SilverFriend Support

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Response within 2 business days, Monday to Friday.

Wellbeing notice

SilverFriend is not a home emergency call system (Hausnotruf), not an emergency service and not a medical device — and it replaces none of them.

After every call, an automated check reviews the written call record for explicit signs of danger. If something is flagged, a person on our team reads the result and assesses it. Only after that does the contact person you registered receive a neutral message asking them to get in touch with your relative — or your second contact, if the first cannot be reached. Our team reviews notices every day from 09:00 to 20:00 German time, including weekends and public holidays. Acute notices are reviewed inside that window without delay, everything else usually within 48 hours. We do not promise a delivery time. Calls take place every day between 07:00 and 20:00; a call placed before 09:00 is reviewed from 09:00 on.

This review happens after the call, not during the conversation. There is no automatic notification without human review, and the system never dials an emergency number itself. Where the review finds acute danger to life or limb, a person from our team calls your relative back; if nobody answers or the danger is confirmed, that person calls 112 themselves, for numbers in Germany. That is one human being's decision in an individual case — not a promised feature.