IMPORTANT INFORMATION REGARDING E.911 SERVICES

Veracity Communications Inc ("Veracity") provides E.911 Services in conjunction with VoIP Services. Your knowledge about the functionality of these Services and your safety is of our utmost concern.

There are significant differences between the E.911 with your Veracity VoIP service and traditional phone service. There are certain circumstances that may prevent call completion to emergency services when using your VoIP service(s). It is imperative that you read the notification completely and carefully. If you do not understand anything described herein and/or if you have any questions whatsoever, please visit our website at www.acceris.com/voip.asp.

Because your safety is important to us, Veracity has implemented only E.911 with your service, as opposed to basic 911 services. This feature is included with your VoIP Service and no action is required on your part to activate it.

What is basic 911 service?

Basic 911 service is currently being offered by some VoIP providers. This service may send 911 calls to an administrative line at the 911 emergency center rather than the emergency operator. This line may not be answered outside of business hours, you may get a busy signal or experience longer than expected answering wait times. Additionally, this service does not deliver your location and callback information to the person responding to the call.

Veracity does not utilize this service.

What is E.911?

E.911 allows Veracity to deliver emergency calls to a geographically relevant Public Safety Answering Point (PSAP) and automatically provide your address and callback information. This ensures that any emergency calls placed from your VoIP Service is automatically routed to the correct emergency services operator, with the necessary information they require to respond effectively.

How is E.911 Service different from 911 calls placed from a traditional wire-line service (e.g.: home telephone)?
A traditional telephone is connected to and powered from the Local Exchange Carrier. This means the telephone will work in the event of a power outage and is not reliant on the Internet or an Internet service provider. It also means the service is in a fixed and known location. The functionality of E.911 Services used in conjunction with VoIP Services differs from traditional phone service, in that it is dependent upon:

a) Continuous power in your home provided through your electric company;

b) Continuous availability of your Internet service, which includes connectivity, network availability and non-blocked ports which the VoIP service uses for transmission; and

c) Complete and accurate subscriber information, especially the physical location of the device used to connect with VoIP services. VoIP Services are fixed services and if a subscriber/customer changes the physical location without notifying Veracity and obtaining confirmation, it will result in the conveyance of inaccurate caller information to emergency service providers.

Who should know and be aware of these differences?

Anyone who visits your house should be made aware of these differences. This could include friends, visiting relatives, the babysitter etc. To assist you in this process, we will include a warning label, which you can place on, or near the phone that is using the Veracity VoIP service. If you are using this with multiple handsets, you can request additional warning labels that we will gladly mail to you. Simply send an e-mail request to voipsupport@acceris.com

What if I move the device/service?

You may have realized that the equipment associated with the Service is easily moved from one location to another (e.g., a location other than the service address provided at the inception of services). However, Acceris strongly suggests that you refrain from switching service locations without notifying Acceris prior to any change as such unauthorized switches will result in inaccurate information being routed to emergency services when you place emergency calls. Information provided to emergency Services (e.g., E.911) is based on your current registered address. If you fail to notify Acceris of any physical location changes at all or in a timely manner, your service address will not be updated in our system. This will result in the incorrect relay of your information to emergency services (e.g. 911) and emergency response units being incorrectly routed to an inaccurate/wrong address. This may prevent emergency personnel from responding to an emergency and/or ever reaching the emergency location in a timely manner. Accordingly, it is vital that you notify Acceris and obtain confirmation of such address change in our system at least three (3) days prior to any relocation of the device/equipment to another location.

DON'T FORGET TO PLACE THE WARNING STICKER ON OR NEAR THE PHONE WHICH IS CONNECTED TO THE VoIP SERVICE

What circumstances may affect my ability to cal emergency services (911)?

There are circumstances beyond Acceris' control that may prevent you from completing a 911 call, such circumstances include but are not limited to the following:

" Power Outage: In the event of a power outage or disruption (even if a UPS or alternate power source is used), the Services (including 911 emergency calling capabilities) will not be connected/ will not work. You will not be able to dial any emergency services until a) your power is restored; and b) Services is back online/restored. In addition, you may need to reset all equipment relating to your Services and Internet services (e.g., Internet access device(s)) before utilizing the Service, including 911 Dialing.

" Internet Service: - If your Internet Service Provider ("ISP") or broadband provider is experiencing network or connectivity problems, calls to emergency services will not be connected. - If your ISP suspends or terminates your account, your Service (including 911 emergency calling capabilities) will not work. - In the event your ISP, broadband provider or any other third party intentionally or inadvertently blocks the ports over which the Service is provided or otherwise impedes the usage of the Internet service, you will not be able to reach emergency services. The ability to place calls, including 911 emergency calls, cannot be restored unless and until the block or, impediment is removed or is otherwise resolved. - Network Congestion may also cause delays in the delivery and quality of emergency calls or prevent the call(s) from completing.

 

" Removal or movement of the device/service to a different location

- Prior to moving the device/service to a location other than the registered address on your account, you need to contact Acceris. If we can provide service in the area you are wishing to move to, then we can arrange for the change and 911-address validation. This process can take up to 3 days, so be sure to give us plenty of notice. Failure to do this will result in 911 calls being delivered to the incorrect emergency center. This could adversely affect the response to your emergency.