Starting your service will mainly revolve around the creation of two accounts:
1. Client Portal
2. Onboarding Account
Setting up your client portal should be a fairly quick process. Creating your separate onboarding account will likely require more time. We appreciate your patience and understanding as these two accounts will lay the framework that enables us to provide top-notch service to you and your team right out of the gate. If you are planning to use Echo911 dispatching services, follow all 3 steps. If you are only using Echo911 for talk-around purposes, only complete steps 1 & 3.
Step 1 - Create an Echo911 Customer Portal by clicking "create account." Please add a payment method to your customer portal so we can launch your service quickly and effectively.
*you will not be able to order after creating your account. You must complete a few more steps before trying to order*
Step 2 - Create an Onboarding Account and fill out the form in its entirety. Keep in mind, your Client Portal and Onboarding login are completely different. If you are a Pennsylvania State Constable you will do your onboarding here.
The Onboarding Account is where you will make adjustments when site, employee or service changes are needed on your account. This can be updated anytime. However, it can take 1-2 days to have the updates reflect in CAD.
Step 3 - Open a ticket via your Echo911 Client Portal and body the ticket "New Service" to let us know you completed the previous steps. Please also include any questions you may have. Keep an eye on replies from this ticket as we will have clarifying questions like:
Currently we operate in Huntsville, Alabama in a secure, private concrete structure. Echo911's primary facility operates on fiber internet with cellular redundancy. The building has uninterrupted power supply with battery and generator backups. To facilitate growth and as a backup measure, Echo911 has an offsite dispatch center 100 miles away that can be activated quickly should a natural or manmade disaster occur.
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 at 1.833.884.0911 or firstname.lastname@example.org
Yes and No.
We used to offer this but it became very cumbersome for our agencies with one or a few officers/guards/employees.
Our new standard is to require a MINIMUM of 10 radios before an agency can elect to have their own private dispatch channel.
So, what does this all mean?
It means that if you have less than 10 radios then you will be put on a shared dispatch channel with other small agencies. All agencies will be required to conduct themselves professionally, but especially on these shared dispatch channels.
Echo911 reserves the right to deny, suspend, or revoke service without notice to anyone conducting themselves in an unprofessional manner.
How does this effect current customers? It doesn't. We will not be retroactively enforcing this rule to clients established prior to January 1st, 2023.
Yes and No.
We are now requiring a minimum monthly payment of $250.
- 1 Radio: $65.00/m
- 1 CAD Access: $40.00/m
Total: $104/m for services, but you pay the minimum $250.
- 3 Radios: $195/m
- 2 CAD Access: $80/m
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.
When ordering radios or when signing up for service, don't hesitate to ask about Echo911 payment plans. Please note that payment plans are not prorated. You may receive more than one invoice over the course of a month.
Echo911's standard payment structure is as follows:
1st Payment - 50% total cost
Please do not call dispatch. Echo911's administrative and support teams can help you once you submit a ticket through the customer portal.
If the issue is mission critical then you may call dispatch. Dispatchers will use discretion and will connect you to someone who can assist.
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.
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.
As a small, U.S. based non-robot using company, we hope this has not happened. We try to respond within 24-hours, if not less. However, if a ticket has not been answered or acknowledged, there could be a few reasons.
First, there's a chance Echo911 replied, but the email was blocked by your provider. Please login to your Echo911 customer portal to check if we replied there. Second, there may be an action on our part like programming or ordering radios that is delaying a response to the ticket. We will reply promptly when solved or try to update you on our progress.
It's important to login to your Echo911 Customer Portal when submitting your ticket. While you can submit a ticket without being logged in, it can sometimes be difficult to narrow down exact information on who is submitting said ticket. To ensure your ticket is read, please make sure to login and then submit the ticket.
Note: if ordering new or more equipment, you will need to update onboarding information to help Echo911 complete open tickets. When complete, radios and equipment are shipped.
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. SIM cards must also be removed and returned from Echo911 devices. 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.