911 & LIMITS OF 911 SERVICE

Emergency calls made using the VoIP service are more limited than those made using a traditional landline phone service.

The 911 service offered by SN Communications differs in many ways from the traditional or enhanced 911 service usually provided by traditional phone service providers. Some limitations apply specifically to the enhanced 911 service (911E).

(a) Comparison between basic and enhanced 911 service
When a call is made to emergency services through the enhanced 911 service, the Client’s phone number and location are automatically disclosed to the operator during the call. The transmission of both these pieces of information—phone number and address—is unique to the enhanced 911 service (hence its name).

Basic 911 service does not automatically transmit the phone and address of the Client. The operator, therefore, needs to collect verbally the needs and location of the caller then dispatch the appropriate emergency services to them.

SN Communications provides basic 911 service.

(b) Other users
The Client agrees to inform all users and potential users of the service (residents, guests, and visitors to the home) of the nature of SN Communications 911 service and of its above listed limitations.

(c) Routing of emergency calls
When someone dials 911 using the Client’s service, the Call is routed from SN Communications network to one of our emergency services operators. The operator will confirm the caller’s address against the one listed in SN Communications emergency services file or confirm the caller’s current location. The Operator will then determine which is the appropriate emergency service for the situation at hand and dispatch it accordingly.

(d) Dependence of the 911 service on electric power and broadband Internet
SN Communications 911 service is not in operation during power or broadband Internet outages.

As a result of a power disruption or failure or of a broadband Internet service interruption or malfunction, the Client might need to walk through a few steps on the equipment for the system to be available for calls again, including emergency calls. For those times when the service is unavailable, the Client should have access to a traditional phone line or a cell phone to be able to place an emergency call.

Owing to the service’s reliance on broadband Internet access, there is a possibility for the network to be congested and/or slower than usual when trying to place a 911 call through SN Communications equipment when compared to traditional 911 calls. The Client acknowledges and understands that SN Communications cannot be held liable for any service delay beyond their control.

CAUTION: In other words, the Client acknowledges and understands that, in case of a service interruption, malfunction or any other reason that explains the unavailability of the Internet connection, whether tied to the service or the equipment including, but not limited to, poorly executed modifications or alterations to the system, the service might not be available and it might not be possible to place emergency calls.