911/E911 Disclosure

1. Why this matters

Pylon’s phone service is internet calling, also called Voice over Internet Protocol (VoIP). 911 works differently with internet calling than with a traditional landline. This page explains when 911 may not work, or may not send the right location, and what you need to do. Federal rules (47 CFR 9.11) require us to tell every customer about these limits.

Please read this page, and share it with everyone who uses your phones.

2. When 911 may not work, or may not send the right location

A 911 call may fail, be delayed, reach the wrong 911 center, or arrive without your correct location if:

1. A device is moved. You move a phone, softphone or other device to a new room, building or address and don’t update its registered location.
2. A phone number isn’t native to the device’s location. For example, the number has an area code from somewhere else. 911 calls are routed using the location registered for the phone, so an accurate location matters even more.
3. The internet or a network is down. Your internet service, your local network or our network has an outage or is congested.
4. The power is out. Desk phones, network switches, routers and modems need power. Without battery backup or another power source, they stop working during a power outage, and so does 911.
5. Location updates are delayed. When you add or change a location, it can take time to load into 911 databases. Until it does, a 911 call may arrive with the old location or without a location.

3. Your dispatchable location

A dispatchable location is the street address plus the details responders need to find the caller, such as the building, floor and room.

• You set the location for each phone. Before service starts, enter an accurate dispatchable location for every device in the Pylon Admin Portal (https://portal.pswitch.net), or send it to us and we’ll enter it.
• Keep each location up to date. Update it in the Pylon Admin Portal, or contact us and we’ll update it for you.
• A location can include extra detail, such as a room number.
• Because updates can take time to reach 911 databases, update a location before you move a phone whenever you can.

4. Moving phones

Before you move a desk phone to a new room, building or address, update its location. After the move, check that the location on file is correct. Our 911 labels remind users to report moves to your IT team.

5. Power, internet and your network

• 911 won’t work during a power outage unless your phones and network equipment have battery backup, such as an uninterruptible power supply (UPS), or another power source. Battery backup works only as long as its charge lasts.
• 911 won’t work during an internet outage, or when your local network isn’t working.
• You manage your own network, internet service and power backup, so keeping them running is part of keeping 911 working. See our network requirements.
• Consider keeping another way to call 911 nearby, such as a mobile phone.

6. Softphones and mobile apps

Softphones (calling apps on a computer) and mobile calling apps can be used anywhere with an internet connection. They may not be able to send their current location automatically.

• Register the location where each softphone or app will be used, and update it whenever the user works from a different place.
• On a mobile phone, use the phone’s built-in dialer to call 911 when you can, rather than a calling app.
• When you call 911 from any device, tell the dispatcher where you are.
• If you aren’t sure how a particular app handles location, ask us before relying on it for 911.

7. Kari’s Law and RAY BAUM’S Act: who does what

Most school and office phone systems are “multi-line telephone systems” under federal 911 rules (47 CFR 9.16).

• Kari’s Law requires these systems to let anyone dial 911 directly, without a prefix such as 9, and to notify a designated person or place (such as the front office) when someone dials 911.
• RAY BAUM’S Act requires a dispatchable location to be sent with each 911 call.

Meeting these rules depends on both of us:

For notifications, choose email addresses that someone checks throughout the day, such as the front office, and consider adding a second person.

We help you set up these features, but some parts of your phone system are in your control. That’s why we can’t promise that your whole system meets these laws on its own. Please check your settings with us whenever you make changes.

8. What our services don’t do

• Texting 911. Texting through our services can’t reach 911. In an emergency, call 911.
• Life-safety lines. We don’t connect fire alarm panels, elevator emergency phones or other life-safety lines. Use equipment and lines listed for that purpose.

9. 911 warning labels

We provide 911 warning labels. Place one on or near each phone. The printable label sheet is in your onboarding packet, which you get before service starts, and you can ask us for more at any time.

Each label reads:

911 NOTICE — This phone uses internet calling. 911 may not work during a power or internet outage, or if this phone is moved. Location on file: ______. Report moves to IT.

Write the phone’s location on file in the blank.

10. Your acknowledgment

Every customer, new and existing, must confirm that it has read and understands these limits. We collect this confirmation from an authorized person at your organization before service starts, either when you sign your agreement or on a separate signed form. We keep a record of it.

The acknowledgment reads:

☐ I have read the 911/E911 Disclosure and understand that 911 service may be limited or unavailable in the situations it describes, including power or internet outages and moved devices. I will make sure our organization provides accurate locations and shares these limits with our users.

11. Tell your users, and test safely

• Share this disclosure with everyone who uses your phones, and include it in staff training.
• Teach staff to dial 911 directly, to tell the dispatcher where they are, and to stay on the line. If someone dials 911 by mistake, they should stay on the line and tell the dispatcher it was an accident.
• Please don’t call 911 just to test it. If you want to test, contact us first. A test call should be arranged in advance with your local 911 center so dispatchers know it isn’t a real emergency.

12. Questions

If you have questions about 911 or need to update a location, contact us:

• Phone: 888-958-3242
• Email: sales@pyloncomms.com
• Mail: Pylon Communications LLC, 548 Market St PMB 37344, San Francisco, CA 94104-5401
• Online: our contact form

Customers can also update locations in the Pylon Admin Portal (https://portal.pswitch.net), or use the support contacts in their agreement.