Customer Support for Power Outages

• In the event of extended power outages, your security system will rely on its backup battery to power your system. If you are expecting to be affected by these outages, we recommend you place your system's power failure and low battery signals to disregard for 48 hours. You can do so here: REQUEST SIGNAL DISREGARD.  (Please note that we will still contact you on emergency signals such as burglary and fire, this temporary disregard is for low priority trouble signals only.)
• Due to high volume, notifications from our monitoring center on non-emergency alarms (such as low battery notifications) may be delayed during on-going outages.
• To temporarily silence your panel, please find your corresponding panel manual here: PANEL MANUALS
• If you have any questions or concerns, please call our customer care team (available Monday-Friday 7:30am-5pm) at (585)244-3400. For after-hours and weekend calls, please call our emergency response center at (585)442-9450.

For more information regarding power outages and your security system, please review the following FAQs:

Is my alarm system still working?

Your alarm system may still be functioning.  The majority of our security systems are installed with a back-up battery so that your system can still communicate with us in the event of an outage.  However, security systems require a great deal of power.  Most batteries will only last for 2-12 hours.  If you've been without power for more than 12 straight hours, it's likely that your alarm system is not communicating.  If you are still running on battery power only, we will still receive and act upon high priority signals such as Fire, Burglary and Medical alarms.

How long will my backup battery last?

It depends on the power required from your specific device and the capacity of the battery installed but typically anywhere from 2-12 hours.

Will you notify us if we have a low battery?

Yes, we will let you know if we're receiving common signals such as low battery, failures to test, and high priority supervisory signals.  We are currently working through a sizeable backlog of notifications and are prioritizing true emergency signals such as fire, burglary, medical and flooding, but we are making an effort to notify everyone as quickly as possible.  If you know you are without power and would like to notify us of that, you can fill out the form on this page to let us know to disregard these trouble signals for 48 hours.

What happens when power restores?

When the power gets turned back on your system should automatically restore to its previous state.  If it was armed before the power failure it should return to the armed state.  Your system will function as normal, but you may still see a low battery message on your keypad.  This is normal.  If you have a rechargeable battery it will start to charge back up.  The battery may take about 24 hours to fully charge up.  Your system will continue to function without your battery.  If your low battery message does not restore within 24 hours, you likely have a permanently dead battery.