Echo911 Terms of Service

Last Updated: June 3, 2026

These Terms of Service ("Agreement") govern the access to and use of services provided by Echo911 ("Echo911," "Company," "we," "us," or "our").

Echo911 provides communications infrastructure, monitoring services, and public safety technology designed to support emergency communications, operational awareness, and incident coordination.

The services provided by Echo911 may include communications services, software platforms, monitoring services, dispatch support, and related technology systems designed to assist public safety operations and organizational communications.

Collectively, these offerings are referred to as the "Services."

By accessing, purchasing, or using the Services, the client ("Client," "you," or "your") agrees to be bound by this Agreement.

If you do not agree to these Terms of Service, you may not use the Services.

1. Acceptance of Terms

By using Echo911 Services, you:

• agree to be bound by this Agreement
• represent that you have authority to bind the organization you represent
• agree that all personnel using the Services under your account are subject to these Terms

Employees, contractors, volunteers, agents, or other personnel operating under the Client's account are considered part of the Client for purposes of this Agreement.

2. Description of Services

Echo911 provides communications and public safety technology services designed to support emergency communications, operational awareness, and coordination between public safety agencies and organizations.

Services offered by Echo911 may include, but are not limited to:

• public safety telecommunicator services provided by trained and certified public safety telecommunicators
• 911 emergency call taking and processing, where authorized by applicable jurisdiction
• administrative and non-emergency call handling for public safety or security operations
• public safety dispatch communications and incident coordination
• Mission Critical Push-to-Talk (MCPTT) communications services
• radio communications systems and fleet management
• Real Time Crime Center (RTCC) monitoring and situational awareness services
• GPS tracking, asset monitoring, and location services
• communications interoperability and integration systems
• hosted public safety software platforms, including EchoCAD, EchoMDT, and EchoBridge
• communications infrastructure, network services, and related equipment

Services may be delivered through a combination of telecommunications systems, network infrastructure, hosted software platforms, and trained operational personnel.

Echo911 may modify, expand, or discontinue specific service offerings from time to time as technology and operational needs evolve.

The availability of specific services may vary depending on jurisdiction, regulatory requirements, technical capabilities, and contractual agreements.

Nothing in this section shall be interpreted as guaranteeing the availability of any specific service unless explicitly stated in a separate written service agreement.

3. Public Safety Communications Services

Certain Echo911 Services support public safety communications operations, including Public Safety Answering Point (PSAP) functions, emergency communications monitoring, dispatch coordination, and RTCC monitoring.

These services may be governed by federal, state, and local laws regulating emergency communications systems.

Nothing in this Agreement shall be interpreted as waiving, limiting, or modifying any statutory protections, immunities, or limitations of liability that may apply to Echo911 or its personnel when performing emergency communications or public safety related functions under applicable law.

4. Account Responsibility

Clients must maintain accurate account information including:

• contact information
• billing information
• authorized users

Clients are responsible for all activity conducted through their account and for all use of the Services by personnel operating under their account.

Clients agree to promptly update account information if contact details, billing information, or authorized personnel change.

Echo911 reserves the right to suspend, restrict, or terminate accounts that provide false information, violate these Terms, misuse the Services, or fail to maintain accounts in good standing.

5. Account Management, Support, and Written Requests

5.1 Support Availability

Echo911 provides support through the following channels and hours:

• Technical Support and Network Operations: available twenty-four (24) hours per day, seven (7) days per week, for service-affecting faults, outages, radio or network failures, and other technical issues affecting live operations.
• Sales and Customer Service: available Monday through Friday, 10:00 AM to 6:00 PM Central Time, excluding Echo911 observed holidays, for orders, quotes, billing questions, account changes, and general account administration.

Requests submitted outside of Sales and Customer Service hours are queued and addressed on the next business day. Support hours may be adjusted from time to time; current hours are published in the Customer Portal.

5.2 Authorized Support Channels

To ensure proper authentication of the requesting party, accurate documentation, and a verifiable record of each request, Echo911 provides support exclusively through the Echo911 ticketing system. Two channels are available:

• Customer Portal ticketing (account holders): Authorized users of record submit tickets from an authenticated session at https://customer.echo911.com/portal/tickets. This is the only channel through which account and service requests may be submitted.
• End user technical support (no account required): Personnel operating under a Client's account who do not hold administrative portal access may submit technical support requests at https://customer.echo911.com/tech-support.

Because requests submitted through the end user technical support channel are not authenticated against the Client's account, that channel may be used only to report technical or service-affecting issues. Echo911 will not process account, billing, contractual, or service-quantity changes submitted through that channel.

5.3 Requests Requiring an Authenticated Portal Ticket

The following requests must be submitted by an authorized user of record through the Customer Portal, and will not be accepted through any other channel:

• adding, changing, moving, suspending, or cancelling Services, radios, lines, or licenses
• changes to authorized users, contacts, or portal permissions
• changes to billing information, payment methods, or billing contacts
• equipment orders, returns, replacements, or repairs
• changes to talkgroups, fleet configurations, dispatch plans, escalation lists, or contact procedures
• billing disputes or requests for credit or adjustment

5.4 Telephone Support and Verbal Requests

Telephone support is available at 256-888-0001. For documentation purposes, a support ticket must be created before telephone support is provided, and the Client or end user must reference the ticket number when calling. Telephone contact supplements an existing ticket; it does not replace it.

Requests made by telephone, voice, radio, SMS, personal or direct email, social media, live chat, or in conversation with Echo911 personnel are not binding on Echo911 and do not constitute a submitted request under this Agreement, even where an Echo911 representative acknowledges the request.

Echo911 may, at its sole discretion, act on an urgent verbal request in order to protect life safety or restore service, but such action does not waive the ticket requirement, and the Client must confirm the request through an authorized channel. Where a verbal request and the ticket record conflict, the ticket record controls.

5.5 Authentication and Authorized Requesters

Echo911 will only act on account and service requests received from an authorized user of record on the Client's account, submitted through an authenticated Customer Portal session.

Echo911 may decline or delay any request pending verification of the requester's identity or authority. The Client is solely responsible for maintaining a current list of authorized users and their permissions, and for the actions of any person the Client has authorized. Echo911 is not liable for action taken in good faith on a request that appeared to originate from an authorized user.

5.6 Effective Date of Requests

A request takes effect only when it has been received through an authorized channel, processed by Echo911, and confirmed to the Client in writing. Requests are not retroactive. In particular, cancellation, downgrade, and suspension requests take effect as of processing under Section 13, and do not retroactively relieve the Client of charges already invoiced or of the current billing period.

5.7 Response Targets

Except where a written service agreement expressly provides a service level agreement with defined response commitments, response and resolution times described by Echo911 are targets only and are not guarantees. Nothing in this Section creates a warranty of response time or an entitlement to credit or refund.

5.8 Account Closure

The only method of closing an Echo911 account is through the Close Account option in the Customer Portal, completed by an authenticated administrator of the account. Account closure requires identity verification and is not complete until Echo911 confirms the closure in writing.

Before an account can be closed, all Echo911-owned equipment (leased, rented, or loaned) must be returned to Echo911 through the RMA and equipment return process in the Customer Portal. Return shipping labels are issued through the portal as part of the closure process. The account may be closed once all Echo911-owned equipment has been returned and accounted for.

Ceasing to use the Services, discontinuing payment, abandoning the account, or becoming unresponsive to Echo911 communications does not constitute notice of cancellation or closure. Until the closure process described in this Section is completed, the account remains active, recurring charges continue to be invoiced, and the Client remains responsible for all fees under this Agreement.

All past-due balances on a closed or abandoned account remain due, continue to accrue late fees under Section 13.3, and may be referred to collections or legal recovery. Echo911 will pursue all available legal remedies to recover amounts owed. Private, non-governmental business accounts are required to execute a Personal Guarantee as part of account setup, under which the individual who opens the account personally guarantees payment of amounts the account owes Echo911. Unpaid balances on such accounts may be pursued against the guarantor personally, including through collection actions.

Echo911-owned equipment that is not returned upon account closure, cancellation, or termination remains the property of Echo911. In addition to the replacement charges described in Section 14, the knowing retention of Echo911 property may constitute conversion or theft under applicable law. Echo911 reserves the right to report unreturned equipment to law enforcement, to seek warrants where appropriate, and to pursue both civil and criminal remedies.

6. Real Time Crime Center (RTCC) and Monitoring Services

Echo911 may provide monitoring services including RTCC monitoring, alert monitoring, video observation, GPS monitoring, communications monitoring, and situational awareness services.

Client acknowledges and agrees that:

• monitoring services provide situational awareness only
• monitoring services do not guarantee detection or prevention of criminal activity or emergencies
• events may occur that are not detected or observed by Echo911 personnel
• monitoring capabilities may be affected by camera placement, connectivity, system configuration, power loss, or other technical limitations

Monitoring services are not a substitute for law enforcement, emergency responders, or on-site security personnel. Such services are intended to supplement situational awareness and support public safety and security operations when used in conjunction with appropriate personnel and response agencies.

7. Service Performance and Availability

Echo911 strives to provide reliable services but does not guarantee:

• uninterrupted service
• continuous connectivity
• error-free operation

Service performance may be affected by factors outside Echo911's control including telecommunications outages, internet disruptions, equipment failure, third-party service interruptions, or force majeure events.

Echo911 shall not be liable for damages resulting from service interruptions, outages, or delays beyond Echo911's reasonable control.

8. Service Guidelines and Operational Requirements

8.1 Service-Specific Requirements

Certain Services carry specific operational requirements, standard operating procedures, usage guidelines, protocols, configuration standards, training requirements, or eligibility conditions. These may include, without limitation, dispatch and call-handling protocols, RTCC monitoring procedures and camera/connectivity standards, escalation and notification procedures, run cards and response plans, MCPTT and radio usage and coverage requirements, acceptable use and network policies, equipment configuration and firmware standards, and jurisdictional or licensing prerequisites.

These requirements may be provided in a written service agreement, service order or quote, onboarding documentation, published Echo911 policy, or written guidance issued by Echo911, and may be updated by Echo911 as operational and regulatory needs change. Requirements communicated to the Client through any of these means are incorporated into this Agreement by reference.

8.2 Client Obligation to Comply

The Client agrees to follow, and to ensure that all personnel operating under its account follow, all operational requirements applicable to the Services it receives.

The Client is responsible for keeping escalation lists, contact rosters, response procedures, site information, and other operational data accurate and current, and for ensuring its personnel are trained in the procedures applicable to their use of the Services.

8.3 Effect of Non-Compliance

Failure by the Client or its personnel to follow the operational requirements applicable to a Service constitutes a material breach of this Agreement. Where non-compliance occurs:

• Echo911 is not responsible for any degradation, failure, delay, missed event, missed notification, or other adverse outcome resulting from or contributed to by the non-compliance;
• such non-compliance is not a service defect, service failure, or basis for a refund, credit, adjustment, or offset, and does not excuse payment of any amount owed;
• Echo911 may suspend, restrict, or reconfigure the affected Services where non-compliance creates a safety, regulatory, legal, or network integrity risk, or interferes with other clients or with public safety operations; and
• Echo911 may terminate the affected Services if the non-compliance is not corrected after written notice.

Nothing in this Section limits any other remedy available to Echo911 under this Agreement or applicable law. Amounts paid for Services affected by Client non-compliance remain non-refundable in accordance with Section 13.4.

9. Emergency Response Decisions

Echo911 may relay information to emergency response agencies including law enforcement, fire departments, emergency medical services, or other public safety entities.

Echo911 does not control the operational decisions of emergency response agencies.

All emergency response decisions remain solely within the authority of the responding agency.

Echo911 shall not be liable for the actions, decisions, or response times of any emergency response organization.

10. No Guarantee of Emergency Detection or Response

Client acknowledges that Echo911 Services do not guarantee detection, reporting, dispatch, or response to any emergency event.

Events may occur that are not detected or reported due to technology limitations, connectivity failures, human error, incomplete information, equipment malfunction, or system outages.

Client assumes all risk associated with events that are not detected or acted upon through the Services.

11. Compliance With Laws

Clients are responsible for complying with all applicable laws relating to their use of the Services. This includes laws governing surveillance, communications, privacy, and public safety operations.

Services may be used in jurisdictions outside Echo911's primary operating location. Clients are responsible for ensuring compliance with laws in the jurisdiction where the Services are used.

Echo911 does not represent that the Services satisfy regulatory requirements in every jurisdiction.

12. Law Enforcement Requests and Legal Process

Echo911 may receive lawful requests from law enforcement agencies or courts for information related to incidents or communications.

Echo911 may disclose communications logs, recordings, GPS data, RTCC monitoring records, incident reports, or other system data when required by subpoena, court order, warrant, or other lawful legal process.

Echo911 may also disclose information when necessary to protect public safety.

13. Fees, Billing, and Payment Terms

Fees for Services will be presented at the time of order, within a written service agreement, quote, or invoice issued by Echo911.

Services are billed on a recurring basis. The billing cycle applicable to each Service (for example weekly, monthly, quarterly, or annual) is stated at the time of order, in the applicable quote or written service agreement, or on the invoice. Where no billing cycle is stated, Services are billed monthly.

Echo911 reserves the right to charge the Client's payment method for recurring service fees, equipment charges, usage fees, taxes, and other applicable charges associated with the Services.

13.1 Billing Cycle and Invoice Issuance

Recurring Services are billed in advance of each service period. Each invoice states its issue date, the amount due, and a specific due date. Invoices are typically issued approximately seven (7) days before the due date, and the Client is notified by email (and by SMS where a mobile number is on file).

It is the Client's responsibility to review invoices and ensure payment is made by the stated due date, regardless of whether a notification is received.

13.2 When Payment Is Due

• Standard (prepaid) accounts: Payment is due on or before the due date shown on the invoice. Where the Client has authorized automatic card processing, Echo911 will attempt to charge the payment method on file on the due date.
• NET30 / approved billing accounts: Where Echo911 has approved NET30 or other written terms (typically for government or agency accounts), payment is due within thirty (30) days of the invoice date.

Clients must maintain a valid payment method on file unless operating under approved government or agency billing terms.

13.3 Past-Due Accounts, Suspension, and Cancellation

If an invoice is not paid by its due date, the account becomes past due and the following may occur:

• Late fees: A late fee equal to 10% of the past-due amount or $10, whichever is greater, may be added to past-due balances.
• Suspension: For prepaid accounts, Services associated with an unpaid invoice are suspended once the invoice is more than forty-eight (48) hours past due. Suspensions are processed during our daily suspension run at 8:00 AM Central Time, and suspended radios and services will stop functioning until the balance is paid.
• Cancellation: If an account remains suspended for non-payment through the end of its billing period, the affected Services may be cancelled. Upon cancellation, leased, rented, or loaned equipment becomes immediately returnable and a final bill for any such equipment may be issued.
• Administrative restrictions and collections: Past-due accounts may be subject to administrative restrictions and referral to collections or legal recovery.

Echo911 reserves the right to suspend or restrict Services for accounts that are past due. Reactivation of suspended or cancelled Services may require payment of all outstanding balances and applicable fees.

Service suspension or cancellation does not relieve the Client of responsibility for outstanding balances.

Echo911 shall not be liable for damages or operational impacts resulting from service suspension or cancellation due to non-payment.

Accounts that remain unpaid may be referred to collections or legal recovery. The Client agrees to pay all reasonable costs associated with recovery of unpaid balances, including collection costs and reasonable attorneys' fees where permitted by law.

Suspension of Services for non-payment does not cancel the Services and does not void, reduce, or prorate any invoice already issued. The full invoiced amount for the billing period remains due, late fees continue to accrue under this Section, and recurring billing continues until the Services are cancelled or the account is closed through the process described in Section 5.8.

13.4 Taxes and Refunds

Clients are responsible for all applicable taxes, fees, and government charges associated with the Services unless valid tax-exempt documentation is provided.

Except as provided in Section 13.6 for equipment returns, and unless otherwise required by law or specifically stated in writing, fees paid for Services are non-refundable.

13.5 Cancellation and Termination Notice

Cancellation or termination of any Service, and closure of an account under Section 5.8, require thirty (30) days' written notice submitted through the channels described in Section 5.

Recurring charges continue to accrue and are billed through the end of the notice period. Notice of cancellation does not void, reduce, or prorate any invoice already issued and does not relieve the Client of any outstanding balance.

13.6 Order Cancellation and Equipment Returns

Equipment and hardware orders are final once Echo911 has begun processing the order in its logistics queue, and cannot be cancelled, modified, or withdrawn. Because order fulfillment begins promptly and disrupting fulfillment already in progress affects other clients and operations, Echo911 does not remove orders from the logistics processing queue once processing has begun. Payment for the order remains due in full regardless of any cancellation request.

If the Client determines that purchased equipment is un-needed or unwanted, the Client may return it for credit by initiating a return through the RMA and equipment return process in the Customer Portal, as described in Sections 5.3 and 5.8, within thirty (30) calendar days of delivery.

To be eligible for return credit, equipment must be:

• unused and undamaged
• complete and in its original packaging
• returned with all included accessories, cables, batteries, and documentation

Returns received outside the thirty (30) day window, returned without an approved RMA, or not meeting the conditions above may be refused or credited at a reduced amount at Echo911's discretion.

Credit for approved returns is issued to the Client's Echo911 account credit balance, which may be applied to future invoices and services. Returns are not refunded to the original payment method.

This Section applies only to equipment purchased by the Client. Echo911-owned equipment provided on a leased, rented, or loaned basis is governed by Section 14, and cancellation of Services is governed by Section 13.5.

14. Equipment

Echo911-Owned Equipment (Leased, Rented, or Loaned)

Equipment provided on a rental, lease, loan, or similar basis remains the property of Echo911 unless otherwise agreed in writing.

Clients must return all Echo911-owned equipment upon termination of Services or upon request by Echo911. Returns must be completed through the RMA and equipment return process in the Customer Portal, as described in Section 5.8.

Failure to return Echo911-owned equipment may result in replacement charges, collection actions, or other remedies permitted by law, including those described in Section 5.8.

Client-Owned Equipment (Purchased Equipment)

Equipment purchased by the Client becomes the property of the Client upon full payment, unless otherwise specified in a written agreement.

Equipment orders are final once processing has begun and cannot be cancelled; un-needed or unwanted equipment may be returned for account credit within thirty (30) days of delivery, as described in Section 13.6.

However, ownership of equipment does not guarantee continued access to Echo911 Services, networks, software platforms, or system integrations.

Use of purchased equipment with Echo911 Services may require:

• an active service subscription
• valid software licenses
• approved firmware or configuration profiles
• compliance with Echo911 system policies

Echo911 reserves the right to disable or restrict network access for equipment associated with accounts that are suspended, terminated, or otherwise not in good standing.

Equipment Warranty

Equipment purchased from Echo911 is covered by the Echo911 Business-to-Business (B2B) Warranty Policy, available at https://customer.echo911.com/tos/b2b-warranty and incorporated into this Agreement by reference. The Warranty Policy sets out the warranty periods applicable to each equipment class, what is and is not covered, and the post-warranty and non-warranty repair options available to Clients with active service.

Warranty claims and repair requests must be submitted through the support channels described in Section 5, and must include the device serial number, IMEI, or other identifying information.

Except as expressly stated in the Warranty Policy or a written service agreement, warranty service does not entitle the Client to a refund, credit, or suspension of recurring service fees while equipment is being repaired or replaced.

Equipment Configuration and System Compatibility

Echo911 equipment may contain proprietary configurations, firmware, security settings, or software necessary to operate within Echo911 systems.

Modification, tampering, reverse engineering, or unauthorized reconfiguration of equipment or system configurations may result in immediate suspension or termination of Services. Echo911 reserves the right to pursue all remedies available under this Agreement or applicable law, including recovery of damages, equipment replacement costs, injunctive relief, and legal action where appropriate.

Echo911 does not guarantee compatibility of purchased equipment with third-party systems or networks unless explicitly stated in a written agreement.

15. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, ECHO911 SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, LOSS OF BUSINESS OPPORTUNITY, LOSS OF DATA, OR INTERRUPTION OF OPERATIONS, EVEN IF ECHO911 HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

To the maximum extent permitted by law, Echo911's total aggregate liability arising out of or related to the Services, whether based in contract, tort (including negligence), strict liability, or any other legal theory, shall not exceed the total amount of fees paid by the Client to Echo911 during the one (1) month immediately preceding the event giving rise to the claim.

These limitations apply regardless of the number of claims, incidents, or legal theories asserted.

15A. Essential Services and Additional Limitation of Liability

Client acknowledges that Echo911 provides communications infrastructure, monitoring services, and public safety technology designed to support emergency communications, situational awareness, and operational coordination.

THE SERVICES PROVIDED BY ECHO911 ARE NOT INSURANCE AND ARE NOT INTENDED TO GUARANTEE THE SAFETY OF PERSONS OR PROPERTY.

Fees charged by Echo911 are based solely on the value of the communications and technology services provided and are not related to the value of property, life, safety, or potential loss.

Client agrees that it is the Client's responsibility to obtain insurance or other risk management protections to cover potential losses related to emergencies, criminal activity, property damage, personal injury, or loss of life.

If Echo911 is found liable despite the limitations contained in this Agreement, Echo911's liability shall be limited to the lesser of:

• the total amount of fees paid by the Client during the twelve (12) months preceding the event giving rise to the claim, or
• five thousand dollars ($5,000).

Client acknowledges that these limitations are a material part of the agreement between the parties and that Echo911 would not provide the Services without these limitations.

15B. Allocation of Risk

Client acknowledges that the limitations of liability, disclaimers, and other provisions contained in this Agreement represent a fair allocation of risk between the parties.

Client further acknowledges that:

• Echo911 would not provide the Services without these limitations
• the fees charged for the Services reflect this allocation of risk
• Echo911 is not an insurer and does not assume responsibility for the safety of persons or property
• Client has the option to obtain insurance or other risk management protections to cover potential losses

Client agrees that the limitations of liability and risk allocation provisions contained in this Agreement are a material part of the consideration for the Services provided by Echo911.

If any portion of the liability limitations contained in this Agreement is determined by a court of competent jurisdiction to be unenforceable, the parties agree that the remaining limitations and allocations of risk shall remain in full force and effect to the maximum extent permitted by law.

16. Indemnification

Client agrees to indemnify and hold harmless Echo911 from claims arising from misuse of the Services, Client violations of law, Client-provided data, or actions of Client personnel using the Services.

17. Governing Law

This Agreement shall be governed by the laws of the State of Alabama.

Disputes shall be resolved through binding arbitration in Alabama unless otherwise required by law.

18. Changes to These Terms

Echo911 may modify, update, or revise these Terms of Service at any time, in its sole discretion. When changes are made, Echo911 will post the updated Agreement with a revised "Last Updated" date, and the updated Terms become effective upon posting. Where changes are material, Echo911 may also provide notice by email or through the client portal.

It is the Client's responsibility to review the current Terms of Service periodically. The most current version is always available at https://customer.echo911.com/tos.

The Client's continued access to, purchase of, or use of the Services after updated Terms take effect constitutes acceptance of the updated Terms. If the Client does not agree to the updated Terms, the Client must stop using the Services.

19. Entire Agreement

This Agreement, together with any service agreements or policies referenced herein, constitutes the entire agreement governing the use of the Services.