Frequently Asked Questions (FAQs)

Q: What extent of services can I expect in case of medical emergencies ?

Emergency Response System :1st Step: Trigger through an emergency button on our App, a distress call to our contact center, or intimation received from neighbors/family/friends. 2nd Step: We will initiate 3 actions in parallel intimate nearest contact (from our database) to reach on top priority activate a third party empanelled service provider to reach with necessary paraphernalia for first-aid our Saathi will reach within a reasonable time frame 3rd Step :Decision on appropriate medical aid based on the pre-agreed hospital list medical history insurance documents pre-loaded debit card 4th Step :Status update to Next of Kin (NoK) – at every stage Decision on hospital attendant till treatment is complete Police clearance, if necessary Discharge formalities

Q: How can we insulate engagement around financial matters?

We follow a 3-tier approach to mitigate such riskzWe strongly recommend an audio-video CCTV camera to be installed in your home so that the entire engagement can be viewed in real-time by the children from any part of the world our contract with the Saathis clearly prohibits them from engaging in any advice or involvement in personal financial matters.We strongly encourage you to support us by refraining from engaging in any such discussions. Also, if any Saathi brings up such discussions, feel free to report on our Customer Care number or provide feedback through our App.

Q: How can we insulate engagement around financial matters?

We follow a 3-tier approach to mitigate such risks, We strongly recommend an audio-video CCTV camera to be installed in your home so that the entire engagement can be viewed in real-time by the children from any part of the world Our contract with the Saathis clearly prohibits them from engaging in any advice or involvement in personal financial matters.We strongly encourage you to support us by refraining from engaging in any such discussions. Also, if any Saathi brings up such discussions, feel free to report on our Customer Care number or provide feedback through our App.

Q: What is the escalation matrix ?

1st Point : Team Leader (1:8 Saathis). 2nd Point : Customer Service Head. 3rd Point : COO

Q: What kind of routine feedback can we expect from the Saathis?

Well-being report immediately after the weekly visit any specific physical / mental discomfort upon occurrence / detection Expiry of any service agreements including rent, insurance, etc, Condition of the house, including any visible major / minor repair requirements

Frequently Asked Questions

What extent of services can I expect in case of medical emergencies ?

Emergency Response System :

1st Step : Trigger through an emergency button on our App, or a distress call to our contact centre, or intimation received from neighbours / family / friends
2nd Step : We will initiate 3 actions in parallel

Intimate nearest contact (from our database) to reach on top priority
Activate a third party empanelled service provider to reach with necessary paraphernalia for first-aid
Our Saathi will reach within a reasonable time frame

3rd Step :

Decision on appropriate medical aid based on pre-agreed hospital list
Medical history
Insurance documents
Pre-loaded debit card

4th Step :

Status update to Next of Kin (NoK) – at every stage
Decision on hospital attendant till treatment is complete
Police clearance, if necessary
Discharge formalities

How do we ensure our parents are safe when the Saathi is at home?

Our Saathis will mostly be middle aged ladies with strong family background & value systems, with a social bent of mind
A thorough background verification through local police will be conducted before deploying any Saathi
Templatized Training process with clear Do’s & Don’ts will be documented
We strongly recommend CCTV cameras to be installed at the entrance, as well as, in the living room to record entire engagement with the Saathis
Our Saathis have been strictly instructed to always visit alone, and not be accompanied by any family, friends or colleagues. Any deviation to this should be promptly reported to our contact centre
We will have a rotation policy amongst our Saathis so that nobody gets too familiar with your eco-system
At the start of every Saathi visit, you will be prompted for an OTP, and the Saathi will close the service at the end of 45-60 mins. That will help us track the exact duration of the engagement, and any deviations will be monitored centrally.

Is there any mandatory subscription term?

We will encourage a paid trial period of 3 months before signing up for further quarterly / yearly subscriptions
We are cognisant that you may be visiting your children for a few months every year, so we will provide options for quarterly, half yearly or annual subscriptions, with graded pricing.

How can we insulate engagement around financial matters?

We follow a 3-tier approach to mitigate such risks

We strongly recommend an audio-video CCTV camera to be installed in your home so that the entire engagement can be viewed in real-time by the children from any part of the world
Our contract with the Saathis clearly prohibits them from engaging in any advice or involvement in personal financial matters.
We strongly encourage you to support us by refraining from engaging in any such discussions. Also, if any Saathi brings up such discussions, feel free to report on our Customer Care number or provide feedback through our App.

What is the escalation matrix ?

What kind of routine feedback can we expect from the Saathis?

What is covered under entertainment activities?

Daily engagement through App based group activities including Yoga, Meditation, Discourse, etc
Activity Clubs including Music, Hobbies, Games, etc
Movies / Plays on a periodic basis, provided there is adequate quorum
Picnics on a periodic basis, provided there is adequate quorum

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