1. How do I obtain an account number?
2. How do I place a new account on-line?
3. What is AlarmNet?
4. How do I cancel an account / service?
5. How do I make changes to an account?
6. What is the difference between supervised and non-supervised openings and closings?
7. Who needs daily test signals?
8. How am I notified of account activity?
9. How do you answer the phone?
10. What is UL?
11. What is IQ?
12. What is DCJS?
13. What is ECV or 2-Call verification?
14. What is the difference between pass code, pass word, code, punch-in number and pin number?
15. Why didn’t SACC call when my alarm activated?
16. What is VOIP?
17. Will SACC purchase my accounts?
18. Can subscribers be notified of non-emergency signals by email?
19. Does SACC offer direct billing to subscribers?
20. What are the billing cycles?

1. How do I obtain an account number?
Call or email mailbox@censtation.com and request an account number. Be sure to give your dealer number and the format you will use to program the control panel. The central station will email you the assigned account and the receiver telephone numbers. Account numbers may be issued 24 hours a day.

2. How do I place a new account on-line?
SACC makes it easy to place an account on-line. If you are a dealer, accounts are put on-line Monday – Friday, 8:00am – 4:30pm.  Just submit all account information, in writing via fax, email or US mail. Information must include account number, name, address, premise telephone number, zone information, contact information and authorities. The account will be made active by end of business that day.

3. What is AlarmNet?
AlarmNet provides communication solutions for residential and commercial fire and burglary applications, supported by a variety of services and products such as cellular, radio and internet. AlarmNet-C is an AlarmNet service that operates over control channel of the cellular telephone network. The control channel has the same coverage as the analog cellular networks but uses full power, has very little traffic and no “system busy” conditions. AlarmNet-i uses the internet to deliver alarm messages to the monitoring center.

4. How do I cancel an account / service?
All accounts that no longer need to be monitored must submit written notification from the installing dealer. Notice must include the account number, name and address to ensure accuracy. Please submit account cancellations to our Central Station Monitor, Pat Morse.

5. How do I make changes to an account?
Account changes can be made 24 hours a day. Some account information can be changed with verbal authorization or pass codes such as contact telephone numbers, zone descriptions, and temporary zone instructions that do not exceed 48 hours. Other information is so critical that it is necessary to have changes in writing such as pass code changes, permanent zone instructions and account cancellations.

6. What is the difference between supervised and non-supervised openings and closings?
Non-supervised openings and closings send open & close signals to the account history but not to the operator’s attention. Therefore the premise can be opened and closed without restrictions. A report should be made available to the subscriber so they may monitor past events. Supervised opening & closing accounts are set up with specific open & close times. When the open/close signals are sent to SACC outside the scheduled time, the signals automatically go to the operator for a predetermined action. This usually includes notification of contacts and if no contact is made police may be dispatched.

7. Who needs daily test signals?
All UL listed accounts and commercial fire systems must have daily tests. All high security systems should be programmed for daily test signals to ensure that the transmission path is operational at the time of the test signal.

8. How am I notified of account activity?
The installing dealer should look up alarm activity through MASWeb and generate a report if needed. Operators can perform this service for a fee.

9. How do you answer the phone?
Operators answer the phone “Monitoring station, this is (use first name).” If it is during an emergency operators will answer “Monitoring station, this is (first name)…Do you have an emergency?”

10. What is UL?
UL or Underwriters Laboratories is a well-known independent, not-for-profit product safety testing and certification organization. UL has developed safety standards to ensure public safety and confidence and improve quality and services. UL representatives perform yearly, unannounced inspections to ensure compliance. SACC has been a listed company for many years. Ask for a copy of our certificate.

11. What is IQ?
IQ is a certification board that certifies or awards electronic security companies that have demonstrated proven techniques to reduce false dispatches. Companies must adhere to strict installation and/or false alarm prevention guidelines. They must agree to a stringent code of ethics. Must have top-notch maintenance and service programs. They must train their employees in industry-recognized programs. They must meet all licensing requirements and have proper insurance coverage. SACC is an IQ certified central station.

12. What is DCJS?
DCJS or Department of Criminal Justice Services – Private Security Section, is a VA Commonwealth agency that is involved in all the aspects of registration, certification and licensure for the private security industry that includes electronic security. DCJS – Private Security Section is responsible for processing applications for registration, certification and licensure, ensuring that each individual and/or business meets the Code and Regulation requirements. These includes training and a federal criminal background check and a code of ethics. SACC is a DCJS licensed company. Visit the DCJS website for detailed regulation requirements.

13. What is ECV or 2-Call verification?
Enhanced call verification or 2-call verification is a procedure that the central station operator follows when a burglary signal comes to an operator’s screen. The operator will call the premise and a second phone number to verify if a police dispatch is necessary. If no contact is made then local authorities are dispatched immediately. ECV is a recognized procedure by the IACP and multiple other associations as a known factor in reducing false dispatches. ECV is a requirement for all burglary systems in the Commonwealth of VA unless special steps are taken to “opt out.”

14. What is the difference between pass code, pass word, code, punch-in number and pin number?
A pass code and pass word are interchangeable and is used when you want to give or receive information or cancel and prevent a dispatch. Pin numbers and punch in numbers are often the same and they are the numbers entered at the keypad to change status. Sometimes they are also the pass code.

15. Why didn’t SACC call when my alarm activated?
There could be many reasons why SACC did not call or get through to the subscriber when the subscriber believes the alarm system was activated. Some panels are programmed to delay transmission of all signals to the central station for a few seconds and if the punch in code is entered at the keypad, the transmission is aborted. The control panel could still be transmitting signals and the central station received a “busy” signal  if the subscriber has call waiting. Sometimes phone lines are not working, lines could have been cut or out of order. Other reasons could be that the system was not armed, or the system could be programmed incorrectly or in a non-active status. The first step should always be to call the Central Station Manager and begin an investigation.

16. What is VOIP?
Voice Over IP, is a system for using a broadband internet connection for making telephone calls. VOIP is used in place of a normal wire line telephone. Most alarm panels will not transmit properly in the VOIP environment. It may be necessary to install a special communicator for the alarm system to operate.

17. Will SACC purchase my accounts?
Please call our President for details.

18. Can subscribers be notified of non-emergency signals by email?
SACC understands the busy and varied schedules of subscribers. Therefore we encourage email notification of non-alarm signals such as system trouble, low battery, and loss of power signals so subscribers can make necessary arrangements at their convenience.

19. Does SACC offer direct billing to subscribers?
Yes. SACC understands how difficult and time consuming it is for many installing dealers to ensure proper and timely billing of their services. Therefore SACC can, for a nominal fee, direct bill dealer’s subscribers. Please contact the management staff or the Accounting Department if you want this service.

20. What are the billing cycles?
SACC knows that each dealer and sometimes each account has unique billing issues. Therefore we offer a variety of billing cycles from monthly to yearly. Please contact the Central Station Manager or the Accounting Department for more details.