Welcome to ACN Digital Phone Service Bienvenido al Servicio Telefónico Digital ACN

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1 Welcome to ACN Digital Phone Service Bienvenido al Servicio Telefónico Digital ACN myacn.com

2 Welcome Thank you for choosing ACN as your Digital Phone Service provider. The box you ve received contains your ACN Equipment and a Quick Installation Guide. Follow these simple steps to begin enjoying your service right away: 1. REVIEW the contents of the box which will match those listed on your Quick Installation Guide. 2. FOLLOW the Quick Installation Guide to set up your ACN Digital Phone Service. 3. READ the 911 information on page 3 and utilize the stickers provided in the welcome envelope. To realize the full benefits of ACN Digital Phone Service and understand how to use all of your new, exciting features, visit your account at myacn.com where you can: View all the details of your account Manage and play back your voice mail messages View your call detail records, including time placed and length of call Manage your features, including call routing preferences Find answers to frequently asked questions (FAQs) To access your account, use the login ID and password you created when you signed up for ACN Digital Phone Service. Note: Customers who are transferring their existing phone number will be notified by when the transfer is complete. Please allow 2 to 4 weeks. It s our pleasure to welcome you to the ACN family of customers. We look forward to serving you for many years to come. Please review: Important 911 Information - page 3 Feature Highlights - page 4 Terms and Conditions page 5 ACN Customer Care ACN Technical Support Available 24 hours a day, seven days a week myacn.com 2

3 IMPORTANT 911 INFORMATION - PLEASE READ ACN s system supports E911 calling in the majority of the country, however there are certain areas where it is not available. For those areas where E911 is not available, ACN offers Basic 911 service. To determine if you have E911 or Basic 911 service, refer to the welcome alert message in your voice mail box, call Technical Support at or acndigital.com. It is important you have a clear understanding of ACN s current Enhanced 911 (E911) and Basic 911 services: E911 With E911, your telephone number and location are automatically transmitted to the emergency service operator during a call. These two features (telephone number and location) are what make E911 enhanced. Please note if you move an ATA or Video Phone to a new location, the automatic transmittal of your telephone number and location may not be available. Basic 911 With Basic 911 service, your call will be routed to the nearest emergency response center. When the center receives your call, the emergency service operator will not have your address and may not have your phone number; therefore you must provide that information in order to get help. Some local emergency service facilities may decide not to have their general administrative numbers answered by live operators 24 hours a day, 7 days a week. In fact, some calls may go directly to voice mail, be answered by individuals not trained to handle emergency calls or go unanswered if the facility is receiving a high volume of 911 calls. IMPORTANT: E911 and Basic 911 service will not function in the event of a power outage, loss of broadband Internet service, suspension or disconnection of your ACN Digital Phone Service. For your safety, ACN has provided stickers inside the welcome envelope to inform all users of your phone service about the limitations of 911 dialing. Please place these stickers on or near your telephones and include on them your local numbers for emergency services. Additional information regarding E911 and Basic 911 dialing is available at myacn.com. 3

4 Feature Highlights A complete feature guide is available online at myacn.com. The following features are the most popular. You can begin using them right away. Video/Voice Mail* With ACN Video/Voice Mail, callers can leave you messages when you are unavailable to answer a call. You can retrieve your messages online, receive an notification when a new message is left and access your video/voice mail by phone from home or remotely. Remember: Your video/voice mail password is initially set to be When you dial into your Video/ Voice Mail for the first time, follow the instructions to reset your password to four digits you can remember. To Access Video/Voice Mail by Phone: Simply call your ACN Digital Phone Service phone number. When you hear the video/voice mail greeting, press the * button to interrupt the greeting. Follow the prompts to listen to messages, save or delete messages, update or change your greeting, and much more. To Access your Video/Voice Mail from any Computer: Simply go to your online account at myacn.com/digital. Select ACCOUNT from the Account Management list on the left. Then select MESSAGES. In the Subject category, double click the message you would like to hear. You can also forward video/voice mail messages to others as an attachment or save them to your hard drive for future reference. Most popular media player file formats are supported. To Set-up Video/Voice Mail Notification: Visit your online account and choose to be notified via every time a video/voice mail message is left. You can even have that video/voice mail message attached to your . Redial To redial the last telephone number you called from your phone dial *66. Call Return To call the last person who called you, whether or not you answered the call, dial *69. Caller ID Blocking You can prevent people you call from seeing your phone number either permanently or with each call. By default, this feature is off and your number will be seen by each caller. Dial *67 before your call to prevent your number from appearing. If your account is set to on and you want to show your number for a specific call, dial *65 before your call. You control your setting through your online account. Other Features See your user manual for instructions on using other features such as Call Forwarding and Three-Way Calling. * You must set up your video/voice mail greeting. Otherwise all inbound callers will receive the previously recorded voice message. * Video/voice mail works with the ACN IRIS V, IRIS 3000, IRIS 2000 and ACN CIP 6500 Video Phones. 4

5 ACN Digital Phone Service Customer Licensing Agreement Terms of Service The most up-to-date version of the Terms & Conditions can be found at myacn.com/digital/terms.html Welcome to ACN Digital Phone Service (the Service ), which includes related products or devices used in conjunction with the Service including but not limited to Family Plan, Digital Subscriber Line Service (DSL), analog terminal adapters, video phones, routers, or any other IP connection device used with the Service that is provided by ACN (collectively, Device or Devices ) offered by ACN Digital Phone Service L.L.C., a Delaware company with offices at 1000 Progress Place, Concord, NC ( ACN ). These Terms of Service ( Agreement ) are between you ( you or customer ) and ACN for the use of the Service. You must enter into this Agreement by selecting the checkbox under terms and conditions and clicking the Continue button during the online registration process in order to use the Service. If you do not affirmatively agree to be bound by the Agreement online by selecting the checkbox and clicking Continue during registration, you will not be permitted to continue with the registration process. You understand that by selecting the terms and conditions box, or any button or link required during the sign-up process, you approve of the text preceding, as may be modified through online posting of such modifications on from time to time, and are entering into a legally binding agreement with ACN under these terms. You hereby agree to the use of electronic communication in order to enter into contracts and to place orders, and agree to the electronic delivery of notices, policies and records of transactions initiated or completed with respect to the Service. You further waive any rights or requirements under any laws or regulations in any jurisdiction, to the extent permitted under applicable law, which require an original (i.e., non-electronic) signature or delivery or retention of non-electronic records. If you are residing in a jurisdiction which restricts the use of Internet-based applications according to age, or which restricts the ability to enter into agreements such as this Agreement according to age and you are under such age limit, you may not enter into this Agreement or use the Service. Furthermore, if you are residing in a jurisdiction where it is forbidden by law to use the Service, you may not enter into this Agreement and you may not use the Service. By entering into this Agreement, you explicitly state that you have verified in your own jurisdiction that your use of the Service is allowed. 1. EMERGENCY SERVICES- 911/E911 DIALING 1.1 Neither E911 nor 911 is available on ACN Family Plan subscriber lines For a description of 911/E911 limitations for ACN Digital Phone Service subscriber lines see below. 1.2 Limited Availability of Traditional 911/E911 Services You acknowledge that ACN does not offer access to emergency services in a manner similar to that provided by wireline telephone services that are commonly referred to as either basic 911, or Enhanced 911 ( E911 ). There are important limitations associated with this Service detailed throughout this Section 1. In some areas, the Service will provide the emergency operator with automatic location and callback information if you dial the digits This is E911. In other areas, the Service will not provide the emergency operator with automatic location and call-back information if you dial the digits This is basic 911. The type of service offered to each subscriber will be based on the type of service available at the subscriber s location. The type of service offered to the subscriber will be indicated in the welcome provided to the subscriber after the subscriber s service has been activated. Given the Service s limitations, you should have an alternative means of accessing 911 services. 1.3 Notice You should inform household residents, guests and other third parties that may be present at the location where you make use of the Service of the limitations associated with the Service s access to emergency services when the digits are dialed. Specifically, you should advise such people of the potential unavailability and other limitations on basic 911 and/or E911, as detailed in this Agreement. Any Device that you use with the Service, along with any traditional telephone handsets connected to the Device, should include a warning sticker that informs any person who uses your account, with or without your permission, to access the Service (each a User ) of the potential unavailability of 911 or E911 services. Warning stickers should have been included with the Device and it is your responsibility to ensure that the labels are properly affixed to all Devices and handsets. Should you need additional or replacement stickers, please contact our Customer Care at the number found on 1.4 Registration of Physical Location Required. When you register for the Service, you must provide ACN with the physical location where you will be using the Service (the Service Address ). UNLESS YOU HAVE PROVIDED ACN WITH PRIOR NOTICE THAT YOU ARE CHANGING YOUR ADDRESS, THE SERVICE IS AVAILABLE ONLY AT THE SERVICE ADDRESS. For your 5

6 initial service, you will receive a confirmation via from ACN that your emergency services functionality has been successfully activated. For each additional phone number that you add to your service, it will be for the Service Address on the account. The Service Address does not vary by phone number. You will receive separate confirmations for each phone number that you register for emergency services functionality. You must advise ACN of your intent to move and request a change to your service address to ensure your 911 calling capability can be established at your new address. In the event that you use your Service at a location other than the Service Address associated with the phone number of the Service, any call you make to emergency services may be sent to an emergency center near your originally registered address and not your actual physical location. In this situation, the emergency center may not be able to transfer your call to the appropriate emergency operator and may not be able to contact the relevant parties to provide you with assistance. Given these limitations, you should have an alternative means of accessing 911 services. 1.5 E911 Arrangements. ACN contracts with third parties to provide access to emergency services that includes call-back and location information in some locations. This type of access to emergency services is not offered in all areas of the country, but instead depends on the capabilities of each individual Public Safety Answering Point ( PSAP ) as well as the ability of our third-party provider to offer such capabilities with VoIP calls. In those areas where offered and subject to the limitations of its third party providers, ACN, will route your emergency call to the PSAP with your telephone number and Service Address information (as provided at the time of Service sign-up). You hereby authorize ACN to disclose your name, telephone number, Service Address information, and other relevant identifying information to third-party service providers, including, but not limited to, call routers, call centers and PSAPs, for the purpose of dispatching emergency services personnel to your Service Address Service Outages Service Outages Due to Power Failure or Disruption. The Service, including 911 dialing, does not function in the event of a power failure or disruption. If there is an interruption in the power supply, the Service, including 911 dialing, will not function until power is restored. Following a power failure or disruption, you may need to reset or reconfigure the Device prior to utilizing the Service, including 911 dialing. You acknowledge that ACN is not responsible for Service outages due to power failure or disruption or any other impediment to your usage of the Service, and any loss of service, including 911 dialing, that may result. In the event you lose Service as a result of power failure or disruption or any other impediment to your usage of the Service, you will continue to be responsible for payment of the Service charges unless and until you 6 terminate the Service in accordance with this Agreement. In the event of outages due to a power failure or disruption, you agree that ACN is not required to provide you any credits or any other form of remuneration for the disruption of your Service Service Outages Due to Internet Outage or Suspension or Termination of Broadband Service or Internet Service Provider ( ISP ) Service. Service outages or suspensions or terminations of service by your broadband provider or ISP will prevent all Service, including 911 dialing, from functioning. You acknowledge that ACN is not responsible for Service outages due to Internet outage or suspension or termination of broadband or ISP service by your ISP or broadband provider or any other impediment to your usage of the Service, and any loss of Service, including 911 dialing, that may result. In the event you lose Service as a result of an Internet outage or suspension or termination of your broadband or ISP service provider or any other impediment to your usage of the Service, you will continue to be responsible for payment of the Service charges unless and until you terminate the Service in accordance with this Agreement. You agree that ACN is not required to provide you any credits or any other form of remuneration for the disruption of your service in the event of outages resulting from outages, suspensions or termination of service by your broadband provider or ISP Service Outages Due to ISP or Broadband Provider Blocking of Ports or Other Acts. Your ISP or broadband provider or other third party may intentionally or inadvertently block the ports over which the Service is provided or otherwise impede the usage of the Service. In that event, provided that you alert us to this situation, ACN will attempt to work with you to resolve the issue. During the period that the ports are being blocked or your service is impeded, and unless and until the blocking or impediment is removed or the blocking or impediment is otherwise resolved, your Service, including 911 dialing, may not function. You acknowledge that ACN is not responsible for the blocking of ports by your ISP or broadband provider or any other impediment to your usage of the Service, and any loss of service, including 911 dialing, that may result. In the event you lose service as a result of blocking of ports or any other impediment to your usage of the Service, you will continue to be responsible for payment of the Service charges unless and until you terminate the Service in accordance with this Agreement. In the event of outages due to your broadband provider or ISP blocking the ports over which Service is provided, you agree that ACN is not required to provide you any credits or any other form of remuneration for the disruption of your Service Service Outage Due to Suspension or Termination of Your ACN Account. Service outages due to suspension or termination of your account will prevent all Service, including 911 dialing, from functioning Other Service Outages. If there is a Service out-

7 age for any reason, such outage will prevent all Service, including 911 dialing, from functioning. Such outages may occur for a variety of reasons, including, but not limited to, those reasons described elsewhere in this Agreement. 1.7 Network Congestion: Reduced Speed for Routing or Answering 911 Calls. There may be a greater possibility of network congestion and/or reduced speed in the routing of a 911 dialing call made utilizing the Service as compared to traditional 911 dialing over traditional public telephone networks. 1.8 Alternate 911 / E911 Arrangements IF YOU CARE TO AVOID THE LIMITATIONS OF ACN S SERVICE WITH RESPECT TO 911 DIALING, YOU SHOULD OBTAIN AN ALTERNATE MEANS OF ACCESSING TRADI- TIONAL 911 OR E911 SERVICES, DEPENDING ON THE CAPABILITIES OF THE EMERGENCY RESPONSE CENTER RESPONSIBLE FOR YOUR LOCATION / E911 Limitation of Liability IN NO EVENT SHALL ACN ITS OFFICERS, DIRECTORS, EMPLOYEES, AFFILIATES, AGENTS OR ANY OTHER THIRD-PARTY PROVIDER OR ITS OFFICERS, DIREC- TORS OR EMPLOYEES WHO FURNISHES SERVICES TO CUSTOMER IN CONNECTION WITH THIS AGREEMENT OR THE SERVICE BE HELD LIABLE FOR ANY CLAIM, DAMAGE, OR LOSS. YOU HEREBY WAIVE ANY AND ALL SUCH CLAIMS OR CAUSES OF ACTION, ARISING FROM OR RELATING TO 911 DIALING UNLESS IT IS PROVEN THAT THE ACT OR OMISSION PROXIMATELY CAUSING THE CLAIM, DAMAGE, OR LOSS CONSTITUTES GROSS NEGLIGENCE, RECKLESSNESS, OR INTENTIONAL MIS- CONDUCT ON THE PART OF ACN. ACN DOES NOT HAVE ANY CONTROL OVER WHETHER, OR THE MANNER IN WHICH, 911 CALLS USING OUR SERVICE ARE ANSWERED OR ADDRESSED BY ANY LO- CAL EMERGENCY RESPONSE CENTER. ACN DISCLAIMS ALL RESPONSIBILITY FOR THE CONDUCT OF LOCAL EMERGENCY RESPONSE CENTERS AND THE NATIONAL EMERGENCY CALLING CENTER. ACN RELIES ON THIRD PARTIES TO ASSIST US IN ROUTING 911 CALLS TO LOCAL EMERGENCY RESPONSE CENTERS. ACN DISCLAIMS ANY AND ALL LIABILITY OR RESPONSIBILITY IN THE EVENT SUCH THIRD PARTY DATA USED TO ROUTE CALLS IS IN- CORRECT OR YIELDS AN ERRONEOUS RESULT. 2. SERVICE. 2.1 Term. There is a service commitment when you sign-up and purchase a device, as follows: Videophone: Digital Phone Service with a video phone has a two-year service commitment. If you cancel your service within this two-year period an early termination fee of $ will apply. This fee will be prorated down by $5.00 for each month of service. Analog Terminal Adaptor ( ATA ): Digital Phone Service with ATA has a one-year service commitment. If you cancel your service within this one-year period an early termination fee of $59.99 will apply. Customer acknowledges that these early termination fees are liquidated damage and not a penalty and that the fees for Service would be substantially higher but for this provision The Service will continue on a monthto-month basis after the service commitment expires. During month-to-month service, you are purchasing the Service for full monthly terms, meaning that if you attempt to terminate Service prior to the end of a monthly term, you will be responsible for all charges incurred to date plus an early termination fee as defined on our company website, including without limitation unbilled charges (which may include international, overage charges, etc.), plus a disconnect fee, all of which immediately become due and payable. When initially subscribing for your Service or adding Service(s), ACN will charge then for the first month of Service(s) and make necessary adjustments on the first or subsequent invoice Date, prorating the month charge(s) based on the actual activation date of the Service(s). ACN may also charge and collect retroactively early termination, overage, disconnect usage and other charges not previously charged and collected. Expiration of the term or termination of Service doesn t excuse the Customer from paying all unpaid, accrued charges due in relation to the Agreement. 2.2 Lawful Use of Service Account, Password and Security. When you complete the online registration form, you agree to provide accurate, current, and complete information about yourself, including without limitation name, address and credit/debit card information(the Personal Data ), and to maintain and update your Personal Data to keep it accurate, current, and complete. You may maintain or update your Personal Data via your ACN Digital Phone Service online account. You agree that ACN shall have no obligation to verify the Personal Data. You agree that ACN may rely on your Personal Data as accurate, current, and complete and you consent to use of Personal Data for any purpose by ACN and others involved in provision of the Service. You agree that if your Personal Data is untrue, inaccurate, not current, or incomplete in any respect, that ACN shall have the right, without obligation and in addition to its other rights and remedies, to terminate your Service. For information regarding ACN s Privacy Policy and use of Personal Data, please go to You also must choose a password and a user name. You are entirely responsible for maintaining the confidentiality of your password and account. Furthermore, you are entirely responsible for any and all activities that occur under your account. You agree to notify ACN immediately of any unauthorized use of your account or any other breach of security. ACN will not be liable for any loss that you may incur as a result of someone else using your password or account, either with or without your knowledge. However, you could be held liable for losses incurred by ACN or 7

8 another party due to someone else using your account or password. You may not use anyone else s account at any time, without the permission of the account holder Use of Service. Unless otherwise specified, the Services are for your personal and non-commercial use. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information, software, products or services obtained from using the Services. In addition, you agree that if you or any User uses the Service in a manner that violates or attempts to violate the Acceptable Use Policy, ACN reserves the right to terminate your Service and the Agreement immediately and without advance notice, leaving you responsible for the full month s charges to the end of the current term, including without limitation unbilled charges (including any overage charges), plus a disconnect fee. You acknowledge and agree that all of such charges will immediately become due and payable and you consent to ACN, at ACN s discretion, immediately charging such amounts to your credit card or electronically withdrawing such amounts from your bank account. You are liable for any and all use of the Service by yourself and any User. If ACN, in its sole discretion believes that you have violated the above restrictions, ACN may, in addition to its other rights and remedies, forward the objectionable material, as well as your communications with ACN and your Personal Data and other personally identifiable information to the appropriate authorities for investigation and prosecution and you hereby consent to such forwarding Residential Use of Service and Device. If you subscribe to ACN s residential services, the Service and any associated Devices are provided to you solely for single family, normal residential, non-commercial use. Single family refers to you and those of your immediate family members who reside in your personal residence - e.g., spouse, domestic partner, and/or children. If you use the Service, any feature or the device in a way that is inconsistent with the normal use for your Service as defined in our Acceptable Use Policy ( AUP ), you will be required, at ACN s sole discretion, to pay the rates for the service, feature or plan that would apply to the way you used the service, feature or device, or terminate the plan. You shall not resell or transfer the Service or the Device to another party without our prior written consent. You are prohibited from using the Service or the Device for auto-dialing, continuous or extensive call forwarding, telemarketing (including, without limitation, charitable or political solicitation or polling), fax or voic broadcasting or fax or voic blasting. ACN reserves the right to immediately terminate or modify your Service if we determine, in our sole and absolute discretion, that your use of the Service or the Device is, or at any time was, inconsistent with normal residential usage patterns. If ACN terminates your Service for the foregoing reason, you agree to be responsible for the full month s charges to the end of the current term, 8 including without limitation unbilled charges (including any overage charges), plus a disconnect fee. You acknowledge and agree that all of such charges will immediately become due and payable and you consent to ACN, at ACN s discretion, immediately charging such amounts to your credit card or electronically withdrawing such amounts from your bank account Use of Service by Customers Outside the United States. While we encourage use of the Service within the United States to call other countries, ACN does not presently offer or support the Service to customers located in other countries. If you use the Service or Device from any country other than the United States, you do so at your own sole risk, including the risk that such activity violates local laws in the country where you do so. You are liable for any and all such use of the Service by yourself or any person making use of the Service provided to you. ACN reserves the right, in addition to its other rights and remedies, to terminate your Service immediately and without advance notice if it determines that you are using the Service or Device outside the United States. If ACN terminates your Service for the foregoing reason, you agree to be responsible for the full month s charges to the end of the current term, including without limitation unbilled charges (including any overage charges), plus a disconnect fee. You acknowledge and agree that all of such charges will immediately become due and payable and you consent to ACN, at ACN s discretion, immediately charging such amounts to your credit card or electronically withdrawing such amounts from your bank account Blocking of Service. ACN may, without prior written notice, and consistent with applicable laws or regulations, block traffic to or from specific countries, cities, or NPA/NXX codes when ACN deems it necessary to take such blocking action to prevent, (i) the unlawful use of its services; (ii) the use of service in violation of this Agreement; (iii) nonpayment for service; or, (iv) network blockage or degradation of service to ACN s customers. Service will be restored as soon as it can be provided following resolution of the applicable issues as described herein. 2.3 Loss of Service Due to Power Failure or Internet Service Outage or Termination or Suspension or Termination by ACN. As detailed above in Section 1, you acknowledge and understand that the Service does not function in the event of power failure. You also acknowledge and understand that the Service requires a fully functional broadband connection to the Internet (which is not provided by ACN Digital Phone Service) and that, accordingly, in the event of an outage of, or termination of service with or by, your ISP and/or broadband provider, the Service will not function, but that you will continue to be billed for the Service unless and until you or ACN terminate the Service in accordance with this Agreement. Should there be an interruption in the power supply or Internet outage, the Service will not function until pow-

9 er is restored or the Internet outage is cured. A power failure or disruption may require the Customer to reset or reconfigure equipment prior to utilizing the Service. Power disruptions or failures or Internet outages will also prevent dialing to emergency service numbers including the E911 calling feature. Should ACN suspend or terminate your Service, the Service will not function until such time as ACN restores your Service (which may require payment of all invoices and reconnection fees owed by you or cure of any breach by you of this Agreement). In the event of outages due to Internet or power failure, you agree that ACN is not required to provide you any credits or any other form of remuneration for the disruption of your Service. If ACN terminates your Service for the foregoing reason, you agree to be responsible for the full month s charges to the end of the current term, including without limitation unbilled charges (including any overage charges), plus a disconnect fee. You acknowledge and agree that all of such charges will immediately become due and payable and you consent to ACN, at ACN s discretion, immediately charging such amounts to your credit card or electronically withdrawing such amounts from your bank account. 2.4 Non-Voice Systems. You acknowledge that the Service is not set up to function with outdialing systems including digital video recording systems, home security systems, medical monitoring equipment, fax machines and satellite TV systems. YOU AGREE THAT YOU HAVE NO CLAIM AGAINST ACN FOR INTERRUPTION OR DISRUPTION OF SUCH SYSTEMS BY THE SERVICE. 2.5 Copyright / Trademark / Unauthorized Usage of Firmware or Software. The Service and any firmware or software used to provide the Service or provided to you in conjunction with providing the Service, and all services, information, documents and materials on ACN s website(s) are protected by trademark, copyright or other intellectual property laws and international treaty provisions. All websites, corporate names, service marks, trademarks, trade names, logos and domain names (collectively marks ) of ACN are and shall remain the exclusive property of ACN and nothing in this Agreement shall grant you the right or license to use any of such marks. You acknowledge that you are not given any license to use the firmware or software used to provide the Service or provided to you in conjunction with providing the Service other than a nontransferable, revocable license to use such firmware or software in object code form (without making any modification thereto) strictly in accordance with the terms and conditions of this Agreement. You are NOT allowed to use interface devices not provided by ACN and such devices will not work with the Service. Notwithstanding this prohibition, if for some reason you attempt to use the Service through an interface device not provided by ACN, you warrant and represent that you possess all required rights, including software and/ or firmware licenses, to use that interface device with the Service. Further, you agree that any such use of an interface device not provided by ACN excludes ACN from any liability from such use and further, you agree that any warranties that might otherwise apply to the Service are voided as a result of such use. You shall not reverse compile, disassemble or reverse engineer or otherwise attempt to derive the source code from the binary code of the firmware or software. 2.6 Delivery of and Risk of Loss To Devices. To provide the Services, ACN may provide Device(s) to you. All Device shipments are F.O.B. ACN s facility. ACN s liability for delivery shall cease, and title (if applicable) and all risk of loss or damage shall pass to you upon delivery to the carrier who delivers the Device to your address. You will own any Device that is part of the Service and bear all risk of loss of, theft of, casualty to or damage to the Device subject to the limited warranty provided in Section Any delivery and payment for delivery of the Device by ACN is solely performed as a convenience to you and in no way shifts the risk of loss or damage from you to ACN. 2.7 Cancellation and Returns You have the right to return any initial order of a Device and cancel the Service within 3 days after ACN ships your order to you ( Cancellation Period ). To cancel, you MUST call ACN Customer Care at After the Cancellation Period, no Device may be returned by you for any reason without prior approval by ACN pursuant to Section below. There is no Cancellation Period for upgrades or downgrades of service Return Process. All returns of Devices, whether during the Cancellation Period or in connection with the warranty provided in Section 6.3.1, shall be in original packaging. You shall be responsible for all costs related to shipping the Device to ACN. Any Device returned to ACN without prior authorization for its return or not in original packaging may be refused by ACN. In order to return any Device to ACN, you must obtain a return material authorization (RMA) number from ACN by calling ACN Customer Care at and return the Device to the address provided by ACN undamaged and in good working condition, in its original packaging with its original contents. Failure to follow these procedures will prevent you from receiving any refund for the Device or warranty repair service. ACN will provide a replacement Device only if the Device is deemed to be defective and covered under the warranty provided in Section ACN will not cover replacement for damaged, lost, stolen or modified Devices. Any Device returned by you that is not covered under warranty may be refused by ACN, and you will be responsible to pay return shipping charges. If a warranty Device is sent to you and you fail to return the original Device within ninety (90) days you will be charged $199 for the non-returned Device and $29.99 for the shipping 9

10 and handling of the warranty Device. 2.8 Tampering with the Service or Devices. You agree not to, and not to allow any User to, hack or disrupt the Service or Devices or to make any use of the Service or Devices that is inconsistent with its intended purpose or to attempt to do so. 2.9 Theft of Service. You shall notify us immediately, in writing or by calling ACN Customer Care at , if the Device is stolen or if you become aware at any time that your Service is being stolen, fraudulently used or otherwise being used in an unauthorized manner. When you call or write, you must provide your account number and a detailed description of the circumstances of the Device theft, fraudulent use or unauthorized use of Service. Failure to do so in a timely manner may result in the termination of your Service and additional charges to you. Until such time as ACN receives notice of the theft, fraudulent use or unauthorized use, you will be liable for all use of the Service using a Device stolen from you and any and all stolen, fraudulent or unauthorized use of the Service Service Distinctions. You acknowledge and understand that the Service is not a telephone service. Important distinctions (some, but not necessarily all, of which are described in this Agreement) exist between telephone service and the Service provided by ACN. In addition, the Service is subject to different regulatory treatment than telephone service. You acknowledge and understand that this treatment may limit or otherwise affect your rights of redress before Federal, State or Provincial governments or telecommunications regulatory agencies No 0+ Calling; May Not Support x11 Calling. ACN s Service does not support 0+ calling (including without limitation collect, third party billing or calling card calling). ACN s Service may not support 311, 511, 976, 900 and/or other x11 (other than 911 and 411, which are provided for elsewhere in this Agreement) services in one or more (or all) service areas Local Number Portability (LNP). If you wish to transfer/port an existing telephone number to your ACN Digital Phone Service, you may do so, if technically feasible. You must follow the online instructions for switching your phone number. Family Plan lines are excluded from porting. During the online ordering process, Customer will provide an electronic signature of Letter of Authorization which will begin the transfer/port process. Once the LNP process is initiated, this transfer may not be cancelled or interrupted by you. In the event that ACN is unable to transfer your telephone number due to technical or other issues, it will notify you and explain the options available to you. If you are porting a phone number to us, ACN may not be able to provide you some services, such as 911 location services, immediately. ACN recommends that you do not cancel your old service until the porting process is complete and you receive confirmation from ACN that your number has been successfully ported. You may be able to take, or port, your current ACN Digital Phone Service phone number to another service provider. If you request your new service provider to port a number from us, and ACN receives your request from that new service provider, ACN will treat it as notice from you to terminate our Service for that number upon successful completion of porting. After the porting is completed, you will not be able to use our Service for that number. You ll remain responsible for any early termination fee, and for all fees and charges through the end of that billing cycle, just like any other termination. YOU AC- KNOWLEDGE THAT AS PART OF THE SIGN-UP PROCESS FOR ACN DIGITAL PHONE SERVICE, YOU HAVE CON- FIRMED YOU HAVE WORKING BROADBAND SERVICE. IF YOU REQUEST TO PORT YOUR NUMBER AND YOU DO NOT HAVE BROADBAND SERVICE, YOUR NUMBER COULD PORT, BUT YOU WILL NOT HAVE SERVICE AND WILL NOT HAVE ACCESS TO 911 CALLING. 3. DIGITAL SUBSCRIBER LINE SERVICE TERMS AND CONDITIONS 3.1. This section sets forth additional, specific terms and conditions applicable to ACN s Digital Subscriber Line Service ( DSL Service ). 3.2 Service. DSL Service is comprised of digital subscriber line service, Internet access (accompanied by certain related services such as electronic mailboxes) and certain basic telephone assistance. ACN may extend from time to time certain promotional offerings and Customer understands it must sign a promotion addendum to this Agreement in order to be eligible for such promotional offerings. In some circumstances, professional, on-site installation will be required but the DSL Service will generally be completed by Customer s own installation of software and completion of certain connections, including the appropriate modem. Any equipment provided to the Customer in connection with the DSL Service may have been previously used but will have been certified by the ACN as being equivalent in function and appearance to new units, all such equipment will belong to the Customer and will be deemed accepted by Customer upon delivery. 3.3 Service Conditions. The following conditions apply to the DSL Service. ACN may suspend, terminate, or limit use of your service if you violate any of these conditions Limits on Use. Limitson Use. You agree not to use the DSL Service for high volume or excessive use, in a business or for any commercial purpose if your service is a residential service, or in a way that impacts ACN s ability to provide services. You agree not to: (i) offer 10

11 public information services (unlimited usage or otherwise), (ii) permit more than one high-speed Internet log-on session to be active at one time. A log-on session represents an active connection to your location or within a single unit within a multiple dwelling unit (e.g., single apartment or office within an apartment complex) to your modem and/or router to access the DSL Service (including the establishment of a wireless fidelity ( WiFi ) hotspot), but the DSL Service may be used at the single home or office location or single unit within a multiple dwelling unit for which DSL Service is provisioned by ACN. You may not use a WiFI hotspot in violation of this Agreement or in a way that circumvents ACN s ability to provide DSL Service to another customer (e.g., you cannot use A WiFi hotspot to provide service outside your single unit within a multiple dwelling unit and you cannot resell service provided over a WiFi hotspot). You may not use more than one IP address for each log on session. DSL Service may only be used in the U.S. DSL Service may be used to host a server, personal or commercial as long as such server is used pursuant to the terms and conditions of this Agreement applicable to DSL Service and not for any malicious purposes. Malicious purposes include without limitation Spam, viruses, worms, Trojans, etc. ACN may restrict your use of or interrupt the DSL Service without notice for: (i) maintenance activities; (ii) equipment, network, or facility upgrades or modifications; and (iii) to ensure the provision of acceptable service levels to all ACN customers. ACN is not responsible or liable for any Service deficiencies or interruptions caused by such events Monitoring and Testing the DSL Service. ACN may, but is not obligated to, monitor the DSL Service. You are responsible for monitoring your accounts for access to newsgroups and or Web sites that may contain improper material. You will notify ACN of the continual receipt of that you view as illegal or that unsolicited. You must not design or provide systems used for the collection of information about others without their express knowledge and consent. ACN may also test DSL Service for maintenance purposes to detect and/or clear trouble Wi-Fi. DSL Service may be used in a wireless network environment at your own risk. Wireless networking devices use public radio channels to transmit voice and data communications. ACN cannot guarantee the security, privacy, or confidentiality of any transmissions made via such devices, and ACN makes not assurances or warranties relating to their use by you. You are responsible for all use of your DSL Service regardless of the source of a transmission, whether by you or an authorized or unauthorized third-party, over your DSL Service Data Management and Security. ACN STRONGLY RECOMMENDS USE OF COMMERCIAL ANTI-VIRUS AND FIREWALL SOFTWARE. You are responsible for the management and security of your data, including without limitation backing up and restoring your data, managing file and print sharing, implementing procedures for accuracy of data and its transmission and implementing security such as anti-virus and firewalls. ACN is not responsible or liable for the management or security of your data, including without limitation loss of your data or back-up restoration of your data regardless of whether your data is maintained on ACN servers or your computer or server Intellectual Property Rights. Unless otherwise expressly provided in this Agreement, all aspects of the DSL Service are the property of ACN and are protected by trademark, copyright or other intellectual property laws and international treaty provisions. ACN grants you a personal, revocable, limited, nonexclusive, nontransferable, non-assignable right and license to use the DSL Service in accordance with the terms and conditions of this Agreement. No other license or rights are granted by ACN or will be implied or arise by estoppel, with respect to any DSL Service. 3.4 Availability. The DSL Service is available only to ACN customers who are also purchasing ACN companion service (ACN s local and long distance service or ACN Digital Phone Service). Availability of DSL Service is subject to various technical, geographic and speed (data transfer rate) restrictions. The DSL Service is available only to residential customers. While the DSL Service works with all major PC operating systems, there are differing technical adjustments and preparations that you may need to make to your system in order to fully utilize the DSL Service. These technical modifications are discussed in more detail in the DSL Price Schedule and Technical and those materials delivered to each DSL Customer. The speed and availability of DSL Service are not guaranteed and may be limited by a variety of factors, including but not limited to the physical condition of your line and wiring at your location, your service location, phone line qualifications, computer performance/ configuration and network/internet congestion. In certain cases where you are not able to attain the requested data transfer rates, you may be provided the option of purchasing DSL Service at a lower data transfer rate or discontinuing the DSL Service. If you move to another location (including a move within the same building) you are not guaranteed to have DSL Service at your new location. You must be re-qualified for DSL service and different rates and/or charges may apply. 3.5 Ordering And Commencement of Service. The provisioning of DSL Service will require actions on the part of both ACN and the Customer. The timing and completion of such provisioning will be carried out on a commercially reasonable basis. For self-installed DSL Service, DSL Service will be deemed to have commenced and billing will begin upon the earlier to occur of the following: (a) when ACN can verify that the Customer s circuit passes traffic or (b) (i) ACN has provisioned the network elements under its control, and (ii) at least five (5) days have elapsed since ACN has con- 11

12 firmed with the Local Exchange Carrier that Customer s DSL Service has bee provisioned. If professional installation is required, then DSL Service will be deemed to have commenced and billing will begin upon completion of the professional installation. All orders requiring non-standard service are subject to acceptance by ACN. If Customer requests changes to the original order or has special requirements not communicated to ACN at the time of the original order and such changes or special requirements affect ACN s ability to meet its obligations under the original order, or require special invoicing or documentation support beyond standard ACN practices, then prices or the commencement date for DSL Service as specified by ACN with respect to the original order shall be subject to change Term And Cancellation of Service Minimum Term Commitment. DSL Service is available for a minimum term specified in Addendum A. After this original term, the DSL Service will be continued on a month to month basis, subject to the terms of this Agreement. Customer may cancel any DSL Service upon thirty (30) days written notice to ACN but in the case of a cancellation prior to the expiration of the original term, Customer shall be liable for all fees for the DSL Service up to the date of cancellation, plus a termination fee specified in Addendum A. Customer acknowledges that this early termination fee is a liquidated damage and not a penalty and that the fees for DSL Service would be substantially higher but for this provision. As stated in the Section titled Billing and Payment, monthly recurring charges are charged in full as of the first day of a billing cycle and will not be prorated if service is disconnected prior to the end of that billing period. PLEASE NOTE If you have ACN Local/ Long Distance service along with your DSL Service and you elect to cancel your Local/Long Distance service, SUCH CANCELLATION WILL AUTOMATICALLY CANCEL YOUR DSL SERVICE and termination fee may apply Stand-alone DSL Service. It is possible to terminate your Digital Phone Service but not terminate your DSL Service at the same time if your overall account is in good standing. If your account is not in good standing and you terminate your Digital Phone Service, your DSL Service will be deemed by ACN as terminated at the same time as your Digital Phone Service. Any early termination fees for both DSL and Digital Phone Service as described in this Agreement may apply. If your account is in good standing when you cancel your Digital Phone Service, early termination fees for your Digital Phone Service may apply, and your DSL Service will remain in place; HOWEVER, your DSL Service will be converted to a Stand-Alone DSL Service. Stand Alone DSL Service has a higher monthly recurring charge. 3.7 Devices You are deemed the owner of any device purchased or provided to you for use of the DSL Service and you bear all risk of loss of, theft of, or damage to the equipment, from the time it is received by you. Any 12 replacement equipment will be charged to you at the then current price for such equipment found in DSL Price Schedule and Technical Requirements found on If no identical replacement device is available, ACN reserves the right to provide similar equipment at the same price Software (a) Software. Use of the DSL Service may require or enable you to download or otherwise install or use certain software that is owned by ACN or by third parties (the Software ). By installing the Software and using the DSL Services or using equipment with imbedded Software, you are agreeing to abide by all the terms and conditions of this Agreement that related to the Software, including without limitations the terms and conditions of this Section. (b) License. If the Software is accompanied by an end user license agreement (EULA), your use of the Software is governed by the terms of that agreement and by the terms of this Agreement where applicable. You must accept and agree to the terms of the EULA before installing the Software and using the DSL Service. (c) Modification. You may not modify the Software in any way or change or delete any notices of any kind that appear on or are used in connection with the Software or the DSL Service. (d) Ownership. You acknowledge and agree that ACN or a third-party licensor or supplier of the Software, as applicable, owns all right, title and interest in the Software and related documentation. (e) Export. The Software may only be used in the United States. (f ) Updates, Upgrades or Changes. You agree to cooperate with ACN for any updates, upgrades or changes to the Software from time to time. (g) Termination. ACN may discontinue provision of the Software for any reason, including without limitation if ACN s agreement with a Software supplier is terminated. Upon ACN notice to you or discontinuance of your DSL Service, you must immediately stop using the Software, remove it from you computer and destroy any copies. 4. CHANGES TO THIS AGREEMENT ACN may change this Agreement, including the Acceptable Use Policy, Privacy Policy and rates applicable to the Service, from time to time, in its sole discretion. Notice of such changes will be deemed to be effective on the date the updated Agreement is posted to the ACN web site. You may review the current Agreement, including the Acceptable Use Policy, Privacy Policy and rates applicable to the Service, at any time by visiting Please review these documents at periodically to familiarize yourself with the most current version. This Agreement as posted supersedes all previously agreed

13 to electronic and written versions of this Agreement. 5. CREDIT / CHARGES / PAYMENTS / DEFAULT / TAXES / TERMINATION 5.1 Credit. Applicants for ACN service(s) may be subject to credit review, as allowed by law. By requesting that service be initiated, you authorize ACN to check credit scores, and to request from consumer reporting agencies information regarding employment, credit history, past address, and in the event it becomes necessary, to recheck such information. If you believe that ACN has reported inaccurate information to a consumer reporting agency, you may send us a written notice describing the specific inaccuracy. Depending upon the results of the investigation, ACN may or may not request that said alleged inaccurate information be removed from your credit history. The results of a credit check will determine eligibility for ACN promotions. 5.2 Billing; Payment; Overage Charges. You must provide a valid credit or debit card number (Visa, MasterCard, American Express, Discover or any other issuer then-accepted by ACN ) when the Service is activated. ACN reserves the right, in its sole discretion, to stop accepting credit cards from one or more issuers. If your card expires, you close your account, your billing address changes, or the card is cancelled and replaced owing to loss or theft, you must advise ACN promptly by either updating your card information within your Personal Data via your online account or contacting the ACN Digital Phone Service customer service department. Failure to maintain a valid credit or debit card on file or to update your information could result in your Service being suspended. ACN will bill all charges, including without limitation, applicable rate plan minute allotment, applicable taxes and surcharges monthly in advance except for usage-based charges, including, without limitation, per minute charges for incoming toll free (e.g. 800, 877, etc.) calls and international calling usage charges that vary by country, which will be billed monthly in arrears, and any other charges which ACN bills in arrears to your credit or debit card, including but not limited to: activation fees, monthly Service fees, advanced feature charges, equipment purchases, disconnect fees and shipping and handling charges. Any usage-based charges will be billed in increments that are rounded up to the nearest minute except as otherwise set forth in the rate schedules found on ACN s website, Service is intended for typical residential voice usage. Non-typical or non-voice usage may result in additional charges. ACN reserves the right to bill out of cycle for non-typical usage. 5.3 Billing Disputes. You must notify ACN in writing within 7 days after receiving your credit card statement if you dispute any ACN charges on that statement or such dispute will be deemed waived. Monthly bill itemization detail can be found at your Customer online account. You will not receive a separately itemized paper bill in the mail. Billing disputes should be delivered to the following address: 5.4 Payment. ACN accepts payments only by credit card or debit card as set forth in Section 5.2. The initial placement of your order by clicking the Continue button and accepting terms and conditions authorizes ACN to charge the credit or debit card account number on file with ACN, including any changed information you have given ACN, if the card expires or is replaced, or if you substitute a different card, for ACN charges as set forth in Section 5.2. This authorization will remain valid until thirty (30) days after ACN receives your written notice terminating ACN s authority to charge your credit or debit card, whereupon ACN will charge you the disconnect fee and any other outstanding charges and terminate the Service. ACN may terminate your Service and this Agreement at any time in its sole discretion if any charge to your credit or debit card on file with ACN is declined or reversed, your credit or debit card expires and you have not provided ACN with a valid replacement credit or debit card or in case of any other non-payment of account charges. Termination of Service for declined or expired card, reversed charges or non-payment leaves you FULLY LIABLE TO ACN FOR ALL CHARGES ACCRUED BEFORE TERMINATION and for all costs incurred by ACN in collecting such amounts, such as (but not limited to) collection costs and attorneys fees. 5.5 Termination/Discontinuance of Service. ACN reserves the right to change, suspend or discontinue providing the Service generally, or to terminate your Service, at any time in its sole discretion. If your Service is terminated for any stated reason, including without limitation violation of this Agreement, or because of any improper use of the Service (such as, but not limited to, your attempts to hack, disrupt, or misuse the Service or your acts or omissions that violate any acceptable use policy of ACN or of a third-party provider to which ACN is subject), you will be responsible for, in addition to ACN s other rights and remedies, the full month s charges to the end of the current term, including without limitation unbilled charges, plus the disconnect fee set forth in Section 2.1, all of which immediately become due and payable. 5.6 Taxes. You are responsible for, and shall pay, any applicable federal, state, provincial, municipal, local or other governmental sales, use, excise, value-added, personal property, public utility or other taxes, fees or charges now in force or enacted in the future, that arise from or as a result of your subscription or use or payment for the Service and Devices. Such amounts are in addition to payment for the Service and will be billed to your credit or debit card as set forth in this Agreement. If you are exempt from payment of such taxes, 13

14 you must provide ACN with an original certificate that satisfies applicable legal requirement attesting to taxexempt status. Tax exemption will only apply from and after the date ACN receives such valid certificate. 5.7 Fees Associated with Collection of Outstanding Balance. If your service is canceled or suspended for any reason, you are still responsible for all the outstanding charges for that service, including payment of any bills that remain outstanding after that date of cancellation or suspension. In the event that ACN incurs any fees or expenses, including attorney s fees or collection agencies fees, collecting or attempting to collect, any charges owed ACN, ACN may collect from you all such fees and expenses reasonably incurred, including a Late Payment Fee on the unpaid charges. 6. WARRANTY AND LIABILITY LIMITATIONS/ INDEMNIFICATION. 6.1 Limitation of Liability. IN ADDITION TO THE DISCLAIMERS OF LIABILITY ELSE- WHERE IN THIS AGREEMENT, IN NO EVENT SHALL ACN, ITS OFFICERS, DIRECTORS, EMPLOYEES, AFFILIATES, AGENTS OR ANY OTHER THIRD-PARTY PROVIDER WHO FURNISHES SERVICES TO CUSTOMER IN CONNECTION WITH THIS AGREEMENT OR THE SERVICE BE LIABLE FOR ANY DELAY OR FAILURE TO PROVIDE THE SERVICE, IN- CLUDING E911 DIALING, AT ANY TIME OR FROM TIME TO TIME, OR ANY INTERRUPTION OR DEGRADATION OF VOICE QUALITY THAT IS CAUSED IN WHOLE OR IN PART BY ANY OF THE FOLLOWING: 1.) ACT OR OMIS- SION OF AN UNDERLYING CARRIER, SERVICE PROVIDER, VENDOR OR OTHER THIRD PARTY; 2.) EQUIPMENT, NET- WORK OR FACILITY FAILURE; 3.) EQUIPMENT, NETWORK OR FACILITY UPGRADE OR MODIFICATION; 4.) FORCE MAJEURE EVENTS SUCH AS (BUT NOT LIMITED TO) ACTS OF GOD; TERRORISM, STRIKES; FIRE; WAR; RIOT; GOVERNMENT ACTIONS; 5.) EQUIPMENT, NETWORK OR FACILITY SHORTAGE; 6.) EQUIPMENT OR FACILITY RELOCATION; 7.) SERVICE, EQUIPMENT, NETWORK OR FACILITY FAILURE CAUSED BY THE LOSS OF POWER; 8.) OUTAGE OF CUSTOMER S ISP OR BROADBAND SERVICE PROVIDER; 9.) ACT OR OMISSION OF CUSTOMER OR ANY PERSON USING THE SERVICE PROVIDED TO CUS- TOMER; 10.) ANY OTHER CAUSE THAT IS BEYOND ACN S CONTROL, INCLUDING WITHOUT LIMITATION A FAIL- URE OF OR DEFECT IN ANY SERVICE, THE FAILURE OF AN INCOMING OR OUTGOING COMMUNICATION, THE INABILITY OF COMMUNICATIONS (INCLUDING WITH- OUT LIMITATION 911 DIALING) TO BE CONNECTED OR COMPLETED, OR DEGRADATION OF VOICE QUAL- ITY. ACN S AGGREGATE LIABILITY FOR (I) ANY FAILURE OR MISTAKE; (II) ANY CLAIM WITH RESPECT TO ACN S PERFORMANCE OR NONPERFORMANCE HEREUNDER OR (III) ANY ACN ACT OR OMISSION IN CONNECTION WITH THE SUBJECT MATTER HEREOF SHALL IN NO EVENT EXCEED SERVICE CHARGES WITH RESPECT TO THE AFFECTED TIME PERIOD. IN NO EVENT SHALL ACN, 14 ITS OFFICERS, DIRECTORS, EMPLOYEES, AFFILIATES OR AGENTS OR ANY OTHER SERVICE PROVIDER WHO FUR- NISHES SERVICES TO CUSTOMER IN CONNECTION WITH THIS AGREEMENT OR THE SERVICE BE LIABLE FOR ANY, INCIDENTAL, INDIRECT, SPECIAL, PUNITIVE, EXEMPLARY OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF DATA, LOSS OF REVENUE OR PROF- ITS, OR DAMAGES ARISING OUT OF OR IN CONNECTION WITH THE USE OR INABILITY TO USE THE SERVICE, IN- CLUDING INABILITY TO BE ABLE TO DIAL E911 OR TO ACCESS EMERGENCY SERVICE PERSONNEL THROUGH THE SERVICE. THE LIMITATIONS SET FORTH HEREIN AP- PLY TO CLAIMS FOUNDED IN BREACH OF CONTRACT, BREACH OF WARRANTY, PRODUCT LIABILITY, TORT, INFRINGEMENT AND ANY AND ALL OTHER THEORIES OF LIABILITY AND APPLY WHETHER OR NOT ACN WAS INFORMED OF THE LIKELIHOOD OF ANY PARTICULAR TYPE OF DAMAGES. THIS SECTION 6.1 SHALL SURVIVE THE TERMINATION OF THIS AGREEMENT. 6.2 Indemnification. Customer agrees to defend, indemnify and hold harmless ACN, its officers, directors, employees, affiliates and agents and any other third-party provider who furnishes products or services to Customer in connection with this Agreement or the Service or Device (and, at ACN s option, either defend ACN and/ or its service providers or pay ACN and/or its service providers cost of defense) from and against all claims, losses, damages, fines, liabilities, penalties, costs and expenses of any nature whatsoever ( Liability ), including reasonable attorneys fees, related to or arising from: (a) the use of the Service by Customer or any User; (b) any violation of applicable laws, regulations or this Agreement by you or any User; (c) negligent acts, errors or omissions by you or any User; (d) injuries to or death of any person, and for damages to or loss of any property, which may in any way arise out of or result from or in connection with this Agreement, except to the extent that such liabilities arise from the gross negligence or willful misconduct of ACN; (e) claims for infringement of any intellectual property rights arising from your or any Users use of the Service, Software, the Internet, Personal Data or Content (as defined in Section below); (f ) claims arising from Content transmitted by or to you or Users; (g) the use of the Services with any interface devices not provided by ACN; or (h) the absence, failure or outage of the Service, including the 911 emergency response service accessible through the Services, and/ or the inability of you or any User to be able to access emergency response center personnel, whether arising out of misrouting of 911 calls due to your failure to provide ACN with accurate and up-to-date Service Address information or other information or your failure to follow activation procedures for 911 calling. This Section 6.2 shall survive termination of this Agreement. 6.3 Disclaimer of Warranties ACN will provide a limited warranty on the Iris Videophone Device as to manufacturing defects only

15 for a period of one (1) year from the date of purchase. This limited warranty does not apply to any defect or failure other than a manufacturing defect, and, without limiting the generality of the foregoing, does not apply to any defect caused by damage in transit, retailer handling or Customer handling. A Customer s sole remedy for any breach of this limited warranty is to obtain a repaired or replacement Device, by following the return procedures set forth in Section OTHER THAN WARRANTIES AS TO THE IRIS VIDEO- PHONE EXPRESSLY SET FORTH IN THE SECTION ABOVE, THE SERVICE AND THE DEVICES ARE PROVIDED AS IS AND ACN MAKES NO WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS OF THE SERVICE FOR A PARTICULAR PURPOSE, TITLE OR NON-INFRINGEMENT OR ANY WARRANTY ARIS- ING BY USAGE OF TRADE, COURSE OF DEALING OR COURSE OF PERFORMANCE OR ANY WARRANTY THAT THE SERVICE OR THE DEVICE WILL MEET CUSTOMER S REQUIREMENTS. WITHOUT LIMITING THE FOREGOING, ACN DOES NOT WARRANT THAT THE SERVICE OR THE DEVICE WILL BE WITHOUT FAILURE, DELAY, INTERRUP- TION, ERROR, DEGRADATION OF VOICE QUALITY OR LOSS OF CONTENT, DATA OR INFORMATION. NEITHER ACN NOR ITS OFFICERS, DIRECTORS, EMPLOYEES, AF- FILIATES OR AGENTS OR ANY OTHER SERVICE PROVIDER OR VENDOR WHO FURNISHES SERVICES OR PRODUCTS TO CUSTOMER IN CONNECTION WITH THIS AGREE- MENT, THE SERVICE OR THE DEVICE WILL BE LIABLE FOR UNAUTHORIZED ACCESS TO ACN S OR CUSTOMER S TRANSMISSION FACILITIES OR PREMISES EQUIPMENT OR FOR UNAUTHORIZED ACCESS TO, OR ALTERATION, THEFT OR DESTRUCTION OF, CUSTOMER S CONTENT, DATA FILES, PROGRAMS, PROCEDURES OR INFORMA- TION THROUGH ACCIDENT, FRAUDULENT MEANS OR DEVICES OR ANY OTHER METHOD, REGARDLESS OF WHETHER SUCH DAMAGE OCCURS AS A RESULT OF ACN S OR ITS SERVICE PROVIDER S OR VENDORS NEG- LIGENCE STATEMENTS AND DESCRIPTIONS CONCERN- ING THE SERVICE OR DEVICE, IF ANY, BY ACN OR ACN S AGENTS OR INSTALLERS ARE INFORMATIONAL AND ARE NOT GIVEN AS A WARRANTY OF ANY KIND. 6.4 No Third Party Beneficiaries. There are no third party beneficiaries to this Agreement. No provision of this Agreement provides any person or entity not a party to this Agreement with any remedy, claim, liability, reimbursement, or cause of action or creates any other third party beneficiary rights. 6.5 Content You are responsible for any and all liability that may arise out of the content transmitted by or uploaded to you or Users using the Services ( Content ), including Family Plan customers. Customer hereby grants a non-exclusive, non-transferable, license to ACN and its third-party providers to use such Content, but solely in connection with and only for the term of the Service You shall assure that your or User s Content and use of the Services will at all times comply with all applicable laws, regulations and written and electronic instructions for use. ACN reserves the right, in addition to its other rights and remedies, to terminate or suspend affected Services, and/or remove your or Users Content from the Services, if ACN determines that such use or Content does not conform with the requirements set forth in this Agreement or interferes with ACN s ability to provide Services to you or others or ACN receives notice from anyone that your or Users use or Content may violate any laws, regulations, the Acceptable Use Policy or the Privacy Policy. ACN s actions or inaction under this Section shall not constitute review or approval of your or Users use or Content. 7. MISCELLANEOUS. 7.1 Conflicts. In the event of a conflict between this Agreement and any applicable tariff, the tariff shall prevail. In accordance with Section 4, ACN reserves the right to modify the Service at any time to reflect any change in any governing law, applicable tariff or underlying network service or component affecting the Service. 7.2 Governing Law. This Agreement, and the rights and obligations of the parties hereunder, shall be governed by the laws of the State of North Carolina, without reference to its choice of law rules. In addition, this Agreement will not be governed or interpreted in any way by referring to any law based on the Uniform Computer Information Transactions Act ( UCITA ), even if that law has been adopted in North Carolina, and application of the United Nations Convention on Contracts for the International Sale of Goods and the United Nations Convention on the Limitation Period in the International Sale of Goods are hereby excluded. All information available at is subject to U.S. export control laws and may also be subject to the laws of the country where you reside. All Services, Devices and publications are commercial in nature. 7.3 Entire Agreement: Your Agreement with ACN constitutes the entire Agreement between ACN and you and supersedes all prior agreements, representations, and understandings. This Agreement can only be amended by ACN, as provided in this Agreement. No written or verbal statement, advertisement, or product description will contradict, interpret, or supplement this Agreement. 7.4 Severability. Each provision of this Agreement applies to the fullest extent permitted by applicable law. If any provision of this Agreement is determined to be invalid or unenforceable by a court of competent jurisdiction, the remainder of this Agreement shall remain valid and enforceable. 15

16 7.5 All notices required or permitted by this Agreement will be provided as follows. Notices from ACN to you will be sent to your last known address as reflected in the company records of ACN, and provided by one of the following methods: (i) by U.S. mail, postage prepaid; (ii) by a notation on, or an insert with, your billing invoice; or (iii) with your prior consent, by . Notices from you to ACN that are required to be in writing shall be mailed to ACN Customer Care. Written notifications shall be deemed given: (i) three (3) business days after deposit of the notice in the United States mail, postage prepaid; or (ii) on the same business day, if sent to you by DISPUTE RESOLUTION PLEASE READ THIS SECTION OF THE AGREEMENT CAREFULLY, AS IT PROVIDES FOR THE RESOLUTION OF MOST DISPUTES THROUGH BINDING ARBITRATION. YOU WILL CONTINUE TO HAVE CERTAIN RIGHTS TO SEEK RELIEF FROM AN APPROPRIATE GOVERNMENTAL REGULATORY AGENCY If you have a dispute covering your service or your invoice, please first call ACN Customer Care The arbitration process established in this Agreement is governed by the Federal Arbitration Act and you have the right to take any qualifying dispute to small claims court, rather than to arbitration. All other disputes arising out of ACN s services and/ or this Agreement (whether based in contract, tort, statute, fraud, misrepresentation, or any other legal or equitable theory) must be resolved by final and binding arbitration Before initiating arbitration concerning this Agreement or ACN s services, you must notify ACN in writing of such dispute to give ACN an opportunity to resolve the dispute. The written notice must be mailed to: ACN Customer Care, 1000 Progress Place, Concord, NC ACN also has the right to initiate arbitration based on disputes with you arising out of ACN s services or this Agreement. Before initiating arbitration, ACN must also attempt to resolve the dispute by first contacting you Any dispute arising out of ACN s services and/ or this Agreement that is not satisfactorily resolved, within 60 days from the date that you or ACN is notified by the other party of the dispute, may be submitted to the American Arbitration Association ( AAA ) for final and binding arbitration. Any claim or dispute arising out of ACN s services and/ or this Agreement must be brought within two (2) years after the date on which the basis for the claim or dispute first arises For a dispute involving $10,000 or less, the arbitration shall be conducted in accordance with the Consumer Arbitration Rules of the AAA, as in 16 effect at the time of the arbitration, and as modified by this Agreement. Disputes in excess of $10,000 shall be governed by the AAA s Commercial Arbitration Rules and fee schedules. You may contact AAA in writing at AAA, One Towne Square, Suite 1600, Southfield, MI You may also obtain additional information about AAA and its procedures from AAA s website, at In conducting the arbitration, and in making any award, the arbitrator will be bound by and must strictly enforce the terms of this Agreement, and will not expand, limit, or otherwise modify the terms of this Agreement. The arbitrator will not award damages that are not expressly authorized by this Agreement. The arbitrator will not have authority to award punitive or exemplary damages or attorneys fees. You and ACN expressly waive any claims for an award of damages that are excluded under this Agreement The arbitration will be based only on written submissions of the parties, and the documents submitted to the AAA relating to the dispute, unless either party requests that the arbitration be conducted pursuant to the AAA s in-person, telephonic, or on-line procedures. Unless mutually agreed by the parties, any in-person arbitration will be conducted at a location selected by AAA in the state of your primary residence. You have the right to be represented by an attorney in any arbitration You must pay the applicable AAA filing fee when you submit your written request for arbitration to the AAA. Unless otherwise provided for in the AAA rules, or in the arbitration award, all other administrative fees and expenses of arbitration, including the fees and expenses of the arbitrator, will be divided equally between you and ACN. The prevailing party may seek to recover from the other party the AAA s fees and the expenses of the arbitrator. If you select an in-person, telephonic, or on-line arbitration process, you must pay your share of any higher administrative fees and costs for the process you select. 8.9 Unless applicable substantive law provides otherwise, each party will pay its own expenses to participate in the arbitration, including attorneys fees and expenses for witnesses, document production, and evidence presentation All post-award proceedings will be governed by the Federal Arbitration Act. Any award may be confirmed and enforced in any court of competent jurisdiction. The arbitration will be confidential. Neither you nor ACN may disclose the existence, content, or results of the arbitration, except to confirm and enforce the award, or as may be required by law Each dispute arising out of ACN s services or

17 this Agreement will be resolved on an individual basis. You may not join your dispute with the claims or disputes of any other customer(s), in any other lawsuit or arbitration. You specifically agree that you will not bring any dispute as part of a class-action, and further agree not to act as a class representative or participate as a member of a class of claimants with respect to any dispute arising out of ACN s services or this Agreement. ADDENDUM A Term Period Original Term Early Termination Fee Markets served by Qwest 24 months $200 Markets served by Verizon 12 months $165 minus $13.75 for each complete month of DSL Service 17

18 18

19 Bienvenido Gracias por escoger a ACN como su proveedor de Servicio Telefónico Digital. La caja que usted ha recibido contiene su Equipo y una Guía de Instalación Rápida. Siga estos simples pasos para comenzar a disfrutar de su servicio: 1. REVISE la lista de contenidos en el sobre de la Guía de Instalación Rápida para asegurarse que el paquete del teléfono de video esta completo. 2. SIGA la Guía de Instalación Rápida para instalar su Servicio Telefónico Digital. 3. LEA la información del servicio 911 en la página 3 y utilice las etiquetas proporcionadas en el sobre de bienvenida. Para lograr los máximos beneficios del Servicio Telefónico Digital y comprender como usar todas sus nuevas y grandes opciones, visite su cuenta en myacn.com desde allí usted podrá: Ver la página principal de su cuenta. Manejar y escuchar sus correos de voz. Ver los detalles de sus llamadas, incluyendo las llamadas hechas, tiempo y duración de la llamada. Maneje sus nuevas opciones, incluyendo preferencias de la ruta de las llamadas. Leer las preguntas más frecuentes (FAQs) Tener acceso a los Términos y Condiciones de su Servicio Telefónico Digital. Para tener acceso a su cuenta, por favor utilice la identificación de ingreso y contraseña creada cuando usted se inscribió en el Servicio Telefónico Digital. Nota: Los clientes que transfieren su número de teléfono existente serán notificados por correo electrónico cuando la transferencia sea completada. Por favor espere de 14 a 21 días. Es nuestro placer darle la bienvenida a usted a la familia de clientes de ACN. Esperamos servirle por muchos años y ayudarlo con todas sus preguntas. Por favor revise: 911 Información Importante - página 18 Resumen de la Lista de Características - página 19 ACN Customer Care Soporte Técnico de ACN Disponible las 24 horas al día, los siete días a la semana myacn.com 19

20 INFORMACIÓN IMPORTANTE E911 y POR FAVOR LEER El sistema de ACN tiene el soporte para las llamadas E911 en la mayoría del país, hay ciertas áreas en las cuales aún no está disponible. Para esas áreas del país donde E911 no está disponible, nosotros ofrecemos el servicio 911 básico. Para determinar si usted tiene el servicio E911 o servicio 911 básico, por favor verifíque el mensaje de bienvenida en su buzón del correo de voz, o llame al Soporte Técnico de ACN al o envíenos un correo electrónico a si usted no está seguro de su estado 911. Es importante que usted tenga un claro entendimiento de los servicios 911 (E911) y 911 Básico de ACN: E911 Con el E911, su número de teléfono y localidad son automáticamente transmitidos al operador del servicio de emergencia durante la llamada. Estas dos opciones (número de teléfono y localidad) es lo que hace que el E911 sea mucho mejor. Por favor tome nota que si mueve el ATA o Teléfono de Video a una localidad diferente, la transmisión automática de su número de teléfono y ubicación puede no estar disponible. Basic 911 Con el Servicio Básico 911, su llamada puede ser transmitida al centro de ayuda y emergencia más cercano. Cuando el centro recibe su llamada, la operadora del servicio de emergencia no tendrá su dirección y puede que no tenga su número de teléfono, por lo tanto usted tiene que proveer esta información para poder recibir ayuda. Algunos complejos de servicio de emergencia locales pueden decidir no contestar los números generales administrativos por operadores en vivo las 24 horas al día, 7 días a la semana. En realidad, algunas llamadas pueden ir directamente al correo de voz, ser contestadas por personas no entrenadas para manejar llamadas de emergencias o no se contestan si el complejo está recibiendo un alto número de llamadas 911. IMPORTANTE: Los servicios E911 y 911 básico no funcionan en el evento de un apagón, perdida de servicio de banda ancha de Internet, suspensión desconexión de su Servicio Telefónico Digital de ACN. Para su seguridad, ACN esta proporcionándole etiquetas que vienen dentro del sobre de bienvenida para informar a todos los usuarios sobre las limitaciones cuando llama al 911desde el Teléfono Digital de ACN. Por favor coloque estas etiquetas cerca de sus teléfonos digitales e incluya sus números locales de servicios de emergencia. Los términos y condiciones e información adicional relacionada con el E911 o E911 básico, está disponible en nuestra página en Internet myacn.com. 20

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