IMPORTANT NOTES

The 24 Hour Emergency Call Out Service is for assistance to EXISTING customers outside of our normal working hours and during these times may be accessed via:

• Our normal office number 01462 422500

When calling the office number out of hours, you will be transferred to the duty engineer in the event of an emergency situation or you may leave a message on an answering machine which will be dealt with when the office re-opens. Our normal working hours are Monday - Friday from
9.00 a.m. until 5.00 p.m.

What does this service cover?
Out of hours duty engineer support is strictly FOR EMERGENCIES ONLY, i.e. non-operational systems, bells ringing which cannot be stopped, resets of remote signalling alarm systems, non-responsive or ‘crashed’ controls.

Any problems with systems which are still operational will be dealt with during the normal working day, either via the above HELPLINE number or if an appointment for a corrective service visit is required. Appointments for Corrective Maintenance should be made with our office staff Monday - Friday from 9.00 a.m. until 5.00 p.m.

False Alarms
Where customers with alarm systems are experiencing more than one false alarm on the same zone, the customer should ‘omit’ that zone when setting and report the problem to our office during normal office hours. Assistance with omitting can be obtained from our HELPLINE staff.

PLEASE DO NOT TRANSFER TO THE EMERGENCY SERVICE OUT OF OFFICE HOURS UNLESS YOUR SYSTEM IS NON-OPERATIONAL. EMERGENCY CALL OUT STAFF ARE UNABLE TO MAKE DAYTIME APPOINTMENTS AND YOU MAY BE BLOCKING THE LINE TO CALLS OF AN URGENT NATURE.

For your information, under normal circumstances, we try to work to the following response times:-

• EMERGENCY SITUATION: Within 4 hours

• NON URGENT ALARM RESETS: During the same working day

• SERVICE VISITS TO INVESTIGATE RECURRENT PROBLEMS: Within 16 working hours

• NON URGENT REPAIRS Within 16 working hours

During storms/inclement weather conditions when electronic systems are more susceptible to activations, response times may increase, depending on engineer workloads.

Your co-operation with the above is appreciated to enable us to provide a speedy and reliable emergency service.