Monitoring | Frequently Asked Questions (FAQ)

What does 24/7 monitoring mean?

It means that alarm monitoring is quick and detailed because of the communication between our installed equipment in your home and our 5 Diamond ULC Certified Central Station. Our alarm systems send an emergency event signal to our ULC central station, where the appropriate authorities are notified and sent to your home. For example, a smoke detector alert will cause the alarm monitoring service to contact the fire department, while the signal from a medical alert pendant will be routed to ambulance or paramedic services. Doors and Window or a motion sensor would alert the Calgary City Police with critical information sent by your security system to the United Alarm monitoring center, including account identification (to access your address and contact information) and the type of sensor that has been triggered.

What is an alarm monitoring center?

An alarm monitoring center or central monitoring station (also known as "CMS") is a company that provides services to monitor burglar, fire and residential alarm systems. The Central Monitoring Station may also provide watchman and supervisory services.

Central monitoring Stations

Central monitoring stations use special telephone and mobile lines, radio channels, computers, software and trained staff to monitor their customers' security systems and call the appropriate authorities in the event an alarm signal is received. Typically, there is a fee for services rendered. Because quality and experience can vary greatly among alarm companies, prospective customers are well advised to do their own research before making a final choice. Not all alarm companies monitor the systems they install and may outsource these services to another company.

What is 5-Diamond, ULC and ISO-Certified monitoring?

Five Diamond designation is granted annually to monitoring centers that satisfy all of the requirements of the five points of excellence:

Commitment to random inspections and quality criteria standards by a nationally recognized testing laboratory such as FM Approvals, Intertek/ETL and UL.
Commitment to the highest levels of customer service.
Commitment to ongoing job-related education and testing by having 100% of its central station operators certified using the TMA online training series.
Commitment to raising the industry standards through TMA membership and participation in its activities.
Commitment to reducing false dispatches.

ULC-Certificated alarm systems;

are required to be maintained under the care and inspection service of the issuing alarm service company. A ULC Certificate indicates that the installation is inspected, tested and maintained by the listed alarm service company. While it is important that installing companies be listed, it is even more important to request that an individual system be certificated and subject to ULC’s annual inspection process to ensure code compliance.

ULC certificate listings;

include only those alarm systems covered by an active, unexpired certificate. An alarm service company that has been listed by ULC under the service is not obligated to issue certificates on all of its systems. Only systems covered by a certificate can be inspected by ULC in accordance with program requirements.

ISO 9001 Certified;

means an organization has met the requirements in ISO 9001. It defines an ISO 9000 Quality Management System (QMS). ISO 9001:2008 is focused on meeting customer expectations and delivering customer satisfaction so you must pay attention to the customer.

ISO 9001;

sets out the criteria for a quality management system and is the only standard that can be used by the organization that has completed the formal ISO 9001 certification and is called ISO 9001 compliance. The compliance option may meet your customers' expectations for the implementation of a formal quality management system (QMS) based on the ISO standards

What is cellular monitoring?

Rogers Cellular alarm monitoring service is the new standard in home security monitoring. Operating on a Rogers dedicated cellular channel, the system sends a wireless signal via a secure, encrypted transmission to United Alarm's Monitoring Center in case of emergency.

What is a cellular communicator?

United alarm has various cellular communicators. It allows communication between your security system and our monitoring center through the cell phone towers. A cellular communicator offers secured communication in the event of emergency.

Do you need a phone line for home security system?

When it comes to monitored home security systems, you have a couple choices. One option is to buy a security system without a landline, or a landline security system. Typically, a security system without a landline uses cellular technology to communicate with United Alarm's monitoring center.

How does a house alarm work?

Open spaces inside of homes can be secured with motion sensors. The control panel is the computer that arms and disarms the security system, communicates with each installed component, sounds the alarm when a security zone is breached, and communicates with our alarm monitoring center.

What is home security?

Home security... Security hardware includes doors, locks, alarm systems, lighting, motion detectors, security camera systems, etc. that are installed on a property. Personal security involves practices such as ensuring doors are locked, alarms are activated, windows are closed, extra keys are not hidden outside, etc.

What is a door alarm?

A door alarm is a small electronic device that is programmed to detect when the door to which it is attached has been opened. When that door is opened, an alarm is triggered. There are a number of types of door alarms available, all of which are fairly inexpensive and can be installed without much effort.

How does an alarm door sensor work?

Door sensors use electrical circuits to work. ... However, when the door is open, the magnets are apart, breaking the circuit. When the electrical circuit is broken, this activates the home security system alarm. The sensor will send a signal back to the central control panel that the entry point has been opened.

What is the process of arming my alarm system?

Make sure all doors and windows are closed... Once this is done, the ready light on the keypad will turn green...
Stay Mode. Press the STAY key to arm the perimeter sensors only...
Away Mode. Press the AWAY key to arm all devices including motion detectors...
Disarming Your System. Enter your security code...
Alarm Sounding - Cancel Alarm. Enter your security code...

How does a motion detector light work?

Motion detectors are small electronic eyes that detect infrared waves—heat waves that radiate from moving objects. When the detector senses an object moving across its field of view—especially warmer objects such as people, animals and cars—it electronically turns on the led. This in turn will trip the alarm. For monitored alarm systems, this will send the signal to the central station as well.

Can you take over an existing alarm?

Absolutely! In the event that you wish to switch to United Alarm, we will send one of our expert security specialists to your Calgary premises to install a security system that best suits your unique needs. As a new client of United Alarm, you can take advantage of one of fantastic, current deals.To determine the security solution that will work best for your home or business, please contact our Service Centre at 403-261-8838.

What does the keypad memory light signify?

If you return to your premises and discover the keypad memory light is on, this means an alarm has been triggered in your absence. In this case, your security system will also show a memory which will tell you which part of the home an alarm was triggered in. If you see a memory indication on your security system screen, check your answering machine or voice mail to see if the Security Monitoring Centre has left messages. In the case that no messages have been recorded or you do not have an answering machine or voice mail, please telephone the Security Monitoring Centre to confirm whether they are aware of anything. After the reason for the memory has been determined, you will need to clear your alarm system's memory. If you fail to do this, you will be unable to rearm and activate your alarm system.

What is the difference between the Keypad Access Code and Verbal Access Code?

There is a difference between the two terms.

The keypad access code is used to arm and disarm your security system, and provides the verification needed so that the system knows you are authorized to set your system. This code is required for you to enter in the event that you need to stop your alarm. Be sure to keep this code to yourself and others authorized to use your security system. The verbal access code is the code you must provide over the telephone to operators in our Service Centre. By providing the operator with this code, you are verifying your identity and can obtain and make changes to your account. Other parties authorized by you can also access your account details, if they have been assigned a verbal access code.

Our basic alarm systems have 33 alarm codes used to arm and disarm the system.

Each also has 2 duress codes. Everybody authorized by you within your family and office can have their own codes. If you accidentally set off your alarm, simply enter your keypad access code to turn the siren off. By pressing the right code, this will send a signal to the Monitoring Centre, notifying them that an authorized person has turned off the system. The Monitoring Centre in your area will then telephone you and ask for your verbal access code. If you provide the correct codes, then the police and security officer will not be dispatched. The duress code is only used if somebody follows you or a family member into your secure area. When you enter the duress code into the system, this will set a 911 code to the police, with a priority 1 code. This ensures a fast response because somebody is in danger.

How does fire protection work?

When you enlist United Alarm for your fire protection needs, a trained technician will install a number of smoke alarms in key areas throughout your residential or commercial premises. These devices are extremely sensitive to smoke, and will detect smoke virtually as soon as it is created. The device will signal our Security Monitoring Centre and we will then notify you and the fire department. Smoke detectors and your burglar siren will also sound, which will wake even the deepest sleeper, to ensure you and your family escape any danger safely. Such devices are ideal if you are away from your children who are at home alone, and by installing such a fire security system, your insurance premium will be reduced.Fire protection also works best if you and your family/staff practise evacuation procedures. It is also important that you check your smoke detector at least once each month, and ensure that the device is clean and free of dust. A vacuum clean twice per year is ideal.

What do I do when I get a low battery signal?

Most alarm systems use batteries to provide power or back up in case of electrical or power failure in your area. Our alarm systems are programmed that if your back up battery goes low, a signal will be sent to the Monitoring Centre and a yellow light on your keypad will notify you of a low battery. When you receive notification that your battery is low, you will need to check the device to determine if you can change the battery yourself or if you require a technician to come to the premises. Some devices will run on AA or 9-volt batteries, whereas lithium batteries may be used to power newer devices. After changing the batteries, make sure you test your system.

How does Monitoring work?

Enlist any of United Alarm's monitoring services and you will have an electronic security system installed at your premises. In the event that a possible burglary, fire or carbon monoxide problem occurs at your premises, your security system will send a signal to our Monitoring Centre.

The Monitoring Centre will then:

attempt to telephone the Calgary premises to confirm the situation;
contact yourself or any other authorized person to inform them of the situation;
dispatch a security officer to the Calgary premises to investigate; or
dispatch the police, fire department or ambulance to the Calgary premises.

Unlike many other security companies, our signals are sent to local Monitoring Centres and not across provincial or international borders. In other words, help is close by.

Our Monitoring Centre is ULC Certified. This certification means that Calgary-based United Alarm's security products and services, security alarm equipment, method of installation, office procedures, installers and monitoring centres are certified by Under Writers Laboratories. Each year our security product and service offerings are tested by Under Writers Laboratories, and they meet and exceed the standards for high level security, installation and procedures. In other words, the certification means everything United Alarm offers to clients is of the highest quality standard, ensuring your ultimate peace of mind.

What are the products you use to secure my home or business?

Our residential and commercial security services are categorized into two categories: Burglary Alarm products and Environmental Monitoring products.

Burglary Alarm products include:

Keypads: the control centre of your security system. Use this device to access information on security alarms triggered.
Motion Detectors: electronic devices that detect movement. Pet friendly devices available.
Door and Window Contacts: protects doors and windows from being forced open.
Glass Break Sensors: detect breaking glass caused by an intruder.
Panic Buttons: these devices can be mounted anywhere and allow you to request police, fire or ambulance assistance at the push of a button.
Lawn and Window Decals: warning signs that state your premises is protected by United Alarm.
Electronic Window Bars: protect vulnerable windows from forced entry.
Lockbox: a secure box to hide your spare keys. Box mounts to the outside of your home and can only be opened with a 3-digit code.
Security Screens: these screens allow you to safely keep windows open and have sensors embedded in them to detect intruders.

Environmental Monitoring products include:

Heat Detector: this device detects sudden temperature increases and alerts the Monitoring Centre.
Low Temperature Sensor: this device detects temperature drops below a certain level and alerts the Monitoring Centre.
Carbon Monoxide Detectors: this powerful device detects carbon monoxide in the air and alerts the Monitoring Centre.
Sump Pump High Water Detectors: this device monitors water levels in your basement and alerts the Monitoring Centre if water rises.
Flood Detection: these devices detect the slightest rise in water level and notify the Monitoring Centre.

What should I do if I go on holidays?

You do not need to notify United Alarm when you go on holidays, provided you adhere to the following:

Make sure your keyholder and contact list is up to date; and
Arm your security system.

Enjoy your holiday, knowing that your security system was installed and is monitored by one of Canada's top security companies.

How do you respond to a security alarm?

We respond to a security alarm as per the following:

Your security system sends an alarm signal to the Monitoring Centre;
An experienced team member at the Monitoring Centre receives the signal;
The operator at the Monitoring Centre has access to a computer system indicating exactly where the alarm was triggered, and the staff member follows the response instructions as per your client file;
The operator will contact you to confirm the situation and deal with the issue according to your client file. The necessary response service (a security officer or emergency services) may also be dispatched if the operator deems it to be necessary.

How do I avoid false alarms?

There are a number of simple steps to adhere to in order to avoid false alarms:

Be vigilant in securing your premises and locking up;
Ensure your security system has a pet detector, so pet movements aren't seen as possible intruder threats; and
Ensure that everybody with access to your property when the security system is armed is familiar with how to use the system.

Frequently Asked Questions (FAQ)