Security
1. What is a security system?
2. Is the system easy to use?
- Yes! The installation technician will explain how the system works when installation is complete and will provide hands-on training. The system comes with a complete user manual and instruction guide.
3. What is monitoring?
- When your alarm system is triggered, our operators are professionally trained to assist you with your needs and advise accordingly. We provide exceptional ULC monitoring service 24 hours a day, 7 days a week to ensure peace of mind to our customers.
4. Is the security system linked to a police station?
- No. The security system is connected to Terken's monitoring center. Our staff will confirm each alarm signal and determine how to respond based on the situation (i.e. they will check for false alarm or call the fire department, police, or emergency medical services as required).
5. What is a ULC certification?
- ULC stands for Underwriters' Laboratories of Canada. ULC certification indicates that a product or system has been evaluated and tested for compliance under the ULC Canadian standards.
6. 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 a protected area or weigh over 80 pounds. Specially adapted motion detectors are available at an additional cost.
7. When and how often should I check my security system?
- You should check your system regularly to avoid being caught offguard 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. Whenever your system goes off, it sends a signal to the center. To avoid an unnecessary dispatch, 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.
8. What do I do when I contact the monitoring centre operator?
- Give the name, address or account number of the protected property.
- Identify yourself using your password or PIN.
- Describe the reason for your call or the cause of the alarm.
9. What happens when my alarm goes off?
- When your security system is triggered, an operator from the monitoring station calls the number for the protected site. If no one answers or if the person who answers cannot identify him or herself using a password or PIN, the operator will call the police (depending on your preset instructions). If no one is at your home, the operator will try to contact the person(s) on your call list and if no one can be contacted, they will dispatch the Police or Guard Services.
- Emergency Contact list
- Remember to notify your contact people if you plan to be gone for an extended period. When you're away, should one of the people listed on your call list arrive at the site after an alarm goes off, they must first check the outside of the premises before entering the protected site. It is strongly recommended they wait for the police to arrive before entering the premises if there is evidence of an intrusion.
- For an effective response, the people listed on your call list 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. We recommend that you review your call list every year.
10. How do I update my file and emergency call list?
- Simply contact us at Terken Security during Office hours or via email, identify yourself with your password or PIN, and indicate the changes you wish to make.
11. Why doesn't my phone work when my alarm goes off?
- Whenever 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.
12. Will my alarm system function in the event of a power outage?
- Yes. 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.
13. What do I do if I set off my security system and cause a false alarm?
- The siren will sound. If you did accidentally set off the alarm, stay calm. Enter your code on the keypad, making sure you carefully press each button to deactivate the alarm. Call the monitoring station, identify yourself, address and PIN number and indicate the problem.
- Information Update
- 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 contact us by email or phone 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. Always notify the monitoring center to let them know you're testing.
14. How do I avoid paying a fee for having the police respond to a false alarm?
- Many municipalities will charge fees if the 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 (balloons etc.).
- - Pets can be given free reign of the house as long as proper motion detectors are in place to avoid high dispatch fees.
15. What telephone 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 operation of your security system, we recommend that you use suppliers for whom transmission tests have been conducted and whose installation standards have been validated.
- Note: Terken recommends the use of high-performance communications technologies; however, we cannot guarantee perfect operation since no technology is considered completely invulnerable or infallible. Consequently, Terken cannot accept responsibility for the choice of telephone service made by our customers.
16. Is Voice over IP (VoIP) compatible?
- Voice over IP (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 do not recommend using VoIP with a security system since it does not possess the reliability needed to complement your security system.
17. How can I enhance my security system?
- Regardless of 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 alternative services, which use 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 using GSM or CDMA technology.
18. I don't have a LAN line at home any more. Can I still keep my security system?
- Yes! Using the above mentioned wireless network.
19. Can my system send alarms over the Internet?
- 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 use only mobile technology. To serve you better, we can equip you with IP-based services to enable customers to enjoy complete security without having to rely on a LAN 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 using GSM or CDMA technology.
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