hurricane assistance - frequently asked questions
- I am an Interface customer. The security of my business and/or home has been compromised by the hurricane. How do I know if the alarm signals from my security system(s) are still being monitored?
- My building and/or home has been without power since the impact of the storm. Will my system still work once the power is restored?
- What if my system is not working? How do I resume service?
- If my system is sounding an alarm, will the police and/or fire department still respond?
- My keypad indicates there is a problem or error and I can’t find my User’s Manual. What should I do now?
- What if my system is damaged and requires maintenance by a qualified technician?
- How can I test my alarm system to see if it is still working?
- Will I continued to be billed or be penalized for discontinuing my service before the ending date of my service agreement?
- Is there some way of getting temporary protection for my home or business until permanent solutions are in place?
Q: I am an Interface customer. The security of my business and/or home has been compromised by the hurricane. How do I know if the alarm signals from my security system(s) are still being monitored?
A: Our Secure Operations Center, where we monitor your alarm system, stayed in full operation throughout the hurricane and we have been monitoring continuously around the clock for alarm signals from customers’ security systems. While most systems were affected by the loss of power and disruption of phone service, we are starting to experience restoration signals and are receiving calls from customers seeking service to the systems in your area.
Q: My building and/or home has been without power since the impact of the storm. Will my system still work once the power is restored?
A: Most systems will restart themselves when the power is restored. In some cases the arm/disarm code for the system may revert to the master code issued to you at the time of installation.
INTERFACE systems are also equipped with a rechargeable battery which should recharge within 8-12 hours after power has been restored. If power has been restored to your area for a period of 48 hours and your system continues to show a low battery, please contact us at 866.543.1246 to schedule an appointment and we will make every effort to be there promptly.
If you cannot occupy your home or business due to damage or other circumstances, please contact us and let us know when you might expect to, and to ensure you are protected while your home or business is unoccupied.
If we can do anything to assist you in the meantime, please don’t hesitate to contact us.
Q: What if my system is not working? How do I resume service?
A: Again, please contact us at 866.543.1246 to schedule an appointment and we will make every effort to be there promptly. If you cannot occupy your home or business due to damage or other circumstances, please contact us and let us know when you might expect to, and to ensure you are protected while your home or business is unoccupied.
INTERFACE will provide all the flexibility possible to ensure that you will be accommodated during this crisis. Again, provided your alarm system is getting power and telephone service, we will continue to monitor your alarm system.
Q: If my system is sounding an alarm, will the police and/or fire department still respond?
A: Most police and fire emergency services are accepting alarm notification requests for dispatch from alarm companies, however as you can imagine, many of the agencies in the affected areas have been overwhelmed by requests for help.
Q: My keypad indicates there is a problem or error and I can’t find my User’s Manual. What should I do now?
A: Trouble conditions can be caused by a number of situations that may impact your alarm system. Follow your normal "reset" procedure (usually by pressing the reset button or entering your alarm user code followed by the reset button). If this does not clear the condition please call the technical assistance group at 866.543.1246.
Q: What if my system is damaged and requires maintenance by a qualified technician?
A: Minor damage to your alarm system can probably be repaired by an INTERFACE service/repair technician. More extensive damage may require an installation specialist. Interface and its local employees have obtained special contractor status in the area and are allowed to operate daily, although hours are restricted in the most affected areas from 6am to 6pm for the time being. Again, please remember that travel in and around some of the impacted areas is limited or restricted by government order and so is likely to restrict Interface’s ability to service all customer locations. INTERFACE asks that you check to be sure that both power and phone service (dial tone) have been restored to your premises before you request repair services.
If your system has been destroyed by the hurricane, INTERFACE recommends you include it as part of your insurance claim.
Q: How can I test my alarm system to see if it is still working?
A: Once power and phone service has been restored to your home or business, please be sure to call INTERFACE to test your system to prevent any inadvertent dispatch of emergency authorities. You can do this by calling 800.727.1668.
It is important that you test all aspects of your alarm system to ensure it is working properly and to assure that any storm or water damage has not affected your alarm equipment.
Q: Will I continued to be billed or be penalized for discontinuing my service before the ending date of my service agreement?
A: No. Our policy will be to credit you, our customer, for the period of time that you were not receiving service due to the storm and its after-effects. Please contact us by phone by calling 866.593.3480; by email or U.S. mail so that we can make the appropriate adjustment to your account.
Q: Is there some way of getting temporary protection for my home or business until permanent solutions are in place?
A: INTERFACE is working on a case by case basis to determine the extent of damage and capacity for reestablishing temporary services to our customers. Contact INTERFACE and please let us know the status of your property and your security system by calling 866.593.3480.
Special Services and Assistance
Sales Contacts and Customer Specials
NOTE: NOT ALL PRODUCTS AND SERVICES ARE AVAILABLE IN ALL REGIONS.
CALL 1.866.543.1246 TO SPEAK WITH AN INTERFACE REPRESENTATIVE FOR AVAILABILITY IN YOUR AREA.
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