This Emergency Services Policy is part of the Greetwise Terms of Service and applies to all use of Greetwise phone numbers and related telephony features.
1. Important Limitations
Greetwise provides IP-based / virtual telephony services that differ significantly from traditional landline telephone service. Emergency calling (including 911 in the United States and equivalent numbers elsewhere) is subject to important limitations and may not function the same way, or at all, under certain conditions.
You must not rely on Greetwise as your sole or primary means of reaching emergency services. Always maintain an alternative method (cellular phone, traditional landline, etc.).
2. Registered Location Requirement
Before activating or using a Greetwise telephone number for calling, you (or the Account Administrator) must provide and maintain an accurate physical street address (and, where required, additional dispatchable location information such as suite, floor, or room) associated with that number or endpoint (“Registered Location”).
- Emergency calls are generally routed based on the Registered Location, not the caller’s actual real-time geographic location.
- You must update the Registered Location immediately whenever the primary location of use changes (via the dashboard, app, or by contacting support).
- Failure to provide or update accurate location information may result in emergency responders being dispatched to the wrong location, delayed response, or inability to locate the caller.
3. How Emergency Calls Work
When a user dials 911 (or the local emergency number) from a supported Greetwise endpoint:
- The call is routed to the appropriate Public Safety Answering Point (PSAP) or emergency authority based on the Registered Location and applicable regulations.
- A callback number and the Registered Location information are intended to be provided, subject to technical and network limitations.
- On certain devices or configurations (e.g., softphones, mobile apps, or when using Wi-Fi only), calls may be redirected to the device’s native dialer or may not complete.
Availability and exact routing vary by country and configuration. Emergency services may be limited or unavailable in certain countries or for certain number types.
4. Circumstances in Which Emergency Calling May Fail or Be Limited
Emergency calling may not work or may be delayed in the event of:
- Internet or power outage at the location or on the network.
- Service suspension, termination, or network congestion.
- Use of the number outside the country or region associated with the Registered Location.
- Inaccurate, incomplete, or outdated Registered Location.
- Use of unsupported devices, soft clients, or configurations.
- Travel or temporary relocation without updating the Registered Location.
- Other technical or third-party limitations beyond our reasonable control.
5. Your Responsibilities
- Register and keep current accurate location information for every applicable number/endpoint.
- Inform all users, employees, and persons who may use the Services of these limitations and of the need for alternative emergency access.
- Affix any warning stickers or notices we provide (or that are required by law) in a visible location on equipment.
- Be prepared to verbally provide your exact location and callback number to the emergency operator.
- Do not disconnect an emergency call until instructed to do so by the operator.
- Test emergency calling only in accordance with any guidance we provide and local rules (never make false emergency calls).
6. No Liability for Emergency Services
To the maximum extent permitted by law, Zaling, its affiliates, officers, employees, agents, and providers shall have no liability for any claim, damage, loss, or injury arising out of or related to:
- Inability to access or complete emergency calls.
- Incorrect, delayed, or incomplete transmission of location or callback information.
- Acts or omissions of emergency responders, PSAPs, or third-party carriers.
- Your failure to maintain accurate Registered Location information or to notify users of limitations.
- Any other limitation described in this Policy.
You agree to indemnify and hold Zaling harmless from claims arising from the above.
7. Updates and Additional Information
We may update this Policy from time to time. Continued use of the Services after posting constitutes acceptance. For questions or to update location information, contact support through the Greetwise dashboard or at contactus@zaling.com.
By using Greetwise telephone numbers or related features, you acknowledge that you have read, understand, and agree to this Emergency Services Policy.
Zaling Corporation
Email: contactus@zaling.com