E911 Terms and Disclosures

Last Updated: August 1, 2025

These E911 Terms and Disclosures are incorporated by reference within and supplement your terms of service with Ooma, Inc. (“Ooma”). They contain important information concerning the limitations of E911 service and possible circumstances that may impair your access to E911 service. Any terms not defined in these E911 Terms and Disclosures have the meaning ascribed to them in the terms of service applicable to you.

1. How it Works. When you dial 911 from a device used with Ooma Services (an “Ooma device”), the Ooma phone number and the registered address that Customer has provided to Ooma is sent to the local emergency center serving the location of your registered address. This enables emergency operators to send help and call the Customer back, if necessary (“Enhanced 911 Service”). However, Ooma does not control whether the emergency operator has the ability to receive and/or see Customer’s telephone number and address. Customers residing in areas where their local emergency center is not equipped to receive the Customer’s telephone number and/or address have what is called “Basic 911 Service.” Customers should always be prepared to provide the emergency operator with their telephone number and location. Until the Customer provides that information to the emergency operator, the emergency operator may not be able to dispatch help or return the Customer’s call if the call is dropped or disconnected, or if the Customer is unable to speak. As local emergency centers become capable of receiving Customer’s address and call back information, Ooma will automatically upgrade customers with Basic 911 service to Enhanced 911 Service. Ooma will not provide notice of the upgrade.
2. No Access to Enhanced or Basic 911 Service. Certain Customers do not have access to either Enhanced 911 Service or Basic 911 Service. Emergency calls from such Customers are sent to a national emergency call center. This center will ask the Customer for their name, telephone number, and location and then contact the local emergency center to send help. Circumstances requiring 911 calls to be sent to the national emergency call center include: (i) when there is a problem validating a Customer’s address; (ii) the Customer is identified with an international location; or (iii) the Customer is located in an area that is not covered by the 911 network. Until Customer provides its number and location, the emergency call center may not be able to call back or dispatch help if the call is disconnected.
3. 911 Calls from Desktop or Softphone App. EMERGENCY CALLS CANNOT BE PLACED THROUGH SOFTPHONES THAT ARE NOT 911-ENABLED. If Customer uses a Desktop or Softphone app, 911 calls will be routed to the local emergency center serving the location associated with the Customer’s app. If Customer is using the app nomadically (from a hotel, from a home office, etc.), Customer must update the 911 location on an ongoing basis to ensure that 911 calls are sent to the appropriate local emergency center for the Customer’s current location.
4. E911 Service Fees. Customers are required to subscribe to the E911 Service and will be subject to monthly fees (the “E911 Service Fees”), which are in addition to any applicable state 911 tax based on Customer’s service address and in addition to the applicable service fees for the associated line(s). If the E911 Service Fees are not paid, the emergency communications district in Customer’s jurisdiction may seek to collect such amounts from Customer directly. Ooma reserves the right to adjust its E911 Service Fees.
5. Registered Location Required. Ooma assigns all extensions and Ooma devices to the physical street address on file for the Customer. Prior to activation, Customer shall: (i) register with Ooma all additional 911 locations where the Services are to be used; and (ii) assign each Ooma device to one of the registered 911 locations. One extension may have multiple Ooma devices, and each such Ooma device needs to be assigned a 911 location. Failure to register a 911 location may result in the suspension or termination of Services. Customer may register multiple 911 locations per account and assign all active extensions and Ooma devices to such 911 locations. Individual End Users may assign and re-assign their current location(s) on an as-needed basis. Customer must ensure that the physical location(s) provided to Ooma are correct and immediately update the location(s) when Ooma device locations change. Customer must instruct each End User to notify Customer immediately each time such User changes their location. You will be liable for any charges incurred by Ooma due to your failure to provide accurate 911 locations. Customer will promptly assist Ooma in validating a 911 location address that has been rejected by the 911 provider. Ooma may terminate the account if Ooma is unable to validate a Customer’s address. Physical location(s) may not be a P.O. box, mail drop or similar address.
6. Address Changes. If you are an Ooma residential phone service customer, you may update your primary location by logging into your online account or contacting a member of our customer support team at 1-888-711-6662 during working hours. For purposes of 911 Dialing, you may only register one location at a time for each piece of Equipment. Ooma reserves the right to charge you for penalties that we incur when your 911 calls are sent to the national emergency call center because you failed to register your Equipment’s physical location, and/or when 911 response personnel are sent to the wrong address because you have not updated your physical location.
7. Use of Service Outside United States or Canada. 911 service is available only in the U.S.A. (including D.C. but excluding U.S. territories) and Canada. Customer shall notify all users of Ooma services (including all colleagues, employees, invitees, guests and others present at the physical location) that 911 may not be available outside the United States and Canada.
8. Mobile Applications. 911 emergency calls cannot be made from any Ooma mobile application (each a “Mobile App”). TO ENSURE PROPER CALL ROUTING, WHEN MAKING 911 CALLS WITH YOUR MOBILE DEVICE, YOU SHOULD MAKE SUCH CALLS USING YOUR CELLULAR CONNECTION AND NETWORK THROUGH YOUR CELLULAR PROVIDER.
9. Power Failure or Disruption. Emergency dialing will not function during a broadband, power, or ISP Service disruption. If there is an interruption in the power supply or other power failure, the Services and emergency dialing will not function until power is restored and may require Customer to reset equipment before making 911 calls. YOU ARE RESPONSIBLE FOR PROVIDING UNINTERRUPTED AC POWER AND BACKUP POWER TO THE EQUIPMENT. ANY POWER INTERRUPTION MAY RESULT IN A LOSS OF SERVICE INCLUDING 911 SERVICE.
10. Service Suspension or Termination by Ooma. A Services outage or suspension (including those due to billing issues or delinquent payment) or termination of Services by Ooma will prevent all calls from being made through the Services, including 911 calls.
11. Backup. It is Customer’s responsibility to determine how to meet Customer’s emergency calling needs and to provide access to emergency calling services (such as maintaining a conventional landline phone or wireless phone as a backup). If you have a landline connected to your Equipment, 911 will be directed through your local telephone service line provided by your local telephone service company. In such case, your 911 calls will be handled by your local telephone service company, not by Ooma.
12. Automated Number Identification. Due to limitations at public-safety answering points (“PSAP(s)”), it may not be possible for the PSAP and the local emergency personnel to identify Customer’s telephone number (or the number assigned by Ooma) when Customer dials 911 to call Customer back if a call cannot be completed, is dropped or disconnected, or if a caller is unable to speak, and/or if the Services are not operational for any reason.
13. Labels. Customer agrees to notify any user or potential user of the Services of the 911 limitations described herein. Customer agrees to place a label on and/or near each telephone or other Equipment on which the Services may be utilized regarding the limitations or unavailability of 911 emergency dialing.
14. 911 Alerts. The 911 Alerts feature is available in certain residential service packages and is subject to the restrictions and limitations of the 911 Dialing services as described herein. To use the 911 Alerts feature, subscribers with access to E911 Dialing must: (i) select the option to enable 911 Alerts in the Preferences tab in your My Ooma Account; (ii) enter up to three e-mail addresses or mobile phone numbers (the “Alert Contacts”) into the 911 Alerts area of the “My Ooma” online control panel; (iii) save the changes; and (iv) test the 911 Alerts to make sure the service works for you. You may also enter a custom message that will be included in the alert, but in any event the alert message is limited to 256 characters. YOU UNDERSTAND AND AGREE THAT OOMA IS NOT RESPONSIBLE, AND DISCLAIMS ALL LIABILITY FOR, RELATED TO, OR ARISING OUT OF, YOUR FAILURE TO (I) ENABLE THE 911 ALERT FEATURE, (II) ENTER IN THE CORRECT INFORMATION FOR THE ALERTS CONTACTS, OR (III) TEST THE 911 ALERTS SERVICE. Do not test the 911 Alerts feature by dialing 9-1-1, as this will trigger a call to your local emergency dispatch center. To test the 911 Alerts feature, use the Equipment to dial 6-1-1. You will hear a recorded message that tells you that a test call has been placed. Your Alert Contacts should then check their e-mail inbox and/or phone to make sure the alert was sent and received properly. Double-check that the address included in the alert is up-to-date. By using the 911 Alerts feature, you authorize us to send e-mails and text messages to your Alert Contacts. YOU UNDERSTAND AND AGREE THAT YOUR MOBILE CARRIER, AND THE MOBILE CARRIER(S) OF YOUR ALERT CONTACTS, MAY APPLY ADDITIONAL CHARGES TO SEND AND RECEIVE TEXT MESSAGES. In the event an Alert Contact experiences a power failure or disruption, outage of Internet service or mobile telephone service, or any other disruption, the 911 Alerts will be delayed or never received by that Alert Contact.
15. 911 Disclaimers; 911 Limitation of Liability. YOU ARE SOLELY RESPONSIBLE FOR ENSURING THAT YOUR USE OF THE EQUIPMENT AND SERVICE MEETS ANY APPLICABLE REGULATORY REQUIREMENTS, INCLUDING BUT NOT LIMITED TO THOSE APPLICABLE TO FIRE PANELS. OOMA SPECIFICALLY DISCLAIMS ANY AND ALL LIABILITY ASSOCIATED WITH 911 OR E911, INCLUDING WITHOUT LIMITATION FOR A) THE E911 SERVICE LIMITATIONS DESCRIBED IN THESE DISCLOSURES; B) ANY SERVICE, POWER, OR NETWORK OUTAGES; C) FAILURES OF ANY THIRD PARTIES, INCLUDING 911 CALL CENTERS AND EMERGENCY RESPONDERS; D) DEFECTIVE OR MISCONFIGURED EQUIPMENT; E) NETWORK CONGESTION; F) THE SIMULTANEOUS USE OF ONE LINE WITH MULTIPLE PIECES OF EQUIPMENT; G) USE OF NONNATIVE PHONE NUMBERS; H) FAILURE OF EQUIPMENT TO RECEIVE CALLBACKS FROM EMERGENCY SERVICE PERSONNEL; OR I) ANY FORCE MAJEURE EVENT. CUSTOMER AGREES THAT THIS LIMITATION OF OOMA’S LIABILITY IS A REASONABLE AND MATERIAL TERM TO THE AGREEMENT AND THAT OOMA WOULD NOT ENTER INTO THE AGREEMENT WITHOUT IT.