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GreatCall 5Star Urgent Response User Manual

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Summary of Contents for GreatCall 5Star Urgent Response

  • Page 1 Urgent Response Urgent Response User Guide Urgent The 5Star Responder ® Response...
  • Page 2 Welcome to 5Star Urgent Response by GreatCall ® With your new 5Star Urgent Response service, you’ll receive immediate, reliable access to our Certified Response Agents who are trained to provide help in any situation - 24 hours a day, 7 days a week.
  • Page 3 We welcome your feedback anytime. If we can help you be more prepared, please write us at GreatCall Customer Service, P.O. Box 4428, Carlsbad, CA 92018, email us at customerservice@greatcall.com or call us at 1-800-463-5412. Best Regards, Your friends at GreatCall If you bought 5Star Urgent Response for a family member, or you’re a caregiver, you should add the GreatCall...

  • Page 4: Keychain Attachment

    6. Quick-Start Guide 7. Service Highlights To help make the service more convenient for you, we also offer other accessory options like a portable car charger. To learn more or purchase, go to greatcall.com or call Customer Service at 1-800-463-5412.

  • Page 5: Table Of Contents

    Your 5Star Responder Microphone (7) Service Indicator (3) Keychain Attachment (6) Battery Indicator (4) Accessory Clip (5) Power Button (9) Charging Port (10) Call Button (1) Speaker (2) Reset Button (on back) (8)

  • Page 6: Charging Port

    9-1-1. 8. Reset Responder – ONLY use if you are instructed to do so by a GreatCall Customer Service representative. 9. Power Button – turns your 5Star Responder on and off. 10. Charging Port – connects the Battery Charger to the device.
  • Page 7 To ensure that your 5Star service is activated successfully, it’s important that you follow these simple steps when activating: If you purchased your 5Star Responder by calling GreatCall directly, skip to Step 3 on page 9. Do not turn on or charge your device until you have set up your account.
  • Page 8 Step 1: Gather required information before activation To ensure that your activation process goes smoothly, you will need to have the following personal information ready when activating your service. • Your name, address and phone number (your address must be a physical, U.S.
  • Page 9 5. Confirm account setup. If you do not have access to the Internet, are a GreatCall customer wishing to add the 5Star Responder to your existing account, or need to activate more than one device, call 5Star Activation toll-free at 1-800-675-0158.
  • Page 10 Step 3: Turn on your 5Star Responder to activate Now that your account is set up, your Responder can be turned on for the first time. To complete activation, follow these simple steps: 1. Remove the sticker from the back of your device and press the Power Button.
  • Page 11 The device is not ready for use until you hear “Welcome to 5Star” and the service indicator is blinking green. If you hear a voice prompt saying “Unable to activate. See User Guide,” then your device has not been activated. Please call GreatCall Customer Service at 1-800-463-5412 if you hear this prompt.
  • Page 12 Keeping your 5Star Responder charged It’s very important to always keep your Responder charged and with you, so you can be prepared in any situation. We recommend that you develop a habit of keeping your device charged and turned on so you can access help at the touch of a button.
  • Page 13 4. When the battery is low, the Battery Indicator will flash red and you will hear a repeating tone and voice prompt to charge your battery. The tone will repeat more frequently as the battery level decreases. 5. If the battery loses all of its charge, the device will power off. The Responder will power back on when it is connected to the Battery Charger.
  • Page 14 There are two ways to make a test call: 1. Online: We recommend sending a test call to your device by logging into MyGreatCall.com. • If you do not have a GreatCall account, you will need to create one. Visit MyGreatCall.com, click on“Register” and follow the easy steps.
  • Page 15 Please remember that our 5Star Agents are helping other customers with real situations. If you feel the need to press the Call Button to make a test call, please wait on the line for a 5Star Agent to answer and simply advise them you are making a test call.
  • Page 16 “Welcome to 5Star.” The Service Indicator will begin blinking green, indicating the device is powered up and working properly. 3. If the battery is charged, the Battery Indicator will be off, saving power. We recommend keeping your 5Star Responder on at all times and charging it overnight so you can always have immediate response to any situation at your fingertips.
  • Page 17 3. To end the call, press and release the Call Button again. You will hear a tone and a voice prompt “Call Ended.” If you end the call before speaking with a 5Star Agent, you may get a call back to ensure that you are safe. Calling 9-1-1 in an emergency with your Responder 1.
  • Page 18 Responder, you may receive a call from a 5Star Agent to see if you need any additional assistance. Connecting with LiveNurse GreatCall’s award-winning LiveNurse service, included with 5Star, gives you unlimited health advice from experienced, registered nurses in English or Spanish, 24 hours a day, 7 days a week.
  • Page 19 To access LiveNurse: 1. Press the Call Button. 2. When a 5Star Response Agent answers, ask to be connected to LiveNurse. 3. The agent will connect you to the LiveNurse service. Turning off your 5Star Responder 1. To turn your 5Star Responder off, press and hold the Power Button for at least 3 seconds.

  • Page 20: Service Indicator

    Answering your 5Star Responder When there is an incoming call, your 5Star device will ring with an audible tone. 1. To answer, press and release the Call Button and speak normally. 2. To end the call, press and release the Call Button again. Your Responder can only receive calls from 9-1-1 Operators or 5Star Response Agents.

  • Page 21: Battery Indicator

    3. The Service Indicator may change to flashing green when you move to a better wireless coverage area. 4. If the Service Indicator is solid red, there is a problem with the device. Call GreatCall Customer Service for assistance at 1-800-463-5412. About the Battery Indicator The Battery Indicator is located on the top of the Responder, to the right of the Service Indicator.
  • Page 22 • When the battery is low, the Battery Indicator will flash red and play a low battery tone. The tone will increase in frequency as your battery gets weaker. Attaching the Accessory Clip 1. Slide the clip into the recessed channel on the back of the device until it “clicks”...
  • Page 23 2. Once the cord is threaded through both holes, slip the head of the Keychain Attachment through the cord and tighten. It’s not recommended to place a keychain ring through the loop holes on the device as this may cause the area around them to break.
  • Page 24 When to use 5Star Urgent Response Below are some situational examples of when you could use 5Star: Potential emergencies or cautious situations: • “I am walking to my car at night and I think someone is following me.” • “There is a stranger parked in our driveway.”...
  • Page 25 Unique situations: • “I heard a weird noise on my roof.” • “Can you connect me to LiveNurse?” • “My dad never came to pick me up from school.” Though we have listed typical use scenarios, if you’re ever in doubt whether or not to call 5Star, simply call and a friendly 5Star Response Agent will assist you.
  • Page 26 If you call 9-1-1 with your Responder, a notification will be sent to the 5Star Response Center. After your 9-1-1 call is completed, a 5Star agent may contact you to see if you need any further assistance. What if your call to 5Star requires emergency assistance? If you call 5Star and the 5Star Agent determines that you are experiencing an emergency, the agent will connect you directly to 9-1-1 emergency services.
  • Page 27 Setting up your Personal Profile To get more out of the 5Star Urgent Response service, you are encouraged to provide as much information as possible in your Personal Profile. The more information you provide, the better we can assist you. You can start with basic information and return later to update or add information.
  • Page 28 3. Emergency contacts, people we can notify on your behalf in case of an emergency. 4. Medical information such as medications, doctors, hospitals and medical or physical conditions. 5. Vehicles that you drive including make, model, color, and license plate number. 3 ways of setting up your Personal Profile 1.
  • Page 29 GreatCall 5Star Welcome Kit, which includes a blank Personal Profile form. Fax the completed form to 1-760-438-9790 or mail it back in the envelope provided. 3. Call : You can also call GreatCall Customer Service at 1-800-463-5412 to assist you in completing your Personal Profile.
  • Page 30 Using MyGreatCall.com to Manage Your Service Managing your 5Star Urgent Response service online is easy at MyGreatCall.com where you can: • Edit your Personal Profile • Manage who can locate you • Locate your device or someone with the device •...
  • Page 31 Editing your Personal Profile 1. Log onto MyGreatCall.com using your email address and password. 2. Once logged in, you are brought to the “5Star Overview” page. 3. Under the Personal Profile section, you have two options to manage your Personal Profile: 1) To edit one section at a time, click the “Manage Your Personal Profile”...
  • Page 32 Using the 5Star Locator Service The 5Star Locator Service can help you manage your personal safety by allowing friends and family to go online and locate you wherever you are with your 5Star Responder. You can also find the location of your device if you lost or misplaced it. 1.
  • Page 33 7. Your invitation will be emailed to that person with instructions on how to accept and use the 5Star Locator Service online. 8. On the “Manage My Locators” page, you can review your list of all invited locators, see whether they have accepted your invitation and revoke any person’s permission to locate you.

  • Page 34: Call Button

    Finding a person with a Responder 1. From the “5Star Overview” page, look for the Locator Service section and click on “Find Responder - On Map” link. 2. You will be able to see a map on the screen showing the location and address of your 5Star Responder.
  • Page 35 Recording “Just in Case” notes Entering notes is a very important feature. As with all location-based services, it is not always possible to get a completely accurate reading of your whereabouts (i.e. in an apartment building, parking garage, or if your Responder is off). It is a good habit to utilize the notes feature as much as possible.
  • Page 36 Managing your 5Star account online To conveniently help you manage your account, you can go to MyGreatCall.com and update your billing information, home address, phone numbers, credit card number and all other pertinent information. Welcome to the GreatCall family!
  • Page 37 PROVISION, AND A FORUM SELECTION CLAUSE. How Your 5Star Service Works 5Star Urgent Response service is only available in the United States. 5Star IS NOT A SUBSTITUTE FOR 911. The service will only work if your account is current on payment and if your device is charged, turned on, has network access, and the 5Star service is enabled.
  • Page 38 We will only use your location information for providing 5Star service. Your Use of 5Star Urgent Response Service You promise not to use the 5Star service for any fraudulent, unlawful, or abusive purpose, or in any way that interferes with our provision of services to our other customers. If you do any of these things, you agree you will be responsible for any amount anyone else claims from us, plus any expenses, resulting in whole or in part from your actions.
  • Page 39 we are required by law to collect and remit to the government on the Services we provide to you. These charges may change from time to time without advance notice. Your Responsibility For Others Who Use Your 5Star Service You are solely responsible for any use of the 5Star service associated with your device, even if you are not the one using it, and even if you later claim the use was not authorized.
  • Page 40 any credit or debit card or other payment account of yours that we have on file for payment of such charges. Your Interactions With 5Star Agents We may record and monitor conversations between you and our agents, emergency service providers, the police, or other third parties. Please note that our agents may also remain on the line if they conference in a third party to assist in completing a service request.
  • Page 41 that any service providers will respond in a timely manner or at all. Furthermore, we can’t promise we will provide the best service provider or guarantee any level of service from such service provider. The laws in some places require an emergency situation to be confirmed before emergency service providers will provide service.
  • Page 42 Some of our key privacy practices are outlined in this section. For a complete description of our privacy practices, please refer to our Privacy Statement. We may update our Privacy Statement from time to time and the updates are available at www.greatcall.com, or you can contact us to request a copy.
  • Page 43 property or the safety of you or others. Warranty We make no representation or warranty, either expressly or tacitly, for the completeness or correctness of the service. The use of the service is at your own risk. We assume no liability for or relating to the delay, failure, interruption or corruption of any voice, call quality, or data transmitted on a device while using 5Star.
  • Page 44 particular situation, (2) we are not liable to you for any injuries to persons or property arising out of or relating to your use of the 5Star service, (3) our maximum liability to you under any theory (including but not limited to fraud, misrepresentation, breach of contract, personal injury, or products liability) is limited to an amount equal to the portion of the charges to you for the services relating to the period of service during which such damages occur, (4) unless otherwise provided in this agreement, your maximum liability to us under any theory...
  • Page 45 behalf, to anyone making a claim on your behalf, and to any claims made by your family, employees, customers, or others arising out of or relating to your 5Star service. Some states don’t allow an exclusion or limitation of incidental or consequential damages or certain other damages, so some of the limitations above may not apply in some situations.
  • Page 46 MAY NOT CONSOLIDATE MORE THAN ONE PERSON’S CLAIMS, AND MAY NOT OTHERWISE PRESIDE OVER ANY FORM OF A REPRESENTATIVE OR CLASS PROCEEDING, (d) in the event that you are able to demonstrate that the costs of arbitration will be prohibitive as compared to costs of litigation, we will pay as much of your filing and hearing fees in connection with the arbitration as the arbitrator deems necessary to prevent the arbitration from being cost-prohibitive as compared to the cost of litigation, (e) we also reserve the right in our sole...
  • Page 47 action between you and us shall be exclusively brought in the state or federal courts located in San Diego County, California. Further, in the event either you or we bring an action in a court seeking provisional interim equitable relief pending resolution of an arbitration, such provisional interim relief must be exclusively sought in the state or federal courts located in San Diego County, California.
  • Page 48 This Is The Entire Agreement This agreement is the entire agreement between you and us. It supersedes all other agreements or representations, oral or written, between us, past or present, and may not be amended except in a writing signed by 5Star. If any part of this agreement is considered invalid, the rest of it will remain enforceable.
  • Page 49 Remember, you can use your 5Star Responder as much as needed but GreatCall may place usage limits in cases of abuse of the service. There is a fee associated with activating your service and there may be a fee when re-activating.
  • Page 50 If you paid a first-month service charge, we’ll refund it as well. How To Return Your 5Star Responder: 1. Call GreatCall Customer Service at 1-800-463-5412. 2. You will receive a return authorization number, address and instructions for return.
  • Page 51 Health and Safety Information GreatCall recommends that you read all of the Health and Safety information concerning your 5Star Responder. Visit www.greatcall.com/5StarHSinfo to view or print this information. FCC Regulations: This device complies with part 15.22 and 24 of the FCC Rules. Operation is subject to the...
  • Page 52 No changes or modifications not expressly approved by the party responsible for compliance could void the users authority to operate the equipment. GreatCall is a registered trademark of GreatCall, Inc. Copyright ©2011, GreatCall, Inc.
  • Page 53 5Star is not a substitute for 9-1-1. In the event of a critical emergency, always contact 9-1-1 immediately. By subscribing to the 5Star Urgent Response service, you accept, without limitation or qualification, the Terms and Conditions of use on pages 36 - 47.
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