6 Messages
Monitoring response
I just finished setting up my system and the practic period is over. I did a trip alarm to see the response. I got an sms and waited 2 minutes and did not recieve a phone call. I then cancelled via sms because I didn't want cops to come. Is this a normal situation? Unless I was mistaken about the 2 mintues.
emily_s
Community Admin
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3.3K Messages
1 month ago
Hi @mrcorvettegolfer,
There is a Grace Period between when an alarm is triggered and our Monitoring team calls you. The Grace Period is part of our Monitoring team's protocol to help prevent false alarms, and, in some municipalities, prevent false alarm fines.
I do want to note that the Grace Period only applies to the phone call from the agent. As you saw, we will send you a text immediately as soon as the alarm event is triggered. If you respond to the text and request for dispatch, that will bypass the Grade Period and call sequence, prompting the monitoring agent to contact your local police department right away - which could result in even quicker dispatch.
However, it should not take 2 minutes, or longer, to receive a call from our Monitoring Center. I've forwarded your case to our escalated Support team to look into your account and ensure that everything is communicating properly. A senior agent will reach out to you soon, so please keep an ear out for their call.
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