The SOS function of your ZOLEO device should only be activated in the event of an emergency. If you have a need to test your ZOLEO device’s SOS functionality please see Can I Test an SOS Alert
Note: The ZOLEO app is NOT required to use the SOS function, although without it there is no ability to communicate with the Emergency Response Partner via the app to coordinate the rescue (see below)
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 in order to coordinate an effective emergency response.
When an SOS is declared from your ZOLEO device this will result in two separate but related actions.
1. One action will be an automatic notification to the account holder's email address on file. This notification will include the device owner name and device name provided for the device, a timestamp, and the location for the SOS declaration, and will advise that our emergency response coordination partner has also been notified of the emergency.
If the app is connected, it will attempt to pull the location from the mobile device's GPS for the best possible accuracy. If it is not available, it will send the location from the ZOLEO device
If the location can not be found, the SOS process continues
2. The second action is an escalation to the emergency response partner, which is on standby 24 hours a day, 365 days a year. 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 to provide information about their emergency and get updates regarding the rescue.
Note, if the emergency response partner is unable to reach the device user they will still escalate the event 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 ping from a house in a neighborhood, Global Rescue 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, Global Rescue 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. Global Rescue 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 the trip plans.
If Global Rescue is able to 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 Global Rescue attempts to reach both SOS contacts and receive 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.
Emergency services will usually attempt to follow up with the SOS contacts in situations where there has not been two-way communication.
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 these 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 with the SOS response until the rescue is complete, or the SOS is canceled.
When an SOS is active, an SOS 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)
Note: The Emergency Response Provider completes their SOS protocol even if:
There is no interaction with the Response Agent Chat
The ZOLEO Device and App become disconnected (Bluetooth pairing)
The mobile device where the ZOLEO app is being used dies.