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Digital Voice 911 Limitations & Terms of Service

“Digital Voice” Digital Telephone is an internet-based telephone service that offers many advantages and most of the same features as a regular telephone service. However, there are some limitations that you must be aware of, especially if you are using “Digital Voice” as your primary home telephone. These limitations are as follows:

 

THIS SECTION CONTAINS IMPORTANT PROVISIONS, INCLUDING THOSE REGARDING 911 SERVICE

  1. Description
    “Digital Voice” (VoIP or Voice over IP) services allow you to make or receive telephone calls over the Internet to or from the public switched telephone network. The nature of “Digital Voice” telephone calls, while appearing similar to traditional telephone calling services, create unique limitations and circumstances, and you acknowledge and agree that differences exist between traditional telephone service and “Digital Voice” telephone services, including the lack of traditional 911 emergency services.
  2. 911 Service
    Because of the unique nature of “Digital Voice” telephone calls, emergency calls to 911 through your “Digital Voice” service will be handled differently than traditional phone service. The following provisions describe the differences and limitations of 911 emergency calls, and you hereby acknowledge and understand the differences between traditional 911 service and “Digital Voice” calls with respect to 911 calls placed to emergency services from your account as described below.
  3. Placing 911 Calls
    When you make a 911 emergency call, the “Digital Voice” service will attempt to automatically route your 911 call through a third-party service provider to the Public Safety Answering Point (“PSAP”) corresponding to your address of record on your account. However, due to the limitations of the “Digital Voice” telephone services, your 911 call may be routed to a different location than that which would be used for traditional 911 dialing. For example, your call may be forwarded to a third-party, specialized call centre that handles emergency calls. This call centre is different from the PSAP that would answer a traditional 911 call which has automatically generated your address information, and consequently, you may be required to provide your name, address, and telephone number to the call centre.
  4. How Your Information is Provided
    The “Digital Voice” service will attempt to automatically provide the PSAP dispatcher or emergency service operator with the name, address and telephone number associated with your account. However, for technical reasons, the dispatcher receiving the call may not be able to capture or retain your name, phone number or physical location. Therefore, when making a 911 emergency call, you must immediately inform the dispatcher of your location (or the location of the emergency, if different). If you are unable to speak, the dispatcher may not be able to locate you if your location information is not up to date.
  5. Correctness of Information
    You are responsible for providing, maintaining, and updating correct contact information (including name, residential address and telephone number) with your account. If you do not correctly identify the actual location where you are located, or if your account information has recently changed or has otherwise not been updated, 911 calls may be misdirected to an incorrect emergency response site.
  6. Disconnection
    You must not disconnect the 911 emergency call until told to do so by the dispatcher, as the dispatcher may not have your number or location information. If you are inadvertently disconnected, you must call back immediately.
  7. Connection Time
    For technical reasons, including network congestion, it is possible that a 911 emergency call will produce a busy signal or will take longer to connect when compared with traditional 911 calls.
  8. 911 Calls May Not Function
    For technical reasons, the functionality of 911 “Digital Voice” emergency calls may cease or be curtailed in various circumstances, including but not limited to:

    Failure of service or your service access device-if your system access equipment fails or is not configured correctly, or if your “Digital Voice” service is not functioning correctly for any reason, including power outages, “Digital Voice” service outage, suspension or disconnection of your service due to billing issues, network, or Internet congestion, or network or Internet outage in the event of a power, network or Internet outage; you may need to reset or reconfigure the system access equipment at a location other than that described in your account information or otherwise on record with South Island Cable Systems.
  9. Inform Other Users
    You are responsible for notifying, and you agree to notify, any user or potential users of your “Digital Voice” services of the nature and limitation of 911 emergency calls on the “Digital Voice” services as described herein.
  10. Security Systems
    Incompatibility With Other Services. “Digital Voice” may not be compatible with some home security systems. You may be required to maintain a telephone connection through your local exchange carrier in order to use any alarm monitoring functions for any security system. You are responsible for contacting the alarm company to determine the compatibility of any alarm monitoring or security system with the Services.
  11. Limitations of Liability
    South Island Cable System’s terms of service limit and disclaim liability related to “Digital Voice” 911 service, so please read these carefully. If you do not understand and agree with the limitations of the “Digital Voice” 911 service, you should consider alternate means of accessing traditional 911 services or terminating your “Digital Voice” service.

    We employ third parties to assist us in routing 911 calls to the local Emergency Response Centre’s. 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. Neither South Island Cable Systems nor its Affiliates, Partners, Officers, Directors, Employees may be held liable for any claim, damage or loss, and you hereby waive any and all such claims or cause of action, arising from or relating to the 911 dialing service unless such claims or causes of action arose from our gross negligence, recklessness or willful misconduct. You shall defend, indemnify and hold harmless South Island Cable Systems its Officers, Directors, Employees, Affiliates and Agent Partners and any other service provider who furnishes service to you in connection with the service, from any and all claims, losses, damages, fines, penalties, costs and expenses (including, without limitation, legal fees and expenses) by, or on behalf of, you or any third party relating to the absence, failure or outage of the service, including 911 dialing, incorrectly routed 911 dialed calls, and or the inability of any user of the service to be able to use 911 dialing or access emergency service personnel.

 

We are providing this information to you before we install the service at your home so you are aware of these limitations and can make the necessary arrangements in the event that any of the above situations occur at your home.