Your safety first

At SSP Telecom, we care about your safety. Our 911 service allows you to communicate as quickly as possible with the appropriate resources in case of an emergency.

S.S.P. Telecom Inc. 911 service is available upon activation of the Service. Charges for 911 service are billed from the date of Service activation. The 911 service offered by S.S.P. Telecom Inc. differs in a number of important respects from the composition of traditional 911 telephone services, or the E911 services available with most traditional telephone services and has particular limitations with respect to Enhanced 911 (E911) service.

E911 service versus basic 911 service

When a call to emergency services is made via the Enhanced 911 service, the customer’s telephone number and location are automatically transmitted to the operator during the call. The basic 911 service (B911), on the other hand, does not automatically transmit the customer’s telephone number and address. The operator must therefore verbally gather the relevant information to determine the caller’s needs and address for emergency services. The operator then connects the caller to the appropriate emergency service.

S.S.P. Telecom Inc. provides basic 911 service.

Description of the 911 service

When the user dials 911, the call is routed from the S.S.P. Telecom Inc. to the emergency services operator. The user must confirm at the time of the call whether he or she is at the address the Customer has registered with S.S.P. Telecom Inc. If the user is calling from an address other than the one registered with S.S.P. Telecom Inc., he or she must provide the called emergency service with his or her current address or location. It will then be possible for the emergency service to determine the appropriate emergency agency and transfer the user’s call accordingly. There may be an additional delay in transferring the user’s call to emergency services in areas not served by traditional 911 service.

When dialing 911, the user must not hang up unless instructed to do so by the emergency services. If the call is terminated prematurely, the user must call back in order to re-establish communication with the emergency services. The Customer shall provide S.S.P. Telecom Inc. with the service address of each transferred or activated Direct Inward Dialing (DID) number or billable telephone number, if any, and shall ensure that the information for each location is current at all times. Only DID numbers and/or billable telephone numbers serviced by S.S.P. Telecom Inc. and for which the applicable charges are paid may be used as the calling subscriber’s Identifier for 911 calls. The use of any other DID number or billable telephone number constitutes a breach of the Agreement and a danger to public safety. In the event that the user is unable to speak during a 911 call, the operator will automatically dispatch emergency services to the address on file. If the user dials 911 while outside Canada or the U.S., the emergency services operator will advise the user to hang up and find a local telephone line to dial the appropriate emergency services number (which may not be 911).

Power failure or broadband service interruption

A power failure or interruption may require the Customer to reset or reconfigure the equipment before using the Service. Internet Service Provider (ISP) power failures or interruptions or partial interruptions, as well as suspensions/disconnections, may prevent the dialing of emergency service numbers, including 911. In the case of the events listed above, a user may need to access a traditional telephone service or cell phone to make a call to emergency services. The Customer acknowledges and understands that in the event of an outage, failure or other unavailability of the Customer’s Internet connection or related equipment, including but not limited to improper modification or alteration of the Customer’s computer or related software or hardware, the Service may not function. The Customer will continue to be billed for the Service until the Customer or S.S.P. Telecom Inc. terminates the Service in accordance with the provisions of this Agreement.

Informing others of the limits of the 911 service

The Customer shall inform any user or potential user of the limitations of the S.S.P. Telecom Inc. 911 Service as compared to traditional 911 service, as set forth above. If a user is not comfortable with the limitations of the S.S.P. Telecom Inc. 911 Service, the Customer should provide alternative means of accessing 911 services.

Limitation of liability and indemnification for the 911 service

Neither S.S.P. Telecom Inc. nor any of its affiliates, nor any of their respective officers, directors, employees or agents shall be liable for (i) any claim, damage or loss (including, without limitation, loss of profits), or (ii) any damage resulting from any outage or loss of data. The Customer hereby waives any and all such claims or causes of action arising out of or in connection with any disconnection of service or inability to dial 911 from the Customer’s telephone line or to access emergency service personnel unless the act or omission constituting the proximate cause of the claim, damage or loss is proven to constitute gross negligence, recklessness or intentional wrongdoing of S.S.P. Telecom Inc. Subject to the provisions of this agreement, S.S.P. Telecom Inc. makes no other warranties, express or implied, of any kind, including, but not limited to, any warranties of merchantability or fitness for a particular purpose.

The Customer agrees to defend, indemnify and hold harmless S.S.P. Telecom Inc., its affiliates, and their respective officers, directors, employees, agents, and assigns or any other supplier who provides services to the Customer or to S.S.P. Telecom Inc. in connection with this Agreement or the Service offered, from and against any and all damages, claims, losses, fines, penalties, costs, expenses, legal fees, etc., by or on behalf of the Customer, any third party or the user of the Customer’s Service in connection with the absence, failure or interruption of the Service, including 911 and/or the inability of the Customer, or any other claim, demand, or cause of action, by or on behalf of the Customer, any third party or the Customer’s user of the Service in connection with the absence, failure or interruption of the Service, including 911 and/or the inability of the Customer, or any third party or any user of the Service to be able to dial 911, or to have access to emergency personnel, as well as the misrouting of 911 calls.

VoIP 911 Service – User tips

• In an emergency, dial 911 to reach an emergency operator.
• Be prepared to provide your location, a call-back number and the nature of the emergency.
• Don’t hang up unless the call center operator asks you to.
• If you lose the connection, dial 911 again. The operator will try to call you back if he has your phone number.
• Make sure your VoIP and Internet services are correctly configured and initialized.
• Inform all users or potential user of the limitations of VoIP 911 service and of the advice given above.
• Affix the VoIP 911 Warning sticker prominently on your IP telephony devices or in a place where they can be seen by all users or potential users.

Change of address

In order to keep the 911 service up to date, it is your responsibility to inform us of any change of address.