Last updated: 17 August 2026
These VoIP Service Terms apply in addition to our Terms of Service and Acceptable Use Policy. Where they conflict, these terms govern the voice service.
1. Nature of the service
Rozmo LLC provides interconnected Voice over Internet Protocol service. Unlike traditional telephone service, it depends on your internet connection, your local network and your electrical power. If any of those fail, the service fails with them.
The service is not intended as a replacement for traditional telephone service where uninterrupted access is essential to life or safety. We recommend you keep an alternative means of making emergency calls, such as a mobile phone.
2. 911 and emergency calling
Please read this section carefully. Emergency calling on this service differs from a traditional phone line.
2.1 Direct dialling
You may dial 911 directly from any station, without an access code, prefix or additional digit. Your call is routed to the emergency call centre serving the registered service address of the station placing the call.
2.2 Registering and maintaining addresses
Emergency responders are sent to the address registered for that station, not to wherever the device physically is. You must:
- provide a complete, accurate service address for every station at activation, including building, floor, suite or room detail sufficient to locate the user;
- update that address before a station is moved to a different location; and
- maintain accurate location information for users who work remotely, travel between sites, or use the mobile or browser applications away from their registered address.
You can update registered addresses at any time through your account or by contacting us. Changes take effect once processed, which is normally immediate but may take longer.
2.3 Notification
When a 911 call is placed from your account, we send a notification to the contact or contacts you designate, so someone at your organisation knows an emergency call has been made and can direct responders. You must designate at least one notification contact and keep it current.
2.4 When emergency calling may not work
Emergency calling may be unavailable during: loss of internet connectivity; loss of electrical power at your premises or to your equipment; suspension or termination of your account for non-payment or breach; network congestion or outage; or use of the service from a location whose address has not been registered with us.
2.5 Your obligations to your users
You must inform everyone who uses the service of the limitations in this section. We provide warning labels for stations on request, and we will confirm your acknowledgement of these limitations in writing before your first seat goes live.
2.6 Limitation of liability for emergency services
To the fullest extent permitted by law, Rozmo LLC, its officers, employees and suppliers are not liable for any claim, damage or loss arising from or relating to emergency calling, including the inability to place a 911 call, a call routed to the wrong emergency call centre, or responders dispatched to an out-of-date address, except to the extent caused by our gross negligence or wilful misconduct. You agree to defend and indemnify us against third-party claims arising from your failure to maintain accurate location information or to inform your users of these limitations. This allocation of risk is reflected in the price of the service.
3. Compliance
We provide the service in a configuration intended to meet applicable direct-dial, notification and location-conveyance requirements for multi-line telephone systems. You are responsible for the accuracy of the location information you supply and for not reconfiguring the service in a way that defeats those functions.
4. Telephone numbers and porting
- Numbers we assign are assigned to you, not sold. You have no ownership interest in a number beyond the rights conferred by applicable numbering rules.
- You may port numbers away at any time, provided the account is current. We will not refuse or delay a valid port request as leverage in a billing dispute.
- Porting numbers in depends on your existing carrier and on the accuracy of the information you provide. We give target dates, not guarantees, for a process we do not control.
- Numbers assigned during a free trial are not portable unless the trial converts to a paid account.
5. Service levels
We target 99.9% availability of the hosted voice platform, measured monthly, excluding scheduled maintenance notified at least 48 hours in advance, emergency maintenance, your internet connection or equipment, third-party networks outside our control, and events of force majeure.
If platform availability in a calendar month falls below 99.9%, you may request a service credit of 5% of that month’s recurring platform charges for each full 0.1% below target, up to 50% of the month’s recurring charges. Request credits within 30 days of the end of the affected month. Service credits are the sole and exclusive remedy for failure to meet this target.
6. Suspension
We may suspend the service where an invoice remains unpaid 15 days after its due date and we have given at least 7 days’ written notice; where use breaches the Acceptable Use Policy; where traffic threatens network integrity or the service of other customers; or where required by law or by an underlying carrier. Except where harm is immediate, we will contact you first and give you an opportunity to put it right. Emergency calling is affected by suspension — see section 2.4.
7. Fair use
Plans described as unlimited are for normal business use by the individual assigned to the seat. Automated dialling, continuous-duty calling, call-centre traffic, resale and traffic pumping fall outside normal business use and are addressed in the Acceptable Use Policy. Where usage substantially exceeds normal patterns we will contact you and discuss a plan that fits before taking any other step.
8. Messaging
SMS and MMS are subject to carrier registration requirements. You must register your brand and campaigns through us, describe your use case accurately, obtain and record consent from recipients, and honour opt-out requests promptly. Carriers may filter or block messages regardless of registration, and we cannot guarantee delivery of any individual message.
9. Taxes, surcharges and regulatory fees
Prices exclude federal, state and local taxes, universal service contributions, regulatory fees and surcharges. These are passed through, itemised on your invoice, and may change independently of your contract price.
10. Equipment
Handsets and other equipment purchased from us are yours on payment and carry the manufacturer’s warranty. Equipment you already own may be used where it is compatible; you remain responsible for its condition, replacement and support. We will tell you before you buy if we believe existing equipment is unsuitable.
11. Records and recording
Call detail records are retained for 24 months. Call recordings, where you enable them, are retained for 12 months unless we agree otherwise in writing, and are available to you throughout that period.
Recording law varies by state, and some states require the consent of all parties to a call. Enabling call recording is your decision and your compliance obligation. We provide the feature; you are responsible for the legal basis for using it and for any notice or consent required.
12. Contact
Rozmo LLC
Telephone: (224) 324-4050
Or use our contact form.