Emergency Services Policy

Operation and Limitations of the NuWave Communications 911 Service

A. NuWave Communications Provides Access to Emergency Calling Services (911).

NuWave Communications provides access to emergency calling services, allowing most NuWave Communications Office users to access either basic 911 or Enhanced 911 (E911) service. Your access may differ depending on Your location or the device You are using, and emergency calling services work differently than You may have experienced using traditional wireline or wireless telephones. It is strongly recommended that You have an alternative means for placing emergency calls available at all times.

NuWave Communications Office users using IP Desk Phones or 911-Enabled Softphones can dial 911 directly from their IP Desk Phones or 911-Enabled Softphone. EMERGENCY CALLS CANNOT BE PLACED THROUGH SOFTPHONES THAT ARE NOT 911-ENABLED.

B. How it Works.

When a NuWave Communications Office user dials 911 on an IP Desk Phone or 911-Enabled Softphone, the NuWave Communications phone number and the Registered Address You have provided is sent to the local emergency center serving Your location. In some areas, emergency operators have access to this information; however, in areas where only basic 911 service is available, the emergency operator answering the call may not be able to see Your NuWave Communications telephone number or Your Registered Address. You should always be prepared to provide the emergency operator with Your NuWave Communications telephone number and Registered Address in case the call is dropped or disconnected. If You are unable to speak, the emergency operator may not be able to send help to Your location and/or call You back should the call be disconnected. NuWave Communications does not control whether or not the emergency operator receives Your telephone number and Registered Address. Therefore, when making a 9-1-1 emergency call, you must immediately inform the dispatcher of your location (or the location of the emergency, if different). If you are inadvertently disconnected, you must call back immediately.

Emergency dialing with Your Office Service works differently than emergency dialing over traditional phone service. In some cases, 911 calls dialed from Your NuWave Communications Office device cannot be directed to the local emergency response center, and are instead directed to a National Emergency Call Center (the “NECC”). That might happen if there is a problem validating a Registered Address, if the Registered Address is an international location, or if the Registered Address is in an area that is not covered by the landline 911 network. 911 calls that are directed to the NECC may not include Your NuWave Communications telephone number or Your registered address. Trained operators at the NECC will request Your name, location, and telephone number and attempt to reach emergency responders in Your local area. Until You give the operator Your phone number, and location, he/she may not be able to call You back or dispatch help to Your location if the call is dropped or disconnected.

C. Service limitations.

NuWave Communications 911 service will not function in the event of an Internet or power outage, or if Your broadband, ISP, or NuWave Communications Office service is terminated. It is possible that network congestion may delay or prevent completion of a 911 call. NuWave Communications 911 service may not be available if You are dialing from a NuWave Communications number that is not a Canadian or United States number.

D. Registering Your Location.

You agree to register with NuWave Communications immediately, upon activation of Your Account, the address of the physical location where You will use the NuWave Communications Office Service for each Digital Line, including each IP Desk Phone and each 911-Enabled Softphone. This is Your Registered Address. You agree that You will accurately register each individual line through the Account Admin Portal or the Customer Portal for the applicable End User. You and Your End Users shall use the Plan Services at the Registered Address provided for the applicable Digital Line. If You or Your End Users move a registered device, You agree to immediately update the Registered Address with the new physical location of the device with NuWave Communications through the Admin Portal or in Your account settings. You acknowledge that if You do not update the Registered Address, any 911 calls made from the device may be sent to the wrong emergency response center and will not transmit Your current location information to emergency responders, delaying emergency assistance to You. It may take up to several hours for the address update to take effect. Customers with more than one line or extension are solely responsible for ensuring that an accurate and up-to-date Registered Address is maintained for each IP Desk Phone and each 911-Enabled Softphone and that their End Users are aware of how the Registered Address can be changed.

E. Text-to-911 Services.

In some areas, emergency operators are able to receive text messages sent to 911. In areas where it is available, Your Office Service allows Emergency SMS messages, also known as Text-to-911, only through the NuWave Communications Mobile Application. Texts to 911 by NuWave Communications Office users relying on the NuWave Communications Office Mobile Application are automatically directed to the native dialer on the mobile phone, allowing You to send the text through Your wireless service provider, if available. If wireless service is unavailable, the text cannot be sent. Text-to-911 is not available on tablets or other mobile devices without a native phone dialer and a wireless service subscription.

F. Notification of Employees, Guests, or Other Users.

You agree to notify any employees, contractors, guests, or persons who may place calls using the Office Services or may be present at the physical location where the Office Services may be used, of the limitations of NuWave Communications 911 Service from Your NuWave Communications Office IP phone, other equipment or the NuWave Communications Softphone. You agree to affix a NuWave Communications-provided sticker warning that 911 services may be limited or unavailable in a readily visible place on each piece of equipment that might be used to access or use the Office Services. You and Your End Users should always have an alternative means for placing 911 calls and/or sending text messages to 911.

G. Disclaimer of Liability for Emergency Call Response.

You acknowledge and agree that Your use, and use by Your employees and/or guests or other third parties, of NuWave Communications’s 911 Services and Text-to-911 Services are subject to the limitations described herein.

The availability of certain features, such as transmission of a Registered Address or Your NuWave Communications telephone number, depends on whether local emergency response centers support those features, and are factors outside of NuWave Communications’s control. NuWave Communications relies on third parties to assist us in routing 911 calls and text messages to local emergency response centers and to the NECC. NuWave Communications does not have control over local emergency response centers, the NECC, emergency responders, or other third parties. NuWave Communications disclaims all responsibility for the conduct of local emergency response centers, the NECC and all other third parties involved in the provision of emergency response services. Accordingly, to the extent permitted by applicable Law, You hereby release, discharge, and hold harmless NuWave Communications from and against any and all liability relating to or arising from any acts or omissions of such third parties or other third parties involved in the handling of or response to any emergency or 911 call. You agree to indemnify and hold harmless NuWave Communications, and any third-party provider(s) from any and all third party claims, losses, damages, fines, or penalties arising out of: (i) Your provision to NuWave Communications of incorrect information, including physical addresses, or Your failure to update Your Registered Address; (ii) Your failure to properly notify any person who may place calls using the Office Services of the 911 limitations; or (iii) the absence, failure, or outage of emergency service dialing using the Office Services for any reason; and (iv) the inability of any user of the Office Services to be able to dial 911 or access emergency service personnel for any reason.

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