Transcription
1930 February 2021Live IssueSouthern and Northern Monitoring ServicesSMS and NMS provide the UK's leading monitoring service, keeping over 100,000connections safe in the UK.SMS and NMS have built a reputation over the last 35 years on latesttechnology and key differentiators:Southern Monitoring Services Limited. Registered in England and Wales No. 07202860.
Foreword . 5References. 51.1 ARC/RVRC CONTACTINFORMATION . 6Directors Error! Bookmark not defined.Monitoring Leader . Error! Bookmarknot defined.Director of Customer Services. 6Director of Technical Services . Error!Bookmark not defined.Director of Operations . Error!Bookmark not defined.ManagersError! Bookmark not defined.Operations Manager (NMS) . 6Operations Manager (SMS) . 6Quality Manager Error! Bookmark notdefined.1.2.4 Alarm Systems with PersonalAttack Devices . 71.2.5 Action Following Withdrawal ofPolice Response . 81.2.6 Definition of a False Call . 81.2.7 Confirmation of Alarm Calls . 81.2.8 New Systems . 81.2.9 Upgrading Systems toConformation. 81.2.10 Existing Systems which havehad Police Response Withdrawn . 81.2.11 Police Response / URN(Unique Reference Number) . 91.3 GENERAL INFORMATION . 91.3.1 Alarm Company Security Codes91.3.2 End User Security Codes . 91.3.3 Application Forms . 9Administration Department . 61.3.4 Instructing the ARC/RVRC . 9Lead Administrator . Error! Bookmarknot defined.1.3.5 Visiting the ARC/RVRC . 9Operations . 61.4 APPLYING FOR AN ARC/RVRCCONNECTION. 10Engineer Priority Lines . 61.4.1 Digital Communicator . 10Technical . 61.4.2 Redcare Applications. 10Technical Support Executives . 61.4.3 RedCARE Classic . 10Credit Control . 61.4.4 RedCARE GSM . Error!Bookmark not defined.Credit Controller . 61.2 Police Force policy requirements &Unique Reference Numbers (URN’S) . 71.2.1 Your Alarm Systems. 71.2.2 Your Alarm Receiving Centre(ARC). . 71.2.3 Police Response . 71.4.5 Redcare Upgrades . 101.4.6 Volume Connection Moves(VCM). Error! Bookmark not defined.1.4.7 Individual Redcare Transfers . 111.4.8 Linked Contracts . 111.4.9 Remote Video Monitoring . 121.4.10UNCONTROLLED WHEN PRINTEDFebruary 202119.30RSI Video Monitoring . 13Live IssueSouthern Monitoring Services Limited. Registered in England and Wales No. 07202860.Page 2 of 27
1.4.12WebWay 2424B Overview: .141.8.6 Keyholders . 221.5 COMMISSIONING AN ALARMSYSTEM Error! Bookmark not defined.1.9 REMOTE RESETS . 221.6 ALARM RESPONSE . Error!Bookmark not defined.1.6.1 Automatic Filtering of FalseAlarms Error! Bookmark not defined.Alarm Filtering .161.9.1 Operator Remote Reset. 221.9.2 Engineer Remote Reset usingMASweb . 231.9.3 Remote Reset interface . Error!Bookmark not defined.Alarm Confirmation .161.10 GUIDE TO CO-ORDINATIONAMENDMENTS . 23BS8243 .171.11 DATA PROTECTION ACT 1984 . 241.6.2 Alarm Confirmation Techniques Sequential Confirmation .17Section 2 Remote Access to theARC/RVRC . 251.6.3 Alarm Confirmation Techniques Audio Confirmation .17Section 2:1. 251.6.4 Alarm Confirmation Techniques Visual Confirmation .171.6.5 Notifying the Police .171.6.6 Communication Failures .18Unconfirmed Communication Failure.18Confirmed Communication Failure .181.6.7 Redcare Link-down .18BT Lines.181.6.8 RSI Monitoring & ExcessiveActivations .191.6.9 Auto – Notification.201.7 PUTTING SYSTEMS ON OR OFFTEST .211.8 KEYHOLDERS .211.8.1 Initial Ringing of the Keyholder 211.8.2 Engaged Line .211.8.3 Answering Machines .21Section 2:1:1 Logging onto MASweb. Error! Bookmark not defined.Section 2:1:2 Logging onto MASweb Lite. 25Section 2:1:3 MASweb for the End User. Error! Bookmark not defined.Section 2:1:4 Logging In to MASweb. Error! Bookmark not defined.Section 2:1:5 Placing your Fire Systemon Test . Error! Bookmark not defined.SECTION 2:2 CONFIGURINGMASMOBILE . Error! Bookmark notdefined.Section 2:2:1 Configuring MASmobilesettings (iPhone)Error! Bookmark notdefined.Section 2:2:2 Configuring MASmobilesettings (Android) . Error! Bookmarknot defined.Section 2:2:3 Main menu . Error!Bookmark not defined.Section 2:2:4 Logging in . Error!Bookmark not defined.1.8.4 Unavailability of Keyholders .211.8.5 Continued Unavailability ofKeyholders .22UNCONTROLLED WHEN PRINTEDFebruary 202119.30Section 2:2:5 Managing accounts. Error! Bookmark not defined.Live IssueSouthern Monitoring Services Limited. Registered in England and Wales No. 07202860.Page 3 of 27
Section 2:2:6 Searching for Systems. Error! Bookmark not defined.Hypertext Links . Error! Bookmark notdefined.Section 2:2:7 Filtered search . Error!Bookmark not defined.Transmitted Material Error! Bookmarknot defined.Section 2:2:8 Viewing system details. Error! Bookmark not defined.Viruses Error! Bookmark not defined.Section 2:2:9 Placing a system on test. Error! Bookmark not defined.Section 2:2:10 Clearing a system test. Error! Bookmark not defined.Section 2.2.11 . Error! Bookmark notdefined.Copyright . Error! Bookmark notdefined.Trademarks . Error! Bookmark notdefined.Data Protection Act 1998. Error!Bookmark not defined.Section 2:3 .25Your Rights . Error! Bookmark notdefined.Placing systems on Test using VRT .25CookiesError! Bookmark not defined.Section 3: Basic requirements for theSystem Design of a Remote VideoSystem . Error! Bookmark not defined.The Commissioning Error! Bookmarknot defined.SMS Excessive Activation Policy . Error!Bookmark not defined.Soak Testing . Error! Bookmark notdefined.Charges . Error! Bookmark notdefined.Updated GDPR Privacy Statement Error!Bookmark not defined.GDPR - PROCESSING OF DATAAND PRIVACY . Error! Bookmark notdefined.Other .27Our website .27Important Legal Information .27Southern Monitoring Services Limited.27Information and Disclaimers . Error!Bookmark not defined.UNCONTROLLED WHEN PRINTEDFebruary 202119.30Live IssueSouthern Monitoring Services Limited. Registered in England and Wales No. 07202860.Page 4 of 27
ForewordThis document detailing our procedures has beenproduced to help Management, Administrators andEngineers in their day-to-day dealings with SMS andNMS.We have tried to cover all administrative andoperational aspects of our business and theinformation it contains will be useful to both newand established alarm installing companies. BS8473 Code of practice for management offalse alarms. PD6662 Scheme for the application ofEuropean standards for intruder alarmsystems. BS8243 Systems designed to generateConfirmed Alarm conditionsPlease read the procedures contained in thisbooklet carefully and be sure that all personnel whowill have dealings with us understand them fully.This will avoid any misunderstandings and possibledelays and enable us to provide a quality service toyou and your customers.ReferencesThis manual has been produced from IndustryStandards and is intended as a guide to alarmcompanies who utilise our monitoring services.Mission StatementThe company is committed to the continualdevelopment of all employees and toprovide customers with an unrivalled levelof products and service.This manual should be read in conjunction with: NPCC EN50131–1 Intruder Alarms Systems BS4737-1: Intruder Alarm Systems – Part 1:Specification for installed systems with localaudible and/or remote signalling. (Withdrawnas a standard but still used for reference) BS5979: 2007 Code of practice for remotemonitoring centres receiving signals forsecurity systems. BS5839 Fire detection and alarm systems forbuildings. BS EN 50131 (All parts), - Design andInstallation of Intruder and Hold up Alarms BS EN 50136 (All parts), Alarm systems – Alarmtransmission systems and equipment.UNCONTROLLED WHEN PRINTEDFebruary 202119.30Live IssueSouthern Monitoring Services Limited. Registered in England and Wales No. 07202860.Page 5 of 27
Operations Manager (SMS)1.1 ARC/RVRC CONTACTINFORMATIONPhil Down02392 242 301phild@southernmonitoring.co.ukSouthern Monitoring Services LtdSecurity House212-218 London RoadWaterloovilleHampshirePO7 7AJTraining ManagerChristina Cahill-Green 02392 242212ccahill@southernmonitoring.co.ukNorthern Monitoring ServicesMatrix HouseMerlin CourtAtlantic StreetBroadheathAltrinchamWA14 5NLKey Account ManagerSarah Lawes 07899 065620sarahl@southernmonitoring.co.ukChannel Sales ManagerJudy Johnson 07768 033400judyj@southernmonitoring.co.ukTel: 0844 871 ring.co.ukAdministration DepartmentThe TeamDualcom al Manager, UK MonitoringStephen Lord07580 790023stephenl@southernmonitoring.co.ukRedcare Administrator Deskredc@southernmonitoring.co.ukDirector of Customer ServicesApplications Administrator Deskapplications@southernmonitoring.co.ukMike Plummer02392 242 r of OperationsEngineer Priority LineChris Jones 02392 242 204chrisj@southernmonitoring.co.uk02392 242 043Administration ManagerTechnicalMichael Thomas 02392 242 207michaelt@southernmonitoring.co.ukTechnical Support ExecutivesKurtis Williams023 9224 2226kurtisw@southernmonitoring.co.ukIT ManagerNigel Parker02392 242 225nigelp@southernmonitoring.co.ukAlex Cripps023 9224 2224alexc@southernmonitoring.co.ukOperations Manager (NMS)Credit ControlSteve Rigby0161 927 3992stephenr@northernmonitoring.co.ukCredit ControllerUNCONTROLLED WHEN PRINTEDFebruary 2021Katie West023 9224 2244creditc@southernmonitoring.co.uk19.30Live IssueSouthern Monitoring Services Limited. Registered in England and Wales No. 07202860.Page 6 of 27
1.2 Police Force policy requirements &Unique Reference Numbers (URN’S)This section contains some important informationfor you concerning the signalling of alarms to thelocal Police, via the Alarm Receiving Centre.A monitored alarm system is dramatically moreeffective if the Police respond to alarm signals.Unfortunately, a considerable number of alarmsignals from intruder alarm systems are false. Weare dedicated to the task of reducing the number offalse alarms significantly and to help you to conformto the Security Code of Practice for theManagement of False Alarms.It is the purpose of this section to inform you aboutthe main requirements of the NPCC as they affectthe user of an alarm system and out operationalprocedures.We seek your co-operation to ensure that the Policerequirements are fully understood and practised soyour company remains on the Police list with aminimum of false alarms.Note: Local variations apply in that some policeforces adopt variations on their responseprocedures.1.2.1 Your Alarm SystemsThe Police require that intruder alarm systems beinstalled, maintained and used in accordance withthe current British Standards BS8418, BS8484,EN50131-1, PD6662, DD243 and BS8243.1.2.2 Your Alarm Receiving Centre (ARC).Alarm systems are monitored twenty-four hours aday by our Alarm Receiving Centres which conformto BS5979 for Category II Alarm Receiving Centresand we operate a RVRC conforming to BS8418.Weoperate a recognised Quality System for themonitoring of Intruder Alarms, Fire Alarms & Videomonitoring to BS EN ISO 9001:2008.1.2.3 Police ResponsePolice Response – the following information mayvary from force to force. Police response will onlyUNCONTROLLED WHEN PRINTEDFebruary 202119.30be given to: A burglary alarm (unconfirmed) from asystem installed prior to October 2001. A confirmed alarm any systeminstalled/and or upgraded post October2001. A video system conforming to BS8418. A lone worker alarm conforming to BS8484.Unconfirmed alarms will only receive keyholderresponse (local variations may apply).For confirmed alarm systems there are normallytwo levels of Police response.LEVEL 1 - ImmediateLEVEL 3 - No Police attendance, keyholder responseonly.The Police response to an alarm signal depends onthe level the system is assigned and the individualPolice Forces Standard of service.Following 3 false signals in a rolling twelve-monthperiod level 3 response is imposed and the Policewill notify you of this in writing it is also yourresponsibility to notify the ARC/RVRC in writing onany chan
1.2.1 Your Alarm Systems The Police require that intruder alarm systems be installed, maintained and used in accordance with the current British Standards BS8418, BS8484, EN50131-1, PD6662, DD243 and BS8243. 1.2.2 Your Alarm Receiving Centre (ARC). Alarm systems are monitored twenty-four hours a day by our Alarm Receiving Centres which conformFile Size: 1MBPage Count: 33
