Changes to Residential Professional Monitoring Fire Response

Based on overwhelming feedback from users we will be changing the default process for monitoring operators when a fire alarm occurs. This change will only affect residential accounts.

Previously by default if a fire alarm is received, operators would attempt two way voice and the premise landline number, then dispatch. We will be changing this so that chosen cell contacts will also be contacted prior to dispatch.

In your system manager, when adjusting your contacts, fire response for residential users will follow the same call order as burglary response. You can adjust this call order at any time 24/7 within the system manager.

This change will take effect 3/13/2023, and it affects monitoring for all existing and future installed fire detection devices on residential Surety accounts. For commercial accounts, there will be no change to default processes.