If your organisation has opted for Self-Monitoring, please see this article.

If your organisation has opted for Vatix 24/7 Monitoring, please see the guidance below on responding to an alert.

If a user raises an alert using the Safe Pro device or the Protector Mobile app, it will initiate a two-way audio call with one of the responders at our 24/7 Alarm Receiving Centre. The responders are the first point of contact and are qualified to assess the situation and respond accordingly.

If the responders are unable to communicate with the user by phone or through the Safe Pro device, they will contact the escalation contacts in the order that they are listed on the Alarm Response Profile. The purpose of the Alarm Response Profile is to ensure that if our responders are not able to confirm that a user is safe, someone in your organisation will be notified of this. Once notified, the escalation contact can attempt to contact the user directly and follow internal emergency procedures.

The alert will remain open until our responders are able to confirm the safety of the user who raised the alert or until an escalation contact has been notified of the situation and confirmed that they will check in with the user.