| I
don't have a DDD alarm, but I want you to maintain it for
me, can you do this?
Can you maintain other security equipment
(i.e. CCTV systems) not just intruder alarms?
What do DDD offer in their contract?
I want to make a query regarding my contract,
what do I do?
How often do I have a routine service?
Is it chargeable?
I
am going away is there anything I have to do before I go?
A keyholder will not be available how do I change
this temporarily?
How do I change the keyholder list permanently?
How many keyholders can there be for one site?
I
have received a Direct Direct mandate, do I have to do this?
I want to set up a Direct Debit mandate,
how do I do it?
How can I pay my bill?
My
alarm is going off what do I do?
What do I do if my alarm is activated during
office hours?
What do I do if my alarm is activated outside
office hours?
I don't have a DDD alarm, but I have a problem
can you help?
Is
there a charge for a survey of my premises?
I want an alarm/CCTV/access control/pa/smoke
system, how do I go about it?
What
happens if there is a power cut?
Work is being carried out at my premises,
do I need to inform you?
I'm having alterations to my phone system,
do I need to advise you?
What are the DDD office hours?
Will my pet(s) set off the alarm?
I
don't have a DDD alarm, but I want you to maintain it for me,
can you do this?
We can offer maintenance contracts for most systems, although
we do like to complete a survey of your site before agreeing
to maintain it. If you give our office a call and ask to speak
to a surveyor you can organise a suitable time for a visit to
your premises. You will receive expert advice from one of our
highly experienced surveyors, who will also be a member of our
management team and not a salesman.
Can
you maintain other security equipment (i.e. CCTV systems)
not just intruder alarms?
Yes, we do offer contracts for other types of security equipment.
If you give our office a call and ask to speak to a surveyor
you can organise a suitable time for a visit to your premises.
You will receive expert advice from one of our highly experienced
surveyors, who will also be a member of our management team
and not a salesman.
What
do DDD offer in their installation contract?
Our contract offers access to 24 hour callout facility, reduced
rate callout charges, cover by the NACOSS certificate (this
may be useful for insurance purposes and some insurance companies
offer a reduction if a valid maintenance agreement is in force),
and annual or half-yearly inspections (dependent on system
installed).
I
want to make a query regarding my contract, what do I do?
Our contracts department will be happy to help you if you
call our office.
How
often do I have a routine inspection? Is it chargeable?
For remote signalling systems using DIGI, RedCARE or RedCARE
GSM we complete two routine inspections each year. For all
other systems that are maintained, one routine inspection
is completed each year.
Routine inspections are non chargeable, they are included
for within the maintenance agreement.
I
am going away is there anything I have to do before I go?
If you are going away ensure that your keyholders have current
access codes and are aware of the full operational procedures
to prevent false alarms. If your system is monitored make sure
that the keyholders have the password and that we have the most
up to date keyholder list, including any temporary changes.
A
keyholder will not be available how do I change this temporarily?
If a keyholder is unavailable for a period of time, we always
need to receive details in writing. You can do this by either
downloading the keyholder form and post or fax it to us, or
send us a letter by post or fax on letter headed paper. If
using a keyholder form simply enter the information requested,
advising us of temporary keyholders and dates. If writing
to us we require the name of the person who is temporarily
unavailable, their position in the list and the dates and
times that they are unavailable from and to. If necessary
a replacement contact name should be supplied with their telephone
number, mobile number if available and the position that they
will be in the list. Please note: the Police require all keyholders
to reside within 20 minutes travelling distance.
How
do I make changes to the keyholder list permanently?
If you want to make changes to your keyholder list, we always
need to receive details in writing. You can do this by either
downloading the keyholder form and post or fax it to us, or
send us a letter by post or fax, on letter headed paper. If
using a keyholder form simply enter the information requested,
advising us of new or deleted keyholders. If writing to us
it is always more efficient to send us a new revised list,
to ensure that we have the most up to date information, advising
us of new or deleted keyholders. Please
note: the Police require all keyholders to reside within 20
minutes travelling distance.
How
many keyholders can there be for one site?
There is no limit to the number of keyholders that you can
have! However, we do always like to have three keyholders
on the list, and a minimum of two.
I
have received a Direct Direct mandate, do I have to do this?
No. It is offered purely for convenience and is left entirely
to each individual.
I
want to set up a Direct Debit mandate, how do I do it?
You can call our office and speak to someone within the accounts
department who will advise you.
How
can I pay my bill?
We accept cash, cheques and BACS payments.
My
alarm is going off what do I do?
Try entering your code to silence it. If this does not work
successfully contact our office for advice.
What
do I do if my alarm is activated during office hours?
Call our office and ask to speak to someone within the service
department, who will advise.
What
do I do if my alarm is activated outside office hours?
Call our office, where you can obtain the emergency telephone
number from the recorded answer phone message. This number
will transfer you to our message desk, where you can give
details and they will notify an engineer.
I
don’t have a DDD alarm, but I have a problem can you
help?
During office hours we will be happy to advise you; call our
office. Out
of hours you must set-up
an arrangement with our duty engineer and agree to settle
any payment in full with the engineer on the visit.
Is
there a charge for a survey of my premises?
No there isn’t. We
offer free surveys where you will receive expert advice from
one of our highly experienced surveyors, who will also be a
member of our management team and not a salesman.
I
want an alarm/CCTV/access control/pa/smoke system, how do
I go about it?
If you give us a call and ask to speak to a surveyor you can
organise a suitable time for a visit to your premises. You
will receive expert advice from one of our highly experienced
surveyors, who will also be a member of our management team
and not a salesman.
What
happens if there is a power cut?
The standby battery within the control panel will automatically
take over. This will last for a period of time dependent upon
the size and design of the system. Once the power comes back
on the system should revert back to the mains power supply.
If you experience any problems do not hesitate to contact our
service department for advice.
Work
is being carried out at my premises, do I need to inform you?
If the work interferes with the alarm system yes, we should
always be advised.
I’m
having alterations to my phone system, do I need to advise
you?
For remote signalling systems, yes. Contact us prior to the
work being done as this may interfere with the monitoring
and signalling of your alarm and jeopardise the performance
of your alarm system.
What
are the DDD office hours?
Our office hours are from 9.00am until 5.30pm Monday –
Friday. For emergencies outside office hours please call the
office, where the recorded answer phone message will advise
you.
Will
my pet(s) set off the alarm?
Yes, if they are not within an omitted area.
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