VoIP Service Policy

E911 Disclosure

VoIP Service Policy and E911 Disclosure

Effective Date: 10/29/2024
Last Updated: 10/29/2024

This VoIP Service Policy outlines the terms, conditions, and limitations related to ISTN’s VoIP services, including E911 emergency services, phone number collection, and data privacy practices.

  • Overview of VoIP Services

    • ISTN provides cloud-based VoIP solutions, including:

    • Call management, voicemail, and conferencing features.
    • Voicemail-to-email and softphone applications for remote users.
    • International calling services, subject to applicable laws and service plans.

    Our VoIP services rely on stable internet connectivity and are subject to the limitations outlined in this policy.

  • E911 Emergency Services Disclosure

    • What is E911?

      • E911 (Enhanced 911) routes emergency calls to the appropriate Public Safety Answering Point (PSAP), delivering location and callback information to emergency responders.

    • Limitations of E911 Services

      • While ISTN strives to provide reliable emergency services, the following limitations apply:

      • Power outages or internet disruptions may prevent E911 calls from being completed.
      • Users must update their registered address if they move their VoIP device, or emergency responders may receive inaccurate location data.
      • Maintenance, outages, or third-party network issues may cause temporary unavailability of services.

  • User Responsibilities for E911 Compliance

    • Address Registration:

      • Users must register their current service address and notify ISTN of any changes to ensure accurate location information for E911.

    • Backup Communication Channels:

      • We recommend users maintain an alternative communication method (e.g., mobile phone) to ensure reliable emergency access in case of service interruptions.

    • Acknowledgment of E911 Limitations:

      • Users must acknowledge the limitations of E911 services upon activating VoIP services.

  • Phone Number Collection and Data Use Disclaimer

    • Collection of Phone Numbers

      • As part of providing VoIP services, ISTN collects and stores customer phone numbers and associated call metadata (e.g., call duration, timestamps). This data is essential for:

      • Configuring call routing and number portability.
      • Facilitating voicemail and forwarding services.
      • Ensuring E911 compliance for emergency services.

    • Use of Phone Numbers for Business Purposes Only

      • Phone numbers collected are used solely for business operations, such as account setup, billing, and service management.
      • ISTN does not sell or share phone numbers with third-party marketers. We may, however, share phone data with trusted partners (e.g., VoIP service providers) strictly for service delivery.

    • Data Privacy and Protection

      • ISTN is committed to protecting customer data in accordance with our Privacy Policy.
      • All phone numbers and related information are stored securely using encryption and access control mechanisms to prevent unauthorized access.
      • Customers may request access, correction, or deletion of their data at any time by contacting ISTN Support.

  • Service Availability and Performance

    • ISTN aims to provide high-quality, uninterrupted VoIP services, but performance may depend on:

    • Internet service providers (ISP) and customer-side network conditions.
    • Third-party service providers integrated into our VoIP platform.

      • We offer monitoring and support to troubleshoot service issues and minimize disruptions.

  • Limitation of Liability for E911 Services

    • ISTN is not liable for:

    • E911 call failures due to internet outages, power interruptions, or user errors.
    • Inaccurate location information if the user fails to update their service address.
    • Delays or issues caused by third-party network providers or PSAPs.

      • Our liability is limited to the amount paid for VoIP services in the prior six (6) months.

  • Acceptable Use of VoIP Services

    • All users must comply with ISTN’s Acceptable Use Policy (AUP), which prohibits:

    • Spam calling, spoofing, and fraudulent activities.
    • Unauthorized international calling or abuse of call forwarding services.
    • Tampering with VoIP equipment without ISTN authorization.

    Violation of the AUP may result in service suspension or termination.

  • Changes to This Policy

    • ISTN reserves the right to modify or update this policy at any time. Notice of significant changes will be provided through email notifications or posted on our website. Continued use of the service after such updates constitutes acceptance of the revised policy.

  • Contact Information

    • For questions or concerns about our VoIP services, E911 limitations, or data privacy practices, please contact us:
    ISTN Support Team
    Email: [email protected]
    Phone: 3059449611
    Address: 3015 N Ocean Blvd. Ste. C124 Fort Lauderdale FL 33308