Frequently Asked Questions
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- Will ADT teach me how to use the system? What if I forgot how to use it?
- How does the alarm dispatch system work?
- What should I do if the alarm triggers accidentally?
- If my alarm is activated, can the system be turned off from the ADT office?
- If the phone line is disabled, will my alarm system still work?
- What happens if I am using the telephone and the alarm triggers?
- If the power goes off, will my alarm system still work?
- What if my system does not work properly?
- Will ADT maintain my system?
- How do I change the people listed on my call list or my keyholder contact list?
- Why are keyholders needed?
- When contacted by ADT, the Keyholder should:
- What does the keyholder need to know?
Will ADT teach me how to use the system? What if I forgot how to use it?ADT offers initial training, upon completion and commissioning of your installation, to both residential and commercial customers. ADT will also provide additional training by phone or visit. The phone number to call for advice is 400-820-9110 (Shanghai) and 400-819-9110 (Beijing). ADT offers unlimited phone advice free of charge and a free training refresher visit per year to all customers with a 3 year contract.
How does the alarm dispatch system work?- A burglary alarm signal is activated either due to door break, glass break, window sensor or infrared motion detection upon glass break or intrusion.
- A duress alarm signal is activated by the entry of a duress code instead of the normal system user access pass code upon arming and disarming of the alarm system.
- A fire alarm signal is activated by the detection of smoke through a smoke detector, or through keypad fire button activation.
- A panic alarm signal is activated by a panic button, kick bar or keypad panic/police button.
Upon alarm activation the alarm panel sends a signal to the ADT Customer Monitoring Centre. A trained ADT operator then immediately contacts the site for alarm verification unless a valid disarm code is received. If ADT is unable to speak to the customer or a contact at the site, or receives an incorrect site verification or pass code, ADT will follow the alarm dispatch procedure.
Authorized premise keyholders shall be provided to ADT by the customer for on-site emergency attendance. When ADT notifies the relevant emergency services and the emergency services require attendance by a keyholder as a condition to attending the site, ADT will contact the keyholder on the basis of the list provided by the customer.
If the customer subscribed for ADT Alarm Response Officer services prior to dispatching the emergency services, ADT will proceed to dispatch an ADT Alarm Response Officer to the site for further verification.
If the customer subscribed for video verification, ADT will proceed with remote alarm verification via video access to the site, prior to the dispatch of emergency services. The customer can specify special dispatch instructions.
What should I do if the alarm triggers accidentally?The system allows a brief period for you to enter your personal identification code to disarm the alarm before the signal is sent to ADT. If a valid disarm code is received after the burglary alarm activation, ADT will not contact the customer site. ADT will contact the customer in the event of duress code activation during arming and disarming.
If my alarm is activated, can the system be turned off from the ADT office?No. Every alarm is an independent unit and can only be turned off at your control panel with the correct Personal Identification Code.
If the phone line is disabled, will my alarm system still work?For phone line outages resulting from sabotage, weather or service disruptions, your system will not be able to transmit the signals to ADT Customer Monitoring Centre. However, ADT can provide back-up GSM / wireless communication in the event your phone lines fail. Additional equipment is required. For queries, please call 400-820-9110 (Shanghai) or 400-819-9110 (Beijing).
What happens if I am using the telephone and the alarm triggers?If you are using the telephone when the alarm triggers, the system will automatically seize the line and override your usage to transmit an urgent signal to the Customer Monitoring Centre. This feature ensures that the alarm is always set as a priority for emergency notification.
If the power goes off, will my alarm system still work?For phone line outages resulting from sabotage, weather or service disruptions, your system will not be able to transmit the signals to ADT Customer Monitoring Centre. However, ADT can provide back-up GSM / wireless communication in the event your phone lines fail. Additional equipment is required. For queries, please call 400-820-9110 (Shanghai) or 400-819-9110 (Beijing).
What if my system does not work properly?Call ADT Customer Service Hotline at 400-820-9110 (Shanghai) or 400-819-9110 (Beijing) and describe your current situation. Our trained operators will assist you, or offer phone advice to remedy the problem. If a site visit is required, we will arrange to send a service engineer to your home or office to assist you.
Will ADT maintain my system?ADT recommends a service and maintenance agreement with every contract. This ensures that your system is maintained in good working order through regular maintenance checks.
How do I change the people listed on my call list or my keyholder contact list?Just call the ADT Customer Service Hotline at 400-820-9110 (Shanghai) or 400-819-9110 (Beijing) to update the list. You will need to quote your customer site number and personal identification code. Make sure to tell everyone on your call list what to do in case they receive a call from ADT.
Yes. Please review the list of people (and telephone numbers) we should call in response to alarms and events, and ensure that the contact details are still relevant. For any changes to contact details and business operation hours, please call ADT Customer Service Hotline at 400-820-9110 (Shanghai) or 400-819-9110 (Beijing) and state the specific changes and duration of the change. ADT operators will record the temporary changes in the system accordingly.
Why are keyholders needed?In the event of an alarm activation, if ADT is unable to get through to the customer site or if an incorrect pass code is provided at the site, ADT will activate the emergency dispatch procedure. If the local emergency services require attendance by an authorized keyholder, ADT will then contact the keyholders provided by the customer for on-site attendance. All keyholders need to be aware of how to assist the emergency services or ADT response officer (if response services were subscribed) gain access into the premise without putting themselves in harm’s way.
You should appoint at least two or more keyholders. As a convenience, ADT also provides a keyholding service. The keys to the premises is sealed and dated for opening only in the event of an emergency and according to the instructions of the owners of the contract with ADT.
When contacted by ADT, the Keyholder should:STEP 1: The keyholder should proceed to the premises immediately. Keyholder should not enter the premises without the presence of the emergency services and/or ADT response officer (if response services were subscribed).
STEP 2: Before leaving the premises, the keyholder will be required to reset and arm the system to reactivate the monitoring service.
STEP 3: If the system has been tampered with or damaged, the keyholder should inform ADT immediately. A service engineer visit will then be scheduled to repair the system.
What does the keyholder need to know?- How to gain access into the property
- The location of the alarm panel, keypad and contacts
- How to arm and disarm the alarm
- Personal Identification Code
- Password for the alarm to identify them on the premises
- Contact numbers for the ADT Customer Monitoring Center
- Whereabouts and contact information of the home or business owners.
The contact number in the keyholder contact list should be kept up-to-date. For any changes, call ADT Customer Service Hotline at 400-820-9110 (Shanghai) or 400-819-9110 (Beijing).
Solutions by Protection Needs
- Burglar Intrusions
- Fire Threats
- Medical Emergencies - Elderly Care
- Child Safety Monitoring
- Duress and Panic Emergencies
