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COMMERCIAL RESPONSE PLANS

 

This is our standard Response Plan for all commercial security alarm activations. If you wish to set your own Response Plan click the button below to fill out the Individual Response Plan form.

If you’re going away over the Christmas break you may want us to temporarily change the way we respond to any activation. You can do this by filling out an Temporary Response Plan form and letting us know what time period you want the temporary changes to be for.

You can also check out T&Cs, especially if you were previously a Main Security or Safegard customer, as they may be different to what you’ve had before.

Standard Response Plan:

 

Fire

Standard Plan:

  • We will call main contact phone number
  • If no answer, we will attempt to call the 2nd contact only – if no answer we will leave a message
  • We will dispatch Fire Services if the activation is at fire panel or fire activation
  • For other fire activations – we will dispatch a guard (e.g. smoke)
  • We will send Text advising of Fire Alert, our attempt to contact someone and that Fire Services have now been dispatched

 

Burglary Activations

Standard Plan with No Unset (alarm isn’t turned off):

  • We will call main contact phone number – if there is no answer we will leave a message
  • We will call all nominated contact numbers and will leave a message where able
  • If the site is still not unset – we will dispatch a guard
  • We will send a Text advising of the burglary alert and that we have been unable to contact anyone, so have now sent a guard

 

Standard Plan with Unset (alarm is turned off):

  • We will call main phone number – if there is no answer we will leave a message
  • We will call all nominated contact numbers and will leave a message where able
  • If no answer, we will place the activation on hold for 5 minutes
  • We will then try main contact phone number again
  • As we have not been able to confirm if the activation is valid or not, we will dispatch a guard
  • We will send a Text advising of the burglary alert and that we have been unable to contact anyone, so have now sent a guard

 

Sensor Tampers 

Standard Plan for Single Sensor Activation:

  • If we receive a single sensor tamper activation, we will phone the premise and leave a message
  • We will attempt to reach all contacts and leave a message if no answer
  • If we do not receive a response we will send a Text
  • The activation will be placed on hold for 15 minutes
  • We will make further attempts to reach the contacts again and if no response we will dispatch a guard

 

Standard Plan for Multiple Sensor Activations:

  • If we receive sensor tamper activations in multiple zones, we will phone the premise and leave a message
  • We will phone all contacts and leave a message
  • We will send a Text to all contacts advising of activation and that we will be dispatching a guard if we receive no contact within the next 5 minutes
  • The activation will be placed on hold for 5 minutes
  • We will further attempt to reach contacts again and if we receive no response we will dispatch a guard

 

Unscheduled Opening

Standard Plan:

  • We will call the premise phone number – if no answer we will leave a message
  • We will check again 2 hours later and place the activation on hold
  • If the site is still not set, we will attempt to phone contacts and advise of the unset, leaving a message where able
  • If still unable to contact someone, we will send a Text to the contacts advising the site is open
  • We will then set on hold for 2 hours, if alarm is still not set we will dispatch a guard

 

Late to Close

Standard Plan:

  • We will phone the premise to check if anyone is still on site
  • If no answer, we will attempt to notify the nominated contacts/keyholder of the fail to set the alarm
  • We will leave a message where available
  • If we are unable to contact someone, we will place the activation on hold for 15 minutes and will then attempt to ring the contacts again
  • If still unable to contact anyone, we will send a Text to all contacts, advising the site is still unset
  • Activation will be placed on hold for 5 minutes while we wait for a reply
  • If after 15 minutes we still don’t hear from anyone  – we will dispatch a guard to either set the alarm (if keys are held) and/or check the site is secure

 

AC Fail

Standard Plan Major Outage:

  • If there are several assets that have reported a power failure all in the same area, we will check the relevant companies’ outage page for an ETOR (Estimated Time of Restoration)
  • We will then place on hold until the supplied ETOR, waiting for a restore
  • We will attempt to reach contacts, leaving messages where able

 

Standard Plan No Major Outage:

  • We will attempt to phone contacts until we reach someone, leaving a message where able
  • If unable to contact someone we will place on hold for 1 hour and then try contacts again
  • If no contact after the second attempt, we will place on hold for a later time of the day (e.g. 5pm) and try again
  • If no response and the site is high risk or the outage poses a risk then a guard will be dispatched

 

Panic/Duress

Standard Plan:

  • We will phone contacts
  • If we are unable to contact anyone – we will dispatch emergency services
  • Regardless of whether there is an unset on the alarm, if we cannot contact someone, we will dispatch emergency services