This statement is incorporated into, 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.
Emergency calling from an IP-telephony desk phone (“desk phone”) and softphone applications (“apps”) is different from emergency calling using traditional landlines or over the cellular voice network. This policy outlines the process for emergency calling and explains your responsibilities as a user.
If you’re not comfortable with the service limitations or your responsibilities outlined below, keep another way to contact emergency services.
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.
Users of virtual extensions must have an alternative means to reach emergency services.
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. You are required to ensure that the registered address complies with local address requirements.
We rely on this address to route your call to the closest available emergency responders.
You must immediately update your device’s address if you move it to a new location. This ensures proper routing for emergency calls. Emergency service response times may be delayed if you do not provide an accurate and current physical address.
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. The emergency operation will not know your correct location if you have not updated your address as required.
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. Be prepared to provide the emergency operator with your telephone number and current location.
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. Do not disconnect the call until told to do so by the operator. If the call is dropped, you should call back.
When you call emergency services from your iOS or Android Phone.com app, we send the call through your mobile phone’s cellular service. The Phone.com mobile app is not a replacement for wireless cellular service. You should call emergency services using your mobile phone’s 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).
Emergency dialing over wi-fi is not available on tablets or other mobile devices without a cellular service plan.
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).
Calling emergency services from the My.Phone.com dialer is not recommended.
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’s 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.
Certain events beyond our control may prevent you from reaching emergency services using the Phone.com network. These include:
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.
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.
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.
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’ 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.
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. 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.
This Emergency Calling Statement was last updated on July 31, 2025, and is effective immediately.