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Central Station What better place to start than in the core of Central Station
A passcode is a word or series of numbers up to 12 characters in length that a subscriber uses to cancel alarms and obtain information on an account. This does not have to be the account number, and every family member or employee should have one. A Tech ID is a word or a series of numbers that a tech uses to obtain only their customers information. A Tech ID will allow them to check activity, put accounts on test, add temporary comments, but will not allow the technician to change any permanent information on the account. Technicians should never be given your dealer I.D. An account number is used to obtain any information on an account. This is given to the subscriber from the dealer when the account is put on line. Not all dealers give the customers their account numbers. Some dealers prefer giving a passcode or password. Operators are generally not allowed to give definitions on signals. When an operator is asked what a low battery signal is, they refer the customer to the dealer. (A low battery signal can mean that the main battery on the panel may be low, a wireless sensor battery may be low, or other supervised battery dependent or device using a battery as backup on the system may be low. Since the specific meaning can vary, operators can not define the signal further than the information provided by the dealer.) An AC Loss typically is received when utility power no longer is supplying power to the panel. Some panels can observe other circuits other than the one supplying it power as well and report the loss of power for those circuits. Since the specific meaning can vary, operators can not define the signal further than the information provided by the dealer. A cancel code holds actually two meanings. From the dealers point of view, a cancel code means, "the code that is punched into the panel to turn the system on/off or to silence the alarm panel after an activation. From the Central Stations point of view a cancel code can mean the same as a Valid ID, Password or Passcode. When calling back to the premises after an alarm activation, the operator will ask the subscriber for an "Alarm Cancellation Code." What happens if I don’t put an account on test when I am working on the system? If an account is not placed on test. The central station will handle all incoming alarms from that account normally. A Runway Dialer is a system that has seized the premises phone line and is sending constant signals to the monitoring station. How do Runaways affect the Central Station and Dealers? A runaway dialer can have a disastrous affect on the central station. When the customer’s alarm panel seizes the phone line and dials into our central, it will also seize the central stations receiver line. This means that only your alarm is coming through, and there are many customers that are now not being protected. There could be an actual alarm at a premises on the same receiver and the central station could not respond because the signal was never allowed to get through. When a runaway dialer is received, a call is placed to the dealer. The dealer is informed of the situation and the urgent need to correct the problem. If the problem is not taken care of, the dealer is charged .18 cents a signal if being received on the 800 line and .10 cents a signal if being received on the local line. When notifying the call lists, do operators stop when they have reached an answering Machine? If an operator reaches an answering machine, they will leave a message. Once a message is left, they will continue down the call list trying to make contact. In no other contact can be made, the signal will be logged.
Defaults are created by the data entry department to allow a dealer to set up a custom template that contains all the codes and zones for a particular panel. When a new account is sent over to us, the dealer can specify a certain template to be put in the account, this eliminates having to list out every code and zone for that account. We feel that this is a great time saving tool for the dealer and helps insure consistency with your account base. Why does Data Entry call the dealer about recently sent faxes? Data entry will call a dealer about a fax if there is missing information, illegible writing or the fax is not clear. We cannot afford to guess at vital customer information. Why do I have to send over code and zone information when the alarm panel is installed? Without code and zone information a Not On File (NOF) signal will be generated for the alarms sent in. NOF’s are low priority alarms and all other signals received by the central station would be handled first. We would also have to call the dealer on these alarms due to lack of information, thus the appropriate authorities would not be dispatched in a timely manner. In order for us to care for your customers in an efficient and correct manner please include ALL pertinent information when setting up a new account or updating an existing account.
A prorated is a charge or credit which is on your invoice for a subscriber that was either put online or deleted in the middle of a billing period. AlarmWATCH processes and mails invoices for monthly services in advance, meaning you are invoiced for all subscribers online at the beginning of every month. If you add a subscriber in the middle of a month AlarmWATCH will charge you for the number of days that subscriber was in service and you will be invoiced for that period in arrears, hence a pro-rate charge. The same is true for deleted subscribers. When a subscriber is deleted in the middle of a billing period a credit is issued for the number of days of the month the subscriber did not use the service. Why do invoices not reflect my balance? AlarmWATCH invoices reflect all subscriber charges for a specific period of time. Invoices are processed at the beginning of every month for all subscribers online as of that day, and do not reflect other charges or payments on your account. Statements are sent monthly reflecting any activity on your account, including payments, credits, or other invoiced services. Can I choose the frequency of my bill? Yes, you may choose the frequency of your bill. Invoices can be sent out monthly, quarterly, semi-annually or annually. Your billing can also be set up to coincide with your own billing of your customers. All AlarmWATCH services are invoiced in advance. Certificates must be mailed to the Accounting Department so that proper credit can be issued. Any 6 month certificate is credited at the time it is received. The 12 month certificates are credited on a month on / month off basis Why was my check applied in that manner? Any check received by the Accounting Department will be applied to the oldest open invoice unless specifically designated to a certain invoice.
Yes we are! AlarmWATCH features fully redundant equipment in our central monitoring station so there is no down time. Our facility is fully secured with back up power and protected phone lines. AlarmWATCH’s central station meets or exceeds UL certification standards for the classification of “protective signaling”, a copy of our UL certificate is available online, click AlarmWATCH UL Certificate. AlarmWATCH has a compliance agent on staff to handle all aspects of making sure we are doing business in your state to the letter of the law. It’s important for a central station representing YOUR company to call YOUR subscribers using YOUR company name. That exactly what we do! When an AlarmWATCH operator calls one of your subscribers that operator will identify them self as calling from your company. This will add depth and credibility to your company image. You can submit a faxed AlarmWATCH Dealer Agreement and active an account very quickly. AlarmWATCH must receive the actual original Agreement within 72 hours of submitting the faxed Agreement. All submitted Dealer Agreements must be approved in advance by an officer of AlarmWATCH. How do I send subscriber info? We can use your form as long as the AlarmWATCH Data Entry department approves it. Our Data Entry department can also provide you with our own form for you to fill out. Subscriber information can be submitted via fax, mail, email, or online, it’s your choice! Do we supply you with subscriber monitoring agreements? AlarmWATCH will provide subscriber monitoring agreements for your use. However, it is strongly recommended that any agreement you choose to use be reviewed by an attorney to ensure compliance of the form within the state(s) you do business. Yes we do. We receive the signal, then we call back the premise to verify the emergency with two-way communications. AlarmWATCH services are competitively priced. We offer quality services, quick response to your subscribers needs, the most advance technology, and licensed, training, experienced, and insured personnel to service both the needs your customer’s and you. AT AlarmWATCH you will get the best service for the value. MAKE US PROVE IT, TRY US FOR FREE. WHAT DO YOU HAVE TO LOSE? Do we charge for changing info. or a one time set-up fee for data entry? No, we don't! Complete data entry services are part of the monthly fee you pay for each subscriber. You may change information as many times as your heart desires. AlarmWATCH™ P.O. Box 81, Hunt Valley, MD 21030 866-500-8808 |
