HOW TO GET THE APP

1. SOLUS End User License Agreement: https://solus.ca/solusapp-eula/

1. SOLUS Privacy Policy: https://solus.ca/privacy-policy/

1. The SOLUS Safety Application can be downloaded from the iTunes store (iPhones) or from Google Play (Android smartphones).

2. NOTE: in order to be monitored by SOLUS, you need to subscribe to the service at https://solus.ca

1. iPhone – iOS 9.3 or later

2. Android Smartphone – (Android 4.4 or later)

a. Note: The Solus App has known issues with the customized Android operating system known as “Oxygen OS” used on smartphones manufactured by OnePlus.

1. See this Apple link for details: https://support.apple.com/en-ca/HT207092

2. If you are in the SOLUS App, then from the SOLUS App home screen

a. Press the red exclamation point over GPS (see the first image below).

b. This will take you to the SOLUS App settings (see the second image below).

c. Press “Location” to access the location services for the SOLUS App.

3. Select “Always” so that the SOLUS App will get a GPS signal whenever the user is logged in to the SOLUS App.

1. See this Google link for details: https://support.google.com/accounts/answer/3467281?hl=en

2. On Android, open Apps > Settings > Connections > Location

3. If you are already in the SOLUS App, tap the red dot next to the GPS label to open the Location window

a. In the Location window, slide the Location slider to the right (on)

b. You will get a prompt to “Improve location accuracy?”

c. Tap on “Agree”

All planned outages for updates for the SOLUS service be made between 6am-7am MDT. These updates will likely only occur once per month.

* If you are already logged in to the App when a planned SOLUS service outage occurs:

o The ‘MON’ symbol in your App will appear with a line through it, indicating that you are not currently monitored.

o When you request Emergency Help (I NEED HELP), the App will still phone the STARS Emergency line but will not be able to send GPS location information to STARS. You will need to communicate your location to the STARS Emergency responder verbally during the phone call.

* If you are not logged in to the App when a planned SOLUS service outage occurs:

o You will not be able to launch the App as the App cannot authenticate itself without the SOLUS service to talk to.

* SOLUS will provide updates about these outages on solus.ca.

The SOLUS App will behave the same way whether an outage to the SOLUS Service is planned or unplanned.

* If you are already logged in to the App when a planned SOLUS service outage occurs:

o The ‘MON’ symbol in your App will appear with a line through it, indicating that you are not currently monitored.

o When you request Emergency Help (I NEED HELP), the App will still phone the STARS Emergency line but will not be able to send GPS location information to STARS. You will need to communicate your location to the STARS Emergency responder verbally during the phone call.

* If you are not logged in to the App when a planned SOLUS service outage occurs:

o You will not be able to launch the App as the App cannot authenticate itself without the SOLUS service to talk to.

* Whenever possible, SOLUS will provide updates about these outages on solus.ca.

The SOLUS App will upgrade itself automatically when upgrades are published to GooglePlay and iTunes.

LOGIN TO THE APP

1. Smartphone checks:

a. You must have internet access on your smartphone

b. Make sure that you have GPS / Location Services turned on

c. Turn on the smartphone sound so that you can hear the alarms

2. After downloading the SOLUS Safety Application, launch the App.

3. On the SOLUS Safety App login screen, enter your email address that you used to purchase your SOLUS Service (for example: yourname@gmail.com)

4. Enter the password you set from the “welcome email”

5. Slide the Remember Me slider, if you would like to store your email and password for next time you use SOLUS

6. Tap the LOGIN button and proceed to enter your contact information and emergency contact details.

1. On the login screen, enter your SOLUS login and password and slide the Remember Me slider to the right.

2. After you login, your login settings will be saved and the application will automatically log you in when you launch the App.

1. Ensure your smartphone has Internet access. The App will not launch if it cannot connect to the Internet.

2. Make sure you are using the email you registered with your SOLUS account as your login, and the password you created for the SOLUS App.

3. If you forgot your password, tap on “FORGOT PASSWORD” at the bottom of the SOLUS App login screen to send yourself a “Reset Password” email.

1. At the upper right hand corner of the SOLUS Safety Home Page, tap on the Gear icon.

2. The Preferences screen will appear with a number of options.

3. Scroll down to the bottom of the list and tap on “LOG OUT”

1. Tap on “FORGOT PASSWORD” at the bottom of the SOLUS App login screen.

2. Enter the email address that you used to register with SOLUS.

3. You will be sent an email with a reset password link. The link expires after 24 hours and can only be used once. If you need to reset your password again, please repeat the steps in this topic.

1. Ensure that you are using the correct email address that you used to register with SOLUS. SOLUS will not send a Password Reset to an email address that it does not have on file.

2. Check the junkmail/spam folder in your email program. The Password Reset email will come from noreply@solus.ca

3. If still not resolved, please send an email to support@solus.ca describing the issue and what you have tried.

USER SETUP IN THE APP

1. In order for STARS and other Emergency agencies to be able to identify you in an emergency situation, they need identifying information about you.

2. In order for STARS and other Emergency agencies to be able to engage the support of your nearby colleagues, family or friends, they need contact information about those people.

1. The first time you log into SOLUS you will be asked to enter your user information & emergency contact information before proceeding.

2. If you would like to change your user information, you can tap on the settings gear in SOLUS and select User Profiles.

3. Tap Save when you have updated the information

1. The first time you log into SOLUS you will be asked to enter your user information & emergency contact information before proceeding.

2. If you would like to change your emergency contact information later, you can tap on the settings gear in SOLUS and select emergency contacts.

3. Tap Save when you have updated the information

Your escalation contacts should be people who are familiar with your location and could possibly assist you during an emergency. We suggest people such as your spouse, siblings, children or neighbours who may have a way of reaching you. During a triggered emergency, our protocol is to contact the user of the app first. If you do not answer, we contact your escalation list to investigate the validity of the alarm. Make sure you keep your list up-to-date to ensure we have the best possible outcome.

Your escalation contacts may be asked to help determine whether the alarm is an actual emergency or if it’s a false alarm. If, for whatever reason, your escalation contacts cannot investigate and believe that an emergency response is needed, STARS can dispatch RCMP or local police on your behalf.

We will do everything possible to contact people on your escalation list. If we cannot connect with anyone, we will contact the RCMP or local police on your behalf to investigate.

We contact the RCMP because they are the most appropriate response method until the emergency is confirmed to be a medical emergency.

We will send the most appropriate resource to the medical emergency. This is influenced by circumstances such as level of injury, weather or other missions in progress at the time of the call. STARS will coordinate a range of medical resources such as ground ambulances or other local resources to ensure you receive the most appropriate patient care and transport.

USING SOLUS SAFETY

 

1. GPS stands for Global Positioning System. This allows STARS operators to identify your location immediately when you need help. If the GPS text in SOLUS is crossed out you may be in an area where GPS is not available, or you did not enable location services for SOLUS.

2. MON stands for Monitor letting you know you have an active connection to the SOLUS operators. If the MON text in SOLUS is crossed out you may have problems connecting to the monitor.

1. Solid bright GPS signal label: means the smartphone has a strong GPS signal to

2. GPS signal label fades in and out: means the smartphone has a weak GPS signal to work with.

3. GPS signal label is crossed out and has a red dot next to it: means that the smartphone has no GPS signal. This can be due to GPS/Location Services being turned off or the user being in a location where the phone cannot detect a GPS signal. Confirm that the smartphone’s GPS/Location Services turned on. You can access that function by clicking on the red dot, or through your phones “settings” menu.

1. Make sure that your smartphone’s GPS/Location Services are turned on and you are receiving a clear GPS signal (solid “GPS” label on the App home page title bar). If you lose GPS access, your phone and the monitoring service will retain your last known location.

1. When logging in to SOLUS after having been logged out for a long time, you may see “No address found” on your location map instead of your current location. If this occurs, you should also notice that the GPS label in the upper left hand corner of the screen is crossed out and has a red dot next to it.

2. This will occur if you have GPS/Location Services turned off on your smartphone. Please turn these services back on to allow the App to identify your location.

1. To access/change notifications, tap settings >> Notifications

1. Server notification: when turned on, the app will notify you whenever there is an interruption in the SOLUS service. In most cases this is due to the loss of data connection to your mobile device.

2. Monitor notification: when turned on, the app will notify you whenever there is interruption in connecting to the monitor

3. Help Me – Vibrate notification: when turned on, your mobile device vibrates when you are in Help Me state.

4. Repeat Sound notification: when turned on and a repeat option selected, the app will repeat the alert for the number of times you selected.

5. Events – Vibrate notification: when turned on, the app will alert you with a vibration whenever an event happens.

Yes. We are integrated into the emergency response system, so we can contact those agencies on your behalf if required.

This feature is not currently supported. SOLUS can currently be used in Canada only.

On average, using the app for 22 days a month (Monday to Friday during business hours), the app consumes approximately the same amount of data as watching a 2 minute YouTube video (approx. 10 MB).

STARS will not charge for triggering the alarm, however, if we dispatch RCMP and it is determined to be a false alarm, they may impose a fine on you directly.

No, but agencies responding to the alarm may elect to do so.

Please see out Privacy Policy (NOTE: create link to https://solus.ca/privacy-policy/) and End user License Agreement (NOTE: create link to https://solus.ca/solusapp-eula/).

If you have no cellular service, the app will not launch, as it requires cellular data access.

If you have intermittent cellular coverage or lose cellular service, the app will remain active; however you will not be able to trigger an alarm.

SENDING AN EMERGENCY REQUEST

1. If you are in an emergency, tap the “I NEED HELP” button.

2. A 20 second count down Timer Screen will appear. This provides a delay before the emergency is sent. The delay gives you time to cancel the request if you pressed the “I NEED HELP” button accidentally.

3. Tap Send Now on the Timer Screen to send the emergency immediately. Your emergency request will be sent directly to STARS to act on.

4. Using an Android Phone, the SOLUS App will automatically call the STARS emergency phone number.

5. Using an iPhone, the SOLUS App shows a phone number window in which you must tap “Call” to call the number.

1. While an emergency request is active, tap the red STOP button.

2. A confirmation screen appears, confirming that you are cancelling the emergency.

3. Tap YES, to cancel Emergency

4. This immediately cancels you from emergency state.

5. STARS/the emergency service will still phone you to confirm that all is well.

1. After logging into SOLUS, tap on the comment.

2. Insert any additional information you would like to send to STARS while using SOLUS.

3. Tap DONE.

4. Tap on the paperclip icon if you would like to attach a document or picture.

5. Tap the plus icon and choose the attachment you want to send.

6. NOTE: The comments and attachments are used only for additional information. Use the I NEED HELP button for immediate assistance.

a. Active Comments are sent as part of an emergency request.

b. Pictures and attachments are sent automatically to the Control Center Monitor without needing an associated emergency request.

1. To manually enter specific location information that will be sent along with an Emergency request, tap just below the Manual Location label and enter your text.

2. Specific manually entered location information can help STARS and emergency responders find you faster in an emergency. For example: “Behind diesel tank #5”.

The alarm will trigger an alert at STARS’ 24-hour Emergency Link Centre. Upon activation of the “I need help” button, STARS will initiate an emergency response on your behalf. This will include contacting you, the alarm user, first. If we are unable to reach you, we will call your first escalation contact for assistance locating you. If we cannot connect with your first escalation contact, we will repeat the step with your second escalation contact. If this proves unsuccessful, we will attempt to call you and your escalation contacts one more time before asking for RCMP or local police assistance. It is important to keep your escalation contacts up to date so we have someone to reach in case of emergency.

ACCOUNT AND BILLING

If you did not receive an email from STARS with a temporary password when you originally signed up through our www.solus.ca webpage, one of two things may have happened.
1) The email may have gone to your junk folder. Check your junk folder to see if it was delivered there.
2) You may have entered your email address incorrectly.
In this case, please contact support@solus.ca

Yes, if you accidentally hit the “I need help” button, you will have 20 seconds to cancel the alarm before the app notifies STARS. If you miss the 20 second window, your App will contact the STARS Emergency Link Centre automatically, at which time you can decline a response.

Month-to-month subscription means that monitoring service begins as soon as your initial payment is processed. You’ll be charged the rate stated at the time of purchase, on the first day of every month, until you cancel. Because there is no annual contract, your rate is subject to change, but we’ll always notify you beforehand. Your first payment will be prorated based on when during the monthly billing cycle that you subscribe, unless you have a special offer/promo code that allows for a free trial period.

Your initial fee will be prorated based on your in service date. All subsequent monthly charges will be $9.99 with no associated contract.

We currently accept Visa and MasterCard credit cards. Note: We do not accept PayPal or other forms of debit card payments at this time.

From time to time, STARS or our partners may offer special discounts or promotions through unique promo codes. If you have a promo code, simply enter it in the Promo Code box during checkout. Your special offer/coupon will be applied to your purchase. If you have difficulty entering the code, or it does not apply the proper discount, please contact support@solus.ca

Since SOLUS is offered by STARS (Shock Trauma Air Rescue Service), a charitable non-profit organization, we do not charge GST, PST or HST on your monthly subscription fee.

All subscription purchases must be made via our website at www.solus.ca. If you experience difficulties, please contact support@solus.ca

Please keep in mind these common scenarios for unknown charges on your credit card statement:
o Auto-renewal of your monthly subscription. If you wish to stop the recurring payment you will have to cancel your subscription at solus.ca.
o Your subscription free trial has ended and you were charged at the end of your trial period.
o Your credit card was used for a SOLUS purchase by a family member, friend, or co-worker with access to your card number. In this situation, we recommend reaching out to the person or your company to investigate.
If none of the above apply, please contact support@solus.ca

You can edit payment information on your account at any time by visiting our website at www.solus.ca and logging in (via the Login button at the top right of the screen) using your registered email address and password.
Editing a Payment Method:
o Once logged in to your account, you can edit your saved credit card payment information quickly and easily.
o Click the Edit Card icon to the right of your payment method and make your updates.
o Click Update Card.
o Should you change your mind about making any changes, click Cancel and you will be returned to your main account page.

You may choose to either suspend your subscription for a certain amount of time and then reactivate (e.g. you determine that you do not need monitoring services for a period of time, but would like to continue your previous service) or, cancel your subscription.
To suspend, reactive or cancel your subscription visit our website at www.solus.ca and log-in (via the Login button at the top right of the screen) using your registered email address and password.
Suspending Your Subscription:
o Once logged into your account, you can suspend your subscription by following the steps outlined below:
o Click Suspend.
o Your account status will read “SUSPENDED”
o Your subscription fee charges will be suspended beginning with the next monthly billing cycle. We will retain your billing information for future reference, but all personal information related to the SOLUS app will be deleted and all new information will need to be populated when you choose to reactivate your subscription.

Reactivating Your Subscription:
o Once logged into your account, you can reactivate your subscription by following the steps outlined below:
o Click Resume.
o You will receive an email asking you to create a new password within the SOLUS app so that your monitoring services can resume.
o Your first payment upon reactivation will be prorated based on when during the monthly billing cycle that you chose to resume, unless you have a special offer/promo code that allows for a free trial period.

Cancelling Your Subscription:
o Once logged into your account, you can cancel your subscription by following the steps outlined below:
o Click Cancel.
o Your account status will read “NO SUBSCRIPTION”
o Your subscription fee charges will be cancelled beginning with the next monthly billing cycle. Important: If you wish to either suspend or cancel your subscription, your payment is non-refundable and your monitoring services will be discontinued on the date of suspension or cancellation.

We apologize for any inconvenience but we do not provide refunds on any fees or charges, including partially used months of service and bank/merchant fees.

OTHER QUESTIONS

1. For assistance with SOLUS you can send an email to support@solus.ca. In your email, please identify the make, model and OS version of the smartphone you are using.