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Monitoring Service Protocols

 

1. Intruder

1.1
Activation
1.1.1
The Incident Manager will announce that the intruder alarm has activated and ask for a password.
1.1.2
If the password is given and a false alarm confirmed then monitoring will be closed down.
1.1.3
If contact is made with someone on the premises and an incorrect password is given or the password is unknown but the Incident Manager believes that the incident is a possible false alarm then the home owner and/or a key holder will be contacted. No emergency service contact will be made.
1.2
Keyholder Call Out
1.2.1
Following an activation and should no contact be made then the Incident Manager will continue to listen in.
1.2.2
Should a second separate indication of an incident in progress not occur and/or there is no verification of a crime in progress by means of the two way voice communicator, then the home owner and or key holders will be notified that there has been alarm activation, that the police have not been requested and a request made that the premises should be checked, the alarm cleared and reset. At this point the incident manager will close the call down.
1.3
Police Call Out
1.3.1
Secura Management Ltd requires that two-way voice monitoring verifies (can hear) a crime in progress prior to police call out. This dramatically reduces the number of false alarms and means that the emergency services valuable time is not wasted on simple false alarms. If the Incident Manager can hear an incident taking place then the police will be contacted utilising 999 for an emergency response. Secura Management cannot guarantee emergency service response.
1.3.2
The home owner and or key holders will be notified that an incident is in progress and that the police have been notified and asked to attend the premises.

2. Smoke

2.1
Activation
2.1.1
The Incident Manager will announce that a smoke detector has activated.
2.1.2
If contact is made with someone on the premises and confirmation is given of a false alarm then monitoring will be closed down.
2.2
Keyholder Call Out
2.2.1
If within a reasonable time scale there has been no activation on a second smoke detector, and/or there is no verification of a fire in progress by means of the two way voice communicator then the home owner and/or a key holder will be contacted. No emergency service contact will be made.
2.3
Fire Services Call Out
2.3.1
If the system announces that a second activation has occurred on a second smoke detector or the Incident Manager can hear an incident taking place then the fire brigade will be contacted utilising 999 for an emergency response.Secura Management cannot guarantee emergency service response.
2.3.2
The home owner and or key holders will be notified that an incident is in progress; that the fire brigade have been notified and asked to attend the premises.

3. Medical

3.1
Activation
3.1.1
The Incident Manager announces that the medical button has been activated and asks whether assistance is required.
3.2
Emergency Service Call Out / Keyholder Call Out
3.2.1
Should a dialogue occur the Incident Manager will respond accordingly, calling emergency services if required or notifying a key holder. Secura Management cannot guarantee emergency service response.
3.2.2
Should no dialogue occur then the Incident Manager will notify the emergency services and a key holder. Secura Management cannot guarantee emergency service response.

4. Panic

4.1
Activation
4.1.1
Should a panic activation occur then the Incident Manager will listen in for a reasonable period to ascertain whether there is a crime in progress. (This is to ensure that a situation is not exacerbated by an Incident Manager announcing that they are on line.)
4.1.2
After a reasonable period with no reason to believe an incident is in progress the Incident Manager will announce that the alarm has activated, making no reference to the panic button being activated. (Making no reference to the panic button having been activated means that we have not announced the fact that there is someone on the premises that has activated the panic button.)
4.2
Emergency Service Call Out
4.2.1
Should the Incident Manager have reason to believe that a crime or domestic violence is in progress then the emergency services will be notified. Secura Management cannot guarantee emergency service response.
4.3
Keyholder Call Out
4.3.1
Should no dialogue occur then the Incident Manager will notify a key holder.
4.3.2
Should the Incident Manager have reason to believe an incident is in progress but that no crime is in progress then the incident manager will announce that they are listening in and respond accordingly.

5. Carbon Monoxide

5.1
Activation
5.1.1
The Incident Manager will announce that a Carbon Monoxide detector has activated.
5.1.2
If contact is made with someone on the premises and confirmation is given of a false alarm then monitoring will be closed down.
5.2
Emergency Service Call Out / Keyholder Call Out
5.2.1
Should a dialogue occur the Incident Manager will respond accordingly, calling emergency services if required or notifying a key holder. Secura Management cannot guarantee emergency service response.
5.2.2
Should no dialogue occur then the Incident Manager will notify a key holder.