FAQs

We provide installation & configuration for:

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

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

If you can’t supply the installer code the panel will need to be defaulted, i.e. to erase its system settings. When we do this some of the previous functionality may no longer exist. This is because programming was erased at default and the system is being reprogrammed from scratch. We allocate 1 hour of FREE time to complete this task. If it takes longer than 1 hour charges will apply.

We can compile one for you using our best efforts. This means that we’ll determine what detection devices are attached to the security system and their location. The time taken to do this is included in the 1 hour of free time included in any free connection. If it takes longer than 1 hour we’ll advise and charges will apply.

Free connection is limited to the programming of the existing alarm system to the monitoring centre and includes:

 1. Programming of communication tasks so that the system communicates to the Monitoring Centre

 2. Testing of alarm communications to the Monitoring Centre

 3. 5 user codes

 4. Entry & exit delay

We estimate that this work shall take no longer than 1 hour. FREE connection does not include installation or configuration of any app/s.

We recommend that you provide unrestricted access to the alarm system and any detection devices on connection day, i.e. remove anything obstructing access to doors & roller shutters. Remove 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 that the system monitors.

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]

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]

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.

You can order a battery replacement online here.

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

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.

For enquiries regarding security system apps please contact Service on 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]

If you’ve purchased a security system from us and it has a compatible app the installation & configuration on up 5 mobile devices is included.

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

The Monitoring Centre doesn’t provide support for apps.

No.

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]