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After installation FAQ

Find answers to frequently asked questions you may have once your Secure Business system has been installed.

How do I change my emergency contacts?

Contact TELUS
 by phone for assistance.

Is my equipment under warranty?

All equipment is warrantied for as long as you contracted with TELUS.

What happens if I want to make a change to my service? Can I upgrade or downgrade my plan? Can I add more accessories?

To change your plan we will cancel the current agreement and start a new agreement for you with the new equipment requested. A service technician will be dispatched to install the new devices for you.

Will my system continue to work if the power goes out?

Rest assured, your system includes a back-up battery which lasts for 6 hours and is rechargeable.

If my business gets broken into, does TELUS Secure Business replace my things?

No, your business insurance policy will compensate you based on your coverage.

How do I contact TELUS Secure Business?

Hours of operation: 8am - 6pm MST, Monday - Friday; 24/7 Technical Support

Where can I access my bill?

You can access your bill anytime, anywhere by signing up for My TELUS. When you sign up, you can:

  • Get notified when your bills are ready

  • View and pay your bill any time, from anywhere

  • View detailed bills from up to 18 months ago

What is the Central Monitoring Station?

Our Central Monitoring Station (CMS) is a highly secure, ULC-certified, TMA Five Diamond rated facility which houses trained professionals and critical information to monitor a business security and/or personal emergency response (PERS) system on a 24/7 basis. To ensure redundancy and reliability of your services, we have two monitoring facilities prepared to receive alarm signals at all times. The station will receive alarm signals from security and/or PERS devices and the operator will use customer account information and a specific action protocol (based on proven industry best practices) to take action. In the event of an alarm (fire, intrusion, panic, duress, medical or environmental) the agent will contact the customer, starting with 2-way voice to the premise, and then if necessary by phone. If the alarm is unable to be verified, the CMS will follow a standard action protocol, which involves contacting emergency contacts and dispatching a guard (if applicable) and/or emergency service providers (police, fire, ambulance) as required. In the case of a confirmed emergency, as confirmed by the customer, the customer’s emergency contacts or through your on-premise devices, emergency service providers will be dispatched immediately.

Can I self-serve and update my information for the Central Monitoring Station?

You need to call TELUS to make updates to your account information housed at the Central Monitoring Station given the sensitivity of the data and the security protocols in place.
Contact TELUS
 by phone for assistance.

What happens if there’s a false alarm?

For every alarm, the Central Monitoring Station (CMS) will attempt to verify the alarm by contacting the customer, starting with 2-way voice to the premise, and then if necessary by phone. If the alarm is verified to be false, no further action is taken. If the alarm is unable to be verified, the CMS will follow a standard action protocol based on proven industry best practices, which involves contacting emergency contacts and dispatching emergency service providers as required. If an emergency service provider is dispatched in response to a false alarm, the customer may incur false alarm charges. Please note it is the responsibility of the customer to pay these charges.
Contact TELUS
 by phone for assistance.

What is an insurance certificate and what does it do?

Having a monitored security system from TELUS can reduce business insurance rates. If your insurance company offers such a discount, you can use the insurance certificate we issued to you as proof of the system installed in your premises and monitored by TELUS. You can expect to receive an insurance certificate following your installation. If you need to request another insurance certificate,
Contact TELUS
 by phone for assistance.

What happens if I move to a new location?

If you move, we will install a new system at your new location, provided you enter into a new agreement. If you bring your own equipment, you will be charged just an installation fee of $100. Otherwise you can pay a cancellation fee.

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