E911 Emergency Calling Policy
Critical information about VoIP-based emergency services and your responsibilities.
IMPORTANT: READ BEFORE USING RELIARING SERVICES
VoIP-based 911 (E911) service has significant limitations compared to traditional landline 911 service. By using ReliaRing services, you acknowledge these limitations and agree to maintain an alternative method of contacting emergency services.
Table of Contents
1. What is E911?
Enhanced 911 (E911) is a system that enables emergency services to receive both the caller's phone number and their registered location when a 911 call is made. Unlike traditional landline services where location is automatically determined by the physical phone line connection, VoIP-based E911 relies on the address you register with ReliaRing.
Traditional 911
- • Location determined automatically
- • Works during power outages
- • Direct connection to PSAP
VoIP E911 (ReliaRing)
- • Uses your registered address
- • Requires internet connectivity
- • May route through national call center
2. E911 Limitations
YOU MUST UNDERSTAND AND ACCEPT THESE LIMITATIONS BEFORE USING RELIARING SERVICES:
Internet Dependency
E911 calls require an active internet connection. If your internet service is unavailable, disrupted, or experiencing congestion, you may not be able to place 911 calls through ReliaRing services.
Power Requirements
VoIP service requires electrical power to operate your router, modem, and VoIP devices. During power outages, E911 calling will not function unless you have battery backup (UPS) for all required equipment.
Location Accuracy
Emergency responders will be dispatched to the address registered in your ReliaRing account. If you move or use the service from a different location without updating your registered address, responders may be sent to the wrong location.
Call Routing Delays
VoIP E911 calls may take longer to connect than traditional 911 calls. Calls may be routed through a national emergency call center before being transferred to your local Public Safety Answering Point (PSAP).
Service Interruptions
E911 service may be temporarily unavailable during service outages, maintenance periods, or if your account is suspended for non-payment or Terms of Service violations.
3. Your Responsibilities
As a ReliaRing customer, you agree to the following responsibilities regarding E911 service:
- 1.Register Your Address: Provide an accurate physical street address during account setup. P.O. boxes are not acceptable for E911 registration.
- 2.Update Your Address: Immediately update your registered E911 address in your account settings if you move or change your service location.
- 3.Inform All Users: Ensure that all individuals who may use your ReliaRing service are aware of the E911 limitations described in this policy.
- 4.Maintain Alternative Access: Keep an alternative method of contacting emergency services available (e.g., mobile phone, neighbor's landline).
- 5.Display E911 Stickers: We recommend placing E911 warning stickers near phones used with ReliaRing service to remind users of the limitations.
4. Registering Your E911 Address
Address Requirements
- •Must be a valid physical street address (not a P.O. box)
- •Include apartment, suite, or unit numbers if applicable
- •Address must be within Canada or the United States
- •Must pass validation with our E911 service provider
How to Update Your E911 Address
- 1.Log in to your ReliaRing customer portal
- 2.Navigate to Settings > E911 Configuration
- 3.Enter your new physical address
- 4.Wait for address validation (typically 24-48 hours)
- 5.You will receive confirmation once the address is active
Important: Address validation may take up to 48 hours. During this time, your previous address will be used for E911 calls. Do not rely on E911 service from a new location until you receive confirmation that your address has been updated.
5. Mobile and Remote Use
CRITICAL WARNING
If you use ReliaRing services through our mobile app, softphone, or WebRTC client from a location other than your registered E911 address, emergency responders will be dispatched to your registered address, NOT your current location.
For mobile/remote users: If you need to contact emergency services while away from your registered address, use your mobile phone's native dialer to call 911 directly. This will use your device's GPS location for more accurate dispatch.
6. Technical Requirements
To ensure E911 service functions properly, the following technical requirements must be met:
- •Stable Internet Connection: Minimum 100 Kbps upstream and downstream bandwidth
- •Power Supply: All networking equipment and VoIP devices must be powered
- •Validated E911 Address: A confirmed and active E911 address in your account
- •Account in Good Standing: No payment defaults or policy violations
Recommendation: We strongly recommend using a UPS (Uninterruptible Power Supply) for your modem, router, and VoIP equipment to maintain E911 capability during brief power outages.
7. Liability and Acknowledgment
Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, TRIDACOM IT SOLUTIONS INC. (DOING BUSINESS AS RELIARING) SHALL NOT BE LIABLE FOR ANY CLAIM, DAMAGE, OR LOSS ARISING FROM THE FAILURE OF E911 SERVICE, INCLUDING BUT NOT LIMITED TO THE INABILITY TO COMPLETE 911 CALLS, MISDIRECTED EMERGENCY RESPONSE, OR DELAYS IN EMERGENCY RESPONSE, REGARDLESS OF THE CAUSE.
Customer Acknowledgment
By using ReliaRing services, you acknowledge and agree that:
- •You have read and understand the E911 limitations described in this policy
- •You will inform all users of the service about these limitations
- •You will maintain an alternative means of contacting emergency services
- •You accept the limitations of liability set forth in this policy and our Terms of Service
8. Contact Information
E911 Support
Corporate Headquarters
Tridacom IT Solutions Inc.
10215 178 Street NW
Edmonton, Alberta T5S 1M3
Canada