General Terms and Conditions for Delivery of Service
These General Terms and Conditions are between G12 Communications LLC (“G12”) and the individual or entity identified as the customer (“Customer”) in the Service Order Form (“SOF”) executed by G12 and Customer, each individually referred to as a “Party” and collectively referred to as the “Parties”. This “Agreement” consists of (i) the Service Order Form(s) and any forms, schedules or authorizations attached thereto and/or incorporated therein by reference, (ii) these General Terms and Conditions, (iii) VOIP 911 Service Disclaimer and Customer Acknowledgment (“911 Notice”) and (iv) Acceptable Use Policy (“AUP”), (v) Texting Supplemental Terms, (vi) Completion Notice. This Agreement sets forth general terms and conditions under which Customer is purchasing G12 services pursuant to the SOF. The Parties agree to be bound by this Agreement as of the day the SOF is fully executed by the Parties (the “Effective Date”) and affirm that each have caused this Agreement to be executed by their respective duly authorized representatives on the dates written below their names on the SOF.
1. Services and Definitions.
1.1 The term “Service” shall mean any of the “Products” or “Services” as described in Section 1.2 or from time to time on G12’s website including all software, equipment, and other features, products and services provided by G12 under the pricing plan(s) selected by the Customer in the applicable SOF(s). G12 will provide the Services referenced on the SOF(s) in accordance with the terms of this Agreement. G12 reserves the right, at its sole discretion, to decline orders and require Customer to post appropriate advanced deposits for new and existing Services.
1.2 Service Definitions.
1.2.1 SIP Trunking provides on-demand scalability and PSTN connectivity to any on-premise phone system (IP PBX or Cloud PBX). This service allows customers to scale their capacity on demand and features virtual call sessions, DIDs, and 911 routing using a highly available and geo-redundant network that’s also Avaya and Mitel certified.
1.2.2 Cloud PBX service delivers hosted PBX and premium unified communication features in the cloud. With only an Internet connection, customers can support flexible, remote, and hybrid work. Our Cloud PBX supports any size business looking to deploy enhanced features with greater flexibility at a lower cost using physical phones, softphones, or mobile devices. This service delivers premium features, including mobility, softphone, rich messaging, group chats, call center integrations, SMS, and other advanced features. With Cloud PBX, G12 designs, builds, manages, maintains, and supports the cloud-based phone system for the customer.
1.2.3 Cloud PBX with Microsoft Teams is part of our Connect to Teams suite. This service integrates G12’s Cloud PBX phone system with Microsoft Teams providing full interoperability with the Teams softphone and mobile device. Connect to Teams is ideal for customers looking to integrate the advanced enterprise features available in G12’s Cloud PBX into Microsoft Teams. G12 designs, builds, manages, maintains, and supports the cloud-based phone system for the customer and provides full integration to Microsoft Teams to unlock additional cost-savings, introduce flexibility, a single interface for management, and fully managed phone system support. Customers must have a Microsoft Teams license that includes the Microsoft phone system.
1.2.4 Operator Connect is a Microsoft-based PSTN calling solution that’s powered by certified providers. G12 is a Microsoft certified Operator Connect provider. G12 Operator Connect allows companies to make and receive phone calls directly in Microsoft Teams — with both self-service (per user pricing) and fully managed options available. With self-service, customers can add numbers, port existing ones, and manage their entire phone system. Meanwhile, our fully managed option provides PSTN connectivity and design, build, and ongoing system support for any Microsoft Teams phone system.
1.2.5 Contact Center as a Service provides any-sized business with intuitive communication tools designed to enhance contact center capabilities. CCaaS provides chat, email, specialized channel queues, outbound notifications, campaigns, scheduling manager, custom CRM integrations, advanced self-service customizable IVR applications, and more. The system uses APIs to integrate with existing productivity tools. Our CCaaS solution provides extensive built-in customizable reports to help visualize trends, identify customer service issues, improve customer interactions, and improve overall customer support by giving companies full visibility into both remote and hybrid agent productivity.
2. Obligations of the Customer.
The Customer agrees to provide all information, access, and support for timely installation and proper use of the Service and to comply with all of the terms and conditions of this Agreement. The Customer also agrees that Customer’s use of the Service will at all times consistent with the terms outlined in the G12 Communication’s AUP and will not be used in an unlawful manner, and will be used in such a manner as to prevent damage to G12 network and equipment.
3. Customer Representations.
The Customer represents and warrants that: (i) their primary residence or business address is in the United States, (ii) they are at least eighteen (18) years of age and possesses the legal right and ability to enter into this Agreement, and (iii) the Customer name, contact information and registered location are true and correct and, if for business use, the Customer is authorized to act on behalf of such business. Customer acknowledges and agrees that G12 relies on the information supplied by Customer and that providing false or incorrect information may result in delays in the provision and delivery of the Services, the suspension or termination of the Services, additional fees or charges, and the inability of a 911-dialed call to be correctly routed to emergency service personnel (as further described in the 911 Notice executed by Customer contemporaneously with the SOF). Customer agrees to promptly notify G12 whenever personal or billing information changes, including, but not limited to, Customer’s name, address, e-mail address, telephone number, and credit card information.
4. Term Commitment.
For each Service, excluding OC Services, THE SERVICE WILL BEGIN THE DAY WHEN ALL OR ANY PORTION OF THE SERVICE IS FIRST INSTALLED AND MADE AVAILABLE TO THE CUSTOMER OR 30 DAYS FROM THE DATE THE SERVICE ORDER IS EXECUTED, WHICHEVER IS EARLIER (“Commencement Date”). With respect to OC Services, the Commencement Date is the day the service order is executed. Customer agrees to pay for the quantity of Services actually provisioned even if such quantity differs from the SOF. The Service will begin on the Commencement Date and continue for the number of months/years set forth in the applicable SOF (the “Initial Service Term”). If the SOF does not state a term, the Initial Service Term will be one (1) year. Upon expiration of the Initial Service Term, the Service automatically renews for successive one (1) year terms(the “Renewal Service Terms”) at the rates in Customer’s SOF unless either Party provides notice of intent to terminate the Service at least thirty (30) days prior to the end of the Initial Service Term or the Renewal Service Terms, whichever is applicable at the time of termination (the Initial Service Term and Renewal Service Terms may be collectively referred to hereinafter as, the “Term” or the “Service Term”).
5. Fees and Charges.
Customer shall pay for all Services that G12 supplies to Customer. Each SOF specifies the fee, price, and Minimum Commitment that the Customer will pay for each Service during the Service Term. The charges, price and fees for Services are categorized on the applicable SOF as (1) “Monthly Recurring Charges”, (2) “Non-Recurring or One-Time Charges”, (3) “Usage Charges”, and (4) “Equipment Charges”. MONTHLY RECURRING CHARGES WILL BE BILLED MONTHLY TO CUSTOMER BEGINNING ON THE COMMENCEMENT DATE and will not be prorated for the first or last month. With respect to OC Services, the quantity set forth on the SOF is the minimum number of users that Customer agrees to pay for each month during the Term (“Minimum Commitment”). If the number of users of an OC Service is less than the Minimum Commitment in a month, Customer agrees to pay the price multiplied by the Minimum Commitment for that month. If the number of users of an OC Service is more than the Minimum Commitment, Customer agrees to pay for the actual number of users multiplied by the price for that Month. Non-Recurring Charges shall be billed as they occur. Usage Charges for international and toll-free inbound calls will be billed based on the duration of each call with a one-minute minimum and then in six-second increments after the first minute. If Usage Charges apply to Customer’s OC Service, Customer also agrees to pay for all Usage Charges. Equipment Charges will be billed upon receipt of actual equipment when purchased from G12. In addition, G12 may bill the Customer for other legally applicable charges, including, but not limited to, Federal and State Universal Service Fund (USF), 911 and E911 Fees, LNP Administration Fees, Cost Recovery Fee, Carrier Surcharges and any other applicable state and federal taxes, fees or surcharges. The charges for the Services, not including the taxes and regulatory charges, are hereby referred to as the “Rate(s)” (sometimes referred to as the “Price” in the SOF). The Rates set out on the Customer’s SOF will vary depending on the Customer’s Service Term and do not include taxes and other regulatory charges. G12 may modify its Rates at any time. Customer will be liable for all reasonable charges, including, but not limited to attorneys’ fees and costs, incurred by G12 to enforce the terms of this Agreement or due to Customer’s non-compliance with the terms herein. Customer agrees that any failure by Customer to obtain or maintain anything (including without limitation, hardware, software, licenses, equipment, devices, and internet connectivity) that is not expressly provided by G12 will not relieve Customer from its obligations under this Agreement.
6. Payment.
G12 will provide to Customer monthly invoices covering thirty (30) day periods which will be due and payable thirty (30) days from the invoice date (the “Due Date”). All Monthly Recurring Charges are billed one (1) month in advance and Usage Charges are billed in arrears. A late payment fee will be applied on balances that remain unpaid thirty (30) days following the date of the invoice in the amount of 1.5 % per month of the amount of the unpaid balance from the date of invoice or the maximum interest amount allowed by applicable law. Customer and G12 hereby acknowledge and agree that G12 shall have no liability to Customer resulting from any termination of Services due to nonpayment by Customer in accordance with the terms of this Agreement. G12 reserves the right to bill Customer retroactively for any Services Customer received which G12 had not billed. In addition to the remedies contained in this Agreement, G12 reserves its rights in law and equity, including, but not limited to, its rights under the Uniform Commercial Code.
7. Taxes, Fees, and Surcharges
Customer hereby acknowledges and agrees that all pricing for Services and other charges due hereunder are exclusive of all applicable taxes, fees and surcharges including without limitation, value added tax, sales taxes, duties, cost recovery fees, levies and/or carrier surcharges (including where applicable any Universal Service Fund or similar surcharges) imposed by, or pursuant to the laws, statutes or regulations of any governmental agency or authority, all of which shall be the sole responsibility of Customer and paid promptly when due by Customer, and furthermore, Customer agrees to indemnify and hold G12 harmless from any liability therefor. Except as set forth herein, all amounts payable by Customer under this Agreement shall be made without any deduction or withholding and, except to the extent required by any law or regulation, free and clear of any deduction or withholding on account of any tax, duty or other charges of whatever nature imposed by any taxing or governmental authority. If Customer is required by any law or regulation to make any such deduction or withholding Customer shall, together with the relevant payment, pay such additional amount as will ensure that G12 actually receives and is entitled to retain, free and clear of any such deduction or withholding, the full amount which it would have received if no such deduction or withholding had been required. Notwithstanding the foregoing, a monthly Universal Service Fund charge shall, if applicable, be added to each invoice for Services based upon the total billed revenues, the amount of which shall be based upon the Federal Communications Commission assessment.
8. Unauthorized Use of the Services.
The Customer accepts full responsibility for the charges, taxes and fees invoiced for G12 provision of all Services to Customer, including, but not limited to, outbound and toll free Services, regardless of whether Customer authorized the use of the Services and Customer agrees that it is solely responsible for the security of all user names and passwords associated with the Service and that Customer will be responsible for any fees, costs or expenses associated with any theft or unauthorized access, use, or disclosure of such username or passwords. Customer shall indemnify, defend and hold G12 harmless from any and all costs, expenses, damages, claims or actions arising from any fraudulent or unauthorized use of the Services. Customer shall not be excused from paying G12 for Services provided to Customer or any portion thereof on the basis that fraudulent use of the Services comprised a corresponding portion of the Services for which charges, taxes and fees are invoiced. In the event G12 discovers or reasonably believes that the Services are being used fraudulently, nothing contained herein shall prohibit G12 from taking immediately any and all reasonable actions to prevent the fraudulent use of the Services, including without limitation, suspension, or termination of Services.
9. Inappropriate Use / Back-Up Power.
Customer acknowledges that the services are not designed, manufactured, intended, or recommended for use for any high-risk or fail-safe purpose or activity or in any environment where failure, interruption, malfunction, error, or unavailability could result in any liability or damages, physical harm or personal injury, death or dismemberment, or property or environmental damage. Customer represents and warrants that Customer, and its end users will not use services for any such purpose or activity or in any such environment. In addition, Customer acknowledges and agrees that, if access to and use of the Services (including, but not limited to, emergency 911 and E911 Services) is desired or required during a power outage, Customer is solely responsible for providing appropriate back-up power to any equipment located on Customer’s premises to the extent such equipment may be used to access and use or is otherwise related to the use of the Services. G12 shall not be responsible or liable to Customer or any third party for Customer’s the unavailability of the Services during a power outage as a result of Customer’s failure to provide necessary back-up or secondary power facilities for use of the Services.
10. Toll-Free Service.
Customer is responsible for all charges for toll free Services provided by G12. G12 assumes no liability where any claim arises out of Customer being provided with any toll-free number(s) other than the toll-free number(s) requested by Customer. G12 shall not be liable whatsoever for the use, misuse or abuse of a Customer’s toll free Service by third parties, including without limitation, the Customer’s employees or members of the public who dial the Customer’s toll free number by mistake and Customer will be responsible for all such charges.
11. Interruption of Service Credit.
In the event that there is any defect, error, omission, delay, mistake, interruption, suspension, or other failure in connection with furnishing the Services or maintenance of the Services and the same is reported to and confirmed by G12 (an “Interruption”), the liability, if any, of G12 shall in no event exceed an amount equivalent to the proportionate charge to Customer for the affected Service for the time period during which the interruption occurred (the “Interruption Credit”). G12 shall not be liable nor shall any Interruption Credit be given to a Customer, for any Interruption which is: (1) caused by the willfulness or negligence of a third-party or any other entity other than G12; (2) due to failure of equipment, systems provided by G12, Customer or any other entity; (3) due to a force majeure event as set forth in Section 26 below; or (4) during periods when the Customer elects to use the Service on an impaired basis. Customer hereby acknowledges and agrees that its sole and exclusive remedy for an Interruption shall be an Interruption Credit. Customer will not be entitled to any Interruption Credits or other damages related to any delay in installing the Service.
12. Termination by G12.
In the event that Customer is in breach of any terms of this Agreement, G12 may provide written or emailed notice to Customer of such a breach, upon receipt of which Customer shall have ten (10) days to cure such a breach. If such breach is not cured by Customer to G12’s satisfaction, in its sole discretion, within the applicable cure period set forth above, G12 may terminate any and all Services provided to Customer under any Agreements between the Parties, effective immediately, without liability to Customer and Customer will be responsible for all obligations and unpaid amounts under those Agreements, including without limitation, Early Termination Charges. Notwithstanding the foregoing, in the event that the Customer’s use of the Services violates G12′ AUP, G12 may, upon email, fax, telephonic or written notice, terminate any and all Services provided to Customer under any Agreements between the Parties, effective immediately, without liability to Customer and Customer will be responsible for all obligations and unpaid amounts under those Agreements, including without limitation, Early Termination Charges. G12 may terminate all or any portion of Customer’s Services upon 90 day notice without further obligation or liability, provided that, in the event of a partial termination, Customer may terminate all remaining Services at the conclusion of such 90 day period, after which, such right to terminate shall expire.
13. Termination by Either Party.
Either Party shall have the right to terminate the Service(s) without liability, including Early Termination Charges, (i) if G12 is prohibited from furnishing the Service(s) under this Agreement, or (ii) if any material rate or term contained herein is substantially changed by order of the highest court of competent jurisdiction to which the matter is appealed, the Federal Communications Commission, or other local, State or other federal government authority.
14. Early Termination Charges.
If a Service is terminated prior to the end of the Service Term, then, commencing on the effective date of such termination, Customer will be subject to Early Termination Charges equal to one hundred percent (100%) of the Monthly Recurring Charges times the number of months remaining in the Service Term, plus any waived installation charges and discounts from G12 standard rates times the number of months of discounts applied (“Early Termination Charges”). Customer and G12 acknowledge and agree that (i) the Early Termination Charges are a fair and reasonable estimate of damages that would occur in the event that the Service is terminated prior to the end of the Service Term; (ii) actual damages incurred by G12 as a result of the early termination of the Service would be difficult to determine ; (iii) and the provisions regarding the Early Termination Charges in this paragraph are reasonable and appropriate measures of the damages for such early termination and not a penalty. Customer agrees to pay all such Early Termination Charges within 30 days of Customer’s notice of termination of Services immediately upon written receipt of G12 last invoice to Customer (“Final Invoice”). All requests to terminate Services must be received, in writing to G12 thirty (30) days prior to the termination effective date. A minimum of thirty (30) days will always be billed to Customer from the date that the termination notice is submitted.
15. Bill Disputes.
Customer’s billing disputes or request for adjustments, together with all supporting documentation, must be made in good faith, and must be received in writing by G12 within thirty (30) days from the date of the invoice, or Customer’s right to raise such billing disputes is waived. Customer shall otherwise timely pay any undisputed amount. If G12 determines that a disputed charge was billed in error, G12 will issue a credit to reverse the amount that was incorrectly billed. If G12 determines that the disputed amount was billed correctly, G12 will inform Customer of such determination and provide Customer proof of correct billing. If Customer does not accept such proof as definitive, the dispute will be escalated for an officer review/resolution with G12 and Customer in accordance with this Agreement. In the event that the escalated dispute is resolved against Customer, or in the event that Customer accepts the foregoing proof as definitive (or if Customer fails to notify G12 within thirty (30) days that Customer does not accept proof as definitive), Customer shall pay the previously disputed amount within ten (10) days thereafter.
16. Resolution of Disputes.
Except as otherwise provided herein, any disputes, controversy, or claim (individually and collectively referred to hereinafter as a “Dispute”) arising under this Agreement shall be resolved in accordance with the procedures set forth herein. In the event of a dispute, and upon the written request of either Party, each of the Parties shall appoint, within five (5) business days after a Party’s receipt of such request, a designated representative who has authority to settle the Dispute and who is at the higher level of management than the persons with the direct responsibility for administration of the Agreement. The designated representatives shall meet as often as they reasonably deem necessary in order to discuss the Dispute and negotiate in good faith in an effort to resolve such Dispute. The specific format for such discussions will be left to the discretion of the designated representatives; however, all reasonable requests for relevant information made by one Party to the other shall be honored. If the Parties are unable to resolve issues related to the Dispute within thirty (30) days after a Party’s request is made for appointment of designated representatives as set forth above, either Party may seek any relief to which it is entitled, whether at law or in equity.
17. Upgrades and Downgrades.
17.1 This Section 17.1 shall not apply to Operator Connect Services (“OC Services”). An “Upgrade” is defined as a change to Customer’s existing Services, agreed to by G12, that will result in the increase in Customer’s Monthly Recurring Charges and/or Non-Recurring Charges. If the Customer Upgrades the Services, Early Termination Charges will not be assessed. However, Customer will be required to purchase the Upgrade for a term commitment that extends at least to the end of Customer’s existing Service Term. A “Downgrade” is defined as a change to Customers’ existing Services or partial disconnect, agreed to by G12, that results in a decrease in Customers Monthly Recurring Charges. If Customer Downgrades the Services before the end of the Service Term, G12, in its sole discretion, may charge Customer Early Termination Charges. Customer shall provide G12 with thirty (30) days prior written request for all Downgrades and G12 may, in its sole discretion agree to or deny such request. Any Downgrade of a Service must have a Term that extends at least to the end of Customer’s existing Service Term.
17.2 OC Service. Customer may, through G12’s online portal: (i) provision additional OC Services (including additional DID’s and users) at any time and Customer agrees to pay all Fees associated with such additional OC Services, and (ii) decrease OC Services at any time and the Fees associated with such decrease shall be reduced accordingly, provided that such Fee will not be decreased below the Minimum Commitment. Fees for OC Services provisioned or decreased in a month will not be pro-rated. OC Services that are added or terminated after the Commencement Date will be subject to and not change the Term (i.e., all OC Services will terminate upon expiration of the Term).
18. G12 Owned Customer Premise Equipment.
Any equipment installed by G12 to perform the Services under this Agreement and associated software, which was not purchased by the Customer, is the sole property of G12, and is referred to as “Customer Premise Equipment” or “CPE”. For the Service Term, G12 grants Customer a limited, personal, revocable, non-exclusive license to use the CPE provided in conjunction with the Service solely for Customer’s own internal business use that may not be assigned, sold, sublicensed, or transferred. Upon termination of the Service, all of Customer’s rights with respect to CPE will immediately terminate. Except as expressly provided herein, the limited license granted to Customer does not convey any ownership or other rights, express or implied in the CPE or in any Intellectual Property. G12 has the right to access, maintain, remove, replace, or take any other action in connection with the CPE at any time for any reason. At all times Customer shall: (1) refrain from physically tampering with or modifying CPE or authorizing another to do the same; and (2) provide G12 with reasonable, sufficient, and necessary access to Customer’s facilities in order for G12 to fulfill its obligations under this Agreement. Customer shall provide G12 reasonable and necessary access to G12 CPE at all reasonable times in the event G12 needs to retrieve the CPE during, or upon the expiration or termination of the applicable Service Term. Customer also agrees to cooperate with G12 in all communications with the landlord at the Customer’s premises if requested by G12 even after the expiration or termination of the applicable Service Term so that G12 may retrieve physical possession of the CPE. Customer shall be responsible for any and all damages to the CPE, caused by Customer or its end-users. Furthermore, G12 will not be responsible for any interference or interruption in Services that are related to or caused by CPE. Customer is responsible for the initial and ongoing configuration of any equipment provided by Customer. If any equipment provided by Customer is not compatible or may not be used with the Services, and Customer terminates the Service as a result, Customer will be responsible for all Non-Recurring Charges for the Services that are noted on the SOF, as well as Early Termination Charges and any third-party costs G12 may have incurred.
19. Limitation of Liability.
G12 AND IT’S OFFICERS, DIRECTORS, EMPLOYEES, AFFILIATES, AGENTS, VENDORS AND SUPPLIERS (“G12 ENTITIES”) SHALL NOT BE LIABLE FOR ANY OF THE FOLLOWING: (1) THE CONTENT OF THE INFORMATION PASSING OVER G12 NETWORK; (2) UNAUTHORIZED ACCESS TO CUSTOMER TRANSMISSION FACILITIES OR TO CUSTOMER OWNED EQUIPMENT; (3) UNAUTHORIZED ACCESS OR DAMAGE TO, ALTERATION, THEFT, DESTRUCTION OR LOSS OF CUSTOMER RECORDS OR DATA; (4) CLAIMS FOR DAMAGES CAUSED BY CUSTOMER, THROUGH FAULT, NEGLIGENCE OR FAILURE TO PERFORM CUSTOMER’S RESPONSIBILITIES; (5) CLAIMS AGAINST CUSTOMER BY ANY OTHER PARTY; (6) ANY ACT OR OMISSION OF ANY OTHER PARTY FURNISHING SERVICES TO CUSTOMER, OR THE INSTALLATION AND /OR REMOVAL OF ANY AND ALL EQUIPMENT SUPPLIES BY ANY OTHER SERVICES PROVIDER, INCORRECT PUBLICATION LISTINGS OR ADVERTISEMENTS OF PHONE NUMBERS; (7) CLAIMS FOR ANY LOSS OR DAMAGES RELATED TO ANY DELAY IN INSTALLING OR TERMINATING THE SERVICE, OR (8) CLAIMS FOR ANY DAMAGES, INCLUDING BUT NOT LIMITED TO, PERSONAL INJURY, WRONGFUL DEATH, PROPERTY DAMAGE ARISING OUT OF OR IN CONNECTION WITH THE USE OR INABILITY TO USE THE SERVICE. NOTWITHSTANDING ANYTHING TO THE CONTRARY, THE AGGREGATE LIABILITY OF ALL G12 ENTITIES, IF ANY, ARISING OUT OF THIS AGREEMENT, INCLUDING WITHOUT LIMITATION, MISTAKES, OMISSIONS, INTERRUPTIONS, DELAYS, ERRORS, OR DEFECTS IN THE SERVICE OR EQUIPMENT PROVIDED BY G12 ENTITIES SHALL IN NO EVENT EXCEED THE MONTHLY RECURRING CHARGES FOR THE SERVICE PAID BY THE CUSTOMER DURING THE AFFECTED TIME PERIOD (NOT TO EXCEED 12 MONTHS) THAT IS THE SUBJECT OF THE CLAIM AND CUSTOMER WAIVES ANY AND ALL CLAIMS FOR SUMS IN EXCESS OF THAT AMOUNT. IF ANY LIABILITY IS IMPOSED ON G12 ENTITIES, SUCH LIABILITY SHALL BE LIMITED AS PROVIDED IN THIS AGREEMENT, WHICH SHALL BE G12 ENTITIES’ SOLE AND EXCLUSIVE LIABILITY REGARDLESS OF WHETHER LOSS OR DAMAGE IS CAUSED BY PERFORMANCE, NONPERFORMANCE, OR NEGLIGENCE OF G12 ENTITIES UNDER THIS AGREEMENT. TO THE EXTENT PERMITTED BY LAW, ANY LIABILITY OF G12 ENTITIES SHALL BE LIMITED TO DIRECT AND ACTUAL DAMAGES ONLY AND G12 ENTITIES SHALL HAVE NO LIABILITY TO CUSTOMER OR ANY THIRD-PARTY WITH RESPECT TO ANY SPECIAL, INCIDENTAL, INDIRECT, CONSEQUENTIAL, OR PUNITIVE DAMAGES OF ANY NATURE OR FOR THE LOSS OF REVENUE, LOST PROFITS, LOSS OF BUSINESS, LOSS OF POTENTIAL BUSINESS, REPLACEMENT COST OR COVER, OR ECONOMIC LOSS OF ANY KIND FOR ANY REASON WHATSOEVER, HOWEVER CAUSED AND WHETHER ARISING UNDER CONTRACT, WARRANTY, TORT (INCLUDING NEGLIGENCE OR STRICT LIABILITY), OR ANY OTHER THEORY OF LIABILITY, EVEN IF G12 ENTITIES HAVE BEEN INFORMED IN ADVANCE OF THE POSSIBILITY OF – OR COULD HAVE FORESEEN SUCH COSTS, LOSSES, OR DAMAGES. THIS LIMITATION AND WAIVER ALSO APPLIES TO ANY CLAIMS YOU MAY BRING AGAINST ANY OTHER PARTY TO THE EXTENT THAT G12 ENTITIES WOULD BE REQUIRED TO INDEMNIFY THAT PARTY FOR SUCH CLAIM. TO THE EXTENT PERMITTED BY LAW, YOU AND WE EACH ALSO AGREE THAT ALL CLAIMS MUST BE BROUGHT WITHIN 2 YEARS OF THE DATE THE CLAIM ARISES.
20. Liability of Customer.
To the maximum extent permitted by law, Customer shall indemnify, defend and hold harmless, individually and collectively, G12 Entities from and against any and all liability, claims, losses (including loss of profits, revenue and goodwill), damages, fines, penalties, injuries to persons or property, costs, and expenses (including reasonable attorneys’ fees and dispute resolution expenses) made or asserted against G12 Entities by any third-party that arises out of, or is directly or indirectly related to: (i) breach of the Agreement or Service by Customer or any users of the Service; (ii) breach of any representations or warranties by Customer; (iii) use of or reliance upon the Service by Customer or any third party; (iv) any negligent acts, omissions to act or willful misconduct by Customer or any users of the Service; (v) the inability to use the Services or failure or outage of the Service for any reason, including but not limited to those related to calling 911, E911 or other emergency responders; (vi) use of the Services in connection with a violation of any applicable Laws (defined below); (vii) misappropriation, breach, violation, or infringement of any right, title or interest of any third party, including but not limited to, contractual rights, Intellectual Property rights, rights of privacy, and rights of publicity and personality; or any act or omission of Customer, its users or customers. Additionally, the Customer shall reimburse G12 Entities for damage to G12 facilities or due to any malfunction of any facilities or equipment provided by an entity other than G12 for the damages to the extent of such payment.
21. Warranties.
G12 DOES NOT WARRANT UNINTERRUPTED OPERATION, DEGRADATION, DELAY, INTERRUPTION, ERROR OR OMMISSION OF THE SERVICES, SOFTWARE OR EQUIPMENT OR LOSS OF CONTENT, DATA OR INFORMATION. G12 COMMUNCATIONS SPECIFICALLY DISCLAIMS AND CUSTOMER WAIVES ALL WARRANTIES OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING THE WARRANTIES OF TITLE, MERCHANTABILITY AND FITNESS FOR PARTICULAR PURPOSE, TITLE AND NON-INFRINGEMENT OR ANY WARRANTIES ARISING OUT OF USAGE OF TRADE, COURSE OF DEALING OR COURSE OF PERFORMANCE.
22. Letters of Authorization.
Customer will be required to execute a Letter of Authorization (“LOA”) in the event Customer seeks G12 to act as an authorized agent for ordering and coordination of local and long-distance access circuits for services outside of this Agreement. The LOA, when executed, shall be incorporated into this Agreement by reference.
23. E911 Disclosure Statement.
CUSTOMER ACKNOWLEDGES AND AGREES THAT THE VOIP TELEPHONY SERVICES MAY, UNDER CERTAIN CIRCUMSTANCES, HAVE SIGNIFICANT LIMITATIONS WITH RESPECT TO 911 AND E911. THE 911 NOTICE DESCRIBES SOME OF THOSE CIRCUMSTANCES AND CONTAINS SIGNIFICANT INFORMATION, REQUIREMENTS AND LIMITATIONS OF LIABILITY WITH RESPECT TO 911 AND E911. CUSTOMER AGREES TO ALL OF THE TERMS AND CONDITIONS OF THE 911 NOTICE, THAT IT IS A MATERIAL PART OF THIS AGREEMENT AND THAT G12 WOULD NOT ENTER INTO THIS AGREEMENT WITHOUT CUSTOMER READING AND AGREEING TO IT.
24. Deposit.
G12 reserves the right to withhold initiation of full implementation of the Services until G12 has conducted a credit review of Customer. Depending on the credit review, G12 may require Customer to provide G12 a security deposit. If Services are being provided to Customer without a security deposit and then Customer fails to pay any sums when due, G12 may require that Customer provide a security deposit as a condition for continued Service and if Customer refuses to provide the requested deposit G12 may terminate any or all Services to Customer and Customer will be responsible for any Early Termination Charges as a result of such termination.
25. Transfer and Assignment.
Customer may not sell, assign or transfer any of Customers rights or obligations under this Agreement without G12 prior written consent. G12 may assign this Agreement upon notice to customer.
26. Force Majeure.
Any delay, interruption, or nonperformance of any provision of this Agreement on the part of G12 caused by conditions beyond G12 Communication’s reasonable control shall not constitute a breach of the Agreement, and the time for performance of such provision shall be deemed to extend for a period equal to the duration of the conditions preventing performance. Such examples include but are not limited to, acts of god, elements, weather conditions, earthquakes, settlements, fire, accidents, power failures, cable cuts caused by third-parties, acts or omissions of governmental authorities, moratoriums or injunctions related to the construction and shortage of labor and materials.
27. Installation Requested Information.
In order to install Customer’s Service, G12 may need Customer to provide G12 with certain information to enable the Services to be provisioned. Customer will be required to provide the requested information in a timely fashion, as time is of the essence with respect to this information. If G12 does not receive the required information in a commercially reasonable time frame, and Customer terminates the Service, Customer will continue to be responsible for all Non-Recurring and Early Termination Charges.
28. Press Release Announcements, Publicity and/or Trademarks.
Customer agrees that G12 may issue a press release announcing the relationship between the parties and may use, copy, transmit, display, and distribute Customer name, logo, quotes, case studies and testimonials in connection with G12 services. Such use shall include but not be limited to sales materials, websites, advertising and other associated activities involving applicable external communications, using all media known and hereafter developed following effectiveness of this Agreement, provided that any press releases, public announcements, postings or other advertising or public relations activities concerning this Agreement or the relationship between Customer and G12 must be reviewed and approved by both parties in advance. Customer agrees to provide comments of approval or changes within forty-eight (48) hours of receipt or request for such approval. Customer hereby grants to G12 a non-exclusive, non-transferable license, without the right to sublicense, to use Customer’s name and logo in connection with publicity and marketing materials, provided that any use of Customer’s name or logo must be approved in writing by Customer in advance and used in accordance with Customer’s guidelines for logo use.
29. Notices.
Except as otherwise provided herein, all notices, with the exception of invoices and requests for payment, given in connection with this Agreement shall be made in writing and either delivered in person, or by recognized overnight courier service, or sent via first class, postage prepaid, certified mail, return receipt requested. All notices will be sent to the address set out on the SOF. Invoices and requests for payment may be delivered in writing or electronically, including email or email attachments, and such email or email attachment will be deemed delivered when sent. All notices, including but not limited to invoices, will be deemed served relative to the date of personal delivery, the first business day after the date notice is sent via overnight mail, on the third (3rd) business day after notice is sent via first class U.S. main Delivery. All notices to G12 should be addressed to G12 Communications, LLC, 150 Lake Street South, Kirkland, Washington 98033, attention Customer Care. All legal notices and copies of notices shall be sent to G12 Communications, 150 Lake Street South, Kirkland, Washington 98033, attention President. The notice address, as provided above may be changed by written notice given as provide above.
30. Governing Law and Venue.
This Agreement shall be construed and governed in accordance with the laws of the state of Washington and venue for any actions arising under this Agreement shall be in the courts of King County, Washington.
31. Entire Agreement.
This Agreement is the complete agreement between the parties concerning any telecommunications services provided by G12 hereunder, and replaces any prior oral or written communications between the parties. Except for prior obligations of confidentiality and/or nondisclosure, there are no conditions, understandings, agreements, representations, or warranties, expressed or implied, which are not specified in this Agreement.
32. Addition/Modification.
Except as set forth in the Agreement, the Agreement can only be modified, amended or waived through a writing signed by an authorized employee of each party. G12 reserves the right to change its fees and charges upon notice to Customer provided that such changes will not affect any Service Orders until expiration of the then-current Service Term. G12 further reserves the right to alter or eliminate Services or to change or eliminate areas where G12 provides service upon thirty (30) days prior written notice to Customer provided that such changes will not affect any Service Orders until expiration of the then-current Service Term.
33. Severability.
In the event that any of the terms of this Agreement or the applications of any such term shall be invalid by any court of any competent jurisdiction, the remaining terms of this Agreement or their application shall not be affected thereby and shall remain in full force and effect.
34. Counterparts.
This Agreement may be executed in any number of counterparts, each of which shall be an original, but all of which together shall constitute one Agreement. Facsimile signatures and electronic signatures (including electronically transmitted signed documents) shall be accepted and treated the same as an original.
35. Compliance with Laws.
Customer represents and warrants that Customer and all use of the Service will at all times comply with all applicable laws, rules and regulations including but not limited to the rules, policies and regulation of the Federal Communications Commission (“FCC”), and all laws relating to Do-Not-Call provisions; unsolicited marketing; faxing; telemarketing; email marketing; spamming or phishing; data security or privacy; international communications; account or debt collection; recording of calls or conversations; export control; export of technical or personal data; end user, end-use, and destination restrictions imposed by the United States or foreign governments; consumer protection; pornography; trade practices; false advertising; unfair competition; antidiscrimination; harassment; defamation; intellectual property; or securities, electronic commercial communications, telemarketing and other similar laws, which include without limitation the U.S. Telephone Consumer Protection Act of 1991, U.S. Controlling the Assault of Non-Solicited Pornography and Marketing Act of 2003 and the Canada Anti-SPAM Legislation, if applicable, and each as amended (“Laws”). Customer agrees to indemnify, defend and hold harmless G12 and any third-party provider(s) from any and all claims, losses, damages, fines, or penalties arising out of Customer’s or its user’s violation or alleged violation of any Laws.
36. Recording Calls.
Certain Services may enable Customer and its users of the Service to record calls or other communications and that the recording of such calls is solely under Customer and its users control. Customer acknowledges that certain Laws impose requirements, restrictions and prohibitions with respect to recording calls or communications, including without limitation, notice and consent from all of the entities on the call prior to recording the call or communication and Customer acknowledges that it is solely responsible for informing itself and its users of the Service of such Laws. Customer represents and warrants that Customer and all other users of the Service will, at all times, comply with all Laws with respect to recording calls.
37. No Storage of Personal Health Information.
Customer acknowledges and agrees that the Services are not designed, intended, or recommended to store “protected health information,” as defined under the Health Insurance Portability and Accountability Act of 1996, the Health Information Technology for Economic and Clinical Health Act, and similar legislation in other jurisdictions, and the regulations promulgated pursuant thereto (such laws and regulations, “HIPAA”; such information, “PHI”) and Customer represents and warrants that its Services will not be used for such purpose.
38. Survival.
All provisions of the terms and Conditions in the Agreement, which by their nature should survive, shall survive termination of Services or the Agreement, including without limitation, ownership provisions, warranty disclaimers, limitations of liability, indemnities, accrued rights (including any payment obligations).
G12 Communications Acceptable Use Policy (AUP)
1. Unlimited Voice Services.
The Customer Agrees to use the unlimited service plans for traditional voice or fax calling of duration comparable to that of an average residential or business customer. The Customer agrees that they will not employ methods, devices or procedures to take advantage of unlimited plans by using the voice or fax services excessively or for means not intended by G12 Communications. Excessive use is defined by G12 Communications as use that substantially exceeds the average call volume or duration used by all other G12 Communications unlimited service plan customers. The following types of services are specifically prohibited and my not be accessed through G12 Communications unlimited voice service plans: excessive local number conference calling, monitoring services, data transmissions, transmissions of broadcasts or transmission of recorded material. G12 has the right to terminate the Customers service or change the Customers service plan if, in its sole discretion, G12 Communications determines that the Customers use of the unlimited plan violates this prohibition or is otherwise “unreasonable” or results in abuse of the unlimited minute service plan. a. G12 Communications considers the customers use of the Unlimited plan to be “unreasonable” and therefore subject to immediate termination if the Customers: i. Re-sell, re-brand, re-supply, re-market or commercially exploit the Unlimited service plan, without written consent, in order to aggregate traffic from more than one customer over an “unlimited” line or trunk: ii. Set up routing functionality such that only outbound long-distance traffic is sent over the Unlimited Service; or iii. Engage in any other conduct which is fraudulent or results in significant network congestion, or degradation. b. G12 Communications considers the Customers use of the Unlimited Service plan “abusive” and subject to immediate termination or adjustment if the customer utilizes: i. Autodialing ii. Continuous, repetitive or extensive call forwarding iii. Continuous call session connectivity iv. Fax broadcasting v. Fax blasting vi. Telemarketing; or vii. Any other activity that would be inconsistent with reasonable personal, residential and business use that may cause network congestion or jeopardizes the integrity of G12 Communications network.
2. Lawful Purposes Only.
The Customer may use G12 Communications services for lawful purposes only. The Customer may not us the G12 Communications service or equipment in any way that is illegal, improper, or inappropriate. Illegal, improper or inappropriate uses of G12 Communications Services and/or equipment includes: a. Interfering with the ability to provide service to the customer or other customers, or avoiding the obligation to pay for the service within the time frame designated for payment. b. Use of the service to threaten, abuse, harass, defame, deceive, defraud, interfere or invade another’s privacy or engage in any similar behavior. c. Use of the service for: auto-dialing, continuous, repetitive or extensive call forwarding, telemarketing (including charitable or political solicitation or polling), fax or voicemail broadcasting or blasting. d. Use of the service to: impersonate another person, send bulk unsolicited messages; use data mining techniques, or other automated devices or programs to catalog, download, store, or otherwise reproduce or distribute information from G12 Communications or use any automated means to manipulate the service e. Use the service for transmitting or receiving any communication or material of any kind which would constitute a criminal offense, give rise to a civil liability, or otherwise violate any applicable local, state, national or international law or encourage conduct that would constitute a criminal offense, give rise to a civil liability, or otherwise violate any applicable local, state, national or international law.
3. Right of Termination.
In addition to G12 Communications right to terminate service for nonpayment, G12 Communications reserves the right to terminate the Service immediately and without advance notice if G12 Communications, in its sole discretion, believes that the Customer has violated any of the above restrictions, leaving the customer responsible for the full months charges to the end of the current term, including without limitation unbilled charges, plus a disconnect fee, all of which immediately become due and payable.
4. Monitoring.
G12 Communications may monitor the use of the customers’ service for violations of this agreement. G12 Communications may without liability, remove or block all communications if G12 Communications suspects a violation of this agreement, or if G12 Communications finds it necessary to protect the Services or the company.
5. Providing information to Authorities and Third Parties.
If G12 Communications believes that the customer has used the Service for unlawful purposes, G12 Communications may forward the relevant communication and other information, including the customers identity, to the appropriate authorities for investigation and prosecution. The Customer consents to the forwarding of any such communications and information to the authorities. In addition, G12 Communications may disclose the customers’ personal information, any communications sent or received by the customer, and any other information that G12 Communications may have about the customers’ account, including but not limited to, types of service, length of service, MAC addresses, IP addresses, email addresses, registered 911 address, and all other account information, as follows: in response to law enforcement or other governmental agency requests; as required by law, regulation, rule, subpoena, search warrant, or court order; as necessary to identify, contact, or bring legal action against someone who may be misusing the Service; to protect G12 Communications rights and property; or in emergency situation where disclosure of such information is necessary to protect G12 Communications, customers or third parties from imminent harm.
6. Use of Service or Telephone Device by Customer Outside of the United States.
G12 Communications service is designed to originate calls within the United States and work with unencumbered high-speed Internet connections. If the high-speed internet connection is not within the G12 Communications service area or the ISP or broadband provider places restrictions on using VoIP services, G12 Communications does not represent they will allow you to use the service. The customer will be solely responsible for any violations of local laws and regulations or violations of ISP and broadband provider terms of service because of the customers’ use of the service. All use of G12 Communications service to or from areas outside the United States is at your own risk
7. No Transfer of Service.
The customer may not resell or transfer the G12 Communications service to anyone else without first obtaining prior written consent
8. No Alterations or Tampering.
If the customer copies or alters or has someone else copy or alter the firmware or software of the equipment or devise in any way that facilitates a compromise of the Service, the customer is responsible for any charges that result. The customer may not attempt to hack or otherwise disrupt the Service or make any use of the Service that is inconsistent with it intended purpose.
9. Theft of Service.
The customer may not use or obtain the Service in any manner that avoids G12 Communications policies and procedures, including an illegal or improper manner. The customer will notify G12 Communications immediately in writing if the customer believes the Service is stolen, used fraudulently, or otherwise being used in an unauthorized manner. If the customer notifies G12 Communications of one of these events, the customer must provide an account number and a detailed description of the circumstances of theft, fraudulent use, or unauthorized use of the Service. If the customer fails to notify G12 Communications in writing in a timely manner, G12 Communications may disconnect the Service and levy additional charges on the Customer. Until the Customer notifies G12 Communications in writing of the fraudulent use or stolen service, the Customer will remain liable for all use of the Service up through the date the notice is received by G12 Communications.
10. Revisions to this Acceptable Use Policy.
G12 Communications reserves the right to revise, amend, or modify this AUP at any time and in any manner. Any revision, amendment, or modification will be effective ten (10) days after G12 Communications publishes such revision, amendment, or modification. Your continued use of our services after such revision, amendment, or modification shall constitute your acceptance of the modifications to this AUP. Therefore, it is important that you review this AUP from time to time. If you have questions about the AUP, or about your rights and responsibilities as a G12 Communications customer, please contact us at support@G12com.com IT IS YOUR RESPONSIBILITY TO CHECK THIS WEBSITE REGULARLY, AS ALL OR ANY PART OF THIS AUP MAY CHANGE WITHOUT NOTICE.
VOIP 911 Service Disclaimer and Customer Acknowledgment
This VOIP 911 Service Disclaimer and Customer Acknowledgment (“911 Disclaimer”) constitutes a part of your Agreement with G12 Communications, LLC (“G12”). By signing this 911 Disclaimer Customer and anyone using the Service (“You” or “User”) agree to be bound by the terms and conditions set forth herein. All capitalized terms are as defined herein or as otherwise defined in the Agreement as described in the General Terms and Conditions.
1. General Information.
Thank you for selecting G12 as your Voice-Over-Internet Protocol (“VoIP”) telephony provider. Before You begin using G12’s VOIP Service, there are a few important things to understand about the Service and its emergency calling (911 and enhanced 911 (“E911”)) limitations as compared to traditional 911 and E911 service. Portable interconnected VOIP services can be used anywhere from virtually any internet connected device, such as VOIP enabled handsets, headsets, conference calling stations, computers, smartphone, tablet or any device capable of communicating over the internet (“Softphone”), which raises challenges for the emergency services community in determining the location from which a 911 call has originated. With basic 911, the public safety answering point operator (or “911 Operator”) will NOT have automatic access to your telephone number or location so you must be prepared to give the basic 911 Operator this information. With E911, your telephone number and registered address will be automatically provided to the 911 Operator located in or near the city or county of your registered address to assist them in responding to your emergency call, regardless of your actual location so it is critical that your registered address reflect your actual location. Some locations do not support E911 (i.e., automatically providing your telephone number and registered location) so you should always be prepared to provide your telephone number and actual location when dialing 911.
2. VOIP Limitations.
2.1 EMERGENCY CALLING (911 AND E911) AND SERVICE LIMITATIONS. 911 and E911 Service may be limited or unavailable in the following circumstances:
2.1.1 Power outage or disruption to the equipment or Softphone providing Your Service (following a power outage, You must reset or reconfigure the terminal adapter equipment prior to utilizing the Service, including 911 and E911 Service); 2.1.2 Broadband outage, interruption or malfunction that affects Your Service;
2.1.3 Relocating Your Softphone to a location other than to the location that You registered with us;
2.1.4 Delays in making Your Registered Location available to the database accessed by the 911 Operator;
2.1.5 Using a telephone number other than the one that is registered for Your Device, using a non-native telephone number or blocking Your caller ID:
2.1.6 Network congestion, disruptions, or other problems with Your ISP or G12’s network;
2.1.7 VoIP Service interruption or termination any reason, including the suspension or termination of your account with G12 for nonpayment or improper use of the Service;
2.1.8 Changing your phone number or adding a new phone numbers to your account without updating the location you have Registered with us;
2.1.9 Delays or disruptions of Service in the network or Services of G12’s underlying E911 provider;
2.1.10 You cannot text a 911 Operator using the Service;
2.1.11 If Your Softphone is used in an office environment with multiple other Users located in the same office then: (1) the registered location for Your Softphone will be the location of Your office so if you remove Your Softphone from that location and call 911 from another location, the location of the office will still appear to the 911 Operator as Your Registered Location regardless of Your actual location and (2) If Your telephone number is not the 911 TN from Your office (defined below), You will need to register Your telephone number as a 911 TN for an additional charge – If You do not know whether the 911 Operator has E911 capabilities, You should always be prepared to provide Your call-back telephone number and actual location;
2.1.12 Internet viruses that affect Your Softphone or internet connectivity and speed;
2.1.13 In certain geographic areas where G12’s underlying E911 provider has limited access (or no access at all) to the 911 Operator’s facilities.
2.2 Non-VoIP Devices. Home alarm systems, fax machines and other equipment that attach to your home computers, local telephone service, cable system or other networks may not work with the Service and G12 MAKES NO REPRESENTATION OR WARRANTY, WHETHER EXPRESS OR IMPLIED, WHATSOEVER THAT THE SERVICE WILL WORK WITH THOSE DEVICES. Except as otherwise described in the General Terms and Conditions, G12 will have no obligations or liability with respect to any Service outages, interruptions or degradations for any reason. Additional Service limitations can be found on the FCC’s website at: transition.fcc.gov/cgb/consumerfacts/voip911.pdf.
3. User Obligations.
3.1. You Must Register the Location of Your Softphone.
3.1.1. Single Softphone/Telephone Number. If You are using a single Softphone and telephone number, then prior to using any telephone numbers provided to You by G12, the current physical location of Your Softphone and telephone number must be registered with G12 (“Registered Location”) so that if a 911 call is made from that Softphone, the telephone number and the Registered Location of the Softphone will be available to the E911 Operator.
3.1.2. Multiple Softphones/Telephone Numbers. (i) Single Location/Office: If multiple Softphones are used in a single location or office, the Registered Location for Your Softphone will be the location of Your office. If you remove Your Softphone from that location and call 911 from another location, the Registered Location of the office will appear as Your location regardless of Your actual location. (ii) Multiple Locations/Offices: If You have Softphones in multiple offices, the Registered Location of each Softphone must correspond to the office where that Softphone is located and being used. You may not use a single office location as the Registered Location for Softphones located in other offices or locations. (iii) The Office 911 Telephone Number. Multiple Softphones located in an office will likely only have one telephone number (the “911 TN”) from that office that is able to register its location with G12’s 911 provider so if any other User from that office calls 911, the Registered Location of the 911 TN will be provided to the 911 Operator (the User’s actual telephone number will still be provided to the 911 Operator provided caller-ID is not blocked). If You intend to use Your Softphone at a location other than Your office, you will need to upgrade your telephone number to a 911 TN and register the actual location where your softphone is being used each time it is moved.
3.1.3. “Registered Location” Process. (i) If You have an office administrator that manages Your telecommunications Services, contact that administrator for their then-current procedures for registering Your Softphone and location. (ii) If You manage the telecommunications Services for Yourself and/or others, contact G12 at SUPPORT@G12COM.COM and follow their then-current procedures for registering Your Softphone(s) and location(s). If You have a non-hosted Service and manage the private branch exchange server or its generic server or technological equivalent (the “PBX), this will include loading the 911 TN(s) that correspond to the location and telephone number of each Softphone onto Your PBX.
3.2. Moving a Softphone. If a Softphone in a Registered Location is moved to another location, before using the Service You must register the new location of that. If you do not register the new location of your Softphone, any calls you make using E911 will be sent to the 911 Operator near your old address and register an incorrect location for that Softphone. For example, if Your Softphone is registered to an address in Seattle and You take the Softphone to Denver and call 911, the call will be routed to the 911 Operator in Seattle rather than Denver and it will identify the Seattle address as Your Registered Location. Consequently, IT IS CRITICALLY IMPORTANT THAT THE NEW LOCATION FOR ANY SOFTPHONE THAT IS MOVED IS PROPERLY REGISTERED.
3.3. Mobile Softphones. Unless you are in Your Registered Location, IF YOU NEED TO DIAL 911 WITH A MOBILE DEVICE (LIKE A SMARTPHONE, COMPUTER OR TABLET) YOU SHOULD ALWAYS USE YOUR CELLULAR NETWORK AND NOT G12’S 911 SERVICE. Unless you are using Your cellular network, if You call 911 to an E911 enabled 911 Operator Your mobile Softphone will only provide the Registered Location to the 911 Operator regardless of Your actual location so if you are using a mobile Softphone in a location other than its Registered Location or while in motion (e.g. driving or walking), E911 service will provide inaccurate information to the 911 Operator so you must provide your actual location to the 911 Operator. In addition, please note that some forms of wireless service do not support automatic location identification or have other E911 calling limitations so you must be prepared to provide Your actual location when calling 911.
3.4. Alternative 911 Access. Customer acknowledges the limitations of VOIP telephony as discussed above (e.g., power outages, internet access outages, overloading, registration requirements, etc.) and, given those limitations, Customer agrees that all users of G12 Services will have access to 911 or E911 through an alternative service or device other than through the Services provided by G12.
3.5. Broadband Access. To use G12 VOIP telephony Services You must have a broadband internet connection provided to You through a third-party ISP or broadband service provider. Also, G12 is not a traditional telecommunications carrier and provides only VOIP telephony that relies on Your broadband internet connection rather than traditional telephone lines. G12 is not responsible for any Service outage, interruption or degradations related to Your internet connectivity.
3.6. Power Outages. Following a power outage, You must reset or reconfigure the terminal adapter equipment prior to utilizing the Service, including 911 and E911 Service.
3.7. Customer Obligation to Give Others Notice of VoIP Service and Emergency 911 Limitations. Customer agrees to be fully responsible at all times during the term of this agreement for notifying anyone that uses the Services of (i) the EMERGENCY CALLING (911 AND E911) LIMITATIONS described above, (ii) VoIP Service limitations described above, (iii) User Obligations described above and (iv) G12’s Limitation of Liability described below. It is especially important that Users understand that the loss of internet connectivity, loss of power to their Softphone or failure to provide a current Registered Location could result in losing the ability to call 911 and that they must have an alternative method for call 911. G12 will provide 911 warning labels to Customer and Customer agrees to place the label on or near the Softphone that uses the Service.
3.8 Multi-story Offices or Campus. In a multi-story building be prepared to give the 911 Operator the floor You are on and the location within that floor (e.g., office number, break room, etc.). On a campus or in a multibuilding office-park, be prepared to give the 911 Operator Your exact location on the campus (e.g., cafeteria, gym, etc.) or office-park building number and location within that building.
4. Limitation Of Liability.
TO THE EXTENT PERMITTED BY LAW, YOU AGREE THAT IN NO EVENT WILL G12 OR ITS MEMBERS, DIRECTORS, OFFICERS, EMPLOYEES, CONTRACTORS, OR AGENTS (COLLECTIVELY “G12 PARTIES”) BE LIABLE FOR ANY DAMAGES WHATSOEVER, INCLUDING WITHOUT LIMITATION, DIRECT, INDIRECT, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES (COLLECTIVELY, “DAMAGES”) ARISING, DIRECTLY OR INDIRECTLY, FROM OR IN CONNECTION WITH ANY USE OF (OR INABILITY TO USE) THE SERVICE OR WITH ANY USE OF (OR INABILITY TO USE) EMERGENCY 911 OR E911 SERVICES IN CONNECTION THEREWITH. YOU ALSO AGREE TO RELEASE, DISCHARGE AND HOLD HARMLESS G12 PARTIES FROM ANY AND AGAINST ALL ACTIONS, LAWSUITS, CLAIMS, DAMAGES, JUDGMENTS, LIABILITIES AND EXPENSES, INCLUDING WITHOUT LIMITATION REASONABLE ATTORNEYS’ FEES, WHATSOEVER THAT YOU MAY OTHERWISE HAVE IN CONNECTION WITH THE USE (OR INABILITY TO USE) THE SERVICES (WHETHER BY YOU OR BY ANY OTHER PERSON) THAT ARE PROVIDED TO YOU UNDER THIS AGREEMENT (COLLECTIVELY, “CLAIMS”). TO THE FULLEST EXTENT PERMITTED BY LAW, YOU WAIVE YOUR RIGHT AND COVENANT NOT TO SUE FOR SAID CLAIMS AGAINST G12 PARTIES. G12 has no physical control over whether, or the manner in which, calls using our 911 Service are delivered by our underlying 911 provider or whether or if they are properly answered or addressed by any local emergency response center. Also, G12 relies on its underlying 911 provider and other third parties to route 911 Emergency calls to the proper emergency response center. ACCORDINGLY, YOU AGREE TO RELEASE, DISCHARGE AND HOLD HARMLESS G12 PARTIES FROM ANY AND ALL CLAIMS AND DAMAGES THAT DIRECTLY, INDIRECTLY OR ARISE OUT OF THE HANDLING OF SUCH CALLS BY ANY THIRD PARTY OR FOR ANY OTHER CONDUCT OF THE LOCAL EMERGENCY RESPONSE CENTER, THE PUBLIC SAFETY ANSWERING POINT OR OF THE NATIONAL EMERGENCY CALLING CENTER USED BY G12’S UNDERLYING 911 PROVIDER. BY USING THE SERVICES, YOU AGREE THAT G12 PARTIES WILL NOT HAVE ANY SUCH LIABILITY OR RESPONSIBILITY AND, TO THE FULLEST EXTENT PERMITTED BY LAW, YOU HEREBY WAIVE YOUR RIGHT TO BRING ANY CLAIM AGAINST G12 PARTIES, ARISING FROM OR IN CONNECTION WITH THE EMERGENCY 911 SERVICE, EXCEPT WHERE SUCH CLAIMS RESULT FROM G12’S (OR ITS EMPLOYEES’ OR AGENTS’) WILLFUL MISCONDUCT. FURTHERMORE, TO THE EXTENT PERMITTED BY LAW, YOU AGREE TO DEFEND, INDEMNIFY AND HOLD G12 PARTIES HARMLESS FROM ANY CLAIMS AND DAMAGES BROUGHT, ASSERTED OR THREATENED BY ANY THIRD PARTY AGAINST G12 PARTIES ARISING, DIRECTLY OR INDIRECTLY, FROM OR IN CONNECTION WITH ANY USE OF (OR INABILITY TO USE) THE SERVICE, INCLUDING WITHOUT LIMITATION, 911 AND E911 SERVICE, AND ANY OTHER CONDUCT REFERRED TO IN THIS SECTION UNLESS CAUSED BY G12’S (OR ITS EMPLOYEES’ OR AGENTS’) WILLFUL MISCONDUCT. YOU SHOULD NOT SIGN UP FOR THE SERVICE UNLESS YOU FULLY UNDERSTAND AND AGREE WITH THESE LIMITATIONS AND DISCLAIMERS. BY ENTERING INTO THIS AGREEMENT, YOU AGREE TO ASSUME THE RISK OF LOSING EMERGENCY 911 DIALING CAPABILITIES AND CONSENT TO THE DISCLOSURE OF YOUR TELEPHONE NUMBER AND OTHER IDENTIFYING INFORMATION TO EMERGENCY 911 AUTHORITIES AS G12 DEEMS NECESSARY IN ITS SOLE OPINION AND DISCRETION.
5. Customer Acknowledgment.
By signing this 911 Disclaimer, Customer acknowledges and agrees to the VoIP Service 911 and E911 limitations, Customer Obligations and G12 Parties limitations of liability described above. In addition, Customer agrees that, prior to use of any G12Services, all Users of G12 Services have been made aware of the VoIP Service 911 and E911 limitations and Customer Obligations AND will ensure that all Softphones have the 911 label attached to or near all of the Softphones using G12 Services. Customer agrees to obtain an acknowledgment from each User of G12 Services of the VoIP 911 and E911 limitations and to forward such acknowledgment to G12. G12 reserves the right to not provide the Service to You until G12 has received your signature below. If You have questions, please contact us at support@G12com.com.
