RingCentral® Emergency Services Policy
Date of Last Revision: July 2016
This policy forms part of, and should be read in conjunction with, the RingCentral Terms of Service
If You are uncomfortable with the limitations of the RingCentral 999/112 emergency service, You should consider using an alternative means of access to traditional 999/112 or E999/112 services or discontinuing the Plan Services.
A. How It Works
RingCentral provides access to emergency calling services, allowing most customers to access emergency services (999/112) as part of their Plan Services. Your access may differ depending on Your location or the device You are using, and it works differently than You may have experienced using traditional wireline or mobile telephones. It is strongly recommended that You have an alternative means for placing emergency calls available at all times.
Users using IP Desk Phones or Emergency Services-Enabled Softphones can dial 999/112 directly from their IP Desk Phones or Emergency Services-Enabled Softphones. Emergency calls cannot be placed through Softphones that are not emergency services-enabled.
Calls to 999/112 placed through the RingCentral Mobile Application on a smartphone are automatically routed to the native dialler on the smartphone, and the call will be handled by Your mobile telephone service provider, and not RingCentral, if the mobile telephone service is available. RingCentral has no control over how Your mobile network operator handles emergency calls. If Your mobile telephone service is unavailable, the call cannot be placed. The RingCentral Mobile Application cannot place emergency calls over Wi-Fi access. Emergency dialling is not available through the RingCentral Mobile Application on tablets or other mobile devices without a native phone dialler and a mobile telephone service plan.
You should also be aware that the use of the 999/112 emergency services through the RingCentral Mobile Application will not be managed by RingCentral. The RingCentral Mobile Application relies upon Your underlying mobile network operator’s ability to complete an emergency call and determine Your current location. While this should provide You with as reliable an emergency call service as provided directly by Your mobile network operator, RingCentral has no control over how Your mobile network operator handles emergency calls. Your use of 999/112 emergency services from the RingCentral Mobile Application may therefore fail for reasons outside of RingCentral’s control.
When You dial 999/112 on an IP Desk Phone or Emergency Services-Enabled Softphone, the RingCentral phone number and the Registered Address You have provided is sent to the appropriate local emergency responder serving Your location. In some areas, local emergency responders have access to this information; however, in areas where local emergency responders do not have access to this information, the emergency responder answering the call may not be able to see Your RingCentral telephone number or Your Registered Address. You should always be prepared to provide the local emergency responder with Your RingCentral telephone number and Registered Address in case the call is dropped or disconnected. If You are unable to speak, the emergency responder may not be able to send help to Your location and/or call You back should the call be disconnected. RingCentral does not control whether or not the emergency responder receives Your telephone number and Registered Address.
B. Emergency SMS Services
In some areas, local emergency responders are able to receive SMS text messages sent to 999 if You have registered with the emergency SMS service (http://www.emergencysms.org.uk) prior to sending a SMS text to 999. In areas where it is available, Your Plan Service allows Emergency SMS messages, only through the RingCentral Mobile Application. Where You attempt to send an emergency SMS to 999 by means of the RingCentral Mobile Application while the applicable mobile device is connected to the mobile telephone network, then the RingCentral Mobile Application will attempt to use the device’s underlying messaging capability to send the emergency SMS message through the device’s underlying subscription messaging service (if You have subscribed to this service with a mobile operator and it is available at the time). If the mobile telephone network is unavailable, the SMS text cannot be sent. Emergency SMS services are not available on tablets or other mobile devices without a native phone dialler and a telephone network subscription. Please note that You will need to register with the emergency SMS service (http://www.emergencysms.org.uk) prior to sending a SMS text to 999.
C. Registering Your Location.
You agree to register with RingCentral immediately upon activation the address of the physical location where You will use the Plan Services, including each IP Desk Phone and each Emergency Services-Enabled Softphone (Your “Registered Address”). You agree that You will accurately register each individual line through the Admin Portal. If You or Your End Users move a registered device, You agree to immediately update the Registered Address with the new physical location of the device with RingCentral through the Admin Portal or in Your account settings. You acknowledge that if You do not update the Registered Address, any 999/112 calls made from the device may be sent to the wrong local emergency responder and will not transmit Your current location information to local emergency responders, delaying emergency assistance to You. It may take up to several hours for the address update to take effect. Customers with more than one line or extension are solely responsible for ensuring that an accurate and up-to-date Registered Address is maintained for each IP Desk Phone and each Emergency Services-Enabled Softphone, and that their End Users are aware of how the Registered Address can be changed.
D. Notification of Employees, Guests, or Other Users.
You agree to notify any employees, contractors, guests, or persons who may place calls using the Plan Services or may be present at the physical location where the Plan Services may be used, of the limitations of the use of the RingCentral emergency services (999/112) dialling from Your RingCentral IP phone, Softphone, or other equipment. You agree to affix a RingCentral-provided sticker warning that emergency services dialling may be limited or unavailable in a readily visible place on each piece of equipment that might be used to access or use the Plan Services. You and Your End Users should always have an alternative means for placing 999/112 calls and/or sending SMS text messages to 999.
E. Service Limitations
RingCentral VoIP 999/112 Emergency Services (“VoIP Emergency Services”) operate differently than the traditional 999/112 service (“Traditional Emergency Service”). RingCentral is required by Ofcom to advise You of the circumstances under which VoIP Emergency Services may not be available or may be in some way limited by comparison to the Traditional Emergency Service. Such circumstances include:
- Internet Connection Failure. If the connection to the Internet over which Your RingCentral VoIP Service is provided is interrupted, You would not have access to RingCentral VoIP Service during that interruption and therefore will not have access to VoIP Emergency Services during that interruption.
- Loss of Electrical Power. Unless You have a backup system to power Your Internet connection and any equipment (PC with Softphone, IP phone, or ATA with traditional telephone) that You use to access your RingCentral VoIP Service, You will not have telephone service or access to VoIP Emergency Services during any power outage.
- Loss of Mobile Network Access. If You use the RingCentral Mobile Application on your mobile phone (e.g., an iPhone), tablet (e.g., an iPad), or other mobile communications device (each, a “Mobile Device”), Emergency Services are available only if your Mobile Device has mobile network access. If your Mobile Device does not have mobile network access, You cannot access Emergency Services even if Your Mobile Device is connected to a wireless Internet connection (e.g., a Wifi hotspot). If Your Mobile Device is incapable of accessing a cellular network, You cannot use Emergency Services on that device.
- Number Flexibility & Service Portability. Traditional Emergency Services automatically send Your Emergency Call to the appropriate local emergency responder based on Your telephone number. Traditional enhanced emergency services (also known as E999) automatically sends Your emergency call to the appropriate local emergency responder along with Your registered address and telephone number. Because the RingCentral VoIP Service permits You to obtain a telephone number that does not necessarily correspond to Your geographic location and allows You to use RingCentral VoIP Service anywhere You have wired broadband Internet, the VoIP Emergency Service functions differently than Traditional Emergency Services in certain respects.
F. Disclaimer of Liability for Emergency Call Response
RingCentral disclaims all responsibility for the conduct of emergency responders and all other third parties involved in the provision of emergency response services. RingCentral does not have any control over emergency responders or other third parties and is therefore not responsible for whether they answer emergency calls made using the VoIP service, how they answer these calls, or how they handle or respond to these calls. RingCentral relies on third parties to assist it in the provision of emergency calls and disclaims any and all liability for acts or omissions by third parties in the provision of RingCentral’s VoIP Emergency Service.
The availability of certain features, such as transmission of a Registered Address or Your RingCentral telephone number, depends on whether local emergency responders support those features, and are factors outside of the RingCentral Parties’ control. RingCentral does not have control over local emergency responders or other third parties. Accordingly, to the extent permitted by applicable Law, you hereby release, discharge, and hold harmless the RingCentral Parties from and against any and all liability relating to or arising from any acts or omissions of such third parties or other third parties involved in the handling of or response to any emergency or 999/112 call. You agree to indemnify and hold harmless the RingCentral Parties, and any third-party provider(s) from any and all third party claims, losses, damages, fines, or penalties arising out of: (a) Your provision to RingCentral of incorrect information, including physical addresses, or Your failure to update your Registered Address; (b) Your failure to properly notify any person who may place calls using the Plan Services of the 999/112 limitations; or (c) the absence, failure, or outage of emergency service dialling using the Plan Services for any reason; and (d) the inability of any user of the Plan Services to be able to dial 999/112 or access emergency service personnel for any reason.