Customer Support
Empowering Protectors
From design to maintenance, the Securitas Technology team is here for you. With our highly-trained security experts and customer service agents, we strive to support you in all your security needs.
Browse various whitepapers, case studies and blog articles to learn more about our security systems and industry insights, or get in touch with us if you’d like to speak with an expert.
Customer Service FAQs
You can easily submit service requests, monitor activity and more through our monitoring apps, HQ: Security Management and SecureStat360 Platforms. Learn more about these platforms here.
Your monthly fees or monitoring fees can be paid every month, but you can also pay every 2, 3 or 6 months, or even annually. If you want to change how often you make payments, please let a customer service agent know. You can also make payments by being invoiced, either by direct debit or credit card.
Your subscription form confirms your commitment to being protected for a fixed period. If you want to end it prematurely, this may result in penalties being billed to you depending on the contract terms. If your protection needs change over time, please let one of our customer service agents know who will more than happily analyze what you need to establish a security plan specific to your way of life.
For the duration of your Securitas Technology service contract, the following is covered:
- travel costs of technicians
- cost of equipment and labor, excluding battery changes
- technicians traveling outside of normal working hours, i.e. from 9AM to 5PM, Monday to Friday.
See the “Guarantee” clause of your subscription form for all the details.
If you would like more information about our products and services to add to or change to your system, contact us.
Technical Support FAQs
You can test if your system is working properly at any time by using the appropriate keys on the keypad. One of our monitoring center’s operators will contact you to confirm they received it. If you don’t receive a call from our monitoring center, or if you would like to know more about carrying out a test, contact our technical department. We advise that you carry out at least one test per month.
Securitas Technology has specialists who can provide technical support to subscribers. Our service-representative team members undergo continual training so they can help customers over the phone, with any technical questions. Our technicians also benefit from continual training which means that their knowledge is always up-to-date when it comes to the latest technologies and innovations of Securitas Technology systems. Do not hesitate to contact our technical department.
Call Securitas Technology customer services to choose a new password for your system. By doing so, you will be able to check that your system is working correctly by telephone and thus update your protection.
All of the security equipment included in our packages becomes your property at the end of the agreement, unlike other companies that actually only rent you the equipment and leave with them at the end of your contract.
Monitoring FAQs
The people listed in your file should be able to assist public services in cases of a real alarm. For example, they should be able to access the site of the alarm and confirm with the monitoring center dispatcher if the public service should be mobilized out or not. It’s important to keep the contact information of your emergency contacts up-to-date. If you wish to make changes or modifications to your list, contact one of our technical service agents.
You will never receive a charge from Securitas Technology if an alarm is triggered and our monitoring center receives it and follows up. However, you could be charged if public services are discharged, if the monitoring center is unable to confirm that the alarm is false or if you forget your password.
If emergency services are contacted, they will carry out checks at your address. Depending on your municipality, a certain number of false alarms due to system error or malfunction may result in charges and/or suspension of response service. In any case, Securitas Technology urges you to contact one of our customer service agents who will know how to help you.
When your system is triggered, our monitoring center is alerted. A dispatcher will attempt to verify the alarm. If verified, emergency services will be contacted.
Residential Security FAQs
A few weeks before you leave your home, update your file with a customer service agent who will arrange to send you, by mail, a sticker with the details of Securitas Technology that you can affix to the main keypad at the residence. This way, the new occupant can reach Securitas Technology at any time in order to understand how the system works there.
Yes! When you start the process of selling your home, notify a Securitas Technology customer service agent as soon as possible. Our agent will explain the steps to install and renew your services. By doing so, you could benefit from a number of sales and discount opportunities when installing security at your new home!
If the past owner was with Securitas Technology, we can switch the owner of the old system without any problem. Whether you know the new home’s system’s password or not, we only recommend you use the security system after having called one of our customer service agents. This way you can create your own password and become the manager of your system.
During home renovations when there is a high risk of accumulating a lot of dust, mold or debris in the air, please follow these steps in order to avoid false alarms:
- Protect and cover your smoke detector with a resistant surface preventing any debris from accumulating there.
- Let a technical service agent know so that your system’s signals can be better managed during the planned renovation period.
A number of insurance companies offer a certain level of discount on insurance premiums depending on the type of protection and if the security system is connected to a monitoring center or not. Find out from your insurance company the level of discount on house insurance premiums by having a security system that is monitored 24/7.
After your security system is installed, Securitas Technology will send you a monitoring certificate confirming the type of protection at your residence. You can then send this to your insurance company so that you’ll be granted any discounts discussed with you. If you need to get a new monitoring certificate, contact a customer service agent.
3G/GSM & CDMA Sunset FAQs
In an effort to invest and improve their networks, cellular carriers are transitioning all communication devices to LTE communication and will no longer support (i.e. will retire or sunset) 3G communication technology (3G/GSM and CDMA). This cellular technology is used with our fire and/or intrusion systems to communicate with our monitoring center. That's why your device must be upgraded to an LTE communication device to avoid loss of communication with our monitoring center.
If you received an email, letter, or call from Securitas Technology about your 3G/GSM and CDMA system, it is very important to take immediate action and connect with us. We will need you to get your security system updated as soon as possible to ensure continued cellular communication of your fire and/or intrusion alarm system with our monitoring center.
Call 1.866.214.6529 to speak to a consultant who can provide you feedback on the best options for your system.
We recommend that you take immediate action. Contact us today to ensure continued cellular communication of your fire and/or intrusion alarm system with our monitoring center. Cellular carriers are transitioning all communication devices to LTE communication and will no longer support 3G/GSM and CDMA communication technology in 2022.
