1 - What is a security system?
A security system is a set of components installed to detect and prevent potentially dangerous situations. They are generally made up of detection components, a control module, a keypad, and a siren. Its effectiveness is significantly improved when the system is connected to a monitoring center. This guarantees a rapid response by the appropriate authorities and thus increases security. All of the anti-theft security systems we sell and install at iMotion are connected to our ULC certified monitoring central.
2 - What is monitoring?
When a monitored security system is activated, it is connected to a monitoring center via the phone line. If a detector goes off while the system is activated, the phone line automatically sends a signal to our monitoring center.
3 - Is the security system linked to a police station?
No. The security system is connected to our monitoring central. Our staff confirms each alarm signal and determines how to respond based on the situation (check for false alarm or call the fire department, police, or emergency medical services as required ).
4 - What is the role of a security company and remote monitoring center?
iMotion takes care of selling, installing, maintaining, and repairing security system components and handles customer service. The monitoring center dispatchers receive, process and follow up on the various alarm signals received.
5 - Where is the remote monitoring central located?
Our monitoring central is located in Montreal. Our facilities boast state-of-the-art virtual monitoring technology and an extensive fiber optic network. In the event of an emergency or disaster affecting one of our high tech centers, another one can take over so you’re guaranteed uninterrupted protection, 24 hours a day.
6 - What is ULC certification?
ULC stands for Underwriters' Laboratories of Canada (www.ulc.ca). ULC certification indicates that a product or system has been evaluated and tested for compliance under the ULC Canadian standards.
7 - Could I ask my insurance agent for a price reduction if I get a home security system?
It depends on insurance companies, type of contract but also on the type of alarm. You could ask for a bonus or an excess deduction. To get more information, you should ask your insurance company.
8 -What do I do when I contact the monitoring center operator?
1. Give the main phone number of the protected property
2. Identify yourself using your password or PIN
3. Give your name.
4. Describe the reason for your call or the cause of the alarm.
9 - Can I use a security system even if I have a pet ?
Yes. Although pets can be a challenge for security systems, particularly if they have free access to protected area or weigh over 100 pounds, specially adapted motion detectors are available at an additional cost. Protectron specialists will be happy to discuss this option with you.
10 - Is the system easy to use?
Yes. The installation technician will explain how the system works upon completing the installation. The system comes with a complete user’s manual and instruction guide along with the iMotion After sales kit. In addition, you can always call iMotion’s Customer Service Department any time.
11 - What is the role of the people listed on my call list?
When your security system is triggered, an operator dials the number of the protected site. If no one answers or if the person who does answer cannot identify him or herself using a password or PIN, the operator will call the police (depending on your preset instructions) The operator will try to contact a person on your call list. Remember to notify your contact people if you plan to be gone for an extended period. When one of the people listed on your call list arrives at the site after an alarm goes off while you’re gone, they must first check the outside of the premise before entering the protected site.
It is strongly recommended to wait until the police arrive before entering the premises. For an effective response, contact people should live near the protected location, have keys to the site, an access code to arm and disarm the alarm system, and a password or PIN to identify themselves.
Your iMotion residential security representative can meet these people to explain their responsibilities and show them how to arm and disarm the security system. We recommend that you review your call list every year.
12 -How do I update my file and emergency calling list?
Simply visit our website - In the Customer Service menu, click on the red submenu called "Client Info Update". You will then be asked to fill out the form to modify your existing caliing list.
13 - Why doesn’t my phone work when my alarm goes off?
When you arm or disarm your security system, the phone line may be busy for 20 to 50 seconds (depending on the type of system). The system transmits a signal to our monitoring center indicating its status.
14 - What do I do if I set off my security system and cause a false alarm?
The siren will sound. If you accidentally set off the alarm, stay calm. Enter your code on the keypad, making sure you carefully press each button to deactivate the alarm. Wait approximately one minute and then call the Protectron monitoring center to notify us (or, call on your cell phone if you have one). If not, an operator will initiate your dispatch procedures.
15 - How do I avoid paying a fee for having the police respond to a false alarm ?
Many municipalities now charge fees when police are dispatched to respond to false alarms. By-laws vary from one municipality to another.
Check with your municipality to find out about current by-laws.
Be sure that all system users have a good understanding of how to operate the system.
Avoid leaving objects in the home that could move or blow about and set off an alarm (balloon etc.).
Pets can be given free reign of the house as long as proper motion detectors are in place To avoid high dispatch fees,
16 - Does the siren stop alone after its release ?
Yes if it is an outside siren as its working is limited to 3 minutes whereas an inside siren will continue to work if you do not stop it.
17 - Can my warranty be extended ?
Yes. For only a few extra dollars a month, iMotion Security offers an extended warranty that covers all repair or replacement fees for your security devices (parts and labor).
18 - How can I enhance my security system ?
Whatever the supplier or technology, no phone service is completely infallible. To protect your system from phone-service malfunctions or breaches in a phone-network wire, we offer a service which uses the latest wireless technology. This service requires the purchase and installation of a communication module and is available only in areas served by a wireless network using GSM or CDMA technology.
Find out more by calling Customer Service at 1 866 519-0008 or 514 337-0008
19 - What if my system is not working properly ?
iMotion will be happy to investigate any problems you're having with your equipment. From our website, you can click on the link: "Click here to place a service call" that you can find at the top of every pages or you can call our service department office to make an appointment. 514 337-0008 ext. 326.
20 - If my system needs emergency verification or repairs, can you answer my call any time of day or night ?
Yes! Our service department is standing by 365 days a year, 24 hours a day. And our rates are always very affordable, even on holidays.
21 - If there's a problem, can my system be turn off from the iMotion offices ?
No, your system is an independent unit and can only be turned off at your control touchpad.
22 - My alarm went off accidentally, but I quickly put in the code and shut it off. I expected a call from iMotion but no one called. Why not ?
The system allows a brief period for you to turn off your system before an alarm signal is sent to the customer monitoring centre. This gives you enough time to cancel the signal and prevent a false alarm.
23 - What happens when I press the panic or fire alarm buttons on the touchpad ?
If you hold down the panic or fire alarm buttons on the touchpad for 1 to 3 seconds, an alarm is transmitted to the ADT customer monitoring centre, and emergency services are dispatched immediately. An alarm received in this manner cannot be cancelled.
24 - If my power goes off, will my alarm system still work ?
Yes, in case of a power loss, the back-up battery will activate to maintain your alarm protection for several hours. In the event your battery is low, a low battery signal will be sent to the customer monitoring centre so you can be notified.
25 - If I have an emergency, should I call iMotion Security first ?
No, if you have an emergency, call 911 first. If you are unable to call 911, then depress the panic or fire alarm button on your touchpad, and iMotion Security will request emergency services.
26 - When and how often should I check my security system?
Check your system regularly to avoid being caught off guard in an emergency situation. Test your system once a month to be sure your communications link is operational.
Your security system is connected to a monitoring center. Every time your system goes off, it sends a signal to the center. To avoid unnecessary dispatched, first call the center and identify yourself with your password or PIN (personal identification number) and tell the operator how long you’ll be testing your system or ask for assistance.
27 - Does it take long before you install the system I ordered ?
NO! We usually install a new system within 3 working days from the date the contract is signed.
28 - Can I get a full warranty on equipment for the duration of my contract ?
YES! For as little as 4% of your annual costs, our service contract covers your equipment 100% (parts and labor).
29 - How do I get the guide book for my alarm system ?
Simply go to the "User Manuals" section under the Customer Service menu of our website and download the user guide for your alarm system.
30 - Is it possible to be informed in case of flooding ?
Yes, a water leak could be detected with a specific device which will alert you by a specific sound or by phone.
31 - Is it possible to be informed in case of domestic gas leak ?
Yes, specific detectors advertise you in case of gas leak and could thus prevent any risk of explosion.
32 - Is it possible to install detectors around my property ?
If you would like to let your windows or doors opened it is interesting to plan the installation of outside detectors. They will inform you with a ring or a low intensity siren in case of intruder entrance.
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