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Understanding Abode Monitoring Services

Understanding your monitored security service with abode
Once you have signed up for the abode monitoring service and enabled monitoring, there are some specific procedures you will need to familiarize yourself with. 
Regardless if your abode system is professionally monitored or self-monitored, abode systems is not responsible for any false alarm fines
 of any kind.
 
The abode system has the ability to send various types of alarm alert signals to CMC (Central Monitoring Center) and each of those alerts has different standard operating procedures for how they are processed. The goal is to respond to your alarm as fast as possible, yet try our best to prevent from dispatching the authorities unless it is necessary. False alarms can result in alarm fines if the authorities are dispatched resulting from human error or misuse of the system.
 
The abode system can alert the CMC of a burglary, panic, duress, fire, smoke, CO2, and a medical alarm. These various types of alarm events have different standards of operating procedures that are performed by the CMC.
 
The abode system can provide visual alarm verification processing that can assist in determining if a human is present. This visual verification process allows the CMC agent to view all captured images and video clips that may have been captured during the timeline of the alarm event.
 
Abode web & mobile app verification procedures:
The abode verification controls provide the user the option of quickly canceling or confirming that an alarm event is real or false.
 

 
Pressing the Verify Alarm confirms that you think the alarm could be real and will send this confirmation signal to the alarm monitoring center and other users of the system. The monitoring center will dispatch the authorities, and then start calling the persons on the emergency call list.
 
Pressing the Disable Alarm confirms that you think the alarm is false and will send this cancel signal to the alarm monitoring center and other users of the system. The monitoring center will abort/cancel any further action taken on this event. If this Disable Alarm option is chosen quickly after the alarm has been triggered and before the monitoring center has attempted to call the emergency contacts, they will not proceed with calling anyone.
 
Alarm monitoring passcode
You will need to memorize your monitoring passcode in case the CMC calls you. They will ask you for your name and your passcode.
 
Standard operating procedures for burglary dispatch:
When a burglary alarm signal is received by the monitoring center, the customer has 30 seconds to disarm the system and abort the alarm before the agent will start viewing the event and any visual events that might have been included with the timeline of events. Then they start calling the persons listed on the emergency contact list in the order that the user has provided. They call the first number listed and if no answer then they dispatch the authorities then call the remaining persons on the list until some one answers.  If the user quickly disarms the system before the monitoring agent has dispatched the authorities, then the event will be aborted and the agent will clear the alarm and not take any further action.  If a person on the contact list answers the phone and gives a fake or wrong pin-code, or no pin-code, then the authorities will be dispatched. Make sure you know your monitoring service pin-code.

If the disarm signal is received after the authorities are dispatched, the monitoring service will call the authorities and tell them that an authorized user has canceled the alarm. It will then be up to the authorities to decide if they will come to the customer’s home or charge the home owner with a false alarm fine.
abode systems is not be responsible for any false alarm fines.

The abode support team will be happy to help you to adjust your system to help avoid false alarms. Please contact us if you need support at info@goabode.com.
 
User error is the most common cause of false alarms and to help mitigate this, please review the following suggestions.
 
  • Ensure the entry delay timer provides the user with plenty of time to enter the home and disarm the system before the alarm is triggered (User programmable from the web app under system settings).
  • Ensure that users have quick access to a key fob, keypad, and the mobile or web app to disarm the system.
  • Ensure that the entry delay beeps can be heard. These pre-warning beeps can help the user to remember to disarm the system (User programmable from the web app under system settings).
 
Abode offers an add-on indoor siren that also provides the beep warning and can be placed anywhere in the home. There are also visual aids such as the abode system status device that blinks when the system is armed. This is a great device for the hearing impaired.


Standard Operating Procedures for Fire/Smoke & CO2 Dispatch: The CMC will first start calling the persons on the emergency contact list. If the first person called does not answer, the CMC will dispatch the fire department, then attempt to call others on the contact list. If a person is contacted after the fire alarm is dispatched, and indicates that it’s a false alarm, the CMC will attempt to cancel the fire department dispatch. It will then be up to the fire department to decide if they cancel the dispatch to the premise or not. abode systems is not be responsible for any false alarm fines.
 
Standard Operating Procedures for Panic or Medical Dispatch:
The CMC will dispatch either the authorities or the emergency services such as the local EMTs / ambulance (depending on what kind of panic signal came through). After dispatch, they start calling the persons listed on the emergency contact list.
 
Requests for changes to these standard operating procedures must be submitted to the
Monitoring Services at 1 800 299-9900 (They will answer by saying “Hello, this is the central station, how can I help you?”).
 
To test your alarm system, you will need to contact the monitoring center first and have them put your system on test. You can then test your system and call them back and they will let you know what signals they received. 1 800 299-9900.
abode systems is not be responsible for any false alarm fines.

Attachments

Abode_monitoring_operating_procedures_071516.pdf Abode_monitoring_operating_procedures_071516.pdf

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