SPOT ASSIST NSD ROADSIDE ASSISTANCE SERVICE
SERVICE GUIDELINES AND INSTRUCTIONS
The SPOT Assist is the GPS-Based Safety system designed to protect you and your family on the road and outdoors. The applicable NSD Roadside Assistance Plan is Plan E, which includes the following Roadside Assistance: Your plan, Plan E, includes the following Roadside Assistance: towing (up to 50 miles (80 km) per tow), extrication, accident assistance, road service, fluid delivery, tire service, battery service, lost-key or lockout service (into passenger compartment only), at your location. Plan E covers up to five (5) towing/roadside assistance events annually. Once you have incurred five (5) events, a tow truck will still be dispatched but you will be responsible for any required payments. The applicable Producer Code is: 75721. Roadside Assistance is to be used only for roadside services; it is not to be considered an emergency response service. Roadside Assistance is not an automobile liability insurance contract, a warranty or a physical damage insurance contract.
IMPORTANT: Press the 9-1-1 button if injured or if your life is in danger, including due to the risk of exposure or hypothermia.
USING THE ‘HELP’ BUTTON ON YOUR SPOT MESSENGER
Your membership is automatically verified by NSD – please read usage tips, including GPS Fix, carefully.
TO REQUEST ROADSIDE ASSISTANCE:
1) Place your SPOT messenger so that it is lying on its back, logo-side up, with a clear view of the sky.
2) To turn on SPOT, press the ON/OFF button. Wait at least 2 seconds.
3) To send a message, press and hold the HELP button for 2 seconds. Messages are sent every 5 minutes for up to one (1) hour, or until canceled. For reliable performance, follow the GPS Fix instructions below. If the LED above the HELP button and the ON/OFF button start to blink out-of-synch instead of in unison, you DO NOT have a GPS Fix.*
4) You must be with your vehicle when the service provider arrives, as they cannot service an unattended vehicle.
TO CANCEL HELP:
1) Press and hold the HELP button again for 3 or more seconds.
2) Press the ON/OFF button to turn the unit off.
Once the HELP button is enabled for Roadside Assistance use, you will not be able to use the HELP button function to contact your friends and family. The HELP button will only work for Roadside Assistance.
LP button will only work for Roadside Assistance.
NOTE: Since Roadside Assistance is designed for disabled vehicles, the towtruck dispatched by NSD will go to the location of the initial GPS fix received and look for the vehicle within 300 meters of this initial location. NSD will not monitor GPS location updates. Upon receipt of the ‘HELP’ Message, the NSD dispatcher will contact the primary phone number provided by you in your SPOT assist profile. In the case of a non-dispatch event, the NSD dispatcher will contact the primary and secondary numbers. An e-mail will also be sent to the primary e-mail by SPOT.
*NSD can not dispatch Roadside Assistance without knowing your location. If NSD receives a message without a GPS fix, NSD will contact the roadside primary and secondary contact numbers to try to determine your location. If you see the LEDs above the ON/OFF and HELP buttons blink out-of-synch, you must either: 1) Follow the GPS Fix instructions, or 2) move to a location with a clearer view of the sky. The LEDs will blink at the same time if you have a GPS Fix. NSD will dispatch once they have location information.
USING THE TOLL-FREE NUMBER
The Toll-Free Number can be used by the primary subscriber only and requires eligibility verification. If not the primary subscriber, request Roadside Assistance utilizing the ‘HELP’ button or you must pay the cost of service. To verify eligibility you will need to provide 1) Your name, 2) the Producer Code 75721, 3) the Plan Identifier, Plan E, and 4) your SPOT ESN Number (located under your SPOT’s battery). You may also utilize the toll-free number in areas where NSD provides Roadside Assistance, but your SPOT Satellite GPS Messenger does not have coverage available (see www.findmespot.com for the current coverage map).
1) Call the NSD Toll-Free Number: 866-367-0798
2) Verify your eligibility - Provide your name, address and the ESN from your SPOT unit.
3) Tell the NSD dispatcher about your location and problem.
4) You must be with your vehicle when the service provider arrives, as they cannot service an unattended vehicle.
SPOT ASSIST USAGE TIPS
FAMILIARIZATION WITH YOUR SPOT: Spot strongly recommends that you familiarize yourself with your SPOT by reading your User’s Guide, doing the training videos available on www.findmespot.com and practicing how to properly utilize your SPOT by sending Test Messages under similar situations to your planned usage.
TEST MESSAGES. To send a Test Message, input your own cellphone (if you have text capability) or e-mail into your OK/Check contact list. To send the Test Message: 1) Press the ON/OFF button, 2) Wait 2 seconds, 3) Press OK, 4) Wait until the LED above the OK button goes off (can be up to 20 minutes). Verify that your cellphone and/or e-mail receives the OK message. If you did not receive the Test Message, follow the instructions in your User’s Guide and experiment with different placement of your SPOT. Repeat steps 1-4) until you receive reliable results. Test Messages allow for you to evaluate your entire messaging system, from the operational condition of the SPOT to the readiness of those you’ve chosen to notify of your messages. If the LED above the ‘On/Off’ button blinks RED every second, your battery is running low and should be changed.
CONTACTS: The recommendation is to use your cellphone as your roadside primary contact and someone not traveling with you with knowledge of your trip/itinerary as your roadside secondary contact.
USAGE IN YOUR VEHICLE: For normal usage place your unit horizontal on the dash, logo side up, slightly tilted towards the glass to ensure the signal is going through the glass, and not blocked by the roof. Experiment by sending Test Messages to ensure your placement is allowing the signal to transmit clearly through the glass. If in doubt, take the unit outside to a location with a clear view of the sky, where you can do so safely.
GPS FIX: Spot strongly recommends that you send and verify an OK/Check message before using your SPOT each day, and at minimum anytime you have traveled more than 600 miles (965 km), have changed the batteries or have not used the unit for over two (2) weeks. List your own cellphone (if you have text capability) in your OK contacts. To run the check: 1) Press the ON/OFF button, 2) Wait 2 seconds, 3) Press OK, 4) Wait until the LED above the OK button goes off (can be up to 20 minutes). You have now completed the GPS Fix / System Evaluation cycle. If after 4 minutes, the LEDs above the ON/OFF and OK button start to blink out-of-synch instead of in unison, you still do not have a GPS fix. If you haven’t used your unit recently it may still be updating the almanac or it might not see the 3 GPS satellites required to obtain a GPS fix, so it is highly recommended that you MOVE to a different location with a clearer view of the sky in order to get a GPS fix, and repeat Steps 1) through 4). The LEDs above the ON/OFF and OK button should blink at the same time until they go out if you have successfully obtained a GPS fix. Optimally, you run the test in cellphone range and can ensure that your cellphone received the text message with your latitude and longitude location.
SPOT ASSIST SERVICE PLAN TERMS AND CONDITIONS
SPOT Assist allows you to request Roadside Assistance 24-hours a day, 7 days a week and 365 days a year, including holidays. NSD Roadside Assistance Service is provided throughout the 50 United States, the provinces of Canada, Puerto Rico and the District of Columbia. For locations in which NSD provides Roadside Assistance, but you don’t have coverage for your SPOT Satellite GPS Messenger (see current coverage map at www.findmespot.com), you must call the NSD toll free number for Roadside Assistance. If you request Roadside Assistance via the HELP button on your SPOT Satellite GPS Messenger, your membership will be automatically verified by NSD. This will extend to anyone you authorize to utilize your SPOT Satellite GPS Messenger. Only the Primary Subscriber of Record for your SPOT Satellite GPS Messenger is able to request Roadside Assistance via the Toll-Free Number. The NSD Dispatcher will verify the Primary Subscriber’s eligibility by obtaining your name, the applicable Producer Code (75721), the applicable Plan (E) and the SPOT ESN (located under the battery of your SPOT Satellite GPS Messenger). If not able to verify eligibility, the NSD dispatcher will provide the option of still dispatching Roadside Assistance. In this event, you will have to pay for the cost of the service. Your plan, Plan E, includes the following Roadside Assistance: towing (up to 50 miles (80 km) per tow), extrication, accident assistance, road service, fluid delivery, tire service, battery service, lost-key or lockout service (into passenger compartment only), at your location. Plan E covers up to five (5) towing/roadside assistance events annually. Once you have incurred five (5) events, a tow truck will still be dispatched but you will be responsible for any required payments. In the event that you are eligible for Roadside Assistance, but such service is either 1) not-dispatched, or 2) provided on a cash-basis; you will be able to follow the NSD guidelines to submit any eligible costs of such Roadside Assistance services to NSD for reimbursement. NSD will determine if any of the expenses qualify for actual reimbursement in accordance with their standard guidelines and procedures at their sole discretion.
SERVICE LIMITATIONS AND EXCLUSIONS: You must be with your vehicle when the service provider arrives, as they cannot service an unattended vehicle. Your vehicle must be within 300 meters of the first GPS location transmitted by the SPOT Satellite GPS Messenger. This means you can move your vehicle if required to a safer location, but you must ensure you are still visible to the tow truck driver who will be going to the original GPS location. Your vehicle must be within 100 meters of a regularly maintained roadway. The NSD Roadside Assistance Service is not offered in roadless areas regularly not traveled, such as vacant lots, beaches, open fields or other places which are hazardous for tow trucks to reach. This means that if after mapping your GPS latitude and longitude, the location does not map within 100 meters of a known, regularly maintained roadway and is in an area safe for the tow truck to travel, NSD will not dispatch Roadside Assistance. All 24-hour Roadside Assistance provided by Nation Safe Drivers (NSD). Response times are normally under two (2) hours but can vary depending on the remoteness of your location, the weather and current towing call volume. During natural disasters or other area-wide emergencies, the local authorities (not NSD) will prioritize all towing calls. If for some reason, NSD does not provide service for which you were eligible and you incurred a roadside service related expense, you may submit the expense to NSD for reimbursement in accordance with their procedures and reimbursement guidelines. Due to the nature of the GPS system, you will need to get a GPS fix the first time you use your unit, after more than two weeks, anytime you change your batteries and anytime you travel more than 600 miles (965 km). It is strongly recommended that you do this at the start of each usage session. It can take up to 20 minutes to obtain a GPS fix. The easy way to accomplish this is to turn your SPOT Satellite GPS Messenger ‘ON’, wait 2 seconds, and then press ‘OK’ and wait until the LED above the ‘OK’ button goes out – this allows the unit time to acquire the GPS fix. While unlikely, it is possible that a GPS fix won’t be acquired if you only use other functions (Track Progress, HELP and 9-1-1) due to the transmission burst cycle. Without a location, NSD is not able to dispatch roadside assistance. You should familiarize yourself with the User’s Manual and the online tutorial Starter Video (available at www.findmespot.com). The SPOT Assist NSD Roadside Service is being offered by SPOT LLC within the United States and Canada. French Language. The parties have requested that this Agreement and all related documents be drafted in English; les parties ont exigé que cet acte, ainsi que tous les documents s'y rapportant, soient rédigés en anglais.
IMPORTANT: Roadside Assistance is to be used only for roadside services, it is not to be considered an emergency response service. Roadside Assistance is not an automobile liability insurance contract, a warranty or a physical damage insurance contract. Press 9-1-1 if injured and if your life is in danger, including due to the risk of exposure or hypothermia.
© 2009, Spot LLC. All rights reserved.