Categories Mean Nothing
This template allows for customers to receive three phone calls in an event of an alarm
What is RP1 Dispatch?
Go in the locations page, add two primary numbers, and one secondary number.
Customer emails in saying that the motion sensor did not go off when they put it in away mode. You see the sensor is paired. What could be two things the customer is doing incorrectly?
1) Could be setup incorrectly physically (90 degrees)
2) The motion sensor after the system is armed in away takes 1-2 mins to warm up to find a baseline. Most customers do not wait.
On the ss2 keypad, if the customer forgets the pin you can hold down menu and delete to reset the pin. How do you reset it on the ss3?
same way, only it allows you to choose a custom pin
Customer email in saying they were able to sync all the components to the ss3 in setup and naming except for the siren. what is the most likely cause?
What is 'batteries misaligned when pulling activation tab?'
How do you confirm if Saturday delivery is possible for a customer paying one day shipping on friday?
1) get the address
2) go to fulfill page, make sure it says UPS Next Day Air
3) check Saturday box
4) create labels
SEND TO US TO MAKE SURE IT GOES OUT SAME DAY
same thing can be done for signature
Using the SS2 keyfob, how do you put the system in home mode?
What is "pres and hold off and away simultaneously for five seconds"
Customer emails in frustrated they received a false alarm with their motion sensor. What are five things that can cause motion false alarms?
What is
1) open windows
2) screen porches
3) lightning
4) garage doors
5) pets
6) bugs
7) hvac furnaces
8) vents
9) motion sensor vibrated
10) Bright Light
Is our smoke detector Photoelectric sensing technology OR ionization sensing technology?
Can It be used for businesses?
If one smoke detector detects smoke, will the other smoke detectors make noise?
Photoelectric sensing technology
No, home use only
No, but the base will alarm no matter what mode.
In the event of an alarm, how long will the video doorbell and simplicam record for if they have the camera subscription?
What is 5 minutes?
How does a customer download the camera clips?
What is
Name the SKU for the keychain and the master keychain?
What is KR2 (keychain remote) and KR5 (master keychain remote) ?
Customer often change the batteries in the base station by putting regular Double As in them. Why should we discourage this behavior?
What is "batteries will explode and people will die?"
The smoke detector is solid yellow and audibly chirping once a minute.
What is "tamper switch?"
have the customer twist off and press the temper switch down with their hand seeing the yellow light disappear then mount it on and twist it.
Customers will often complain the battery is dying and they just had it for a week but if the SD is left on without the tamper switch compressed it will drain the battery.
remember to blank line the Panasonic battery
Customer emails in regarding their permit and it says
Simplisafe Action Required
Customer Action Required
How do you proceed for both?
Simplisafe Action Required: you would inform them that Simplisafe is acquiring the permit. Once we acquire it, we will email them letting them know the amount we will charge that county charges us for the permit.
Customer Action Required: Copy and paste the template and email it.
Add the ss3 base Db with the Ss2 Base Db... what numbers do you get?
What is 180?
ss3 - 95 db
ss2 - 85 db
Customer emails in saying their entry sensor is showing open. What are some good questions that you would ask in order to determine the problem and how would you troubleshoot?
1) What type of surface is it on?
2) Is the magnet lined up properly? (2 inches apart)
3) Have you tried switching it with another sensor?
4) Have you moved it up and down on the door or window?
What is the range of the glassbreak sensor (3 settings) and how do you place it in the home?
What is
High ~20' - 25'
Medium (Default) ~20'
Low ~10-15'
You want to place if facing the window it is trying to protect.
What is normal set of lights on the smoke detector?
what is flashing red every 3-6 mins
how many cameras max on one account?
What is one?
radio frequency our system runs on
What is 300-400 mhz?
What is operating temperature for the alarm System?
What is the operating temperature for the doorbell?
What is the operating temperature for the Simplicam?
System 45-115
Doorbell 4-185
Simplicam 14-104
The customer emails in asking their ss2 system is making 8-10 beeps every time they arm and disarm. How can you stop this?
What is 'Changing the batteries to the aux siren and re-syncing it?'
What does each state of the CO detector mean:
1) Yellow light solid, chirping once a minute
2) Yellow light and chirps together, once a minute
3) Green lights flashes, no sound
What is
1) tamper switch error
2) low batttery
3) normal
When pulling a get for the SS2, on the right hand side you will often see (b:1, e:2). What does the 'e' and 'b' stand for?
what is battery and error?
Customer wants the package held at UPS location. How do you do this?
What is
1)
First Name: Enter both the customer’s first & last name into this field.
2)
Last Name: Instead of a last name, enter "HOLD AT UPS LOCATION"
3)
Address: Enter the address for the UPS location that the customer’s order will be shipped to / picked up at.
always check in with us.