Rogers Xfinity Self Protection

These Rogers Xfinity Self Protection Urgent Response Terms and Conditions (“Terms") apply to your subscription and use of the Urgent Response add-on to the Rogers Xfinity Self Protection service (“Urgent Response”), which is provided to you by Rogers.

Urgent Response is not professionally monitored home security. Once activated in the Rogers Xfinity app (the “App”), and when in “Away” mode, if you receive a motion alert, this add-on service allows you to call a dispatch service from your mobile phone via the App to request local police or authority dispatch to your premises. It is intended for use only when you are outside your premises’ municipality.

In these Terms, “Rogers”, “Shaw”, “us”, “we”, and “our” means Rogers Communications Canada Inc.

These Terms must be read with and form part of your applicable Rogers (or Shaw) residential service agreement, and your Rogers (or Shaw) Terms of Service, Acceptable Use Policy and Privacy Policy, available at rogers.com/terms and shaw.ca/terms-of-use, as applicable (your “Agreement”), including all warranties, limitation of liability and indemnity provisions found in those documents.

By subscribing to or using the Urgent Response add-on service, you acknowledge and agree to these Terms.

Urgent Response is subject to the following requirements and limitations:

a.      Urgent Response is not professionally monitored home security.

b.      Urgent Response requires a Self Protection 24/7 Video Recording subscription with at least one camera.

c.      Urgent Response only works if you activate it via your Rogers Xfinity app, and when your service is in “Away” mode.

d.      Local authorities will only be requested by the dispatch service if you speak directly to the dispatch service and make this request. Rogers is not responsible if either the dispatch service or the local authorities fail to respond properly to a call.

e.      If your call with the dispatch service is disconnected for any reason, you will not be called back.

f.        Neither Rogers nor the dispatch service monitor the videos or notifications used in association with the Urgent Response service.

g.       The dispatch service will not receive any information from or about the sensors, cameras or monitors at your premises.

h.      Urgent Response is intended for convenience only, when you are outside your home municipality, and is to be used only if you receive a motion alert. It is not to be used for fire, medical or other emergencies.

i.        There is no battery or cellular back-up provided with this service, so alerts and calling will not work in the event of a network or power outage, nor if your premises internet connection is not working properly for any reason.

j.        All interactions with the dispatch service will be available in English or French only.

If you are not connected with dispatch service quickly for whatever reason, please hang up and try to reach emergency help by other means.

In addition to other responsibilities for your premises and responsibilities laid out in your Agreement, you are responsible for the following in association with your use of Urgent Response:

a.      You must ensure notifications on your mobile phone are enabled for the App so that you receive alerts.

b.      You must ensure your phone number(s), premises address and requested contact information associated with your Rogers account are up to date in the App. If this information is changed in your Rogers account, Urgent Response may be deactivated and will not work until it is reactivated and another applicable motion alert is received.

c.      If you travel to another country and use a temporary SIM card in your mobile phone, your temporary number associated with this SIM card should be updated in the App while you are using this SIM to help avoid delays in the verification process with the dispatch service.

d.      You are responsible for obtaining any required municipal permits and paying any unnecessary dispatch fees charged by your local authorities. While Urgent Response is not an alarm security system, some municipalities may require an alarm registration or permit when requesting local authorities. It is your responsibility to check directly with your municipality to see if a registration or permit is required. If so, you must update this permit information in the App in the settings section related to managing your permit.

e.     You consent to the recording and use of telephone, video and electronic communications in connection with your use of Urgent Response.

© Rogers Communications

05/25