TXT29-1-1 Power Service Guide

TXT29-1-1 Power Service Guide
TXT29-1-1® Power Service Guide
Version 2016.10.18
Contents
1.
Introduction........................................................................................................................................ 1
2.
Service Overview .............................................................................................................................. 1
3.
4.
5.
2.1.
Service Solution Description for Power ..................................................................................... 1
2.2.
Service Features ....................................................................................................................... 1
2.3.
Customer Program Support ...................................................................................................... 3
2.4.
Data Transport .......................................................................................................................... 4
2.5.
Customer Provided Public Internet ........................................................................................... 7
2.6.
TXT29-1-1 Failover Protection .................................................................................................. 8
Severity Levels .................................................................................................................................. 8
3.1.
Severity Level 1 ......................................................................................................................... 8
3.2.
Severity Level 2 ......................................................................................................................... 8
3.3.
Severity Level 3 ......................................................................................................................... 9
3.4.
Severity Level 4 ......................................................................................................................... 9
3.5.
Onsite Response Time Goals ................................................................................................... 9
Responsibility Matrix ......................................................................................................................... 9
4.1.
West Responsibilities .............................................................................................................. 10
4.2.
Customer Responsibilities ....................................................................................................... 10
Service Limitations and Disclaimers ............................................................................................... 11
W EST SERVICE GUIDE-TXT29-1-1 POWER
1. Introduction
This service guide describes West’s TXT29-1-1 Power service (the “Service”). The Service is a solution
offering emergency delivery of SMS to the short code 9-1-1 over an Internet Protocol (“IP”) network.
Emergency text messages, initiated from all Carriers requested by the PSAP within the PSAP jurisdiction,
are routed to the public safety agency (“Customer”) using text initiator cell sector location and displayed
on the Power 911® screen at the call taker positions. Thereafter call takers may engage in a text dialogue
with the caller to establish the nature of the emergency and dispatch accordingly.
Supporting the Service is Internet Transport Services (“ITS”) or West’s A9-1-1 Routing service for Text
delivery to the Customer. ITS provides managed edge devices and a secure VPN over Customer
provided Internet between the PSAP and the West Data Center to support the Service. Similarly, the
West A9-1-1 Routing service can be used to establish equivalent connectivity.
2. Service Overview
2.1. Service Solution Description for Power
Service enables the Customer’s call taker (“End-User”) to receive and respond to an emergency service
request using an SMS text message. The Service provides a messaging gateway, routing services, and a
communications interface for emergency service requests sent via SMS text message to 9-1-1.
West’s Text Control Center (“TCC”) is able to simultaneously process, route, and track emergency text
dialogues for multiple Service customers. On receipt of a new SMS message a session is established
between the TCC and Power 911 workstation with a visual indication on the workstation that there is a
new text message. An available End-User selects the TEXT button to answer the request and to send
and receive text messages with the text initiator (“TI”), referred to as a text dialogue.
2.2. Service Features
Service includes the following features:
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Visual alert to End-User that an emergency text message has arrived
Ability to accept, complete, and place in queue any incoming text messages
Pre-loaded and configurable messages to make responses quick and efficient
End-User may respond to a text message while on a voice call, if they so choose
Ability to display TI location as an in band message
Ability to automatically failover to a back-up PSAP if connectivity to the primary PSAP is lost or
text equipment at the PSAP fails
Log retention of text dialogues
Back-up/Failover
External Transfer
Location Update
2.2.1.
Internal Transfer
TCC now supports a variety of “in-band” commands that can be sent by the PSAP to invoke certain
feature-specific actions on the TCC. Transfer is initiated utilizing the #T command.
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Allows 2 PSAPs to correspond privately utilizing the #P command
Conference in another PSAP
Transfer text dialog to another PSAP
Upon a PSAP transfer the LAST known location is forwarded, in the initial message.
Airbus Vesta CPE PSAPs utilize their own transfer ability and not this in-band TCC command.
Their internal transfer ability is developed within their own software.
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2.2.2.
External Transfer
External PSAP transfer extends the existing transfer function utilizing the same #T command to prompt a
transfer
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External PSAP transfer allows for transfer of TXT29-1-1 dialogs to PSAPs using a different
TXT29-1-1 TCC provider, other than West.
In order to utilize the external transfer function the PSAP must be West text enabled.
The PSAP receiving the transfer does not need to be West text enabled.
External transfer operates like the internal West PSAP transfer functionality.
Upon text enablement with West, key words will be established for selected PSAPs to support
transfer.
2.2.3.
Back-up/Failover
Back-up/Failover allows for a PSAP to designate an alternate PSAP to receive their TXT29-1-1 messages
if the PSAP does not answer a text within 30 seconds. This is an optional service.
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Designation of a primary and secondary PSAP
Messages continue to try the primary
Route to secondary after 30 seconds if no answer (this is a universal setting, non-configurable)
2.2.4.
Location Update
TCC allows the special command, called the “locate command”, to obtain updated location information of
an emergency texter. Specific keywords provide the PSAP call taker with the ability to request a location
update for an active dialog.
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#L is the command used by the PSAP call taker.
Upon a PSAP transfer, the LAST known location is forwarded in the initial message.
2.2.5.
Media Delivery Configurable by Carrier & PSAP
Media and media notifications are available to PSAPs that opt-in for receipt. The PSAP will opt-in or out
at the time of requesting service. A project is underway to address the PSAPs that are already text
enabled that want to establish MMS delivery in the below outlined method.
How it works:
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PSAPs pre-configure three email addresses where TCC will auto-send media files. This removes
the need for PSAPs to call West to retrieve their media files.
PSAPs can have the ability to choose whether they would like to receive MMS files or not. The
default, upon deployment, is set to not send MMS. If the PSAP chooses to shut MMS off after
opting in, they need to put in a ticket with the help desk for Mobility Sys Admin.
If the PSAP call taker does not have immediate access to the pre-configured mailbox(es)
receiving the media files, an in-band command can be initiated to have the media sent
immediately to an email of their designation ex. #email Janedoe@psap.com. The PSAP policy
will dictate if the call takers utilize this command.
A PSAP will be able to transfer media files to another PSAP. Example- If PSAP A initiates a
transfer to PSAP B as long as PSAP B elects to receive media, the files are transferred. If PSAP
B has opted out of receiving media files, they will remain logged at PSAP A.
Group MMS messaging is not available. Example: The texting party is having a heart attack and
text messages 9-1-1 and their spouse. The message will go through to 9-1-1. It is the
responsibility of texting application provided by the carrier to manage this situation, NOT TCC.
MMS size limitations are based on what the carrier can accept. The default is set to 5MB which is
the largest carrier requirement encountered to date. If this increases in the future, we can scale to
the increased limits required by the carrier.
If a carrier does not deliver MMS to a PSAPs jurisdiction that PSAP cannot accept MMS from that
carrier.
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MMS plain text is delivered to the PSAP in its original state uninterrupted. If non-text MMS media
is received and the PSAP is not prepared or has not opted in to receive MMS, the non-text media
is not sent to the PSAP and a message is sent to the texting party informing them that the image,
video, audio, etc. was not delivered to the PSAP.
2.3. Customer Program Support
Customer designates operations contact to act as the Customer’s project lead for this agreement. The
Customer’s project lead works with the West program manager to:
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Assist with the coordination of West and Customer technical resources
Coordinate Customer’s technical resources for planning and design and requirements definition
Reporting and verify problems related to the service
Facilitate ongoing communications with West
Assign appropriate Information Technology (“IT”) Personnel and experienced End-Users at each
PSAP who understand the overall impact of the transition of the 9-1-1 systems
Customer to provide ongoing resource for end-to-end testing of the Service
Note: This activity may include West and the Customer’s appropriate technical and operational groups to
assure a solid understanding of the network architecture, data exchange procedures, PSAP needs,
standard operational procedures, and services as designed for the Customer.
West will provide 24 hour per day operational support for the Service. West will provide appropriate
contact information to Customer. West is dependent on the Customer to provide timely and accurate
information to resolve problems.
West will provide one training session on the service. Training will be “train-the-trainer” format, which will
enable Customer to train new End-Users. Customer and West will mutually agree on the training
schedule.
Customer will identify personnel and work with West to schedule training.
2.3.1.
Service Daily Operational Support and Escalation Procedures
West will provide daily operational support to the extent outlined in the service order for the Customer.
West will provide appropriate contact information to Customer. West is dependent on the Customer or
Customer’s PSAP to provide timely and accurate information to resolve problems. Failure of providing
timely and accurate information to West will impair the ability to resolve escalated incidents.
2.3.2.
Subpoena Compliance
West will reasonably comply with requests made by Customer for specific subpoena-related audit record
data. West can accommodate most requests within five business days, provided that the request contains
the full call back number (Wireless Text call), PSAP name, and a specific date and time. Requests for
data that are vague or require extensive research will not be processed until additional detail is provided
by the Customer.
Requests that require extensive research will be subject to additional charge.
2.3.3.
System Audit Records
West will store system audit logs for the West systems involved in 9-1-1 text processing. For example:
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Text Service Transcripts
West stores system audit logs for minimum one year. West can provide pricing for data recovery past the
service order term, on request.
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2.4. Data Transport
2.4.1.
A9-1-1 Routing Service for Text Delivery
Customers utilizing West’s A9-1-1 Routing Service can leverage their existing transport to facilitate
Service delivery to the PSAP. The point of demarcation for the Customer A9-1-1 service connectivity is
the same as described in the diagrams provided below.
2.4.2.
ITS Service Overview
Supporting the Service is ITS or West’s A9-1-1 Routing Service for Text delivery to the Customer. ITS
monitors the Service over managed edge devices and a secure VPN through a Customer provided
Internet connection between the Customer and the West Data Center.
ITS routers are deployed in either single-router or dual-router architecture. Each ITS router is dual-homed
to geographically-redundant POPs within the West ESInet. All application connectivity will traverse a
device with border-control functionality (“BCF”) to reach elements within the West ESInet such as the
TCC for delivery of West’s Integrated Service as shown in Figure 1.
Figure 1: TXT29-1-1- High Level Diagram
ITS is deployed in one of three configurations:
a. Host-Remote/Multi-node/ESInet
b. Standalone PSAP with shared use public IP connection (non-Isolated)
c. Standalone PSAP with dedicated public IP connection (Isolated)
2.4.3.
Service Use Cases
The only supported use case for ITS is the West Service.
2.4.4.
Host-Remote/Multi-node/ESInet Requirements
The Host-Remote/Multi-node/ESInet architecture is suited for PSAPs or host sites which are part of larger
deployments (host/remote, multi-node, etc.). Use this option when ITS routers will be deployed at multiple
sites within the Customer’s PSAP network/ESInet and dynamic cross-site failover is required. This design
requires the Customer to purchase routers/firewalls if they do not have them already (they should have
them if they are running a host/remote or multi-node setup). This option also meets i3 best practices
(assuming the Customer-managed router/firewall serves as a BCF device).
In this design, routing between ITS routers and Customer-managed routers/firewalls is dynamic (to
support cross-site failover).
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Figure 2: Host-Remote/Multi-node/ESInet Architecture
2.4.4.1.
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Host-Remote/Multi-node/ESInet PSAP Requirements
Site is part of a host/remote or multi-node deployment.
Customer must maintain routers & firewalls to interconnect with ITS routers.
Customer router/firewalls must support the BGP routing protocol.
Customer router/firewalls must have one free port per ITS router.
Uplinks to ITS routers must be Ethernet patch cables.
Uplinks to ITS routers must be set to 100Mb/full-duplex.
2.4.5.
Standalone non-Isolated PSAP
The standalone non-isolated PSAP architecture is suited for simple standalone PSAPs that currently have
or will require connectivity to other (non-West) networks. In this design, ITS routers connect to Customermanaged routers or firewalls to reach the PSAP LAN. This option also meets i3 best practices (assuming
the Customer-managed router/firewall serves as a BCF device). This design requires that the Customer
purchase routers/firewalls if they do not have them already (they should have them if they are routing to
external networks).
In this design, routing between ITS routers and Customer-managed routers/firewalls is static.
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Figure 3: Standalone non-Isolated PSAP ITS Architecture
2.4.5.1.
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Standalone non-Isolated PSAP Requirements
PSAP is not part of a host/remote or multi-node deployment.
Customer must maintain routers & firewalls to interconnect with ITS routers.
If Customer routers/firewalls are redundant, they must be clustered/stacked, or use a first-hop
reachability protocol such as HSRP/VRRP.
Customer router/firewalls must have one free port per ITS router.
Uplinks to ITS routers must be Ethernet patch cables.
Uplinks to ITS routers must be set to 100Mb/full-duplex.
2.4.6.
Standalone Isolated PSAP
In a standalone isolated PSAP configuration, the ITS router takes over the PSAP LAN gateway, which
makes this option the fastest and least complex to implement. However, it requires that the existing PSAP
LAN has no routing whatsoever to external networks. This option does not use a BCF between the
Customer network and ITS routers. If the Customer requirements call for a BCF, either the standalone
non-isolated PSAP or the Host-Remote/Multi-node/ESInet architecture solution must be provided.
Figure 4 illustrates the LAN connectivity model for standalone PSAPs that do not have external network
connectivity.
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Figure 4: Standalone Isolated PSAP ITS Architecture
2.4.6.1.
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Standalone Isolated PSAP Requirements
PSAP must be completely isolated from other IP networks, and is not part of a host/remote or
multi-node deployment.
ITS routers will take over the PSAP LAN default gateway IP.
PSAP LAN switches must have one free port per ITS router.
Uplinks to ITS routers must be Ethernet crossover cables.
Uplinks to ITS routers must be set to 100Mb/full-duplex.
2.5. Customer Provided Public Internet
Customer provided public Internet access is required for establishment of VPN transport from the West
Data Center to the PSAP. The public Internet bandwidth will be dependent upon the agreements
established by the PSAP and their Internet Service Provider (“ISP”). West cannot make any guarantees
on bandwidth for this transport path. Given a heartbeat of 1 check per minute, 3 Mbps of bandwidth will
be consumed as an ITS baseline with expected bursts of 8192 Bps for the text application.
The following are the requirements and method of handoff to facilitate proper connectivity between the
West ESInet and ITS routers co-located at the Customer:
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Customer must provide internet connectivity via an Ethernet handoff to the ITS router. This link
must be hard-set for 100Mb/full-duplex. If the handoff is from a router, the Ethernet cable must be
a cross-over cable.
Customer must provide ITS router with an IP via DHCP (preferred), or by static assignment. If
static, the Customer must provide an IP, subnet mask, and gateway.
Each ITS router requires a separate internet connection.
Internet connections should be plugged into GE 0/1 port on the ITS router.
Communication between the ITS routers and the following IP addresses/ports/protocols must be
permitted.
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IP addresses Ports/Protocols
64.58.49.24
ICMP
64.58.49.25
UDP 500
64.58.49.26
UDP 4500
64.58.51.56
IP Protocol 50
64.58.51.57
The Customer is responsible for managing their ISP(s), and all infrastructure up to (but not including) the
ITS router port.
2.6. TXT29-1-1 Failover Protection
Failover protection for TXT29-1-1 is provided for solutions that purchase a second (redundant) ITS. With
a redundant ITS there are two forms of failover support for the Service-ITS failover (network layer),
TXT29-1-1 alternate routing (application layer).
Network Layer Failover: For standalone non-isolated PSAPs, ITS failover is accomplished via link
state/gateway availability failure detection by the ITS firewall/router. For host-remote/multi-node/ESInet
architectures failover is accomplished via BGP routing. In both cases failover is accomplished in the
matter of a few seconds.
Application Layer Failover: In cases where the routing to the primary PSAP TXT29-1-1 Serving Area
User Agent (“SAUA”) has failed, the TXT29-1-1 TCC can be configured to route to an alternate SAUA.
The alternate SAUA must be a separate physical facility and have its own primary NENA PSAP ID (FCC
9-1-1 Master Registry). This failover capability only exists for host-remote/multi-node/ESInet solutions
where the primary and secondary PSAPs each have their own primary PSAP NENA IDs. This failover
occurs 30 seconds after the West TCC fails to connect to the primary SAUA. Establishment of the
alternate SAUA is associated with the provision of the Service.
3. Severity Levels
West will address all service issues, whether identified by West or by Customer, according to the Westconfirmed Severity Level. Severity Levels determine the appropriate contact procedure and the actions
that will be taken by West for initial notification time, status update time, and incident management.
Following are service disruption definitions and procedures for each Severity Level and the response time
goals for each Severity Level:
3.1. Severity Level 1
Severity Level 1 is only covers Voice and ALI delivery. It does not apply Service.
3.2. Severity Level 2
West systems supporting Service are completely inoperative or severely impacted, resulting in complete
loss in delivery of Service.
Resolution Procedure: West will apply immediate and sustained effort until a resolution is in place. If a
resolution cannot be readily identified, West will initiate internal escalation procedures to assure
resources are appropriately assigned for problem resolution efforts. Systems supporting Service are
impaired, where major functions are operative but functioning at limited capacity or critical elements are
no longer redundant.
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3.3. Severity Level 3
West systems supporting Service are impaired, where major functions are operative but functioning at
limited capacity or critical elements are no longer redundant.
Resolution Procedure: West will correct the service disruption or provide a procedure for the PSAP to
bypass or work around such disruption in order to continue operations if possible. If a bypass procedure
is utilized, West will provide PSAP with an action plan for the development of the final resolution, and
West will continue resolution activity until full service is restored to PSAP.
3.4. Severity Level 4
West systems supporting Service are impaired and some functions are not operating, but those functions
are not mandatory or critical to 9-1-1 text delivery or are considered minor or cosmetic and have only a
minor impact on usability.
Resolution Procedure: West will address via standard maintenance procedures during West normal
business hours. If a software fix is required, West will provide a fix during the next scheduled software
release.
3.5. Onsite Response Time Goals
The on-site response time goals are stated in the chart below. On-site response times will apply if West
determines it is necessary to go on-site to repair a problem with the Service.
Severity Level On-Site Response Time Goal
1
Not Applicable
2
12 hours
4. Responsibility Matrix
The following matrix outlines the typical responsibilities of each party for the implementation and ongoing
provision of the Service. Where both parties have been listed, additional detail on the responsibilities of
each party is included in the sections below. Failure of a party to satisfactorily complete a required task
could materially impair West’s ability to provide the Service.
Task
Responsibility
Project Implementation
Project Management
West/Customer
Develop West Methods and Procedures
West
PSAP Facilities
Customer
PSAP Facility Site Preparation (floor space, power, etc.)
Customer
PSAP Data Collection
Customer
Text Routing Cell Sector Data
West
Non-West PSAP Equipment
Note: This may be legacy equipment or new equipment purchased under another
Customer agreement and or non-West PSAP equipment, such as CAD system, voice
recording equipment, and radio system; if applicable
Customer
Train the Trainer Text Services
West
End to End Testing of Text Services Prior to Production
West/Customer
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Task
Responsibility
Production Turn-up of Text Services
West/Customer
Ongoing Responsibilities
TCC Log Storage and Backups
West
TCC Network Maintenance
West
TCC Network Monitoring
West
ITS Network and System Maintenance
West
Data Transport
West/Customer
Public Internet Service Maintenance (where applicable)
Customer
Text Application Upgrades
West
Text Log Storage and Backups
West
Maintain West Methods and Procedures
West
Problem Reporting, Triage and Resolution
West/Customer
Table 1: Responsibility Matrix
4.1. West Responsibilities
West will provide and maintain geographically redundant TCC systems.
West will interconnect with Wireless Carrier SMS hubs to route SMS generated by the participating
Wireless Carrier subscribers to the Customer. Only 9-1-1 text traffic originating from the participating
Wireless Carrier subscribers will be routed to the Customer.
West will monitor and alarm the West Network to proactively detect any hardware application failures.
West will perform monitoring of communications between the VIPER® and the West Network.
When West detects a service affecting event, or upon request by the Customer, West will perform
troubleshooting for issues that are within the direct control of West for IP connectivity to the SMS hub
provider. West will contact the SMS hub provider, as necessary, for support issues related to SMS hub
network.
4.2. Customer Responsibilities
Customer will provide personnel to participate and help execute the end-to-end system acceptance test
plan. Customer participation includes providing call takers to receive and process test text messages at
pre-scheduled timeframes.
Customer will ensure that the workstations have been upgraded to current versions of software
supporting the required VIPER and Power 911 functionality.
Customers will provide Internet access conforming to minimum requirements as specified in Section 2.2.1
above.
The Customer will provide rack space for the West communications equipment (routers/switches and
remote power/console servers) in the Customer’s equipment room within 100 feet of the communications
demarcation point. The West communications equipment requires one rack unit slot per router and will
come with brackets to support installation in a standard 19-inch equipment rack. Customer will ensure the
equipment rack that houses the West communications equipment is adequately grounded and anchored
(to the floor, ceiling or adjacent racks). Customer will also provide commercially reasonable physical
security for West provided communications equipment. West recommends that the Customer-provided
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rack space be in a location that receives limited building traffic. Customer will also provide an AC power
feed (110v/1.5A) for the West communication equipment.
Note: This activity may include coordination between West and the Customer’s appropriate technical and
operational groups to assure a solid understanding of the network architecture, data exchange
procedures, PSAP needs, standard operational procedures, and services as designed for the Customer.
Customer will not impair or prevent West’s ability to provide the Service. If such occurs and is not
remedied within 90 days of West’s request to proceed and with all parties acting in good faith, then
Customer will be obligated to compensate West for services rendered and/or for cost incurred to put the
infrastructure in place to attempt to render the Service.
5. Service Limitations and Disclaimers
The following service limitations and disclaimers apply:
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Service cannot be enabled until Customer has modified their network to route to the West TCC.
PSAP billing will begin upon completion of deployment and text readiness delivery from West to
the PSAP. Completion is defined as the PSAP being able to accept text messages.
West interconnects with third party TCC’s, however the performance of the third party TCC is not
the responsibility of West.
West’s responsibility for text message routing and processing begins when text messages have
been delivered to the West TCC and is limited to the routing and delivery of text messages from
West to the identified Customer’s End-User. West is not responsible for the delivery or timing of
SMS Request for Assistance text messages through the carrier networks.
Network failures could result in the Service being temporarily unavailable. Due to the SMS
network and/or wireless carrier servers, new and in-process text dialogues could be delayed or
lost.
End-User cannot initiate a text session with a caller.
TXT29-1-1 interface will not bid the ALI system nor receive an ALI response for text messages.
No ALI-like data will be provided for text messages.
The Service is an emerging technology and is not a replacement for established landline and
wireless 9-1-1 services. The Service relies on industry SMS infrastructure which is not built to
public safety standards, and may include increased latency and the potential for dropped
messages.
The Service requires that mobile phones must be text-enabled and be capable of sending
properly formatted text messages.
West has no control over the truncating and sequence delivery of SMS messages.
West has no control over the character count limitations per device and/or carrier network.
West has no control or authority to mandate the content of bounce back messages.
West has no control of routing messages that do not come to the West TCC.
West has no control over improper routing of SMS messages from 3rd party TCC providers.
West Outage Notification is limited to West systems and will not include carrier network specific
information.
ITS is not an option to support voice 911 calls or ALI services.
West’s responsibility for service performance is limited to its equipment and West-provided
network.
Customer understands and accepts that the overall service availability of the Customer provided
Internet path will be impacted by the reliability of the Internet connection provided by the
Customer. Customer takes sole responsibility to restore the Internet connection with their
selected ISP.
Equipment charges will be assessed upon delivery of equipment.
Solutions where the TXT29-1-1 solution requires transport to remote PSAPs will require use of
the Customer WAN solution connecting the PSAPs. Unless provided by West, Customer
understands and accepts that the overall service availability impacted by outages on the
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Customer WAN. Unless provided by West, Customer takes sole responsibility to restore the
Internet connectivity between their geographically dispersed locations.
After installation of ITS circuit the Customer has three days to acknowledge acceptance of the
Service or acceptance will be assumed and monthly billing for the ITS will commence.
A transfer initiated must be initiated from a PSAP using the West TCC. However the transfer can
be destined for a non-West TCC PSAP.
Transfers delivery may be limited to the primary PSAP designated within a circle shape file. The
shape file is determined by the PSAPs TCC provider.
Airbus Vesta CPE PSAPs can use the external transfer capability.
Backup/Failover is an optional feature.
Backup/Failover feature will allow auto failover to the designated secondary PSAP after 30
seconds of the text not being answered at the primary PSAP.
West is limited to providing updated location information based on what is provided from the
carriers commercial location servers.
West is not responsible for the delivery of MMS to the TCC.
West will only email the MMS to the pre-configured email addresses provided by the PSAP.
MMS will only be delivered to a PSAP that requests MMS delivery.
© 2016 West Corporation. All rights reserved. EOE/AA Employer
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