ShopRocket, LLC d/b/a OktoRocket
PLEASE READ THIS NOTICE CAREFULLY. Use of OktoRocket’s Voice over Internet Protocol (“VoIP”) calling services requires that you understand and accept the limitations of 911 and E911 emergency calling described below. If you do not agree to the terms of this Notice, you are not authorized to use OktoRocket’s calling services.
Scope and Relationship to Other Agreements
This Notice Regarding 911 and E911 Service Limitations (this “Notice”) applies to all customer users (“Customer”, “you” or “your”) of calling services provided by ShopRocket, LLC, a Tennessee limited liability company doing business as OktoRocket (“OktoRocket”) and is incorporated by reference into OktoRocket’s online Terms and Conditions and into any signed Master Services Agreement, Subscription Agreement or other ordering document. Where Customer has signed a Master Services Agreement, the order of precedence set forth in such signed Master Services Agreement applies. Capitalized terms used but not defined in this Notice have the meanings given to them in Customer’s governing agreement.
1. Definitions
“911 Service” means the ability to reach emergency responders by dialing 911.
“E911 Service” means 911 service that automatically transmits the caller’s phone number and registered service address to the local emergency dispatch center (commonly a Public Safety Answering Point, or “PSAP”) handling that address, so responders have that information even if the caller cannot speak or the call is interrupted.
“Basic 911 Service” means 911 service that routes the call to the appropriate emergency dispatch center, but does not automatically transmit the caller’s number or address. Under Basic 911 Service, the caller must verbally provide a call-back number and location; if that information is not given and the call drops, dispatchers cannot call back or send help without it.
“Registered Location” means the physical street address you register with OktoRocket for a particular phone number, extension or device, and which OktoRocket transmits or makes available to emergency responders in connection with a 911 call placed from that number, extension or device.
2. VoIP 911 Is Not Equivalent to Traditional Landline 911
OktoRocket’s calling services operate over the internet and do not function identically to 911 Service on a traditional landline. OktoRocket’s services should not be your sole means of reaching emergency help. You are strongly encouraged to keep an alternative way to contact emergency services, such as a mobile phone or a traditional landline, available at all times.
Depending on your service configuration and location, OktoRocket may provide E911 Service or Basic 911 Service. Where OktoRocket is unable to determine a valid Registered Location for a call, or where the call cannot be routed to the PSAP serving that location, the call may instead be routed to an emergency call relay center or national emergency call center, where an operator will ask you for your location and telephone number before transferring the call. That process takes additional time and depends on your ability to speak and provide accurate information.
3. Service Interruptions Disabling 911 Calling
If your internet connection, power, or network service is interrupted for any reason, including without limitation outages, congestion, equipment failure, or account suspension for non-payment, you will not be able to place 911 calls, or any other calls, through OktoRocket’s service during that interruption. This applies regardless of the cause of the interruption, including suspensions arising under OktoRocket’s non-payment provisions, suspensions under Customer’s governing agreement or OktoRocket’s Acceptable Use Policy, and any period following cancellation or termination of your service.
OktoRocket does not provide backup power for your equipment or internet connection. You are responsible for any uninterruptible power supply, backup connectivity or other arrangements you consider necessary to maintain calling capability during an outage, including for 911 Service, E911 Service, and Basic 911 Service.
4. Accurate, Current Address Registration Is Required
E911 and Basic 911 routing depend entirely on the Registered Location you provide for a given phone number. If that address is incorrect, incomplete, or does not match where the service is actually being used, your 911 call may be routed to the wrong emergency dispatch center, and responders may be delayed or unable to reach you.
You are responsible for:
- Registering the correct physical address for each phone number, extension and device at the time of setup;
- Updating that address immediately any time the physical location of the associated equipment or service changes; and
- Confirming that the update has taken effect before relying on the new address for emergency purposes.
Address updates may take up to 48 hours to be reflected in the systems used to route 911 calls. During that window, a 911 call may be routed based on the previous address on file, not your current location.
OktoRocket may validate a Registered Location against address databases and may reject an address it cannot validate. OktoRocket is not responsible for any failure or delay in 911 routing caused by an address you provide that is inaccurate, incomplete, unvalidated, or not updated.
5. Moving Your Service Without Updating Your Address
If you relocate the equipment or endpoint associated with your OktoRocket service, including without limitation moving a device to a different office, site, or address, without updating your registered address, a 911 call placed from the new location may be routed to the emergency dispatch center serving your old address, not where you actually are.
6. Softphone, Mobile and Nomadic Use
Where you use OktoRocket’s calling services through a softphone, mobile application, web client or other device that can be moved or used from any internet connection, the service will transmit your Registered Location, not your actual physical location, in connection with a 911 call. Unlike a mobile phone, OktoRocket’s service does not determine your location automatically.
Before placing a 911 call from any such device, you must confirm that the Registered Location associated with it reflects where you are. If it does not, you should call emergency services directly from a mobile phone or landline rather than through OktoRocket’s service.
7. Use Outside the United States
OktoRocket’s calling services are intended for use within the United States. If you use the services from outside the United States, 911 dialing will not reach local emergency services in that country and may not function at all. You must use local emergency services directly.
8. One Registered Address Per Number; Multi-Location Use
Each OktoRocket phone number supports one registered service address at a time. If your organization uses OktoRocket’s services across more than one physical location, you must register a separate number, or separately update the registered address, for each location. Using a single number across multiple locations without corresponding address registration will result in inaccurate address information being transmitted with any 911 call.
9. Multi-Line Telephone Systems
Where OktoRocket’s calling services are deployed as a multi-line telephone system serving an enterprise, federal law imposes requirements relating to direct 911 dialing without a prefix or access code, on-site notification when a 911 call is placed, and the provision of dispatchable location information sufficient to identify the caller’s location within a building, including floor, suite or room where applicable.
OktoRocket configures its services to support these capabilities. You are responsible for: (i) configuring your system, including any on-premises equipment, so that 911 can be dialed directly without a prefix or access code; (ii) designating and maintaining the internal contact or location that is to receive on-site notification of 911 calls; and (iii) registering and maintaining dispatchable location information for each extension, device and workspace, including floor, suite, room or similar identifying detail where a street address alone would not allow responders to locate the caller.
10. Services Not Suitable for Certain Uses
OktoRocket’s calling services are not designed or intended for use with alarm or security monitoring systems, elevator emergency telephones, medical alert or personal emergency response systems, or any other line or device that must remain operational to reach emergency or monitoring services during a power or internet outage. You should not use OktoRocket’s services for any such purpose.
11. Your Obligation to Inform Users
If you make OktoRocket’s calling services available to employees, contractors, guests, or any other individuals, you are responsible for informing them of the limitations described in this Notice before they rely on the service for 911 calling.
12. Business Use
OktoRocket’s calling services are provided for business use in a single-line, multi-line, or multi-extension environment. The services are not offered as residential service. If your use of the services ceases to be business use, you must notify OktoRocket, and OktoRocket may discontinue or modify the affected service.
13. 911 Fees and Surcharges
Regulatory fees, surcharges and contributions associated with 911 Service and E911 Service are billed as described in OktoRocket’s Fulfillment Policy. The amount of those charges depends in part on the Registered Location you provide, and you are responsible for any additional charge, assessment or penalty resulting from an inaccurate Registered Location.
14. Disclaimer and Limitation of Liability
OKTOROCKET DOES NOT WARRANT THAT BASIC 911 SERVICE, 911 SERVICE, AND/OR E911 SERVICE WILL BE AVAILABLE AT ALL TIMES OR UNDER ALL CIRCUMSTANCES, THAT A 911 CALL WILL BE ROUTED TO THE CORRECT PSAP, OR THAT LOCATION OR CALL-BACK INFORMATION WILL BE TRANSMITTED, RECEIVED OR ACTED UPON. BASIC 911 SERVICE, 911 SERVICE, AND/OR E911 SERVICE DEPEND ON THIRD PARTIES, INCLUDING UNDERLYING CARRIERS, THIRD-PARTY 911 SERVICE PROVIDERS, EMERGENCY CALL RELAY CENTERS AND PSAPS, OVER WHICH OKTOROCKET HAS NO CONTROL.
TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER OKTOROCKET NOR ITS OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, AFFILIATES, SUPPLIERS OR THIRD-PARTY 911 SERVICE PROVIDERS WILL BE LIABLE FOR ANY CLAIM, DAMAGE, LOSS OR INJURY, INCLUDING DEATH, PERSONAL INJURY OR PROPERTY DAMAGE, ARISING FROM OR RELATING TO ANY FAILURE, INTERRUPTION, DELAY, MISROUTING OR OTHER DEFICIENCY OF 911 SERVICE, BASIC 911 SERVICE, AND/OR E911 SERVICE, AND YOU WAIVE ANY SUCH CLAIM TO THE EXTENT PERMITTED BY LAW. THIS SECTION IS SUBJECT TO THE LIMITATION OF LIABILITY SET FORTH IN YOUR GOVERNING AGREEMENT.
You agree to indemnify, defend and hold harmless OktoRocket and the persons identified above from and against any claim, loss, damage, liability or expense, including reasonable attorneys’ fees, brought by or on behalf of you, any Authorized User, or any third party, arising from or relating to any failure of 911 Service, Basic 911 Service and/or E911 Service, any inaccurate or outdated Registered Location, or your failure to comply with this Notice.
15. Changes to this Notice
OktoRocket may update this Notice from time to time. Material changes will be posted at the published location of this Notice with an updated “Last Updated” date and, where you have signed a Master Services Agreement containing notice provisions, communicated in accordance with such signed Master Services Agreement. Your continued use of the calling services after a change takes effect constitutes acceptance of the revised Notice.
Acknowledgment
By using OktoRocket’s calling services, you acknowledge that you have read, understood, and agree to the limitations described in this Notice.
OktoRocket may also require you to provide a separate affirmative acknowledgment of this Notice at activation or from time to time, and may condition continued use of the calling services on your doing so.
Questions
Questions about this Notice or about registering or updating a Registered Location may be directed to support@oktorocket.com or 855-600-6586.