FAQs
FAQ's
Updated as of 2/22/23
Echo911 is actively working on making the activation of our service a much smoother process. If you have interest in starting service, please contact our sales team.
Email: Sales@Echo911.com
Phone: 877-627-0002
Ready to Create an Onboarding Account? Fill out the form in its entirety. 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.
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 wit 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
As of January 1st, 2023 - Echo911 requires a monthly service charge of $250 for individual users that utilize Echo911 radio and dispatch services.
Example:
- 1 Radio with Dispatch: $70.00/m
- 1 CAD Access: $40.00/m
Total: $110/m for services. However, you would have to pay the minimum of $250 a month.
For example, If you had 3 radios with dispatch access, you would not be subject to the the $250 monthly minimum.
3 Radios: $210/m
2 CAD Access: $80/m
Total: $290/m
Echo911 services agencies of all sizes. Our goal is to ensure individual users get the best experience they can. Be it from dispatchers or our administrative team. Hiring and retaining top dispatch talent and maintaining our technical offerings is at the heart of this service fee. Feel free to contact us with questions or concerns.
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
It can be possible.
Agencies will need a minimum of 10 radios before getting a private dispatch channel. 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.
As Echo911 is a critical communications provider, our dispatch leadership team reserves the right to deny, suspend, or revoke service to anyone conducting themselves in an unprofessional manner.
The 10 radio standard will not impact clients already using our service prior to January 1st, 2023.
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.
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 is no longer offering payment plans. However, select circumstances may apply. Please speak with an Echo911 rep if interested.
As an alternative, Echo911 does now offer a rental program. Please contact sales to see what we can do for you!
Sales@echo911.com
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.
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. 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.