FAQs
FAQ's
Please see the detailed instructions here at https://www.echo911.com/new-service/
However the process involves our sales team working with you to determine the best solution for your needs, followed by a quote, then if accepted an order is placed, any onboarding or training is done, and equipment shipped. For Private Security and Special Police we can get an account setup and equipment shipped in as little as 24 hours. For Government or Dedicated dispatch customers, the typical turn around time is ~ 30 days to get ready to handle your specialized needs.
We understand privacy is likely the top of your list of priorities and concerns. To effectively enhance your security needs, we will need some detailed information. Here's why -
- Safety: We need to know your officer's names and phone numbers so we can contact them in case we cannot get them on the radio. We need to be able to provide Police, Fire or EMS the name of a person on scene if they are requested.
- Efficiency: Certain information just shouldn't be shared over the radio. We keep all of your onboarding information in a secure and searchable database.
- Accountability: We need to know who is responsible in the event something occurs and who in your chain of command to contact.
No.
This is a safety issue. It's critical that our dispatch team knows who is who and where they are. Unit numbers exist for a reason.
Ambulance & Government Services may be exempt from this. Please speak with our sales team for more information.
Echo911 does offer demos for government clients. This is due to the nature of setting up and patching networks. We believe demos are critical in making sure our mission critical platform preforms to its maximum capability for clients directly tied into 911 operations.
All other clients - if you are not satisfied with your service, there is a 2 week money-back guarantee. All equipment must be returned in working, like-new condition
Our team of experienced first responders and dispatchers makes using radios and understanding dispatch a breeze. Our team will listen to your needs and provide our best advice on what services make sense for you.
Echo911 has a Radio Use & Etiquette Guide that might be able to help. Don't hesitate to contact us!
Sales@echo911.com
Echo911's headquarters are in Huntsville, Alabama, with two consolidated dispatch centers: one in the Huntsville Metro Area and one in the Birmingham Metro Area. While our physical presence is limited to Alabama, our products and services are available globally in over 110 countries. Our dispatching services are offered across all 50 United States.
Most clients are billed on a monthly basis, however Echo911 is willing to work with clients on a billing solution that works best for both parties. Typically payments are due the 1st of the month unless prior arrangements have been made.
If service initiates before the 16th of the month, you will not be charged for a full month of service. This will cause your first bill to be lower than normal.
If services initiates after the 16th of the month, you will owe for the rest of the month and the first full month. This will cause your bill to be higher than normal temporarily.
Echo911 does not offer payment plans. We recommend contacting your local bank or credit union to establish a line of credit if financing is needed.
Please do not call dispatch. Echo911's administrative and support teams can help you once you submit a ticket through the customer portal online. Our administrative division has someone on call 24/7 to assist you.
All clients have the option of having their own dispatch and private channel(s). Echo911 has users who opt to have a shared dispatch channel. Depending on your location and the location of other Echo911 clients, you could be offered a shared dispatch channel. All shared dispatch users still get a shared private channel and private company channel.
The answer to "Do I get my own private dispatch channel?" depends on various factors. Echo911 offers multiple levels and types of dispatch services. Primarily, it depends on the type of business or agency you are connected to.
For government-run public safety agencies, most will have their own secure dispatch channel. However, some may use a regional metro channel shared by multiple agencies in one geographic area.
For private businesses (such as Special Police, Company Police, Security, Transportation, etc.), it depends on the level of service requested and contractual agreements. Some agencies may opt to save money by using a shared dispatcher program, where dispatch services are fractional across multiple agencies. Others may choose to pay for dedicated dispatchers and private dispatch channels.
All these options are decided during the setup process with Echo911, where multiple options and price points are provided to choose from during the sales and onboarding process.
CAD data can be accessed by Echo911 clients at any time.
GPS Logs, Radio Traffic, Video Surveillance and Phone Calls need to be requested and processed. To request GPS and audio files, a ticket needs be submitted in the customer portal.
Echo911 will work diligently to turn data over quickly as we understand how important this information might be. Depending on many variables, requests could take 1-2 days to fill.
Emergency requests can be done in as little as 1-hour. For emergency records requests, please contact your dispatch number and they will either forward you to the appropriate personnel or start the record request process.
No, your organization or department does not need to use 10-codes when using Echo911 dispatch services. However, if you do opt to use 10-codes, you must use the codes Echo911 dispatch personnel are trained on.
Click here to view Echo911 10-codes and phonetic alphabet.
Yes! This service is useful for private security, say for a private neighborhood or even clients who have personnel on a large multi-building campus.
We assign, if requested, a personalized local phone number for your clients to call and request service. We do not answer questions regarding your business practices, pricing, coverage or employment etc.
Yes. If you are a current customer looking to expand services or even a prospective customer, please contact David@echo911.com or Sales@echo911.com
While we we hope to have the opportunity to solve any and all service related issues, to cancel your service, you will need to submit a ticket through your Echo911 Customer Portal. Please be sure to note you wish to cancel.
Additionally, in order to fully close out an account with Echo911, the account will need to be up-to-date with no outstanding balances. If radios were not fully paid off and subject to a payment plan, radios will need to be returned. Echo911 often buys back fully-paid radios as well.
Yes you can. However, Echo911 will need additional information related to the radio itself. To accomplish this, please submit a ticket through the customer portal. Echo911 will also check with the previous radio owner to confirm the sale. If you buy an Echo911 radio from someone who has a past due balance, we will not activate the radio until the balance is paid in full.