{"id":114960,"date":"2025-07-30T19:26:30","date_gmt":"2025-07-30T23:26:30","guid":{"rendered":"https:\/\/www.phone.com\/sms-policy-2\/"},"modified":"2025-08-01T03:54:42","modified_gmt":"2025-08-01T07:54:42","slug":"emergency-calling","status":"publish","type":"page","link":"https:\/\/www.phone.com\/emergency-calling\/","title":{"rendered":"Emergency Calling Statement"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"114960\" class=\"elementor elementor-114960\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-bf5567d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"bf5567d\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-ca2dc4e\" data-id=\"ca2dc4e\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-492d1f7 elementor-align-center elementor-icon-list--layout-inline elementor-list-item-link-full_width elementor-widget elementor-widget-global elementor-global-103822 elementor-widget-icon-list\" data-id=\"492d1f7\" data-element_type=\"widget\" id=\"legal-nav-menu\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items elementor-inline-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"\/privacy-policy\/\">\n\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Privacy Statement<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"\/general-terms\/\">\n\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">General Terms<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"\/customer-terms\/\">\n\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Terms of Service<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"\/security-statement\/\">\n\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Security<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"\/sms-policy\/\">\n\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">SMS Policy<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"\/emergency-calling\/\">\n\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Emergency Calling Statement<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-90d1d49 elementor-widget elementor-widget-heading\" data-id=\"90d1d49\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Phone.com Emergency Calling Statement<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6169ad3f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6169ad3f\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6182ee28\" data-id=\"6182ee28\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-54498832 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"54498832\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2><span style=\"font-weight: 400;\">Operations and Limitations of Emergency Services Calling<\/span><\/h2>\n<p>\u00a0<\/p>\n<p><span style=\"font-weight: 400;\">This statement is incorporated into,\u00a0 and is governed by, the Phone.com Terms of Service. Terms used in this policy, but not otherwise defined, shall have the definitions ascribed to them in the Terms of Service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Emergency calling from an IP-telephony desk phone (\u201cdesk phone\u201d) and softphone applications (\u201capps\u201d) is different from emergency calling using traditional landlines or over the cellular voice network.\u00a0 This policy outlines the process for emergency calling and explains your responsibilities as a user.<\/span><\/p>\n<p>\u00a0<\/p>\n<p><b><i>If you&#8217;re not comfortable with the service limitations or your responsibilities outlined below, keep another way to contact emergency services.<\/i><\/b><\/p>\n<p>\u00a0<\/p>\n<p><span style=\"font-weight: 400;\">If you are the Account Administrator, you must ensure that all users and visitors to locations where the services are used are aware of and understand this information.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Users of virtual extensions must have an alternative means to reach emergency services.<\/span><\/p>\n<p>\u00a0<\/p>\n<h2><span style=\"font-weight: 400;\">Emergency calling from a desk phone<\/span><\/h2>\n<p>\u00a0<\/p>\n<p><span style=\"font-weight: 400;\">Immediately upon activation of your desk phone, your Account Administrator must accurately register the address of the physical location where you will use your desk phone. This can be done in My.Phone.com.\u00a0 You are required to ensure that the registered address complies with local address requirements.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We rely on this address to route your call to the closest available emergency responders.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You must immediately update your device&#8217;s address if you move it to a new location. This ensures proper routing for emergency calls. <\/span><b>Emergency service response times may be delayed if you do not provide an accurate and current physical address.<\/b><\/p>\n<p><span style=\"font-weight: 400;\">When you call emergency services from your desk phone, we route the call to local emergency responders based on your address. We provide the emergency response center with the location you provided and a number to call you back if the call is dropped.\u00a0 The emergency operation will not know your correct location if you have not updated your address as required.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We cannot guarantee, and do not control, whether emergency resource centers can see your location and call-back number. Due to service limitations at some emergency response centers, emergency operators may or may not have access to this information.<\/span><b> Be prepared to provide the emergency operator with your telephone number and current location.\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">In some cases, your call cannot be routed directly to the local emergency response centers. Instead, it is sent to a national emergency contact center. Operators at these centers will ask for your current location so they may route your call to the correct local emergency response center. <\/span><b>Do not disconnect the call until told to do so by the operator. If the call is dropped, you should call back.<\/b><\/p>\n<p>\u00a0<\/p>\n<h2><span style=\"font-weight: 400;\">Emergency calling from the Phone.com Apps\u00a0<\/span><\/h2>\n<p>\u00a0<\/p>\n<p><span style=\"font-weight: 400;\">When you call emergency services from your iOS or Android Phone.com app, we send the call through your mobile phone\u2019s cellular service. The Phone.com mobile app is not a replacement for wireless cellular service. You should call emergency services using your mobile phone\u2019s native dialer. If you dial 911 while using the Phone.com app, the native dialer will be launched and the call will be handled by your wireless cellular services provider. The wireless services provider is responsible for sending location information to the local Public Services Answering Point (PSAP).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Emergency dialing over wi-fi is not available on tablets or other mobile devices without a cellular service plan.<\/span><\/p>\n<p>\u00a0<\/p>\n<h2><span style=\"font-weight: 400;\">Emergency calling from ProSIM<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Emergency calls made using ProSIM will be handled by the ProSIM supporting wireless cellular network. The cellular network is responsible for connecting the call and sending location information to the local Public Services Answering Point (PSAP).<\/span><\/p>\n<p>\u00a0<\/p>\n<h2><span style=\"font-weight: 400;\">Emergency calling from My.Phone.com<\/span><\/h2>\n<p>\u00a0<\/p>\n<p><span style=\"font-weight: 400;\">Calling emergency services from the My.Phone.com dialer is not recommended.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Phone.com may route 911 calls made from My.Phone.com to a National Emergency Call Center rather than to the local Public Services Answering Point (PSAP). The National Emergency Call Center will not automatically receive the caller\u2019s address and telephone number. Instead, callers should be prepared to provide agents with the name, location, and telephone number of the person calling 911 and those agents will contact the appropriate PSAP to send help.\u00a0<\/span><\/p>\n<p>\u00a0<\/p>\n<h2><span style=\"font-weight: 400;\">Service limitations<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Certain events beyond our control may prevent you from reaching emergency services using the Phone.com network. These include:<\/span><\/p>\n<p>\u00a0<\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Power outages<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Internet service provider outages, termination, or suspension of services<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Travel outside of the US or Canada<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Network congestion or delays<\/span><\/li>\n<\/ul>\n<p>\u00a0<\/p>\n<h2><span style=\"font-weight: 400;\">Notification of service limitations<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">You are required to notify all persons who may place calls using our services or may be present at the physical location where our services are used of the limitations on reaching emergency services from your desk phone or app.<\/span><\/p>\n<p>\u00a0<\/p>\n<h2><span style=\"font-weight: 400;\">Disclaimer of liability<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Your use, and use by third-parties, of our emergency calling services are subject to the limitations described herein. The availability of certain features, such as transmission of your location or a call back number, depends on whether local emergency response centers support those features and other factors outside of our control. We rely on qualified third-parties to assist us in routing emergency services calls. We do not have control over local emergency response centers, emergency calling centers, emergency responders, or other third parties.<\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\">We disclaim all responsibility for the conduct of emergency response centers and all third- parties involved in the provision of emergency response services. To the extent permitted by applicable law, you hereby release, discharge, and hold us harmless from and against any and all liability relating to or arising from any acts or omissions of any third parties involved in the handling of or response to any emergency or emergency call.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You agree to indemnify and hold us and any of our third-party provider(s) harmless from any and all third-party claims, losses, damages, fines, or penalties arising out of (i) you or your users\u2019 provision of incorrect information, including incorrect addresses, or failure to update your locations consistent with this policy and applicable law, (ii) your failure to properly notify any person who may place calls using the emergency calling services of the emergency calling limitations, (iii) the absence, failure or outage of emergency service dialing using the Services for any reason, and (iv) the inability of any user to be able to dial emergency services or to access emergency service personnel for any reason.<\/span><\/p>\n<p><br \/><br \/><\/p>\n<h2><span style=\"font-weight: 400;\">911 Service Fees<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">In addition to all other fees and charges associated with the Service, you may be charged a monthly service fee for 911\/E911 service (The E911 Service Fee). The E911 Service Fee is assessed at a level that reimburses Phone.com for the direct costs we incur in providing 911 service, including expenses we incur, either directly or indirectly, in the form of state, county or municipal 911 surcharges, 911 automatic location information database storage, line information database and caller ID expenses, and any other taxes or surcharges directly or indirectly associated with the provision of service to you.\u00a0 We reserve the right to modify, reduce, increase, and\/or intermittently apply or remove the E911 Service Fee from time to time to reflect changes in our costs and\/or compliance procedures with applicable regulations.\u00a0<\/span><\/p>\n<p>\u00a0<\/p>\n<p>This Emergency Calling Statement was last updated on July 31, 2025, and is effective immediately.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Privacy Statement General Terms Terms of Service Security SMS Policy Phone.com Emergency Calling Statement Operations and Limitations of Emergency Services Calling \u00a0 This statement is incorporated into,\u00a0 and is governed by, the Phone.com Terms of Service. Terms used in this policy, but not otherwise defined, shall have the definitions ascribed to them in the Terms [&hellip;]<\/p>\n","protected":false},"author":62,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-114960","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.7 (Yoast SEO v26.7) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Emergency Calling Statement<\/title>\n<meta name=\"description\" content=\"This statement regarding emergency calling and e911 is incorporated into, and is governed by, the Phone.com Terms of Service.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.phone.com\/emergency-calling\/\" \/>\n<meta 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