Legal – 911 Service Availability
Voice over Internet Protocol (“VoIP”) services allow you to make or receive telephone calls over the Internet to or from the public switched telephone network. Although VoIP services are similar to telephone service offered by traditional telephone carriers, they differ in important ways, including their handling of 911 and emergency calls. Some of the most important differences, particularly pertaining to 911 and emergency calling, are explained below.
Our business telephone service (the “Services”) will not function if you: (a) lose electrical power; (b) experience interrupted connection to your broadband internet service; (c) have a suspended account due to non-payment; or (d) if you cannot connect to our platform because of an obstruction on your wide area network or local area network, such as a port blocked by your internet service provider. These limitations also apply to our 911 dialing service (“Jive 911 Dialing”). The Services, including Jive 911 Dialing, may not be accessible from a particular phone or other calling device if that device is not configured correctly or otherwise malfunctions. The Services are not set up to provide the autodialing functionality sometimes relied on by security systems, medical monitoring equipment, TTY equipment, etc. You should not rely on the Services to provide this functionality
Jive provides Enhanced 911 (“E911”) service, which is 911 service that includes automatic forwarding of location and callback information to emergency responders at a 911 answering point. Automatic forwarding of this information can assist emergency responders and facilitate callback if a 911 call is dropped before completion. The information forwarded by the E911 system is called Automatic Location Information (“ALI”) and Automatic Number Information (“ANI”). To facilitate E911 service, we require you to register a physical address for each calling device on your telephone system or private branch exchange (“PBX”). You must provide an accurate and physical address for each device. You must also provide an updated address if the physical location of a device changes. You may notify us of changes by calling Support or, if available, by making changes directly in your customer portal. After you provide address information for a device, there may be some delay before automatic forwarding of ALI/ANI is enabled. A device’s registered address is the only means by which to route an E911 call to the geographically-assigned E911 answering point. Therefore, if you register incorrect ALI/ANI information or fail to update this information after moving a device, E911 call routing may not function correctly and a 911 call may be misdirected to an incorrect answering point. If the geographically-assigned E911 answering point is unreachable for any reason, E911 calls may be forwarded to a different 911 answering point. In some cases, an answering point may not receive ALI/ANI information. In these cases, you will need to provide your name, location, and telephone number verbally; note that a dispatcher may not be able to locate you if you are unable to speak.
You must not disconnect an emergency call until told to do so by the dispatcher or operator, as the dispatcher may not have your number, location, or contact information. If you are inadvertently disconnected, you must call back immediately.
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 as compared to traditional 911 calls.
Notice to Users of Jive 911 Dialing
You are responsible and you agree to notify any individuals who may place emergency calls using Jive’s Services of the limitations of Jive 911 Dialing and E911 described in this document. Where required by law, we will provide you with warning labels informing callers of the key limitations contained in this document and you are responsible to place them on or near each calling device used with the Services. If you have not received labels or need additional labels, you may request them from Support.
Limit of Liability
Jive 911 Dialing is subject to the limitations of liability described in the relevant Services order, agreement, or terms of service.
Alternate 911 Service
If you are uncomfortable with the limitations of Jive 911 Dialing and E911 described above, we recommend you obtain alternate means to access traditional 911 dialing service.