FAQ | Marshall Security

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FAQ

Admin Support Alarm Monitoring Armed Response Technical Support
Should my Security Provider call me when they receive a panic signal?

Panic signals are prioritised. An armed reaction team is immediately dispatched to your aid upon receipt of the signal, prior to first contact being made to verify it. Remember, if you are under distress, do NOT give us your correct challenge code.

How often must I test my alarm?

SAIDSA by-laws stipulate that this must be done at least every 2 weeks.
(Before testing your alarm please call our control room to inform them of such. They will request your challenge code and that you remain on the line throughout the activation process so that they can confirm whether the signal is received or not. Please note: testing the reaction time of our armed response team could compromise their ability to attend to an actual emergency and is therefore against all accepted protocol. Please don’t do it.)

Can criminals cloak or defeat my PIR detectors?

They can… but generally only when low-end detectors have been used.
It is far trickier to defeat a good quality detector that has been installed correctly.

Should an alarm or panic button be silent?

This is entirely up to your personal preference, we can tailor the system to your specific needs. Many believe that an audible alarm is more likely to scare off the average intruder, while another school of thought believes that a silent panic offers security teams the element of surprise.

What is dual monitoring and do we recommend it?

There are a number of ways to monitor your alarm system, these include radio, GPRS, GSM and fixed line. We highly recommend dual monitoring to ensure that your signal transmission makes it to our control room. No single method of transmission is fool-proof, so in the event of your fixed line being cut by an intruder or some other form of interference taking place, we will still receive your alarm signal if activated and will be able to send a reaction team to your aid.

Is GSM/GPRS technology reliable?

Yes, the technology is extremely reliable. However, it is still dependent on the reliability of your cellular service provider. If the network is down, your signal may not make it through to the control room. That’s why, at Marshall Security we use dual sim GSM communication (through Vodacom and MTN), this means that there is an automatic built-in failsafe if one of these two networks go down.

How long does it take Armed Response to get to my premises?

Various factors can affect response time, like peak hour traffic, weather, power failures (which can cause a large number of alarms to trigger simultaneously), accidents, and where you are situated. But rest assured, we have one of the fastest reaction times in the area, have dedicated vehicle patrols and dispatch armed response immediately upon receiving the activation signal, to ensure the most efficient help possible.

My alarm won’t arm because a zone is active. What is happening?

A device (beams, contact, passive etc.) in that zone may be malfunctioning.
You will have to bypass that zone and notify us regarding the problem so that we can arrange for Technical Support to come through at a convenient time for you, to assess the situation. However, it is also recommended that you go and check the zone to see if any devices have been tampered with intentionally. If the zone in question is external, e.g. a garden beam, please ensure that no foliage is obstructing it.

How long do the batteries last?

It will last several hours in the event of a power failure. The exact length of time is dependent on the size of the system and the condition of your battery. The battery is rechargeable and this will automatically happen when the system power is restored. This battery will need to be replaced every 2 years or so.

Will my system still work if the utility power goes off?

You will move into reserve backup battery power, which is capable of continuing normal operation (and sounding the alarm) for several hours depending on the size of your system and condition of your battery. It recharges automatically when normal power is restored.

What happens if my phone line has been cut?

Your security system is still internally operational and the alarm will sound when sensors are triggered. If you are dual monitored (via radio and telephone) the back-up radio connection will send a signal to our control room via radio transmitter.

What happens if I can’t be reached but my alarm is activated?

If you can’t be reached the next person on the keyholder list that you supplied us will be contacted. We will continue down the list until we get hold of someone. In the meantime, an armed reaction vehicle has been dispatched to your premises to investigate the activation. Should no keyholders be available, our officers will do an inspection of your property and leave a call slip to verify this.

I accidentally set off the alarm, what now?

Enter your code to disarm your alarm system. Our emergency dispatch centre would have already sent an armed response team to respond to the activation, however, while en-route our control room will call you, at this point give them your challenge code and explain it was an accident, and the control room will recall the reaction unit.

What shall I do when I need an additional sign board or to replace an old sign board?

You are requested to contact our control room on 0861 627732

Why can’t I test your response time?

Testing our response time by purposely activating the alarm and not cancelling same puts other people’s lives at risk who have a real emergency. As a result, purposely testing a response time is prohibited in your agreement with us.

What is the advantage of dual monitoring?

Various methods can be used for your alarm to communicate with the control room. For example, radio, telephone or GSM / GPRS. To ensure that your signal is received and is not interfered with (for example by cutting your phone line) we recommend that where possible, two methods are used to connect your alarm to the control room.

What area does Marshall Security cover?

In respect of our armed response service, in order to ensure the best response time and service to our customers, we limit our response area from North of the Umgeni River to Salt Rock with the Western boundary being the N2 freeway. In respect of our guarding service, these are offered throughout the greater Durban Metro area.

How do I update my key-holder and/or personal details?

You are requested to submit this information in writing to our control room on controls@marshallsecurity.co.za with the subject ‘client information update’ providing your details and the information you wish to be changed. Our control room staff will then contact you to verify your identity and what information must be changed.

How do I test my alarm?

First, contact the control room on 0861 627732, advise them of your details and that you intend to test your alarm. The control room operator will explain the process to you. Our peak times are from 07.00 – 09.00 and between 16.00 and 18.30. We request all clients to please test their alarms outside these periods.

Do I need to advise you if I have dogs on my premises?

Yes, when your initial contract is entered into, that information should be collected by our staff and uploaded onto our emergency dispatch system database. Should your circumstances change at any time, we request that you email us and advise us on controls@marshallsecurity.co.za giving the new information, where after a staff member will contact you to verify your identity and the correctness of the information provided.

What should I do when there is a power failure and my alarm starts beeping?

If your alarm starts beeping during a power failure, punch in your four-digit code. This should stop the beeping. It is the alarm’s way of informing you that the power to the system has been cut and that your alarm is running on your battery.

What should I do when I have a technical problem with my alarm?

You can contact our technical department 0861 627732 to book a call out, alternatively email technical@marshallsecurity.co.za. After hours calls can be logged at our control room.

I wish to add additional protection to my existing alarm, who should I contact?

You can contact our sales department by calling 0861627732 and request to be transferred to sales or email sales@marshallsecurity.co.za

I already have an alarm; can Marshall Security take over the monitoring?

Yes, we can easily link any recognised alarm system to our control room.
Please contact our sales department on 0861 627732 or email sales@marshallsecurity.co.za for more information.

Can I upgrade my service to include notification of opening and closing signal via SMS?

Yes, however there is an additional cost to cover the SMS cost. If you wish to have this service, kindly contact our sales department on 0861 627732 or email sales@marshallsecurity.co.za

 
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