FAQ ON 9-1-1 CALLING OVER TEKSAVVY TEKTALK^TM SERVICE

What terminology do I need to understand to use this FAQ?

In this FAQ “we”, “us”, or “our” refers to TekSavvy Solutions Inc. together with all of its affiliates and subsidiaries and “you” and “your” refer not only to you, but also include every person you authorize to act as your agent with regard to TekSavvy TekTalk^TM digital phone Service or to use that Service through one or more accounts we have designated and provided to you.

Does TekTalk^TM provide access to 9-1-1 Services?

Yes, we offer access to emergency services through 9-1-1 calling but there are some differences and limitations in how 9-1-1 calling over TekTalk^TM operates relative to 9-1-1 service over traditional telephone service as further outlined in this FAQ.

How does TekTalk^TM 9-1-1 calling differ from traditional 9-1-1 service?

We offer a form of 9-1-1 calling that is similar to traditional 9-1-1 service but has some important differences and limitations when compared with enhanced 9-1-1 service (“E9-1-1”) available in most locations in conjunction with traditional telephone service. With both traditional basic 9-1-1 and E9-1-1 service, your call is sent directly to the nearest emergency response centre. In addition, with E9-1-1 service, your call back number and last address are visible to the emergency response centre call-taker. With our 9-1-1 calling, your call is sent to a national emergency call centre. Regardless of whether your call-back number and the last address registered with us for your TekTalk^TM Service are visible to the call centre operator when you make a 9-1-1 call, you will be asked to confirm your location information. The call centre operator will then transfer your 9-1-1 call to the emergency response centre nearest your location. You should be prepared to provide or confirm your name, address and call-back number with the operator. Do not hang up unless told directly to do so and if disconnected, immediately dial 9-1-1 again.

How does a 9-1-1 call get routed to the right emergency service bureau if I am unable to speak during the call?

If you are unable to speak during a 9-1-1 call and the call centre operator has access to a call-back number and last registered address associated with your TekTalk^TM Service, the operator will transfer the call to the emergency response centre closest to that address. In order for emergency services to be dispatched to the correct address in such cases, you must ensure that the registered address that you have provided to us is always the same as the physical address at which the Analog Terminal Adapter/other device you use to obtain your TekTalk^TM service (“TekTalk^TM Device”) is located. Whenever you move the physical location of your TekTalk^TM Device or you add a line, you must update your registered address accordingly. Address registrations and updates may be recorded at http://www.teksavvy.com/en/911address.asp in English and http://www.teksavvy.com/fr/911address.asp in French.

Will 9-1-1 calling work during a power or broadband Internet outage? What if my broadband Internet service is suspended or disconnected?

9-1-1 calling will not function in the event of a power or broadband outage or if your broadband service (whether obtained from us or another Internet service provider) is suspended or disconnected. Following a power failure or disruption, you may need to reset or reconfigure your TekTalk^TM Device prior to utilizing TekTalk^TM, including 9-1-1 calling.

Is registration of the physical location where I employ TekTalk^TM important in order to ensure that 9-1-1 calling works as intended? How do I register my address?

 

You must successfully register your location of use for each changed, newly added or newly ported number in order for 9-1-1 calling to function as intended. Address registrations and updates may be recorded at http://www.teksavvy.com/en/911address.asp in English and http://www.teksavvy.com/fr/911address.asp in French.

 

What equipment-related factors can interfere with the proper functioning of 9-1-1 calling over TekTalk^TM?

 

Improper installation or configuration of your TekTalk^TM Device or other equipment used in conjunction with TekTalk^TM Service will prevent your 9-1-1 calling from functioning as intended. Immediately following installation of your TekTalk^TM Device and TekTalk^TM Service and following every power outage, or if you have reason to suspect that anyone has tampered with the TekTalk^TM Device or related Equipment or that it has failed, you should make a test call to another telephone number (NOT 9-1-1) using your TekTalk^TM Service to ensure that it is functioning correctly in case a 9-1-1 call will need to be made at some point using TekTalk^TM. If the TekTalk^TM Service is not working correctly at any time, please call technical support at 1-877-779-1575 in English or 1-800-368-6909 in French from another telephone for assistance.

 

How else can the broadband Internet environment affect 9-1-1 calling over TekTalk^TM?

 

There may be a greater possibility of network congestion and/or reduced speed in the routing of a 9-1-1 calls made utilizing TekTalk^TM as compared to traditional 9-1-1 calls dialled over traditional public telephone networks.

 

Who else should I inform about the differences and limitations of 9-1-1 calling over TekTalk^TM?

 

You should inform any household residents, guests and other persons who may be present at the physical location where you utilize TekTalk^TM, of the important differences in and limitations of TekTalk^TM 9-1-1 calling as compared with E-9-1-1 service, as set out above.

 

Does TekSavvy provide access to zero-dialled operators who can assist in dispatching emergency services instead of 9-1-1 calls?

 

TekSavvy does not currently offer Operator Service and so emergency services cannot be accessed through an operator by dialling “0”.

 

What is the involvement and potential liability of each of TekSavvy and other parties in completing 9-1-1 calls over TekTalk^TM?

 

We do not have any control over whether, or the manner in which, calls using our 9-1-1 calling service are answered or addressed by any local emergency response centre. We disclaim all responsibility for the conduct of local emergency response centres and the national emergency calling centre. We rely on third parties to assist us in routing 9-1-1 calls to local emergency response centres and to a national emergency calling centre. We 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.

 

Are there any limitations of liability applicable to 9-1-1 calling over TekTalk^TM?

 

Yes, there are limitations of liability. More specifically, the following limitations of liability apply:

 

You acknowledge and agree that, to the maximum extent allowed by law, neither TekSavvy nor its affiliates, subsidiaries, partners, licensors, dealers, representatives, suppliers and agents (and their respective employees, officers, directors, shareholders and representatives) (all of the foregoing collectively, “TekSavvy Parties”) will be liable for any injury, death or damage to persons or property, arising directly or indirectly out of, or relating in any way to 9-1-1 calling from your TekTalk^TM Service and you agree to indemnify and hold harmless the TekSavvy Parties for any liabilities, claims, damages, losses and expenses, (including reasonable legal fees and expenses) which you or anyone accessing or attempting to access 9-1-1 calling from your TekTalk^TM Service may suffer or incur, arising directly or indirectly out of or relating to your or that person’s failure to obtain access to 9-1-1 emergency services.

 

What are the legal implications of my choice to subscribe to, and use, TekTalk^TM? What recourse do I have if I don’t agree with any of the terms of the TekTalk^TM Service?

 

By subscribing to our TekTalk^TM Service and activating it, you acknowledge all of the differences and limitations of the 9-1-1 calling provided through TekTalk^TM Service, that you will take all of the corresponding measures described above in light of these limitations, that you accept the limitations of liability applicable to 9-1-1 calling provided through our TekTalk^TM Service and that the TekSavvy Terms and Conditions of Service (“Terms of Service”), which may be viewed at http://www.teksavvy.com/en/legal/terms.asp in English or http://www.teksavvy.com/fr/legal/terms.asp in French, apply to TekTalk^TM. If you do not agree with any of the terms and conditions related to TekTalk^TM, including the limitations and requirements associated with 9-1-1 calling provided over TekTalk^TM, or with the TekSavvy Terms of Service, do not subscribe to, or activate, TekTalk^TM, do not install the TekTalk^TM Device or any other equipment provided in connection with TekTalk^TM and call us immediately at 1-877-779-1575 in English or 1-800-368-6909 in French to cancel your TekTalk^TM Service, if any such service has been ordered or activated.