520-750-0002 PO Box 5003 Tucson, AZ 85703 Elite Security Group’s Technical Services Home Elite Security Group’s Technical Services Tech support is not available to any client who has a past due 25 days account balance, without making payment arrangements over the phone 1st (credit card payment at time of requesting tech support). Technical Support: 8 am to 4 pm weekdays. Tech Support is not intended to provide immediate assistance. Please take the time to read your manual, to read this website, and to learn every aspect of your system’s operational features. Tech support is only to provide support for determining if you need to schedule a service call on site or for system problems that cannot be corrected with the information that is found in your system’s user manual or found on this web site. Example: Changing Batteries: This is not a tech support “over the phone” issue. Changing batteries in your system’s metal cabinet or sensors can be done easily by the home owner or business owner without our help using the information provided on this site and your manual. Finding out what low batteries on your system must be changed is done at the keypad using your manual or the Trouble Condition in the System Manuals section of this web site. Opening the sensor housing is delicate and you must be careful not to break the retaining clips holding the cover – If you don’t understand how to open the sensor housing, you should call 750-0002 to schedule a service call. $40.00 minimum service call (after c.o.d discount applied). The cost of replacing a sensor because it was damaged when trying to open the case, or replacing the battery incorrectly is $95- $195.00 or more depending upon the type of sensor. We will not be able to explain how to change batteries or open the sensor housing over the phone. We cannot tell you any information that is displayed on your keypad for the location of the low battery or sensor, without being there. All batteries can be found at Batteries Plus, Interstate Batteries or other type stores. Call them 1st to confirm it’s in stock. Example: Trouble light or keypad beeping, this is not a tech support required action. Only the home owner or business owner or staff can resolve this condition by reviewing their manual or this web site for proper action. It must be reviewed at the keypad, tech support cannot “see” the trouble condition at the keypad without a scheduled service call (minimum $75.00). It’s extremely easy for the system user to identify and correct the trouble condition without calling tech support. To call for Tech Support during these hours and to schedule a service call for your systems), please call (520) 750-0002 (local call for Tucson, Arizona). If our Technical Support is unavailable (providing assistance to another client at the time of your call) we may return your call the same day upon availability, OR no later than the end of the next business day. If you need After hours Tech Support or Emergency Tech Support or Service. Please see costs for “Afterhours” and “Emergency” Tech Support Over the Phone or On Site, before calling, as these will apply if you require contact sooner. The best scheduling time for a Tech Support Service Call On Site is with 1-3 business days notice, based upon our current schedule availability, to be at 9-10 a.m. on the next available business day. Our latest availability for a scheduled service call is 2-3.p.m. weekdays, unless special arrangements are made in advance (an additional cost may apply). Occasionally a service call may become a bigger project than the previous scheduled client expected. Service time scheduled (after the 9 a.m. 1st scheduled call of the day) is approximate and may change, or may have to be re-scheduled, due to circumstance that occur at the previous service call(s) for that day. To be assured to receive a service call at a specific time, please schedule your service call on the next available day to be the 9-10 a.m. 1st service call of the day. If you feel it is urgent to receive an Emergency Service Call On Site to be within 72 hours, or after 3:30 p.m. of any weekday or during weekends / holidays, please be aware of the extra costs for these “emergency” scheduling requests. It may be possible to provide a later service call on a select occasion with an advance request, depending upon our tech’s availability. Our tech’s reach over time at 4pm weekdays and on weekends. Holidays are double emergency services costs (most every problem can be temporarily covered for 48-72 hrs). Most problems with your security system can be resolved through the information on this website and your system’s user operation manual. Ultimately, bypassing the troubled zone(s) will allow you to arm your system each time, til a service can be provided. Costs for scheduled service and emergency service are provided below. Your system’s manual and this website is your best reference to use in finding an immediate answer to your question or problem. The monitoring facility will help with any alarm activation or signal confirmation, and verifying account information (with you providing your clearing word code not your 4 digit system arm / disarm code). Changes in your account information must be detailed in writing, with your signature and date. There is no charge for Tech Support during our normal hours………….unless you have a ’15 days past due’ account balance. This balance must be paid prior to receiving tech support assistance. Except: If you require a specific time, or the same day to be contacted,then it’s $50.00 for an Emergency Tech Support call back. Follow instructions on the Tech Support Hotline for After hours Tech Support. Except: If the information is available on this web site or in your manual- then it’s $50.00 Consultation Charge to provide the information that is readily available in the manual (manuals are available on the internet)or on this website. Our Tech Support may be unavailable at the time of your call. We may return your call the same day without your specific request to do so sooner(per our availability), or no later than the end of next business day (unless you’ve blocked your phone from receiving incoming blocked calls). Call Restrictions / Blocked Calls: If you have your phone service set up to restrict “incoming blocked calls” and the phones we may have access to at that time are blocked (so that it requires to enter *82 to unblock the number we are calling from), we will not unblock the number we call from, to call you. We may not be able to return your call til we are in the office, unless you remove that restriction temporarily. We may not be in the office for several days due to our pre-scheduled tech support appointments. We may not be able to provide immediate assistance while we are working with other clients over the phone or at their location. You answering a blocked call after requesting a call back, will be necessary to receive the call back you requested. Unblocking calling restrictions and providing numbers that you’ll be able to receive our call back throughout that weekday or next weekday helps you receive our tech support assistance as soon as we are free (while not at our office). Please investigate any problem immediately, and if needed call tech support to schedule a service call for our next scheduled availability, or indicate needing an “emergency service call” (emergency rates apply). Clients who have a maintained their account balances on time (without any previous or current past due balances) receive our priority for tech support. Those accounts who have an unpaid balance owed need to make payment arrangements prior to, or at the time of your tech support call. Please call our main business office number (520) 750-0002 for Tech Support, or scheduling service. For alarm activation and emergency dispatch / response – call (520) 318-3719. If you do not call the correct number for your needs, your call may not be able to receive the correct response your seeking. Training for system users: This should be provided by the homeowner, business owner, or selected security manager. We will provide re-training of system owners, and training of their selected system users, cost to be at our current technical service rates. After hours Tech Support (over the phone or on site) is the same as Emergency Tech Support if you require a call back before the morning of the next business day. After hours Emergency Tech Support, the cost is $50.00 (minimum) for call back) (if service call to location, additional costs apply – $245.00 minimum). A support tech will be contacted and will return your call within 2-4 hours. Request Emergency Tech Support at the time of your initial call, (520) 750-0002. 24 Hour Monitoring Support: The monitoring facility is “on watch” for your emergency signals, and your calls 24 hours a day, 7 days a week, including holidays. You can reach them at (520) 318-3719. Many clients are unaware of the fact that their system communicates frequently to the monitoring facility, even if there are no alarm activation’s or they are not “using” (arming and disarming) their system. It may send daily, or weekly test signals. Smoke detectors are active 24 hours a day even while no one is using the system. Trouble conditions can be communicated as they occur (low battery, power loss, system tampering, etc.). Emergency signals and alarm activation’s receive our priority response. We are always monitoring for your system’s communications and status signals – 24 hrs. / 7 days every week / 365 days a year. Contact the monitoring facility immediately if you have an emergency (press your emergency panic button on your keypad – police, medical, fire), an alarm activation, or have caused a false alarm. Our monitoring personnel will assist you, send responding law enforcement, emergency medical personnel, or the fire department, if needed. You can confirm signals received for a recent time period, or place your system in to “test” mode, while your testing the systems communications and system operations (sensors and performance). Scheduling Service Calls: Service calls are scheduled on a 1st call, 1st scheduled basis, for the 1st scheduled work of the 1st available day (approximately 9 am) with 72 hours minimum notice for best scheduling availability, (520) 750-0002. We schedule service calls for current clients as a priority over new installations. Scheduled Service Cost Rates: $60.00 per 30 miniutes (30 minute minimum, with 15 minute increments after), $40.00 Trip Charge to the location, = $100.00 (1st half hour) minimum, plus parts / material. A 20% discount is provided with payment in full, at the time of the service call, for labor, equipment, and material cost (trip charge not discounted) (requires all past due monitoring service costs and late fees to be paid in full, prior to scheduling the service call). Past Due Account Balance: If your account is past due when scheduling the service call, it must be paid in full at the time of your service call. Payment in full for the service call is also required at the time of the service call, and the discount is not provided. Emergency Service This applies if service is required within 72 hours of your request (520) 318-3719. Emergency Service rates are Double of Scheduled Service Call rates. 20% discount applies on C.O.D payment for emergency service (with monitoring payment and late fees paid in full). Holiday (any & all holidays) Emergency Service Requests are double of emergency service costs. Most system problems can be temporarily accommodated for til service can be scheduled in 48-72 hours. Emergency Service is scheduled within our availability, at the time of your call (upon our return call). 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