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| 1)
Can my customer or I call in changes to dispatch
instructions? |
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When
changing an account's dispatch instructions, all
change requests must be made in writing.
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| 2)
What happens to accounts placed on "No Action"
for testing when the test is finished? |
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Technicians
should indicate whether they are through testing,
or would like the account to continue to have
"No Action" status when they call in
for the test results.
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| 3)
Why am I asked for my passcode every time I call
the Monitoring Center? |
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All
Dealers (and subscribers) should expect that we
will request a passcode at all times when they
call the Monitoring Control Center in order to
insure unfailing security. We may also request
your name (even though we know whose passcode
we have received) to add an extra level of protection:
It could be possible that a passcode was overheard
and is could be used in fraud.
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| 4)
Does Rapid Response Monitoring require passcodes
for fire alarms? |
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Rapid
Response can configure fire accounts with or without
a passcode, as each Dealer prefers. PLEASE specify
whether you would like passcodes to be required
on your fire signals.
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| 5)
Can Rapid Response monitor fire alarm systems in
New York City? |
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We
are FDNY approved...the cost to monitor those
account is more than the standard monitoring prices.
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| 6)
Who can I speak to if I have a problem after hours? |
Data
Entry personnel in until 23:00, a Supervisor
is
on at all times, and all managers carry
pagers 24 hours a day, 7 days a week. |
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| 7)
What format should I use when programming a new
customer? |
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The
two most technically advanced formats are SIA
and Contact ID. If one of those are options,recommends
that either format should be used. Rapid Response
can accept almost any major account format, owing
to the diversity of our receivers and the flexibility
of our system software.
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| 8)
Why does Rapid Response wait to call RPs after dispatching,
or before calling on low priority signals? |
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Rapid
Response does this during storm or other broad
demographic conditions (such as regional power
black-outs) so that we can quickly handle higher
priority alarms.
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| 9)
I faxed an account into Data Entry, but left the
passcode off of the monitoring agreement. I was
called by a Dealer Support Service Representative
and told that the account could not be placed on
line. Why? |
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The
importance of this security measure is
critical
to a subscriber's protection. Without a listed
passcode for each customer, Rapid Response
has
no means of verifying whether an individual is
authorized to be present at the premise
or not.
By issuing each "user" their own individual passcode,
Rapid Response Monitoring can maintain a highly
confidential level of protection to the monitored
location.
Additionally,
we ask that if a particular subscriber/location
does not require that passcodes be used in any
aspect of monitoring, that a written authorization
of this policy be filed with the appropriate Dealer
Support Service Representative immediately.
This
policy applies to any information left off of
a monitoring agreement. Unless noted on the account
that the incomplete information is forthcoming,
an incomplete contract is not placed on-line. |
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10)
I am often paged by the Monitoring Center with information
that indicates that an account dispatched on three
or more times. Why? |
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This
procedure was implemented for many reasons,
all
to benefit both the Subscriber and Rapid Response
Monitoring. If an account has been dispatched
on three or more times within a 24 hour
period,
there exists a distinct possibility that the
alarm equipment may need to be serviced
or that an outside,
non-security-threatening disturbance is present
(such as adverse weather). The intention
behind
notifying the main office or on-call technician
is to keep the Dealer well informed of
any unusual
activity occurring in order to provide customers
with the highest level of service.
Rapid
Response also tries to avoid as many false dispatches
as possible so that local authorities may sustain
a credible perception of the service we provide,
as well as prevent unwanted fines on the customer's
behalf. |
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11)
The Monitoring Center faxes incidents to me even
though I use RapidLink and have a Real-time printer.
Why? |
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Incidents
that are faxed to you in addition to relying on
the already present modes of information relay
are done so in order to cite specific occurrences
that warrant more immediate attention. The most
common example is when an emergency contact list
is out-dated and contains incorrect information.
Rapid Response recognizes that these accounts
must be kept as current as possible and need to
be updated as swiftly as possible in order to
maintain our high standard of customer service.
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| 12)
One of my customers called into the Monitoring Center
and asked the Control Center Specialist where Rapid
Response is located. The CSS was evasive, saying
that they could not give out the location. Why? |
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Rapid
Response's policy is not to disclose our Monitoring
Center location based on fundamental security
measures. If a Dealer chooses to forward that
information to their customers, it is left to
their discretion. Rapid Response does publish
the location of its business offices/headquarters.
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| 13)
Why do I need to fax account changes to Rapid Response
when I already passed along the information over
the phone? |
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Due
to liability reasons, all changes must to be submitted
to Rapid Response in writing so that they may
remain on file if ever a question arises as to
why the Central Monitoring Center took a particular
action on an alarm/signal.
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| 14)
What would Rapid Response suggest is the best way
to set my customer's passcode? |
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There
may not be a "best" method to use, but there are
several factors to keep in mind while devising
a passcode:
1) The customer should
be able to recall their passcode upon request,
without searching for a piece of paper or asking
another person- in other words, keep it simple
and memorable.
2) The passcode should
be fairly uncommon in order to maintain security.
3) It is most beneficial
for businesses to issue personal passcodes to
each employee so that a high level of security
can be maintained (stress the importance of the
passcode being used by that employee only, and
not being recorded or written down anywhere that
it may be easily discovered).
4) Rapid Response
has found that 4-digit passcodes followed by a
two-letter I. D. is one of the most secure methods
of passcodes (i.e.: 1234AB). This creates a passcode
unique to the individual as well as to our data
base. Too often, a customer will have an extremely
common password which lessens the efficiency when
verifying an individual's passcode- or makes it
easy for someone else to guess.
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| 15)
Why can't I, as a Dealer, cancel an account over
the telephone? If I give an authorized passcode,
shouldn't that be an acceptable means of authorization? |
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As
in the case of changing customer information,
(FAQ #13) we require that such actions be forwarded
to us in writing in order to
A)
Create a hard copy of the information that we
can proof, ensuring that we are correctly canceling
the appropriate customer and
B)
Have the information on file to provide
proof
of the action requested on the account.
Rapid
Response sees written authority as critical
to
maintaining a system of checks & balances
when providing accurate information for each
account. |
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| 16)
Why am I notified of "Install Pending" and "Not
On File" account activity? |
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Rapid
Response finds this procedure to be beneficial
to both the Dealer and our staff. Many
times a
system/account will have been installed and/or
tested, but then is forgotten. Whether
due to
confusion, a system sale that was not completed,
or a pre-install on a newly built property,
it
is important to notify Dealers of this activity
so that they can keep track of potential
problem
accounts.
Rapid
Response also recommends that all testing of Install
Pending and Not On File accounts is accompanied
by a courtesy call to the Central Station to notify
us that you will be testing the account.
In
addition to our goal of keeping the Dealer informed
of accounts that have been dispatched on multiple
times, Rapid Response works to cut down on unnecessary
activity that ties up our Control Center Specialists.
Rapid Response has a special Signal Management
And Reduction Team (S.M.A.R.T.) within our Dealer
Support Services department that works with our
Dealers to reduce excess signal activity that
can detract from alarm processing.
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