Home > Legal Notices > 911

911 Policy

1. IMPORTANT: 911 Dialing is Not Available to All Customers.

Excel’s 911 dialing is only available to Customers who have selected Excel’s interconnected Voice over Internet Protocol (“VoIP”) services that include local service (“Local Dial Tone”). Excel’s VoIP services that do not include Local Dial Tone service (“Long Distance VoIP”) will not work with or route 911 calls. Customers choosing Excel’s Long Distance VoIP services only must keep their local outbound calls with a Local Exchange Carrier that offers 911 service, and all 911 calls must be routed over that Local Exchange Carrier’s network.

2. Enhanced 911 Versus Basic or Limited E911.

Excel 911 dialing (“911 Dialing”) is different than traditional 911 service. Excel’s customers have access to either basic 911 or Enhanced 911 (“Enhanced E911”) service, depending on the capability of your local emergency center.

As additional local emergency centers upgrade to Enhanced E911 and become capable of receiving all of our customers’ information, Excel will automatically upgrade customers with basic or limited 911 to Enhanced E911 service. Excel will not give you notice of the upgrade.

By using Excel’s service, you authorize Excel to disclose your telephone number, name and address to third-parties involved with providing 911 Dialing to you, including, without limitation, call routers, call centers and local emergency centers.

3. You Must Notify All Users That 911 Dialing is Different Than Traditional 911 Service.

You should inform all employees, guests and other third persons who may be present at the physical location where you utilize Excel’s service of the important differences in and limitations of Excel’s 911 Dialing as compared with basic 911 or Enhanced E911. The documentation that accompanies each device enabled for service (the “Device” or “Devices”) will include a sticker concerning the potential non-availability of basic 911 or Enhanced E911 (the “911 Sticker”). It is your responsibility, in accordance with the instructions that accompany each Device, to place the 911 Sticker on each Device that you use with the Service. If you did not receive a 911 Sticker with your Device, or you require additional 911 Stickers, please contact our customer care department at 1-800-871-0999.

4. You Must Register The Location of Your Physical Address.

For each phone line and telephone number that you utilize with the Excel service, you must register with Excel the physical location where you will be using the Excel service with that phone number. Your initial location will be registered as a part of subscribing to the Excel service. It is incumbent on you to confirm the accuracy of your physical address via a 911 REGSITRATION FORM if you have any changes, additions or transfers of phone numbers. Excel is providing a VoIP Trunking solution for businesses intended strictly for use at the physical address of the business. Users who are residential users or who have nomadic equipment or phones where the calling location changes as the Device moves to another location may not use Excel’s service. If you are a residential user or nomadic user who attempts to make unauthorized use of Excel’s service from the new location, 911 calls made will be sent to an emergency center near your old address. Please refer to the Terms & Conditions attached to your Service Order Form for additional information regarding number registration and number outpulsing.

5. Service Outages May Disrupt the Excel Service and/or E911 Dialing.

6. Network Congestion May Reduce Speed of Routing or Answering 911 Dialing Calls.

There may be a greater possibility of network congestion and/or reduced speed in the routing of a 911 Dialing call made utilizing the Excel service as compared to traditional 911 dialing over traditional public telephone networks.

7. Disclaimer of Liability and Indemnification.

Excel does not have any control over whether, or the manner in which, calls using Excel’s 911 Dialing service are answered or addressed by any local emergency response center. Excel disclaims any and all responsibility for the conduct of local emergency response centers. Excel relies on third parties to assist it in routing 911 Dialing calls to local emergency response centers. Excel disclaims any and all liability or responsibility in the event such third party data used to route calls is incorrect or yields an erroneous result. None of Excel, its affiliates, or any of their partners, shareholders, members, directors, managers, officers, employees or agents may be held liable for any claim, cause of action, damage, loss, liability, expense, cost, fee, charge, or penalty, and by using the Excel service you hereby waive any and all such claims, causes of action, damages, losses, liabilities, expenses, costs, fees, charges, or penalties, arising from or relating to Excel’s 911 Dialing service unless such claims, causes of action, damages, losses, liabilities, expenses, costs, fees, charges, or penalties arose solely from Excel’s gross negligence or willful misconduct. You shall defend, indemnify, and hold harmless Excel, its affiliates, all of their partners, shareholders, members, directors, managers, officers, employees and agents, and any other service provider who furnishes services to you in connection the Excel service, from any and all claims, causes of action, damages, losses, liabilities, expenses, costs, fees, charges, or penalties (including, without limitation, attorneys’ fees) by, or on behalf of, you or any third party relating to the absence, failure or outage of the Excel service, including 911 Dialing, incorrectly routed 911 Dialing calls, and/or the inability of any user of the Excel service to be able to use 911 Dialing or access emergency service personnel.

8. You are Responsible for 911 Configuration and Testing.

It is your responsibility to verify that your Customer Premise Equipment (“CPE”) vendor has configured your CPE in accordance with Excel’s Terms & Conditions and has tested 911 call completion to the correct termination point. If your CPE vendor has not tested 911, please call Excel at 1-800-308-GOLD (4653).

9. You May Want to Make Alternate 911 Arrangements or Choose Not to Use Excel Service.

If you are not comfortable with the limitations of the 911 Dialing service, you should consider having an alternate means of accessing traditional 911 or E911 services or disconnecting the Excel service.