E911 EMERGENCY SERVICES DISCLOSURE

NocTel Communications, Inc.

PO Box 35 • Washougal, WA 98671 • +1 503.764.4300 • noctel.com


This disclosure applies to all NocTel voice services, including NocTel Talk, NocTel Flow, NocTel Go, and SIP trunking. Customers must initial the acknowledgment in Exhibit A before voice Services are activated.

1. VoIP 911 Is Not the Same as Traditional 911

NocTel voice services use Voice over Internet Protocol (VoIP) technology. VoIP-based 911 service works differently from 911 service provided over a traditional landline telephone network and has important limitations you must understand before activating service.

On a traditional landline, your location is automatically transmitted to emergency responders when you dial 911 regardless of power or network conditions. VoIP-based 911 does not work this way.

2. Known Limitations of VoIP 911

2.1 Power and Internet Dependency

VoIP 911 service requires working electrical power and an active Internet connection at your location. If power fails or your Internet connection is disrupted for any reason — including a router failure, ISP outage, cable cut, or natural disaster — your ability to place or receive calls through NocTel, including 911 calls, may be interrupted or completely unavailable.

NocTel strongly recommends that every location maintain at least one independent, non-VoIP means of reaching 911, such as a traditional landline or a cellular device charged and available.

2.2 Location Registration

Emergency calls from VoIP phones are routed to the Public Safety Answering Point (PSAP) associated with the registered service address on file with NocTel — not your physical location at the time of the call. If a phone is moved to a different physical address and the registered address is not updated with NocTel, an emergency call will be routed to the PSAP for the old address, potentially delaying response.

Customer is responsible for maintaining accurate registered address information for all voice endpoints. Address changes must be submitted to NocTel in writing or through the NocTel control panel before the device is moved and used at the new location.

2.3 Remote and Work-From-Home Users

Employees or end users who use NocTel voice services from home or from locations other than the registered service address present a specific 911 routing risk. A NocTel extension configured for an office in Portland will route 911 calls to Portland-area emergency services even if the user is calling from home in Vancouver. NocTel provides no automatic mechanism to detect or correct this condition.

Customer is responsible for establishing and communicating a policy to remote workers regarding the limitations of VoIP 911 and for ensuring remote workers have access to an alternative means of calling 911.

2.4 Softphones and Mobile Applications

NocTel Go and other softphone or mobile applications present additional 911 routing risks because the user's physical location may change frequently and is not automatically tracked. 911 calls from softphones will be routed based on the registered address of the associated extension, which may not reflect the user's actual location.

2.5 Service Suspension or Disconnection

If NocTel Services are suspended or disconnected for non-payment, AUP violation, or any other reason, 911 service through NocTel will also be unavailable.

2.6 Network Congestion

During periods of high network congestion — at Customer's premises, on NocTel's network, or on the public Internet — VoIP call quality may degrade and calls, including 911 calls, may not complete successfully.

3. Customer Responsibilities

  • Maintain accurate registered service address information for every voice endpoint in the NocTel control panel. Submit address updates before any device is relocated.

  • Notify all end users, employees, and contractors who use NocTel voice services of the limitations described in this disclosure.

  • Establish a policy for remote workers and mobile users addressing how to reach emergency services when VoIP 911 may not function correctly.

  • Maintain at least one independent, non-VoIP means of reaching 911 at each physical location where NocTel voice services are the primary telephone system.

  • Contact NocTel support immediately if you believe your 911 routing information is incorrect.

4. How to Update Your Registered Address

Registered service addresses for individual extensions can be updated:

  • Online: Log in to the NocTel control panel at noctel.com and navigate to the extension settings for the affected device.

  • By phone: Call NocTel support at +1 503.764.4300 during business hours.

  • By email: Submit address update requests to support@noctel.com with your account name, extension number, and new physical address.

Allow up to 24 hours for address updates to propagate to the appropriate PSAP database. During this period, advise affected users to use an alternative means of calling 911 if needed.

5. Limitation of Liability

NocTel's liability for any failure of 911 service is limited to the maximum aggregate liability set forth in the NocTel Master Services Agreement. NocTel is not liable for personal injury, death, or property damage arising from the unavailability of 911 service due to power failures, Internet outages, failure to update registered address information, network congestion, or any other cause outside NocTel's direct control.

BY SIGNING A QUOTE FOR VOICE SERVICES, CUSTOMER ACKNOWLEDGES HAVING READ AND UNDERSTOOD THIS DISCLOSURE IN ITS ENTIRETY AND ACCEPTS RESPONSIBILITY FOR COMMUNICATING THESE LIMITATIONS TO ALL END USERS OF NOCTEL VOICE SERVICES.

6. Questions and Support

If you have questions about E911 service, registered addresses, or VoIP limitations, contact NocTel:

NocTel Support

Phone: +1 503.764.4300

Email: support@noctel.com

Web: noctel.com/help

Hours: Monday–Friday, 8:00 AM – 5:00 PM Pacific