Last updated
This policy describes critical information about emergency calling services through Mako Networks’ VoIP system. All users must review and understand these terms before using the service. This service is a fully interconnected VoIP service subject to FCC E911 requirements.
Operation and Limitations of Emergency Services
Mako Networks’ VoIP 911 service operates differently from traditional landline and cellular 911 services. The Federal Communications Commission requires us to inform our customers about circumstances where 911 service may be limited or unavailable compared to traditional emergency services. This 911 service is a mandatory VoIP feature that cannot be disabled and from which Customer and their end users cannot opt out. If you are uncomfortable with these limitations, you should maintain an alternative means of accessing emergency services. Account administrators should inform all users about these limitations.
How Emergency Calling Works
When dialing 911, our system transmits your Mako Networks phone number and registered service address to the appropriate local emergency call center serving your location. Upon activation, the account administrator must register the correct physical address where the phone number will be used. This registration can be completed by contacting Mako Networks support.
While emergency operators should receive your contact and location information automatically, some emergency centers may lack the technical capability to receive, capture, or retain VoIP information. Your call will automatically route to the appropriate emergency call center based on your registered location. You must be prepared to communicate your callback number and precise location verbally. Remain on the line until the operator instructs you to disconnect. Emergency services may attempt to reach you at your registered number in case of disconnection. If no address is detected, your call will be routed to a 24/7 emergency call center, where trained agents will gather your information and contact the appropriate emergency services center.
Location Requirements and Updates
You must maintain an accurate physical address when using your Mako Networks service. Post office boxes, mail drops, and similar addresses are prohibited. Your registered address, typically your primary workstation location, enables proper routing of emergency calls to your local response center. Address changes may take up to 24 hours. We strongly recommend maintaining a traditional phone line or wireless phone as backup during any address transition period.
Failure to maintain current address information may result in emergency response delays or misdirection of emergency services to a previous location. Most emergency centers cannot transfer calls between regions.
Service Limitations
Emergency calling service will be unavailable during:
- Broadband service interruptions.
- Power outages affecting your location, unless you maintain functioning backup power for both internet connectivity and Mako Networks equipment.
- Internet Service Provider disruptions.
- Mako Networks service termination.
- Network configuration issues preventing service connection.
- Service suspension due to billing issues.
- Network congestion or connectivity problems.
We recommend having a backup power supply and maintaining alternative communication methods, such as cellular service, to maintain emergency service access during power outages or internet service disruptions.
Limitation of Liability
Mako Networks disclaims all responsibility for the conduct, operations, and performance of local emergency response centers and the national emergency calling center. Mako Networks has no control over any local emergency response center or its personnel. Therefore, Mako Networks is not responsible for whether they answer calls using Mako Networks’ 911 dialing service, how they answer these calls, the timeliness of their response, or how they handle or process such calls.
Mako Networks relies on third parties to assist in routing 911 calls to local emergency response centers and the national emergency calling center. Mako Networks is neither liable nor responsible if the data used by a third party to route calls is incorrect or produces an erroneous result. Neither Mako Networks, its affiliates, nor its officers, directors, or employees may be held liable for any claim, damage, loss, fine, penalty, cost, liability, and expense (including, without limitation, attorneys’ fees) by, or on behalf of, Customer or any third party or end user of Mako Networks’ service, relating to Mako Networks’ service, including, without limitation, 911 dialing, or the inability to access emergency service personnel through the 911 dialing service, or Customer’s device.
By using Mako Networks’ services, you acknowledge that you have read, understand, and accept these terms and limitations regarding emergency services, including 911 dialing.
If you have any questions about these policies, please contact legal@makonetworks.com.