Integration Process

This page walks through what a RapidSOS Tech Partner can expect from contract signing to launch and beyond.

If you are not a signed partner, please contact [email protected]. RapidSOS Support can help get you setup for running your first test.

1. Kickoff call

After contract signing, a Kickoff call scheduled with your RapidSOS Implementation team to review the Statement of Work (SOW). This team will work with you through launch of your solution.

2. Deep Dive

After the kickoff call, a technical deep dive will be scheduled between the teams to review any questions about the workflows as they relate to our Emergency Workflow documentation

It is recommended that the Tech Partner's development team review this page and the API documentation before the technical call

The goal of the deep dive is to confirm all sides' understanding of expected behavior and the work to be done. This includes, but is not limited to:

  1. Implementation of the Account Registry API (if required for your solution)
  2. Consideration of failsafe handling. Answering the question "what is the expected behavior if there is an unexpected failure?"

3. Development

Once the technical deep dive is completed, you have entered the Development Phase of the implementation. During this time RapidSOS will continue meeting with the Tech Partner to:

  1. Work with business contacts to discuss launch strategies, provide status updates, and coordinate other resources
  2. Facilitate the Development Process and answer any technical questions that are surfaced

Technical Requirements

This section will focus on elements of integrating with RapidSOS that a Partner Developer will want to know for their design.

API Environments and Credential Management

RapidSOS Tech Partners primarily interact with the RapidSOS Sandbox and Production environments. For specifics on how RapidSOS manages services across different environments, see here.

Some important distinctions worth calling out individually are listed below:

Sandbox
  • 911 calls will not go to a PSAP. Instead, the user will hear an automated message as a placeholder for the live agent.
  • Escalations to monitoring do not include a call from the safety agent
Production
  • 911 calls will be routed to the users correlating 911 call center based on their location, where they will speak with a live 911 agent in that jurisdiction.
  • Escalations to monitoring will go to the exclusive account where live safety agents will see events come in and call the user

Whitelisting

If you require whitelisting of external clients, follow these instructions.

Phone Number Provisioning

If your solution involves one or both of:

  1. RapidSOS and/or its Monitoring Safety Agents making calls to your users
  2. Users calling a RapidSOS specific number

You may want to ensure the possible phone numbers are allowed/not blocked.

  • Note: These numbers will differ between Sandbox and Production

Integration Monitoring

Tech Partners oftentimes want insight into the status of RapidSOS' services at any time. RapidSOS provides two methods to all partners:

  1. Partners can subscribe to status.rapidsos.com
  2. If using the RapidSOS Emergency Workflow API, a health check function exists GET Provides current health of workflow endpoint

Running your first test

Now that you're aware of the various considerations to ensure a successful integration, you are ready to run your first test.

At this point, the Tech Partner and RapidSOS enter an iterative development phase.

4. Production Approval/Pre-Launch

  1. During the development phase, the Tech Partner and RapidSOS regularly test and remain aligned on launch plans.
  2. As the launch date nears, both parties will want to schedule end-to-end tests for all use cases and relevant APIs.
  3. Based on these test results, both parties will iterate on their solutions as needed
  4. Once all test cases pass, RapidSOS will provide the customer their Production API credentials to begin sending real emergencies

At this time, the RapidSOS solutions are ready to be launched.

5. Launch

On the day of the push to Production for the solutions, if your APIs are not already active in Production, your implementation team will deploy everything to the Production environment.

At launch, every customer is supported by several internal RapidSOS monitoring services such as:

  • Anomaly Detection based on expected traffic volumes
  • 24/7 Error Detection via our Network Operations team

6. Post Launch

Depending on your needs, the implementation team may support you during the handoff period to our Customer Success and Support teams for a maximum of 2 weeks.

Once your solution is deployed to Production, the solution will remain untouched to maintain integrity. If a change is requested, the sandbox environment will be updated first to be tested and approved before moving to production.

Assuming no issues arise, the implementation team is removed from the day-to-day conversations and the Tech Partner can escalate questions and enhancement requests directly to their Customer Success Manager or [email protected].