For Canada

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.      Description: VoIP Services allow the Customer to make or receive telephone calls over the Internet to or from the public switched telephone network. The nature of VoIP telephone calls, while appearing similar to traditional telephone calling services, create unique limitations and circumstances, and the Customer acknowledges and agrees that differences exist between traditional telephone service and VoIP telephone services, including the lack of traditional 9-1-1 emergency services.

2.      9-1-1 service: Because of the unique nature of VoIP telephone calls, emergency calls to 9-1-1 through the Customer’s VoIP Service will be handled differently than traditional phone service. The following provisions describe the differences and limitations of 9-1-1 emergency calls, and the Customer hereby acknowledges and understands the differences between traditional 9-1-1 service and VoIP calls with respect to 9-1-1 calls placed to emergency services from its account as described below

3.      Placing 9-1-1 calls: When the Customer make a 9-1-1 emergency call, the VoIP Service will attempt to automatically route the Customer’s 9-1-1 call through a Third Party Vendor to the Public Safety Answering Point (“PSAP”) corresponding to the Customer’s address of record on its account. However, due to the limitations of the VoIP telephone services, the Customer’s 9-1-1 call may be routed to a different location instead of which would be used for traditional 9-1-1 dialing. For example, the Customer’s call may be forwarded to a third-party specialized call center that handles emergency calls. This call center is different from the PSAP that would answer a traditional 9-1-1 call which has automatically generated the Customer’s address information, and consequently, the Customer may be required to provide its name, address, and telephone number to the call center.

4.      How the Customer’s information is provided: The VoIP Service will attempt to automatically provide the PSAP dispatcher or emergency service operator with the name, address and telephone number associated with the Customer’s account.  However, for technical reasons, the dispatcher receiving the call may not be able to capture or retain the Customer’s name, phone number or physical location. Therefore, when making a 9-1-1 emergency call, the Customer must immediately inform the dispatcher of its location (or the location of the emergency, if different). If the Customer is unable to speak, the dispatcher may not be able to locate the Customer if his location information is not up to date.

5.      Correctness of information: The Customer is responsible for providing, maintaining, and updating correct contact information (including name, residential address and telephone number) with his account. If the Customer does not correctly identify the actual location where he is located, or if the Customer’s account information has recently changed or has otherwise not been updated, 9-1-1 calls may be misdirected to an incorrect emergency response site.

6.      Disconnections: The Customer must not disconnect the 9-1-1 emergency call until told to do so by the dispatcher, as the dispatcher may not have its number or contact information automatically. If the Customer is inadvertently disconnected, the Customer must call back immediately.

7.      Connection time: For technical reasons, including network congestion, it is possible that a 9-1-1 emergency call will produce a busy signal or will take longer to connect when compared with traditional 9-1-1 calls.

8.      9-1-1 calls may not function: For technical reasons, the functionality of 9-1-1 VoIP emergency calls may cease or be curtailed in various circumstances, including but not limited to:

(1) Services outages, including without limitation, power outages, suspension or disconnection of the Services due to the Customer’s billing issues, network or Internet congestion or outage or force majeure;

(2) Failure or improper configuration of the Customer’s equipment, including without limitation, fails to reset or reconfigure the equipment if the Customer moves the equipment to a location other than that described in its account information or otherwise on record with the Company.

9.      Alternate services: If the Customer is not comfortable with the 9-1-1 Service Limitations, the Company recommends that the Customer terminates the VoIP services or consider an alternate means for accessing traditional 9-1-1 emergency services.


10.  Inform other users: The Customer is responsible for notifying, and the Customer agrees to notify, any user or potential users of its VoIP Services of the nature of 9-1-1 emergency calls on the VoIP Services and this 9-1-1 Service Limitations as described herein.