1 - what is the best, FASTEST, most effective, most direct method of messaging support? ** I don’t want to be on location - in the middle of my setup – run into a glitch – then not have a operational sec. system that works – ALL because I cannot get a simple question answered quickly !!!
Surety support staff can be reached in a few different ways, all of these methods will be answered by the same pool of technical support staff.
- Public Forum post on the support site
- Private Message from your Surety login. This message is private and kept off the public forum. Best for providing any details you want kept private, such as serial numbers, IMEI numbers, etc.
- Email us at support@suretyhome.com
- Ticket through the Alarm.com account
Public forum and Private Message are the best methods of contact for support. Alarm.com tickets are typically the slowest as they are forwarded to us by Alarm.com so we may not see them as quickly as we might see a PM or forum post.
Questions are typically answered in the order they are received during normal business hours 9:00 AM ET to 5:30PM ET Monday through Friday. We also have limited staffing on Saturday and Sunday from 10:00 AM ET to 2:00 PM ET.
1b - will the monitoring station OR ADC, have tech support and will they answer questions regarding YOUR products / installation ???
No. Alarm.com does not offer technical support to the end user, all questions will be forwarded to us.
The monitoring station can be reached by phone, Monitoring operators are not trained to handle technical support or customer service questions. They only assist with alarms in progress, testing your system signals with the monitoring station, and placing your account on Test Mode.
2 - I don’t want to repeat and “over do” - support questions. But since there is no phone support I have many.
All questions sent to us, via email, private message, forum post, or Alarm.com ticket, are answered by the same pool of staff during normal business hours. If you send a PM there is typically no need to submit an identical forum post.
I will need the very fastest most effective direct method of qualified tech support when i do the initial iQ 4 setup.
The support forum is the best place for technical support. Not only will staff assist you during normal business hours, there are a great deal of questions already answered on the “Support” category. In the “How to” Category you will find many guides on system set up for both the alarm panel and Alarm.com features.
*** My intentions is to literally run both Loc#2 current ADC-iQ2 AND the NEW SH
system side by side till further notice. (( THe current ADC account has image sensor
cams and I am really disappointed I cannot transfer them over. THE image sensor cams will be missed ! )THis means 2 - seperate ADC accounts ---- 2 - separate iQ panels with 2 separate security systems will be in place / operating at the same time – same property — with 2 separate ADC acount at the same property ! *** this scenario may be a VERY FIRST for SH - ADC and ME !!
If you plan to use the same sensors programmed into the IQ Panel 2 on your current Alarm.com account, and program those same sensors into the IQ Panel 4 on your new Surety account, keep in mind that when sensors are triggered, they will be reflected on both panels/Alarm.com accounts.
I would advise you not to activate 24/7 professional monitoring on the new account. Alarm signals generated by the panels will go to two different monitoring stations and likely create a scenario where two separate dispatches are made. You may be fined by your local dispatching authority should this occur.
*** The property that will utilize this SH system will have NO WIFI internet and be
totally dependent opon the ATT LTE chip for ALL COMMUNICATION.
While Wi-Fi for dual-path communication is recommended, it is not necessary. You will need to ensure sufficient cell coverage is available.
What I would prefer to do is set-up the entire pad-panel along with the 3rd ADC account, then at some point – transfer it to the HOME loc#2 site and apply all the door window contacts and mount motion sensors then.
1 - would it pay in any way at all ? to incorporate WiFi internet when I do the initial
set up at location #1 ?
Location #1 is temp location only.
Location #2 is HOME - location where system will be operated and placed. (NO WIFI)
After purchase, once you have received your new panel, you can create your Surety Alarm.com account at any time. Once you create the account, service begins.
You can physically set up the panel at whichever location is convenient for you. Should you have 24/7 professional monitoring activated, make sure your Surety Alarm.com account reflects the service address where that system is to prevent false dispatches.
If you create your Surety Alarm.com account using the service address for location 1 and decide to move it to location 2, we will need to update the service address on our end. You can send a Private Message to request the service address update.
Please advise me on the basics of the “in app” email / chat / bot — message system.
It is a bit different from a traditional message system with the standard :
read / send / archive storage. I am confused as to the best way to go about
managing messages. I see the color codes
When posting on the forum, there are a few categories you can use. “Support” is where the bulk of questions should be placed. “Chat” is geared towards asking questions to general users rather than support.
The Chatbot, blue icon with Surety logo, located in the lower left hand corner of the support page is available 24/7 and is best at answering technical support questions. If needed, you can escalate from the bot to staff support. This ticket will be a private message and will be answered by staff as available.
However, whichever category you select, your question will be responded to by staff.