FREQUENTLY ASKED QUESTIONS
I have had building alterations done to my premises and may need additional protection. Who do I need to inform?
Contact our Customer Care Division of Sales on 0861 585 585 or email firstname.lastname@example.org arrange for a security professional to visit your home or business. It is vital that you call us in to re-evaluate your risk profile.
How do I test my alarm?
Contact our Control Centre and request to test your alarm. Our peak times are from 07:00 – 09:00 & 16:00 – 18:00. We advise all clients to test their alarms outside these periods. The operator will explain the process to you.
What do I do if I have a technical problem with my alarm?
Please refer to the alarm system user guide section for more information on your alarm system. Alternatively, you can contact our Technical Services department on 0861 585 585, to book a technician. Calls can be logged with our Control Centre after-hours, but preferable to be done during office hours with the Technical Department.
What do I do if I have a technical problem with my alarm system and Atlas did not install my alarm?
You may contact our Technical Department for assistance.
What can I do if I need a technician urgently eg. during the night after a burglary?
You will be able to request an emergency after hour’s technical call, which will be charged at the current after hour’s rate.
What do I do when the power goes off and my alarm starts beeping?
Punch in your four digit code. It is the alarms way of informing you that the power to the system is cut and the alarm is running on your battery.
How do I ensure that my alarm is working properly?
We require you to test your alarm system at least once a month to ensure that our Control Centre receives all radio and/or telephone signals.
What is a false alarm?
A false alarm occurs when an alarm system is set off and the reaction units are dispatched when there has been no intrusion or emergency situation. User error is the number one cause of false alarms (87% of all false dispatches are due to user error).
What can I do to prevent false alarms?
Tips to prevent unnecessary callouts:
Familiarise yourself thoroughly with your alarm system – but have a list of operating instructions handy.
Never provide a key to your property to someone who is not familiar with the system.
Service and maintain the system regularly before false alarms occur.
On leaving your property lock all protected doors and windows.
Keep pets away from areas with motion sensors, unless they are pet-friendly.
Attend to drafts which may move plants and curtains.
Notify Atlas of changes to your telephone service (call waiting, exchange locking or fax line) or if you get a new area code or number.
Insects cause false alarms – spray regularly around sensors.
Only let a registered alarm installer work on your system. Choose a company that is a SAIDSA member. Visit SAIDSA at www.saidsa.co.za
When a false alarm occurs – don’t panic! Enter your disarm code carefully to reset your alarm. Do not leave until you have given your PassCode (this is different from your disarming code) to Atlas Alarm Control.
Can I have an alarm system if I have pets in the building?
Yes you can, thanks to a new range of pet-friendly sensors, which afford a high degree of immunity from pet-induced false alarms.
What do we do if we recently had a burglary and the insurance company requires a report?
Please send your request to our Customer Care Division in Control Centre via fax to 041 401 2233 or e-mail email@example.com.
Do I need to notify you if I'm going away on holiday?
Yes, we would advise that you notify us, especially if we need to follow any special instructions while you are away. When our Control Centre contacts you with feedback on alarm signals, they will always phone the landline first and then the cell phone number. If we know that you are away from home, we know to contact you directly on your cell phone or any other number specified by you.
How do I update my key holder and/or personal details?
What do I do if I need an additional sign board or if I need to replace my sign board?
Contact our Control Centre on 0861 585 585 to arrange this.
I have dogs on my premises; do I need to notify you of this?
Yes, please notify our Control Centre via e-mail firstname.lastname@example.org or via fax on 041 401 2233. Please include your name, surname and account number and give us a description of the dogs and verify if the dogs are vicious.
What do I do if I have an emergency?
Pushing your panic button will alert our Control Centre about your emergency immediately. Alternatively, you can call our Emergency line on 0861 585 585, and communicate with our Control Centre.
Before I go away on holiday do I need to test my alarm?
We advise that you test your alarm two months in advance, to prevent a delay in attending to technical call outs. This is especially important during our peak period in November and December, when we experience an influx in technical requests.
I want to add additional protection to my existing alarm. Who do I contact?
Contact a Sales Consultant from our Sales Department on 0861 585 585.
I have moved into a house that has an existing alarm system. How can I get connected to make use of your services?
Contact the Atlas Sales department on 0861 585 585 to schedule an appointment with a Sales Consultant.
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