Emergency Response Services (ERS) (Opt-In): 

Introduction 

We are committed to helping drivers return home safely to their loved ones and now we will support drivers in their moment of need with the introduction of Mentor's integrated Emergency Response Services powered by Sfara and Bosch.

Getting Started 

To access the Emergency Response Services (ERS) feature you will have to first provide consent to the Emergency Response Service (ERS) Personal SOS Privacy Module. You can do so by logging into either the Mentor App or the VRM-Mentor Driver HQ Portal. Look out for the email with details to log into the Mentor App/DriverHQ Portal and provide consent to Emergency Response Service (ERS) Personal SOS Privacy Notice.

Once done, open the app to set up your SOS Profile

1. Go to ‘More’ page >> ‘SOS Profile’
   
   
2. Set up your 4-digit Access PIN. Access Pin is a secret key that we pass to the call center to ensure that the call center Team has a way to confirm user identity and intent on call. This PIN is also used to access Emergency Profile Information in the App if you wish to edit or view the sensitive information
   
   
3. Enter your Profile details. Following are the ‘Required’ fields within the SOS Profile:
   1. First Name
   2. Last Name
   3. Primary Phone Number 
                                                               
      
      Note: To update your preferred language, you will have to update your language settings from the phone. At this time, ERS preferred language is pulled from your device language settings and is not editable. 
      
      
4. Enter your medical information if desired (Optional) 
   
   
   
5. Click 'Save'
   
   
   
6. You will receive a notification confirming the ERS feature is now active.
   

The SOS button in the dashboard will now be Red (Active) as opposed to Grey (Inactive) prior to setting up SOS Profile. 

Important Note: The Mentor application stores the Emergency Profile information within eDriving’s Systems which are ISO27001 certified. This profile information is provided to the Bosch Operations Center Operators at the time a crash is detected or the S.O.S. button is pressed.

Mentor App offers users 2 methods of generating an emergency alert that connects the user to the Emergency Contact Center to help them through their emergency.

1. Automatic Collision Detection
   

   When the app detects a potential collision, it uses artificial intelligence (AI) to analyze the data and assign a severity level to the collision. RED (high) Orange (Medium) and Yellow (Low) severity events all have different UI response and handling times for the call center. The severity level can correspond to high-force impacts and confirm that an actual collision has occurred.

   When a collision is detected by the app, you will see an alert notification on your phone (with sound) that the Crash Response is started ensuring your engagement for potential Emergency Response.

   
   
   If you do not respond, you will receive a call from the Bosch Representative within 45 seconds. You can tap on this Alert notification; this will bring you to the app screen with a timer counter. Here you have 2 options:

• • SEND HELP: Tapping the 'Send Help' button sends the “User Acknowledgement” event that signifies the user needs help immediately and starts Emergency Response (bypassing business rules and Crash Decision event). The user will receive a call from the Bosch Emergency Response Coordinator.

1. • I’M OK: Tapping the 'I’m OK' button sends the “User Acknowledgement” event that signifies the user does NOT need help and prevents any event from going to the Call Center for handling. Screen Transitions back to Mentor Dashboard.
     
     
2. Manual SOS
   The manual SOS feature, powered by Sfara and Bosch, allows you to initiate an emergency call whenever you feel unwell or concerned your personal safety is threatened.
    
   • Tap the SOS button on Mentor Dashboard 

• You will see a timer screen. This countdown timer provides you with some time to cancel the event before it is sent to the call center. 

• Once again, in the case of no response or active confirmation of an emergency 'Send Help', event information will be relayed to the emergency services Coordinator at Bosch, and you will receive a call within the next 45 seconds. 

Event Severity and processing times 

Crash events have severity and confidence values assigned, which allows for the appropriate handling of these events. Red - (High), Orange - (Medium), and Yellow - (Low) severity events all have a corresponding response and handling times for the call center. 

Severity Levels

High Severity (Sev 1) 

In high severity events, the notification to the Bosch Call Center begins immediately when the app detects that a high severity collision may have occurred. An outbound call is initiated to the phone number provided in the SOS profile. If the user is unresponsive (does not answer the phone), the Bosch solution expert will leave a voicemail (VM), dispatch Public Safety Answering Points (PSAPs), and leave a second voicemail if there is no answer on the follow-up call (VM -> PSAP -> VM).

Medium Severity (Sev 2)  

In medium severity events, the secondary AI module (ESP) evaluates the data further before notifying the Bosch Call Center to reduce false-positive communications to the customer. An outbound call is initiated to the phone number provided in the SOS profile. If the user is unresponsive (does not answer the phone), the SE follows the VM -> PSAP -> VM process.

Low Severity (Sev 3) 

In low severity events, the secondary AI module (ESP) evaluates the data further before notifying the Bosch Call Center to reduce false-positive communications to the customer. If the AI determines that a valid event occurred or that the customer’s phone has failed, it sends the customer data and event information to the Bosch solution expert. An outbound call is initiated to the phone number provided in the SOS profile. If the customer is unresponsive (does not answer the phone), the SE will only leave a voicemail (no PSAP).