VoIP Service Terms

1. The Front Desk Voice Service

The Voice Service is a cloud-based Voice over Internet Protocol ("VoIP") telephony system that integrates with the Front Desk Software to automate and support aspects of your customer and patient communication, including answering inbound calls with an AI receptionist, routing and transferring calls, recording and transcribing calls, sending call notifications, and placing outbound calls. The Voice Service is delivered through Front Desk's third-party telecommunications carriers and infrastructure providers. Features and settings of the Voice Service are configured through the Front Desk platform, and availability of specific features may depend on your subscription plan.

2. Phone Numbers and Porting

3. Account Security and Fraud Prevention

You are solely responsible for securing access to your Voice Service and for all use of the Voice Service under your account. This includes securing all credentials used to access the Voice Service and terminating access for any end users who are no longer authorized by you. If you have reason to believe your Voice Service is no longer secure — for example, due to unauthorized, fraudulent, or prohibited use — you agree to notify Front Desk immediately at help@frontdesk.care. You may be liable for losses incurred by Front Desk or others due to unauthorized use of your Voice Service.

If Front Desk discovers or reasonably believes that suspicious or fraudulent calls are being made from your account, that calling patterns or volumes are materially outside your regular usage, or that other unauthorized or prohibited usage is occurring, you consent to Front Desk taking actions it deems reasonably necessary — including temporary suspension of the affected service or blocking or limiting calls to particular numbers or geographic areas — without prior notice where immediate action is required to protect Front Desk, its vendors, its other customers, the Service, or third parties. Front Desk is not liable for fraudulent calls processed and billed to your account unless such calls result from Front Desk's gross negligence or willful misconduct.

4. Call Recording, Transcription, and AI Disclosure

The Voice Service may record, transcribe, and analyze calls to provide features such as call logs, transcripts, summaries, and analytics. Call recording and monitoring laws vary by jurisdiction, and some jurisdictions require the consent of all parties to a call. You are solely responsible for:

• Complying with all applicable call recording, monitoring, wiretap, and consent laws in the jurisdictions where you and your callers are located;
• Providing any legally required notices or disclosures to callers, including notice that calls may be recorded and, where required by applicable law, that callers are interacting with an automated or artificial-intelligence system;
• Obtaining any consents required for the collection and processing of call content, including protected health information where applicable (see our Business Associate Agreement and HIPAA Compliance pages).

Front Desk provides configurable disclosure options (such as greeting language noting AI assistance and recording), but you are responsible for enabling and verifying the disclosures appropriate to your jurisdiction and use case.

5. Regulatory Compliance

6. 911 Emergency Calling Limitations

The Voice Service is designed primarily for business call answering and communication automation. VoIP-based telephone calls, while appearing similar to traditional telephone service, have unique limitations, particularly with respect to 911 emergency calling. By using the Voice Service you acknowledge and agree to the following, and to the additional information in our Important 911 Information notice:

7. Disclaimer; Indemnification

Front Desk relies on qualified third-party carriers and providers to route calls, including 911 emergency calls where available. Front Desk does not control emergency response centers, emergency responders, or other third parties, and, to the extent permitted by applicable law, you release, discharge, and hold harmless Front Desk from any liability relating to or arising from the acts or omissions of such third parties in the handling of or response to any emergency call.

Without limiting the Terms of Service, you agree to defend, indemnify, and hold harmless Front Desk and its affiliates, and their employees, contractors, agents, officers, and directors, from and against any and all claims, damages, obligations, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising from or related to: (a) your or your end users' failure to provide accurate, current, and complete information, including physical service addresses; (b) your failure to notify any person using the Voice Service of the 911 limitations described above; (c) the inability of any user or third party to reach emergency services through the Voice Service; or (d) your violation of call recording, consent, telemarketing, or other communications laws in connection with your use of the Voice Service. The Voice Service is subject to all limitations of liability, disclaimers of warranty, and indemnification obligations set forth in the Terms of Service.

8. Term and Termination

These VoIP Terms take effect on the date you first sign up for or use the Voice Service and remain in effect until you cancel the Voice Service by notifying Front Desk, or until you or Front Desk terminate the Terms of Service in accordance with their terms.

9. Ratification

By accessing or otherwise using the Voice Service, you expressly acknowledge and agree to these VoIP Terms in addition to the Front Desk Terms of Service.

Contact

Questions about these VoIP Terms? Contact us at help@frontdesk.care.