Emergency Services 911 Disclosure Notice and Acknowledgment
This 911 Disclosure Notice and Acknowledgement (“911 Acknowledgement”) is agreed, acknowledged and accepted by Customer (all references to you in this document refer to the Customer) in connection with Customer’s purchase and use of GlobalMeet UC Services. This 911 Acknowledgement forms a part of and is governed by the Agreement. Capitalized terms used and not otherwise defined herein shall have the meanings ascribed to them in the Agreement.
PGi’s GlobalMeet UC Services provide access to emergency calling services, allowing End Users to access either basic 911 or Enhanced 911 (E911) service. However, PGi’s GloblalMeet UC Services operate differently than traditional wireline voice service and as a result the emergency calling experience may be limited in certain scenarios. Customer’s use of GlobalMeet UC serves as an acknowledgement that Customer is aware of the differences and accepts the limitations. Customer will inform other End Users of the differences and the potential limitations to reaching 911. GlobalMeet UC End Users with a Digital Line, using IP Desk Phones or Softphones, can dial 911 directly from their IP Desk Phones or Softphone. VIRTUAL EXTENSIONS AND MOBILE USERS WITHOUT A DIGITAL LINE CANNOT COMPLETE 911 CALLS.
Emergency calling services work differently than you may have experienced using traditional wireline or wireless telephones. Your access may differ depending on your location or the device you are using.
1. Registering Your Location.
For each TN or DID for which Customer desires emergency calling services, Customer must provide Provider with a correct and valid emergency response address for that TN. The address information provided must include sufficient information to enable emergency responders to locate the calling party and must comply with any multiline telephone system requirements applicable to Customer. For example, if applicable, if the subscriber or End User’s location is a multi-story building, Customer must provide floor and suite number in addition to address information.
Customer must register the address of the physical location where you will use each Digital Line with PGi immediately upon activation of your End Point. This is your Registered Address. You or your Account Administrator must accurately register each individual line through your Digital Line Settings or the Administrative Portal. You must use PGi voice services only at the Registered Address provided for the applicable Digital Line. Customer is solely responsible for promptly updating this information whenever necessary to reflect changes. If you move a registered device, you must immediately update the Registered Address with the new physical location of the device with PGi through the Administrative Portal or in your account settings. 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 Digital Line are solely responsible for ensuring that an accurate and up-to-date Registered Address is maintained for each Digital Line, and that their End Users are aware of how the Registered Address can be changed. Customer’s physical location(s) may NOT be a post office box, mail drop or similar address. Neither PGi nor Customer shall assume under any circumstances that Customer’s physical office location for E911 calling purposes is the same as Customer’s billing address for receipt of invoices. NOTE: Address location registration features only apply to calls made from a desk (non-mobile) phone not GlobalMeet UC Desktop or Mobile application End Users. Details on emergency calls through the mobile application with wireless service are in Section 4.
Customer will provide ANI with every subscriber and/or End User call presented to Provider for processing. Customer will provide ANI with every End User call. PGi will have no obligation to provide Services with respect to any End User call that does not include ANI and will not be liable for any claims arising from any efforts undertaken by PGi to provide Services under such circumstances.
Customers shall not, and shall instruct End Users not, block their telephone number (“TN”) number on their handsets when calling 911. PGi is responsible for delivery of appropriate information, including location information, as required by applicable federal or state law; Customer acknowledges and agrees that, as between Customer and PGi, it is Customer’s sole responsibility to provision such location information to PGi as contemplated above in this Section. The 911 calling party waives any privacy afforded by non-listed and non-published service to the extent that the TN, address and name associated with the originating access line location are furnished to the PSAP/local emergency center serving your location.
2. Service Limitations.
PGi’s 911 service will not function (i) in the event of an Internet or power outage or disruption; (ii) if your broadband, ISP, or GlobalMeet UC Service is suspended or terminated; (iii), with respect to only the GlobalMeet UC Mobile Application, if you do not have wireless service, as the GlobalMeet UC Mobile Application cannot send emergency calls over Wi-Fi access; or (iv) on the GlobalMeet UC desktop app. It is possible that network congestion may delay or prevent completion of any 911 call. Customer will not be able to complete a 911 call if the a physical location is outside of the country in which your Digital Line is provided, or if Customer is dialing from a GlobalMeet UC number that is not a Canadian or United States number.
Users uncomfortable with any of these limitations should use an alternate means of reaching 911.
3. How it Works.
When you dial 911 using voice services from PGi, the PGi 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 PGi telephone number or your Registered Address. You should always be prepared to provide the emergency operator with your PGi 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. PGi does not control whether or not the emergency operator receives your telephone number and Registered Address.
In some cases, 911 calls dialed from your PGi device cannot be directed to the PSAP/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 PGi 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.
4. Mobile Applications.
Calls to 911 placed through the GlobalMeet UC Services Mobile Application on a smartphone will not be completed. Customers should instead use the native dialer on the smartphone to make emergency calls to 911, and the call will be handled by your wireless service provider if wireless service is available. If your wireless service is unavailable, the 911 call cannot be placed and you will need to find alternative methods to reach emergency service. The GlobalMeet UC Services Mobile Application cannot place emergency calls over Wi-Fi access and will not be able to route calls through your native phone dialer. Emergency dialing is also not available through the GlobalMeet UC Services Mobile Application on tablets or other mobile devices without a native phone dialer and a wireless service plan.
Similarly, texts to 911 is not available for GlobalMeet UC Services users relying on the GlobalMeet UC Services Mobile Application. In areas where emergency operators can receive texts to 911, users should use the texting capability native to their mobile phone, if wireless service is available.
5. Notification of Employees, Guests, or Other Users.
Customers must notify any employees, contractors, guests, or persons who may place calls using the GlobalMeet UC Services or may be present at the physical location where the GlobalMeet UC Services may be used, of the limitations of PGi’s 911 Service from your PGi IP phone, other equipment, or the PGi Softphone. Customer must affix a PGi-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 GlobalMeet UC Services, as required by 47 C.F.R. § 9,5. Customers should also inform users of the limitations related to the GlobalMeet UC Services Mobile and Desktop applications.
6. Disclaimer of Liability for Emergency Call Response.
Your use, and use by your employees, guests and other third parties, of PGi’s 911 Services are subject to the limitations described herein. The availability of certain features, such as transmission of a Registered Address or your PGi telephone number, depends on whether local emergency response centers support those features, and other factors outside of PGi control. PGi relies on qualified third parties to assist us in routing 911 calls and text messages to local emergency response centers and to the NECC. PGi does not have control over local emergency response centers, the NECC, emergency responders, or other third parties. PGi disclaims all responsibility for the conduct of PSAPs/local emergency response centers, the NECC, third parties engaged by Customer to facilitate address updates, and all other third parties involved in the provision of emergency response services. To the extent permitted by applicable Law, you hereby release, discharge, and hold harmless PGi and its affiliates 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.
Customer indemnifies and holds harmless PGi, its officers, directors, employees, affiliates, and any third-party provider(s) from any and all third-party claims, losses, damages, fines, or penalties arising out of: (i) Customer or its End User’s provision to PGi of incorrect information, including physical addresses, or failure to update a Registered Address; (ii) Customer’s failure to properly notify any person who may place calls using the GlobalMeet UC Services of the 911 limitations; or (iii) the absence, failure, or outage of emergency service dialing using the GlobalMeet UC Services for any reason; and (iv) the inability of any End User to be able to dial 911 or access emergency service personnel for any reason.
“Account” means the numbered account established with PGi and associated with Customer and the Services provided to Customer under this Agreement. For billing and convenience purposes, multiple services, Digital Lines, or End Users may be included in a single billing account, and/or a single Customer may have multiple billing accounts encompassing different geographic locations, business units, or other designations as requested by Customer and accepted by PGi.
“Account Administrator” means the person(s) who have been granted authority by Customer to set up, amend, or otherwise control settings and/or make additional purchases for the Account via the Administrative Portal. Account Administrators may have varying levels of Account rights, skills, or permissions.
“Administrative Portal” means the online administrative portal through which Account Administrators control settings and/or make additional purchases for the Account.
“Digital Line” means a phone number assigned to an End User or a specifically designated location (e.g., conference room) and the associated voice service for inbound and outbound calling that permits an End User generally to make and receive calls to and from the public switched telephone network as well as to and from other extensions within the same Account.
“End Point” means an application or device through which any End User might access and/or use any of the Services, including without limitation IP Desk Phones, Desktop Clients, Web Clients, Mobile Applications, and Software Integrations.
“End User” means an individual user to whom Customer makes the Services available, and may be a natural person, and may include but is not limited to Customer’s employees, consultants, clients, external users, invitees, contractors and agents.
“Law” means any law, statute, regulation, rule, ordinance, administrative guidance, treaty or convention, or court or administrative order or ruling of any governing Federal, State, local or non-U.S. governmental body with jurisdiction over the Services.
This Emergency Services 911 Disclosure Notice and Acknowledgment was last revised February 12th, 2019.