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E911 Terms of Service Use Policy

Last Updated: June 30, 2025

STAR-TECH IT SOLUTIONS INC. and its affiliates (“Service Provider”) provide basic and/or enhanced 911 emergency services calling capabilities (“911/E911 Services”) as part of our Voice over Internet Protocol (VoIP) services powered by the SkySwitch platform. These 911/E911 Services are Internet-based and differ from traditional wireline 911 services. They should not be relied upon as the sole means of contacting emergency services. This E911 Terms of Service Use Policy (“E911 Policy”) is incorporated into the Service Agreement, including any Order or Letter of Authorization (LOA), and applies to all customers and their End Users (collectively, “Users”). All capitalized terms not defined herein have the meanings set forth in the Service Agreement or Federal Communications Commission (FCC) regulations (47 CFR § 9.1 et seq.).

WARNING: 911/E911 Services have inherent limitations and risks. They are only available within the United States and require accurate Registered Location information to function correctly. Users must maintain alternative means of contacting 911 emergency services.

It is your responsibility to comply with all federal, state, and local laws regarding 911/E911 services, which may change without notice. Service Provider is not responsible for updating this policy to reflect such changes.

1. Basic 911 and Enhanced 911 (E911)

a. Basic 911: When you dial 911, your call is routed to a designated Public Safety Answering Point (PSAP), statewide default answering point, or local emergency authority (collectively, “Emergency Services Center”) based on your geographic location. The operator will request your specific location, phone number, and associated name, as this information is not automatically available. You must provide accurate details to ensure proper emergency response.

b. Enhanced 911 (E911): E911 automatically provides your phone number (via Automatic Number Identification, ANI) and Registered Location (via Automatic Location Identification, ALI) to the Emergency Services Center, using selective routing and the Master Street Address Guide database to verify the address. However, you must still confirm your specific location (e.g., room or floor number) with the operator to ensure accurate dispatch.

2. Direct Dialing, Notification, and Location Information

a. Direct Dialing: The 911/E911 Services, when properly configured, allow direct dialing of 911 without prefixes (e.g., “9”), in compliance with Kari’s Law. You must not configure devices to require additional codes for 911 access.

b. Notification: The Services may send simultaneous notifications of 911 calls to a designated central location at your facility or another person/organization, as specified by you. You are responsible for identifying the recipient of such notifications.

c. Location Information: As required by RAY BAUM’S Act, E911 Services transmit your Registered Location (e.g., street address, room, or floor number) with 911 calls from on-premises, non-mobile devices (e.g., desk phones) where supported by the local PSAP. You must provide and maintain accurate location information via the SkySwitch Dashmanager or by contacting us.

3. VoIP Calling Limitations

a. Service Limitations: 911/E911 Services may be disrupted by:

i. Network congestion, Internet or broadband outages, or power failures.

ii. Equipment failure, disconnection, or relocation without updating the Registered Location.

iii. Account suspension due to non-payment, violation of the Acceptable Use Policy, or other reasons.

You must maintain a stable Internet connection, electrical power, and all necessary equipment to support the Services. We strongly recommend deploying backup power systems and maintaining alternative means of contacting 911 (e.g., a traditional landline or mobile phone). Service Provider is not responsible for deploying or maintaining such backup systems.

b. User Responsibilities: You are solely responsible for:

i. Maintaining a secure and stable Internet/broadband connection meeting Service Provider’s standards.

ii. Ensuring continuous electrical power for devices.

iii. Updating Registered Location information immediately upon any equipment relocation.

iv. Notifying Service Provider of any changes to device configurations or locations.

4. DID Numbers and 911 Calling

a. Direct Inward Dial (DID) Numbers: The Services use virtual DID numbers, which function like telephone numbers but are not tied to a physical wireline. You must maintain accurate Registered Location information for each DID number to ensure proper 911 routing.

b. Geographic Mismatch: Using a DID number in a location different from its assigned area code (e.g., a Texas number used in Utah) may cause 911 calls to be misrouted or fail to connect to the correct Emergency Services Center. You must:

i. Provide the accurate DID number and physical location to the emergency operator.

ii. Avoid blocking Caller ID for 911 calls, as this may prevent proper routing.

c. Liability: You are solely responsible for any 911/E911 failures due to inaccurate Registered Location information or blocked Caller ID. You agree to indemnify, defend, and hold Service Provider harmless from any claims arising from such failures, as detailed in Section 7.

5. Address Registration

a. Registered Location: The Registered Location must be the exact physical address where the device is located. You must provide specific location details (e.g., suite, floor) when provisioning Services or moving equipment. Inaccurate or incomplete information may result in misrouted or failed 911 calls.

b. Updates: You must immediately update the Registered Location via the SkySwitch Dashmanager or by contacting support@startechitsolutions.com when equipment is moved. Updates may take up to 48 hours to process, during which 911 calls from the new location may not reach the correct Emergency Services Center.

c. Consequences of Failure: Failure to update location information may prevent 911 calls from reaching the correct PSAP or emergency personnel, and Service Provider is not liable for resulting delays or failures.

6. Surcharges

If 911 calls from your account exceed three percent (3%) of the total Subscriber Records in our or our third-party affiliates’ ALI database in any month, Service Provider may charge a per-call surcharge, as determined in our sole discretion and consistent with applicable regulations or SkySwitch pricing.

7. Warranties, Indemnification, and Disclaimer of Liability

a. Disclaimer of Liability: Service Provider is not liable for any Service outage, inability to dial 911, or failure to connect to an Emergency Services Center due to the limitations described herein. You and your affiliates agree to indemnify, defend, and hold harmless Service Provider, its directors, officers, employees, affiliates, agents, and third-party providers from any claims, damages, costs, fees, fines, penalties, or reasonable attorneys’ fees arising from 911/E911 Service failures, misrouted calls, or inability to access emergency services.

b. Third-Party Limitations: Service Provider has no control over how Emergency Services Centers or operators handle 911 calls and disclaims responsibility for their actions or responses. We rely on third-party data (e.g., ALI databases) to route 911 calls, and we are not liable for errors or failures in such data.

c. No Warranties: The 911/E911 Services are provided “as is,” and Service Provider disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, or non-infringement. You waive all claims arising from 911/E911 Service use, whether based on contract, tort, negligence, or otherwise, even if Service Provider was notified of potential damages.

8. Changes to This Policy

This E911 Policy may be modified by posting updates to https://startechitsolutions.com/e911-use-policy, effective thirty (30) days after posting. Continued use of the Services after this period constitutes acceptance of the changes. If a change materially affects your rights, you may object within ten (10) days by contacting us, and you may terminate the affected Services without penalty if we cannot resolve your concerns.

9. User Affirmation

You acknowledge and understand the limitations and requirements of the 911/E911 Services. You agree to inform all End Users of these limitations, guidelines, and procedures, including the need for alternative 911 access methods and accurate Registered Location updates.

Contact Us

For questions about this E911 Policy or to update your Registered Location, contact us at:

Solutions

Innovative IT and telecommunications for your business.

Support

Services

support@startechitsolutions.com

1-801-654-1185

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