Frequently Asked Questions Regarding Monitored Alarm Systems

You should test at least semi-annually, however, you may test more often if you wish.

Prior to testing devices, call our Central Monitoring Station (800-227-9805) and inform that you intend to test your system. They will ask you questions to identify your system i.e. Name, address, etc. then they will ask for your passcode. After the operator has confirmed that your system is in the test mode, you may arm it, and then begin testing devices. When you are done, call the Central Station back and request that they verify receipt of your test signals, and then inform them that you are done testing. (Any signals received after that will be treated as actual alarms!)

First of all, remain calm, and shut your system off. (Generally, entering your arm/disarm code at the keypad does this.) If you are a residential customer, do nothing, (stay off of the phone and do not leave the premises), wait for a moment and our Central Station Operators will contact you, at the phone number we have on record, and ask for your passcode. If you are a commercial customer and have a phone system that will not allow us to reach you at the premises, contact our Central Station at (800-227-9805). Identify yourself, and give your passcode. As long as your passcode matches our records, we will abort the alarm. If you give an incorrect passcode we will handle that alarm as if it were an actual.

Remain calm, and shut off your system (it may continue to go into alarm until the smoke condition is eliminated). If you are a residential customer we will attempt to call the site one time, then we will dispatch the Fire Department. If you are a commercial customer with a phone system that does not allow us to reach you at the premises, contact our Central Station at (800-227-9805) immediately.

Depending on your system, you may need to enter a valid arm/disarm code, to silence the alert tone. You may research the problem by reading your systems user manual. In most cases this is an indication that some type of service will be needed. Call your Per Mar Branch office or (800-227-9805) for additional information or service assistance.

Go to your alarm control panel and unplug the telephone interface. This looks like a telephone jack on or near the panel. If your phone does not work after doing this, contact your phone company. If the phone works after doing this, contact your Per Mar Branch or (800-227-9805) for service.   !!!!! Note your alarm system cannot communicate with us while this jack is unplugged !!!!!

Contact your Per Mar Branch office and inform them at your earliest opportunity. We will have a Customer Service Representative contact you to review any possible changes to your system.

Your system communicates to us through your phone line. This is why any changes to your lines or system could impact the performance of your system. Per Mar does have a form of cellular back up available that would continue to communicate with us in the event that your phone line is out. Contact your Per Mar Branch for additional information on this product/service.

Your security system has a battery backup. The length of time this battery will maintain your system varies widely depending on the number of devices in your system, the age, and condition of the battery. Your system may have the ability to notify us in the event of a power outage. If so, we will contact the site between the hours of 7:00am and 10:00pm. After 10:00pm, and until 7:00am, or if we receive a system restore signal, we will not contact the site.

Your system code number is generally a 4-6 digit number, that you would enter at the keypad, to arm and disarm your system. (turn it on and off). A password or passcode is a number, or number-letter sequence, or a word that you would use to identify yourself to our Central Station Operators. It is vitally important that all persons allowed to use your system, have a code number (to turn the system on and off) and a password or passcode, in case they need to confirm with us that they are valid users. Individuals attempting to communicate with us regarding activated alarms, who do not provide valid passcodes or passwords, will be disregarded and the authorities will be dispatched.

A passcode is assigned to users of your system, by Per Mar, and is the highest level of security available to you. This is a randomly assigned alphanumeric code that is unique for each individual that will be using the system. A password may be used in place of a passcode. It is a lower level of security, as more than one person may use the same password. The alarm system owner selects passwords.

If you are in alarm conditions, and you cannot be identified by password or passcode, the authorities will be dispatched! Contact your Per Mar branch at 800-227-9805 during regular business hours, and we will help you solve this problem. In some cases, it may require that a technician visit your home or business.

A security level indicates to us what functions or activities a particular user is allowed to perform. A primary example would be if the person is allowed to make additions or deletions to your passcode list. Your sales representative will assist you in setting up these levels.

One list is all of the authorized users of your system. These users should all have their own passcode or password. The other list is the Call List, these are the individuals we contact in the event of an alarm. Authorized users do not need to be on the call list. However, all individuals on the call list need to be authorized users.

Contact us at 800-227-9805 and we will help you make the necessary changes. It is vitally important that we be kept informed of any changes to this information.