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911 Terms

Service Limitations

The Equipment and the Service:

  • INCLUDING 9-1-1 SERVICE, will not work during a power outage, broadband service outage, interruption or slow-down, or other service interruption or problem with the relevant computer apparatus. Customer may be required to reset or reconfigure the Equipment, as the case may be, prior to utilizing the Service following a power outage, broadband service outage or other service interruption or rectification of the computer apparatus problem.
  • Does not support 900/976 calling, and therefore Customer will not be able to make 900 calls using the Service.
  • Does not support collect calling.
  • Does not support operator services (dialing 0).
  • Does not come with a telephone directory.
  • Only works on a high-speed Internet connection and service quality may vary depending on the quality, upload speed and service level of the high-speed Internet connection and other factors/third party services providers extraneous to TeraGo.

9-1-1 VoIP Service Conditions and Limitations

  • Customer acknowledges that TeraGo utilizes VoIP for the delivery of the Services.  This is an important difference from traditional wireline local services and affects the quality and nature of 9-1-1 services available.  As a result, the VoIP 9-1-1 services provided by TeraGo have certain limitations compared to Enhanced 9-1-1 services (“E 9-1-1”) available for most wireline local services.  These differences include, but are not limited to:
  • a bilingual call centre agent will answer the 9-1-1 emergency call, request the caller’s location and the emergency service required and route the call to the 9-1-1 public service answering point (“PSAP”) serving the location provided by the caller;
  • unlike tradition E 9-1-1 service, the caller’s location information and phone number will not be automatically delivered to the VoIP 9-1-1 call centre and may not enable call control features that provide the PSAP agent with control over the line on which the 9-1-1 emergency call is made;
  • the caller’s location and telephone number may not be automatically transmitted with the 9-1-1 emergency call.  The caller must be able to verbally communicate his/her location to the call centre agent.
  • if the caller is unable to speak, the 9-1-1 operator may assume that the caller is at the last registered address for the Service.
  • VoIP 9-1-1 emergency calls made from locations outside of Canada cannot be completed by the call centre agent.  The caller will be told to use an alternate service to VoIP 9-1-1.
  • traditional wireline 9-1-1 is not available in all locations within Canada.  VoIP 9-1-1 services within Canada are subject to the availability of traditional wireline 9-1-1 service at the caller’s physical location.  If traditional 9-1-1 is not available from User’s location, User should contact emergency services such as fire, police or ambulance directly.
  • VoIP 9-1-1 service will not function if the Equipment is not configured properly or if Customer’s Service is not functioning for any reason.
  • VoIP 9-1-1 service will not be available during a power outage and will be unavailable during a broadband Internet outage.
  • VoIP 9-1-1 services will not be available if Service is suspended or terminated.
  • Customer understands the 9-1-1 limitations of TeraGo’s Services and Customer acknowledges that it is their obligation to make all other Users, or potential Users, of the Service aware of these limitations.

VoIP 9-1-1 Service User Tips:

Customer should:

  • be aware of the fact that VoIP 9-1-1 is different than wireline E9-1-1 (as described above) and that it may take longer to be connected to the emergency authority.
  • be prepared to provide their physical location, call back number and the nature of the emergency.
  • not hang-up unless told to by the 9-1-1 call centre agent.  If a caller is disconnected he or she should redial 9-1-1.
  • be aware that VoIP 9-1-1 service may not be available during a power outage and will not be available during a broadband outage.
  • inform all potential users of the limitations of VoIP 9-1-1 service and about these user tips.

Alternate 9-1-1 Arrangements

If Customer does not understand or does not agree with the limitation of VoIP 9-1-1 services, then Customer should consider alternative arrangements to provide access to traditional 9-1-1 or E 9-1-1 services.  TeraGo’ VoIP 9-1-1 service will be provisioned on all applicable Services.  Any alternate arrangement will be in addition to TeraGo’s applicable Service.

Limitations of Liability and Customer Understanding of VoIP 9-1-1

Customer understands that it is their obligation to ensure that all Users are aware of the limitations of VoIP 9-1-1 services.

The Customer understands the limitation of VoIP 9-1-1 services and assumes all liability and responsibility for the provision and use of emergency services and agrees to indemnify TeraGo, its officers, directors, employees and agents for any injury, death or damage whether direct or indirect that may result from : (1) the VoIP 9-1-1 service provided by TeraGo (including but not limited to situations of unavailability of 9-1-1 as described in these terms and conditions and incomplete or incorrect address information provided by the Customer); (2) Customer’s failure to obtain access to conventional 9-1-1 service as part of a telephone line subscription from another telephone company under separate agreement; or (3) Customer’s failure or delay in utilizing conventional 9-1-1 service.