HELP with your system AFTER HOURS/EMERGENCY service:
Best practices involve regular testing and maintenance
of batteries and devices, preventing mid-night beeping
or unexpected issues with system function. However,
things do happen and they always seem to be an issue
after hours or on weekends! While EMERGENCY service
is available (only for currently monitored clients),
there is ALWAYS A FEE for emergency service. Warranty
and lease work is performed during business hours only.
To bypass, silence or manage problems outside of business hours:
- Bypass faulted zones and arm the rest of the system – find your bypass
instructions and follow them. You will have to do this each time you
arm the system until you can arrange service.
- Silence the keypad by acknowledging the alarm -code+off twice-in-a-row) and
don’t touch the keypad again or repeat code+OFF x 2 as needed. And arrange
for service to address the problem.
- Power down’ the system entirely to silence alerts and prevent alarms: you must
disconnect BOTH the AC power and the battery-backup power by finding the panel
circuit that supports the alarm AND by opening the main alarm box and removing the battery.
After hours phone support is available to our monitored clients only. Contact the monitoring
station and provide your system and pass numbers. You can request the on-call tech to assist.
If phone support is not sufficient, you may request a call out. Double truck roll charges and
double labour charges will apply, as on-call technicians must be paid in accordance with
overtime and emergency rates. No exceptions. As of 2018, emergency truck rolls are $160.00 and
emergency hourly labour is $180.00. Therefore, $340 will be the minimum invoice for an emergency call out.
However, time on the phone where the tech tries to help you without attending is at no charge,
but will require effort and actions on your part. Your choice.
Have a look at the document attached for bypass instructions for your alarm system.