Limitations

Whilst we provide the UK’s premier emergency service for people at risk, please be aware there are some limitations that apply to the Send4Help service.

  1. English is the sole language of which audio is communicated.
  2. The service is restricted to the UK and Northern Ireland.
  3. A response can only be requested in the UK or Northern Ireland. Any activation messages received outside the area will be passed to the appropriate contact specified in your emergency escalation procedures for action.
  4. It is recommended that the age of users for the Emergency service is restricted to those aged 11 or over (secondary school age), and fulfilling the ‘capability’ limitation (see below).
  5. Capability; The service is restricted to those who are capable of essential actions; charging the device, operating the device; understanding the nature of the service and the response.
  6. Send4Help does not provide a concierge or telephone tracking service.
    • A Concierge service essentially offers personal and lifestyle management services and may include such things as information on; travel, restaurants, drink, hotels, clubs, or restaurants
    • A telephone tracking service is one in which, for example, a customer calls the IMC and asks the controller to find and give them the location of an employee or family member. The MySOS device allows you to track the unit from your own mobile phone or PC.
  7. The MySOS tracking function will not work with a landline telephone number.

Charging for incidents

Real incidents are not liable to airtime charges. Non-chargeable incidents are defined below;

An Incident is a situation in which the User activates their alarm to the IMC believing they face a threat to their personal safety. The response, if requested by the controller, may come from any source.

A non-chargeable incident

A situation in which:

  • The user activates their alarm to the IMC believing they face a serious and immediate threat to their personal safety, and
  • The controller passes a request for a response to an Emergency Service

Customers will not be charged for any telephone charges incurred during a ‘non-chargeable incident’.

Penalties for hoax calls, false alarms, false alerts and improper use

Skyguard reserves the right to suspend or terminate the service, depending on the circumstances, as follows:

  • A Hoax call; immediate suspension together with a penalty which may be a fixed amount or a variable amount depending on airtime used at £1.00 per minute
  • Following 3 false alarms in a rolling 6 month period
  • Following 3 false alerts in a rolling 6 month period; with the option of a second 3 month period being clear

A hoax call is a deliberate and malicious attempt to mimic an incident with the intention of causing controllers to believe it is a real emergency.

Responsibilities of the Customer

The customer is the Account Holder and is responsible for:

  1. Security and account access

    Send4Help complies with the Data Protection Act and security of personal data is very important. Customers are responsible for ensuring all personal information entered by them into the Send4Help Customer Service Centre is accurate and up to date.

    Customers are restricted to one username and password per account and we advise that you change the password on commencement of the service and regularly thereafter.

    Username and password should be kept securely.

    There should be one person who is responsible for all Users in the account including their training (for up to 5 devices) and responsibility for ‘improper’ use, (defined below).

    Improper use is any use of the service other than for any purpose of summoning help when a user believes they are facing a serious and immediate threat to their personal safety.

  2. Training

    Ensuring that all those who use the service are trained on how to use the service as defined in the User Guide (supplied with the device and online).

  3. Test calls

    Customers are advised to make a Test call (defined below) on receiving the device/service. This will enable the controllers to verify account instructions.

    Customers are advised to use the term ‘activation call’ to test the system occasionally.

    A Test call is an activation of the alarm to connect to the Skyguard IMC and confirm that User details are entered in full. The call, when connected, must use the words ‘Activation call’ to ensure the controller knows it is not a real emergency.

    If you have any questions about the above, please feel free to contact one of our friendly team on 0845 8606 999 or email info@send4help.com