911 & Emergency Services Policy

1. Scope and Applicability

This 911 & Emergency Services Policy ("Policy") applies to all QVOICE customers and end users in Canada and the United States. It forms part of, and is incorporated by reference into, your Master Services Agreement and Terms and Conditions. 11384422 Canada Inc. d/b/a fonoUC ("fonoUC," "QVOICE," "we," "us") operates QVOICE as a hosted service. Emergency calling capability depends on factors both within and outside our control, as described here.

2. How VoIP 911 Differs From Traditional 911

• No power, no service: QVOICE will not function — including for 911 — during a power outage, internet/broadband outage, ISP failure, or QVOICE network outage, unless you have backup power and connectivity in place.
• Location is not automatic: Unlike a fixed landline, a VoIP device can be moved. The emergency operator (PSAP) may receive the Registered Service Address you provided rather than your actual physical location at the time of the call. You must keep your Registered Service Address accurate and current.
• Possible call routing differences: A 911 call may be routed to a national or third-party emergency call relay centre, or to an administrative line, rather than directly to your local PSAP, and may take longer to connect.
• Account suspension: If your account is suspended or terminated (including for non-payment), 911 calling may be unavailable.
• Nomadic / travel use: If you use QVOICE away from your Registered Service Address (e.g., travelling, working remotely, softphone/mobile app), 911 may route to the wrong PSAP or fail to identify your location.

3. Your Responsibilities (Customer)

• Register a valid civic (physical) service address for each line/device before use, and update it immediately whenever a device is moved, through the QVOICE admin portal or by contacting info@fonouc.com.
• Notify all users, employees, and occupants at your locations of the 911 limitations in this Policy, and post the limitations where appropriate.
• Maintain an alternative means to reach emergency services for situations where QVOICE 911 may be unavailable.
• Configure phone systems, IVRs, and dial plans so that users can dial 911 without prefixes or additional steps wherever feasible.
• Test 911 only by arrangement; do not place test 911 calls without coordinating with the relevant authority.

4. Canada — CRTC VoIP 911 Obligations

As a Canadian telecommunications service provider, fonoUC provides 911 access in accordance with CRTC requirements for VoIP service providers (including CRTC Telecom Regulatory Policies governing nomadic and fixed VoIP 911, and Next-Generation 911 / NG911 where available). We provide 911 access using the method appropriate to your service configuration (basic 911, Enhanced 911, or NG911 where deployed) and we deliver to the emergency operator the Registered Service Address on file for your line.

You are responsible for keeping your Registered Service Address current. CRTC rules require that we notify you of VoIP 911 limitations; this Policy and the acknowledgement at account activation satisfy that notice.

5. United States — FCC E911, Kari's Law & RAY BAUM'S Act

For service used in the United States, fonoUC provides E911 in accordance with applicable FCC rules for interconnected VoIP service. Two federal requirements apply to multi-line telephone systems (MLTS), which QVOICE supports:

• Kari's Law: Users must be able to dial 911 directly — without an additional prefix or access code (e.g., without dialing "9" first) — and the system must send a notification (e.g., to a front desk or security contact) when a 911 call is placed. fonoUC enables direct 911 dialing; you are responsible for configuring the on-site notification destination for your organization.
• RAY BAUM'S Act (dispatchable location): A 911 call must convey a "dispatchable location" (street address plus additional information such as floor, suite, or room sufficient to locate the caller). You are responsible for providing and maintaining accurate dispatchable-location information for each extension/device, especially in multi-floor or multi-suite premises.

US emergency calls are delivered with the registered location to the appropriate PSAP via our E911 routing provider. State and local 911 surcharges and fees may apply and may be passed through to you.

6. Limitation of Liability for Emergency Services

To the maximum extent permitted by applicable law, neither fonoUC nor its third-party 911/E911 providers, carriers, directors, officers, employees, or agents shall be liable for any claim, damage, or loss (including death, personal injury, or property damage) arising out of or relating to the use of, or inability to use, 911/E911 emergency calling through QVOICE, including any failure or delay in routing, transmitting, or delivering a 911 call, incorrect or missing location information, or the conduct of any PSAP or emergency responder, except to the extent such liability arises from fonoUC's gross negligence or willful misconduct or cannot be excluded under applicable law.

You agree to defend, indemnify, and hold fonoUC harmless from any third-party claim arising from your or your users' use of, or inability to use, 911/E911 service through QVOICE, including claims arising from an inaccurate or out-of-date Registered Service Address or dispatchable location, or your failure to notify users of the limitations in this Policy. This allocation of risk is reflected in the fees for the Service.

7. Customer Acknowledgement

By activating or using QVOICE, you acknowledge that you have read and understand this Policy, that you have been advised of the limitations of VoIP 911/E911 service, that you will inform your users of these limitations, and that you accept the allocation of responsibility set out above. fonoUC may require a separate signed or click-through 911 acknowledgement at account activation.