911 ACCESS CAPABILITY ACKNOWLEDGEMENT
As a Voice Over Internet Protocol (VoIP) customer, SunStream Networks, LTD will be providing communications services to your company using Voice over Internet Protocol (VoIP) technology. Some companies were offering communications services using VoIP technology to consumers without adequately ensuring that consumers can use 911 services. For this reason, the Federal Communications Commission (FCC) now requires all VoIP providers to inform their customers of any differences between the offered 911 access capability and the capabilities available with traditional telephone services. Each customer must sign and return an acknowledgement of those differences before they can receive service. You may obtain a copy of the FCC’s requirements at http://www.fcc.gov/eb/Public_Notices/DA-05-2945A1.html
911 services may be provided everywhere SunStream Networks can port numbers. If SunStream Networks is unable to port numbers then they will notify their client immediately and will work with them to do a POTS/PRI line to a gateway OR advise them of the need of a POTS line for 911 services.
Ensuring Your Business is Safe – Differences for Broadband 911
Below are some steps you should take to ensure 911 is available to your business regardless of whether your services are delivered via VoIP or over a broadband connection without VoIP.
Provide for back-up power
- If power is lost at your facility, all communications over a broadband Internet connection will be interrupted, including 911 service. An uninterrupted power supply (UPS) can mitigate this issue and we urge you to provide a backup power supply to ensure continued operation of your equipment. During a loss of power, the UPS will be engaged, thereby protecting your ability to access 911.
Protect your broadband connection and equipment
- Do not disable, tamper with or attempt to move your integrated access device (IAD) to a location other than the location at which you indicated to SunStream Networks you would use the IAD. Additionally, ensure that your “communications closet” is in a secure location, thus reducing the opportunity for someone to accidentally disrupting your broadband connection or damage your phone equipment. As with any services provided over a broadband connection and, unlike traditional telephone services, your broadband connection must be in place for you to contact 911. Please take necessary measures to prevent a broadband connection disruption through accidental disruption, service suspension for nonpayment, or any other reason, and arrange for alternate means such as an analog line for accessing 911 in those circumstances. SunStream Networks will also do its best to ensure that you do not experience any broadband outages but SunStream Networks is required to apprise you that such outages are possible and will affect 911 services.
Make sure you give SunStream Networks your correct services address
- For 911 services to work for either traditional telephone service or VoIP, you must ensure that you always advise SunStream Networks of your current address for service. If you wish to move to a new service address, please contact our Technical Support team at 415-962-1587 or email techsupport@sunstreamnetworks.com. Otherwise, emergency personnel could be dispatched to an incorrect address, or not dispatched at all.
Because you may not be able to access 911 emergency services under the circumstances described above you should ensure that you have some alternate means of contacting 911 emergency services, like an analog line or a cellular phone. In addition, you should inform anyone using your VoIP service that they may have to use an analog line, cellular phone or some alternate means to contact 911 emergency services. To assist you in this, SunStream Networks will provide you with stickers describing the limitations on 911 availability, which you should place on or near the equipment used to access VoIP.
At SunStream Networks, we understand your communications are critical to your business. We appreciate your entrusting SunStream Networks to provide service to you. If we can be of assistance with 911 or any matter related to your SunStream Networks service, please contact our Technical Support team at 415-962-1587 or email techsupport@sunstreamnetworks.com.
