911 Disclaimer

IMPORTANT E911 DISCLOSURE  FOR CloudNet Group  VoIP CUSTOMERS

The Federal Communications Commission ("FCC") requires that Trans West Network Solutions, like all Voice Over Internet Protocol ("VoIP") service providers, inform its customers of any differences between the E911 access capability available with Hosted VoIP as compared to the E911 access capability available with traditional telephone service. (A copy of this FCC order is available athttp://www.fcc.gov/cgb/voip911order.pdf.) We ask that you carefully read this E911 Disclosure Addendum and understand how these differences affect your ability to access E911 services. If you have any questions or concerns about the information contained in this notice, or if you do not understand anything discussed in this notice, please contact our Customer Service representatives at 602-437-3010 during the hours of 8 a.m. to 5 p.m. Arizona time, Monday – Friday.

The FCC's E911 VoIP decision also requires CloudNet Group to obtain and keep a record on file showing that your company has received and understood this E911 Disclosure Addendum. Please respond IMMEDIATELY to this Addendum. 

If you fail to acknowledge to the 911 disclaimer, we may be required by the FCC Order to suspend your service until we do receive your acknowledgment.

By signing the 911 Disclaimer in the CloudNet Group Quote and Contract, you are affirmatively acknowledging that (1) you have read and understood this E911 Disclosure Addendum, (2) you understand that you may not be able to contact emergency services by dialing 9-1-1 using Hosted VoIP, and (3) you understand that you must inform users of Hosted VoIP that they may not be able to contact emergency services by dialing 9-1-1 using Hosted VoIP.

You may obtain a copy of the FCC regulation and accompanying E911 VoIP decision in Docket No. 05-196 at the following link: http://www.fcc.gov/cgb/voip911order.pdf.

1. HOSTED VOIP E911 SERVICES MAY NOT OPERATE DURING A POWER OUTAGE.Although the Integrated Access Device ("IAD") Trans West placed on your premises may be equipped with back-up battery power, in the event of a commercial power outage lasting longer than the IAD battery life, the IAD will lose power causing a loss of voice and data service, including access to E911 services. Once power service is restored, you may be required to reset or reconfigure your equipment before you will be able to use Hosted VoIP to contact E911 services. You are responsible for providing an uninterruptible backup power supply if you wish to ensure continued operation of electrical equipment in the event of a power outage.
2. HOSTED VOIP E911 SERVICES WILL NOT OPERATE IF YOUR BROADBAND CONNECTION IS DISRUPTED OR Hosted VoIP HAS BEEN SUSPENDED FOR ANY REASON, INCLUDING, FOR EXAMPLE, NON-PAYMENT. Once your broadband connection and Hosted VoIP have been restored, you may be required to reset or reconfigure your equipment before you will be able to use Hosted VoIP service to contact E911 services.
3. YOU MUST PROVIDE TRANS WEST WITH YOUR CORRECT SERVICE ADDRESS OR Hosted VoIP E911 SERVICES CALLS MAY BE ROUTED TO EMERGENCY PERSONNEL WHO WILL NOT BE ABLE TO ASSIST YOU. If you notice that the service address information identified in your contract or bill is inaccurate, you can make corrections by calling our Customer Service representatives at 602-437-3010 during the hours of 8 a.m. to 5 p.m. Arizona time, Monday – Friday.
4. HOSTED VOIP E911 SERVICES CALLS MAY NOT COMPLETE OR MAY BE ROUTED TO EMERGENCY PERSONNEL WHO WILL NOT BE ABLE TO ASSIST YOU IF YOU DISABLE, DAMAGE OR MOVE THE IAD TO A LOCATION OTHER THAN THE SERVICE ADDRESS YOU PROVIDED TO TRANS WEST WHEN SERVICE WAS INITIATED. If you wish to move to a new service address or report damage to your IAD, please call Trans West Network Solutions’ Customer Service at 602-437-3010during the hours of 8 a.m. to 5 p.m. Arizona time, Monday – Friday. .
5. HOSTED VOIP E911 SERVICES CALLS MAY BE DELAYED OR DROPPED DUE TO NETWORK ARCHITECTURE. Due to network congestion or problems, calls to E911 services made using Hosted VoIP may be dropped, in which case you will not be connected to emergency services, or your E911 calls may take longer to connect than E911 calls made using traditional telephone service.