Monitoring

Monitoring2018-12-19T15:56:10+00:00

Benefits Of Central Station Monitoring Versus Self- Monitoring

The reason for purchasing an alarm system is for protection of your: family, home, business and employees.

Self-monitoring has some significant limitations which should be considered. What happens if:

  • You are out of cellular range and not able to receive a notification from your alarm;
  • You are in a business meeting;
  • Your phone is not with you;
  • Your cell phone battery dies?

If you or your emergency contacts are not by your phone 24/7 when your security system is triggered, no one is looking out or you. Every second counts in the event of an alarm condition that may have devastating impact to life or property.

The benefit of having your alarm system professionally monitored by a ULC-listed monitoring station is the peace of mind in knowing that any alarm or trouble condition will be actioned 24 hours a day, 7 days a week, 365 days of the year. Trained Dispatchers operate around the clock, and respond to alarm signals by dispatching police, fire, or medical personnel when needed. They are there for you at all times, and will ensure the proper authorities are dispatched as quickly as possible.

Insurance Discounts

With your alarm system being professionally monitored; most insurance companies will give discounts of varying levels to clients with alarms that are monitored for: security, fire, flood, and temperature. A self-monitored system won’t meet this requirement for insurance carriers.

Monitoring Procedures

Alarm Monitoring Procedures

PASSCODE

Your passcode is a number or word, of your choice, that you must give to our Monitoring Station staff when cancelling an alarm at your premises or when you wish to inquire or make changes to your account. The passcode can be a password or a number and must be at least 4 characters and not more than 10. For your security, we cannot accept alarm cancellations or account information changes without your passcode.

KEYPAD CODE

Your keypad code is normally a 4 digit number that you use to arm and disarm your alarm system. Most systems have multiple codes available so that system users and responding parties can have their own codes.


Standard Procedures of our Monitoring Station

Note 1: Individual instructions by the customer always override the standard procedures.
Note 2: When our Monitoring Station calls a responding party they will call down the list and then stop calling as soon as the first responding party has been reached.
Note 3: When our Monitoring Station calls the premise and reaches an answering machine/voice mail, they will make a second call before leaving a message.
Note 4: If our Monitoring Station receives an alarm and they are unable to reach anyone at the premise, and they dispatch, the Service Department will follow up with you on the next business day to find out if you require service or additional training.
Note 5: If the Police were dispatched for a Burglary alarm and no responding parties are available, and the premise is not secure, the Police will call to inform the Monitoring Station of the situation, and they will keep trying to reach a responding party.

When calling responding parties, if they do not know the passcode our monitoring station can verify the first and last name they have on file.
If the customer requests service, the monitoring station will pass the client through to our service department.


BURGLARY

  • Our Monitoring Station will call the premise twice and let the phone ring six times. A message is left on the second attempt if an answering machine/voice mail is available
  •  If no code/invalid code is given, they will contact responding parties.
  • If no responding parties are available, Police are dispatched.
  • If there is no answer, Police are dispatched, and responding parties are called.
  •  Our Monitoring Station will leave messages, where able when calling responding parties.
  •  Once a responding party takes responsibility for the call NO OTHER responding party is contacted.
  •  Our Monitoring Station will notify Police of the responding party’s name and ETA or if no responding party could be reached.
  •  If a call is received by the Monitoring Station stating that the alarm is false, they will request a passcode.
  •  If no/invalid code is given, then no action is taken from the phone call.

NOTE: If the customer does not want to have Police dispatched, a letter is needed in their file. However, a letter is not needed if the customer requires verification before Police dispatch.


FIRE

  • Our Monitoring Station will call the premise once and let the phone ring six times. A message is left if an answering machine/voicemail is available.
  •  If someone is reached on-site advising it is a false alarm they do not need a passcode.
  •  If there is no answer on-site, they will dispatch the Fire Department and call responding parties to advise them of the situation. A message will be left if an answering machine/voicemail is available.
  •  They will notify the Fire Department of the responding party’s name and ETA or if no responding party could be reached.
  •  If someone calls into the Monitoring Station stating a false alarm, a passcode will be requested.
  •  If no code/invalid passcode is given, they will disregard the call.

CARBON MONOXIDE

  •  Our Monitoring Station will call the premise twice and let the phone ring six times. A message is left on the second attempt if an answering machine/voicemail is available.
  • They will call responding parties, and a message is left if an answering machine/voice mail is available.
  •  If no responding party is reached, they will dispatch the Fire Department.
  • If anyone calls into the Monitoring Station stating a false alarm, a passcode will be requested.
  •  If no code/invalid passcode is given, they will disregard the call.

LOW TEMP/HEAT LOSS/HIGH TEMP/HIGH WATER/SUMP PUMP/REFRIGERATION ALARM

  •  Our Monitoring Station will call the premise twice and let the phone ring six times. A message is left on the second attempt if an answering machine/voicemail is available.
  •  They will call responding parties, and a message is left if an answering machine/voice mail is available.
  •  If no responding party is reached, they will continue calling every 30 minutes for 1.5 hours.
  •  The Monitoring Station will leave a note for the next shift to continue trying to reach the premise or responding parties.

PANIC/HOLDUP/DURESS

  •  Our Monitoring Station will immediately dispatch the Police.
  •  They will then call the premise twice and let the phone ring six times. NO message is left.
  •  If no answer or no code/invalid code is given, they will call responding parties to notify them of the situation.

MEDICAL

  •  Our Monitoring Station will call the premise twice and let the phone ring six times. A message is left on the second attempt if an answering machine/voicemail is available.
  •  If there is no answer, they will dispatch the Ambulance.
  • They will then call responding parties and leave a message if an answering machine/voicemail is available.
  • They will notify the Ambulance Department of the responding party’s name and ETA or if no responding party could be reached.

No passcode is needed for MEDICAL signals.


TAMPER

  •  Our Monitoring Station will call the premise twice and let the phone ring six times. A message is left on the second attempt if an answering machine/voicemail is available.
  •  If there is no answer, no code/invalid code is given they will contact responding parties.
  •  If they have not reached a responding party, they will dispatch the Police.

DEFIBRILLATOR

  •  Our Monitoring Station will immediately dispatch the Ambulance.
  •  They will call the premise twice and let the phone ring six times. A message is left on the second attempt if an answering machine/voicemail is available.
  •  They will call responding parties and a message if left if an answering machine/voice mail is available.
  •  They will notify the Ambulance Department of the responding party’s name and ETA or if no responding party could be reached.

No passcode is needed for DEFIB signals.


SUPERVISED CLOSING/LATE TO CLOSE

  •  Our Monitoring Station will call the premise twice and let the phone ring six times. A message is left on the second attempt if an answering machine/voicemail is available.
  • If there is no answer or no code/invalid passcode given, they will call responding parties and a message is left if an answering machine/voice mail is available.
  •  If someone is at the premise, they will ask for a code and advise him/her to arm the system or provide an alternate schedule.

LATE TO OPEN/NOT OPENED

  •  Our Monitoring Station will call the premise twice and let the phone ring six times. A message is left on the second attempt if an answering machine/voicemail is available.
  •  They will call responding parties, and a message is left if an answering machine/voice mail is available.
  •  If they reach a responding party, they will ask for a code, advise them of the situation and request an alternate schedule.

EARLY OPENINGS

  •  Our Monitoring Station will call the premise twice and let the phone ring six times. A message is left on the second attempt if an answering machine/voicemail is available.
  •  If no answer or no code/invalid code is given, they will call responding parties and a message is left if an answering machine/voice mail is available.
  •  If someone is at the premise, they will ask for a passcode and for an alternate schedule.

LOW BATTERY

  •  Our Monitoring Station will call the premise twice and let the phone ring six times. A message is left on the second attempt if an answering machine/voicemail is available.
  •  They will call responding parties, and a message is left if an answering machine/voice mail is available.
  •  If no responding party is reached, they will leave a note for the next shift to continue trying to reach the premise or responding parties.
  •  Low battery signals are only called out from 9 AM to 9 PM unless otherwise requested by the client.

If the low battery continues, it may not allow signals to be sent or may send false Burglary signals to the Monitoring Station before it completely drains.


AC FAILURE (No power or no power going to the panel)

  •  The signal will be held by our Monitoring Station’s system for 30 minutes.
  •  If the power restores, they will disregard the alarm.
  •  If the power is not restored, they will call the premise twice and let the phone ring six times.
  •  A message is left on the second attempt if an answering machine/voicemail is available.
  •  They will call responding parties, and a message is left if an answering machine/voice mail is available.
  •  If no responding party is reached, they will leave a note for next shift to continue trying to reach the premise or responding parties.

Once the panel is reset, a responding party WILL NOT be contacted.


SUPERVISORY (to be called fron 9 AM – 9 PM)

  •  Our Monitoring Station will call the premise twice and let the phone ring six times. A message is left on the second attempt, if an answering machine/voicemail is available.
  •  They will call responding parties and a message is left if an answering machine/voice mail is available.
  • If no responding party is reached they will leave a note for the next shift to continue trying to reach the premise or responding parties.

TROUBLES

  •  Our Monitoring Station will call the premise twice and let the phone ring six times. A message is left on the second attempt if an answering machine/voicemail is available.
  •  They will call responding parties, and a message is left if an answering machine/voice mail is available.
  •  If no responding party is reached they will leave a note for the next shift to continue trying to reach the premise or responding parties.

LATE TO TEST

  •  Our Monitoring station will call the premise twice and let the phone ring six times. A message is left on the second attempt is an answering machine/voicemail is available.
    • They will call all numbers listed for the home owner, and a message is left if an answering machine/voicemail is available.
    • For commercial clients, only the premise will be contacted
  •  If no responding party is reached they will leave a note for the next shirt to continue trying to reach the premise for three days.
  •  If the Monitoring Station is unable to reach the client after three days, they will forward the account to our Service Department to follow-up with the client

TESTING YOUR SYSTEM

  •  Before testing your alarm, notify the Monitoring Station. The monitoring station will ask for your passcode, and will put the alarm on “disregard” until the time you specify.
  •  Arm your system.
  •  Open and close a door once your system is armed in order to arm all devices. If this is not done the system may automatically arm in “stay mode” because it knows that nobody has left after arming the system.
  •  Once the exit delay has expired, simulate re-entering the house by opening a door.
  •  Wait until the entry delay expires, and the alarm starts sounding before testing the other devices.
  •  Walk in front of motion detectors and open doors and windows with contacts on them.
  •  Wait one minute after activating the last device to disarm your system.
  •  Call the Monitoring Station to verify that they have received signals from all devices.
  •  If not all signals were received, start again but test just those devices from which signals were not received.
  •  Once finished testing, call the monitoring station to advise them that testing is completed.
  •  If you require further information, please call your local True Steel office.
video systems

CAMERAS – A Great Supplement to a Monitored Alarm

We sometimes speak with clients who are considering installing video cameras as an alternative to their monitored alarm system. We design video solutions so this is an opportunity for us, but we always make sure we point out that video systems are useful to supplement a monitored alarm’s protection.

Although they are a good deterrent, surveillance cameras record footage but typically don’t do anything with it in real-time. While you may be able to identify a person on the footage after the fact, you’re not able to stop a crime in progress.

However, by having a monitored alarm system, we notify you and the authorities quickly in the event intruders attempt to enter your home or business, increasing the odds of apprehending the offenders and reducing losses as they are less likely to stick around once the alarm goes off.

Video Systems