911 Disclaimer

Effective July 10, 2023

This 911 Disclaimer and Customer Acknowledgment (“911 Disclaimer”) constitutes a part of Rapid Fiber’s Terms and Conditions. Please review this document regarding 911 very carefully. By signing this 911 Disclaimer, the Customer and anyone using Rapid Fiber’s Service(s) agrees to be bound by the provisions set forth herein.

General Information
It is important for Customers to understand the difference in 911 services:

  • Enhanced 911 (E911) Service. When a caller dials 911, the caller’s telephone number and registered address are simultaneously transmitted to the local emergency center assigned to the caller’s location. This allows the emergency operators to access information they need to assist the caller.
  • Basic 911 Service. The local emergency center is not equipped to receive the caller’s telephone number or address when a 911 call comes in. As such, the operator answering the call will need to obtain that information (generally phone number and exact address) from the caller to be able to render assistance. If the operator is not able to obtain this information (possibly because of the caller’s inability to provide it or the call being dropped or disconnected), then the operator may not be able to dispatch help.
  • Areas Lacking Access to E911 or Basic 911 Services and Locations Without an E911 Service Address. Unfortunately, some callers may not have access to E911 or basic 911 services due to there being no local emergency center in the area or the caller’s failure to register for an E911 service address. In these limited cases, a 911 call will be sent to the national emergency call center. The national emergency call center does not receive the caller’s phone number or physical location; therefore, such information will need to be provided to the operator at the national emergency call center as well as any other information the operator may need in order to render aid or dispatch help.

By utilizing Rapid Fiber’s Services, the Customer authorizes the national emergency call center to disclose the Customer’s name and address to the third party or parties involved with providing emergency services, including, without limitation, call routers, call centers, and local emergency centers.

As additional local emergency centers convert to E911 service, Customers will need to register a valid E911 service address to upgrade to E911. It is the Customer’s responsibility to ensure that his, her, or its address is added to the local emergency center when necessary. Therefore, if a Customer’s address is not currently covered by E911, Rapid Fiber strongly recommends that Customers attempt to register their addresses periodically to ensure the best possible emergency response.

Voice-Over-Internet-Protocol (“VoIP”) Limitations
Rapid Fiber’s VoIP service uses the electrical power in the Customer’s service location. Accordingly, Rapid Fiber encourages Customers to consider installing a backup power supply, maintaining a traditional phone line, or having a wireless phone as a backup in case of an electrical power outage, during which, 911 services will be interrupted or unavailable. Please understand that battery backups may fail or become exhausted (especially after several hours’ use). 911 services may also be interrupted or unavailable if there is a problem with network facilities, including network congestion, network/equipment/power failure, or another technical problem. Additionally, as with all Rapid Fiber Services, VoIP services will be disabled if a Customer’s account is suspended or terminated.

Customer’s Obligations

  • Provide Notice of VoIP Service and Emergency 911 Limitations to Guests and Users. The Customer agrees to be fully responsible at all times while receiving VoIP service for notifying anyone (e.g., children, babysitters, visitors) who uses or may use the Services of (i) the emergency calling limitations (described above), (ii) the VoIP Service limitations (described above), (iii) the Customer’s obligations (described here), and (iv) Rapid Fiber’s disclaimer of liability and indemnification (described below). It is especially important that all users and potential users of the VoIP service understand that the loss of internet connectivity, loss of power, or failure to provide a current registered location could result in losing the ability to call 911.
  • Registration of Physical Location. In order for 911 calls to be properly directed to emergency services, Rapid Fiber must have a Customer’s correct service address. Therefore, for each primary phone number, the Customer must register with Rapid Fiber the physical location where the Customer will be using the Service with that phone number. Customer understands that a device will not function if moved to another location without contacting Rapid Fiber and Rapid Fiber reconfiguring the device for this new location, which may take as long as 5 business days.
  • Reregistration upon Adding or Porting New Numbers or Changing Phone Numbers. 911 services will not function properly if a customer changes his, her, or its phone number or adds or ports new phone numbers to the account, unless and until the Customer successfully registers the location of use for each changed, newly added, or newly ported phone number with Rapid Fiber.

Modifications and Updates to this 911 Disclaimer
Rapid Fiber reserves the right to modify and update this 911 Disclaimer at any time in its sole discretion. Notification will be provided (1) by posting the update version on Rapid Fiber’s website (the date under the title of the document will be updated, and the word “Revised” will precede the date); and (2), via the email address associated with the Customer’s Rapid Fiber account. Continued use any Rapid Fiber Service after notification has been sent to the email address associated with the account constitutes acceptance of the modification to the 911 Disclaimer.

Contact Us
Any questions about this 911 Disclaimer should be directed to Rapid Fiber’s Customer Experience team during normal business hours or sent to legalnotices@rapid-fiber.com.

Disclaimer of Liability and Indemnification
The Customer acknowledges and understands that Rapid Fiber and its suppliers will not be liable for any Service outage and/or inability to dial 911 using Rapid Fiber’s Service or to access emergency service personnel due to the characteristics and limitation of Rapid Fiber’s Service, as set forth in this document. The Customer agrees to defend, indemnify, and hold harmless Rapid Fiber and its suppliers; its officers, directors, employees, affiliates, and agents; and any other service provider that furnishes services to the Customer in connection with the Service, from any and all claims, losses, damages, fines, penalties, costs, and expenses (including, without limitation, reasonable attorney fees) by, or on behalf of, the Customer or any third party user of the Service relating to the failure or outage of the Service, including those related to the 911 service.

In addition, Rapid Fiber and its suppliers do not have any control over whether, or the manner in which, calls using the 911 service are answered or addressed by any local emergency response center. Rapid Fiber and its suppliers disclaim all responsibility for the conduct of local emergency response centers and the national emergency calling center. Rapid Fiber and its suppliers rely on third parties to assist in routing 911 service calls to local emergency response centers and to a national emergency calling center. Rapid Fiber and its suppliers disclaim any and all liability or responsibility in the event such third party data used to route calls is incorrect or yields an erroneous result. Neither Rapid Fiber and its suppliers, nor its officers, directors, employees, affiliates, and agents and any other service provider who furnishes services in connection with the Service may be held liable for any claim, damage, or loss, and the Customer hereby waives any and all such claims or causes of action, arising from or relating to the 911 service unless such claims or causes of action arose from Rapid Fiber and its supplier’s gross negligence, recklessness, or willful misconduct. The Customer will defend, indemnify, and hold harmless Rapid Fiber and its suppliers, officers, directors, employees, affiliates, and agents as well as any other service provider that furnishes services in connection with the Service, from any and all claims, losses, damages, fines, penalties, costs, and expenses (including, without limitation, attorneys fees) by, or on behalf of, the Customer or any third party relating to the absence, failure, or outage of the Service, including 911 service, incorrectly routed 911 service calls, and/or the inability of any user of the Service to be able to use 911 service or access emergency service personnel.

Furthermore, the Customer acknowledges that Rapid Fiber and its suppliers do not offer Emergency Lifeline Service, and that if you are not comfortable with the limitations of the 911 service, Rapid Fiber and its suppliers strongly recommend always having an alternative means of accessing emergency service.

 

911 Disclaimer (PDF)