BAX Security has a set of standard instructions for each type of alarm. At the same time BAX Security recognizes that the needs of our customers may differ. In order to accommodate those needs, BAX Security is more than happy to modify any instructions for the customer. In this document you will find a detailed chart of standard instructions that BAX Security uses. BAX Security reserves the right to modify and/or change its standard policy and procedures as required without prior written knowledge.
BURGLARY SIGNAL
1. Call premises to verify
2. If unavailable, call keyholders to notify.
3. If unavailable, dispatch authorities.
If it is a subsequent alarm on any burglary zone and has been dispatched within the last 24 hours and found to be a false alarm, do not dispatch again.
1. Call premises to verify
2. If unavailable or no ID, call keyholders to notify
3. If unavailable, reoccur every 30 minutes until a keyholder is notified
If the account is a “Notify Only” account (does not provide an option for dispatch)
1. Call premises to verify
2. If unavailable or no ID, call keyholder to notify
3. If unavailable, reoccur every 30 minutes until a keyholder has been notified. If customer requests a dispatch, advise that that option is not available on their account at this time, but they may speak with their service department and have that changed. For the alarm in question however, if the police are needed the customer will have to call them.
CANCEL SIGNAL
1.“Cancel” signals are only accepted on burglary signals. A “Cancel” signal received within 5 minutes of a burglary signal(s) indicates that an authorized person has disarmed the system. No phone call to premises or keyholder required.
2. If a “Cancel” is received after 5 minutes and the authorities have been dispatched, call the premises immediately to determine whether or not the authorities should be cancelled – If the alarm cannot be verified false, do not cancel dispatch
3. A “Cancel” signal requires the Operator to call the premises, log the name of the person spoken to and the cause of the alarm. If service related, create a Work Order
a. Do not dispatch, unless requested by someone at the premises.
b. If unavailable, leave a message, then clear the signal as “cancel received.” No further action is needed at this point.
DURESS/PANIC/HOLD UP ALARM
1. Do not call premises to verify. Dispatch authorities immidiately.
MEDICAL ALARM
1. Call premises to verify (no passcode required – only first and last name)
2. If unavailable or requested, dispatch ambulance
3. Call keyholders to notify
4. If dispatched, call authorities to update of keyholder status
FIRE ALARM
1. Call premises to verify (no passcode required – only first and last name)
2. If unavailable and no fire dispatch within the last 15 minutes dispatch fire department – If fire dispatched over 15 minutes or new zone, call fire department to notify
3. Call keyholders to notify
4. Call authorities back to update of keyholder status
GAS DETECTOR
1. Call premises to notify
2. If unavailable dispatch Fire department
3. Call keyholders to notify
4. If dispatched, call authorities to update of keyholder status
CARBON MONOXIDE
1. Call premises to notify
2. If unavailable, call keyholders to notify
3. If unavailable, dispatch Fire department
LOW/HIGH TEMPERATURE (WE MUST NOTIFY IMMEDIATLEY EVEN IF ZONE RESTORES)
1. Call premises to notify
2. If unavailable, call keyholders to notify
3. If unavailable, reoccur every hour until someone is notified
PRIMARY PHONE LINE/ GENERAL TROUBLE
1. Check history for restoral – If the zone restores, disposition the signal
2. Call premises to notify
3. If unavailable, call keyholders to notify
FLOOD/HIGH WATER (WE MUST NOTIFY IMMEDIATELY EVEN IF ZONE RESTORES)
1. Call premises to notify
2. If unavailable, call keyholders to notify
3. If unavailable, reoccur every hour until a keyholder has been notified