E911 SERVICE LIMITATIONS.
IMPORTANT INFORMATION ABOUT EMERGENCY 9-1-1 SERVICE
This IMPORTANT INFORMATION ABOUT EMERGENCY 9-1-1 SERVICE (“9-1-1 Service Limitations “) is agreed, acknowledged and accepted by the Customer in connection with the Customer’s purchase and use of Business Voice System Service.
1. EMERGENCY SERVICES- 911 DIALING
1.1 Differences in Availability and Operation of Emergency Dialing Service (“911” or “E911”). The Customer acknowledges and understands that the Service does NOT function or connect the same way as traditional copper, fiber or wireline telecommunications support for traditional 911 or E911 access to emergency services. The 911/E911 feature offered by the Company in conjunction with the Service are available only on the Company-provided or other approved Equipment as described herein, and only in specific areas, as specified by the Company, and the Customer acknowledges and understands that 911-type dialing is NOT automatic. When ordering the Service, the Customer must separately activate such 911-type dialing capabilities by specifically requesting them at the time of Service activation or thereafter, subject to the Company, governmental and/or industry technical approval, availability and restrictions, as described herein. Such request must contain specific information as requested, and as may be modified by the Company in its sole discretion from time to time, and must be accompanied by the Customer’s acceptance of the specific term, conditions and responsibilities attendant thereto, including but not limited to maintenance and communication to the Company in advance of any changes in information relating to the physical location for which the 911-type capabilities may be activated, and/or authorized login, passwords and authorized users on the account.
The Customer agrees to inform any household residents, guests and other third persons who may be present at the physical location where the Customer utilizes the Service as to the important differences and limitations of the Company 911 dialing Service as compared with traditional 911 or E911 dialing, as set forth in this Agreement, including without limitation the conspicuous posting on the device of any caution or warning materials as may be appropriate, and the Customer agrees to make reasonable efforts and use reasonable judgment in informing them of the proper and specific operation and requirements of the Service, if available, and/or to restrict third parties’ access to the Service for any purpose.
1.2 Description of 911-Type Dialing Capabilities – Activation Required. The Customer acknowledges and understands that 911-type dialing is NOT automatic. The Customer acknowledges and understands that the Customer cannot dial 911 from this Service unless and until the Customer has registered its location information and agree to maintain the accurate information. Once the Customer has registered the location information, the Customer may dials 911 as needed, provided that all other Service requirements, including but not limited to, power supply, broadband internet connection, internet service provider login or “timing out” (even with an automatic restart that may cause a reassignment by the Customer’s internet service provider of a different session-based internet address), and Service login are activated, operational and uninterrupted for the entire duration of the call. When the Customer dials 911 from its designated physical location, the Customer’s call is routed from the Company network to the Public Safety Answering Point (PSAP) or to local emergency service personnel designated for the address that the Customer listed at the time of registration. The Company can only route 911-type calls within certain geographic areas, from the Company-provided Equipment and IP phone primary number assignments designated by the Company as geographically appropriate, as locations within such areas may be confirmed by the Company upon Service activation. The Customer acknowledges and understands that any 911-type calls made from any physical or geographical location other than the physical location designated and associated with the account, regardless where a caller or third party desires or requires emergency assistance, will fail. When the Customer dials 911 on its phone utilizing the Company’s Service, the Customer’s call might be routed to a different dispatcher than that used for traditional 911 dialing. The dispatcher will be located at either the PSAP or will be local emergency service personnel designated for the address that the Customer listed at the time of registration for the Service.
As described herein, this 911-type dialing currently is NOT the same as traditional 911 or E911 dialing, and at this time, does not necessarily include all of the capabilities of traditional 911 dialing or E911 dialing. Note, in particular, that certain features of “E911” may not be available in the Customer’s area or technically feasible via this Service. While certain call-back capabilities, if they are available, may function on this Service, any interruption before, during or after any call — in power supply, broadband internet connection, internet service provider login or “timing out” (even with an automatic restart that may cause a reassignment by the Customer’s internet service provider of a different session-based internet address), or Service login may cause these features to fail.
2. Service Outage
2.1 Power Outage. The Customer acknowledges and understands that 911 dialing, like the Service as a whole, does not function in the event of a power failure. Should there be an interruption in the power supply, the Service and 911 dialing will not function until power is restored. A power failure or disruption may require the Customer to reset or reconfigure equipment, connections or logins, prior to utilizing the Service or 911 dialing.
2.2 Broadband Service Outage. The Customer acknowledges and understands that service outages or interruptions by its broadband provider will prevent ALL Service including 911 dialing. Even a brief interruption in the Customer’s broadband Internet connection may cause the Service and 911 calling to fail until Customer resets or reconfigures equipment, connections or logins.
2.3 Service Outage Due to Suspension of Customer’s Account. The Customer acknowledges and understands that service outages due to suspension of its account as a result of billing issues will prevent ALL Service including 911 dialing.
2.4 Other Service Outages. The Customer acknowledges and understands that if there is a service outage for ANY reason, such outage will prevent ALL Service, including 911 dialing. Such outages may occur for a variety of reasons, including, but not limited to, those reasons described elsewhere in this Agreement.
3. Failure to Designate the Correct Physical Address When Activating 911 Dialing. If the Customer does not correctly identify the actual location where its Equipment will be located at the time the Customer registers for the Service, 911 communications may be misdirected to an incorrect local emergency service provider.
4. Change of Physical Location of Equipment. 911 dial will not function correctly if the Customer moves its Equipment to a location other than that provided then the Customer registered for the Service. In such event, in order to have 911 calling routed correctly, the Customer must update its service address with the Company.
5. Requires Re-Activation if the Customer Moves. The Customer acknowledges and understands that 911 dialing does not function properly or at all if the Customer moves or changes the physical location of its Equipment to a different street address. Failure to provide the current and correct physical address and location of the Customer’s Equipment will result in any 911 dialing the Customer may make being routed to the incorrect local emergency service provider.
6. Possibility of Network Congestion and/or Reduced Speed for Routing 911. Due to the manner in which it is technically possible to provide the 911 dialing feature for Business Voice System Service at this time, the Customer acknowledges and understands that there is a greater possibility of Network congestion and/or reduced speed in the routing of a 911 communication made utilizing its equipment as compared to traditional 911 dialing over traditional public telephone networks. The Customer acknowledges and understands that its call may be routed to a different dispatcher than that used for traditional 911 dialing. The dispatcher will be located at either the PSAP or will be local emergency service personnel designated for the address the Customer listed at the time the Customer registered for the Service. The Customer acknowledges and understands that there may be a greater possibility that the general telephone number for the local emergency service provider will produce a busy signal or will take longer to answer, as compared to those 911 calls routed to the 911 dispatcher(s) who are specifically designated to receive incoming 911 calls using traditional 911 dialing.
7. Automated Number Identification: At this time in the technical development of the Company’s 911 dialing, it may or may not be possible for the PSAP and the local emergency personnel to identify the Customer’s phone number when the Customer dials 911 by using Business Voice System Service. The Company’s system is configured in most instances to send the automated number identification information; however, the phone system routes the traffic to the PSAP and the PSAP itself must be able to receive the information and pass it along properly, and they are not yet always technically capable of doing so. The Customer acknowledges and understands that PSAP and emergency personnel may or may not be able to identify its phone number in order to call the Customer back if the call is unable to be completed, is dropped or disconnected, or if the Customer is unable to speak to tell them his phone number and/or if the Service is not operational for any reason, including without limitation those listed elsewhere in this Agreement.
8. Automated Location Identification. At this time in the technical development of the Company 911 dialing, it may not be possible to transmit identification of the Customer’s service address that the Customer has listed to the PSAP and local emergency personnel for its area when the Customer dial 911 by using Business Voice System Service. The Customer acknowledges and understands that the Customer may need to state the nature of its emergency promptly and clearly, including its location, as PSAP personnel will NOT have this information. The Customer acknowledges and understands that PSAP and emergency personnel may not be able to find its location if the call is unable to be completed, is dropped or disconnected, if the Customer is unable to speak to tell them his location, and/or if the Service is not operational for any reason, including without limitation those listed elsewhere in this Agreement.
9. Alternative 911 Arrangements. The Customer acknowledges that this Service is not offered as a primary line or lifeline service. The Customer should always have an alternative means of accessing traditional 911 or E911 services.
10. No compatibility with other equipment. All non-voice communications equipment, including but not limited to, home security systems that are set up to make automatic phone calls, fax machines, modems and medical monitoring devices, may not compatible with the Service. By accepting this Agreement, the Customer waives any claim against the Company for interference with or disruption of such systems due to the Services.