We do attempt to call on trouble signals as a courtesy to our customers. While we do call on most trouble signals we receive, it is important that you call the monitoring center if you have a yellow “trouble” light on your keypad panel.
We call on residential trouble conditions between the hours of 8:00 a.m. and 9:00 p.m. (based on the customer’s time zone). The exceptions are smoke, fire, carbon monoxide or high water detection conditions; because these are safety hazards, these are called on 24 hours a day.
We call on commercial trouble conditions 24 hours a day, unless instructed otherwise by the customer. The single exception is for “Late to Test” alerts. These are called between the hours of 8:00 a.m. and 9:00 p.m., based on the customer’s time zone.