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VTone Service Agreement

Notification of VTone VoIP 9-1-1 Service Limitations

Vianet provides VoIP 9-1-1 service to every VTone subscriber. This service capability is included in the price of your VTone service.

VoIP 9-1-1 service is different from Enhanced 9-1-1 service. VoIP 9-1-1 service is delivered over a broadband internet connection whereas Enhanced 9-1-1 service is delivered over a traditional telephone line connection. There are important limitations relating to VoIP 9-1-1 service that you should know about. These limitations include the following:

VoIP 9-1-1 service may not be available during an electrical power outage and will not be available during a broadband internet outage. VoIP 9-1-1 calls are sent to a call centre for screening and routing to the correct emergency response center (also known as the Public Safety Answering Point or PSAP). This is different from Enhanced 9-1-1 service where the call is sent directly to the appropriate PSAP. Due to the nomadic nature of VTone service (meaning that the service can be moved to any location that has high speed access to the internet), a caller must identify his or her location to the operator that answers the 9-1-1 call in order for the call to be routed to the correct PSAP and for emergency services to be dispatched to the correct location. Subscribers of Vianet's VTone service are required to ensure that all potential users of the subscribers VTone line understand the 9-1-1 service limitations identified in this notice.

Limitation of Liability

Neither Vianet nor any of its affiliates, directors, officers, employees, agents or underlying third party service providers shall be held liable for any injury, death or damage to persons or property, arising directly or indirectly out of, or relating in any way to the provision of Vianet's VTone service, including without limitation any inability on your part to access VoIP 9-1-1 service or any other emergency 9-1-1 service, and you hereby waive any and all such claims or causes of action arising out of or from the absence, outage or failure of VTone service and VoIP 9-1-1 service.

You agree to defend, indemnify and hold harmless, Vianet and its respective employees, affiliates, directors, officers, agents or underlying third party service providers from and against any liabilities, claims, losses, damages, penalties, fines and expenses (including, without limitation, legal fees and expenses), by or on behalf of you or any third party or user of your VTone service relating to the absence, outage, failure or degradation of the voice quality of the VTone service, including without limitation the inability to be able to dial 9-1-1 to access emergency services, the inability to complete a 9-1-1 call, the inability to correctly route a 9-1-1 call to the appropriate PSAP or to correctly dispatch emergency services to the location from which the 9-1-1 call originated.

Tips When Placing 9-1-1 Calls

As indicated above, a VoIP 9-1-1 call is not routed directly to a PSAP. A VoIP 9-1-1 call is first sent to a call center for screening before it is routed to the correct PSAP.

When you dial 9-1-1, you must be prepared to provide your location and callback number to the operator who answers your call since the operator may not have this information.

If you are not able to speak when you dial 9-1-1, the operator who answers your call may assume that you are located at the address you registered with Vianet. For this reason, it is important to ensure that your address information that you registered with Vianet remains up to date if you move from one location to another. Vianet's VTone subscribers should call their local Vianet office to update their address information.

When you call 9-1-1 do not hang up unless you are told to do so. If you are disconnected, call back the 9-1-1 number immediately.

VTone service and VoIP 9-1-1 service may not be available in an electrical power outage and will not be available during a broadband internet outage.

Please ensure that you understand the 9-1-1 limitations of your VTone VoIP service and that you inform all potential users of your VTone VoIP line of these limitations.

Long Distance Service

The account holder is responsible for all long distance calls and charges resulting from the use of Vianet's VoIP service, Vianet's Calling Card Service, or any third party service. We advise that you check your online call detail records on a monthly basis to ensure that all charges are correct. it is important to keep your PIN private. Contact your local office to change your PIN.

International rates are subject to industry changes. Our International rates are effective for one calendar month. All our International rate changes will take effect on the first 1st day of every month. Not all International rates will change and rates to cellular phones may be different than those to landline phones.

Technical Assistance

For technical assistance please contact our help desk 7 days a week during the hours of 8 a.m. to 1 a.m. You may dial 6-1-1 direct from your VTone line or call toll free 1-800-788-0363.

Cancelling Your Service

Cancellations are processed at the end of each month. Subscribers who wish to cancel both their VOIP service and their internet service must provide notification 10 days before the end of the month to ensure timely disconnection of hardwire facilities. Dedicated business connections require 30 days notice for cancellation. Please provide a hard copy cancellation request by email, fax or regular mail. Cancellations will not be accepted by telephone. Hardcopy cancellation will be confirmed with a phone call. Voicemail cancellations will not be processed. Please request a cancellation reference number. For your convenience you may email

Conditions of Service

The subscriber must have a high speed internet service of 512 Kbps or higher.

Local line calls must be placed from the service address for all 9-1-1 features to be fully supported.

The subscriber must be using a VOIP endpoint provided by Vianet.

The subscriber agrees to be liable to any long distance calls placed from their local phone service.

Directory assistance is available by dialing 411. The charge for Directory Assistance is 85¢ per call.

This service does not support fax services.

Overdue accounts may result in suspension or cancellation of service and a reconnection charge may apply.

Equipment Rental Conditions

The equipment provided by Vianet remains the property of Vianet, except for any equipment that is purchased and paid for by the customer, which is not returnable or refundable. The customer is responsible to ensure that the equipment is protected from defacing, tampering or damage. The customer is responsible for any Vianet equipment that is provided to run their service and agrees to reimburse Vianet for the full cost of the repair or replacement should the equipment be lost, stolen, unreturned, destroyed or damaged, including without limitation damage caused by lightning or any other type of electrical surge. It is the responsibility of the customer to arrange and return all equipment, including power supply and cables within 72 hours of their disconnection date or within 15 days after a demand for its return has been made. The customer irrevocably authorizes Vianet to charge them for the full replacement cost of the equipment, which amount shall be at the sole discretion of Vianet, provided such amount shall not exceed $250 plus applicable taxes, using the authorized monthly payment plan option provided.

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