E911 Policy - PrimeCall Unified Communication
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E911 Policy

Effective Date: May 8, 2025

PrimeCall Communication (“PrimeCall”) provides Voice over Internet Protocol (“VoIP”) services, including access to Enhanced 911 (“E911”) emergency calling. Because VoIP services differ from traditional landline telephone service, it is important that you understand the limitations and responsibilities associated with E911 service.

1. E911 Overview

E911 service enables callers to reach emergency services by dialing 911. Unlike traditional phone service, VoIP-based E911 relies on your internet connection and the registered service address you provide.

When you dial 911:

  • Your call is routed to a national emergency call center or directly to a local Public Safety Answering Point (PSAP).
  • Your registered address is transmitted to help emergency responders locate you.

2. Customer Responsibilities

To ensure E911 functionality, you must:

  • Provide and maintain an accurate physical address for each VoIP device or user.
  • Immediately update your address if you move or change locations.
  • Acknowledge that E911 may not work properly if this address is incorrect or outdated.

You can update your E911 address by contacting PrimeCall support at support@primecall.com or using your online account portal.

3. Service Limitations

  • Power Outages: If your internet or electrical service is disrupted, your VoIP service (including 911) may not function.
  • Network Congestion or Outages: Internet or network problems may prevent calls from completing.
  • Non-Native Locations: If you use your VoIP service in a location other than your registered address (e.g., while traveling), your E911 call may be misrouted.

PrimeCall is not liable for delays, errors, or failure in E911 service resulting from these limitations.

4. Mobile and Softphone Use

E911 functionality may not be available or accurate when using mobile VoIP apps or desktop softphones. You are responsible for ensuring that emergency services can be reached by alternative means if using non-fixed VoIP devices.

5. Acknowledgment and Consent

By using PrimeCall VoIP services, you acknowledge that:

  • You understand the differences between VoIP and traditional E911 services.
  • You are responsible for providing accurate location data.
  • You have access to alternative means (e.g., mobile phone) to call 911 in case of VoIP failure.

6. Contact Information

PrimeCall Communication
13535 Ventura Blvd, Suite C102
Sherman Oaks, CA 91423
Phone: (323) 647-7463
Email: support@primecall.com

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