Frequently Asked Questions

FAQ’s

FAQ’s

Q. Why is a passcode required when communicating with you?
A. It is the way we identify you or others authorized to make changes to your account or cancel a false alarm. Typically, it is NOT the code for operating your system.

Q. What can be used as a passcode?
A. Clients are automatically assigned a passcode. However, it can be changed by request to any combination of letters and numbers or a word.

Q. Can the passcode be changed at any time?
A. Yes, by written request (email will suffice).

Q. Can we have multiple passcodes?
A. There can be one for each user. These should be kept confidential for accountability purposes.

Q. What is a user code?
A. A series of numbers entered on the keypad to arm or disarm your system.

Q. How many user codes will my system support?
A. This will vary depending upon the control panel you have installed. See your user manual or our help page to locate a copy of the manual.

Q. Can I change my user code or codes?
A. The code (or codes) can be changed by the master code holder. See the user manual for the correct procedure. Codes should be kept confidential by the user for accountability purposes.

Q. What is a master code?
A. It allows system operation, and has certain administrative functions, i.e. the ability to change and delete codes, set time and date on the system, etc. (see user manual).

Q. Can you change my user code/codes?
A. A large percentage of our customers have systems that allow us to communicate with the control from off-site (there is a minimal charge for this).

Q. What is Enhanced Call Verification (ECV)?
A. A procedure adopted by police departments to reduce the number of false alarm dispatches.

Q. How does ECV work?
A. When an alarm is generated, and a signal is received at the central station, we will attempt communication with the site of the alarm, and one other listed contact prior to dispatching the police.

Q. What is a responsible party?
A. Anyone who has the authority to operate your system should be a responsible party and have a passcode.

Q. How may people should we have on our call list?
A. The more there are, the more likely it is we will be able to contact a responsible party in the event of an emergency or a problem. A minimum of two contacts ensures we can comply with the Enhanced Call Verification program. All contact list changes must be submitted in writing.

Q. What does the yellow LED indicator mean on our keypad?
A. When it is illuminated, that is an indication of a problem with your system. Check your user manual or locate it on our help page to identify the problem(s).

Q. Can areas/zones of our system be bypassed?
A. In many cases there is a procedure for doing this, though not all zones can be bypassed. The ability to bypass a zone is determined by the zone definition assigned at the time of installation. Check your user manual.

Q. How can a false alarm activation be cancelled?
A. False alarms can be a serious problem. To cancel one, call the central station and identify yourself and your facility. A passcode will be required.

Q. Do we need a permit for our alarm system?
A. Most jurisdictions now require one, whether or not the system is monitored. See our help page to determine requirements for your area.

Q. How do we procure a user manual?
A. Several manuals are listed on our help page. They are listed by model under the manufacturer’s name. The general operation for various models may be similar, but there are minor differences from version to version of the same model. Be sure to select the correct version for your system. If you do not see your system manual on the site, send us an email with your make, model and version, and we will do our best to get you one.

Q. Does our system qualify us for an insurance discount?
A. Many insurers will provide a discount. Check with your insurance agent to see if you qualify. Some businesses are unable to obtain insurance coverage without a system.

Q. How do we get an insurance certificate?
A. Contact our office by email or call us at 602-230-1252. We will provide you with an outline for the insurance company that describes your system components and coverage provided.

Q. Why are we limited as to the amount of time our system or portions of it can be out of service?
A. This is done to limit your exposure. Your system can be put on an extended “no action” notice when written authorization is provided (by you). A 12-hour limit is available through a phone call. This should be adequate for most testing and maintenance situations.

Q. I am considering cancelling my home phone or installing a VOIP phone system in my business. What impact would this have on our alarm system?
A. If your system utilizes “POTS” (plain old telephone lines) as the sole means of communication, you will need to consider the installation of a GSM or Internet communicator for monitoring. If you currently use GSM or Internet communication as a secondary communication path, we will need to update your account to make this your primary communication method. See our Monitoring page for details.

Q. My Keypad audio signal is sounding and there is a yellow LED lite on the keypad.
I have not received a call from the central station. What is the problem?
A. Most likely you are experiencing an outage on your phone system. Most of our systems monitor phone line voltage, and in the event there is an absence of voltage your system will indicate a problem. If the phone line is your only means of communication with the central station, communication signals will be unable to reach us.

Q. What happens to my system when we loose power provided by the utility company?
A. Our systems are equipped for up to 24 hours of battery power. In the event primary power is lost, the system will automatically switch to battery power. Should the primary power remain off for more than one hour, a signal will transmit to the central station informing us that your power has been off and our operator will start the notification process.

Q. How do I know if my battery is OK?
A. Battery status is monitored by most systems. In the event your battery is unable to maintain a charge to an acceptable level, a low- or bad-battery signal is transmitted to the central station. An operator will contact you, and it will indicate the condition on your keypad (most models).

Q. How long should my battery last?
A. Most battery suppliers have a suggested life expectancy of one to three years. This could vary significantly depending upon the control panel location and the demands of the system. Extreme temperatures (hot or cold) will impact battery life. An operator will contact you, and the condition will be displayed on your keypad (most models).

Q. What does it mean to have a partitioned system?
A. This is one that utilizes a single control panel and multiple keypads to control various areas of the building. In a residence, you may have the main house as the primary partition and a guesthouse or shop as the secondary partition. While they are connected to the same control, they operate as independent systems regarding their being armed or not.

Q. Why does my fire alarm require two phone lines for monitoring?
A. The National Fire Code requires two paths of communication for a commercial fire alarm system. They need not both be phone lines. There could be a phone line plus GSM or Internet transmitter. No matter the means of communication, they are supervised by one another to ensure there is always a path for the signals to reach the central station. In the event one path fails, the remaining path will send a signal to the central station indicating a failure. The central station operator will be contacting the location or call list to inform you should this occur.

Q. My fire alarm has a trouble light/LED on, and the system is sounding at the control panel and annunciator. What should I do?
A. Fire alarm systems are fully supervised for any type of trouble or fault condition. To stop the audio signal there is typically a trouble silence switch or acknowledgment button that can be activated. Once the audio signal has been stopped you should identify the source of the trouble condition. Many systems will provide you with an idea of what to look for, so be sure to look at the panel controls for additional information. It could be anything from an interruption of primary power, or low batteries to a broken fire alarm circuit wire. Contact your service provider for help.

Q. How often should I have my fire alarm system tested?
A. NFPA-72 requires a fire alarm test and inspection upon completion of the initial installation and, depending upon the system components, either an annual or semi-annual inspection thereafter. Any additions, deletions or modifications also require testing to ensure proper operation.

Q. What is the typical configuration for residential monitoring?
A. The industry refers to typical residential monitoring as non-supervised. We do not know when your system is armed or disarmed, just when an alarm occurs. Select Security does program all residential systems to provide a periodic test signal to ensure a path for communication and we do supervise trouble conditions such as low battery and loss of primary power.

Q. Our access control software is indicating a “licensing error” when I try to log on to the computer. Is something wrong with our system?
A. This normally indicates the user passcode for the machine where the access control software resides has been changed. Contact our office to schedule a service appointment.

Q. What is a time zone as it relates to my access control system?
A. A time zone is a schedule of when something will happen; such as doors locking or unlocking at a pre-determined time of the day, or the alarm system being disarmed.

Q. What is an access level?
A. An access level will determine the when and where an event is allowed to occur. For example, when a card can be used to enter, and where, for instance, an individual may not have access to your warehouse while still having access to a office.

Q. What is a site code and why do we need to know this information?
A. Not all systems require a site code. Those that do, also require a card sequence start number. A site code is a unique two or three digit code assigned to your system at the time of installation by the software supplier. This insures that a random card presentation will not allow entry should it be presented to a reader. This information can be located on your current card supply box. Systems that do not use site codes use alpha-numeric card coding to avoid card duplication or access by a random card presentation. Alpha-numeric coding offers a larger number of possible card codes.

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