When you don't know who to call,
When you don't know where you are
When you really need help...

A. The mySOS Solution

1. What do we offer?

mySOS offers our clients access to appropriate emergency assistance when:
(a) you don’t know who to call
(b) you don’t know where you are
(c) you want to notify your emergency contacts about your emergency and the exact location
(d) you want your emergency contacts and the emergency services to navigate directly to your location in an emergency

2. How does “mySOS Emergency” work?

mySOS Emergency:
(a) allows you to activate an emergency for yourself or on behalf of someone else
(b) allows you to choose the nature of your emergency and appropriate service provider for:
    • Medical Assistance
    • Fire Assistance
    • Police Assistance
    • Security Assistance
    • Sea Rescue Assistance
    • Roadside Assistance
(c) auto-notify your emergency contacts on your behalf and provides them with the following information:
    • Your name
    • Your mobile number
    • Nature of the emergency
    • Your exact location (GPS coordinates / street names)
    • Option to view the emergency from their smart phones
    • Option to view the emergency from www.mysos.co.za
    • Option to navigate from their current location to your emergency location
(d) provides on screen display of your exact location and GPS coordinates
(e) offers a list of contact details for the closest and most appropriate emergency service providers, based on the nature of the emergency
(f) auto-dials the default emergency service provider, based on the nature of the emergency and your pre-defined provider choices if you are unable to make decisions

3. How does “mySOS Find Near Me” work?

mySOS Find Near Me:
(a) allows you to search for , navigate to or contact the closest , most relevant emergency service provider, based on your current location, including:
     • Hospitals and Clinics
     • Doctors (General Practitioners)
     • Pharmacies
     • Police Stations
     • Dentists
     • Vets

4. How does “mySOS Track Me “ work?

mySOS Track Me:
(a) allows you to set a countdown timer when travelling or moving outdoors
(b) outdoor event options include:
     • Walking
     • Running
     • Cycling
     • Driving
     • Other
(c) auto-notify your emergency contacts on your behalf and provides them with the following information:
     • Your name
     • Your mobile number
     • Nature of the event
     • Your last known location (GPS coordinates / street names)
     • Option to view emergency location from www.mysos.co.za
     • Option to navigate from their current location to your emergency location

5. How does “mySOS Events” work?

mySOS Events is an Outdoor Events Emergency Tracking Solution for Event Organisers, which allows:
(a) registered users at an accredited event to access the mySOS Events Emergency Tracking functionality
(b) participants to contact the events emergency team directly from the app, as the event will have a dedicated events icon with default emergency contact numbers
(c) you to activate an emergency for yourself or on behalf of someone else
(d) you to choose the nature of your emergency
     • Medical
     • Fire
     • Police
     • Security Provider
     • Sea Rescue
     • Roadside Assistance
(e) auto-notify the events emergency coordinator on your behalf and provides them with the following information:
     • Your name
     • Your mobile number
     • Your event number
     • Nature of the event
     • Your last known location (GPS coordinates / street names)
     • Option to view emergency location from www.mysos.co.za
     • Option to navigate from their current location to your emergency location

6. What happens if I activate an Emergency for someone else – will my Emergency Contacts also receive notifications?

In the event that you activate an Emergency for someone else your Emergency Contacts will NOT receive any notifications

7. I know the emergency numbers – why would I want to use mySOS?

(a) Instead of just providing you with the default national emergency numbers the mySOS application will use your position and the default providers you have selected (medical aid, insurance and security provider) to determine the best and closest emergency service provider numbers for you to dial.
(b) This will ensure that you do not end up in a general call center telephone queue with endless voice prompt selections, but that you get direct access to the correct emergency call centre, for the specific nature of the emergency, where you can get immediate assistance.
(c) You will also be able to provide the Emergency Provider with your GPS coordinates and address, meaning that they can reach you faster (in an emergency every minute counts!).

B. Registration

1. How do I register for the app?

(a) The mySOS app can be downloaded from iTunes or Google Play
OR
(b) you can follow the links from the www.mysos.co.za webpage

2. Which phones will be able to use the mySOS app?

(a) iPhones 4 and iPhone 5 running IOS 5 or later
(b) Android phones running Android version 4.0 or later
(c) Unfortunately, we do not currently support Blackberry or Windows Phones

3. How many Friends can I add to be notified when I am experiencing an emergency?

(a) You can add up to 5 friends as emergency contacts

4. Can I set-up my own/custom service provider numbers in the App?

(a) Yes, you can add your own Medical Aid, Vehicle insurance or Home Security provider if they are not on the list already. Just choose other and type in the name of your service provider.

5. Can I register more than 1 phone on the mySOS application?

(a) Currently any user can only have 1 registered phone on the mySOS application.
(b) If you would like to register more than 1 phone you will have to register yourself twice (eg. John Doe and John Doe_2)

6. I have a new phone – how do I register this phone?

(a) You are able to register multiple phones under your profile. So when you get a new phone, download the mySOS application to this phone, activate the application and choose Sign Up on the Login screen

7. How do you share the app with other people?

(a) You go to Settings – Share mySOS and email or SMS the link to the person that you want to share the mySOS app with.
(b) Or they can download the app directly from iTunes, Google Play or follow the links on the www.mysos.co.za website
(c) You may also share the app via facebook or twitter

C. The application and technology

1. In which data network does the application function?

(a) The application is designed to function in with all data networks including Edge, 3G and 4G.

2. How do I view my current location when I’m on the phone to an Emergency Services provider?

(a) iOS - Press the Home button to take you back to the main menu screen and then select the mySOS application again. This will bring you to the main screen where you will see your location information displayed

3. Which Emergency services are currently listed in the App?

(a) Medical
(b) Fire
(c) Police
(d) Security
(e) Sea Rescue
(f) Roadside Assistance

This includes both Public and Private emergency numbers.

4. Can I log an emergency for another person or incident e.g. accident scene?

(a) Yes, you can log an emergency on behalf of someone else, which will provide you with emergency contact details for the relevant emergency service.

5. What happens if Location Services are disabled on my phone?

(a) If Location Services are disabled, the Application will warn you when it starts up. If you do not enable Location Services at this stage you will have only limited functionality in the mySOS application.
     • Activate my Emergency – you will only receive a general list of Emergency Providers
     • Find Near Me – mySOS application will not be able to provide you with any details as its needs your location to be able to provide the closest service providers
     • Journey Tracker – mySOS application will not be able to function.

6. What happens if I am out of coverage and want to use the Application?

(a) If you are out of coverage you will not be able to utilise mySOS Emergency or Find near Me.
(b) If you have an active Journey Timer the app will store your journey tracked positions and will download once network coverage has been restored.

D. mySOS Emergency

1. Can I disable the automatic timer that appears when I start the mySOS application?

(a) Yes, this can be disabled in Settings – Automated Triggering Times

2. How can I test the mySOS application to see if my Emergency Contacts get their SMS’s and emails?

(a) mySOS will remind you monthly to test the Application, if you activate the test your Emergency Contacts will receive SMS and email indicating that this is a test of the mySOS Application.
(b) You can also manually activate this test by going to Settings – Test SOS.
(c) Testing the Application will not create an active emergency, it will only send out the SMS’s and emails.

E. mySOS Track Me

1. What happens when I am out of coverage and my Journey Timer expires

(a) A backup timer is activated on the mySOS server. When the count down timer runs out and you have not cancelled the app or been able to restore the link, the mySOS server will assume that you have an emergency and notify your emergency contacts
(b) You will however not be able to clear the active emergency while you are out of coverage (keep in mind that your emergency contacts will also not be able to phone you!)
(c) You will also not be able to clear the Journey timer if you are out of coverage

2. Will the application track me all the time?

(a) No, the application will only track you when you have activated an Emergency or when you have activated the Journey Timer. In no other circumstances will the mySOS application collect any position information

3. Who will have access to my position data?

(a) When there is no active emergency no one will have access to your position data.
(b) If there is an active emergency only your Emergency Contacts and the service provider you have contacted will have the ability to view you position data.
(c) Certain staff of mySOS (Pty) Ltd with the necessary security clearance will also be able to view this data if required from an operational viewpoint. This will only happen if circumstances require this.

4. What happens if I do not have any airtime?

(a) mySOS uses the data network to connect to the backend server to retrieve the required information, SMS’s to notify your emergency contacts and normal voice calls to contact the service providers.
If you do not have any airtime, the mySOS application will not work.

5. How can I track my child going on a field trip with friends?

(a) Activate the mySOS Track Me functionality.
(b) Set the count down timer to the required return time.
(c) Teach your child how to cancel the Track Me if required or time runs out.

F. mySOS Events Emergency Tracking

1. How can I track my child going on a school trip with friends?

(a) This is not a live tracking app and you would not be able to tack your child
(b) If your school is a registered user of mySOS Events Emergency Tracking, all children who have downloaded the app will have direct access to the person in charge / school emergency coordinator via the app

G. Additional development and design

1. Can we add additional functionality?

(a) Yes, but this will only be scoped and included in the next edition of the app.

2. Can we link directly to 3rd party Service Providers

(a) This functionality will be available in the 2nd phase of development

3. What is planned for phase 2?

(a) Direct access to emergency service providers with sms and email notification to the relevant emergency call centre.

4. I would like to request additional functionality for the application, how do I do this?

(a) In Settings – About mySOS

5. I have found some errors in the application – where can I log these and request that they are fixed?

(a) In Settings – About mySOS

H. Pricing

1. How much does the app cost?

(a) The mySOS application is free to the end user.

2. How much does mySOS Events Emergency Tracking cost?

(a) mySOS Events Emergency Tracking will be offered free of charge to events organisers until June 2014

3. Who pays for the SMS’s that are sent to my Emergency Contacts?

(a) IOS – the SMS’s are send from the mySOS backend system so there will be no cost for the user.
(b) Android – the SMS’s to the emergency contacts are send from mobile device so the user will pay for the SMS’s.

4. Who pays for the data that the application uses?

(a) The user will pay for the data that is used by the mySOS application.
(b) The Application has been designed to minimize the amount of data that needs to be transferred in each session.