9-1-1 Emergency Service with VoIP/SIP

9-1-1 Emergency Calls Using Introtel’s VoIP Based Services in Canada

Definitions:

“Fixed Native VoIP Service” as defined in CRTC Decision 2005-21, is VoIP service used from a fixed address with a telephone number that is native to one of the exchanges within the customer’s PSAP serving area.

“Fixed Non-Native VoIP Service” as defined in CRTC Decision 2005-21, is VoIP service used from a fixed address with a telephone number that is not native to one of the exchanges within the customer’s PSAP serving area.

“Nomadic VoIP Service” as defined in CRTC Decision 2005-21, is VoIP service used on a nomadic basis, where the customer does not necessarily make calls from a fixed address.

VoIP and 911 Service:

(a) VoIP: VoIP services allow Clients 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 Client acknowledges, understands and agrees that differences exist between traditional telephone service and VoIP telephone services, including the lack of traditional 9-1-1 emergency services.

(b) 9-1-1 Service: Because of the unique nature of VoIP telephone calls, emergency calls to 9-1-1 through VoIP will be handled differently than traditional telephone services. The following provisions describe the differences and limitations of 9-1-1 emergency calls, and the Client hereby acknowledges and understands that the Introtel service is not a traditional telephone service. There are important differences between traditional 9-1-1 telephone services and the services provided by Introtel as set out in these Terms and Conditions. Clients must review the section below in its entirety.

Important information about emergency 9-1-1 service

(a) Placing 9-1-1 Calls: If the Client makes a 9-1-1 emergency call, Introtel will attempt to automatically route the Client’s 9-1-1 call through a third-party service provider to the Public Safety Answering Point (“PSAP”) corresponding to the Client’s address of record on his or her account. However, due to the limitations of the VoIP telephone services, the Client’s 9-1-1 call may be routed to a different location than that which would be used for traditional 9-1-1 dialling. For example, the Client’s call may be forwarded to a third party, specialized call-center that handles emergency calls. This call-center is different from the PSAP (Public Safety Answering Point) that would answer a traditional 9-1-1 emergency call, which has automatically generated the Clients address information. Consequently, the VoIP Client will be required to provide his or her name, address, and telephone number to the call-center operator.

(b) How your information is provided: Introtel will attempt to automatically provide the PSAP dispatcher or emergency service operator with the name, address and telephone number associated with the Client’s account. However, for technical reasons, the dispatcher receiving the call may not be able to capture or retain the Client’s name, phone number or physical location. Therefore, when making a 9-1-1 emergency call, the Client must be prepared to immediately (confirm and) inform the dispatcher of his or her location and call-back number (or the location of the emergency, if different), since the operator may not have this information. If the Client is unable to speak, the dispatcher may not be able to locate him/her if the Client’s location information is not up to date.

(c) Correctness of information: The Client is responsible for providing, maintaining, and updating correct contact information (including name, address and telephone number) with his or her account. If the Client does not correctly identify the actual location where he/she is located, or if the Client’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. For example, if the Client changes the address from which he or she uses their Phone service, access to 9-1-1 Service will not function properly. Upon moving to a new address, or change of use of Phone service, the Client must immediately notify and advise Introtel by email or by telephone with the most current location information. Failure to advise Introtel of any changes will adversely affect the ability to access 9-1-1 Service.

(d) 9-1-1 for Auto Attendant/Group clients: For Auto Attendant/Group Clients with their associated extensions, please note that only the main company number and the main company service address will be on file for 9-1-1, regardless of where the associated extension is located.

(e) Disconnections: During the 9-1-1 call, the Client must not disconnect the 9-1-1 emergency call until told to do so by the dispatcher, as the dispatcher may not have the Client’s number or contact information. If the Client is inadvertently disconnected, he/she must call back immediately.

(f) 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.

(g) 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:

• if your service or your system (service) access equipment fails or is not configured correctly

• if your VoIP service is not functioning correctly for any reason, including power outages, VoIP service outage, suspension or disconnection of your service due to billing issues, network or Internet congestion,

• network or Internet outage in the event of a power interruption; you may need to reset or reconfigure the system access equipment before being able to use the VoIP service, including for 9-1-1 emergency calls;

• changing locations—if you move your system access equipment to a location other than that described in the Client’s account information or otherwise on record with Introtel.

(h) Inform other users: The Client must ensure full understanding of the 9-1-1 Service limitations and is responsible for notifying, and agrees to notify, any user or potential users of VoIP services aware of the nature and limitations of 9-1-1 emergency calls on the VoIP services as described herein.

Limitation of Liability:

Clients are advised to carefully review this section with respect to Introtel limitations of liability.

The Client confirms that they have read and understood these 9-1-1 service differences. By accepting these terms, the Client accepts Introtel VoIP services on these terms, and hereby waives any and all claims or causes of action against Introtel, its affiliates, underlying carriers, officers, directors, employees, agents or contractors, licensors, and suppliers arising from or relating to the Introtel 9-1-1 service. The Client also agrees to indemnify, defend and hold harmless the above persons from any such claims for damages, including legal fees. The Client’s waiver and indemnity in this section shall survive termination of this Agreement.
Collect Call and Operators Services: Introtel does not currently offer collect calls or operator assistance.
Broadband Service Outage: The Client acknowledges and understands that service outages by his or her broadband Internet service provider will prevent Introtel services.
Loss of Service Due to Power Failure: The Client acknowledges and understands that the service does not work in the event of power failure and will resume when power is restored. A power failure or disruption may require a re-set or reconfiguration of the equipment prior to restoration of the service.
Service Outage Due to Suspension of a Client’s Account: The Client acknowledges and understands that service outages due to suspension of the account as a result of billing issues will prevent all service elements from operating.
Other Service Outages: The Client acknowledges and understands that if there is a service outage for any reason; such outage will prevent all service, including 9-1-1 service.