Emergency Calling Notice
This Emergency Calling Notice applies when you dial 911 using the Ooma services, such as our VoIP phones and various web, mobile and desktop applications. This notice contains important information concerning the limitations of calling 911 and possible circumstances that may impair your access to 911 service.
If you are concerned with any of the service limitations or your responsibilities described below, you should maintain an alternate means of calling 911.
If you are an account administrator, you must ensure that your users are aware of and understand this information.
How Our 911 Calling Works
Ooma’s 911 service is available only in the United States (excluding U.S. territories) and Canada. When you dial 911 via an Ooma service where 911 calling is supported, Ooma will attempt to automatically route your call through a third-party service provider to the Public Safety Answering Point (“PSAP”) corresponding to the address of record on your account. However, due to the limitations of internet-based telecommunication services, your call may be routed to a third-party specialized call center that handles emergency calls, instead of a PSAP. In both cases, Ooma will attempt to automatically provide the emergency services dispatcher with the name, address and phone number associated with your account. However, Ooma does not control whether the dispatcher has the ability to receive and/or see your phone number and address. In addition, unlike a traditional 911 call, the dispatcher will not have automatic access to your location information. Therefore, WHEN MAKING A 911 CALL, YOU MUST IMMEDIATELY INFORM THE EMERGENCY SERVICES DISPATCHER OF YOUR LOCATION (OR THE LOCATION OF THE EMERGENCY, IF DIFFERENT).
Physical Location Requirements
By default, Ooma assigns a customer’s physical street address on file as the emergency response address for all Ooma devices, lines and extensions under the customer’s account. Prior to using the service, you must provide Ooma, the reseller from whom you’ve purchased the Ooma services, or your Ooma account administrator, with the physical address you would like shared with emergency personnel in the event of a 911 call, which cannot be a P.O. box, mail drop or similar address, for each Ooma device, line, or extension capable of dialing 911. If you do not provide a correct physical address or if you do not update such address, your 911 calls may be routed to a PSAP or other emergency response center in the wrong location or the wrong physical address may be provided by Ooma, resulting in potentially lengthy delays in the arrival time of emergency responders.
Address Changes
You may update your emergency response address by logging into your online account, contacting your Ooma account administrator, contacting the reseller from whom you’ve purchased the Ooma services, or calling Ooma’s customer support team at 1-888-711-6662 during working hours.
You are required to update your emergency response address any time you move a device which may be used to dial 911 via the Ooma services or otherwise need to change where a service line or extension should have emergency responders dispatched to. You are also required to instruct each person with access to your Ooma services to notify you anytime they move such a device or need emergency responders dispatched to a different location for a particular service line or extension.
When you first provide Ooma, the reseller from whom you’ve purchased the Ooma services, or your Ooma account administrator, with your emergency response address, and when you update it, there may be a delay in that information becoming available to properly route your calls to the correct emergency response center and to provide the emergency services with your updated address.
Service Limitations
The emergency services dispatcher answering the 911 call may not have your call-back number or your exact or accurate physical address, so you must be prepared to provide this information to the dispatcher. Until you give the dispatcher your phone number, they may not be able to call you back or send help if the call is dropped or disconnected, or if you are unable to speak.
You also understand that calls may fail if: (1) there is a power outage, (2) you are experiencing an outage, suspension, or disconnection of your Internet or mobile data connections, (3) your equipment used to attempt to make the 911 call fails or is configured incorrectly, (4) your services from Ooma have been terminated or suspended, or (5) you are calling outside of the continental United States, Alaska, Hawaii or Canada.
The Ooma services do not support messaging services (including but not limited to SMS and MMS) to 911.
Notification of Service Limitations
You are required by law to notify all persons who may place calls using Ooma’s services or may be present at the physical location where Ooma’s services may be used to make calls, of the limitations of reaching emergency services.
Authorizations
By accepting this Emergency Calling Notice:
- You authorize Ooma and/or any reseller of Ooma’s services to disclose your name, phone number, and address to third-parties involved with providing emergency services, including but, not limited to, call routers, call centers, and local emergency response centers.
- You acknowledge that you have read and understand the contents of this Emergency Calling Notice and the limitations and obligations it describes and that you will obtain alternative means of calling 911 if you are not comfortable with such limitations and obligations.
- You represent that you are lawfully able to enter into contracts. If you are accepting for an entity, such as the company you work for, you represent that you have legal authority to bind that entity.
Your consent to this Emergency Calling Notice takes effect when you execute a service order or other agreement which incorporates this Emergency Calling Notice by reference or when you click an “I Accept” button or check box presented with this Emergency Calling Notice.