Q1. I am leaving on vacation, what must I do? Do I have to advise my alarm company?
Q2. I want to modify the information that I supplied the central for handling my alarms. What must I do?
Q3. If I want to put my system in test mode at the Central, how do I proceed?
Q4. How must I proceed to test my system and how often must I do it?
Q5. Is it preferable to have individual, group or general passwords?
Q6. What are the procedures in case I caused an alarm at the Central?
Q7. Can I cancel the Police?
Q8. Who do I have to ask if I want to see alarm reports or other information?
Q9. I wanted to call you but my phone line was out of order, why is that?
Q10. Is it a good idea to have a Private Alarm Guard Response to verify my alarms?
Q1.I am leaving on vacation, what must I do? Do I have to advise my alarm company?
A1. You must make sure that the list of people to call in case of an alarm is up to date before you leave. Also make sure that the people on that list are aware you will be gone, that they have a valid identification code or password to identify themselves with the central and that they have access to the protected premises. (Keys for access and keypad code). Contact your alarm company for any modifications and more importantly, don't wait until the last minute.
Q2. I want to modify the information that I supplied the central for handling my alarms. What must I do?
A2. To modify the information on the Monitoring schedule at the Central, you must contact your alarm company. Generally, you will be asked to confirm the modifications in writing. Your company will then transmit these modifications to the Central and your file will be updated. It is important to have any modifications updated as soon as possible in order to keep you from paying the costs of false alarm fines associated with unwarranted public service dispatches.
Q3. If I want to put my system in test mode at the Central, how do I proceed?
A3. If you want to put your system in test mode at the Central to do renovations, for instance, for 8 hours or less, you must communicate with the Central directly with your proper identification code on hand to identify yourself to one of the operators. Once identified, the operator can put your system on test for a period of 1 to 8 hours. Be careful, as the system will automatically become active again after the time period that you selected is over.
If you wish to put your system in test for a period longer than 8 hours, then you must contact your alarm company, who will transmit your request in writing.
Q4. How must I proceed to test my system and how often must I do it?
A4. 1) To test your system you must first call the Central directly
with your proper identification code on hand to identify yourself
with one of the operators. Your system will work normally but the
signals will be received and ignored.
2) Arm your system and go outside as you normally would.
3) Wait until the exit delay expires and come in without disarming
your system. Wait until you hear the siren. Open all doors, protected
windows and walk through areas protected by motion detectors. NOTE: Some installers program a 15 second delay (siren must sound for fifteen (15) seconds) before the system will communicate to the Central to avoid false alarms.
4) Disarm your system and call the Central to get your test results,
asking what zones were received and matching them with zones that
were triggered.
* To test other equipment, such as smoke detectors, heat, gas, carbon
monoxide, etc., follow the instructions given to you by your alarm
company.
NOTE: YOUR ALARM SYSTEM SHOULD BE TESTED AT LEAST TWICE (2) A YEAR.
Q5. Is it preferable to have individual, group or general passwords?
A5. Individual codes are far more secure and are easier to cancel when someone no longer has access to the premises.
Q6. What are the procedures in case I caused an alarm at the Central?
A6. Unless specifically stated in writing, the Alarm Central follows Alarm procedures as per the U.L.C. Standard-S301 norms. In case of burglary, panic or fire, the Central will call on the premises first. If there is no response or if the respondent is not able to identify himself with a valid identification code or password, the appropriate public service will be called. The Central then calls one of the people on the list of respondents you have supplied the alarm Installer or Central. If the first person on the list is not available, then the operator will leave a message and move down the list until he/she can get a hold of another respondent.
In the case of a hold-up situation, the Police are advised immediately. Thirty (30) minutes later, the Central will contact someone on the list of respondents to advise him or her that a hold-up alarm was received from that specific client. Note: A (30) thirty minute delay in advising a respondent is to prevent a respondent from going to the alarm site and walking into a dangerous situation.
Q7. Can I cancel the Police?
A7. Certain municipalities do not accept cancellations: once the
Police are advised, it is impossible to cancel the call. For other
municipalities, it is possible to ask for a cancellation, but the
operators have no control over the situation. Generally, when the
police have acknowledged the call and are responding, it is impossible
to cancel. You can call the Central to know if it is possible to
cancel in your area.
Q8. Who do I have to ask if I want to see
alarm reports or other information?
A8. Even though the Central the generates reports, you must ask your Alarm Company for them.
Q9. I wanted to call you but my phone line was out of order, why is that?
A9. Unless you have a special type of protection, your alarm signals
are transmitted using the phone line. This is why when an alarm
being transmitted, the phone can be busy for a few seconds.
Q10. Is it a good idea to have a Private Alarm Guard Response to verify my alarms?
A10. Private Alarm Guard Response “PAGR” is becoming more affordable and more popular as many alarm companies are bundling alarm monitoring and private guard response in the annual billing. The reasons for this trend is that the police response is normally very slow, the false alarm fines are very high and the quality of the verification is mediocre at best, e.g.: reports from clients state 30/60 minute response times; police drive up to the front door of home/business and no tour is made around the back of the premises to check for signs of break-in.
The only task that the PAGR has is responding to alarms. Many business owners use this service simply not to be disturbed at night or on weekends as the client is only called if an actual break-in has occurred. All “PAGR” alarm verifications are signified by a visit notice left on the premises and if there is an actual break in the guard stays and secures the site until the owner or his respondent arrives. Different “PAGR” packages are offered for homes or businesses with a choice of exterior or interior and exterior tours.
