FAQs

We provide installation & configuration for:

• DirectWireless
• Integriti Mobile
• Permaconn Pocket Secure
• Skycommand by Inner Range
• Tecom Challenger10

For enquiries regarding security system apps, please get in touch with Service at 1300 538 324 Monday to Friday between 07:00am and 05:00pm AEST. You can also leave a message requesting a callback.

You can email the service department at [email protected]

If you’ve purchased a security system from us with a compatible app, the installation & configuration on up to 5 mobile devices are included.

If you’re switching your monitoring service to us and using an app to control your security system, the installation and configuration of the app aren’t included. Please see the FAQ, What Security System Apps do you support?

The Monitoring Centre doesn’t provide support for apps.

Do you know what kind of access card you need?

You’re probably running one of two types of card: HID Proximity or HID iCLASS. Not sure? That’s OK, if you’ve ordered cards through us before we should have your details on file. You can call Service on 1300 538 324 or email us at [email protected]

No. If you’re connecting an existing security system and it needs replacement parts the parts are chargeable.

No. If you’ve just moved in to a property that has an existing security system, we recommend that you replace the battery at the time of connection. Please note that if your security system loses power (in a blackout for example) & the battery is flat, your system won’t work.

If you’d like to replace the battery in your security system contact service on 1300 538 324 Monday to Friday between 07:00am to 05:00pm AEST. You can also leave a message.

No.

No. Cleaning of the equipment, i.e. removal of spider webs over detectors etc, is not included. Repairs or replacement of existing non-functional or impaired equipment is not included.

We can compile one for you using our best efforts. This means we’ll determine what detection devices are attached to the security system and their location.

The time taken to do this is included in any free connection’s 1 hour of free time. We’ll advise if it takes longer than 1 hour, and charges will apply.

We guarantee that if any of the tasks included in the FREE connection aren’t performed correctly, i.e., programming communication tasks, testing alarm communications to the monitoring centre, programming 5 user codes, and entry and exit delay, we’ll return to the site and rectify the fault free of charge.

If you cannot provide the installer code, it’s crucial to understand that we will have to default the panel, which means erasing its system settings.

This action will result in the removal of the previous functionality. The technician must erase the last configuration and reprogram the system from scratch. We offer 15 minutes of FREE time to complete this task. If it takes longer than 15 minutes, charges will apply.

A new service connection is limited to the programming of the security system to the monitoring centre and includes:

1. Programming of communication tasks so that the security system communicates to the Monitoring Centre.
2. Testing of alarm communications to the Monitoring Centre.
3. Programming of up to 5 user codes.
4. Programming of entry & exit delay.

We estimate that this work will take no longer than 1 hour. The new service connection does not include the installation or configuration of any app/s.

We recommend that you provide unobstructed access to the security system and any detection devices on the day of connection. For example, remove anything obstructing access to doors and roller shutters and pallets on racking that may be masking detectors.

The security systems installer code and the zone list.

What’s a zone list? The zone list is the location and type of detection devices connected to the system.

Please call the Service Team on 1300 JD TECH (53 8324) if you need assistance.

Call 1300 538 324 Monday to Friday between 07:00am to 05:00pm AEST. You can also leave a message requesting a call back.

You can email the service department at [email protected]

Call 1300 538 324 Monday to Friday between 07:00am to 05:00pm AEST. You can also leave a message requesting a call back.

You can email the service department at [email protected]

Do you know what kind of access card you need?

You’re probably running one of two types of card: HID Proximity or HID iCLASS. Not sure? That’s OK, if you’ve ordered cards through us before we should have your details on file. You can call Service on 1300 538 324 or email us at [email protected]