Test Signal Option
August 17, 2013
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Question re 24 hour test signal option
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Ken,
Maybe we should pose the question to the masses. The 24 hour test is an optional service that many alarm companies offer to the subscriber at an additional fee. (except fire, required).
Here's a scenario I see: Customer has a break in and the alarm doesn't communicate to central station because the phone line to the alarm panel is dead. The customer may accuse the alarm company that the alarm didn't work.
The alarm company offered the 24 hour test but the customer did not want to pay the few extra dollars/month and they "don't recall" being offered this service. Just like you wrote today about texts from central and how this documents the process and avoid potential litigation from the beginning, a signed agreement declining this option may do the same.
I doubt that I am alone concerning this issue and was surprised that it wasn't addressed in the All-In-One.
David Stillman
Penn Security Co., Inc.
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Response
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The All in One does provide for ECV and separately charging for that service, but does not break out 24 hour test signals. I am sure that many available services are not mentioned specifically in the Standard Form Contracts. That doesn't mean you shouldn't mention them in your Schedule of Equipment and Services. You should also mention this in the Disclaimer Notice.
Another issue that comes to mind is how test signals are handled by the central station and what promises you have made to your subscriber regarding the test signals. This are supervisory in the sense that the signal or failure to get the signal is not cause for dispatch. But what does the central station do with the information that a test signal has failed to come in? Notify the alarm dealer / installer? notify the subscriber? Is notice to the subscriber sufficient if a message is left on an answering machine or given to an after hour answering service? What if the test signal is not received day after day. For how many days should the central station notify - someone - that the signal was not received?
If you are going to contract for test signals - if you are going to program test signals - if your central station is going to be receiving test signals - then you better make sure you have specific procedure for handling those signals and the failure of those signals to be received. Start by asking your central station for their written procedures, not just for test signals, but all operating procedures. You are the one contracting with the subscriber and agreeing to provide the monitoring - you better understand how you're going to provide that service.
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another question on test signals
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Ken,
Should there be a check box somewhere on the All-In-One indicating the customer has accepted or declined the 24 hour, weekly or monthly test? Also include a box with the associated cost for this service?
Dave Stillman
Penn Security Co., Inc.
Unionville, PA
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Answer
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Not on the All in One but it's something that should be on the Disclaimer Notice. If test signals are required by the AHJ for the system installed and the subscriber doesn't want test signals then you should be sure to note that in your description of services and make the subscriber sign off on it. Keep in mind that there are lots of equipment and services that subscribers routine decline to buy and include with their systems and security services. The Disclaimer Notice lists many of these optional services and the list undoubtedly grows continuously as technology advances.
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