Evolved 911 calling service
Evolved 9-1-1 calling service
VoIP 9-1-1 differs form traditional 9-1-1 due to limitations brought by the VoIP technology. It is not possible to determine the location of a caller when using the Internet. E911 (evolved 9-1-1) allow the customer to associate a physical address to its account, providing him a service similar to traditional 9-1-1.
The client phone number along with its physical address is transferred to the 9-1-1 call centre, unless there is a technical issue.
Please read about the VoIP 9-1-1 limitations below before activating your service. You are required to
update your contact information at all times to ensure that the 9-1-1 service is working properly.
9-8-8 calling service
While 9-8-8 will be fully implemented in the United States on July 16th 2022, a three-digit number (such as 9-8-8) is not yet implemented in Canada. Please note that you reach Canada's suicide prevention service for voice calls at any time at 1-833-456-4566 or by text at 45645 from 4pm to midnight eastern time
Important VoIP 9-1-1 provisions
Description
VoIP services allow you to make or receive telephone calls over the Internet to or from the public switched telephone network. The nature of VoIP telephone calls, while appearing similar to traditional telephone calling services, create unique limitations and circumstances, and you acknowledge and agree that differences exist between traditional telephone service and VoIP telephone services, including the lack of traditional 9-1-1 emergency services.
9-1-1 service
Because of the unique nature of VoIP telephone calls, emergency calls to 9-1-1 through your VoIP service will be handled differently than traditional phone service. The following provisions describe the differences and limitations of 9-1-1 emergency calls, and you hereby acknowledge and understand the differences between traditional 9-1-1 service and VoIP calls with respect to 9-1-1 calls placed to emergency services from your account as described below.
Placing 9-1-1 calls
When you make a 9-1-1 emergency call, the VoIP service will attempt to automatically route your 9-1-1 call through a third-party service provider to the Public Safety Answering Point (“PSAP”) corresponding to your address of record on your account. However, due to the limitations of the VoIP telephone services, your 9-1-1 call may be routed to a different location than that which would be used for traditional 9-1-1 dialling. For example, your call may be forwarded to a third-party specialized call centre that handles emergency calls. This call centre is different from the PSAP that would answer a traditional 9-1-1 call which has automatically generated your address information, and consequently, you may be required to provide your name, address, and telephone number to the call centre.
How your information is provided
The VoIP service will attempt to automatically provide the PSAP dispatcher or emergency service operator with the name, address and telephone number associated with your account. However, for technical reasons, the dispatcher receiving the call may not be able to capture or retain your name, phone number or physical location. 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 unable to speak, the dispatcher may not be able to locate you if your location information is not up to date.
Correctness of information
You are responsible for providing, maintaining, and updating correct contact information (including name, residential address and telephone number) with your account. If you do not correctly identify the actual location where you are located, or if your account information has recently changed or has otherwise not been updated, 9-1-1 calls may be misdirected to an incorrect emergency response site.
Disconnections
You must not disconnect the 9-1-1 emergency call until told to do so by the dispatcher, as the dispatcher may not have your number or contact information. If you are inadvertently disconnected, you must call back immediately.
Connection time
For technical reasons, including network congestion, it is possible that a 9-1-1 emergency call will produce a busy signal or will take longer to connect when compared with traditional 91-1 calls.
Liability
Customers are advised to review this section with respect to Lemtel’s limitations of liability below.
Alternate services
If you are not comfortable with the limitations of 9-1-1 emergency calls, Lemtel recommends that you terminate the VoIP services or consider an alternate means for accessing traditional 9-1-1 emergency services. Inform other users: You are responsible for notifying, and you agree to notify, any user or potential users of your VoIP services of the nature and limitations of 9-1-1 emergency calls on the VoIP services as described herein.
9-1-1 calls may not function
For technical reasons, the functionality of 9-1-1 VoIP emergency calls may ceaseor be curtailed in various circumstances, including but not limited to: Failure of service or your service access device - if your system access equipment fails or is not configured correctly, or if your VoIP service is not functioning correctly for any reason, including power outages, VoIPservice outage, suspension or disconnection of your service due to billing issues, network or Internet congestion, or network or Internet outage in the event of a power, network or Internet outage; you may need to reset or reconfigure the system access equipment before being able to use the VoIP service, including for 9-1-1 emergency calls; and changing locations - if you move your system access equipment to a location other than that described in your account information or otherwise on record with Lemtel.
LIMITATIONS OF LIABILITY
Lemtel Communications terms of service limit and disclaim liability related to VoIP 9-1-1 service, so please read these carefully.
Neither Lemtel Communications nor its respective officers, directors, employees or agents shall be liable for
(i) any claims, damages or losses (including without limitation, loss of profits), or
(ii) any damages resulting from a service interruption or loss of data.
The Customer hereby waives any and all such claims or causes of action arising out of or in connection with any service failure or inability to call 911 from the Customer's telephone line or to access emergency services unless it is proved that the act or omission constituting the proximate cause of the claim, damage or loss constitutes gross negligence, recklessness or willful misconduct of Lemtel Communications.
Except as provided in this Agreement, Lemtel Communications makes no other warranties, expressed or implied, of any kind, including, without limitation, any warranties of merchant ability or fitness for a particular purpose.
The Customer agrees to defend, indemnify and hold harmless Lemtel, its respective officers, directors, employees, agents and assigns or any other supplier providing services to the Customer or Lemtel Communications in connection with this Agreement or service, from any and all damages, claims, losses, fines, penalties, costs, expenses, legal costs, etc., by or on behalf of the Customer, any third party or the Customer's service user relating to the absence, failure or interruption of service, including 911 and / or the Customer's or any third party's or service user's inability to dial 911 or access emergency personnel and the misdirection of 911 calls.
It is the Customer's responsibility to keep the physical address associated with the actual location
of its telephony gateway at all times by using the form available for this purpose. Lemtel Communications undertakes to make any change of address within 24 hours.
On the other hand, Lemtel Communications, its officers, directors, employees or agents shall not be liable for any failure of the Customer to notify a change of address.