Emergency Services Policy

Date of Last Revision: May 15, 2024

Operation and Limitations of Emergency Service

This policy forms part of, and is governed by the NovoLink Terms of Service, as applicable. Terms used herein but not otherwise defined shall have the meanings ascribed to them in the Terms of Service.

NovoLink voice service is provided as a voice over internet protocol (“VoIP”) service which differs from traditional phone service in many ways. NovoLink voice service relies on internet access or direct interconnection with NovoLink.

1            Customer responsibilities.

The required registered address provided at time of service sign up is the address that NovoLink will transmit to emergency call centers. If the service is moved either partially (one or more individual devices) or entirely at any time to a new physical location, Customer is responsible for updating the registered address in the NovoLink service portal.

If Customer does not update the registered address for any user that has moved to a new physical location, 911 calls for that user may be directed to an emergency center near the prior registered address (instead of the new registered address), which may result in 911 responders being delayed in responding, or unable to respond, to the reported emergency.

Customer may register only one 911 address at a time for each user. Customer is responsible for educating their employees and users of the NovoLink voice service on 911 dialing limitations and guidelines for maintaining a correct registered address location.

To be clear, Customer or Customer users must update the registered address location in the NovoLink portal each time the registered address changes. Please note that this is standard and customary practice for any internet-based voice service designed to keep Customer, visitors, or employees safe in case of an emergency.

2            Emergency dialing limitations.

NovoLink voice service, including 911 dialing, will not work or will not work properly for the following reasons including, but not limited to:

• Customer attempts to place a 911 call from a location different from the then current address provided by Customer;
• incorrect or invalid address information is provided or is not updated accurately by Customer;
• a power outage occurs at Customer location;
• an internet service or direct interconnection outage occurs at Customer location;
• there is network congestion at Customer location;
• suspension or disconnection of Service for failure to pay or Customer’s default;
• during any period of outage or failure due to events beyond NovoLink control (including 3^rd party internet and electric providers);
• if Customer equipment fails to function, is not properly configured or is defective; or
• Customer fails to meet the minimum technical service requirements.

3            Use of service outside the United States.

Customer acknowledges that 911 dialing service will be unusable from any location outside the United States.

4            Emergency dialing testing.

NovoLink completes testing of 911 dialing at the time of installation. NovoLink strongly advised Customer to perform a periodic test of the 911 service. Customer can verify information provided to emergency call centers by dialing 933 from any NovoLink device.