GoSafer's Frequently Asked Questions
The following are the most frequently asked questions we get from our clients. We hope you find answers to your questions here. Please give us a call if you still have questions. We will be more than happy to answer any of your questions.
Do you provide home protection to renters?
Yes, Go Safer Security definitely caters to renters. Since our home alarm systems does not use wires or phone lines, they are simple to set up and even easier to remove and take with you when you move. We will not lock you into a long monitoring contract and we won't charge you if you move.
Do you offer security for my small business?
Yes, Go Safer Security offers an excellent monitored security solution for your business. Special features that are perfect in a business environment are:
- Text/email alerts to your computer or smartphone
- Free mobile apps
- Live video surveillance
- Interactive capabilities, to let you monitor traffic at your business, inform you of employee arrival and departure times, etc.
Why do I need a monitoring service? Doesn't the noise of an alarm scare the bad guys away?
A noisy alarm could possibly scare some burglars away. However, research shows that most burglars know they only have to gain entry and disable the Control Panel. Alarms alone don't keep you very safe. You need a security system that takes action in case of emergency – notifying both you and the proper authorities. This response is especially critical if you are away from home, or disabled. In the case of fire or other dangers (non-burglary), a noisy alarm won't do much good at all.
Can I arm or disarm my security system remotely? What options do you offer?
Yes. Go Safer Security systems are interactive, which means you can access and control your system in a variety of ways. Most customers love our online access via computer, PDA or smartphone. We also offer a convenient Keychain Remote that allows you to arm or disarm the system from outside the house. This handy device also lets you turn on lights before you enter the house, and includes a Panic Alarm in case of emergency. It's the most convenient way to stay safe!
I don't have good cellphone reception in my area. Is that a problem for your system?
The Go Safer Security Control Panel needs only a low-frequency signal to reach the Monitoring Center. It's a much lower frequency than required for a voice conversation over a cellphone. We use several cellular networks to maximize coverage, and will confirm that there is sufficient signal strength in your area before completing your order.
Does your wireless system work on my home Internet Wi-Fi network?
You don't need a home network for our security system to work. All communication between Go Safer Security sensors, Control Panel and Monitoring Center is built into the equipment itself. However, to utilize our video monitoring you do need a broadband connection.
What if I’m not certain about buying a system? Do you have a trial period?
We offer an unprecedented 30-day trial period, risk free. Use our system for 30 days and decide if it’s right for you. There is no restocking fee, and we even cover the return shipping.
Can I add additional equipment later?
Yes, our home security system is flexible and allows you to add new equipment at any time.
How do I select the right equipment?
Start with the points of entry: 90% of break-ins occur through the front or back door, so ensure that all accessible doors have sensors. Ground floor windows may be protected by individual sensors, motion sensors, or glass break sensors, depending on the layout of your home or business.
Visit the Go Safer Security Interactive House to see how various sensors work throughout the home. We also offer videos and tutorials on each individual piece of equipment. You may choose to start with an Equipment Package, to which you can add any other devices you want. Or build the system "from scratch." If you decide to order more sensors or components later, you can do so with no change to your monthly monitoring fee.
Go Safer Security is truly a customized alarm system, so just call us and speak to a consultant. We'll help you build the right security system for you.
Can you protect my house against flooding or burst pipes?
Yes, as described in the question above, Go Safer Security offers comprehensive security options that include sensors to detect the presence of water, or freezing temperatures. We refer to these hazards as “Environmental.” Our Carbon Monoxide (CO) sensor is included in this group. All Go Safer Security monitoring plans automatically cover you for environmental dangers at no extra charge. Environmental protection is especially important when you’re away from home. With an interactive monitoring plan, you’ll automatically be notified if a sensor detects trouble. Then you can act quickly and avoid costly damage to your home.
I no longer have a house phone, do I need to cancel my monitoring?
It is no longer necessary to have a landline phone line for an alarm system with professional monitoring. If you would like to cancel your monitoring service with Go Safer Security send an email request to [email protected]
Will a sensor malfunction result in police response? What about a tamper?
For a sensor malfunction we will only call the number. For a tamper, if we do not reach you at either of your two verification phone numbers, we will dispatch the local authorities.
What are the standard operating procedures for dispatch?
There are different standard operating procedures for dispatch for Burglary, Fire, Panic, and Medical alarms. (These apply to both Residential and Commercial accounts). Standard Operating Procedures for Burglary Dispatch:
The Central Station is required to call the two verification phone numbers, before dispatching. This is to prevent false alarms and to verify whether the alarm is false or not. If a false alarm (master) passcode is given at either number, then no more calls will be made on the alarm.
If there is no answer at either number, or if the person who picks up the phone gives the fake password, a wrong passcode, or no passcode, then the Police will be dispatched.
After the Police are dispatched, the persons on the notification-only list will be called and notified of the alarm and dispatch.
Standard Operating Procedures for Fire Dispatch:
- The Central Station will dispatch the Fire Department first.
- Then the persons on the notification-only list will be called.
- Standard Operating Procedures for Panic or Medical Dispatch.
- The Central Station will dispatch either the Police Department or the Ambulance (depending on what kind of Panic signal came through).
- After dispatch, the notification-only list will be called.
Requests for changes to these standard operating procedures must be submitted to the Monitoring Department at Go Safer Security, or directly to the Central Station, by calling 800-678-5432.
What is a High Priority Signal?
A high priority signal is a signal that receives immediate response. The highest priority is a Fire signal, followed by Medical, then Duress/ Holdup/ Panic. Signals that come to the Central Station are responded to in order of priority, so if a low priority and a high priority signal come through at the same time or are both in queue, waiting for response, the high priority is acted on first.
As an emergency contact what do I do in the event there’s a false alarm?
False alarms are far less frequent with a Go Safer Security System, particularly if the system is a Plug & Protect™ system. When an emergency contact is called in response to a "trouble signal", then our central station monitoring operator will ask the emergency contact whether they happen to already be on the premises and can determine whether it is in fact a false alarm. If the emergency contact has the proper passcode they can disarm the system and stop the emergency response. If the emergency contact does not have the proper passcode, then that person will be asked to help us to get in contact with the system owner. It is not the emergency contact's responsibility to solve the problem. Their only responsibility is to help us get in touch with the owner of the system.
What are the responsibilities of an emergency contact?
The emergency contact (aka, a "Responsible Party") could be called upon to notify the owner of the alarm system, that the system reported a "trouble signal". We contact the emergency contact to do this if we cannot reach the owner directly ourselves.
A "trouble signal" could be the result of a fire, flood, frozen pipes or an intruder, or possibly a false alarm. In the infrequent case that the alarm does report a "trouble signal" we will contact the system owner, the authorities, and possibly an emergency contact like you. An emergency contact will never be asked to go to the premises. Instead, the emergency contact can be very helpful in locating the system owner so we can work with that owner to resolve the "trouble signal".
What is a Medium Priority Signal?
A medium priority signal is a signal that receives fast response but is not as urgent as a high priority signal. The first medium priority signal is a Critical Environmental signal, such as Carbon Monoxide, followed by Burglary signals, which include Door/ Window Sensors, Glass break Detectors, Motion Sensors, and Vibration Detectors. Signals that come to the Central Station are responded to in order of priority, so if a low priority signal (like a low battery) and a medium priority signal are both in queue, waiting for response, the medium priority is acted on first.
What Should I Do If I Move?
If you move and need to change the Monitored Address on your account, please let Go Safer Security know as soon as possible. If you take your alarm system with you, be sure to call the Central Stations at 800-678-5432 to place your system on test so that you don't risk activating any false alarms while you are taking down your sensors. Also, make sure that you have your account number and master/false alarm passcode ready for verification.
Call the Monitoring Department at 800-678-5432 or email [email protected] to let Go Safer Security know that you are moving, and a Monitoring Specialist will help you make this change. You will be asked to sign a cancellation form for your old address, and to sign an updated monitoring agreement for your new address. We will also schedule an activation appointment with you to test signals at your new location, and make any other updates to your Monitoring Information Profile.
Any pre-paid amounts can be used at your new address, and your updated monitoring agreement will be for the remainder of your initial term (or monthly, if you have completed your initial term).
If you leave your alarm system behind for any new homeowners and refer them over to Go Safer Security, then you can earn three free months of monitoring. At your new location you can either purchase a new system for your home or possibly use an existing system that may already be installed, and which may be monitored by Go Safer Security. To find out if Go Safer Security can monitor an existing system, please call us at 800-678-5432. Both you and the new homeowner will need: an activation appointment to test signals on the alarm system, updated monitoring information, and updated monitoring agreement to activate service.
Does an electronic bill require payment or is it merely a statement?
Accounts that are set up for automatic payments are emailed a receipt of their payment when the transaction has gone through successfully. These emails usually have “Go Safer Security: Cash Sale #...” in the subject line. Upon opening the attachment, you will be able to see “Payment Method” (the type of card you are using) and the last four digits of your card. These emails are just for your records and require no action on your part.
In the event your credit card should decline a charge, our staff would contact you and may need you to contact your bank or update your billing information with us. If you know that your credit card information has changed, you can let us know in advance. Please see the article "How Do I Update My Billing Information?"
As an emergency contact what do I do in the event there’s a false alarm?
take out what I have highlighted and put period after system. False alarms are far less frequent with a Go Safer Security System. particularly if the system is a Plug & Protect™ system. Particularly if the system is a Plug & Protect™ system.
General System FAQs:
How does my Go Safer Security alarm system work?
The alarm system may be armed in the "Away" or "Stay" mode. Once the system is activated, each monitored zone has the ability to recognize a violation. Once a zone has been violated, the alarm system then dials Go Safer and transmits the message through a telephone line or through a cellular device. Once the signal is received, the alarm system will wait to send another message if another zone is tripped. Entering the code and turning off the system will end this process.
Sensors: Small devices placed around a home or business, which detect signs of trouble. Different sensors "watch out" for different things and trigger an alert if it happens. For example, some trigger if a door is opened, if glass is broken, if there's movement in the room, or if they detect smoke. When triggered, the sensor sends an alert signal to the Control Panel.
Control Panel: The heart of the alarm system, which manages all sensor activity and sends alerts to the Monitoring Center. You use the Control Panel to arm or disarm the alarm system, as well as to customize your settings.
Monitoring: Every alarm system should be monitored 24/7, in order to respond to alerts from the Control Panel. When alerts come in, the monitoring team contacts both you and the proper authorities, to quickly keep your home and family as safe as possible.
Why is my motion sensor providing false detections?
A motion detector may activate falsely for several reasons. It could be the result of improper installation of the device, such as placing it above a heater or furnace. A false detection could be caused by the movement of objects such as balloons, blinds, and curtains within the range of a motion detector. If false alarm activations continue the motion detector may require relocation or adjustment by a Go Safer Security technician.
If I lose electric power, will my alarm system still work?
Yes. In case of a power loss, the back-up battery will activate to maintain your alarm protection for several hours. In the event your battery is low, a low-battery signal will be sent to your Customer Monitoring Center so you can be notified.
What is an undefined signal?
Your alarm system is capable of sending many types of signals to Go Safer Security, which is why our technicians perform rigorous testing during the installation process. In very rare cases a system will send a signal that is not clearly defined to our database. This will require us to update our information.
Why does my keypad display "not ready"?
Your keypad is informing you that the alarm system is not ready to turn on (arm). Common reasons for this are that a door or window is not completely closed, a motion detector may be sensing movement, or a previous alarm has not been cleared out of the memory. Once you correct the condition, the alarm system will be ready to arm.
Service Related FAQs:
What should I do if my technician does not show up as scheduled?
Your time is important and our technicians strive to arrive promptly as scheduled. If we miss an appointment and have not contacted you, please call 800-467-2337 and press zero to get a live person on the phone.
If there is a problem, can you turn my system off from the Go Safer Security offices?
No. Your system is an independent unit and can only be turned off at your control touchpad.
If I have an emergency, should I call Go Safer Security first?
No. If you have an emergency, call 911 first. If you are unable to call 911, then depress the panic or fire alarm button on your touchpad, and Go Safer Security will request emergency services.
What if my system isn't working right?
Go Safer Security will be happy to investigate any problems you're having with your equipment. Just call 800-467-2337 for any service-related issues.
My alarm went off accidentally, but I quickly put in the code and shut it off. I expected a call from Go Safer Security, but no one called. Why not?
The system allows a brief period for you to turn off your system before an alarm signal is sent to the Customer Monitoring Center. This gives you enough time to cancel the signal and prevent a false alarm.
When my system was installed, I wrote a check to Go Safer Security, but it's not reflected on my first bill. Is there a problem?
Sometimes, because of billing cycles, your first bill is issued before the payment has been posted. The payment should appear on your next bill.