Trust & safety · 15 minute response SLA

Safety & SOS

Live emergency console and the incident record behind it. One critical incident is open right now.

1 critical live
Open4
Median response11s
Per 10K rides0.42
Critical incident liveINC-2214 · ER-84771elapsed 02:14

  1. SOS triggered by rider

    Sasha Kim pressed the panic button · ride ER-84771

  2. Dispatch acknowledged

    Dana Kirsch picked up in 11 seconds

  3. Live location locked

    I-95 S near Exit 12 · vehicle moving 62 mph

  4. Rider contacted

    Two-way audio open · rider reports feeling unsafe, not injured

  5. Emergency contacts notified

    1 contact sent live trip link

  6. Escalated to 911 bridge

    Miami-Dade dispatch conferenced in

I-95 S · Exit 12
Rider
Sasha Kim · R-77120
Driver
Trevor Ndlovu · D-3902
Vehicle
FL·2QW-902 · Grey Altima
Speed
62 mph
Responder
Dana Kirsch

Open incidents

4

33.3%vs last week

1 past the 15-minute SLA

Median SOS response

11s

21.4%vs last week

Target is under 30 seconds

Incidents per 10K rides

0.42

12.5%vs last week

Down from 0.48 in July

Resolved within 24h

96.2%

1.8%vs last week

184 of 191 last month

Incidents by type

Six month trend across the network

Incident volume is flat while rides grew 32% over the same period — the rate per 10,000 rides has fallen from 0.61 to 0.42.

Response actions

What dispatch can do from here

Open 911 bridgeConference local emergency dispatchBroadcast to driversArea advisory or road closureSuspend a driver nowImmediate deactivation pending reviewEscalate to legalPreserve evidence and notify counsel

Incident log

Every safety event raised on the platform

IncidentTypeSeverityReported bySubjectCityResponderResponseStatus

INC-2214

ER-84771		SOSCritical
SKSasha KimRider
Trevor Ndlovu · D-3902MiamiDana Kirsch11sEscalated

INC-2213

ER-84688		CollisionHighSystemLuis Ramirez · D-2077OrlandoMarco Ruiz42sAcknowledged

INC-2212

ER-84602		Unsafe drivingMedium
OFOwen FitzgeraldRider
Sofia Marchetti · D-4120OrlandoDana Kirsch—Open

INC-2211

ER-84540		HarassmentHigh
ABAna Beatriz SouzaDriver
Peter Nakamura · R-24405MiamiLena Vogt88sEscalated

INC-2210

ER-84388		Route deviationLowSystemChidi Nwosu · D-3719JacksonvilleMarco Ruiz210sResolved

INC-2209

ER-84201		MedicalCritical
JFJulian FerreiraRider
Ana Beatriz Souza · D-3388MiamiDana Kirsch9sResolved