Frequently Asked Questions

• We try your #1 person with SMS and voice calls
• Send reminders every 5 minutes
• After 15 minutes, escalate to your #2 person
• Repeat the process down your entire list
• You can set yourself as the final backup if needed
• We keep cycling through until someone responds

In 3 years, we've never had a call go completely unanswered.

We recommend:

• Pay them extra for being on-call (even $50-100/week makes a difference)
• Rotate the responsibility so it's not always the same person
• Provide clear scripts for what to say to customers
• Set boundaries - they're not expected to fix everything, just respond appropriately

Many business owners are surprised how much their team members mature when given real responsibility.

Whether you get 1 call or 100 calls per month, your price stays the same. We've designed our system to handle high call volumes efficiently.

Most service businesses average 5-15 emergency calls per month, but we've had customers with 50+ calls and their bill never changes.

• Multiple data centers across the country
• Partnerships with 3 different phone carriers
• Automatic failover systems
• 24/7 system monitoring
• If our system fails, calls automatically forward to your personal phone

We understand that emergencies don't wait for convenient times. Reliability is our #1 priority.

Here's what typically happens:

• Customers get faster responses because your on-call tech is dedicated to answering
• Your team members often provide more focused attention to the emergency
• Customers appreciate talking to someone who's ready to help, not someone who just woke up
• You can always have the tech say "I'll have [Owner Name] call you first thing in the morning"

Many customers actually compliment our users on their "professional emergency response system."

We bill month-to-month. If you're not happy for any reason, just let us know and we'll cancel your service immediately.

We also offer a 30-day money-back guarantee. If CouchAlert doesn't work for your business, we'll refund your first month completely.

Many of our customers have just 2-5 employees. Here's how it typically works:

• Employee #1: Primary on-call (maybe Sunday-Wednesday)
• Employee #2: Backup on-call (maybe Thursday-Saturday)
• You: Final escalation (only if both employees don't answer)

Even with a small team, you'll dramatically reduce the number of calls that reach you personally.

• Get a new emergency number: Easiest option. Give customers a dedicated emergency line.
• Forward your existing number: Set up call forwarding from your current number to CouchAlert.
• Port your number: We can transfer your existing number to CouchAlert (takes 3-5 business days).

Most customers prefer option #1 - having a dedicated emergency line makes it clear when something is urgent.

During your trial you get:

• Full access to all features
• Your own emergency phone number
• Complete setup assistance
• Test calls to make sure everything works
• Email support for any questions

After 30 days, if you love the service, we'll ask for payment. If not, just let us know and we'll close your account with no charges.