VoIP 9-1-1 Emergency Service Policy

This VoIP 9-1-1 Emergency Service Policy explains important differences between traditional telephone 9-1-1 service and VoIP-based 9-1-1 emergency calling that may be available through eligible Revoical services.

Please read this policy carefully before using any Revoical Hosted PBX, VoIP, DID, SIP, cloud phone, or related communication service that includes or may include emergency calling features.

VoIP 9-1-1 emergency calling may not work the same way as traditional wireline telephone 9-1-1 service. It may be subject to important limitations, including limitations related to Internet connectivity, power availability, registered address information, customer equipment, device configuration, network conditions, service status, third-party providers, and user location.

1. Scope of This Policy

This policy applies only to Revoical services for which VoIP 9-1-1 emergency calling is available, supported, and activated.

This may include eligible services such as:

• Hosted PBX services.
• VoIP phone services.
• Cloud phone services.
• DID-based calling services.
• SIP-based communication services.
• Business phone services that allow calls to or from the public switched telephone network.
• Other eligible Revoical communication services where emergency calling is expressly supported and activated.

This policy does not apply to services that do not include emergency calling, such as general website use, informational content, non-voice services, consulting-only services, or self-hosted deployments where the customer is responsible for obtaining and managing its own emergency calling provider.

Emergency calling is available only where expressly enabled, supported, and activated for the applicable service, customer account, phone number, user, device, or location.

2. Important Notice About VoIP 9-1-1

VoIP 9-1-1 emergency service is different from traditional telephone 9-1-1 service.

With traditional telephone service, a 9-1-1 call is usually routed directly to the nearest emergency response centre and may automatically provide the caller’s telephone number and registered address.

With VoIP phone service, your 9-1-1 call may be routed through one or more third-party service providers, emergency routing providers, call centres, carriers, or public safety answering points. In some cases, the emergency operator may not automatically receive your name, phone number, current physical location, or contact information.

For this reason, when calling 9-1-1 using a VoIP service, you must be prepared to immediately provide:

• Your name.
• Your callback number.
• Your current physical address.
• The location of the emergency, if different from your current location.
• Any other information requested by the emergency operator.

Failure to provide accurate location information may delay emergency response or cause emergency services to be sent to the wrong location.

3. Registered Emergency Address

For eligible services where VoIP 9-1-1 is available and activated, you must provide a valid emergency service address before using the service.

The emergency service address should be the most likely physical location where the phone number, user, device, extension, or service will be used.

The emergency service address may include:

• Street address.
• Unit, suite, floor, room, or building information.
• City.
• Province.
• Postal code.
• Country.
• Business or organization name.
• Callback number.
• Assigned user, extension, or phone number.

You are responsible for ensuring that all emergency address information is accurate, complete, and kept up to date.

4. Updating Your Emergency Address

You must update your emergency service address whenever a phone number, user, device, extension, endpoint, or service is moved to a new location.

This is especially important for:

• Remote workers.
• Softphone users.
• Mobile app users.
• Hybrid work environments.
• Branch offices.
• Temporary work locations.
• Relocated desk phones.
• ATA devices.
• Nomadic VoIP users.
• Users who access the service from more than one location.

If your emergency address is not current, your 9-1-1 call may be routed incorrectly, delayed, or associated with the wrong location.

Where supported, customers may update emergency service information through the Revoical customer portal or by contacting Revoical support.

Emergency address updates may not take effect immediately. You should not assume that a newly submitted address is active until it has been accepted, validated, or confirmed through the applicable process.

5. Nomadic and Remote Use

VoIP services may allow users to make and receive calls from locations other than the original registered service address.

If you use a Revoical VoIP service from a different location, including through a softphone, mobile app, laptop, remote office, home office, temporary office, or relocated device, your registered emergency address may not match your actual physical location.

In such cases, emergency operators may not know where you are unless you tell them.

You must immediately provide your current location and callback number when dialing 9-1-1.

You should not use VoIP 9-1-1 as your only method of accessing emergency services when using the service from a temporary, remote, or changing location.

6. Service Interruptions and Limitations

VoIP 9-1-1 emergency calling depends on several technical and service conditions.

Your ability to dial 9-1-1 may fail, be delayed, be disrupted, or be unavailable in circumstances including, but not limited to:

• Power outage.
• Internet outage.
• Network failure or congestion.
• Wi-Fi failure.
• Customer equipment failure.
• Router, firewall, or modem failure.
• Incorrect network configuration.
• Device misconfiguration.
• Phone, softphone, mobile app, ATA, or endpoint failure.
• Service suspension.
• Billing-related service interruption.
• Account termination.
• Third-party carrier outage.
• SIP trunk provider outage.
• Cloud infrastructure outage.
• Emergency routing provider issue.
• Maintenance event.
• Cyber incident.
• Force majeure event.
• Use of the service from an unregistered or incorrect location.
• Failure to update emergency service address information.

Because of these limitations, Revoical strongly recommends that customers maintain an alternative method of accessing emergency services, such as a mobile phone or traditional telephone service, especially during power, Internet, network, or service interruptions.

7. How 9-1-1 Calls May Be Routed

When you dial 9-1-1 using an eligible Revoical VoIP service, the call may be routed through third-party providers, emergency routing providers, carriers, call centres, or emergency response systems.

The service will attempt to route the call based on the information available, which may include the registered emergency service address, callback number, phone number, and other account or routing information.

However, because VoIP services can be used from different locations and depend on Internet-based systems, the call may not be routed in the same way as a traditional 9-1-1 call.

In some cases:

• Your call may be answered by a specialized emergency call centre before being transferred to the appropriate emergency response centre.
• The operator may ask you to provide your current location and callback number.
• Your registered address may be used if you are unable to speak.
• Incorrect or outdated address information may cause emergency services to be sent to the wrong location.
• Technical issues may delay or prevent call completion.

8. Do Not Disconnect the Call

When you call 9-1-1, do not hang up unless the emergency operator tells you to do so.

If the call is disconnected accidentally, call 9-1-1 again immediately.

Because the emergency operator may not have your callback number, current location, or complete contact information, remaining on the line is very important.

9. Customer Responsibilities

Customers are responsible for:

• Reading and understanding this VoIP 9-1-1 Emergency Service Policy.
• Ensuring that emergency calling is available and activated for eligible services before relying on it.
• Providing accurate and complete emergency service address information.
• Updating emergency service address information when a user, device, phone number, or service location changes.
• Ensuring that callback numbers are accurate and current.
• Ensuring that users understand how VoIP 9-1-1 works.
• Informing employees, contractors, agents, household members, guests, and other users about the limitations of VoIP 9-1-1.
• Ensuring that phones, softphones, mobile apps, networks, routers, firewalls, Internet connections, and power sources are properly configured and maintained.
• Maintaining an alternative method of accessing emergency services.
• Complying with Revoical’s Terms of Service, Acceptable Use requirements, and applicable laws.

Business customers are responsible for communicating this policy to all users who may place calls using the customer’s Revoical service.

10. User Notification and Device Warning

Customers should inform all users that VoIP 9-1-1 emergency service is different from traditional telephone 9-1-1 service.

Where physical phones, desk phones, ATA devices, or similar equipment are used, customers should place a visible warning notice near or on the device.

Suggested warning notice:

ATTENTION: When dialing 9-1-1 using VoIP service, be prepared to provide your current address/location and callback number. VoIP 9-1-1 may be limited during power, Internet, network, service, or device interruptions. For more information, review Revoical’s VoIP 9-1-1 Emergency Service Policy.

11. Activation and Customer Acknowledgment

Where VoIP 9-1-1 emergency calling is available and activated for eligible services, Before activation of any Revoical service that includes VoIP 9-1-1 emergency calling, Revoical will require the customer to acknowledge and accept the VoIP 9-1-1 limitations through a documented consent process.

Customers may be required to confirm their understanding through the customer portal, an online form, written confirmation, recorded confirmation, contract acceptance, or another documented method.

By activating or using an eligible Revoical service with VoIP 9-1-1 emergency calling, you acknowledge that:

• You understand that VoIP 9-1-1 is different from traditional telephone 9-1-1.
• You understand that emergency calling may fail, be delayed, or be unavailable in certain circumstances.
• You are responsible for providing and updating accurate emergency service address information.
• You are responsible for informing all users of the service about VoIP 9-1-1 limitations.
• You should maintain an alternative method of accessing emergency services.

12. Services Without Revoical-Provided 9-1-1

Some Revoical services may not include Revoical-provided 9-1-1 emergency calling.

For example, certain self-hosted deployments, customer-managed systems, consulting services, integrations, lab environments, test environments, software-only services, or customer-managed SIP trunk configurations may require the customer to obtain emergency calling directly from its own carrier, SIP trunk provider, VoIP provider, or emergency service provider.

If your service does not include Revoical-provided 9-1-1 emergency calling, you are solely responsible for arranging, configuring, testing, maintaining, and complying with any emergency calling requirements that apply to your service, users, business, or location.

13. Testing 9-1-1

Do not place test calls to 9-1-1 unless you have received proper authorization and instructions from Revoical or the applicable emergency calling provider.

Unauthorized 9-1-1 test calls may interfere with emergency services and may violate applicable rules or laws.

If testing is required for your service, contact Revoical Support for guidance before placing any test call.

14. Limitations of Liability

VoIP 9-1-1 emergency calling is subject to the limitations described in this policy, the Revoical Terms of Service, any applicable service order, any applicable customer agreement, and applicable law.

To the maximum extent permitted by applicable law, Revoical will not be responsible for any failure, delay, outage, misrouting, inability to complete a 9-1-1 call, incorrect emergency response, or inability of emergency services to locate you where the issue is caused by:

• Inaccurate or outdated customer-provided information.
• Failure to update emergency service address information.
• Customer equipment failure.
• Customer network failure.
• Power outage.
• Internet outage.
• Device or software misconfiguration.
• Relocation of a phone, user, endpoint, or device.
• Service suspension or termination.
• Third-party carrier or provider failure.
• Emergency routing provider failure.
• Circumstances outside Revoical’s reasonable control.
• Any other limitation described in this policy or the Terms of Service.

Nothing in this policy limits liability where such limitation is prohibited by applicable law.

15. Questions or Support

If you have questions about VoIP 9-1-1 emergency calling, emergency service address updates, service activation, or whether emergency calling is available for your service, please contact Revoical before relying on the service for emergency calling.

16. Contact Us

If you have any questions about this Privacy Policy, our privacy practices, or how Revoical handles personal information, please contact us.