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We
look forward to servicing your home or business security needs.
Our Focus:
We believe in treating our clients how we would
want to be treated that way our focus has never been on numbers, we service
each client one client at a time as if they were the only client and we
like to keep it that way.
We take pride in having quality customer care
service, that is courteous, friendly and professional. All staff
members have their own areas of expertise and are all part of our in
house training system, that is ever evolving to serve your needs.
Security
Protocols:
All personal regardless of their position in our
company have a background check completed by either the local police in
the area where that branch is located or by the R.C.M.P. in Canada, we
do this because we take your safety and security seriously. In
addition, we also have our own in-house security protocols and only
certain personal have access to certain information about you, your
system or your particulars relevant to your security.
We ask that you honor our commitment to your
security by being willing to verify who you are when you make an
enquiry. Please have your individual data # ready as well as your
password when calling about your system, to the command center.
Area offices may ask for identification information to verify whom they
are speaking with for purposes of general service as well.
Frequently Asked Questions:
These are some common general and billing questions asked by Pro1 Security customers.
If you don't find your particular question listed here, contact your
Pro1 Security Representative.
General Questions:
How does my Pro1 Security alarm system work?
Why is my motion sensor providing false alarms?
What do I do if I have a
false alarm?
Why does my keypad display "no ac"?
Why does my alarm system take so long to notify Pro1 Security Command
Center?
Why is my system not communicating correctly?
What should I do if my technician does not show up as scheduled?
How do I power down my alarm system?
Why does my keypad display "not ready"?
What is an undefined signal?
Why does my system show that Pro1 is "still working on it"?
If I move, will I have to pay again to put a security system in my new
house?
Can I extend my warranty?
I have call waiting on my phone line. Can that affect my service?
How do I change the people listed on my
keyholder call list?
What if my system isn't working right?
If there's a problem, can you turn my system off from the Pro1 offices?
My alarm went off accidentally, but I quickly put in the code and shut
it off. I expected a call from the Pro1 Command Center, but no one
called. Why not?
What happens when I press the panic or fire alarm buttons on the touch
keypad?
If my electric power goes off, will my alarm system still work?
If I have an emergency, should I call Pro1 Security first?
Am I responsible for testing my system regularly?
Billing Questions:
When my system was installed, I wrote a check to Pro1, but it's not
reflected on my first bill. Is there a problem?
Why does my billing or Pre-Authorized Payment say it's from Pro One
Multimedia Services Ltd.?
How come I don't get a monthly statement from Pro1?
Can I get monthly invoicing?
My invoice is slightly higher than I expected. What were the extra
charges?
I'm on the invoicing program and I received an invoice, but do not see a "Payment due date." When
is my payment due?
I lost my invoice and want to send a payment. What address do I
send it to and what should I note on my check?
How can I change my billing address while maintaining my service
address?
I recently sold my home. How do I cancel my Pro1 service?
General Questions and Answers
Q:
How does my Pro1
Security alarm system work?
A: The alarm system may be armed in the "Away" or "Stay" mode.
Once the system is activated, each monitored zone has the ability to
recognize a violation. Once a zone has been violated, the alarm
system then dials the Pro1 Security Command Center and transmits the
message through a telephone line. Once the signal is received, the
alarm system will wait to send another message if another zone is
tripped, this is called verification, and is standard procedure
throughout the industry. Entering the code and turning off the
system will end this process.
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Q: Why is my
motion sensor providing false alarms?
A: A motion detector may activate falsely due to a variety of reasons,
including installation of the device above a heater or furnace, as they
are temperature sensitive. Movement of objects such as balloons,
blinds, and curtains within the range of a motion detector may also
trigger an alarm activation. The motion detector may require
relocation or adjustment by an Pro1 technician. Also insure if you
have just gotten a new pet that you motion sensors are pet friendly for
your size of pet.
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Q: What do I do if I
have a false alarm?
A: If your system has false alarmed, do not PANIC! In all
likelihood the authorities were dispatched and it has caused you some
stress. Contact your Pro1 Security representative the next
business day and let them know you had a false alarm, and also tell them
on what zone, if you have that information. The representative
will converse with the command center, and depending on the reason for
the false alarm may request a service call to inspect the system.
The type of response to a false alarm depends entirely on the cause.
Q: Why does my keypad
display "no ac"?
A: An alarm panel will normally display "no ac" when the system has lost
electrical current. The outlet should be checked to verify that it
is operational. If the outlet is working properly a service call
will be needed.
Q:
Why does my alarm system take so long to notify Pro1 Security Command
Center?
A: The alarm system provides a delay period for the user. This
delay period allows the user to disarm the system in order to prevent an
accidental alarm activation. The delay period can range from 30
seconds up to 3 minutes, ask your installer about the time delay on your
system.
Q: Why is my
system not communicating correctly?
A: An alarm system may lose communications for several reasons.
The telephone line the system communicates through may be inoperable or
equipment on the alarm system may not be functioning properly.
Operational malfunctions within your phone company or Pro1 may also be
possible reasons for communications failure.
Q:
What should I do if my technician does not show up as scheduled?
A: Your time is important and our technicians strive to arrive promptly
as scheduled. If we miss an appointment and have not contacted
you, please call 1-306-934-3688 and select the option to inquire about a
pending service request. A Pro1 service dispatcher will quickly
assist you.
Q: How do I power down
my alarm system?
A: An alarm system should be powered down as a last resort to reset the
system out of alarm status. The transformer must be located and
unplugged. (Often the screw that secures the transformer to the
outlet will need to be removed.) Once the transformer is
unplugged, you must also remove the battery connection. Both
terminals on the battery should be unplugged to ensure the alarm system
would shut down. Always contact Pro1 before powering down the
system as this will send a tamper alarm signal to the command center.
Q: Why does my keypad
display "not ready"?
A: Your keypad is informing you that the alarm system is not ready to
turn on (arm). Common reasons for this are that a door or window
is not completely closed, a motion detector may be sensing movement, or
a previous alarm has not been cleared out of the memory. Correct
the condition and the alarm system will be ready to arm.
Q: What is an undefined signal?
A: Your alarm system is capable of sending many types of signals to
Pro1, which is why we spend a lot of time during the installation
testing the alarms. Very rarely a system will send a signal that
is not clearly defined in our database and requires us to update our
information.
Q:
Why does my system show that Pro1 is "still working on it"?
A: If a Pro1 technician or installer is not currently working on your
alarm system, your system was left in a programming mode. Call
Pro1 at 1-306-934-3688 and speak to an operator for instructions on
exiting the programming mode.
Q:
If I move, will I have to pay again to put a security system in my new
house?
A: If you've already enjoyed Pro1services for at least two years, Pro1
will provide you with a $100.00 discount on the installation of a 1st
Defense® system in your new home as part of the Relocation Discount
Guarantee, or if you are a participating current Safe Guard Plus®
Subscriber, we will do your move for free within Canada.
Q: Can I extend my warranty?
A: Yes. Pro1offers a special Extended Limited Warranty called Safe
Guard Plus® which will cover the repair or replacement costs of the
equipment for just a few dollars each month for as long as you are on
the Safe Guard Plus® program. To get Safe Guard Plus®, call
1-306-934-3688.
Q:
I have call waiting on my phone line. Can that affect my service?
A: No. The Pro1 system is designed to seize your phone line in
order to call the Pro1 Customer Monitoring Command Center. It will
then release the line in order for the Customer Monitoring Center to
notify you that an alarm signal was received.
Q: How do
I change the people listed on my keyholder call list?
A: Just call the Pro1 Security Head Office at 306-934-3688 or visit
www.pro1security.com with your changes. Have your personal
identification code ready in order to make your changes. Make sure
to tell everyone on your call list what to do in case they receive a
call from the Pro1 Command Center.
Q: What if my system
isn't working right?
A: Pro1 will be happy to investigate any problems you're having with
your equipment. Just call 1-306-934-3688 for any service-related
issues.
Q:
If there is a problem, can you turn my system off from the Pro1 Security
offices?
A: No. Your system is an independent unit and can only be turned
off at your control touch keypad.
Q:
My alarm went off accidentally, but I quickly put in the code and shut
it off. I expected a call from the Pro1 Command Center, but no
one called. Why not?
A: The system allows a brief period for you to turn off your system
before an alarm signal is sent to the Customer Monitoring Command
Center. This gives you enough time to cancel the signal and
prevent a false alarm.
Q:
What happens when I press the panic or fire alarm buttons on the touch
keypad?
A: If you hold down the panic or fire alarm buttons on the touch keypad
for 1 to 3 seconds, an alarm is transmitted to the Pro1 Customer
Monitoring Command Center, and emergency services are dispatched
immediately. An alarm received in this manner cannot be canceled.
Q:
If I
lose electric power, will my alarm system still work?
A: 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 your Customer
Monitoring Command Center so you can be notified.
Q: If I
have an emergency, should I call Pro1 first?
A: 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
touch keypad, and the Pro1 Command Center will request emergency
services.
Q: Am I
responsible for testing my system regularly?
A: Yes. It is your responsibility to make sure that your system is
in good working order. Pro1 regularly initiates a communications
performance test. It's easy to test your system; just refer to
your owner manual or call 306-934-3688 to get further instructions.
If you find that a part of your system is not working properly, call
Pro1 at 306-934-3688 to request repair service.
Billing Questions and Answers
Q:
When my system was installed, I wrote a check to Pro1, but it's not
reflected on my first bill. Is there a problem?
A: Sometimes, because of billing cycles, your first bill is issued
before the payment has been posted. The payment will appear on your next
bill; if not, call the Pro1Account Services Center at 306-934-3688.
Q:
Why does my billing or Pre-Authorized Payment say it's from Pro One
Multimedia Services Ltd.?
A: The parent company is Pro One Multimedia
Services Ltd, which operates with the Pro1 Security Trademark.
Q: How
come I don't get a monthly statement from Pro1?
A: To streamline our cost cutting measures so we
can offer some of the industries lowest rates, all of our clients are on
a set pre-authorized payment plan via our debit. However, yearly
statements are issued to all clients.
Q: Can I get
monthly invoicing if I want it?
A: No. We have a high discount rate
for our services based on certain criteria, however if you want a
monthly statement, we offer that service for $4.00 per month which is
automatically added to your pre-authorized debit contract.
Q:
My invoice is slightly higher than I expected. What were the extra
charges?
A: State and local municipalities sometimes charge tax on the services
provided by Pro1, which Pro1 is then obligated to collect as part of the
monthly billing process.
Q:
I'm on the invoicing program and I received an invoice, but do not see a
"Payment due date." When is my payment due?
A: Pro1 bills for monitoring services in advance, based upon your
pre-selected billing schedule (monthly, quarterly, etc.). Your payment
is due upon receipt.
Q:
I lost my invoice and want to send a payment, what address do I send it
to and what should I note on my check?
A: Indicate your Pro1 account number on the check, along with name and
address and make check payable to Pro1 and send all payments to: Pro One
Multimedia Services Ltd. Site 206, Box 14, R R 2, Saskatoon, SK
S7K 3J5 Canada.
Q:
How can I change my billing address while maintaining my service
address?
A: To change your billing address, please contact the Pro1 Security
Account Services Center directly at 306-934-3688 for billing questions.
Q:
I recently sold my home. How do I cancel my Pro1 service?
A: Call 306-934-3688 and they can assist you.
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