This document provides important information about emergency 911 calling using the Service of Company.
This document also describe the steps that you, as a customer of this service (‘you’), should take your safety and the safety of Your employees and visitors.
Capitalized terms used in this document but not otherwise defined have their respective meanings set forth in the Master Service Agreement between You and Company. Note that this document is incorporated into the terms of Your Master Service Agreement and creates a legally binding obligation on You.
Emergency 911 Services (including Enhanced 911 or ‘E911’) provided by Company differ from the emergency calling services provided by a traditional telephone company. These differences may have an adverse impact upon the ability or timeliness of 911 responders to respond to or assist You or others in the event of an emergency
As part of the process of purchasing the Services, You provide us with the street address, city, and state where You will be using the Services. For the purposes of 911, and to ensure the safety of You, Your employees, and Your visitors, You must register with Company the physical location where each user will utilize the Service with each business number.
Please note that it is Your responsibility to confirm the accuracy of Your Service Address upon initial registration, and upon any further changes, additions, or transfers of phone numbers. You can do this by using Your account. In addition, it is Your obligation to require each user to provide Company with their specific location within Your premises in the event of an emergency. It is Your responsibility to inform each user that when the user moves the device to another location, the user must inform You, and in turn, it is Your obligation to update Your registered address. It is Your responsibility to update Company promptly when You or any user changes the physical location to which service is provided. If You (or Your users) do not update location information, Your 911 calls may be directed to an emergency center near Your old address (instead of the new location), which may result in 911 responders being delayed in responding, or unable to respond, to the reported emergency. You may register only one 911 location at a time. To be clear, You must re-register the Service Address with Company each time the Service Address changes. Please note that this is standard and customary practice for any Internet-based voice service, and it is designed to keep You, Your employees, and Your visitors safe in case of an emergency.
Except as provided below for Canada, US customers have access to either basic 911 or E911 service depending on their service location:
Calls to 911 placed through the Mobile Application on a smartphone are automatically routed to the native dialer on the smartphone, and the call will be handled by your wireless service provider if wireless service is available. If your wireless service is unavailable, the 911 call cannot be placed. The Mobile Application cannot place emergency calls over Wi-Fi access.