FirstLight E911 Acknowledgement
FirstLight E911 Acknowledgement
Version 2019_01_14
FirstLight provides access to emergency calling services, allowing most FirstLight users to access Enhanced 911 (E911) service. FirstLight users with a phone line, using Voice over IP (VoIP) Phones, can dial 911 directly from their IP phone line. Virtual extensions and mobile users without a digital line cannot complete 911 calls. Emergency calling services work differently than traditional wireline or wireless telephones. Access may differ depending on location or device used.
E911 Service Limitations
- When 911 is dialed, the FirstLight phone number and Registered Address are sent to the local emergency center.
- In some areas, operators may not receive this information. Callers should always provide their phone number and Registered Address in case of disconnection.
- If the caller cannot speak, emergency operators may not be able to send help or call back.
- In some cases, 911 calls cannot be directed to the local center if:
- The Registered Address cannot be validated.
- The address is international.
- The address is in an area not covered by the landline 911 network.
- In some cases, 911 calls cannot be directed to the local center if:
- Operators may require the caller’s name, location, and phone number before dispatching help.
Notification to Users
Customers must notify employees, contractors, guests, or anyone who may use FirstLight services of the limitations of 911 service. A FirstLight-provided warning sticker must be affixed in a visible place on all equipment that can access the services.
E911 Service Availability
Service interruptions or reduced quality may occur without notice. Power outages will interrupt service. FirstLight makes commercially reasonable efforts to reduce disruptions but does not guarantee uninterrupted service. E911 service may be unavailable in these situations:
- Limited or no access to local PSAP facilities.
- Broadband, devices, or Internet access are disconnected or interrupted.
- Caller requests emergency help at a location other than the Registered Address.
- Network congestion or disruptions affect service.
- Service suspension or termination (e.g., non-payment).
- Network issues prevent Registered Address transmission.
Customers must:
- Register the physical location of each IP phone line before activation.
- Use services only at the Registered Address provided.
- Immediately update the Registered Address if moving the device. (Updates may take several hours to take effect.)
- Maintain accurate Registered Addresses for multiple IP lines.
Note: Service cannot be used outside the United States for E911. Registered Addresses cannot be P.O. boxes, mail drops, or similar.
Limitation of Liability and Indemnification
Customer acknowledges and agrees that FirstLight disclaims all liability for service outages or inability to complete 911 calls. Customer shall protect, defend, indemnify, and hold harmless FirstLight and its officers, employees, affiliates, contractors, agents, and any service providers from all claims, damages, liabilities, costs, and expenses (including attorney’s fees) arising from:
- Any absence, failure, or outage of the service.
- Inability to call 911 or access emergency services.
FirstLight is not liable for incidental, indirect, consequential, punitive, or special damages related to E911 use or inability to use the service.