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RESIDENTIAL RESPONSE PLANS

 

This is our standard Response Plan for all residential 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 than what you’ve had before.

Residential 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 – leaving a message
  • If no answer, we will ring emergency services
  • We will send a 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 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 Single Sensor Activations:

  • 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 a further attempt to reach the contacts again and if no response we will dispatch a guard

 

Standard Plan Multiple Sensor Activations:

  • If we receive a sensor tamper in multiple zones, we will phone the premise and leave a message
  • We will phone all contacts and leave a message if no answer
  • We will send a Text to all contacts advising of activation and that we will dispatch 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

 

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

 

AC Fail

Standard Plan – 24/7 Major Outage:

  • This is where several alarms report a power failure in the same area
  • We will check the relevant companies’ outage page for an ETOR (Estimated Time of Restoration)
  • The activation will be placed on hold until the supplied ETOR
  • If between 08:00 – 20:30, and the alarm is not restored when the website says it should be restored, we will attempt to contact customer
  • If between 20:30 – 08:00, and the alarm is not restored when the website says it should be restored, we will place on hold until just after 08:00 and then follow up with contacts in the morning

 

Standard Plan – 08:00-20:30 No Major Outage:

  • We will attempt to phone contacts until we reach someone, we will leave a message where able
  • If unable to contact someone the first time, we will place the activation on hold for 1 hour and then try the contacts again
  • If no contact after our second attempt, we will place the activation on hold for a later time of the day (e.g. 5pm) and then follow the above steps again
  • Guard is not dispatched unless otherwise noted

 

Standard Plan – 20:30-08:00 No Major Outage:

  • The AC Fail alert will be placed on hold until 08:00 or just afterwards
  • When it comes off hold, we will attempt to contact, leaving a message where able
  • If unable to contact someone the first time, we will place on hold for 1 hour and try the contacts again
  • If still no contact after second attempt, we will place on hold for a later time of the day (e.g. 5pm) and try again, following the above steps
  • Guard is not dispatched unless otherwise noted