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Emergency Services 911 Dialing

CoreDial 911/E911 Services. CoreDial, at its option, may make available Enhanced 911 Service (“E911”) and/or Basic 911 Service call routing for Service Provider to offer to End-User customers. However, CoreDial’s Services do not automatically include 911/E911 service, and must be purchased separately from any voice communication service. As the retail service provider, it is Service Provider’s sole responsibility to comply with all applicable E911/911 requirements, and to the extent required by federal or state law, order, regulation or rule to provide E911 or 911 service. Customer may elect to secure 911/E911 services through CoreDial to offer to its End-User customers, subject to these terms.

CoreDial contracts with a third party to provide E911/911 service. Such service uses the address of each registered location to determine the nearest emergency response center and then forward the call to a general number at that center. When the center receives the call, the operator will not have your End User’s address and may not have your End User’s phone number. Your End Users must therefore provide their address and phone number in order to get help. Some local emergency response centers may decide not to have their general numbers answered by live operators 24 hours a day. If we learn that this is the case, we will send your End User’s call instead to a national emergency calling center and a trained agent will contact an emergency center near your End User to dispatch help. You will obtain authorization from your End Users and you hereby authorize us to disclose your End User’s name and address to third party service providers, including, without limitation, call routers, call centers and public service answering points, for the purpose of dispatching emergency services personnel to your End Users’ registered locations.

Customer hereby acknowledges that delivering 911 services in the multi-extension environment is complex and specific to each jurisdiction. CoreDial recommends that its Service Providers secure independent advice when making decisions about 911 solutions. COREDIAL DISCLAIMS ANY AND ALL LIABILITY ARISING OUT OF ITS 911 OFFERING.

VoIP 911/E911 Service Limitations and Restrictions. If the Service includes a 911/E911 access component, it does not have the same functionality or availability as that associated with traditional wireline 911/E911 services and is subject to certain limitations and restrictions including those described herein. Customer agrees to notify its End Users (and shall require its End Users to notify any potential user of the service, including household residents, guests and other third persons who may be present at the physical location where End Users utilize the Service) of the 911/E911 limitations described herein. Customer must advise End Users of these limitations in writing and must include these limitations and disclosures in its End User terms and conditions. Sample disclosure language may be found in CoreDial’s Customer portal.

Customer acknowledges, and is hereby on notice, that the 911/ E911 access portion of the Service will not function or will not function properly for any of the reasons detailed below and represents and warrants it has been informed by CoreDial and will inform its End Users of the reasons to have at least one backup method of accessing 911/E911 service, such as a circuit-switched TDM telephone or cellular telephone, per customer location. The 911/E911 Service may not function properly in the event of:

  1. Loss or interruption of electrical power to End User’s VoIP telephone, its ATA, Modem, Router, Switch or any other devices in the critical path from End User’s VoIP handset to the CoreDial switching center at the user’s location. The End User will not be able to use the Service for calls (including “911”) during such a power interruption or outage. Following the power interruption or outage, users may find it necessary to reset or reconfigure the Service prior to being able to use the Service for making and receiving calls, including “911” calls.
  2. Loss or interruption of Internet access at the End User’s location.
  3. Failure of the user’s broadband or VoIP hardware (including without limitation phones).
  4. Failure of the user’s broadband or VoIP software (including without limitation soft phones).
  5. Improperly installed or configured user broadband or VoIP hardware.
  6. Improperly installed or configured user broadband or VoIP software (including without limitation soft phones).
  7. Suspension, disconnection, or termination of the Service for any reason, including without limitation (i) for failure to pay or default, or (ii) failure of the Service to function for any reason.
  8. Service Provider failed to provide CoreDial with any physical location of the CoreDial served VoIP handset-user, or failed to provide the correct physical location of same (i.e., the address is incorrect, incomplete, abbreviated, or misspelled).
  9. Service Provider failed to update the user’s physical location with CoreDial when the user moved or changed location/address.
  10. The user attempts a 911 call via a CoreDial served VoIP handset from a location/address different than the location/address registered with CoreDial.
  11. For the purposes herein (911/E911), the terms “location” and “address” shall be understood to designate information necessary to generate a proper Automatic Location Identification record ensuring proper routing to and from the proper PSAP for the call’s originating location. Such location and address may include but not necessarily limited to the street name and number, building, unit, and zip code (e.g. Unit B-22, 1111 North Main Street, Anywhere, State, 99999).

Additional Limitations.

VoIP Equipment. The 911/E911 Service may not work at all when used in conjunction with a Soft Phone, Virtual Numbers or Subscriber provided Service Provider Premise Equipment.

Limitations of Emergency Services Personnel. The local emergency call taker receiving the 911 call may not have a system configured for E911 Services or be able to capture and/or retain number or location information. Therefore, the emergency call taker may not know the phone number or physical location of the user making the call which may delay or prevent emergency services. Due to technical factors in network design and in the event of network congestion there is a possibility that a 911 call will produce a busy signal, will experience unexpected answering times and/or will take longer to answer than 911 calls placed via traditional, wireline 911 services.

Possible Lack of Automatic Number Identification. It may or may not be possible for the local emergency personnel to automatically obtain your End Users’ phone numbers or physical locations when they use 911 services due to third party service limitations. CoreDial’s platform is configured to send the automatic number identification information; however, one or more telephone companies, not CoreDial, routes the traffic to the emergency response center and that center may not be capable of receiving and passing on that information. As a result, the operator who answers your End Users’ 911 calls may not be able to automatically obtain their phone number and call them back if the call is not completed or is not forwarded, is dropped or disconnected, if your End Users are unable to speak to tell the operator their phone number, or if the Service is not operational for any reason. Further, due to the inability in most places to transmit the physical location of your End Users, your End Users will need to state the nature of their emergency promptly and clearly, including their location (and possibly telephone number), as the operator will not have this information. Emergency personnel will not be able to find your End User’s location if the call is not completed or is not forwarded, is dropped or disconnected, if the caller is unable to speak to tell the operator your location, or if the Service is not operational for any reason.

Requirement to Register and Update Physical Location. Your End Users must separately take affirmative steps, as described in this agreement (which you shall include in your agreements with End Users and on your website), to register the address where your End Users will use the Services in order to activate E911/911 calling. For each device and phone number that your End Users use for the Service, they must register with you the physical location where such End Users will be using the Service with that device or phone number. End Users must provide location information upon ordering service and for each new user, device or phone number added to a subscription. It is Service Provider’s obligation to collect such information from your End Users and to accurately enter it into CoreDial’s platform.

The address information provided must include sufficient information to enable emergency responders to locate the calling party and must comply with any multi-line telephone system requirements applicable to the End User’s service. For example, if the End User’s location is a multi-story building, Service Provider must collect and provide to CoreDial the floor and suite number in addition to address information. Service Provider must require each End User to immediately update its location whenever the physical location of such End User’s equipment changes, and Service Provider must update such End User’s location in CoreDial’s platform. Service Provider acknowledges that the physical location registered for each End User’s equipment will be the location transmitted to the emergency call taker, and that CoreDial’s only mechanism for routing 911 calls to the correct emergency call taker is the then-current registered physical location for the End User’s equipment. If Service Provider does not accurately identify an End User’s location upon ordering Service and/or does not update such information when the End User’s location changes, 911 communications may not be directed to the correct emergency call taker. Service Provider is solely responsible for ensuring that each End User’s location is updated in the CoreDial platform, and shall be liable for all failures to enter or update End User location information.

End Users may register their locations by following the instructions from a “911″ registration link which you shall make available to your End Users on your website or through an alternative digital method. For purposes of 911/E911 calling, End Users may only register one location at a time for each phone line they use with the Service. When Service Provider updates an End User’s location through the CoreDial platform, there may be a delay in making the new registered location available to route 911/E911 calls and to advise the appropriate emergency call taker of the new registered location.

Confirmation of Activation Required. You shall activate 911/E911 Service upon request from your End Users and will send an email to such End-Users confirming that the 911/E911 Service has been activated for that phone line.

Activation Required for Change of Number or Addition or Porting of New Numbers. 911 Service does not function if your End User changes their phone number or if they add or port new phone numbers to their account, unless and until they successfully register their location of use for each changed, newly added or newly ported phone number.

911 Warning Labels/Stickers. In the event that you provide devices to your End Users, the documentation that accompanies each device must include a sticker concerning the potential non-availability of traditional 911 or E911 dialing (the “911 Sticker”). You shall inform your End Users that it is their responsibility, in accordance with the instructions that accompany each device, to place the 911 Sticker on each device that they use with the Service. You shall make available a customer support service that provides, among other things, additional 911 Stickers to your End Users. Service Providers may elect to use CoreDial 911 Stickers, available through the CoreDial Customer portal.

Disclaimer of Liability and Indemnification for 911 Service.

We do not have any control over whether, or the manner in which, calls using our 911 service are answered or addressed by any local emergency response center. We disclaim all responsibility for the conduct of local emergency response centers and the national emergency calling center. We rely on third parties to assist us in routing 911 calls to local emergency response centers and to a national emergency calling center. We disclaim any and all liability or responsibility in the event such third party data used to route calls is incorrect or yields an erroneous result.

COREDIAL AND ITS AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, CONSULTANTS, AGENTS, LICENSORS, SUPPLIERS, AND RESELLERS WILL HAVE NO LIABILITY TO SERVICE PROVIDER, ITS END USERS, OR ANY THIRD PARTY FOR, AND SERVICE PROVIDER WAIVES ALL CLAIMS AND CAUSES OF ACTION, ARISING OUT OF OR RELATED TO, SERVICE PROVIDER, ITS END USERS, OR ANY THIRD PARTY’S INABILITY TO DIAL 911 OR ANY OTHER EMERGENCY TELEPHONE NUMBER OR TO ACCESS AN EMERGENCY SERVICE OPERATOR OR EMERGENCY SERVICES. SERVICE PROVIDER HEREBY RELEASES AND AGREES TO INDEMNIFY, DEFEND, AND HOLD HARMLESS COREDIAL, ITS AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, CONSULTANTS, AGENTS, LICENSORS, SUPPLIERS, AND RESELLERS FROM ANY AND ALL CLAIMS, LIABILITY, DAMAGES, LOSSES, EXPENSES, AND/ OR COSTS (INCLUDING BUT NOT LIMITED TO ATTORNEYS’ FEES AND COSTS OF SUIT) BY OR ON BEHALF OF SERVICE PROVIDER OR ANY THIRD PARTY OR END USER ARISING FROM OR RELATED TO THE FAILURE OF 911/E911 TO FUNCTION OR FUNCTION PROPERLY OR COREDIAL’S PROVISION OF 911/ E911 SERVICES OR FAILURE TO PROVIDE ACCESS TO 911/ E911 SERVICES.

Customer Responsibilities. Service Provider will be solely responsible for any unauthorized use of 911 services provided by CoreDial. Service Provider may not, and must instruct its End Users not to block any phone number on a user handset when dialing 911. Doing so may inhibit the correct routing of 911 calls. Service Provider shall be solely responsible and shall indemnify, defend and hold harmless CoreDial, pursuant to these terms, for any 911 failure due to Service Provider (or its End Users’) blocking of 911 calls or failure to update End User registered information as required.

911 Disclosure/Acknowledgement. Service Provider must collect a 911 service limitation disclosure/acknowledgement form from each End User before activating service, wherein the End User acknowledges that it has read, and understands the limitations on VoIP 911 service as compared to traditional wireline service. Service Provider must maintain such signed disclosures in its files and provide them to CoreDial upon request. Service Provider may find sample disclosure/acknowledgement forms on CoreDial’s Customer portal. Last Updated 08/29/17