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E-911 Service

TeleVoIPs® Emergency Services Policy

Operation and Limitations of the TeleVoIPs 911 Service

Date of Last Revision: August 7th, 2018

This policy forms part of, and is governed by the TeleVoIPs Terms of Service, as applicable. Terms used herein but not otherwise defined shall have the meanings ascribed to them in the Terms of Service.

TeleVoIPs provides access to emergency calling services, allowing most TeleVoIPs users to access either basic 911 or Enhanced 911 (E911) service. TeleVoIPs Office users with a Digital Line, using IP Desk Phones or Softphones, can dial 911 directly from their IP Desk Phones or Softphone. VIRTUAL EXTENSIONS AND MOBILE USERS WITHOUT A DIGITAL LINE CANNOT COMPLETE 911 CALLS THROUGH THE TELEVOIPS MOBILE APP OR SOFTPHONE AND WILL NEED TO DIAL FROM THEIR MOBILE PHONE’S NATIVE DIALER.

Emergency calling services work differently than you may have experienced using traditional wireline or wireless telephones. Your access may differ depending on your location or the device you are using.

  1. Registering Your Location

You must register the address of the physical location where you will use each extension with TeleVoIPs immediately upon activation of your End Point. This is your Registered Address. You or your Account Administrator must accurately register each individual extension using an E-911 form. You must use TeleVoIPs voice services only at the Registered Address provided for the applicable extension. If you move a registered device, you must immediately update and resubmit the TeleVoIPs E-911 form with the new physical location of the device. If you do not update the Registered Address, any 911 calls made from the device may be sent to the wrong emergency response center and will not transmit your current location information to emergency responders, delaying emergency assistance to you. It may take up to several hours for the address update to take effect. Customers with more than one extension are solely responsible for ensuring that an accurate and up-to-date Registered Address is maintained for each extension, and that their End Users are aware of how the Registered Address can be changed.

  1. Service Limitations

TeleVoIPs 911 service will not function (i) in the event of an Internet or power outage; (ii) if your broadband, ISP, or TeleVoIPs Service is terminated; and (iii), using the TeleVoIPs Mobile Application or Softphone. It is possible that network congestion may delay or prevent completion of any 911 call. You will not be able to complete a 911 call if you move to a physical location outside the country in which your extension is provided, or if you are dialing from a TeleVoIPs number that is not a Canadian or United States number.

Users uncomfortable with any of these limitations should use an alternate means of reaching 911.

  1. How it Works

When you dial 911 using voice services from TeleVoIPs, the TeleVoIPs phone number and the Registered Address you have provided is sent to the local emergency center serving your location. In some areas, emergency operators have access to this information; however, in areas where only basic 911 service is available, the emergency operator answering the call may not be able to see your TeleVoIPs telephone number or your Registered Address. You should always be prepared to provide the emergency operator with your TeleVoIPs telephone number and Registered Address in case the call is dropped or disconnected. If you are unable to speak, the emergency operator may not be able to send help to your location and/or call you back should the call be disconnected. TeleVoIPs does not control whether or not the emergency operator receives your telephone number and Registered Address.

In some cases, 911 calls dialed from your TeleVoIPs Office device cannot be directed to the local emergency response center, and are instead directed to a National Emergency Call Center (the “NECC”). That might happen if there is a problem validating a Registered Address, if the Registered Address is an international location, or if the Registered Address is in an area that is not covered by the landline 911 network. 911 calls that are directed to the NECC may not include your TeleVoIPs telephone number or your registered address. Trained operators at the NECC will request your name, location, and telephone number and attempt to reach emergency responders in your local area. Until you give the operator your phone number, and location, he/she may not be able to call you back or dispatch help to your location if the call is dropped or disconnected.

  1. Mobile Applications and Softphones

Calls to 911 should not be placed through TeleVoIPs Mobile Application on a smartphone and should instead be placed through your mobile phone’s native dialer so 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 TeleVoIPs Mobile Application cannot place emergency calls over Wi-Fi access. Emergency dialing is not available through the TeleVoIPs Mobile Application on tablets or other mobile devices without a native phone dialer and a wireless service plan.

  1. Notification of Employees, Guests, or Other Users

Customers must notify any employees, contractors, guests, or persons who may place calls using the Services or may be present at the physical location where the Services may be used, of the limitations of TeleVoIPs 911 Service from your TeleVoIPs IP phone, other equipment, or the TeleVoIPs Softphone.

  1. Disclaimer of Liability for Emergency Call Response

Your use, and use by your employees, guests and other third parties, of TeleVoIPs’ 911 Services are subject to the limitations described herein. The availability of certain features, such as transmission of a Registered Address or your TeleVoIPs telephone number, depends on whether local emergency response centers support those features, and other factors outside of TeleVoIPs’ control. TeleVoIPs relies on qualified third parties to assist us in routing 911 calls to local emergency response centers and to the NECC. TeleVoIPs does not have control over local emergency response centers, the NECC, emergency responders, or other third parties. TeleVoIPs disclaims all responsibility for the conduct of local emergency response centers, the NECC, third parties engaged by Customer to facilitate address updates, and all other third parties involved in the provision of emergency response services. To the extent permitted by applicable Law, you hereby release, discharge, and hold harmless TeleVoIPs from and against any and all liability relating to or arising from any acts or omissions of such third parties or other third parties involved in the handling of or response to any emergency or 911 call.

Customer indemnifies and holds harmless TeleVoIPs, and any third-party provider(s) from any and all third-party claims, losses, damages, fines, or penalties arising out of: (i) Customer or its End User’s provision to TeleVoIPs of incorrect information, including physical addresses, or failure to update a Registered Address; (ii) Customer’s failure to properly notify any person who may place calls using the Services of the 911 limitations; or (iii) the absence, failure, or outage of emergency service dialing using the Services for any reason; and (iv) the inability of any End User to be able to dial 911 or access emergency service personnel for any reason.

Access to Information; Contacting TeleVoIPs, LLC.

To keep your Personal Data accurate, current, and complete, please contact us as specified below. We will take reasonable steps to update, correct, or delete Personal Data in our possession that you have previously submitted via this App or the Services.
Please also feel free to contact us if you have any questions about TeleVoIPs’ Privacy Policy or the information practices of this App.
You may contact us as via email at  [email protected], or via postal mail at TeleVoIPs, LLC., Attn: Privacy, 1130 Bell Shoals Rd., Brandon, FL 33511