Terms of the 24/7 emergency call centre.

1. Scope

These terms apply to the 24/7 emergency call service offered as part of NOA by GEOTRACE GmbH & Co. KG (“provider”; details in the imprint). They supplement the NOA T&Cs; in the event of conflict, these terms take precedence for the emergency call service. In all other respects the NOA T&Cs apply, in particular the provisions on liability.

The 24/7 emergency call centre is operated on behalf of the provider by a specialised service provider: Sicherheitszentrale-24 GmbH & Co KG, Matthäus-Stäblein-Straße 8, 97424 Schweinfurt.

2. Service

The 24/7 emergency call centre is staffed around the clock. If a NOA Mini with the emergency call service switched on calls it, it answers the call, clarifies the situation and, at its own professional discretion, initiates the necessary measures – for example informing the emergency contacts or alerting the emergency medical service. What is owed is professional action, not a particular outcome.

3. Switching on per device

The emergency call service is only available for the NOA Mini and is switched on individually for each NOA Mini in the NOA app; by default it is switched off. It is not available for the NOA Watch. The prerequisites are an active tariff for the device and the customer’s consent to these terms, to the charges under section 7 and to the notice on possible ambulance costs under section 8. If the provider issues a new version of these texts, the emergency call service is only active again after renewed consent in the NOA app.

For each NOA Mini, the customer can store a note to the emergency call centre and details of where a key is kept (also with a photo). The customer ensures that these details are correct and up to date.

4. Triggering by the device’s call

When the emergency call service is switched on, the emergency call centre is the last link in the NOA Mini’s call chain. In the event of an alarm, the NOA Mini first calls the contacts in the call chain; if none of them answers, it calls the emergency call centre. The emergency call centre takes action when the NOA Mini calls it.

The NOA Mini cannot tell whether a person or a voicemail answers the call. If a contact’s voicemail answers, the call chain ends there and the emergency call centre is not called. The customer therefore ensures that voicemail is switched off for the phone numbers in the call chain.

5. Visibility at the emergency call centre

While the emergency call service of a NOA Mini is switched on, the emergency call centre sees every alarm from this device immediately in its system – regardless of the type of alarm, including test alarms – with the location and the stored notes. It can view the device’s master data even without an alarm, so that it can also handle a call from the device when no alarm has reached it. An alarm that is displayed is not yet a call-out. Details of the data processing can be found in the privacy policy.

6. Documentation

The emergency call centre documents every call-out – i.e. every alarm it takes on – with the time of taking on and of completion, the handling person, the content of the conversation and the measures taken. The documentation is audit-proof: entries are not changed; corrections are appended as a new entry. In the NOA app the customer sees the call-outs for each device with their time and billing.

7. Allowance & charges

Standby of the emergency call centre is included in the tariff. For each device and calendar month, the first call-out taken on by the emergency call centre is included. Every further call-out taken on in the same calendar month for the same device costs a flat rate of €15 – irrespective of the nature and extent of the measures. The decisive factor is the calendar month (German time) in which the emergency call centre takes on the call-out; an unused included call-out is not carried over to the following month.

Only what the emergency call centre takes on is counted – including a false alarm, provided it takes action. Alarms that are merely displayed to it are not counted. The charge for a paid call-out is invoiced separately for each call-out and collected via the payment method stored for the tariff.

8. Limits of the service

• The emergency call centre is not an emergency rescue service and does not replace the emergency number 112. The NOA device cannot place an emergency call to 112. In a life-threatening situation, dial 112 yourself if possible.
• If the situation is unclear – for example because nobody responds at the device – the emergency call centre will, in case of doubt, alert the emergency medical service.
• An ambulance may incur additional costs of up to €800. These are neither part of this service nor included in the tariff.
• The emergency call centre can only be reached via the NOA Mini if it is charged and has a mobile network connection. The limits of the service under section 3 of the NOA T&Cs apply accordingly.

9. Switching off

The customer can switch off the emergency call service for any NOA Mini at any time in the NOA app, without notice and free of charge. The emergency call centre is then no longer part of the device’s call chain, and new alarms from this device are no longer displayed to it. Call-outs already taken on and their billing remain unaffected. As long as there is no tariff for the device, the emergency call service is not active; it ends when the device is removed from the NOA app or the customer account is deleted.

If you have any questions, please contact us at info@noa.life.