911 Addendum - Notice and Disclosures

Effective June 1, 2026

This 911 Addendum - Notice and Disclosures ("Addendum") is part of the agreement between MultiTEL and the Customer and applies to voice or mobile Services for which 911 or E911 is expressly included and activated. It supplements the Emergency Services Policy and the Terms of Service.

1. Differences from traditional telephone service

Internet-based, nomadic, hosted, and mobile communications may handle emergency calls differently from traditional fixed telephone service. Availability and routing depend on the Service, number, device, registered location, network, country, and configuration. The Customer accepts the disclosed limitations and must maintain an alternative means of reaching emergency services.

2. Registered and dispatchable location

Before emergency-enabled Service is used, the Customer must provide each required callback number and a valid registered location, including street address, apartment, suite, floor, or other dispatchable-location detail where applicable. The Customer must update the location whenever a user, number, device, or service moves and must allow time for validation and provisioning.

If location information is missing, inaccurate, incomplete, or stale, a call may be routed to the wrong emergency center, may require manual transfer, or may provide responders with incorrect or insufficient location information. The caller should be prepared to state the location, callback number, and nature of the emergency.

3. Service and equipment limitations

Emergency calling may be unavailable or impaired during power loss; broadband, Internet, DNS, mobile-network, or upstream-provider failure; network congestion; equipment or software failure; incorrect configuration; number or device relocation; account compromise; or suspension or termination of Service. Emergency personnel may be unable to call back if the call disconnects.

4. Multi-line and provider responsibilities

A Customer with multiple users, devices, seats, locations, or downstream subscribers must maintain accurate location and callback records for each emergency-enabled endpoint, provide all legally required notices, and configure emergency-call notifications where applicable. Communications Providers/Resellers must impose equivalent obligations on downstream customers and promptly transmit location changes to MultiTEL in the required format.

5. Geographic limitations

911 or E911 is supported for eligible United States and Canadian Services where expressly activated. No emergency number in another country, including 112 or 110, is supported unless the applicable service order or product notice expressly confirms that country, number, and routing method.

6. User notice and testing

The Customer must notify every user of the nature and limitations of emergency calling and provide stickers, labels, or other conspicuous notice where required. The Customer must not place casual or unannounced test calls to an emergency number. Testing requires a procedure approved by MultiTEL and the applicable emergency authority or designated test service.

7. Liability and mandatory law

Emergency Services are subject to the disclaimers and liability limitations in the Terms and Limitation of Liability policy. Nothing in this Addendum excludes an obligation, liability, or remedy that applicable law does not permit the parties to exclude or limit.