How long does it take for CS to call when M1 is down

[Mp333]

How long does it take for CS to call when M1 is compltetely down. In the past when i had Rapid Response for CS, I would get a call within couple minutes all the time. I had them for couple years. Lately my alarm guy switched his CS to Affiliated Monitoring and I have noticed that I donot get calls anymore.
So just wondering the CS company"s that cater to diy do they call right way? I may end up switching to Alarm Relay or such.

 

[Del91574]

I'd ask what you mean by "down"?
 
How is the system being monitored? Internet, cell, POTS, VOIP? Single/backup reporting routes?
 
Dialer test reporting?

What events are reporting? Cancel, exit error?
 
Is the telco being supervised?
 
I'd need more details to determine an apple to apple and what is or is not being reported and how.

 

[Mp333]

Good questions.....
 
I'd ask what you mean by "down"? Power turned OFF, including Backup battery.
 
How is the system being monitored? Internet, cell, POTS, VOIP? Single/backup reporting routes? IP (PRIMARY) & GSM (SECONDARY)
 
Dialer test reporting? YES

What events are reporting? Cancel, exit error? PLEASE SEE PIX
 
Is the telco being supervised? NO

 

[Del91574]

1. They simply won't know if the panel is down by it having power killed.
 
2. It really depends on if they're watching the heartbeat closely or not on the XEP, since the primary is the TCP/IP.  The GSM is of no consequence....unless the GSM unit itself has a supervisiory input that is monitoring the M1 specifically, such as a relay etc. that would open if the M1 lost power..assuming the GSM is powered separately and not "pinged" to see if it's up or down (not really common, I've only really seen it done with Alarmnet units).
 
3. Would only cause an issue at the point the panel is LTT (late to test) and would be flagged. How the CS acts on this varies by provider.
 
4. There's other events that the CS would see and some vendors would disregard calling an end user, such as a cancel report, exit error...etc.
 
5. Since you're running IP and GSM, supervision of the telco by the panel is a moot point. What does vary is what flavor of GSM you are using, direct serial or dialer capture.

 

[Mp333]

I had the same setup with Rapid Response and got calls each and every time.
I have the Uplink 4500EZ with XSP.

 

[Mp333]

Anybody????

 

[tadr]

I use IP monitoring (no backup) with Alarm Relay.

They do not constantly supervise the connection (once a day or once a week there is a test signal).  As a result, they do not know if my Elk goes offline (for example, if I reboot my router).  They are only notified after the Elk comes back online and sends the reconnect signal.
 
This is actually my biggest gripe with Alarm Relay - I'd much prefer a constant heartbeat-type monitoring.  Does anyone know if this is possible?

 

[Del91574]

Depends on your service provider.

If the service provider monitors the heartbeat on the XEP, then they will know reasonably quick when the panel is up/down (or at least the XEP has connectivity). If they don't then they know nothing or don't care to know anything.
 
The panel will simply roll over to the 4500 if the XEP is down anyways, so in theory, when they get a signal on the cell account they would know the XEP is down (all depends on how the account is templated and linked, but assuming 1 CSID for the TCP/IP connection and 1 for the cellular, unless the data from Uplink is directly ported into the TCP/IP port of the virtual receiver).