UK Emergency Calling Functionality

Last Updated: May 21, 2021

These UK Emergency Calling Functionality requirements ("UK Emergency Calling Requirements") will apply to Customer if Customer or an End User opts for UK Emergency Calling Functionality (as defined below). These UK Emergency Calling Requirements supplement the terms of the agreement between Customer and Twilio covering Customer’s use of the Services (“Agreement”).

1. Approved Services. Notwithstanding any prohibition against using the Services to contact Emergency Services (as defined below) in the Agreement, Customer may only use the Approved Services below to place voice calls using UK Emergency Calling Functionality, subject to Customer's compliance with these UK Emergency Calling Requirements and the applicable Approved Service Documentation below:

2. Definitions

“Emergency Services” means any organization or personnel providing a vital service relating to the safety of life in an emergency.

“Public Service Access Point” means a central call center where voice calls placed to a UK Emergency Number are first received for onward transfer to Emergency Services based on the Registered Emergency Address associated with a UK Approved Number placing such voice call.

“Registered Emergency Address” means the physical address that Customer is responsible for associating with each UK Approved Number.

“SIP” means Session Initiation Protocol, which is the signaling protocol used between Voice over Internet Protocol (VoIP) networks to establish, control, and terminate voice calls.

“UK Approved Number” means a United Kingdom geographic or national phone number assigned to Customer, on behalf of itself or an End User, by Twilio.

"UK Emergency Calling Functionality" means the functionality that allows a person to place voice calls to a UK Emergency Number from a UK Approved Number via the Approved Services.

“UK Emergency Number” means 112 or 999 emergency phone number.

3. Customer Obligations for UK Emergency Calling Functionality. Customer will: (a) use UK Emergency Calling Functionality in accordance with these UK Emergency Calling Requirements and the applicable Approved Service Documentation; (b) use and permit End Users to use only the Approved Services and UK Approved Numbers with UK Emergency Calling Functionality; (b) comply with applicable laws, regulations, and government requirements as it relates to the use of UK Emergency Calling Functionality; (c) inform End Users about (i) these UK Emergency Calling Requirements, including, without limitation, the limitations set forth in Section 5 (UK Emergency Calling Functionality Limitations) and (ii) the difference between UK Emergency Calling Functionality and placing voice calls to Emergency Services over a traditional wireline or wireless telephone service; (d) properly configure UK Approved Numbers to receive inbound voice calls in order to receive them from a Public Service Access Point and Emergency Services; (e) not block and ensure its End Users do not block UK Approved Numbers on any device used when placing voice calls using UK Emergency Calling Functionality; and (f) make and ensure its End Users make their UK Approved Number(s) available in the From/P-Asserted-Identity SIP headers of an incoming SIP request.

4. Registered Address Obligations. Customer will provide Twilio, via Customer’s account or the Twilio application programming interface (API), a Registered Emergency Address for each UK Approved Number. Twilio will provide such Registered Emergency Address to a centralised database for addresses to be utilised by a Public Service Access Point and Emergency Services. UK Emergency Calling Functionality will be available to Customer once a Registered Emergency Address for each UK Approved Number is registered in such centralised database. Customer is solely responsible for ensuring each Registered Emergency Address (a) is and remains current, valid, accurate, and correctly associated with a UK Approved Number and (b) includes sufficient information to enable Emergency Services to locate Customer or an End User (e.g., floor number on which Customer or an End User is located if a Registered Emergency Address is of a multi-story building) that placed the voice call to a UK Emergency Number.

5. UK Emergency Calling Functionality Limitations. The UK Emergency Calling Functionality may not be operable if (a) Customer, an End User, or the site from which a voice call is placed using UK Emergency Calling Functionality experiences power or internet issues or outages; (b) there is a failure, malfunction, or incompatibility of Customer’s or an End User’s equipment, software application, or services; (c) there are issues or outages with telecommunication providers’ networks; (d) there are routing issues once a voice call to a UK Emergency Number has left Twilio’s network; or (e) the Approved Services are suspended arising from Customer’s breach of the Agreement or these UK Emergency Calling Requirements (collectively, “Inoperative Events”). IF CUSTOMER IS NOT COMFORTABLE WITH ANY INOPERATIVE EVENT, TWILIO RECOMMENDS THAT CUSTOMER SELECTS AN ALTERNATIVE METHOD TO CONTACT, AND ALLOW END USERS TO CONTACT, EMERGENCY SERVICES.

6. DISCLAIMER. NEITHER TWILIO NOR ITS REPRESENTATIVES WILL BE LIABLE UNDER ANY LEGAL OR EQUITABLE THEORY FOR ANY CLAIM, DAMAGE, OR LOSS (AND CUSTOMER WILL HOLD TWILIO HARMLESS AGAINST ANY AND ALL SUCH CLAIMS, DAMAGES, OR LOSSES) ARISING FROM OR RELATING TO (a) CUSTOMER’S FAILURE TO PROVIDE THE CURRENT, VALID, AND ACCURATE REGISTERED EMERGENCY ADDRESS FOR EACH UK APPROVED NUMBER IN THE REQUISITE FORMAT; (b) THE USE OF UK EMERGENCY CALLING FUNCTIONALITY WITH (i) ANY SERVICES THAT ARE NOT APPROVED SERVICES OR IN A MANNER THAT IS NOT CONSISTENT WITH THE APPLICABLE APPROVED SERVICE DOCUMENTATION OR (ii) PHONE NUMBERS THAT ARE NOT UK APPROVED NUMBERS; OR (c) UK EMERGENCY CALLING FUNCTIONALITY THAT IS NOT OPERABLE DUE TO ANY INOPERATIVE EVENT.