Support Center
Reach a real person 24 hours a day. Below you will find how to contact us by phone, text and email, the forms that handle the most common account changes, and downloadable user guides for the panels we service.
24/7 Support: 845-418-3577
Before you contact us
Your alarm account is protected the same way your bank account is. Whether you call, text or email, our operators and technicians have to confirm who you are before they can act on a request or release any information about your system.
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How we protect your account
Call
845-418-3577
24 hours a day, every day. Use the menu below to reach the right team the first time.
Text
845-418-3577
Text the same number. Include your name and service address, and never send your password by text.
[email protected]
Best for non-urgent service requests. Expect a reply the next business day.
Phone support: choose the right option
| Press 1 Monitoring Center |
Only two reasons to press 1: to cancel a dispatch after an alarm, or to put your system on test before you work on it. The monitoring center cannot troubleshoot equipment, change your account, or book a service call. |
| Press 2 Sales |
Questions about new equipment, adding to an existing system, or booking a free site walk-through. |
| Press 3 Billing |
Questions about an invoice, a payment, or your monitoring agreement. |
| Press 4 Service |
This is technical support. A trouble light on the keypad, a zone that will not clear, a beeping panel, a system that will not arm, or anything that needs a technician. Press 4 and you reach our technical support team. |
Not sure which to choose? If your alarm is sounding right now or the monitoring center has already called you, press 1. For anything else about how the system is behaving, press 4.
Fax: 1-855-600-3577
Forms
The quickest way to make a change to your account. Once a form is submitted we contact the people on your call list to verify the request before we act on it, so no change is ever made on the strength of a form alone.
| New Account Setup | New customers start here. This form has to be completed before monitoring can be activated on your system. |
| System On-Test Schedule | Putting your system on test stops a signal from being dispatched while you or a contractor work on it. Submit the form at least one business day ahead where you can. If the work is starting right now, call 845-418-3577 and press 1. |
| Update Call List | Add, remove or reorder the people we contact when your alarm activates. Changes are only accepted from a verified account holder, and we confirm them with your call list before they take effect. |
| Alarm Insurance Certificate | Proof for your own insurance carrier that your system is professionally monitored. Many carriers offer a premium discount for one. This is not the same as a certificate of insurance for our liability coverage, below. |
| Fire Alarm Inspection Request | NFPA 72 requires a full inspection and test of your fire alarm system every twelve months. Property managers can book one here. Plan for the horns and strobes to sound during the test, and for us to need access to every area the system protects. |
| Equipment Rental Request | Reserve audio, projector, TV or temporary internet equipment for an event. Pick one or more packages, and tell us the pickup and return times. A request is not a booking until the office confirms it by email. |
| Certificate of Insurance | For contractors, landlords and property managers who need a certificate for our liability coverage, including additional insured and waiver of subrogation. If you are a customer looking for proof that your own alarm system is monitored, use Alarm Insurance Certificate above. |
User guides
Download the user guide for your panel. Not sure which one you have? The model is printed on the panel itself, usually inside the metal enclosure, and our technical support team can identify it for you on the phone.
| DMP XTLplus | System User Guide · PDF, 44 pages |
| DMP XT30 | XT30 / XT50 System User Guide · PDF, 51 pages |
| DMP XR150 | XR150 / XR550 System User Guide · PDF, 65 pages |
| Honeywell VISTA-20P | VISTA-15P / VISTA-20P User Guide · PDF, 64 pages |
| Honeywell VISTA-128FBP | VISTA-128FBP / VISTA-250FBP User Guide · PDF, 80 pages |
| Silent Knight 6820 | 6820 / 6820EVS Installation and Operation Manual · PDF, 184 pages |
Looking for a guide that is not listed? Call 845-418-3577 and press 4, or email [email protected] and we will send it to you.
Still stuck? Talk to a technician.
Our technical support team is available 24 hours a day. Call 845-418-3577 and press 4, and have your account address and password ready.
Read the FAQ