

6. Emergency calls

Mia is not an emergency service. Mia does not replace dialing the Israeli emergency lines, and the customer must not present it as an emergency route. For urgent matters Mia follows the customer's forwarding and transfer rules; the customer should tell callers, where relevant, to dial the emergency numbers directly.

7. Knowledge base and content

The customer gives Mia knowledge only from materials it is authorized to use — its own website, files and answers. Website ingestion covers the customer's own public site, fetched at the customer's direction. The customer is responsible for the content it loads (see also the Customer Terms, sections 10–11).

8. Retention in Mia

8.1 Call recordings, transcripts and AI call summaries are kept for a fixed 90 days from the call and then deleted automatically. The customer may ask SepNets to delete specific recordings earlier.

8.2 Chat and SMS messages handled by Mia are kept while the subscription is active (there is no shorter fixed period for message content) and are deleted with the rest of the business data at subscription end, per the Data Processing Agreement. The customer may ask SepNets to delete specific conversations earlier.

8.3 A customer under a sector duty to keep records longer than 90 days (for example in healthcare or legal services) must export its records before the 90-day deletion — self-service export is available from the management dashboard (a ZIP kept 7 days for download).

8.4 There is no customer-adjustable retention setting for call recordings, transcripts and summaries: the 90-day period is fixed and identical for all customers.

9. Usage limits

Plan minutes, SMS allowances, overage rates and the concurrent-call limit are those of the published price list at the time of the order. A caller arriving while the concurrent-call limit is reached hears a busy signal and is not charged.