1. Activation and Nature of the 911 Service
The 911 service provided by Collab 360 Inc.’s partner is available upon service activation. Applicable fees are charged from the activation date. This service differs in several important ways from traditional 911 telephone services or Enhanced 911 (E911) services typically available with most conventional phone lines. It includes specific limitations related to Enhanced 911 (E911) functionality.
2. E911 vs. Basic 911 Service
When a call is made using the Enhanced 911 (E911) service, the user’s phone number and location are automatically transmitted to the emergency operator. In contrast, with Basic 911 (B911), this information is not automatically provided. The operator must verbally obtain the necessary details to determine the nature of the emergency and the caller’s location, then transfer the call to the appropriate emergency service. Collab 360 Inc.’s partner provides a Basic 911 service.
3. Description of the 911 Service
When a user dials 911, the call is routed from the network of Collab 360 Inc.’s partner to an emergency services operator. The user must confirm whether they are still at the address registered with Collab 360 Inc. and its partner. If the call is made from a different location, the user must provide their current address. The operator will then determine the appropriate emergency service and transfer the call accordingly. Additional delays may occur when transferring calls to areas not covered by traditional 911 services.
Users must not hang up unless instructed by the operator. If the call is disconnected, the user must call back immediately. The client is responsible for providing Collab 360 Inc. with the service address for each Direct Inward Dialing (DID) number activated or transferred, and for keeping this information up to date. Only DID or billable numbers serviced by Collab 360 Inc. and its partner, and for which applicable fees are paid, may be used as caller identifiers for 911 calls. Using any other number constitutes a breach of the agreement and poses a public safety risk.
If the user is unable to speak during a 911 call, emergency services will be dispatched to the registered address. If the call is made from outside Canada or the United States, the operator will instruct the user to hang up and use a local line to contact the appropriate emergency services (which may not be 911).
4. Power Outage or Internet Service Interruption
A power outage may require the client to reset or reconfigure their equipment before using the service. Power failures, Internet service provider (ISP) outages, partial interruptions, or service suspensions may prevent emergency calls, including 911. In such cases, users may need to use a traditional landline or mobile phone to place an emergency call.
The client acknowledges that any failure or unavailability of their Internet connection or related equipment—including unauthorized modifications or alterations—may render the service inoperable. Billing will continue until the service is terminated by the client or Collab 360 Inc., in accordance with the terms of the agreement.
5. Informing Users of 911 Service Limitations
The client must inform all current or potential users of the limitations of the 911 service provided by Collab 360 Inc.’s partner compared to traditional 911 services. If a user is uncomfortable with these limitations, the client should provide an alternative means of accessing emergency services.
6. Limitation of Liability and Indemnification
Collab 360 Inc., its affiliates, partners, and their respective officers, directors, employees, or agents shall not be held liable for (i) any claims, damages, or losses (including, but not limited to, loss of profits), or (ii) any damages resulting from service outages or data loss. The client hereby waives all such claims or causes of action related to service interruptions or the inability to dial 911 or reach emergency personnel, unless it is proven that the cause was gross negligence, recklessness, or intentional misconduct by Collab 360 Inc. or its partners.
Subject to the terms of this agreement, Collab 360 Inc. makes no other express or implied warranties, including but not limited to warranties of merchantability or fitness for a particular purpose.
The client agrees to defend, indemnify, and hold harmless Collab 360 Inc., its affiliates, partners, and their respective officers, directors, employees, agents, successors, or any other service providers involved, from any claims, losses, damages, fines, penalties, costs, legal fees, etc., arising from or related to the absence, failure, or interruption of the service, including 911, and/or the inability of the client or any third party to dial 911 or access emergency personnel, as well as the misrouting of 911 calls.
7. VoIP 911 Service – User Guidelines
- In an emergency, dial 911 to reach an emergency call center operator.
- Be prepared to provide your location, a callback number, and the nature of the emergency.
- Do not hang up unless instructed by the operator.
- If the call is disconnected, redial 911. The operator may attempt to call you back if your number is available.
- Ensure your VoIP and Internet services are properly configured and initialized.
- Inform all users or potential users of the limitations of VoIP 911 service and the above guidelines.
- Place VoIP 911 warning stickers prominently on your IP telephony devices or in a clearly visible location for all users.