What Happens During an SOS

The SOS function of your ZOLEO device should only be activated in the event of an emergency.

• To test your ZOLEO device’s SOS functionality please see How to Test SOS.
• For information on how to declare or cancel an SOS alert from your device see How to Send an SOS or How to Cancel an SOS.

ZOLEO's industry-leading Progressive SOS feature will guide users and provide detailed updates every step of the way. Follow the instructions on the screen and communicate with the Emergency Response Partner to coordinate an effective emergency response. 

Note: The ZOLEO app is NOT required to use the SOS feature, although without it there is no ability to communicate with the Emergency Response Partner. Acknowledgment of the SOS alert being received will still be displayed on the device.

When initiating an SOS alert from the ZOLEO device, ensure the ZOLEO device is face up with a clear view of the sky. This will assist the device with acquiring an accurate GPS location and obtaining satellite signal to send the SOS alert.

When an SOS is declared from your ZOLEO device this will result in two separate but related actions:

1. Automatic Notification: An email will be sent to the account holder's email address on file. This notification will include device details including nickname and IMEI number, the paired app user name, and phone number (if one exists), a timestamp, and the location for the SOS declaration. The email will advise that our emergency response coordination partner has also been notified of the emergency.
2. Emergency Response Activation: Our Emergency Response Partner, which is on standby 24 hours a day, 365 days a year, will be notified of the SOS. Once notified of an SOS, the emergency response partner will attempt to reach the device user via the ZOLEO device. The device user will be able to message back and forth with them using the ZOLEO app to provide information about their emergency and get updates regarding the rescue.

Note, that if the Emergency Response Partner is unable to reach the device user, they will still escalate to emergency services.

IMPORTANT: Emergency services are contacted immediately with no delays for confirmed incidents.

• For incidents that appear to be a false alarm, such as a location from a house in a neighborhood, the Emergency Response Partner will reach out to the registered phone number and emergency contacts for further investigation.
• For incidents where there is no suspicion of false alarm with a lack of two-way communication, the Emergency Response Partner will contact emergency services immediately while attempting to reach the registered user and emergency contacts for additional information. 

The Emergency Response Partner will also call the SOS Contacts for the ZOLEO device (in no particular order) only if they require more information regarding the situation of the ZOLEO user. The Emergency Response Partner will request relevant information from the SOS contact regarding the ZOLEO user such as:

• Where the ZOLEO user might be.
• Where the ZOLEO user might be headed.
• Information pertaining to destinations and trip plans.

If the Emergency Response Partner can reach one contact and get enough information, they will not reach the second contact. They will only reach out to the second contact if they require further information. 

If the Emergency Response Partner attempts to reach both SOS contacts and receives no response, they will not continue the attempt to establish contact. They will leave a message if possible and relay the emergency contact information to the responding authorities should they wish to have it. 

Attempts to follow up with the SOS contacts are usually in situations where there has not been communication with the device user.

The Emergency Response Partner will use the information collected in the manner above to inform the response to the SOS and contact local emergency services in the area of the device to coordinate a rescue.

The Emergency Response Partner will continue working with emergency services through the course of the rescue to provide updates if the device user’s location or status changes. The Emergency Response Partner will stay active and engaged with all parties until the rescue is complete, or the SOS alert has been canceled.

How to know when the SOS is active:

• ZOLEO App: an "SOS Active" banner appears across all pages in the app so the user can quickly and easily hop back into the SOS screen to view any updates and/or chat with the Response Agent.
• ZOLEO device: the SOS LED light will DOUBLE BLINK (red).

Note:  The Emergency Response Partner will still attend to situations where: