To manage your SOS Settings, click on settings and go to the organisation you wish to manage and select SOS Settings on the left side menu.
Any administrator to the account can select the members that will receive tier one and tier two SOS messages. If you require a common group of people to receive SOS notifications from all your aircraft, you can set this up under the All Aircraft menu option. Select the level of support you require and the mode of delivery as SMS, email or both.
Additionally, you are able to select specific aircraft and customise SOS settings. You have the option of adding additional SOS recipients by selecting the aircraft you wish to work with from the menu, and then selecting the level of support and mode of delivery that you require. These settings will only apply to the aircraft that you are currently working with.
When an Organisation is created, the owner is assigned as the default SOS recipient. If an SOS contact is set at the All Aircraft level, they will be grayed out when viewing individual aircraft, as they can only be removed by unchecking them on the All Aircraft selection.
What happens during an SOS?
Tier one support people are the first group to receive an SOS message. In the event of Watch SOS or a pilot activated SOS, these people will receive an email and text message with the SOS details. Tier one people should attempt to make contact with the pilot and either resolve or escalate the SOS within 15 minutes. They may be required to call search and rescue authorities as the authorities are not automatically informed of an SOS.
Note: If you are a tier one support person you will be notified if the SOS is escalated to tier two.
An SOS email message with link to view the flight
An SOS text message
Tier two support people are the second group to receive an SOS message. In the event of Watch SOS or a pilot activated SOS, these people will receive an email and text message with the SOS details fifteen minutes after the tier one people have been alerted, but only if the SOS remains unresolved. Tier two support people should make contact with the tier one support people as well as the pilot. They may be required to call search and rescue authorities.
On the map, a pilot activated SOS (through pressing the SOS button) shows as a red marker. See the image below. If the SOS is activated by the Watch system then the last position report will just be a normal Watch position report. The SOS can be viewed, escalated, and resolved from the SOS page.
Closing or escalating an SOS
An SOS can be closed from the website, by clicking the green 'Close SOS' button or escalated with the red escalate button. Alternatively, this can be done by text message by replying with close to dismiss the alert or SOS to escalate it.
Closing an SOS will send a message to all SOS recipients, listed on the website, letting them know that the SOS is closed.
If you are a support contact for your organisation, ensure that you are familiar with your internal emergency procedures.
The following diagram depicts the spidertracks alert notification mechanism, beginning with a tier one alert through to resolution, should you receive one. To learn more about why an alert may have been generated, see Normal Tracking vs Watch Mode.