e911

Important 9-1-1 Information 

We want to make sure that you are aware of important differences in the way 9-1-1 service operates with a VoIP phone when compared with traditional telephone service. Here’s what you need to keep in mind:

DIFFERENCES BETWEEN TRADITIONAL 9-1-1 SERVICE AND VOIP PHONE 9-1-1

With traditional phone services, your 9-1-1 call is sent directly to the nearest emergency response centre. With VoIP phone service, your 9-1-1 call is forwarded to a third-party service provider that will automatically or manually route your call to the emergency response centre.

REMEMBER TO VERIFY YOUR LOCATION

Because you can move your VoIP phone between locations and because, for technical reasons, the emergency operator may not have your name, location or contact information available, you must immediately inform the emergency operator of your location and contact particulars any time you call 9-1-1. Do not risk sending police or ambulance services to the wrong location.

BE PREPARED DURING ANY SERVICE INTERRUPTION

VoIP phone service depends not only on your continued subscription (and payment) for the service, but also on Internet connectivity and power to function. In the event of power, network, or Internet outages (including congestion), or if your service is disconnected or suspended due to non-payment, you may experience a failure, disruption or delay in your 9-1-1 service. We recommend that you keep an alternative phone service (such as a cellular telephone) handy to increase the reliability of your access to emergency services during any service interruption.

DO NOT DISCONNECT

Until you are told to do so by an emergency dispatcher, do not disconnect your 9-1-1 call. If you are inadvertently disconnected, call back immediately.

KEEP YOUR SERVICE ADDRESS UP TO DATE.

Rewave Inc.  will attempt to provide the emergency operator with your service address, so please ensure that your information on file with us is always accurate and updated. If you do not do this (for example, if you are unable to speak during a 9-1-1 call), the emergency operator may assume that you are calling from the last registered address. Customers may update location information by filling out and submitting a form that can be accessed at: www.rewave.ca/changeaddress . Customers may also update location information by contacting Rewave Inc. by email at support@rewave.ca or by calling 877-REWAVE-0.

INFORM OTHER USERS

You must notify members of your household and other potential users of your VoIP phone service of the nature and limitations of 9-1-1 emergency calls. To make this easier, attach the included stickers in a visible location on your telephone sets.

LIMITATIONS OF LIABILITY

Rewave Inc.’s terms of service limit and disclaim liability related to VoIP 9-1-1 service. Those limitations and disclaimers are contained in your service contract for VoIP Services, so please read these carefully.

IF YOU HAVE QUESTIONS REGARDING YOUR 9-1-1 SERVICE PLEASE CONTACT US:  support@rewave.ca or 1-877-REWAVE-0

Informations importantes concernant les services 9-1-1

Nous voulons s’assurer que vous êtes conscient de certaines différences importantes dans la façon dont le service 9-1-1 fonctionne avec un téléphone voix sur réseau IP (“VoIP”) par rapport au service 9-1-1 associé a un service téléphonique traditionnel. Voici ce que vous devez garder à l’esprit:

DIFFÉRENCES ENTRE SERVICE 9-1-1 TRADITIONEL ET VOIP

Avec les services téléphoniques traditionnels, votre appel 9-1-1 est acheminé directement au centre d’intervention d’urgence le plus proche. Avec le service de téléphonie VoIP, votre appel 9-1-1 est transféré à un fournisseur de services tiers qui achemine automatiquement ou manuellement votre appel au centre d’intervention d’urgence.

OUBLIEZ PAS DE VÉRIFIER VOTRE ADDRESSE

Puisque vous pouvez déplacer votre téléphone VoIP et pour d’autres raisons techniques, il est possible que l’opérateur d’urgence ne possède pas la capacité de determiner votre nom, addresse et autres coordonéees. Pour cette raison, vous devez infomer l’opérateur d’urgence immédiatement de votre emplacement et de vos coordonéees lors de tout appel 9-1-1. Ne risquez pas d’envoyer la police ou les services ambulanciers à la mauvaise adresse.

SOYEZ PRÉPARÉ POUR UNE INTERRUPTION DE SERVICE

Le service téléphonique VoIP ne dépend pas seulement sur votre abonnement (et le paiement de factures) pour le service, mais aussi sur la connectivité et une source d’électricité. Dans le cas d’une panne d’électricité, de réseau ou d’Internet (y compris la congestion), ou si votre service est débranché ou suspendu en raison de non- paiement, vous pouvez rencontrer un échec, une perturbation ou un délai affectant votre service 9-1-1. Nous vous recommandons de conserver un service téléphonique alternatif (comme un téléphone cellulaire) à portée de main pour augmenter la fiabilité de votre accès aux services d’urgence en cas d’interruption de service.

NE VOUS DÉCONNECTEZ PAS

Jusqu’à ce que vous êtes invité à le faire par un opérateur d’urgence, ne débranchez pas votre appel 9-1-1. Si vous êtes déconnecté par mégarde, rappelez immédiatement.

GARDER VOTRE ADRESSE À JOUR

Rewave Inc. tentera de fournir votre adresse de service à l’opérateur d’urgence, alors assurez-vous que votre information avec nous est toujours exacts et à jour. Si vous ne le faites pas (par exemple, si vous êtes incapable de parler pendant un appel 9-1-1), l’opérateur d’urgence pourrait croire que vous appelez à partir de la dernière adresse enregistrée. Nos clients canadiens peuvent mettre à jour leurs informations en accédant et en soumettant un formulaire situé sur le site de Rewave Inc. à www.rewave.ca/changeaddress. Les clients peuvent également mettre à jour les informations de localisation en contactant Rewave Inc. par courriel à support@rewave.ca ou en appelant le 1-877-739-2830.

INFORMER LES AUTRES UTILISATEURS

Vous devez informer les membres de votre ménage et tout autres utilisateurs potentiels de la nature et des limites des appels d’urgence 9-1-1 à partir d’un service téléphonique VoIP. Pour rendre cela plus facile, attachez les autocollants inclus avec votre service dans un endroit visible, sur vos appareils téléphoniques.

LIMITATIONS DE RESPONSABILITÉ

Les modalités de service de Rewave Inc. impose une limite et exclusion de responsabilité relatif au service 9-1-1 VoIP. Ces limitations et exclusions sont contenues dans votre contrat de service pour les services VoIP, donc s’il vous plaît les lire attentivement.

SI VOUS AVEZ DES QUESTIONS CONCERNANT VOTRE SERVICE 9-1-1 S’IL VOUS PLAÎT NOUS CONTACTER

REWAVE VOICE SERVICES RETAIL AGREEMENT

(9-1-1 VoIP Emergency Calling) 

THIS AGREEMENT is made between:

REWAVE INC.

(“REWAVE”)

– and –

The party identified as “the Customer” on the execution page of this Agreement

(“the Customer”)

WHEREAS REWAVE utilizes the services of a third party (the “Provider”, presently Frontier Networks Inc. ) and the public Internet for delivery of Voice over Internet Protocol service (the “VoIP Service”) to the Customer; and

WHEREAS 9-1-1 emergency calling using VoIP Service does not work the same way as traditional wireline 9-1-1 emergency calling; and

WHEREAS the Customer agrees that in using the VoIP Service it will comply with the provisions of this Agreement; and

WHEREAS the Customer has agreed to release REWAVE and Provider from any and all liability, and to indemnify and hold REWAVE and Provider and their respective officers, directors, employees, suppliers and agents harmless from any and all third party claims or actions, arising out of any misrouted, blocked and/or delayed 9-1-1 emergency calls made using the VoIP Service.

WHEREAS, while this Agreement supplements the other agreements between REWAVE and the Customer with respect to the provision of telecommunication and related services by REWAVE to the Customer, this Agreement stands alone and is independent from, and uninfluenced by, all such other agreements.

WHEREAS the Customer acknowledges that entering into this Agreement is a precondition to VoIP Service being provided by REWAVE to the Customer.

NOW THEREFORE, in consideration of the premises hereto and the covenants and agreements herein and other good and valuable consideration, the receipt and sufficiency of such consideration being hereby acknowledged by each of REWAVE and the Customer to the other, REWAVE and the Customer covenant and agree as follows:

9-1-1 EMERGENCY CALLING LIMITATIONS

 

  1. 9-1-1 emergency calling using VoIP Service provides a more limited form of 9-1-1 emergency calling than that available using traditional wireline 9-1-1 emergency calling. The Customer acknowledges, understands and agrees that when the Customer or anyone allowed howsoever by the Customer to use the VoIP Service (an “End User”) dials 9-1-1 using the VoIP Service, that 9-1-1 emergency call will be subject to the following limitations:

 

  • The 9-1-1 emergency call will be routed to a third party call centre agent designated by and under contract to Provider (an “Operator”) before being transferred to the appropriate Public Service Answering Point (“PSAP”); The use of a call centre increases delays related to handling of 9-1-1 emergency calls and thus increases the risk to the individual in an emergency calling situation;

 

  • Unlike traditional wireline 9-1-1 emergency calling, the VoIP Service may provide such Operator with the caller’s address and telephone number. The caller must orally confirm or provide the Operator with his/her address and telephone number. Once the caller has successfully provided the Operator with all of the required information, the Operator will route the call to the appropriate PSAP which serves the address provided;

 

  • When making a 9-1-1 emergency call, the caller must not hang up until requested to do so, and if caller is prematurely disconnected, the caller must call back. The Operator and PSAP do not have an automatic call back capability;

 

  • The 9-1-1 emergency call may not be handled by the PSAP in the same way as traditional wireline 9-1-1 services;

 

  • 9-1-1 emergency calls made from locations outside of Canada and the USA cannot be completed by the Operator. The caller will be told to use an alternate service to dial 9-1-1;

 

  • If there is a power outage, such outage will prevent all elements of the VoIP Service, including 9-1-1 emergency calling, from working; and

 

  • The VoIP Service utilizes an Internet Protocol connection and, in some cases, may use the public internet. As a result, there is a greater possibility of network congestion, other types of service outages and/or reduced speed in the routing of a 9-1-1 emergency call as compared to traditional wireline 9-1-1 emergency calling.

PERSONS WITH ACCESS TO VoIP SERVICE

TO BE INFORMED OF 9-1-1 CALLING LIMITATIONS

 

  1. The Customer agrees that the Customer shall fully inform each End User and every other person with access to the VoIP Service of the 9-1-1 emergency calling limitations set forth in this Agreement.

CURRENT ADDRESS AND TELEPHONE NUMBER TO BE EASILY VISIBLE 

  1. The Customer agrees that when installing a VoIP telephone or VoIP telephone adaptor in an address or moving the location of a VoIP telephone or VoIP telephone adaptor installed in an address or from one address to another, it will always make sure that the current address and telephone number is recorded in a location easily visible from each telephone connected to the VoIP Service so that it can be communicated to the Operator and the PSAP by any potential user of the VoIP Service in an emergency.

RESALE OF VoIP SERVICE PROHIBITED

  1. The Customer shall not resell, and the Customer agrees that it will not allow the resale howsoever of, the VoIP Service or any part or aspect thereof

CONFIDENTIALITY PROVISIONS OF CANADIAN CARRIERS

  1. The Customer shall, and the Customer agrees that it will, adhere to the “Confidentiality Provisions of Canadian Carriers” as established by the Canadian Radio-television and Telecommunications Commission (“CRTC”) in Telecom Decisions CRTC 2003-33, Telecom Decision CRTC 2004-27.

LIABILITY, INDEMNITY

 

  • Neither REWAVE nor Provider (each a “Party”) makes, and each of REWAVE and Provider expressly disclaim, any warranty of any kind whatsoever, whether express or implied, statutory or otherwise, in relation to the VoIP Neither REWAVE nor Provider make, and each of REWAVE and Provider expressly disclaim, all conditions (including, without limitation, of quality, merchantability, non- infringement, fitness for a particular purpose) of the VoIP Service including, without limitation, those relating to: (i) network transmission capacity; (ii) whether data will be transmitted in an uncorrupted form; (iii) the security of any transaction; (iv) the fault-tolerance of the service or the suitability of same for high-risk activities; or (v) the reliability or compatibility of the facilities, including equipment, hardware or software of third parties which may be utilized by REWAVE or Provider in providing the VoIP Service.

 

  • Notwithstanding any other provision of this Agreement, the sole and exclusive remedy of the Customer in contract, in tort or otherwise howsoever for any claim, loss or damage in any way related to, or arising out of, the VoIP Service or this Agreement shall in be limited to the Customer’s actual, direct damages, and shall in no event exceed the total amount paid by the Customer to REWAVE for forty-five (45) days for affected VoIP Service. For greater certainty, “affected VoIP Service” applies specifically and only to such of the VoIP Service to which the Customer is actively subscribing and which the Customer is specifically seeking remedy for and for the specified period under which the VoIP Service were affected, calculated as an average of the previous six (6) months.

6.3                      IN NO EVENT SHALL REWAVE OR PROVIDER BE LIABLE TO THE CUSTOMER FOR INDIRECT, SPECIAL, CONSEQUENTIAL, INCIDENTAL, EXEMPLARY OR PUNITIVE LOSSES OR DAMAGES OF ANY KIND OR NATURE WHATSOEVER OR HOWSOEVER CAUSED, INCLUDING WITHOUT LIMITATION, LOSS OF DATA, LOSS OF INCOME, LOSS OF PROFIT OR FAILURE TO REALIZE EXPECTED SAVINGS ARISING DIRECTLY OR INDIRECTLY FROM THE BREACH OF THIS AGREEMENT (INCLUDING FUNDAMENTAL BREACH OR OTHERWISE), NEGLIGENCE, ANY ACT OR OMISSION OF REWAVE OR PROVIDER OR UNDER ANY OTHER THEORY OF LAW OR EQUITY, EVEN IF REWAVE OR PROVIDER HAD BEEN ADVISED OF, HAD KNOWLEDGE OF, OR REASONABLY COULD HAVE FORESEEN THE POSSIBILITY OF SUCH DAMAGES.

  • Without limiting the generality of the foregoing, neither REWAVE nor Provider shall be liable for:

 

  • defamation or copyright or trademark infringement or intellectual property infringement or the violation of any third party rights from the use of the VoIP Service or material transmitted or received over REWAVE’s or Provider’s network;

 

  • infringement of patents arising from combining or using Customer, End User or anyone else’s equipment with the VoIP Service or equipment used in relation to the VoIP Service;

 

  • any act or omission of any connecting or underlying carrier, local exchange telephone company, local access provider, or acts or omissions of any other providers of connections, facilities, equipment, or services used by REWAVE, Provider, the Customer or an End User to provide, use or in relation to the VoIP Service;

 

  • capacity shortages not directly caused by REWAVE or Provider;

 

  • any unauthorized use or Improper Use of the VoIP “Improper Use” means (i) the resale by the Customer or any End User of the VoIP Service, or any use which is (ii) causing, or is reasonably likely to cause, material damage to the relevant facilities, connections or network, or which is having, or is reasonably likely to have, a material adverse effect on REWAVE’s or Provider’s performance under or in relation to the VoIP Service or this Agreement, (iii) or interference with other services provided by REWAVE or Provider to third parties or (iv) in contravention of any Law. For the purposes of this Agreement, an “adverse effect” shall be deemed to be material where it results in REWAVE or Provider performing at standards below those due to the Customer in relation to the VoIP Sercvice or this Agreement. “Law” means a provincial or federal law, governmental order, decision or regulation, or order of any court of competent jurisdiction, including without limitation, decisions and orders of the CRTC;

 

  • VoIP Service interruptions, errors, delays or defects in transmission or failure to transmit caused by (i) power fluctuations or power failure at the Customer’s location; or (ii) REWAVE or Provider in the performance of any maintenance, installation, preparation, testing, adjustment, upgrade, repair or inspection of any equipment necessary in order for REWAVE and/or Provider to provide the VoIP Service to the Customer; or (iii) any event beyond the reasonable control of REWAVE or Provider;

 

  • any damages arising out of or relating to: (i) facilities, equipment, software, applications, service or content provided by the Customer or third parties; (ii) unauthorized access to or theft, alteration, loss or destruction of Customer’s or third parties’ applications content, data, programs, information, network or systems by any means, including without limitation, viruses; or (iii) any act, omission, or failure of the equipment or connections provided by the Customer or third parties;

 

  • The Customer hereby fully releases REWAVE and Provider from any and all liability, and agrees to indemnify agrees to defend, indemnify and hold harmless REWAVE and Provider, and their officers, directors, employees, agents, representatives and permitted assigns, from any claims, liabilities, losses, costs or damages, including legal fees, arising out of any and all claims by any person, including without limitation any third party, based on or related to any misrouted, blocked and/or delayed 9-1-1 emergency calls made using the VoIP Service.

 

  • The Customer hereby fully releases REWAVE and Provider from any and all liability, and agrees to indemnify agrees to defend, indemnify and hold harmless REWAVE and Provider, and their officers, directors, employees, agents, representatives and permitted assigns, from any claims, liabilities, losses, costs or damages, including legal fees, arising out of any and all claims by any person, including without limitation any third party, based on or related to: (i) the content of any transmissions by Customer, any End User or any third party using the VoIP Service; (ii) the use of the VoIP Service in any way related to or arising out of the Agreement by Customer, including without limitation, any Improper Use; (iii) Customer facilities, equipment or any connections provided by Customer; (iv) a warranty or representation by Customer to REWAVE, Provider or to any third party; (v) the breach by Customer of any term or condition of this Agreement; or (vi)any violation or infringement of any applicable Law.

 

  • REWAVE and the Customer (each a “Party”) shall each promptly notify the other of any suit, claim or action which may give rise to the other Party’s (the “Indemnifying Party”) obligation to indemnify the Party with such right to be indemnified (the “Indemnified Party”), and shall fully cooperate with the Indemnifying Party and its insurance agent(s) in the defense of such suit, claim or action. The Indemnifying Party shall have absolute and sole discretion to settle any such suit, claim or action except if to the detriment of the Indemnified Party. Any indemnification hereunder shall be offset by any insurance payment recovered by the Indemnified Party or insurance benefits to which it is entitled.

PROVIDER – THIRD PARTY BENEFICIARY

  1. In addition to REWAVE and the Customer, this Agreement shall be for the benefit of Provider, who shall be entitled to all of the benefits of, and to enforce for its benefit, this Agreement to the same extent as if Provider was party to this Agreement together with REWAVE and the Customer.

MISCELLANEOUS

  1. Further Assurances: Each of the Parties shall at all times and from time to time hereafter, without further consideration, execute, deliver and acknowledge all such other documents and shall take or refrain from taking such action as may be reasonably necessary or desirable to give effect to the provisions and intent of this Agreement. No Third Party Beneficiaries: Nothing in this Agreement shall entitle anyone other than the Parties and Provider to any claim, cause of action, remedy or right of any kind in respect of this Agreement or the subject matter of this Agreement. Law: This Agreement shall be governed by and construed in accordance with the laws applicable in the Province of Nova Scotia, Canada, excluding laws relating to choice of laws. Severability: Should any provision of this Agreement be determined to be void, invalid or otherwise unenforceable by any court of competent jurisdiction, such determination shall not affect the remaining provisions of this Agreement which shall remain in full force and effect. Prior Agreements: This Agreement replaces and supercedes all previous agreements between the Parties relative to, and only in relation to, the transaction (being the provision of VOIP Services by REWAVE to the Customer) and related matters provided for herein. Entire Agreement: This Agreement constitutes the entire agreement between the Parties with respect to the transactions and matters herein provided for. Amendments: No modification or addition to this Agreement shall be valid unless made in writing and signed by duly authorized representatives of each of the Parties. Counterparts: This Agreement may be executed in any number of counterparts with the same effect as if the Parties signed the same document. All counterparts will be construed together and will constitute one and the same Agreement. Telefacsimile and E- mail Execution: This Agreement and any other document delivered for the purposes of this Agreement may be executed by the Parties and transmitted by telefacsimile or e-mail transmission and will be for all purposes effective as if the parties executed and delivered one original document.

 

IN WITNESS WHEREOF REWAVE and the Customer have executed and

delivered this Agreement on this                                         day of       , 201     .

“The Customer”:

[Name of the Customer]

By:  _________________________

Name:_______________________

Title:

I have the authority to, and do hereby, bind the Customer.

Place of incorporation:

“REWAVE”:

REWAVE INC. 

By:                 ____________

Name:          ____________

Title:             ______

I have the authority to, and do hereby, bind REWAVE.

 

Place of incorporation: Nova Scotia

Check out our Terms and Conditions for more information.

Check out our Terms and Conditions for more information.

Still have questions?

Go ahead, call us at 1 877 739 2830, or email support@rewave.ca.

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