Arrow Networks Legal

14. Important Information Regarding Emergency Services

Arrow’s new Voice family of Voice over Internet Protocol (“VoIP”) Services supports E911 Service in much the same way as traditional circuit-based local telephone service, with certain exceptions. Under certain circumstances, E911 Service may not be available through your VoIP service.

(a) For example, E911 Service will also not be available through your VoIP Service if (i) your VoIP-compatible equipment fails, (ii) your internet connection fails, (iii) you lose electrical power to your VoIP-compatible equipment, or (iv) your VoIP, internet service is suspended or terminated, (V)network congestion may cause your E911 call to experience a delay or fail to connect. Finally, E911 Service may not be available/accurate through your VoIP service (i) if you use a telephone number with your VoIP service which is not associated with an e911 physical location, or (ii) during the period in which the physical location at which you are registered to VoIP service is being uploaded or modified into pertinent databases.

(b) Every newVoice telephone number (as of January 6, 2021) is associated with a physical customer address. This way, emergency services know precisely where the caller is located. If the telephone number, phone system, or device is moved to another location. The customer must update its e911 physical address via Arrow customer portal or customer support ticket. If not updated accurately, emergency calls will go to the emergency call center associated with the previous location.

(c) E911 Service will not function outside of the Continental US and Canada. Even if such calls route to the emergency call center associated with the prior location, the emergency operator may not be able to: (i) transfer the emergency call to the correct emergency call center; (ii) dispatch emergency personnel to your new location; and (iii) may not get automatic call-back and automatic location information.  

(d) For newVoice VoIP installations, Arrow will notify the customer via email that 911 service has been programmed to the customer’s requested address. Post installation changes to e911 physical address should be updated by customer/end user via Arrow customer portal or creation of customer support ticket.  

**E911 changes utilizing Arrow customer portal are near real time  

(e) By using the VoIP Services or Arrow Equipment, Customer acknowledges the limitations of emergency services in this section, Customer is advised to read thoroughly and understand this disclosure. Customer acknowledges that it has received the VoIP E911 Disclosure in this section, has read, understands, and agrees to the terms and conditions of this VoIP E911 Disclosure, and assumes the risks associated with the Services.

(f) CUSTOMER ACKNOWLEDGES AND AGREES THAT ARROW DISCLAIMS ANY AND ALL LIABILITY FOR ANY SERVICE OUTAGE OR INABILITY TO COMPLETE EMERGENCY 911 CALLS FROM ANY CUSTOMER LINE OR DEVICE OR THE SERVICES OR TO ACCESS EMERGENCY SERVICE OPERATORS. CUSTOMER SHALL PROTECT, DEFEND, INDEMNIFY, AND HOLD HARMLESS Arrow, ITS OFFICERS, DIRECTORS, EMPLOYEES, AFFILIATES, CONTRACTORS, AND AGENTS AND ANY OTHER SERVICE PROVIDER THAT FURNISHES SERVICES TO CUSTOMER IN CONNECTION WITH THE SERVICE, FROM ANY AND ALL CLAIMS, LAWSUITS, LOSSES, DAMAGES, LIABILITY, FINES, PENALTIES, COSTS, AND EXPENSES INCLUDING, WITHOUT LIMITATION, ATTORNEY’S FEES AND COSTS, ARISING FROM, OR RELATED TO, ANY ABSENCE, FAILURE, OR OUTAGE OF THE SERVICE, INCLUDING, WITHOUT LIMITATION, EMERGENCY 911 CALLING AND/OR INABILITY OF CUSTOMER OR ANY CUSTOMER EMPLOYEE, THIRD PERSON OR PARTY, OR USER OF THE SERVICES TO BE ABLE TO CALL 911 OR TO ACCESS EMERGENCY SERVICE OPERATOR. IN NO EVENT SHALL Arrow BE LIABLE TO CUSTOMER OR ANY THIRD PARTY FOR INCIDENTAL, INDIRECT, CONSEQUENTIAL, EXEMPLARY, PUNITIVE, OR SPECIAL DAMAGES RELATED TO CUSTOMER’S (OR ANY CUSTOMER EMPLOYEE, AGENT, OR CONTRACTOR, OR THIRD PERSON OR THIRD PARTY OR USER OF THE SERVICES) USE OF OR INABILITY TO USE THE 911 CALLING SERVICES.

15. Telephone Numbers

Telephone numbers are assigned to the business entity (Customer) named on the SOA and not to any individual owner or operator of the business. Customer shall designate those individuals authorized to make changes to the Customer’s account with Arrow, including changes to the services or to the telephone numbers in conformity with applicable law. Arrow shall be held harmless for any changes authorized by the individuals designated by Customer. Arrow shall take all reasonable measures to provide Customer with continuation of existing telephone numbers. However, if Customer is changing location at the time of conversion or taking service for the first time at a location, Arrow makes no warranties regarding assignment of particular telephone numbers to Customer. Arrow shall not be liable to Customer for any change in telephone numbers due to actions of any vendor or supplier of services to Arrow. Customer’s reliance upon and/or use of any service numbering information prior to installation and acceptance of service is at the Customer’s risk.