Dealer Frequently Asked Questions

1. Are you UL certified?
   Yes, we are a fully UL certified central station.
2. Are you 5 Diamond Certified by the Central Station Alarm Association (CSAA)?
   Yes.
3. What formats do you support?
   We support Contact ID, 4+2, ITI, 3+1, Radionics Modem, Westec, and all SIA formats using Sur-Gard System III receivers.
4. What manufacturers do you support for Internet Monitoring?
   We can receive signals over the Internet from IP communicators produced by DSC, Napco, Honeywell's Alarmnet-I, and DMP.
5. Are your dispatchers SIA and CSAA certified?
   Yes, all operators must pass SIA's classroom certification course and CSAA's On-line Operator course. Senior operators also must complete and pass CSAA's Level II Operator course.
6. May we visit your Central Station and talk to dispatchers?
   Yes, we would be happy to have you visit anytime.
7. To what degree are your dispatch procedures able to be automated to suit our specific instructions?
   We are able to provide customization regarding dispatch instructions, call list, etc.
8. Do you charge to implement special dispatch instructions?
   No, there is no extra charge for special instructions.
9. What type of monitoring software do you use?
   We use DICE automation software.
10. What efforts do you have currently in place to avoid unnecessary or false dispatches?
    We encourage our dealers to implement two-call verification, enhanced verification, and video verification as a means of reducing false dispatches.
11. Do we have access to Internet access to customer information?
    Yes, as an optional service, our dealers may have Internet access to customer account via our E-Link service.
    What information is accessible via our E-Link service?
    Dealers may add and make changes to accounts, access account history and information, put accounts on test and view incoming signals, and access 21 different reports.
    Is there a version of the E-Link service for my customers?
    Yes, we also offer a service for your customers which allows them to view their own account information on-line.
12. Are all telephone conversations recorded?
    Yes, we use an Altigen digital recording system that allows for 24/7 recording. Can we get a copy of a call? In what format?
    Yes, digital copies of calls are provided in WAV format.
    How long are recorded calls maintained?
    Our call archives are maintained for a minimum of 5 years.
13. Do you provide phone lines or are they extra?
    We provide our 800 numbers for your use; or you can point your 800 number to our local lines; or we can provide you with your own dedicated 800 number for a small fee.
14. Do you charge extra for weekly testing of account signals?
    No, there is no extra charge for weekly or monthly testing.
15. How do we get our account data to you?
    You may enter the data using our E-link service (via the Internet) or you may e-mail or fax the account information on the forms we provide.
16. Do you monitor video?
    Yes.
    If so, which formats?
    We currently monitor Mitsubishi, OzVision, and Dedicated Micros for video verification. If you have another format, contact our technical support department.
17. Do you provide an answering service?
    Yes, our operators can take messages and email, fax, page or call you or your technicians. We can also set up a voice mailbox that will electronically take messages and page you.
18. How do operators answer my line when I use the answering service?
    Our operators answer your line in your company name.
19. Do you provide billing services as an additional service?
    Yes, we can bill your customers, collect and send you a check each billing cycle. With each check you will receive a sales journal, a cash receipts journal, an aged trial balance sheet, and a full audit of your accounts.
20. What kinds of reports are included in the monthly monitoring?
    A customized report of the previous day's activity can be e-mailed or faxed to you daily. You may also receive the Late to Test report daily or weekly.