VoIP service allows you to make or receive telephone calls over the Internet to or from the public switched telephone network. The nature of VoIP telephone calls, while appearing similar to traditional telephone calling services, create unique limitations and circumstances, and you acknowledge and agree that differences exist between traditional telephone service and VoIP telephone services, including the lack of traditional 9-1-1 emergency services.

9-1-1 service

Because of the unique nature of VoIP telephone calls, emergency calls to 9-1-1through your VoIP service will be handled differently than traditional phone service. The following provisions describe the differences and limitations of 9-1-1 emergency calls, and you hereby acknowledge and understand the differences between traditional 9-1-1 service and VoIP calls with respect to 9-11 calls placed to emergency services from your account as described below.

Placing 9-1-1 calls

When you make a 9-1-1 emergency call, the VoIP service will attempt to automatically route your 9-1-1 call through a third-party service provider to the Public Safety Answering Point (PSAP) corresponding to your address of record on your account. However, due to the limitations of VoIP telephone service, your 9-1-1 call may be routed to a different location than that wich would be used for traditional 9-1-1 dialing. For example, your call may be forwarded to a third-party specialized call center that handles emergency calls. This call center is different from the PSAP that would answer a traditional 9-1-1 call which has automatically generated your address information, and consequently, you may be required to provide your name, address and telephone number to the call center.

How your information is provided

The VoIP service will attempt to automatically provide the PSAP dispatcher or emergency service operator with the name, address and telephone number associated with your account. However, for technicals reasons, the dispatcher receiving the call may not be able to capture or retain your name, phone number, and physical location. Therefore, when making a 9-1-1 emergency call, you must immediately inform the dispatcher of your location( or the location of the emergency, if different). If you are unable to speak, the dispatcher may not be able to locate you if your location information is not up to date.

Correctness of information

You are responsible for providing, maintaining, and updating correct contact information( including name, functionality residential address and telephone number) with your account. If you do not correctly identify the actual location where you are located, or if your account information has recently changed or has otherwise not been updated, 9-1-1 calls may be misdirected to an incorrect emergency response site.


You must not disconnect the 9-1-1 emergency call until told to do so by the dispatcher, as the dispatcher may not have your number or contact information. If you are inadvertently disconnected, you must call back immediately.

Connection time

For technical reasons, including network congestion, it is possible that a 9-1-1 emergency call will produce a busy signal or will take longer to connect when compared with traditional 9-1-1 calls.


9-1-1 calls may not function

For technical functionality of 9-1-1 VoIP emergency calls may cease or be curtailed in various circumstances, including but not limited to:

Failure of service or your service access device – if you system access equipment fails or is not configured correctly, or if your VoIPservice is not functioning correctly for any reason, including power outages, VoIP service outage, suspension or disconnection of your service due to billing issues, network or Internet congestion, or network or Internet outage in the event of a power, network or Internet outage; you may need to reset or reconfigure the system access equipment before being able to use the VoIP service, including for 9-1-1 emergency calls; and changing locations – if you move your system access equipment to a location other than that described in your account information or otherwise on record with Skynet Telecom

Alternate services

If your not comfortable with the limitations of 9-11 emergency calls, Skynet Telecom recommends that you terminate the VoIP services or considers an alternate means for accessing traditional 9-1-1 emergency services.

Inform others users

You are responsible for notifying, and you agree to notify, any user or potential users of your VoIP services of the nature and limitations of 9-1-1 emergency calls on the VoIP services as described herein.

Limitation of liability and indemnification

Neither Skynet Telecom, its affiliates or any of their respective officers, directors, recklessness employees, or agents may be held liable for (i) any claim, damage, or loss( including but not limited to profit loss), or (ii) any damage as a result of service outage, data loss. The customer hereby waives any and all such claims or causes of action, arising from or relating to any service outage and/or inability to dial 9-1-1 from his customer phone line or to access emergency service personnel unless it is proven that the act or omission proximately causing the claim, damage, or loss, constitutes gross recklessness, or intentional misconduct on the part of Skynet Telecom.

Subject to provisions of this agreement, Skynet Telecom does not provide any other warranties of any kind either express or implied, including without limitation the warranties of merchantability and fitness for a particular purpose.

The customer agrees to defend, indemnify, and hold harmless Skynet Telecom, its affiliates, and their respective officers, directors, employees,agents, legal representatives and any other services provider that offers services to the customer or Skynet Telecom in relation to the present agreement or the service provided, from any and all claims, losses, damages, fines, penalties, cost, expenses, legal fees, etc., by, or on behalf of, the customer, any third -party or user of the customers’ service relating to the absence, failure or outage of the service, including 9-1-1 dialling and/or inability of the customer or any third party or user of their service to be able to dial 9-1-1 or to have access emergency service personnel, as well as misroutes of 9-1-1 calls.