What happens during an alert

 What Happens During an Alert

When you press the help button — or when fall detection triggers — your Holo Alert device connects you to a trained operator at our 24/7 monitoring centre. Typically, you're speaking with someone in 15 seconds or less, over the device's own cellular connection.

Here's exactly what to expect, step by step, so there are no surprises if you ever need help.

Step 1: Your device places the alert

As soon as you press the button or a fall is detected, your device automatically connects to the monitoring centre over its built-in cellular network. There's no phone line or Wi-Fi to set up — the device handles everything on its own.

Step 2: An operator answers

A trained operator answers your alert and can immediately see your profile details on-screen, including your name, address, and the emergency contacts and instructions you've set up. This means they already know who you are before they even begin speaking with you.

Step 3: You have a two-way conversation

The operator speaks with you directly through the device using two-way voice. If you're able to, simply tell them what happened and where you are. The operator will stay calm, listen, and figure out exactly what kind of help you need.

False alarm? No problem. If the button was pressed by accident — or a fall was detected when you're perfectly fine — there's nothing to worry about. You can press the button again to cancel, or simply let it connect and calmly tell the operator it was a false alarm. They'll cancel it right away, with no hassle and no negative consequences. We'd always rather you feel free to use your device than hesitate.

Step 4: Help is coordinated

Based on your situation, the operator takes the appropriate next step:

• If you need help, the operator contacts your emergency contacts by live phone call, one at a time, in the priority order you've set on your profile.
• If no contact can be reached, or if your contacts are unable to assist or confirm you're okay, the operator dispatches emergency services to your location.
• If you're unable to respond when the operator speaks to you, they follow the escalation steps on your profile to make sure you get help.

How the operator knows where you are

Your device shares its location with the operator when an alert is placed, and this is supplemented by the address saved in your profile. Location technology is very good, but no system is perfect — which is why keeping your profile address accurate and up to date is always a good idea.

If the call gets disconnected

Operators assist many people and can't stay on the line until help physically arrives. If your call is disconnected during an alert, the operator will attempt to call back to confirm whether the emergency is real and that you're being looked after.

After help is dispatched

Once emergency services are on their way, the operator's role in coordinating your alert is complete. Please note that due to privacy regulations, we aren't able to follow up afterward to learn the outcome of a medical situation — our focus is on getting you connected to help quickly when you need it.

Coverage

Holo Alert devices work Canada-wide, anywhere cellular coverage is available. Because they use their own cellular connection, you're protected at home and on the go — no home phone or internet required.

Testing your device

We encourage you to test your device regularly, on whatever schedule feels comfortable to you — at least once every three months. Testing is simple, and it's a great way to stay confident that everything is working and ready when you need it.

An important note

Response times and fall detection cannot be guaranteed. Fall detection technology does not detect every fall, and factors outside our control — such as cellular coverage — can affect performance. Holo Alert is designed to help you get assistance quickly, but it is not a guarantee of emergency response.