YOUR SECURITY, OUR PASSION 24 HOURS A DAY AND 7 DAYS A WEEK
Your alarm system is powered by the mains power supply (230Vac).
When your system no longer receives electricity as a result of a power outage, it can send the notification "AC trouble" to the control room. In this case you will receive an SMS + e-mail from us with the message "230V TROUBLE".
The power outage can have various causes:
- Have all electrical devices stopped working in the building? Then it can be a general power failure in the street or in the fuse box (main fuse or earth leakage protection device broke down).
- Are all other electrical appliances in the building functioning normally but only your alarm system indicates a mains error? Then it can then be a specific fuse in the fuse box that is blown. If it is not this fuse that has failed, then it is an internal problem in the housing of your alarm system. In this case, you must inform your installer of your alarm system as soon as possible so that he can solve the problem for you.
If we receive a power failure (AC trouble) in the control room, a 1-hour timer will be triggered. If the power outage has not been restored after this hour, you will receive an SMS + e-mail from us between 8 am and 10 pm with the notification of 230V TROUBLE. If the power outage recovers within this time interval of 1 hour and we receive this restore, you will not be disturbed by us. After all, your alarm system is equipped with an emergency battery that is sufficient enough to provide your system with enough power during this time. For that reason, you will not receive an SMS + e-mail from us if the power outage is received by us between 10 o'clock in the evening and 8 o'clock in the morning. Only if we still have not received the restore of the mains trouble at 8 o'clock, you will receive an SMS + e-mail at 8 o'clock concerning the power outage.
Your alarm system is equipped with an emergency battery that should have enough autonomy to provide your system sufficiently with power for a certain period of time during a power outage. The system automatically checks on a regular basis whether the battery has a sufficient capacity. If the capacity falls below a certain value, the system can send the message "battery error" to the monitoring centre. In that case you will receive an SMS + e-mail from us with the message "LOW BATTERY".
This SMS can be received 24/7, so it is not linked to or limited by a time window.
If you receive this SMS, you should inform as quickly as possible, your installer of your alarm system, who can solve the problem for you.
Keep in mind that in case that, during the period that your system has a battery problem, there is also a power outage, your system will probably not function (correctly) anymore and your premises will therefore no longer be protected!
Your alarm system is connected to our control room through the internet and/or a classic analogue telephone line. Depending on your contract, we do a periodic check (every 25h, every 169h, ...) whether we have received a notification of your system during this interval. If we have not received any notification from your system in the set interval, you will receive an SMS + e-mail from us between 8 am and 10 pm with the message "NO SIGNAL".
What you can initially do yourself when you receive this SMS, is to test whether your system is still connected to our control room. You can do this by switching on your alarm system and by moving through the zones in the building until you hear the keypad buzzer and/or the siren. If you do not receive a telephone call from us, then your system is no longer in connection with our control room. The cause of this may be a technical failure at the provider, in your alarm system itself or a combination of both. If the problem lies not with the provider, you should inform your installer of your alarm system as quickly as possible. He can solve the problem for you.
If you are called by one of our operators during the tests and after hearing the keypad buzzer and/or siren, then the communication problem is probably already solved and you will no longer receive an SMS + e-mail, unless the problem occurs again.
The sensors, the control panel and the components (keypads, extensions, ...) of your alarm system are equipped with a contact that is opened when the sensor or the housing or any component is opened or removed from the wall. This is a security that is provided to detect and report (via sound signal and/or to control room) unauthorized access.
Tamper alarm is a 24 hour alarm, which means that this can also be activated, even if your alarm system is disarmed (not switched on).
If you intend to carry out renovation or painting works on the premises during which sensors or components of your alarm system have to be removed or moved , please first contact the installer of your alarm system who will (temporarily) bypass the concerning zone(s) in order that there will be no tamper alarm when removing or moving.
If you have made a tamper alarm, the message will continue to be displayed on the keypads until your alarm installer has cleared it.
The motion sensors of the alarm system in your premises only generate an alarm when the system is armed (switched on). That’s logic because otherwise you would never be able to move in the building without causing an alarm.
However, your system can also generate and relay numerous alarms to our control room while the system is not armed (switched off). These are alarms that can be generated 24/7 by your system and are therefore called "24 hour" alarms.
The most important examples of these alarms are tamper alarm, fire alarm, medical alarm, panic alarm, but also numerous technical alarms can be 24 hour alarms, such as battery error, communication trouble, ...
For certain alarm types, your alarm system will not activate the siren and keypad buzzer. These are only transmitted to the control room and/or logged in the control panel log. These are inaudible alarms and are therefore also called "silent" alarms.
The purpose of being “silent” alarms is on the one hand your personal security. Supposing that in case of a real burglary you are able to push the hold-up button, you would endanger your life at the moment that the siren and the keypad buzzer would sound.
On the other hand it can be silent alarms to simply not disturb you or not to worry you unnecessarily. For a battery error, the siren and keypad buzzer needn't to be activated. An indication on your keypads and a notification to our control room is sufficient.
You are called by one of our operators, further to an alarm notification, who will ask you for your password to be able to inform you about the alarm signal.
How can you be sure that it is indeed an operator of PRAxIS that’s calling you and not someone with bad intentions who is out to learn your password?
As a customer, you can always impose a "dispatching code" on us. This is a password that you choose yourself and pass on to us and with which our operators must identify themselves (to you) if they call you for an alarm notification.
In case we have a dispatching code, the operator who is calling you for an alarm notification will always firstly communicate the dispatching code before asking for your code ("PRAxIS control room, our dispatching code is ..., can I have your password please?" ). Thus, you can be sure that it is an operator of PRAxIS calling you as you first hear the password that you have provided (to) us.
We are demanding party to apply always a dispatching code, facilitating the speed of the alarm handling and this in the advantage of both parties.
A dispatching code is an option for free and there is therefore no reason at all, not to use it. As such, there are only advantages using the dispatching code.
As a customer you can give us a "duress code" for each of your contacts in the call list. If one of our operators calls you for an alarm and you give the duress code, the operator will say that it is OK for her or him (so that the attacker who is keeping you under compulsion is not aware of anything) and will, immediately after hanging up, inform the police to carry out an emergency intervention at you.