Customer Resources Guide
Central Monitoring Station Response
Solucient’s Central Monitoring Station is available 24/7, 365 days a year--see below for coverage
For additional questions, please contact us at 800-589-2600 or via email at cs@solucientsecurity.com
Intrusion/Burgler Alarms
Fire/Sprinkler Alarms
What Else You Should Know
Intrusion/Burgler Alarms
Commercial
Police are dispatched when a signal is received without a valid attempt to arm or disarm the system.
Residential
The Central Monitoring Station will attempt to call the location and verify the alarm signal before notifying authorities. If they cannot verify the caller via verbal Passcode or do not reach someone, police will be dispatched.
Verified Alarms
Our trained and experienced agents can confirm an alarm visually and by audio to determine if there is a potential threat. They will dispatch police and attempt to notify a key holder from the call list.
Panic Alarms
These alarms require immediate dispatch, and key holders are not notified due to the nature of the alarm.
Fire/Sprinkler Alarms
Commercial
Commercial Fire Alarms require immediate dispatch, and alarm monitoring operators will notify the key holders afterward.
Residential
The Central Monitoring Station will call the telephone number provided. If the person answering the call provides the correct Passcode to verify that no emergency exists, no further action will be taken. If there is no answer, a busy signal, no Passcode, or an incorrect Passcode, the fire department will be dispatched.
Supervisory Signals
The Central Monitoring Station will call the telephone number provided to notify of the trouble condition to minimize disruptions in service.
Intrusion/Burgler Alarms
Passcode/PIN
A word or number that lets us know that a person is designated as a responsible party to cancel an alarm dispatch, obtain, or change account information or procedure, or place an alarm system into test mode. Please ensure that the people you designate know their Passcode/PIN and that they may receive a phone call about the alarm.
Responsible Party
The parties you provide to the Central Monitoring Station for notification purposes after the authorities are contacted. Please ensure that the people you designate know their Passcode and provide them with instructions on what they should do if the Central Monitoring Station reaches them.
Verified Alarms
Our trained and experienced agents can confirm an alarm visually and by audio to determine if there is a potential threat. They will dispatch police and attempt to notify a key holder from the call list.
Panic Alarms
These alarms require immediate dispatch, and key holders are not notified due to the nature of the alarm.
Other Important Information About Your Monitoring Services
Passcode/PIN
A word or number that lets us know that a person is designated as a responsible party to cancel an alarm dispatch, obtain, or change account information or procedure, or place an alarm system into test mode. Please ensure that the people you designate know their Passcode/PIN and that they may receive a phone call about the alarm.
Responsible Party
The parties you provide to the Central Monitoring Station for notification purposes after the authorities are contacted. Please ensure that the people you designate know their Passcode and provide them with instructions on what they should do if the Central Monitoring Station reaches them.
Accidental Alarm Activation
If your security system is accidentally activated, enter the disarm code. If the disarm signal is received, this will be considered electronic verification of a canceled signal.