What is a security system?
A security system is a set of components installed to detect and prevent potentially dangerous situations. They are generally made up of detection components, a control module, a keypad, and a siren. Its effectiveness is significantly improved when the system is connected to a monitoring center. This guarantees a rapid response by the appropriate authorities and thus increases security. All of the anti-theft security systems we sell and install at Protectron are connected to our national network of virtual monitoring centers.

What is monitoring?
When a monitored security system is activated, it is connected to a monitoring center via the phone line. If a detector goes off while the system is activated, the phone line automatically sends a signal to our monitoring center. For more information on our system link options, click here.

Is the security system linked to a police station?
No. The security system is connected to Protectron’s national network of virtual monitoring centers. Our staff confirms each alarm signal and determines how to respond based on the situation (check for false alarm or call the fire department, police, or emergency medical services as required ).

What is the role of a security company and remote monitoring center?
The Security Company takes care of selling, installing, maintaining, and repairing security system components and handles customer service. The monitoring center dispatchers receive, process and follow up on the various alarm signals received.

Where is are the remote monitoring centers located?
Our monitoring centers are located in Ottawa, Vancouver, Montreal and Quebec City.. Our facilities boast state-of-the-art virtual monitoring technology and an extensive fiber optic network. In the event of an emergency or disaster affecting one of our high tech centers, another one can take over so you’re guaranteed uninterrupted protection, 24 hours a day.

What is ULC certification?
ULC stands for Underwriters'  Laboratories of Canada (www.ulc.ca). ULC certification indicates that a product or system has been evaluated and tested for compliance under the ULC Canadian standards.

Can I use a security system even if I have a pet?
Yes. Although pets can be a challenge for security systems, particularly if they have free access to protected area or weigh over 100 pounds, specially adapted motion detectors are available at an additional cost. Protectron specialists will be happy to discuss this option with you.

Is the system easy to use?
Yes. The installation technician will explain how the system works upon completing the installation. The system comes with a complete user’s manual and instruction guide along with the handy “Welcome to Protectron” kit. In addition, you can always call Protectron’s Customer Service Department any time.

When and how do How often should I check my security system?

Check your system regularly to avoid being caught off guard in an emergency situation. Test your system once a month to be sure your communications link is operational.

Your security system is connected to a monitoring center. Every time your system goes off, it sends a signal to the center. To avoid unnecessary dispatched, first call the center and identify yourself with your password or PIN (personal identification number) and tell the operator how long you’ll be testing your system or ask for assistance.

What do I do when I contact the monitoring center operator?

1. Give the main phone number of the protected property

2. Identify yourself using your password or PIN

3. Give your name.

4. Describe the reason for your call or the cause of the alarm.

What is the role of the people listed on my call list?

When your security system is triggered, an operator dials the number of the protected site. If no one answers or if the person who does answer cannot identify him or herself using a password or PIN, the operator will call the police (depending on your preset instructions)

The operator will try to contact a person on your call list.

Remember to notify your contact people if you plan to be gone for an extended period. When one of the people listed on your call list arrives at the site after an alarm goes off while you’re gone, they must first check the outside of the premise before entering the protected site. It is strongly recommended to wait until the police arrive before entering the premises.

For an effective response, contact people should live near the protected location, have keys to the site, an access code to arm and disarm the alarm system, and a password or PIN to identify themselves.

Your Protectron residential security representative can meet these people to explain their responsibilities and show them how to arm and disarm the security system. We recommend that you review your call list every year.

How do I update my file and emergency call list?
Simply call the Protectron monitoring center, identify yourself with your password or PIN, and indicate the changes you wish to make.

Why doesn’t my phone work when my alarm goes off?
When you arm or disarm your security system, the phone line may be busy for 20 to 50 seconds (depending on the type of system). The system transmits a signal to our monitoring center indicating its status.

Will my alarm system function in the event of a power outage?
Yes. In the event of a power outage, the backup battery will take over for a number of hours. If the battery is low, the system will alert the monitoring center, who will then notify you of the low battery signal.

What do I do if I set off my security system and cause a false alarm?
The siren will sound. If you accidentally set off the alarm, stay calm. Enter your code on the keypad, making sure you carefully press each button to deactivate the alarm. Wait approximately one minute and then call the Protectron monitoring center to notify us (or, call on your cell phone if you have one). If not, an operator will initiate your dispatch procedures.

Can my warranty be extended?
Yes. For only a few extra dollars a month, Protectron offers an extended warranty that covers all repair or replacement fees for your security devices (parts and labor).

Is the information in my file up to date?

It is very important to notify us of any changes that could affect the operation of your security system. For your security, you should immediately notify Protectron if you:

• Change your home or work phone number
• Make changes to your emergency contact list
• Add a new user (babysitter, housekeeper, roommate, etc)
• Get a pet (which could require the addition of a special motion detector for pets

You must also inform us of any renovations that could interfere with the operation of your security system. If your telephone service provider needs to work on your phone line, please test your security system after their technician leaves. Please call the monitoring center to let them know you're testing.

To notify us of a change in your file, call 1-800-653-9111.

How do I avoid paying a fee for having the police respond to a false alarm?

Many municipalities now charge fees when police are dispatched to respond to false alarms. By-laws vary from one municipality to another.

• Check with your municipality to find out about current by-laws.
• Be sure that all system users have a good understanding of how to operate the system.
• Avoid leaving objects in the home that could move or blow about and set off an alarm (balloon etc.).
• Pets can be given free reign of the house as long as proper motion detectors are in place To avoid high dispatch fees,

Protectron offers a Guard Response Service (available in most regions). When an alarm is triggered, Protectron will dispatch a uniformed guard to the premise to assess the situation and take the necessary measures.

 

What telephony services are compatible with my security system?

Your security system uses your phone line to transmit alarms to the monitoring centre.

A special type of installation allows the security system to use the phone line even if you are using it for a call or sending a fax. In other words, your security system only uses your phone in priority cases.

A quality phone service will allow your security system to transmit alarms to the monitoring centre at any time. In the event of a power outage, the phone service must remain operational for four hours or more, just like your security system which is equipped with a back-up battery. (The vast majority of power outages last less than four hours.)

To ensure optimal operations for your security system, Reliance Protectron recommends that you use suppliers for whom transmission tests have been conducted and whose installation standards have been validated. These suppliers are:

• Vidéotron
• Cogeco
• Shaw Cable
• Bell Canada

Other suppliers of basic phone service (British Columbia Telephone Co, AGT, Saskatchewan Telecommunications, Manitoba Telephone System, New Brunswick Telephone Co, The Island Telephone Co, Maritime Telegraph and Telephone Co, Newfoundland Telephone Co, Telus and others)

If your use these suppliers, Reliance Protectron will not have to carry out post-installation verification at your home.

In the case of cable telephony offered by a supplier that does not appear in the list above, we strongly recommend that you call Reliance Protectron to have us verify the installation to ensure compatibility between the phone service and your security system.

Note: Reliance Protectron recommends the use of high-performance communications technologies; however, we cannot guarantee perfect operations since no technology is considered completely invulnerable or infallible. Consequently, Reliance Protectron cannot accept any responsibility regarding the choice of telephony service made by our customers.

 

Is Voice over IP (VoIP) compatible?

Voice over IP ? that is, Internet-based phone service ? differs from cable telephony and traditional phone service. Often, it does not give priority to security systems. Generally, it is not equipped with a back-up system in case of a power outage. In addition, it is not always compatible with the communications “language” used by security systems. We don’t recommend using VoIP with a security system since it does not possess the reliability needed to complement your security system.

If you have questions, do not hesitate to contact Customer Service at 1-800-653-9111. We will be happy to answer any question you may have.

 

How can I enhance my security system?

Whatever the supplier or technology, no phone service is completely infallible. To protect your system from phone-service malfunctions or breaches in a phone-network wire, we offer the SkyGARD™ service, which uses the latest wireless technology. This attractively priced service is offered in two versions – high security and very high security – to answer our customers’ needs. This service requires the purchase and installation of a communication module and is available only in areas served by a wireless network using GSM or CDMA technology.

Find out more by calling Customer Service at 1-800-653-9111.

 

I don’t have a land line at home any more. Can I still keep my security system?

The widespread use of mobile or wireless telephony has resulted in a major change, with many consumers deciding not to subscribe to traditional phone service and to use only mobile technology. To serve you better, Reliance Protectron has designed its SkyGARD™ family of services to enable customers to enjoy complete security without having to rely on a land line. When you subscribe to this very affordable service, you can choose the phone service you wish, and your security system will operate normally and efficiently. This service requires the purchase and installation of a communication module and is available only in areas served by a wireless network using GSM or CDMA technology.

Find out more by calling Customer Service at 1-800-653-9111.

 Can my system send alarms over the Internet?

Yes, that’s a possibility. However, transmission over Internet requires a special type of installation to ensure appropriate security.

For our commercial customers, this transmission is sometimes carried over a private network using our NetGARD™ range of services. These services allow us to respond to our customers’ specific needs, namely, to make use of Internet access. We will soon offer similar services to our residential customers.

Find out more by calling Customer Service at 1-800-653-9111.