When you set up a telephone service with GrassRoots Technology Inc. (GrassRoots), every physical location (full street address including suite) where you use the telephone service must be registered with the E911 system. Every unique physical location must have a unique telephone number, both the number and the address are registered in the E911 system.
If your physical location changes you must notify GrassRoots so that we can update the registration accordingly.
Outbound calls to 911 are transmitted with the physical address that was registered for the location that the call was made from. With E911 there may be instances where the caller needs to provide the physical address of where they are, this may result from the registered address not being transmitted to the operator.
Do not hang up the call to 911 until instructed to do so by the operator.
If you are inadvertently disconnected, you must call back immediately.
For technical reasons, including network congestion, it is possible that a E911 emergency call will produce a busy signal or will take longer to connect when compared with traditional 911 calls.
If you are unable to speak, the dispatcher may not be able to locate you if your location information is not up to date.
You agree to notify all users of The Service that these limitations exist as described herein.
GrassRoots Business and Home Phone service (The Service) is a VoIP based service. GrassRoots provides Enhanced 911 (E911) service. While E911 is the most advanced form of Emergency Dialing Service available, there are some limitations when it is provided by a VoIP provider such as GrassRoots Technology Inc. VoIP is an acronym for voice over Internet Protocol. VoIP is different from traditional copper land-line services (traditional service). Traditional service ties your copper lines to a specific telephone number and address and when you dial 911 this information is transmitted to the 911 operator. VoIP services are not tied to physical lines in a specific location; therefore VoIP 911 cannot guarantee the location for a 911 operator. As a GrassRoots customer you acknowledge and agree that differences exist between traditional telephone service and VoIP telephone services, including the lack of traditional 911 emergency services.
911 is an emergency telephone number that handles all calls related to police, fire or medical emergencies. The number, which is allotted under the North American Numbering Plan (NANP), is answered by either a telephone operator or an emergency service dispatcher, who, in turn, alerts the appropriate emergency service.
By accepting the terms outlined herein, you acknowledge and understand that the Service does NOT support traditional E911 access to emergency services. GrassRoots E911 dialing cannot be used in conjunction with a soft phone application and is only available on GrassRoots’ dedicated VoIP Equipment (analog telephone adapter devices and dedicated VoIP phones).
Outbound calls on The Service to 911 qualify the call as an E911 call and will be routed to the closest 911 operator in a Public Safety Answering Point (PSAP). There may be multiple PSAPs within the same exchange, or one PSAP may cover multiple exchanges. The territories or Emergency Service Zone covered by a single PSAP is based on the dispatch and response arrangements by fire, police, and medical services for a particular area.
When a GrassRoots’ subscriber dials 911, the call is routed to a third-party call centre which will then transfer the call to the local emergency service corresponding to your address of record on your account. GrassRoots relies on third party services for the forwarding of information underlying such routing and accordingly GrassRoots and its third party provider(s) disclaim any and all liability or responsibility in the event such information or routing is incorrect. This call centre is different from the centre that would answer a traditional 911 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.
You must not disconnect the E911 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.
The Service will attempt to automatically provide the E911 dispatcher or emergency service operator with the name, address and telephone number associated with your account. 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 E911 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.
You authorize GrassRoots to disclose your name and address to third-parties involved in providing E911 dialing including, without limitation, call routers, call centres and local emergency centers.
You must register with GrassRoots all physical locations where you will be using The Service. All physical locations must have a unique phone number. Your initial location will automatically be registered as a part of The Service activation. It is your responsibility to confirm the accuracy of your physical address if it is different from the address used to activate The Service. All telephone numbers have a physical address associated with them, if your physical address changes it is your responsibility to inform GrassRoots of these changes so that we can register them with the E911 service. When you move the equipment and begin using The Service at another location, you must update the location of the Equipment. If you do not update the location, or do not correctly identify the actual location where you are located, E911 calls may be misdirected to an incorrect emergency site. You may update a location by sending an email to support@gograssroots.ca with the old location and the new location, your account name and telephone number
For technical reasons, including network congestion, it is possible that a E911 emergency call will produce a busy signal or will take longer to connect when compared with traditional E911 calls.
You authorize GrassRoots to disclose your name and address to third-parties involved in providing E911 dialing including, without limitation, call routers, call centres and local emergency centers.
You acknowledge and understand that The Service, including the E911 service will not be available in the event of a power failure or if your Internet service is disrupted.
You acknowledge and understand that suspension or termination of the Service or your Internet connection for any reason, including for billing or non-payment of charges payable, will terminate the availability of The Service, including E911 service.
Neither GrassRoots Technology Inc., its officers, directors or employees may be held liable for (i) any claim, damage, or loss (including but not limited to profit loss), or (ii) any damage as a result of service outage, data loss. The customer hereby waives any and all such claims or causes of action, arising from or relating to any service outage and/or inability to dial 911 from The Service. Subject to the provisions of this agreement, GrassRoots Technology Inc. does not provide any other warranties of any kind either express or implied, including without limitation the warranties of merchantability and fitness for a particular purpose. The customer agrees to defend, indemnify, and hold harmless GrassRoots Technology Inc. its officers, directors, employees, affiliates, agents, legal representatives and any other service provider who offers services to the customer or GrassRoots Technology Inc. in relation with the present agreement or the service provided, from any and all claims, losses, damages, fines, penalties, costs and expenses (including, without limitation, legal fees and expenses) by, or on behalf of, the customer, any third party or user of the customers' service relating to the absence, failure or outage of the service, including 911 dialling and/or inability of the customer or any third party or user of their service to be able to dial 911 or to have access to emergency service personnel, as well as any misroutes of 911 calls, including but not limited to their provision of incorrect information to GrassRoots Technology Inc. in connection therewith.
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