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 three 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 three seconds. An alarm can only be cancelled on a mobile device every five 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.