911 / E911 Notice

1. How 911 works on VoIP

RichVoIP phones connect over the internet instead of a traditional landline. When you dial 911, the call is sent to the emergency center for the address registered to your number (your "registered location"), together with your number and that address. This is called Enhanced 911, or E911.

Because the service depends on your internet connection, power and equipment, 911 can be limited or unavailable in situations where a landline would still work. Always be ready to tell the dispatcher where you are.

2. Registering your address

Every number needs a registered location: the street address where the phone is used, with details such as floor or suite. We set it up with you when your service starts.

If the registered location is missing or wrong, a 911 call may reach the wrong emergency center and help may be sent to the wrong place. In some cases a call may first be answered by a national emergency center that asks for your location.

3. Power and internet outages

911 will not work if:

• The power goes out at your location, unless your phones and network equipment have backup power.
• Your internet connection is down, overloaded or very slow.
• Your service is suspended or has ended.
• Your phone or network equipment fails or is set up incorrectly.

After an outage you may need to restart your equipment before calls work again. Keep a mobile phone or another way to call 911 available.

4. Moving your phones

If you move a phone to a new address — another office, another floor or a home office — update its registered location by contacting support@richvoip.com before you use it there. Until the change is made, a 911 call from that phone may go to the emergency center for the old address.

If you use the RichVoIP app or a phone away from its registered location, a 911 call may not show where you really are. Tell the dispatcher your location right away, or call from a mobile phone's regular dialer.

5. Your responsibilities

• Keep the registered location of every number accurate and up to date.
• Tell everyone who may use your phones — employees, guests and visitors — about these limits.
• Place a notice near each phone saying that 911 may not work during a power or internet outage.
• Consider backup power for your phones and network equipment, and keep another way to call 911.

6. Acknowledgment

By using RichVoIP, you confirm that you have read and understand this notice, including the limits of 911 on internet phones. We may ask you to confirm this in writing when your service starts.

To the extent the law allows, RichVoIP, Beay Solutions, LLC and our providers are not liable for problems with 911 calls caused by the limits described in this notice.