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 home 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.
What happens when there is an event?
In the event of an alarm (fire, intrusion, panic, duress, medical or environmental) our first step is to confirm whether the alarm is true or not. There are 3 ways to do so:
- A customer can disarm their panel to cancel an alarm
- A user with Master control of the system can cancel an alarm on their SmartHome mobile app. To do so, the user must open the mobile app within 90 seconds of an alarm and press Cancel for 3 seconds. An alarm can only be cancelled on a mobile device every 5 minutes
Note: All alarms cancelled on the panel or in the mobile app, apart from police intrusion, will still result in a phone call from the CMS to our customers or their emergency contacts to ensure their home is safe. Cancelling an alarm in the app will disarm the customer’s system. It can be rearmed at any time within the app.
- A CMS agent will contact the customer by phone to confirm whether the alarm is for a true event or not
If the alarm is unable to be verified, the CMS will follow a standard action protocol, which involves contacting emergency contacts provided by the customer 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 in-home devices or mobile phone, emergency service providers will be dispatched immediately.
False alarm fees
False alarm fees may apply.
If an emergency service provider is dispatched in response to a false alarm, you may incur false alarm charges. Please refer to your local municipality’s bylaw for the latest information regarding false alarm fees and note that it is your responsibility to pay these charges.
Avoid false alarms by visiting our how to reduce false alarm support page.