9-1-1 Emergency Service – Terms and Limitations.

The Customer acknowledges and agrees that VoIP-based 9-1-1 emergency calling provided by affectIT Inc. (“affectIT” or “we”) differs from traditional 9-1-1 service. The following terms apply to 9-1-1 calls placed using affectIT’s VoIP services (“Service”):

1. Differences from Traditional 9-1-1: The Service does not support traditional 9-1-1 in the same manner as wireline telephone service. Notably, your location and call-back number are not automatically provided to emergency dispatchers. The Customer understands these differences and accepts that certain 9-1-1 features available on traditional phone lines may be limited or unavailable with the Service.
2. Third-Party Call Centre Routing: When the Customer dials 9-1-1 using the Service, the call is routed to a specialized third-party emergency call centre, not directly to the nearest Public Safety Answering Point (PSAP). This third-party operator will answer the call first, then transfer it to the appropriate local emergency dispatcher based on the Customer’s registered address. The Customer authorizes affectIT to disclose the Customer’s name, telephone number, and registered service address to third-party 9-1-1 service providers and emergency responders as necessary for handling 9-1-1 calls. affectIT and its underlying carriers will use the Customer’s provided emergency address information to assist in routing 9-1-1 calls, but it remains the Customer’s responsibility to ensure this information is accurate and up-to-date (see clause 4).
3. Providing Location & Call-Back Information: Because the emergency operator may not have the Customer’s location or phone number automatically, the Customer must be prepared to immediately state their location and call-back number when dialing 9-1-1 via the Service. The Customer should clearly provide the municipal address (and unit/apartment number, if applicable) and a call-back telephone number to the operator. The Customer must not disconnect the 9-1-1 call until instructed to do so by the emergency dispatcher. If the call is prematurely disconnected, the dispatcher may not have the ability to call the Customer back, and the Customer should dial 9-1-1 again.
4. Registered Service Address – Updates Required: The Customer is responsible for providing affectIT with a correct and up-to-date physical service address where the Service is primarily used. This address will be transmitted to emergency services when a 9-1-1 call is made. Only one (1) address may be registered per VoIP phone line or customer account at a time. If the Customer relocates any equipment (e.g., IP phone or ATA device) or uses the Service from a new location (even temporarily), the Customer must immediately update the registered 9-1-1 address with affectIT (through the provided online portal or by contacting customer support). Failure to do so may result in emergency services being dispatched to the old or incorrect address. The Customer acknowledges that if they do not update their address, any 9-1-1 call they make could be misrouted to the wrong emergency center and delay emergency assistance.
5. Potential Connection Delays or Failures: The Customer understands that placing a 9-1-1 call with the Service may result in delays or connection issues compared to traditional 9-1-1 calls. For example, due to network conditions, a 9-1-1 call via VoIP may take longer to connect or could encounter a busy signal or circuit failures. The Customer may also experience background noise or poorer call quality during a 9-1-1 call over VoIP as compared to a traditional landline call.
6. Service Outages (Power/Internet) – 9-1-1 Unavailable: The Customer acknowledges that 9-1-1 dialing will NOT function if the Service is disrupted or unavailable. This includes situations of power outage, internet outage, network congestion, or service suspension:
   • If the Customer’s power goes out (e.g., electrical power failure in the building), any VoIP phones or adapters will not work, and the Customer cannot make 9-1-1 calls through the Service until power is restored and equipment is rebooted. (Note: A power outage will also disable traditional cordless phones; a corded landline phone on the PSTN may still work during a power outage, but VoIP requires power.)
   • If the Customer’s Internet connection fails or becomes overloaded, or if the broadband provider’s network is down, the Service (including 9-1-1) will not function.
   • If affectIT suspends or terminates the Customer’s service for any reason (e.g., non-payment or upon customer request), 9-1-1 calling via the Service will not be available.
   • After a power or Internet outage, the Customer may need to manually reset or reconfigure their VoIP equipment (once service is restored) to re-establish connectivity to affectIT’s network, including 9-1-1 functionality.
     
     The Customer should ensure that they have a backup means of calling 9-1-1 in the event of such outages (see clause 8).

7. Notification of Other Users & Device Labeling: The Customer agrees to inform any person who may use the Service (for example, family members, residents, employees, guests, or other end-users at the premises) of the above 9-1-1 limitations. It is the Customer’s responsibility to educate all potential users – including new or temporary users – that 9-1-1 calls using this VoIP Service are subject to these conditions. To help facilitate awareness, affectIT will provide the Customer with warning stickers/labels summarizing the 9-1-1 limitations. The Customer should place these stickers on or near all telephone devices (handsets, adapters, IP phones) used with the Service. These stickers serve as a reminder to anyone using the device that they must provide their address on 9-1-1 calls and that service may not function during outages. If the Customer requires additional stickers, they can request them from affectIT at no charge.
8. Alternative Arrangements for Emergency Calling: affectIT strongly recommends that the Customer maintains an alternative means of accessing 9-1-1 emergency services in case of service disruption. This can include, for example, having a mobile phone or a traditional landline phone available to dial 9-1-1. If the Customer is uncomfortable with the limitations of VoIP 9-1-1 described herein, the Customer should consider using an alternative service for primary emergency calling or keeping a backup telephone service. The Customer acknowledges that during any time the VoIP Service is unavailable (for instance, during a power or internet outage), the Customer must use a cellular phone or other available telephone to call 9-1-1.
9. Limitation of Liability for 9-1-1 Service: To the fullest extent permitted by law, affectIT Inc. (and its affiliates, officers, employees, and any underlying third-party service providers involved in delivering 9-1-1 service) shall not be liable for any claims, damages, or losses (direct or indirect) arising from or related to the Customer’s use of, inability to use, or failure of the 9-1-1 emergency service provided through the VoIP Service. This limitation includes, without limitation, any inability to access emergency assistance, any delay or error in connecting with emergency services, any misrouting of 9-1-1 calls, or any provision of incorrect/incomplete information to emergency responders due to the aforementioned 9-1-1 limitations. The Customer waives any and all such claims or causes of action against affectIT and its service partners, and agrees that the sole remedies for emergency access issues have been described in this section. The Customer further acknowledges that these limitations of liability are an essential part of the terms of Service, without which affectIT would not be able to offer the Service at the same prices or terms. In no event will affectIT be liable for 9-1-1 related damages beyond the amounts (if any) expressly permitted by applicable law.

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