BridgeConnex Emergency Services Policy
Operation and Limitations of the BridgeConnex 911 Service
This policy forms part of, and is governed by, the Customer Service Agreement and/or the BridgeConnex Terms of Service, as applicable.
BridgeConnex provides access to emergency calling services, allowing most BridgeConnex users to access either basic 911 or Enhanced 911 (E911) service. Emergency calling services accessed through BridgeConnex is different in important ways from traditional landline 911 and cellular/wireless 911. Access may differ depending on user location or device. These differences are detailed in this document and Customer agrees to notify any potential User, who may place calls using Customer’s Services, of the 911 limitations described herein.
- Registration of Physical Location Required. For each phone number in use with Service, Customer must register with BridgeConnex the address of the physical location where the Device associated with the phone number will reside. If a registered Device is moved to another location, Customer must register the new address. The initial location of use for each phone number will be registered by BridgeConnex during the provisioning process. Thereafter, Customer may update address registration by contacting BridgeConnex support to add/update 911 address for a specific number. For purposes of the 911 Dialing feature, Customer may only register one location at a time for each phone number in use with the Service. If Customer fails to register a new address, any 911 calls made from the Device may be sent to the wrong emergency response center, delaying emergency assistance. The 911 Dialing feature will not be considered activated for any phone number in use with the Service unless and until the Customer receives an email from BridgeConnex confirming the 911 Dialing feature has been successfully registered for that phone number.
- Service Limitations. BridgeConnex 911 service will not function (i) in the event of an Internet or power outage; (ii) if Customer broadband, ISP, or BridgeConnex service is suspended or terminated; (iii) if Customer ISP, broadband provider or other third party inadvertently or intentionally blocks the ports over which the Service is provided or otherwise impedes the usage of the Service; or (iv) in the event of a Service outage for any reason, such outage will prevent ALL Service, including the ability to make emergency 911 calls.
- Registering New Numbers. 911 Dialing must be activated for all new telephone numbers added to Customer’s Service which require 911 service. Customer is responsible for providing BridgeConnex with address of physical location for each new telephone number added to their account and each telephone number ported to BridgeConnex from another carrier requiring 911 service. In cases where a 911 Caller ID number is configured for an end user in the PBX portal without having an address registered in the E911 location database, Customer will be charged $150 per call for 911 dialed calls routed to the National Emergency Services Call Center.
- How it Works. BridgeConnex contracts with a third party to use the address of the registered location to determine the nearest emergency response center (PSAP) and then forwards the emergency call to a general number at that center. Due to limitations at PSAPs, it may not be possible for the PSAP and the local emergency personnel to identify the Customer’s telephone number or physical location address when 911 is called via BridgeConnex E911 service. Customers must therefore be prepared to provide their address and phone number in order to get emergency assistance. If the caller is unable to speak, the emergency operator may not be able to send help to the location and/or call back should the call be disconnected. BridgeConnex does not control whether or not the emergency operator receives the telephone number and registered location address.
In some cases, 911 calls dialed from a BridgeConnex device cannot be directed to the local emergency response center and are instead directed to a National Emergency Call Center (NECC). 911 calls directed to the NECC may not include the BridgeConnex telephone number or registered location address. Trained operators at the NECC will request the caller’s name, location and telephone number and attempt to reach emergency responders in the local area to dispatch assistance.
Customer hereby authorizes BridgeConnex to disclose the name and physical location address to third-party service providers, including, without limitation, call routers, call centers and public service answering points, for the purpose of dispatching emergency services personnel to the registered location.
- Limitation of Liability and Indemnification. CUSTOMER ACKNOWLEDGES AND AGREES THAT BRIDGECONNEX DISCLAIMS ANY AND ALL LIABILITY FOR ANY SERVICE OUTAGE OR INABILITY TO COMPLETE EMERGENCY 911 CALLS FROM ANY CUSTOMER LINE OR CUSTOMER PREMISES OR TO ACCESS EMERGENCY SERVICE PERSONNEL. CUSTOMER SHALL PROTECT, DEFEND, INDEMNIFY, AND HOLD HARMLESS BRIDGECONNEX, ITS OFFICERS, DIRECTORS, EMPLOYEES, AFFILIATES, CONTRACTORS, AND AGENTS AND ANY OTHER SERVICE PROVIDER THAT FURNISHES SERVICES TO CUSTOMER IN CONNECTION WITH THE SERVICE, FROM ANY AND ALL CLAIMS, LAWSUITS, LOSSES, DAMAGES, LIABILITY, FINES, PENALTIES, COSTS, AND EXPENSES INCLUDING, WITHOUT LIMITATION, ATTORNEY’S FEES AND COSTS, ARISING FROM, OR RELATED TO, ANY ABSENCE, FAILURE, OR OUTAGE OF THE SERVICE, INCLUDING, WITHOUT LIMITATION, EMERGENCY 911 CALLING AND/OR INABILITY OF CUSTOMER OR ANY CUSTOMER EMPLOYEE, THIRD PERSON OR PARTY, OR USER OF BRIDGECONNEX’S SERVICE TO BE ABLE TO CALL 911 OR TO ACCESS EMERGENCY SERVICE PERSONNEL. IN NO EVENT SHALL BRIDGECONNEX BE LIABLE TO CUSTOMER OR ANY THIRD PARTY FOR INCIDENTAL, INDIRECT, CONSEQUENTIAL, EXEMPLARY, PUNITIVE, OR SPECIAL DAMAGES RELATED TO CUSTOMER’S (OR ANY CUSTOMER EMPLOYEE, AGENT, OR CONTRACTOR, OR THIRD PERSON OR THIRD PARTY OR USER OF BRIDGECONNEX’S SERVICE) USE OF OR INABILITY TO USE E911 SERVICES.
- Alternate Arrangements. If Customer is not comfortable with the limitations of the 911 Dialing service described in this policy, Customer should consider having an additional alternate means of accessing traditional 911 or E911 service.