Table of Contents
General
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Account
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What if I have changes to my address, phone numbers, users, or call list?
An authorized person can contact Customer Care at (866) 441-7487. For non-emergency changes, you can do it online at: https://www.permarsecurity.com/alarm-account-changes. It is vitally important that we be kept informed of any changes to this information. If you would like a copy of who is currently listed on your call list or passcode list, please contact Customer Care.
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What should I do if I remodel and add on to my home or business?
Contact your Per Mar Security Services branch office before work has started or at your earliest opportunity. A Security Consultant will review any possible changes that your system may need.
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How do I get a Certificate of Installation for my insurance company?
Insurance companies will often offer a discount on your premiums once you have a security system installed. They may ask you for a Certificate of Installation in order to process your discount. If so, you can contact Customer Care at (866) 441-7487.
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How do I log into my app?
If you are having trouble logging into your app please reach out to our Service Dispatch team for assistance at (844) 839-7466.
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How do I reset my password in the app?
If you forgot your password you can go to the app login page and select “Forgot Password” and an email will be sent to the email on file to assist you in setting a new password. If you know your password and need to change it you can log into the app and go to your user settings. Here you can enter a new password. If at any time you have questions please contact our Service Dispatch team at (844) 839-7466.
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How do I access Per Mar Security Services Central Station Online?
Please visit: https://www.permarsecurity.com/central-station-online
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How do I pay my bill online, sign up for electronic fund transfer or automatic billing?
You can create an account to pay your bills online here: https://billpay.permarsecurity.com/login.aspx? . If you need further help signing up for online bill pay please call Customer Care at (866) 441-7487.
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Contact
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I have tried to call multiple times and my call is not going through. Is your phone system down?
If you try calling multiple times and are unable to get through, it could be your phone carrier. If your number is listed as private or blocked, our phone system will not let your call go through. To correct this, you will need to call your phone provider to have the block removed or get a code that can be entered when dialing out. You can send an email to customercare@permarsecurty.com for assistance as well.
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Who do I call for the following?
- An alarm going off or need to place a system in test? Monitoring Center (800) 227-9805
- Need Service or technical support? Service Dispatch (844) 839-7466
- Need to update your account or pay your bill? Customer Care (866) 441-7487
- I want to add services and/or update my equipment. Inside Sales (844) 806-4187
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Security Systems
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What if I want to make changes to who is authorized to arm/disarm the system?
It is vitally important that you only give out the arm/disarm code to people you trust to be in your home or business. If you need to make a change to a user code, or if you need to remove a user code from the panel, please contact Customer Care at (866) 441-7487.
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What do you need to do if I am going to leave town and have a house-sitter or pet-sitter watch my house?
Contact Customer Care at (866) 441-7487 to notify them. If you will have someone coming inside the home while you are away, you will need to provide their name, passcode, and the dates they will be authorized to be in your home. You should make sure to give this person an arm/disarm code for the panel, as well as the Monitoring Center phone number (800) 227-9805 in case they would need any help. Make sure the person saves the Monitoring Center phone number in their cell phone.
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Can I reset the delay time on my security system without having a Tech come out?
If the system is newer and capable of being remote programmed we can attempt to make the changes remotely without having to send a technician. Please contact our Service Dispatch team at (844) 839-7466 and they can assist you further.
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How do I sign up to receive text or email alerts instead of phone calls for non-emergency alarms?
You can sign up to receive text or email alerts for non-emergency alarm signals on our website here or by calling Customer Care at (866) 441-7487. For more information on non-emergency notification please visit this blog: Non-Emergency Alert Guide.
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How often should I test my security system?
You should test your security system at least semi-annually, however, you may test it as often as you wish.
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How do I go about testing my security system?
Prior to testing devices, call our Monitoring Center at (800) 227-9805 and inform them that you intend to test your system. They will ask you a question to identify your system. After the operator has confirmed that your system is in test mode, you may arm it; and begin testing devices. When you are done, call the Monitoring Center back at (800) 227-9805 and request that they verify receipt of your test signals; and inform them that you are done testing. Please note, any signals received after that will be treated as live alarms.
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What should I do if I set off my alarm by accident?
First, remain calm, and disarm your system (generally entering your arm/disarm code and pressing the off button does this). Per Mar Security Services will always try to contact you in the event of a burglary alarm, however, you can contact our Monitoring Center at (800) 227-9805 to notify us that the alarm was set off by accident. You will need to identify yourself and let us know the location of where the alarm was activated, 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 alarm. Please refer to the Commercial or Residential Dispatch Procedures for more information on how our Monitoring Center will handle an alarm situation.
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What should I do if I burn something and my smoke detectors activate, but there is not a fire emergency?
First, remain calm, and if there is not an emergency, turn off your security system (generally entering your arm/disarm code and pressing the off button does this). If you are a residential customer, we will attempt to call the site one time. If we are unable to reach you at the premises, or if you have not contacted our Monitoring Center at (800) 227-9805 to notify them that there is a false alarm, we will dispatch the local Fire Department; and then try to contact someone from your call list to meet them on site. If you are a commercial customer, we will dispatch the Fire Department immediately, unless you have contacted our Monitoring Center at (800) 227-9805 prior to dispatch.
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Does my security system still work if my power goes out?
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 the condition of the battery. The majority of our systems use cellular backup so when the power goes out, so your system can still send alarm signals to our Monitoring Center.
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What happens to the security system when my internet is down?
If your system communicates solely on an internet connection then that connection will be down while the internet is down. The majority of our systems use cellular backup when the internet goes out, so your system can still send alarm signals to our Monitoring Center.
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What to do when I get a low battery signal?
These are not emergency alarm signals. When you receive this alarm signal please contact Service Dispatch at (844) 839-7466 to determine what your options are.
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What should I do if my trouble light comes on?
Depending on your system, you may need to enter a valid arm/disarm code and press the Off button to silence the alert tone. You may research the problem by reading your system’s user manual. In most cases this is an indication that some type of service will be needed. You may call your Per Mar Security Services branch office https://www.permarsecurity.com/locations or the Monitoring Center at (800) 227-9805 for additional information or service assistance.
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What if I can’t find my security system user manual?
To download a copy of the user manual, please go to the following link: https://www.permarsecurity.com/user-guides-and-manuals. If you cannot find your manual online, call your local Per Mar Security Services branch https://www.permarsecurity.com/locations for a replacement copy of the user manual.
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Commercial Services
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Access Control
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Can I integrate access control with other security systems?
Yes! You can combine access control with security cameras, a burglar alarms, and fire alarms and smoke detectors. All systems work together to provide one seamless and secure experience.
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What type of keys come with the system?
You can issue key fobs, keycards, electronic keys, or mobile credentials.
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Can I control this system remotely from my smartphone?
You can connect to your access control system on your smartphone and manage it from anywhere. Our skilled technicians will walk you through setup.
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How long does it take to install an access control system?
Installation time varies depending on the size and scope of the project.
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Does the system come with any warranties?
We offer a one-year system warranty that includes coverage for parts and labor.
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Will I be required to replace entire doors in order to equip the access control locks?
Typically, access control components replace door locks and basic door hardware only. It is uncommon for an entire door to be replaced.
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Will my access control system work if the power goes out?
Our access control system operates on a battery backup. If the power and the Internet go out, the system can communicate over a cellular connection.
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Alarm Monitoring
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Can you monitor existing security equipment installed by a separate company?
In some cases, yes. We must first inspect your existing equipment to determine if upgrades or changes are required.
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What security systems and services complement business alarm monitoring?
We offer a wide range of security systems that may be perfect for your business, and that can be monitored by our team. These include:
- Security cameras
- Fire alarm systems
- Carbon monoxide detectors
- Environmental monitoring
- Access control
- Security officers
- Mobile patrol
- Burglar alarms
- Live video monitoring
Get in touch with us for more information!
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Do you outsource alarm monitoring?
No! Alarm monitoring services are offered in-house only. Our monitoring centers are in the Midwest and staffed only by Per Mar employees. Our alarm monitoring agents are highly trained and certified.
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Burglar Alarm Systems
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What is the installation timeline of a typical burglar alarm system?
Installation time varies depending on the size and scope of the project. We will provide an installation timeline at the start of our work.
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Can company staff manage the burglar alarm remotely, even if they are not on site?
Authorized users can manage nearly every function of your burglar alarm system remotely using our smartphone app. From the app, you can:
- Arm and disarm the system
- Add and remove users
- Update user codes
- Update call lists
- Change notification settings
- Create alarm schedules
- Set up automatic reports
A Per Mar team member can show you how to use the app so you can get the most out of it.
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How difficult is it to disable a false alarm?
A false alarm can be dealt with in several ways.
A Per Mar monitoring center agent will contact the individual designated on your company’s call list to verify the nature of the alarm. If it is a false alarm, we can help you disarm it and reset the alarm.
You can also disarm the system on your own using the burglar alarm keypad, or from your phone using our app.
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Do I need a landline to install a burglar alarm?
No. We do not need access to a landline to install a burglar alarm system at your business. We recommend to our customers that they install a wirelessly connected system with dual backup as they are more secure.
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Can I give different levels of system access to different employees?
Yes! System settings are fully customizable. You can grant access to the burglar alarm system to employees based on their role within the company.
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Fire & Smoke Alarm Systems
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I need to make sure my business complies with the fire code. Can you help?
Fire alarm systems must be designed and installed to meet all local and state fire codes, and insurance carrier requirements to obtain occupancy of your building. Per Mar can perform a system inspection, and if we determine that you are not in compliance, we can install a fire alarm system that meets all codes.
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If the equipment fails, what are my guarantees or warranties?
Our systems come with a full 1-year warranty that includes parts and labor. We also offer NFPA fire inspections and provide a detailed report of the inspection to the customer. The report will note if there are any compliance issues and we will work with you to resolve these problems so you meet standard state and local codes.
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Do you provide NFPA 72 inspections and testing?
Yes! We provide NFPA 72 inspections and testing to customers for their fire alarm systems.
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Do you install fire suppression equipment?
Per Mar offers fire suppression equipment through our sister company, Midwest Alarm Services.
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Will the fire alarm system work in a power or Internet outage?
Our systems are designed with backup power, following guidelines from the NFPA. If the power goes out, your system will run on battery power. We also offer cellular backup for Internet outages.
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Intelligent Video Monitoring
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When it comes to video surveillance, how do you prevent blind spots?
Per Mar’s professional installation technicians will learn your business and install security cameras in the most strategic locations to prevent blind spots. We can also help determine the best camera equipment for you—such as 360° fisheye lens cameras—so you get the best security coverage.
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Can I get your video monitoring services with my existing equipment?
In the case that you have existing IP cameras, you can use our video monitoring service. We cannot integrate our services with an existing video management system, NVR, or recorder.
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Is video monitoring a good alternative to in-person security guard services?
Live Video Monitoring (LVM) is a cost effective solution as we can remote guard your property with AI cameras that can automatically detect and deter crime, and 24/7 monitoring agents who can monitor multiple cameras/locations live, and verify incidents and dispatch authorities. When LVM is paired with on-site security guards, we have more visibility of critical areas on your property, and are able to respond even faster. We are here to help you determine what security services are most suitable for your business, so reach out to us today.
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On-Site Security Guard Services
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Are your guard services backed by insurance policies?
Yes. Per Mar carries general liability, automotive, and workers’ compensation insurance. To learn more, contact us.
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What is the minimum amount of time for which I can contract a Per Mar guard?
There is a minimum period of 4 hours. There is no limit to the maximum amount of time.
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In what regions do you offer security guard services?
Our professionally trained security officers are available to serve clients in the following states: Illinois, Indiana, Iowa, Minnesota, Nebraska, Wisconsin, South Dakota, Ohio, Tennessee, Missouri, Kansas, Michigan, Kentucky, Oklahoma, and Texas.
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What does a typical security consultation consist of?
A security consultation is provided on a per-client basis and designed to meet your needs. Generally, we cover any noticeable security vulnerabilities and provide you with solutions. We can provide consultations to existing and to new clients.
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What types of facilities do you provide security guard services?
Per Mar provides security guard services at the following types of facilities:
- Agriculture
- Apartment Complexes
- Business Park
- Corporate Campuses
- Food Production Plants
- Government Buildings
- Healthcare Facilities and Campuses
- High School and College Campuses
- Retail Facilities
- Shopping Centers
- Transportation Facilities
- Truck and Train Yards
- Utility Plants
- Warehouses
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Can I combine guard services with other security services/systems?
Our commercial electronic security services are a great fit alongside security guards! You can combine guard services with:
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Do you provide armed security guard services?
Per Mar can provide armed security for various industries including education, healthcare, and critical infrastructure.
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Do you outsource security guard services to third-party companies?
In most cases, when you retain our services, the security guard(s) dispatched to your event or facility is a Per Mar employee.
The only instance in which we outsource our guard services is if your event or facility falls outside of our service areas. For example, if you have multiple property locations and one location is outside of our footprint, we may outsource the guard services to a partner from the National Security Alliance.
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Security Camera Systems
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What is the installation timeline of a typical security camera system?
Installation time varies depending on the size and scope of the project. We can install one or two security cameras in the span of a few hours. Larger, more robust security camera systems can take longer. Our experts meet with you to draw up plans and set an installation timeline that works with your schedule.
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Can you integrate your cameras with security cameras that I have already installed?
An advantage to our camera systems is that they are versatile and in many cases we are able to use your existing equipment. If you have existing analog security cameras for your business, we can easily integrate our cameras with yours. If your existing cameras are IP cameras, our technicians will work with you to determine if they are compatible with our system, and if not develop a cost effective solution for you.
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After installation, do I lease or own the security cameras?
We offer flexible pricing options. When you pay for the cameras in full, you own the equipment, and can keep the cameras. However, if you lease the equipment, Per Mar owns the cameras until they are paid for in full.
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What equipment and service warranties do you offer?
We offer service agreements on all products we sell and install. The service agreement covers any problems caused by normal wear and tear.
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Do I need a dedicated IT team to manage the security cameras?
No! Our commercial video surveillance platform is easy to use. Authorized individuals can access the system and manage the security cameras. After we install the system, a Per Mar team member will walk you through how to access and manage your cameras. And we are always here to help if you have questions in the future.
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When giving employees access to video feeds and video files, are there different access options?
There are different access options based on your security needs. Access can be customized by employee, date, time, area, or camera. It can also be customized based on mobile, desktop or laptop, as well as onsite access.
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How are your camera systems impacted by power and Internet outages?
A lot of camera systems that are installed run on regular power so if the power goes out there is no battery backup. However, we have options for universal power supply that allow for multiple days of backup.
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Temporary Security Rentals
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Do temporary security rentals meet the security specifications of Builder’s Risk Insurance?
Yes, Per Mar Security is a preferred vendor of several different Builder’s Risk Insurance carriers. We have successfully helped design the security plan for hundreds of construction sites.
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Does Per Mar offer more than just video surveillance on a rental basis?
Yes. Per Mar Security has several different products, at varying price points that we can use to help protect our customer sites. Products include heat detection and water flow detection in addition to interior video alarm systems and long or short-range perimeter camera options.
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Residential Services
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Alarm Monitoring
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Can you monitor multiple properties (e.g., my primary home and a vacation home)?
Yes! We can monitor multiple properties, so long as they are within our footprint.
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How do you determine if the alarm is a false alarm?
When an alarm at your home is triggered, agents at our monitoring center are immediately notified. To determine the nature of the alarm, we contact the individual(s) indicated on your call list. We will notify you of the alarm and verify the situation. If the alarm is a false alarm, we will not contact emergency services. We will dispatch emergency services if we cannot reach you or your contacts.
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Does it cost me if someone is dispatched to my home for a false alarm?
Per Mar will never charge you for a false alarm. However, depending on your state and local ordinances, you may incur a fee for excessive false alarms in which local authorities are dispatched multiple times. We work hard to ensure that emergency services are only dispatched during a real emergency, helping you avoid these fees.
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Can I sign up for your alarm monitoring service if I have equipment from another company?
In some cases, yes, we can monitor your home if you have security equipment installed by another company. We must first inspect your equipment to determine if upgrades or changes are required.
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Is audio from my security system transmitted to your monitoring center?
Audio is never transmitted.
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Burglar Alarm System
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Can I control multiple properties from one account (e.g., if I have a vacation home or rental property)?
Yes, you can! You can manage multiple properties conveniently from our app.
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Is the system wireless or wired?
Our home burglar alarm system and related sensors can be connected through hardwiring, wireless connections, or a combination of the two.
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If I am away from home, how am I alerted to an alarm?
With our live alarm monitoring service, a monitoring center agent will contact you the moment an alarm goes off. In addition, you can configure your system to send you notifications via the app, email, or text.
For non-emergency alarms (e.g., a low battery) you can opt to receive a text or email notification.
A Per Mar technician can help you configure these settings after installation.
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Do you provide technical support in the event of a system issue?
Yes! We offer 24/7 tech support. Service Plans are also available.
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Is it possible to upgrade and add features to my system in the future?
You can always upgrade and add new devices in the future—and Per Mar is here to help.
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Do these systems require periodic system updates?
System updates are automatic. During a service call, a technician may upgrade your burglar alarm panel, if required.
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Fire & Smoke Detectors
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How common are false alarms?
In our experience, the incidence of false alarms has been reduced over the years. This is due to multiple factors. First, our technicians learn the layout of your home and install the smoke detectors in the most strategic locations. This can help prevent false alarms related to cooking, for example. In addition, our enhanced call verification procedure helps us more appropriately respond to alarms such that we dispatch the local fire department only during a real emergency.
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Do the smoke detectors and carbon monoxide detectors still work during a power outage?
Yes! The devices have dual backup, meaning they have a backup battery.
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Will this system make me eligible for an insurance discount?
You may receive up to a 20% savings on your home insurance premium with a monitored burglar alarm and/or fire detection system. Talk to your homeowners insurance provider for more information.
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Home Automation
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What smart devices can I connect to and control using a third-party virtual assistant?
Per Mar’s home security system and smart devices can connect with Amazon Alexa, Siri, Crestron, Control4, and Google Home.
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Will you train me to use the system?
Yes. After we install the security system and smart devices, our technicians can show you how to use it. We are also available for technical support and can answer questions at any time.
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Medical Alert
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Is this device connected via a landline?
Our in-home medical alert devices are typically connected via cellular unit. That said, if the cellular network cannot be used we have the option of using a Copper Landline to communicate. Our technicians can help determine the best device for your current situation.
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Do I need WiFi?
You do not need WiFi. Our devices can connect you to a monitoring agent via a landline or cellular network.
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If I can’t be reached, will you contact emergency services for me?
When we receive an alert, we will contact you via the speaker on your device. If we cannot reach you on the device, we will call your home to verify everything is okay. If we are not able to communicate with you then we will dispatch emergency services to your location. Our monitoring agent will then contact the individuals listed on your call list to notify them of the situation. Learn more in our blog about our medical alert devices.
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Security Camera Systems
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What type of Internet connection is required?
We recommend that you have at least 2Mb of upstream bandwidth for the first camera, and 1Mb of additional upstream bandwidth for each additional security camera.
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What options do I have to store video footage?
All video clips are stored to the cloud. The cloud has three different storage level options. You can choose from 250MB, 500MB, or 750MB of cloud storage. In our experience, a security camera system can save between 125 to 250 video clips per 250MB of storage, depending on the camera model installed.
Our technicians can help you determine the best amount of storage space for your home.
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Can multiple users be added to the account?
Yes. You can add users at your discretion. All users can view live security camera footage from the mobile app.
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Do the security cameras record sound?
The only camera that records sound is the doorbell camera. WiFi-connected cameras do not record sound.
Backgrounds
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Corporate Investigation Services
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Where are your investigation services offered?
Our investigation services are offered nationwide.
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What do I do if I think I may have an issue of possible employee theft or fraud at my business, but can’t prove it?
If your company has an issue of theft, fraud, or other malfeasance, you can hire us to prove or disprove the claim. We will come in as a third party, unbiased consultant to determine the best actions to take for investigation and proving or disproving the claim.
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Drug Testing
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How sensitive are your tests and how are results reported?
Drug tests are industry standard. Results are reported to your online account as soon as they are complete.
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Where is the sample collected and tested?
We work with local facilities all over the country. Samples can be collected on site or by sending it to a lab for analysis.
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How accurate are drug tests?
We guarantee the validity of our results to the degree allowed by the method of testing. In cases of a dispute, our lab and Medical Review Officer send the specimen to a separate certified lab to complete an independent test.
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Employment Background Checks
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What issues do you flag as making a candidate a risk?
A candidate will be flagged if they are found to have a criminal record, poor driving history, poor credit history, failed a drug test, and/or are listed on a sex offender registry.
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Can you fingerprint hires?
Per Mar provides electronic fingerprinting using Live Scan Fingerprinting technology. However, this service is only offered through our Quad Cities branch.
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How precise are background checks?
Accuracy is our top priority, and we take every precaution possible to avoid a case of mistaken identity. In cases of a dispute, we complete a new investigation while complying with Fair Credit Reporting Act regulations.
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What is a post-employment background check?
Post-employment background checks are screenings employers complete on existing employees at specific intervals, before promotions, or randomly.
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