E911 Disclosure and Customer Acknowledgment

How Our Voice Service Works

SumoFiber provides voice service using Voice over Internet Protocol (VoIP). Calls are carried over your internet connection rather than over a traditional phone line. This makes the service flexible, but it also means the service depends on conditions outside of a traditional telephone network.

How 911 Works on Our Service

Our service supports enhanced 911 (E911) calling. When you dial 911, the call is routed to a public safety answering point (PSAP), and we transmit the registered service address you provided so the dispatcher knows where to send help.

This works differently from a traditional landline. With a landline, your address is permanently tied to the phone line. With VoIP, the address you registered is the address we transmit. If you move your phone to a different location, we will not know unless you tell us, and 911 calls may go to the wrong dispatcher.

Important Limitations of 911 Service

PLEASE READ EACH ITEM BELOW.

1. The service does not work during a power outage. Our voice service requires electricity at your location. If the power goes out, your phone will not work and you cannot call 911 unless you have a backup power source for the equipment and your internet connection.
2. The service does not work during an internet outage. Our voice service requires a working internet connection. If your internet service is down for any reason, including a problem with your modem, router, fiber line, or our network, you cannot call 911 from our service.
3. You must keep your registered address current. We use the address you registered with us to route 911 calls. If you move or use the equipment at a different physical location, even temporarily, you must update your registered address before placing calls. Update your address by contacting us at 1-844-438-7866 (1-844-GET-SUMO) or care@sumofiber.com.
4. There may be a delay before address changes take effect. When you register a new address or update an existing one, it takes time for the information to reach the emergency services database. There may be a delay of several hours or more before a 911 call from the new address is routed correctly. We will tell you when an address change is in effect.
5. 911 may not work on certain numbers or services. 911 service is not available on international numbers, toll free numbers, conference bridges, virtual extensions used outside your registered location, or other specialty services. If you place a call from a phone that does not have a registered address, the call may be routed to a national emergency response center rather than your local dispatcher.
6. 911 may not function if you alter your equipment. If you change, move, or reconfigure the equipment we provide, including the router or phone, 911 service may stop working. Do not modify equipment without consulting us first.

Customer Responsibilities

To help ensure 911 service works when you need it, you agree to:

• Provide and maintain an accurate registered address for every phone or extension
• Update your registered address whenever you move the equipment
• Notify everyone who may use the phone, including family members, employees, guests, and contractors, about the 911 limitations described in this notice
• Post the registered address near the phone if used in a business or shared setting
• Keep a backup means of calling 911 available, such as a mobile phone, in case our service is down
• Consider a battery backup unit for critical applications, especially in areas prone to power outages

Kari's Law (Multi-Line Telephone Systems)

Kari's Law requires that multi-line telephone systems (MLTS), such as systems used in offices, hotels, and schools, allow users to dial 911 directly without dialing a prefix like 9. Systems we install and configure meet this requirement.

Kari's Law also requires that 911 calls placed from an MLTS trigger a notification at a designated location, such as a front desk or security station, so that on-site personnel can assist emergency responders when they arrive. Business customers are responsible for designating where these notifications go and keeping that designation current.

RAY BAUM's Act (Dispatchable Location)

RAY BAUM's Act requires that 911 calls transmit a dispatchable location to emergency services. A dispatchable location is the validated street address of the caller and, where relevant, additional information such as suite, floor, or room number.

For a single location service, your registered address typically provides the dispatchable location. For business customers with multiple extensions across a building or campus, you must work with us to register a dispatchable location for each extension. We can help configure this during installation. You are responsible for keeping these locations accurate as users and equipment move within your facility.

Liability

TO THE MAXIMUM EXTENT ALLOWED BY LAW, SUMOFIBER IS NOT LIABLE FOR ANY FAILURE, DELAY, ERROR, OR INABILITY TO REACH 911, AN EMERGENCY DISPATCHER, OR AN EMERGENCY SERVICE PROVIDER THROUGH OUR VOICE SERVICE. THIS INCLUDES OUTAGES CAUSED BY POWER LOSS, INTERNET FAILURE, EQUIPMENT FAILURE, NETWORK CONDITIONS, OR ANY OTHER CAUSE. YOU AGREE TO DEFEND, INDEMNIFY, AND HOLD HARMLESS SUMOFIBER, ITS OWNERS, EMPLOYEES, AGENTS, AND AFFILIATES FROM ANY CLAIM, LOSS, EXPENSE, OR LIABILITY ARISING FROM 911 SERVICE LIMITATIONS OR OUTAGES, INCLUDING CLAIMS BY ANYONE USING THE SERVICE AT YOUR LOCATION.

Acknowledgment

By using our voice service, you acknowledge that you have read and understood the limitations described in this disclosure, and that you accept responsibility for keeping your registered address current and notifying others who may use the service.

Questions

If you have questions about 911 service or how to update your registered address, contact us: