- 911 service is delivered to a Customer location via e911 service
- Customer acknowledges that it is their responsibility to inform any party using or any party that might use the Service of the difference between traditional 911 and this service. e-vergent will not be responsible if the 911 service is unavailable due to e-vergent provided equipment being tampered with or losing power.
- The Customer bears full responsibility for testing e911 service after Service installation and periodically throughout the duration of Service. The Customer should notify e-vergent if any issues are noted with the e911 service. The Customer agrees to cooperatively test the e911 service and share the results of such testing at the request of e-vergent. If e-vergent requests testing of e911 service and does not receive confirmation within one (1) business week that such testing has been performed, then e-vergent reserves the right to dispatch a technician to perform testing of e911 services and Customer agrees to be liable for the cost of such testing. e-vergent reserves the right to disable Service if the Customer does not cooperate with e911 testing.
- For locations containing less than 40,000 square feet of workspace that have their own street address, e-vergent will register the street address for the e911 service. For sites containing more than 40,000 square feet of workspace within a single building that have their own street address, e-vergent will register the street address and a unique location identifier for every 40,000 square feet for 911 service.
i. For locations containing less than 40,000 square feet of workspace within multiple buildings that share a street address, e-vergent will register the street address and a unique location identifier for each building.
ii. e-vergent shall register geographic location to a single DID. Subject to the limitations above, all phones within that geographic location must present the DID registered for the e911 service as their caller ID. If the Customer chooses to submit a unique CLID for the phone(s) at the location, then the Customer shall be responsible for procuring e911 service from e-vergent for each phone so configured at additional cost.
- The Customer acknowledges that physically moving a phone to a different location without first notifying e-vergent may result in an e911 service reflecting an incorrect geographic location for that phone.
- The Customer agrees not to hold e-vergent liable for the result of incorrect e911 geographic location information including but not limited to lack of emergency response, incorrect location information causing first responders to be delayed, or any other issue with e911 emergency response.
- Certain features may not be compatible with the 911 service. e-vergent reserves the right to refuse provisioning or modification of features or services if such provisioning or change adversely affects the e911 service. e-vergent will provide either basic 911 or e911 service for each DID based on the serving rate center specification for that DID as specified by the North American Numbering Plan Association (NANPA). With e911 service, when you dial 911, the telephone number and registered address are simultaneously sent to the local emergency center assigned to that location, and emergency operators have access to the information they need to send help and call back if necessary. Customers in areas where the emergency center is not equipped to receive the telephone number and address have basic 911. With basic 911, the local emergency operator answering the call will not have the call back number or location. e-vergent will not provide this service to areas where basic 911 or e911 services are not available. Additionally, e-vergent is not responsible for any inability for e911 service operators to accurately locate Customer due to changes to the calling line ID phone number in the e-vergent Management Portal. e-vergent will deliver a 911 call to the emergency center based on the address of record for the calling DID as recorded in the e-vergent management portal. The call will be delivered as basic 911 or e911 based on whether the emergency center can receive the enhanced information from a Voice over IP system. As additional local emergency centers become capable of receiving enhanced information, e-vergent will automatically upgrade Customers with basic 911 to e911 service. e-vergent will not provide notice of the upgrade. e-vergent 911 and e911 services are not compatible with a Customer moving their phone to a location other than the service address of record where the phone was initially installed or changing their phone number.
- For locations with e911 service, the failure of Geo-coding or address validation will not allow e-vergent to process the error records in real time, and e-vergent will use commercially reasonable efforts to resolve the records in error. There may be instances that will prevent a data integrity unit analyst from correcting errors, causing delays in provisioning the Customer’s data into the 911 systems. The service is predicated on using primary wire-line Public Safety Answering Point (PSAP) boundaries for routing Emergency Calls to the appropriate PSAP. The primary wire-line boundary information is collected and is entered into a database for real-time queries for PSAP boundary lookup. The Customer acknowledges that primary wire-line PSAP boundary data may not be available for the entire United States and that e-vergent is dependent on the PSAPs to provide such information resulting in the use of wireless PSAP boundary data to route an Emergency Call. For locations with basic 911, the service uses wireless PSAP boundaries when a primary wire-line PSAP boundary is not available. Therefore, the 24x7x365 PSAP telephone number for a Subscriber Emergency Call may correspond to a PSAP other than the PSAP that would typically receive wireline Emergency Calls placed from the Customer location. The Customer’s physical service address and call back number will not be presented to the PSAP. In the event the caller cannot speak, the Customer acknowledges that no information will be provided to the PSAP to contact the Customer to obtain information that could allow them to dispatch emergency services to the caller’s location. Each PSAP‟s internal processes will dictate how the call should be handled.
- The Customer acknowledges that the emergency call may not be able to be delivered to the PSAP due to network and systems issues outside of e-vergent’s control. In such an event, e-vergent will try to deliver Emergency Calls through the PSTN to its Emergency Call Relay Center (ECRC). ECRC personnel will manually query systems to provide the Emergency Call to the geographically appropriate PSAP. Additional fees may apply should Customers want lines other than the mainline to be routed to the ECRC. In the event the caller cannot speak or identify their address, the Customer acknowledges that e-vergent has no further ability to assist the caller, and the Customer agrees to indemnify and hold harmless e-vergent from all third-party claims arising from such circumstances.
- e-vergent will automatically provide e911 service as a standard, mandatory feature. Customers may not “opt-out” of the e911 service.
- Customer guarantees to take appropriate action to ensure End Users have a clear understanding of the limitations of their e911 service.