If you cannot find the answer to your question(s) in any of the above mentioned topics, please feel free to contact our office during normal business hours (8:00 am – 5:00 pm) and our highly trained customer service staff will be happy to assist you.
Q: If there is an emergency at my home and/or office with a TW Systems alarm system, should I call you first?
A: No, ALWAYS call 911 first. If you are unable to get in touch with 911, then press the panic or fire alarm button on your keypad. Our monitoring station will immediately request emergency services be dispatched.
Q: How does my security system work?
A: It depends on the type of system you own and/or the features you elected to have installed. But basically, when your system is in active mode, each area or “zone” is monitored for activity and/or actions that are not normal to your particular environment such as a home, office, medical, industrial, etc. types of environment. When a zone has suspicious activity then the alarm system alerts our monitoring station. You will receive a call concerning the suspicious activity. If the alert is determined to be a threat to the inhabitants and/or dwelling, then applicable emergency services are dispatched. If the alert is determined to be a non-threat, then entering the code and turning off the system will end this process.
Q: Does TW Systems have a warranty and/or service program?
A: Yes. Please call your TW Systems’ account executive at 804-550-5194 or toll free at 888-730-1707, to determine what is applicable to your system.
Q: How do I go about changing who is listed on my emergency call list?
A: Prior to calling, please have your identification code ready. This is required in order to make any changes. Also, inform all new individuals that they are being added to your emergency call list and that they may get contacted from TW Systems’ monitoring station. Once you have the above done, contact our office one of the following ways… phone: 804-550-5194 or toll free at 888-730-1707, fax: 804-550-5221, or email at: firstname.lastname@example.org and will provide you with any applicable information you may need to expedite the change(s) to your emergency call list.
Q: Why is there a delay in my alarm system notifying TW Systems?
A: There are many reasons an alarm system can be engaged. Therefore, the delayed time period (usually from 30 seconds to approximately 3 minutes) gives the user an opportunity to disarm the system in the event it was not an actual emergency situation. This prevents first responders from being called immediately upon the alarm activation. Please keep in mind that during that delay time, TW Systems’ monitoring station is monitoring the alert notice should the system’s alarm be an actual emergency situation so that help can be dispatched as quickly as possible.
Q: What if my electricity goes off?
A: Alarm systems are set-up with back up, rechargeable batteries. These power the system until the electricity comes back on. An up-to-date battery usually last approximately 8 hours after the electricity goes out. In the event your battery is low, a low-battery signal will be sent to your our Monitoring Center so you can be informed. Please keep in mind that the life of the battery depends on what type of system you have installed and if the battery has been replaced as recommended, approximately every three (3) years.
Q: I set my alarm off accidentally and quickly put my code and it stopped. But, I never received a call from TW Systems, why?
A: There is a delayed time period (usually from 30 seconds to approximately 3 minutes) which gives the user an opportunity to disarm the system in the event it was not an actual emergency situation. This prevents first responders from being called immediately upon the alarm activation. Please keep in mind that during that delay time, TW Systems’ monitoring station is monitoring the alert notice should the system’s alarm be an actual emergency situation so that help can be dispatched as quickly as possible.
Q: Why does my smoke alarm go into alarm when I can’t see smoke?
A: There could be several reasons for a smoke detector to trigger false alarms:
1. Wrong installation – the detector may be installed too close to a furnace or an oven which produce combustion particles, and
2. the sensor chamber is blocked – dust, dirt or insects often covers the chamber. In these cases you can vacuum clean it or use a soft brush to remove the dirt.