This article outlines the automated process Securitas will take when contacting keyholders in response to alarm events for customers on Pro and Pro Standard (Formally Pro with Camera Recordings) monitoring plans. This update is designed to improve response time and efficiency during alarm events.

Overview of the New Process

Previously, our team would manually contact keyholders in the event of an alarm. Now, we've implemented an automated system that initiates these calls, ensuring quicker notification to Keyholders.

How It Works

1. Alarm Trigger: When an alarm is triggered at your property.

2. Automated System Activation: Our system automatically starts calling the designated keyholders.

3. KeyHolder Response: Keyholders will receive an automated call and can respond as instructed.

   The automation states that the call is from “Securitas / Southern Monitoring Services”.

4. No Answer: If you or your keyholders are unable to answer, the system will leave a voicemail message as well as an SMS message with details of the alarm. The message will state it is from “Securitas / Southern Monitoring Services”. 

Benefits of Automation

• Faster Response Times: Automated calls are initiated immediately, reducing delays.

• Increased Efficiency: The automated system ensures consistent and reliable contact with keyholders.

• Improved Security: Faster notifications lead to quicker responses to potential security threats.

KeyHolder Responsibilities

• Keyholders must ensure their contact information is up-to-date in our system. This guarantees they receive timely notifications in case of an alarm event.

​

Frequently Asked Questions

Q: What should I do if I receive an automated call?

A: Please follow the instructions given by the automated system.

• Press 1 to acknowledge you have received the call and will take action.

• Press 3 to acknowledge you are not available to take action (calls will continue to next keyholder)

• Press 7 to be transferred to an operator.

• Press 9 to repeat the options.

Q: How do I update my keyholder information?

A: You can update your keyholder information through the SimpliSafe Mobile app by following these steps: 

• Navigate to ‘My System’ 

• Select ‘Location Settings’

• Scroll down and select ‘Emergency Contacts’ 

• You can now update existing Primary or Secondary Contacts or add new ones

Q: What if I miss the automated call?

A: The system will attempt to reach all keyholders. If no Keyholder is able to answer, the automated system will retry all Keyholders after a short period of time. 

For further assistance, please contact our support team.