Q1: What was that message from the monitoring station?
The monitoring station will identify as Alarmtech when they call you with alarm messages. You may be required to give Alarm Account Identification when requesting information about your alarm. If you did not fully understand the message or need additional information, simply call the monitoring station using the call number on your wallet-size passcard and request clarification. If you have questions about the procedures followed, please request information from the monitoring station or from the Alarmtech office.
Note - if you have more than one path for signals i.e. telephone and Internet or GSM then the message may be to advise that one path is not available - commonly this is the Internet / Ethernet path. Solution: add backup power or strengthened services to avoid this message.
Q2: Why can’t I arm my alarm?
Your keypad will show information regarding any tampers, alarm history or troubles on the system. Simply try to disarm twice in a row before anything else. You may need to use your Owner’s Manual to decipher the Keypad information. If you cannot locate your User Manual, try searching on the Internet using the information on your main alarm control panel box as a guide. Or call into the office with an email address and we will send you an electronic copy.
Q3: My battery needs changing?
All systems have a backup battery which will require replacing every 3 years or so. When the monitoring station advises you that your system battery is low, you should make plans to replace it at your earliest possibility. The battery runs the system when the electrical power is out, powers the siren and provides needed stability to devices – preventing false alarms. These batteries can be purchased in our office M-Friday or you can schedule a technician to change it for you for an additional charge. Batteries are not covered under any of our warranty plans. Always call the station to let them know you are doing maintenance.
Many systems have additional batteries to power wireless devices, keyfobs etc. As soon as a device reports a low battery to the station, or it shows on your keypad display, you should make plans to replace the battery. Again, alarm owners can open the device themselves and replace the batteries as required, or schedule Alarmtech to do this for them at an additional cost. Wireless device batteries can be purchased at any store carrying a good inventory of batteries. Again, call the station to advise them of your actions to avoid dispatches due to tamper signals.
Q4: What to do before Renovations/Home Improvements?
Simple painting or cleaning tasks should not impact the alarm functioning – avoid alarm devices or schedule Alarmtech to remove and replace them as necessary. Renovations, additions and upgrades such as window and door replacement can impact the alarm. Consult with your renovator about whether they can work with the devices or schedule Alarmtech to assist as necessary. NOTE that smoke detectors can be compromised by fumes, dust and heat from various projects. Covering the detector temporarily may avoid complications but these types of projects may result in false alarms and the need to replace dirty detectors. NOTE that life safety devices operate 24/7 whether the alarm is armed or not, and cannot be bypassed. You may need to power the whole system down during dirty or hot work to avoid problems.
Q5: Should I schedule regular maintenance?
Like any integrated system or equipment you rely on, alarms benefit from regularly scheduled maintenance and knowledgeable operation. Read your owners’ manual and book inspections at a schedule that makes sense to you. When batteries go low or devices are damaged/compromised the results can be frustrating, time consuming and expensive. Be proactive and avoid these scenarios.
Q6: What if I need Emergency Service?
Alarmtech is a sales and service office with regular business hours. Emergency Service is available evenings/ weekends/holidays at extra charge with no exceptions. Many alarm owners find that completely powering down their system (A/C power source and backup battery disconnection) allows them to wait until regular business hours to schedule service. We are available by phone to assist you in this way.
Q7: Holidays/Keyholder changes?
Alarmtech recommends that you keep your Keyholder list up to date and advise us when you are going to be away from home. We manage your data and provide updates to our monitoring station on your behalf. Simply call our office any weekday to review or provide information. Be ready to give us your alarm system identification numbers when you call in. This allows us to share alarm system information with you easily.
Be sure to leave your phone service in place while you are on your vacation. If you also have internet monitoring, this should be left active as well.
Q8: Suspending or Cancelling monitoring services?
Your contract can be cancelled with Alarmtech according to the terms provided within. Consult your contract copy for complete details or call in and we will refer to our copy. Remember that your insurance company must be apprised of any change in protection. Cancellations must ALWAYS be in writing. Alarmtech allows for maximum of six months’ suspension during renovations etc. The six months will be added on to the end of your contract but the billing can be suspended when the service is not being provided. The start and end date of suspension must be submitted in writing to our office. Call to request a form for cancelling or suspending service after referring to your contract terms.
Q9: Can I change my phone service provider?
It is your responsibility to provide the path for your alarm signals as arranged on your contract. For most accounts installed prior to 2010, this is phone service. Most VoIP or cellular service will not support the alarm signals reliably. Simply call in to check with us about what kind of service your alarm panel requires. The Vista 21 IP panel (introduced in 2010) is compatible with all types of phone and internet service, but this type of support needs to be set up properly. Before making any changes call our office to confirm your setup.
