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Terms and conditions Acceptable Use The Customer is responsible for all activity it conducts using the Services. Customer will not use the Services for purposes proscribed by LCA Systems Inc. (“LCA”) from time to time, including without limitation: illegal or inappropriate purposes; sending spam; perpetration of security breaches; hacking; privacy breaches; fraudulent activity; distribution of viruses or other harmful code; transmission, distribution or storage of any material protected by copyright, trade-mark, trade secret or other intellectual property right without proper authorization or rights, or material that is infringing, obscene, defamatory, fraudulent, discriminatory, or abusive; any unauthorized access, alteration, theft, corruption or destruction of files, data, transmission facilities or equipment. LCA does not routinely monitor the use of the Service for all such uses, but may in its discretion suspend the access of offending users. Reporting Abuse and Security Concerns To report abuse of our services, suspicious account activity, or security concerns, contact our cybersecurity team at security@yovu.ca. One of our cybersecurity specialists will review your report and be in contact to resolve the incident. Please include the following details in your email: A detailed description of the issue Calling or called phone numbers, if present MAC or IP addresses, if present The time and date of the occurrence Any additional logs, packet captures, or configuration files related to the incident Support LCA shall provide support (“Support”) for the YOVU Services on the terms contained herein. Support does not include any enhancements or customizations. Support is provided between 08:30 – 17:00 Hrs. Eastern time Monday to Friday (excluding statutory and civic holidays) (“Regular Time”). After-hours emergency support is available 24/7. Support will include upgrades from time to time as deemed necessary by LCA, or as LCA provides to its customers generally. Such upgrades will require a maintenance window for a reasonable time for which advance notice will be given. LCA may charge for Support at its then-current rates for equipment not supplied by LCA, or if LCA equipment (i) has been serviced, installed, altered (hardware or software), replaced or relocated, by any person other than those designated prior by LCA.; (ii) displays defects which are cosmetic in nature and/or are the result of mishandling, abuse, misuse or improper storage or operation, installation or maintenance by any person(s) other than LCA; (iii) has been damaged by any external causes whatsoever including use in conjunction with equipment which is electronically or mechanically incompatible; (iv) has not been used in accordance with the environmental conditions as stipulated by both LCA and the manufacture of the equipment. After-hours support details Emergency Services and 9-1-1 The Services are provided using Voice over Internet Protocol (VoIP). While VoIP calling appears similar to traditional telephone service, 9-1-1 calling over VoIP carries limitations that do not apply to a traditional telephone line, and the Customer acknowledges and accepts those differences. A 9-1-1 call placed using the Services is routed to a third-party call centre, which transfers the call to the emergency authority serving the service address registered for that telephone number. That call centre may not automatically receive the Customer's name, address or telephone number, and the Customer may be required to provide them. The Customer must not disconnect a 9-1-1 call until instructed to do so by the dispatcher. The Customer must register a physical location for each telephone number used with the Services and keep that location current. If equipment is moved to a different physical location, the Customer must update the registered service address. Where the registered address is inaccurate or out of date, a 9-1-1 call may be directed to the wrong emergency authority. 9-1-1 calling depends on an active subscription, electrical power and internet connectivity. A power, network or internet outage, network congestion, or suspension or termination of the Services for any reason, including non-payment, will interrupt or prevent 9-1-1 calling. The Customer should maintain an alternative means of reaching emergency services, such as a cellular telephone. The Services do not support text or SMS messages to 9-1-1. The Customer must inform all employees, guests and other persons who may use the Services of the nature and limitations of 9-1-1 calling described in this section. To the extent permitted by law, LCA is not liable for any claim, damage or loss arising from an inability to reach emergency services using the Services, including any failure, outage, delay or misrouting of a 9-1-1 call, except where the claim, damage or loss results from LCA's gross negligence or wilful misconduct. The Customer agrees to defend and indemnify LCA against claims brought by any user of the Customer's service relating to the same, subject to the same exception. VoIP 9-1-1 information Dispute Resolution To resolve disputes which may arise between the parties, any party will notify the other in writing of its intent to escalate to each parties’ President or CEO. If the issue is not resolved within ten (10) days, then the resolution of the dispute shall be referred to a mediator chosen by the parties. If the parties are unable to agree on a mediator, then either party may apply to a judge of the Ontario Court (General Division), and such judge shall appoint an independent mediator with relevant experience and sufficient qualifications to provide mediation services to the Parties. If the parties are unable to resolve the dispute with the assistance of the mediator, within fifteen (15) days of the appointment thereof, the dispute shall be settled by arbitration in accordance with the Arbitrations Act (Ontario). If the Customer does not have a Canadian business establishment, the arbitration shall be in accordance with the International Commercial Arbitration Act (Ontario). The award of the arbitration shall be final and binding upon the parties hereto, and enforceable in any court of competent jurisdiction. The venue for any arbitration hereunder shall be London, Ontario. Nothing in this section shall defer or interfere with the entitlement of either party to obtain injunctive relief. How to Contact Us Questions about these terms can be directed to: LCA Systems Inc. (operating as YOVU Office Phone), 1105 Frances Street, London, Ontario N5W 2L9, Canada Sales: +1 (519) 488-1001Support: +1 (844) 685-1001