‎Monitoring Center Calls - is there "bracket creep" going on? | SimpliSafe Support Home
 
captain11's profile
Captain

Captain

 • 

5.7K Messages

 • 

110 Points

Sunday, February 12th, 2023 4:46 PM

Monitoring Center Calls - is there "bracket creep" going on?

I just read an article in the Product Support area on "how to cancel your alarm".  One line in the article that caught my eye was that a call from montiroing would occur "30-60 seconds" after the alarm notice is received.  For many years SS has stated after 30 seconds. I inquired about what (if anything) changed when monitroing texts were first being rolled out and was advised no change in policy. Exactly what is the policy today? 30 or 60 seconds for the call to be initiated?

Community Admin

 • 

5.2K Messages

 • 

50 Points

1 year ago

Hi Captain,

Apologies for the late reply. Great catch, glad you saw the update! As part of our ongoing effort to optimize your Monitoring experience, we are indeed transitioning the grace period from 30 seconds to 60 seconds.

As you know, SimpliSafe is both highly data-driven and customer-obsessed, which means that we use the data we have at our disposal to drive better customer outcomes. What our wealth of data is telling us is that a significant number of cancel requests due to false alarms are occurring during that 30-60 second period after the start of an alarm event. In a way, our customers themselves are telling us that they need more time! That 60 second mark is also in line with many of our peers in the home security space, and after thorough analysis, we can understand why.

It is important to remember that this grace period only applies to Intruder/Burglar alarms - triggered from your Entry, Motion, or Glassbreak Sensors. Alarms triggered by your Smoke Detector or Carbon Monoxide Detector, as well as Panic and Duress, do not have a grace period. And of course, if you respond to Alarm Texts, the professional monitoring agent will act on that request immediately. So replying to the SMS message with an “H” will bypass the 60 second timer and the professional monitoring agent will call your local authorities right away!

Again, decisions like these are driven not only by what the data reveals, but also by our commitment to providing our customers with the best possible experience and utmost level of protection.

(edited)

Captain

 • 

5.7K Messages

 • 

110 Points

1 year ago

@davey_d Thanks for the post and detailed explanation, but as I said before, when its a stealth change it is a bit harder to trust that decision. Request to "get ahead of changes" in the future by telling customers about it in advance.

New to the Community? Get started by reading our Welcome Post.