Emergency Services (911) Disclosure Notice

IMPORTANT NOTICE TO USERS OF ANVEO SERVICES:

Introduction

This document provides critical information about the limitations and operation of 911 emergency calling through Anveo VoIP services.

Voice over Internet Protocol (VoIP) is a technology that transmits voice and multimedia communications over the Internet. Although VoIP services may resemble traditional telephone services, there are important differences, especially regarding how emergency (911) calls function.

Please read the following information on the limitations of Anveo's 911 services carefully. For your own health and safety, it is important that you understand when calling 911 from your Anveo service is appropriate, and when other ways to access 911 may be more reliable. For the complete terms governing Anveo's E911 service, see Section 4 of our Terms of Use.

Overview

Emergency calling through our VoIP service has specific characteristics and limitations that differ from traditional 911 services. Understanding these differences is crucial for your health and safety.

Important: If you allow anyone else to use your device or service, you must inform them that 911 calls work differently than on traditional phones and explain these limitations.

How Emergency Calls Work

When you call 911, your current enhanced 911 (E911) address and automatically assigned E911 call-back telephone number is transmitted to the public safety answering point (PSAP). Some emergency operators may have access to the information they need to send help and call you back for up to 24 hours after your initial 911 call. Other emergency centers are not equipped to receive, process, or retain your telephone number or address and will provide limited E911 assistance.

In some cases, your 911 call may be routed to the National Emergency Call Center. When this occurs, emergency personnel will not receive your phone number or physical location. You must be prepared to provide this information verbally.

Important User Tips for Emergency Calls

• Provide Location Information to Operator: Immediately state your precise location when calling unless you are unable to communicate with the operator, or it is unsafe for you to do so. Do not assume that the 911 dispatcher has this information automatically, or the ability to obtain it another way.
• Update Location Information with Anveo: If you are responsible for managing your company's registered location, update it through Anveo's website whenever the physical location changes. Otherwise, 911 calls may be routed to the wrong PSAP, and first responders could be sent to the wrong address.
• Stay Connected: Do not disconnect until the dispatcher instructs you to hang up.
• Call Back: If disconnected, call back immediately.
• Connection Time: Due to factors such as network congestion, 911 calls may experience delays or busy signals. Further, there is no guarantee that your call will be answered by a live operator.
• Maintain Alternative Access: You must not rely on Anveo's E911 service as your primary or only way to reach emergency services. You must maintain alternative ways of accessing 911 at all times, such as a personal cell phone or landline phone.

When 911 Access May be Unavailable or Unreliable

Your Anveo E911 service will not function properly or at all under any of the following circumstances:

• In the absence of electrical power. After electricity is restored, your E911 service may not return automatically. You may need to reset your equipment to regain access to the service;
• During an Internet outage or other interruption to your Internet access;
• With non-voice systems. Anveo's services are not set up to function with home security systems, medical monitoring equipment, TTY hardware, or entertainment or satellite television systems;
• If your analog telephone adapter, phone, or trunking gateway fails or is misconfigured;
• If your Anveo service is suspended or disconnected for any reason;
• If your pre-paid account balance is negative, zero, or insufficient;
• If your SIP device is registered from a geographic location different from your currently configured E911 address (for example, if you or an employee travel with a laptop or softphone), you may receive limited or no E911 service;
• If no verified E911 address is present on your account; or
• As a result of software errors or network connection failure.

Additionally, E911 service is not available in all areas; in some places, only basic 911 service is supported.

Limitation of Liability

Anveo relies on third parties to route 911 calls to local emergency response centers and to a national emergency calling center. Accordingly, we have no control over whether, when, or how 911 calls are answered or handled by any emergency response center. We are not responsible for your equipment's ability to connect to an emergency response center, the conduct of emergency response centers, incorrect call routing, or the inability of any user of Anveo's services to be able to dial 911 or access emergency personnel. For complete limitations of Anveo's liability and associated customer indemnification obligations, see Section 4 of our Terms of Use.

Note: These disclosures are subject to change. For the complete and current terms governing Anveo's E911 service, see our Terms of Use. Your continued use of the service constitutes your acceptance of and agreement to such changes.