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Alarm Monitoring Procedures

Avert False Alarms
False alarms waste valuable public resources and may result in a fine or penalty. Please use your system with care and call for maintenance when necessary. Always put your system “on test” before working on it or working near devices such as smoke detectors, heat detectors or panic buttons that could be tripped on accident.

Testing
Call The Alarm Center at 1 (800) 752-2490 to put your system “on-test” before testing or working on it. Have your name (or property name), account or system number and your password available to assist the operator Your system or account number is typically posted on the inside door of your main control panel. This number helps the operators identify your system. (Note this is not the same number as your billing account number shown on invoices.) It is always best to call the central station back when finished testing, rather than letting the “on-test” time out.

Test your system at least once per calendar quarter. More often if you prefer.

For testing your alarm or to get account information:
1. Call 1 (800) 752-2490
2. Give your name, account number, password and length of test time or information request.
3.Run your test.
4.Call 1 (800) 752-2490 and give your name, account number, password and “verify signals”.
5. Tell The Alarm Center operator that the test is complete and to take the system out of test.

Dispatch Procedures
Standard dispatch procedures are as follows and are subject to any special instructions you may have requested. The operator will call (in priority order) the people you have specified on your “contact list” following all dispatches. Once a live responsible person is reached, no others will be called.

Burglar alarm zones - Generally the central station will call the site first to “verify” the alarm signal. They will ask your name and password. A qualifying name and password are acceptable to abort or cancel the dispatch. An incorrect name and/or password will result in a dispatch.

Panic alarm zones - Police are dispatched immediately; the burden of calling to abort or cancel the alarm is on you. Dial 1 (800) 752-2490. Wait outside your home or office to meet the police in an obvious and non-confrontational manner. Note most police departments will not cancel a panic alarm dispatch, but let the operator know the alarm is false and to “down grade” or cancel the dispatched police department if possible. (Helpful hint: If the department charges you with a false alarm fine due to their policy to not cancel/abort we would suggest you seek to have it waived).

Fire alarm zones - For commercial and multi-family fire systems, the fire department is dispatched immediately. Then the site is called and advised of the situation. For residential systems, the home is called prior to dispatching the fire department. Note most fire departments will not cancel a dispatch, but let the operator know the alarm is false and to “down grade” or cancel the dispatched fire department if possible. (Helpful hint: If the department charges you with a false alarm fine due to their policy to not cancel/abort we would suggest you seek to have it waived).

Trouble Signals or zones - The home is called first then the “contact list” is called in priority order to advise you of the situation with your alarm system.

Canceling Alarms
To cancel a false alarm, either wait for the alarm center to call you at the site number, or take the initiative to place a call to them at 1 (800) 752-2490. Have your name (or property name), account or system number and your password available to assist the operator. Taking the initiative to call the central station is preferred due to the fact that some alarm signals, such as panic alarms, are dispatched on before the site or premise is called. Using an alternate phone line, such as cellular phone or second line, is suggested to avoid interruption of the phone call by the alarm panel seizing the main phone line to perform it’s communication functions.

Make certain you indeed have a false alarm before canceling the authorities.

To cancel an alarm signal:

1. Turn off your alarm system.
2. The Alarm Center will call you prior to dispatching on burglar and residential fire signals. Commercial/multi-family fire, panic and duress will be dispatched immediately.
3. You can call The Alarm Center at 1 (800) 752-2490 to report a false alarm.
4. Give your name, account number and password.
5. Tell The Alarm Center operator you are reporting a false alarm.
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