FAQs
We have a few steps needed to start your new service with Echo911.
Read all instructions before starting the ordering process. We regularly receive multiple calls from persons (sometimes the same person, several times) saying they are having trouble ordering, but they never made it past step 1.
The ordering process takes a minimum of approximately 10 minutes to be completed. It is a straight forward process for us to be able to provide the top-notch service our clients want, need, and deserve. If you cannot provide us with the information we need to do this efficiently and effectively please skip to step 5.
If you are wanting dispatching services complete all 4 steps, but if you only want talk-around then complete steps 1 and 4.
- Create a client portal account by going to Client Portal and clicking "Create Account".
- If you are attempting to order after creating your account in the client portal then please read all of the instructions before continuing.
- Navigate back here and go to the next step.
- Create an onboarding account by going to Onboarding, create an account, and fill out the form completely. (This and the client portal are two separate logins) If you are a Pennsylvania State Constable then there is a special onboarding for you, please make sure to fill out the correct one.
- This is also where you will go to update your onboarding in the event of site, employee, or service changes to your account.
- This can be updated at any time. However, it can take up to 72 hours to have this reflected in our CAD system.
- Open a ticket with the subject line and body of "New Service" to let us know you are done with the above two steps. Please also include any questions you may have.
- Please keep an eye on replies from this ticket as we will have clarifying questions.
- Radio Count / Type
- Channel Configuration
- Please keep an eye on replies from this ticket as we will have clarifying questions.
Three words: Safety, Efficiency, and Accountability.
- 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: We don't need to be asking certain information 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! Absolutely not!
Dispatch does not handle any issues that are not related to dispatching!
If you call them for a non-dispatch related matter then you will be tying up a line and talking to someone who likely can't resolve your matter.
The majority of our clients are billed on a monthly basis. Typically your due date will be the 1st of the month unless prior arrangements have been made.
If you order service before the 16th of the month then you will only owe for the rest of the month and then will have another bill due on the 1st.
- This will cause your first bill to be lower than normal.
If you order service after the 16th of the month then you will owe for the rest of the month and the entire next month.
- This will cause your first bill to be higher than normal.
IT DEPENDS!
We have a couple different models.
All clients have the option of having their own dispatch and private channel(s).
We do have several large clusters of Echo911 users who have chose to have a "shared" dispatch channel.
Depending on your location and the location of our other clients in the area you could be offered a shared dispatch channel.
Our shared dispatch channel users also get a shared private channel and a private company channel.
NO!
Our dispatchers are very busy people focused on active field personnel and their safety.
You should open a ticket by logging into the customer portal.
If the issue is mission critical then you may call dispatch and at their discretion they will connect you to someone who can assist.
OH NO!
There could be several reason why you have not heard back from us!
We try to check our tickets several times a day, but sometimes we don't see them till the next business day!
We try to respond with 24 - 48 hours.
- If your inquiry requires an action on our part, such as a programming or an order then we may delay replying until we have fixed your issue or shipped your radios.
- We replied, but the email was blocked by your provider. Please login to your account to check and see if we replied there.
Sometimes, we may ask you to do something for us in order to complete your request. Such as ordering of new radios, but your onboarding has not been updated since starting service then we won't know who to assign the radio to. We ask that you update your onboarding and will then ship your new radio once that is completed.
PLEASE MAKE SURE TO LOGIN TO YOUR ACCOUNT TO OPEN A TICKET SO IT LINKS TO YOUR ACCOUNT.
IF YOU FAIL TO DO SO THEN YOU MAY MISS REPLIES OR THE TICKET MAY SIMPLY BE DELETED DUE TO LACK OF KNOWING WHO SUBMITTED IT.
We are located at 1004 Oster Dr Suite C, Huntsville, AL 35816.
We are located in a concrete structure with:
- Fiber Internet with cellular redundancy.
- UPS (Uninterruptable Power Supply) with battery and generator backup.
- Secured Access Facility
- We are not a public facility and only authorized personnel can even make it to the reception desk.
- We have an offsite dispatch center, 100 miles away, that can be activated within 2 hours in cases of natural or manmade disasters.
YES!
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.
Please use this service for its intended purpose.
YES! and NO!
We leave up the use of 10-codes to the individual company and sometimes the person.
However, if your company or person elects to use 10-codes then you must use ours.
Click here to find our 10-codes and Phonetic Alphabet.
You have access to everything we have related to your company to include:
- GPS Logs
- Radio Traffic
- Phone calls
- CAD Data
CAD data can be accessed by the client at any time.
All other records will need to be requested via the ticket system in the Customer Portal.
Requests can take up to 72 hours.
Emergency Requests can be done in as little as 1 hour, these are judged on a case by case basis.
For emergency records access contact dispatch and they will forward you to the appropriate personnel.
YES!
If you are a current customer then just open a ticket in the customer portal and we'd be happy to assist.
If you are a prospective client, please email dylan@echo911.com with your inquiry.
We have you covered!
We have a Radio Etiquette and Use Handbook for your viewing pleasure.
Please click here to see it.
You would need to submit a ticket through your account.
*We will reply requesting additional specific information related to the radio itself. We will also check with the previous owner to confirm it was sold.
BE AWARE! If you buy a radio from someone who has a past due balance then we will not activate that radio until the account is paid in full.
Oh No!
We're sorry to see you go!
If you want to cancel for any reason then you will need to submit a ticket request and let us know.
If you don't cancel then you may continue to be billed.
Also, in order to complete a cancellation your account will need to be up to date with no past due balance and you must return the SIM cards from your devices.
If you still owe through a monthly installment plan on your radios then they will need to be returned as well.
We offer a 2 week money-back-guarantee as long as the radios and related equipment are returned in good working, like new condition.
We offer a variety of payment plan options for equipment.
Our most typical setup is as follow:
1st Payment: 50% total cost
2nd Payment: 25% total cost
3rd Payment: 25% total cost.
These are due over the course of 3 months.
Please ask about our options and your needs in a ticket when ordering more radios or when signing up initially.
Please note that payment plans are not prorated so you may receive more than one invoice in a month (normal service and radio payment plan).
We hate extra fees too!
Rest assured we do not make any money off this fee.
Your fee goes to creating 10-8 Systems CAD Access Account and an Active911 Account.
- 10-8 Systems CAD Access
- You will get text alerts for calls.
- You will be able to access all current or previous call information.
- Active 911 Account
- You get alerts sent directly to your phone!
We have lots of instances where clients call in and request the dispatch of an officer, but there is not one on duty! We used to call and call and call the officers to see if one could respond, but that became too time consuming and was not very effective when people would not answer their phone.
The person who has the account will get these alerts anytime they are assigned to a call. They will be assigned to a call if no one else is available.