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Beginning on October 8, 2024, Two-Factor Authentication (2FA) is mandatory for all new Alarm.com accounts. Existing accounts are being moved to the new standard, with 100% of accounts using 2FA by December 19, 2024. If you're an existing Alarm.com customer, you may have already been updated.

Two-Factor Authentication, also known as Multi-Factor Authentication (MFA) works like this. You log into an app or a website with your customary username and password. You're then prompted for further authentication via a text message, email, or third-party authenticator app. During the initial 2FA setup, you can choose one or more of these authentication methods.

Via the path of your choice, you'll receive a code. You'll input the code at the prompt, and then you're logged into the app or website. For Alarm.com users, you will be prompted to make the browser or device a "Trusted Device". If you say yes to this prompt, then you may not be prompted for 2FA the next time you log in using that browser or device.

To quote The Dude, there are, "a lotta ins, a lotta outs, a lotta what-have-yous" here. For instance, if you trust your browser but clear your cache later, you'll need to go through 2FA again next time. If you choose "Skip" at the prompt about trusting the browser, then you will have to go through additional authentication every time you log in until you choose to trust the browser.

This may seem like a real hassle, but let me share a story about someone who skipped enabling 2FA because they thought it was too much trouble. A friend of mine did not secure their account with a large retailer. When offered the option to set up 2FA, they always skipped it.

Their account was hacked and the hacker set up 2FA. They entered a phone number to receive verification codes. My friend was eventually able to change the password for the account with the retailer's help. But because 2FA had been set up with a phone number inaccessible to them, my friend was unable to regain full access. The fraud department for the retailer was unable or unwilling to do anything, so my friend lost years of purchase history. Had they set up 2FA to begin with, this could not have happened.

Fortunately, the scenario I described above can't happen to Alarm.com customers. If you're an Alarm Grid customer and you need help with 2FA for one of your logins, contact us. We'll verify that it's you with either your password or the last four (4) digits of the card we have on fie for billing, then we'll help you reset your 2FA credentials.

After we Reset 2FA for the login through the Alarm.com Partner Portal, the user will be prompted to set up 2FA again the next time they log in. This might be necessary because the user's phone number changed, or the phone carrier changed, or because the user no longer has access to the email used to set up 2FA to begin with. If you're not an Alarm Grid customer, contact your alarm dealer for assistance with Two-Factor Authentication.

Alarm Grid technical support is available Monday-Friday from 9:00 am to 8:00 pm EST at 888-818-7728 Option 2. If it's outside business hours you can send us an email at support@alarmgrid.com. For 2FA assistance, let us know and provide either your false alarm password, or the last four (4) digits of the credit or debit card we have on file for billing. Then, let us know which login you need help with, if your account has more than one. This will expedite our response.

As usual, the Alarm Grid office will be closed on Thanksgiving Day so that our employees can enjoy the holiday with their families. This year, Thanksgiving is celebrated on November 28. Though our office will be closed, our monitoring station operators are ready to respond to any signals.

In addition to Thanksgiving Day, our office will be open half-days on Wednesday, November 27th, and Friday, November 29th, from 9:00 AM to 1:00 PM. We will resume our regular schedule on Monday, December 2nd at 9:00 AM. All times are Eastern Standard Time.

During the holiday, our central station partners CMS and Rapid Response will be hard at work, monitoring Alarm Grid customer systems and helping to keep you, your loved ones, and your property safe and secure. We appreciate their dedication, sacrifice, and hard work!

Alarm Grid central station monitored accounts located inside the United States report to Criticom Monitoring Services (CMS). If you need to contact the monitoring station, to report a false alarm or to put your system on test, you can call (888) 818-7728 and choose Option [9]. Once an operator answers, you'll need to supply your name, address, and false alarm password.

Our Canadian customers can contact Rapid Response for central station inquiries. They can be reached at (800) 932-3822. Remember, when you call either monitoring station you will be asked for your name and address, and to verify your false alarm password or phrase. Providing the wrong information, or providing the Duress password, will result in a police dispatch.

For routine questions or to make changes to your account you'll need to speak to our support team. The monitoring station can't assist you with technical support or with changes to your zone list or call list. For those support needs you can email us at support@alarmgrid.com and we'll handle your request as quickly as possible once we're back in the office. Please bear with us as we clear any backlog of requests once we resume normal hours.

If you'll be traveling this Thanksgiving, be sure to secure your home and arm your system before you leave. Let your system work for you! If you're unsure of your false alarm password, take the time to confirm what it is before you leave. In the event of an alarm, providing the wrong false alarm password is the same as not providing a password at all. It will result in a dispatch.

If you'll be cooking this year, be prepared in the event of a smoke alarm. If you have smoke detectors tied to your alarm system and the alarm goes off due to steam or cooking smoke in the kitchen, silence the alarm. For all-in-one panels this usually means responding to a prompt on the panel screen. For older panels like the VISTA series, it means entering your User Code + Off at the keypad as you do when you disarm the system.

Be prepared, because a smoke alarm on a central station monitored system will result in a call from the monitoring station. For residential Alarm Grid customers, the monitoring station usually calls the user/residence prior to dispatching the fire department. An exception is when you request an immediate dispatch during account setup. If the alarm is the result of a cooking mishap, provide your false alarm password and speak with the operator. Based on the situation, you can determine whether a fire response is necessary.

If a carbon monoxide (CO) alarm is triggered, you should evacuate immediately and allow the responding agency to determine if it is safe for you to re-enter. Carbon monoxide is a colorless, odorless, tasteless gas that can kill very quickly. Pets and children are at particular risk, due to their smaller size.

Understand that the monitoring station must dispatch on a CO alarm report, regardless of whether you provide the false alarm password or not. This is for your safety and protection. The fire department has special equipment that can test for the presence of carbon monoxide, and determine its concentration. They also have ventilation equipment to help remove it. Follow their instructions and recommendations once they arrive.

Alarm Grid wishes you and your family a happy Thanksgiving with lots of great food, family, and friends. Whether you're the one traveling, or the one whose home everyone else is traveling to, we wish you a happy, safe, and secure holiday this year!

Resideo’s recent MyWebTech Technical Notification #114 warns of potential range issues with certain 5800MINI transmitters. These units may have a poorly placed FCC sticker inside the cover, hindering their ability to communicate with the receiver. Both 5800MINI and 5800MINIBR are affected.

There are a number of circumstances that could cause range issues for a transmitter. Large metal objects such as appliances, duct work, and even some mirrors can affect the transmission path of a sensor. Even if the obstacle is not within a direct line-of-sight between the sensor and the receiver, the signal can be bounced away from the receiver. This may happen intermittently or consistently.

It's important to note that this issue is specific to a limited number of sensors. To identify affected units, you'll need to check the packaging. Look for a date code of 2429 or 2431 (YYWW format, indicating the year and week of manufacture). The packaging will also have the designation "Made in Taiwan." If your sensor matches these criteria, it may be impacted by this issue.

If you suspect your sensor is affected, it's crucial that you leave the metallic FCC sticker in place. Removing or tampering with the sticker is illegal and could void the warranty. Instead, you should contact your security system provider for further assistance.

If you are an Alarm Grid customer, send an email to support@alarmgrid.com. We will reach out to troubleshoot with you further and will perform a warranty replacement if we determine that the product is the issue. It is important that we perform regular troubleshooting, particularly if you no longer have the product packaging to verify the date and location of manufacture.

Our central station partner, CMS, recently notified us of an uptick in its operators receiving "Line Busy" messages when making outbound calls. This issue appears to be caused by calls being blocked by the carrier or the subscriber. Either way, there is little they can do about this issue.

If you're an Alarm Grid customer with full central station monitoring you should make sure that you are not blocking the number 800-432-1429. Once you verify that this number is not blocked on your phone, or on the phone of any member of your call list, then you might try a test.

To be one hundred percent sure you don't cause an unnecessary dispatch, contact the monitoring station by dialing 888-818-7728 and choosing Option 9. Once you have a central station operator on the phone, let them know you want to perform a test to be sure their calls are coming through properly to your phone. They can then instruct you on the best way to proceed.

This may involve you setting off an alarm, or they may simply be able to call you for verification. If the people on your call list have a different phone carrier than you, you may need to repeat this test for each of their phones. It's best to be sure now rather than risk a call not getting through during an alarm.

To further insure that you receive calls promptly from the monitoring station, we recommend that you add their number to your contacts in such a way that you'll know immediately when you receive a call from them. Name the contact "ALARM! CMS ALARM!" or whatever it takes to get your attention.

It's also a good idea to follow the instructions for your phone so that when your phone is in Do Not Disturb Mode, Sleep Mode, or any other Focus (iOS) Mode you still receive calls from the monitoring station.

On Android phones, go to Settings > Sound and Vibration > Do Not Disturb > Manage Exceptions. You can choose to allow any "Starred Contacts" to bypass DND. You can also select individual people/contacts that can bypass it. On iPhone, go to Settings > Focus > Select a Focus such as Do Not Disturb > Allow Calls From > Choose individual Contacts or Groups.

If you verify that you are able to receive these calls based on your phone settings, but still can't receiving their calls, then you need to contact your phone carrier and make sure that they are not blocking the monitoring station's number. This could happen because they believe the number be spam or some type of potential scam. This classification may come from automation on the part of the phone carrier, and the designation may have been applied to the monitoring station's number in error.

If you are a central station monitored customer it is very important that you can receive phone calls from the monitoring station. This prevents unnecessary dispatch of the authorities. Even if you aren't an Alarm Grid customer, you should be certain you are able to receive calls from your monitoring station. As a system, every portion of your alarm must work in order to be effective. That includes the monitoring station's ability to contact you.

Alarm Grid is excited to offer the new Alarm.com ADC-SVR210 Stream Video Recorder! This new recorder offers local video storage, with a 1TB or 2TB hard drive. It seamlessly integrates with most existing Alarm.com cameras and boasts wide compatibility with ONVIF Profile S and VAPIX cameras.

The ADC-SVR210 Stream Video Recorder measures 7.7" W x 7.9" D x 5.5" H (14.5cm x 20cm x 13.9cm):

Alarm.com Stream Video Recorders (SVR) offer customers the option of recording video 24/7. Without an SVR, Alarm.com limits the number of clip uploads available to each video customer per month. This allows Alarm.com to ramp up their cloud storage capabilities in line with the number of current and expected active video accounts. Without clip limits, this would be more difficult to do.

Some video customers may need access to more clips, or extended video playback. There are expansion packs available for customers who exceed their monthly clip limit due to unusual or unforeseen circumstances. But for others, the need for more clips may be the rule, not the exception.

For those customers the ADC-SVR210 offers a tidy solution. With the ADC-SVR210 video is stored locally on the recorder's hard drive. The ADC-SVR210 is available with either a 1TB or a 2TB hard drive. A monitor can be connected directly to the SVR and video can be viewed from it at any time.

Not all cameras are compatible with the ADC-SVR210, but most are. Below is a list of the recommended Alarm.com wired ethernet cameras. Many of these support Power Over Ethernet (POE) and are part of the Alarm.com commercial camera lineup:

• VC727P
• VC827P
• VC847PF
• VC728PF
• VC838PF
• VC725
• VC726
• VC736
• VC825
• VC826
• VC836
• VDB755P
• VC729P

In addition, the following Indoor and Indoor/Outdoor WIFI cameras can be used with the ADC-SVR210. If a camera has no link, it indicates that it has been discontinued:

• ADC-V515
• ADC-V523/ADC-V523X
• ADC-V723/723X
• ADC-V724/724X
• ADC-V521IR
• ADC-V522IR
• ADC-V721W
• ADC-V722W

Unlike previous Alarm.com stream video recorders, the ADC-SVR210 can integrate with third-party cameras that support ONVIF Profile S or VAPIX. ONVIF Profile S is a standardized protocol designed for IP-based video systems. VAPIX is an API (Application Programming Interface) for Axis Communications' cameras. The VAPIX API allows Axis cameras to integrate with a wide range of products on different platforms.

ONVIF stands for Open Network Video Interface Forum. This is a security standard that ensures devices from different manufacturers can work together. They use profiles to categorize products. Each profile has a fixed set of features and specifications that every compatible device must adhere to. A device can support more than one profile. You can see the specifications for Profile S here.

Per the ONVIF website, "ONVIF is a leading and well-recognized industry forum whose mission is to provide and promote standardized interfaces for effective interoperability of IP-based physical security products." The forum includes many equipment manufacturers. Some member companies you may recognize include Axis Communications, Honeywell, HIKVision, Canon, Bosch, Intel, Johnson Controls, and more.

A Profile S device (camera) sends video information over an IP-based network. A Profile S Client, like the ADC-SVR210, can configure, request, and control video streaming over an IP network provided by Profile S devices. It is the ADC-SVR210 software that allows it to comply with ONVIF Profile S. This improved compatibility offers greater flexibility when choosing security cameras for your system.

Specifications For The ADC-SVR210:

• Recording Channels: Up to 8 cameras
• Video Input: 8 channels, 70 Mbps total
• Local Display Capabilities: Live view, recorded playback, clip export
• Local Display Output: 1 x HDMI
• Local Clip Export: Available (1 x USB 3.0 and 2 x USB 2.0)
• Internal Storage: (1) 3.5" HDD, SATA 6 Gb/s, (2TB total)
• Dimensions (WxDxH): 7.7 x 7.9 x 5.5" (14.5 x 20 x 13.9 cm)
• Operating Temperature: 32℉ - 104℉ (0℃ - +40℃)
• Compliance: FCC Class A, IC, CE Class B, UL Listed, NDAA
• Included Accessories: AC power adapter, Ethernet cable, QR card with code that links to this digital installation guide
• Requirements: Power: Standard Electrical Outlet ; Network: Ethernet connection to broadband internet
• PoE Power Adapter: 12V DC
• Max Weight: 2.55 lbs (1.16 kg) with 3.5", 2TB HDD installed

In a prior post, we told you about a mandatory SkyBell firmware update for Total Connect 2.0 users. For most, a prompt from TC2 allowed them to update. They could skip the update, but eventually, it was forced. If you set your SkyBell up through the SkyBell app, your experience may differ.

The full details of why the update is happening and, for the most part, what to expect from the process is included in the prior post, so if you are a SkyBell and TC2 user, we highly recommend you read it. We've seen a few hiccups with the upgrade with some customers encountering a few difficulties. Nothing major, though.

If you happen to be a user who set your SkyBell up using the native SkyBell app, prior to associating your SkyBell with Total Connect 2.0 your update and migration process may be slightly different. You should be receiving an email from SkyBell with steps to follow to complete the process.

This email will be sent to the email address used when initially setting up the SkyBell. So, if you fall into this category, be on the lookout for an email from SkyBell Technologies. It should look something like this:

Dear [First Name] [Last Name],

We are reaching out to inform you about an important update that will improve the performance and reliability of your SkyBell [doorbell model]. Action is required to continue receiving doorbell notifications.

Your SkyBell doorbell has been moved to Total Connect app. This transition will ensure that your doorbell functions smoothly. To restore full functionality to your doorbell, please follow the steps below:

1. Open your Resideo Total Connect 2.0 (TC2) app. Your doorbell will be listed as offline.
2. Tap on your offline doorbell and log in with your SkyBell username and password* when prompted.
   • If you don't remember your password, you can reset it in the SkyBell HD app.
3. Your doorbell will come back online, and you will start receiving notifications again.
   • Please note, your doorbell camera settings will be reset to default. You can easily adjust them in the Resideo TC2 app.

Important: Your doorbell will only work in the Resideo TC2 app. Until you complete these steps in the Resideo TC2 app, you won't be able to receive doorbell notifications or event updates.

After completing these steps, you will no longer need the SkyBell HD app. We recommend deleting it from your phone.

Thank you for taking the time to upgrade your doorbell to the Resideo Total Connect 2.0 app. If you have any questions, please contact your Resideo security professional.

The exact wording of this message may differ slightly, but you get the gist from the example above. The important thing is that you receive the message and follow these steps to make sure your SkyBell doorbell is upgraded. This upgrade is basically about moving your SkyBell completely away from the SkyBell HD app. Once the upgrade is complete you will only be able to access your SkyBell doorbell through Total Connect 2.0.

This notice was provided by Resideo to let customers know that if they receive a message like the one above from SkyBell Technologies, it is a legitimate email and Total Connect 2.0 customers should follow the steps outlined to update their SkyBell video doorbell device. Failure to do so will eventually lead to the SkyBell being unusable with Total Connect 2.0.

When a hurricane strikes, widespread power outages, flooding, and wind damage overwhelm residents and emergency personnel. In such crises, property security becomes secondary to life-saving efforts. Any alarm system may fail during extended power outages, further complicating the situation.

As Florida prepares for Hurricane Milton, the second large hurricane forecast to hit the state within the past month, this is a good time to discuss the ways in which these storms affect your alarm system and the response to it.

The Alarm System

A hurricane can physically affect your alarm system in several ways. High winds caused by hurricanes can rattle windows and doors, potentially triggering alarms in older homes with loose fittings. If your alarm system is armed during a hurricane, these vibrations could lead to false alarms. If you have glass break detectors, they can be triggered by weather-related breaking glass.

Electrical power is crucial for alarm systems. If you're an Alarm Grid DIYer, you know that your system has a backup battery to keep it operating during AC power outages. For hardwired systems, you can choose the battery size based on a battery calculation sheet. The goal is typically at least 24 hours of standby power.

When we refer to "standby power," we mean the power consumed by your alarm system when it's not actively in an alarm state. During an alarm, your system requires significantly more power, which can deplete the battery faster. For hardwired systems, you can calculate this additional power consumption and install a larger battery, provided you comply with the manufacturer's specifications.

For all-in-one systems like the Qolsys IQ Panel 4 or Resideo PROA7PLUS, battery options are limited. The included battery is typically UL or ETL listed for at least 24 hours of standby power. This is often the only available option. To extend battery life during power outages, you might consider using a generator or exploring alternative battery solutions. However, these alternative solutions may void the manufacturer's warranty and may cause issues.

While cellular communication for alarms has become widespread, hurricanes can disrupt cellular service due to power outages, infrastructure damage, and other factors. If your alarm system relies on cellular connectivity and the service is interrupted, your system may be unable to report alarms or other conditions. You may also need to clear a communicator trouble condition when you return.

The Responding Authorities

Police, fire, and EMS agencies have specific protocols for responding to emergencies, including those caused by hurricanes. For example, according to Criticom Monitoring Services (CMS), one of our monitoring station partners, many agencies suspend responses to non-emergency dispatches when sustained winds reach 45 MPH.

During and after a hurricane, emergency services will be overwhelmed with requests. While many calls may be legitimate emergencies, others might be less urgent. Unfortunately, there may not be enough resources to respond to every call. As a result, reports of burglar alarms will not be treated as a priority and may not receive a response for some time after the hurricane has passed.

The Monitoring Station

The monitoring station will also be dealing with higher traffic. CMS has provided the following information:

• CMS has increased manpower at its Longwood, FL, and Manasquan, NJ monitoring centers. Please be aware that despite our best efforts, callers may still experience longer than normal wait times.
• Please understand first responders will no longer respond to dispatches from CMS once sustained winds reach 45 mph.
• CMS will continue to do everything possible to ensure the safety of our dealers, their subscribers, and our employees.

CMS is always prepared with true redundancy; It is equipped with three (3), UL listed, FM (Factory Mutual) approved monitoring centers located throughout the United States. Its monitoring centers are connected using the latest in communications technology, allowing it to load balance by redistributing operator resources during spikes in alarm activity.

If disaster strikes any one of the CMS monitoring centers, each of them is backed up by two (2) generators and uninterruptable power supplies Each center is prepared to route alarm signals to the other CMS central stations located across the country. Through the years, CMS has seen just about every type of emergency. They have the experience and facilities to keep them running 24/7 in the face of any storm or other disaster.

With their unique infrastructure, CMS is ready to handle nearly any conceivable situation. Their operators are second to none in the industry. If you call on them, they will be ready to assist you in any way they can. Please heed warnings from experts in your area and evacuate your family, your pets, and yourself if advised to do so.

Alarm Grid offers the latest wireless keypads, compatible with IQ4 and IQ Pro panels. The Qolsys IQ Keypad-PG is a simple capacitive touch keypad, while the Qolsys IQ Keypad Prox-PG adds a prox tag reader for easy use. Both keypads offer PowerG's impressive range for reliable communication.

Below is the IQ Keypad Prox-PG. The bullseye symbol in the lower right denotes the proximity reader:

As wonderful as a big, beautiful touchscreen interface is, sometimes you just need to arm or disarm the system and don't want to walk to the panel to do it. Maybe you're entering or exiting through a seldom-used basement door or planning to hang out in the garage when you arrive home. A secondary arming and disarming station can come in handy, for a wide variety of reasons.

Enter the two (2) new PowerG keypads available from Qolsys. The Qolsys IQ Keypad-PG is a basic wireless keypad that allows you to disarm by entering a valid code through the number pad. It has icons for single-touch Night, Away, and Stay arming when secure arming is disabled. When secure arming is enabled, arm using any valid user code.

If you can arm through the touchscreen without entering a code, then Secure Arming is disabled. You can change this setting by tapping the gray menu bar at the top of the screen, above the date and time, then tapping Settings > Advanced Settings > Enter Installer or Dealer Code (1111 or 2222 respectively, by default) > Installation > Security & Arming > Secure Arming. This feature is disabled by default. That means, by default, you can arm the system without entering a valid code.

When we talk about the IQ4 panels, we're talking about the IQ Panel 4, the Qolsys flagship, top-of-the-line, feature-rich touchscreen panel. Also included is the IQ4 Hub, another touchscreen panel with a slightly trimmed-down feature set. And finally, the IQ4 NS rounds out this panel lineup. The IQ4 NS is a budget-friendly option with nearly identical features as the IQ4 Hub, minus the touchscreen interface. All these panels support the IQ Keypad-PG and the IQ Keypad Prox-PG and prox tag arming/disarming. Just be sure the panel has the latest firmware.

IQ Keypad-PG

The IQ Keypad-PG is a stylish capacitive-touch numerical keypad. It has PowerG wireless transmitting capability and offers superior range, military-grade, 128-bit AES encryption, and bi-directional communication with the panel. Four (4) AA batteries are used to power the unit. Only Energizer AA 1.5 Volt Alkaline batteries should be used. The expected battery life is three (3) years. Each alarm system can support up to five (5) keypads.

IQ Keypad Prox-PG

The IQ Keypad Prox-PG has the same features and specifications as the IQ Keypad-PG, with one exception. It supports prox tags. If you're unfamiliar with prox tags, they're small, hand-held devices that allow you to easily arm and disarm the system by presenting the tag to the keypad in the designated space. When you present your valid tag to the keypad while the system is armed, it will toggle the system to a disarmed state. If you present your tag to the keypad when the system is disarmed, it will attempt to arm the system.

Prox tags come in packs of four (4). The included clip allows them to connect easily to a key ring:

If Force Arm is enabled when you present your prox tag to arm the system, any faulted zones will automatically be bypassed and then the system will arm. If Force Arm is disabled the system will refuse to arm until all zones are restored and the prox tag is presented again. Also, when you present a prox tag to the keypad while the system is disarmed, it will first attempt to arm Stay, then if you present the tag again, it will arm Away.

You can verify the Force Arm setting by tapping the gray menu bar at the top of the screen, above the time and date. Then tap Settings > Advanced Settings > Enter Installer or Dealer Code (1111 or 2222 respectively, by default) > Installation > Security & Arming > Force Arm. This feature is enabled by default. That means, if you attempt to arm and any zones are open or faulted, they will automatically be bypassed so the system can arm.

Specifications:

• Models: IQ Keypad-PG, IQ Keypad Prox-PG (4 Prox Tags Included)
• Interface: Capacitive touch keypad (0-9, *, #, Arm Stay, Arm Away, Arm Night options)
• Available Frequency: PowerG 912 - 919 MHz
• Status Indicator: Status LEDs (Trouble, Arming, Status)
• Sounder: One (1) for key presses, chirps, and alarms.
• Tamper: Yes, Wall and Enclosure Tamper.
• Power Source: 4 x AA – Use only Energizer AA 1.5V Alkaline Batteries.
• Dimensions (H x W x D): 6.1” x 4.6” x .91” (155mm x 117mm x 23mm)
• Mounting Options: Back plate, wall mount only.
• UL/cUL/ULC Certification: UL/cUL Residential Fire and Burglary and UL/ULC Commercial Burglary Alarm Control Unit. Compliant with standards: UL985, UL1023, UL2610, ULC-S545, ULC-S304.
• FCC/IC Certification: FCC ID: 2AAJXQS-IQKP IC: 11205A-QSIQKP.
• Operating Temperature: 14°F - 131°F (-10°C - +55°C) With up to 93% relative humidity, indoor, dry, climate-controlled use only (*)

*UL has only verified operation in 32°F - 120.2°F (0°C - +49°C) and 93% Relative Humidity.

Our monitoring station partner CMS has a proven track record of providing reliable service, even during challenging conditions. With three facilities located in Florida, California, and New Jersey, they are well-equipped to handle the potential impacts of Hurricane Helene, as you'll see here.

Hurricane Helene, now a Category 3 storm with winds reaching 120 MPH, is expected to make landfall tonight on Florida's west coast near the panhandle. This powerful storm will likely impact residents in Florida, Georgia, Alabama, South Carolina, North Carolina, Virginia, and Tennessee in the coming days. If you live in the affected area, please prepare accordingly and follow the evacuation orders issued by local officials.

If you are an Alarm Grid monitored customer located outside the area affected by Hurricane Helene you should notice no change in the way your alarm signals are treated. Although CMS has a location in Florida, its system routes incoming alarm reports to eliminate any negative impact on customers in unaffected areas.

If you are in the affected area, you can expect that low-priority signals (residential or commercial power failures, low batteries, supervisory and trouble signals) will be disregarded during the storm. Disregarding these signals frees operators up to concentrate on emergencies.

During the storm, the CMS Interactive Voice Response (IVR) system will initially handle all burglary alarms. The IVR uses Natural Language Speech Recognition (NLSR) to handle Burglary Alarms (except dispatch), and notifications on low-priority calls. This will be the case for any accounts in the affected areas while the storm is ongoing.

The IVR system provides immediate response to thousands of signals simultaneously, allowing Alarm Specialists to focus on responding to emergency conditions, i.e., Fire, Panic/Holdup, and Medical. In areas hit by Hurricane Helene, emergency personnel will likely cease responding to non-emergency calls for service, including burglary alarms.

For our customers who are in the path of this storm, please heed the advice of local officials and weather professionals. Do what you need to do to keep yourself and your family safe. When all is said and done, that's all that matters.

We're excited to announce that Alarm Grid is transitioning to a state-of-the-art customer relationship management (CRM) system. This powerful new tool will streamline our operations, enabling us to provide even better support and service to our valued customers. Our customers are like family.

As we implement this new system, there may be temporary delays in responding to phone calls and emails. We apologize for any inconvenience this may cause and appreciate your patience during this transition period.

Once the new CRM is fully integrated, we'll be better equipped to:

• Efficiently track customer information.
• Promptly respond to support requests.
• Offer more personalized assistance

Our goal is to emerge from this transition with a more robust and efficient customer support process. Thank you for your understanding as we work towards a brighter future for all of us at Alarm Grid.

For customers with full central station monitoring, rest assured that our partnership with CMS and Rapid Response remains unchanged. Both monitoring stations will continue to provide the same professional service you've always relied on. Your system's security and response times will not be affected by this update.

If you're an Alarm Grid customer and you need assistance, send us an email at support@alarmgrid.com. We're still here, and still looking out for you and your system, we just may be running a little behind. If you have an issue or request that can't wait, give us a call at 1-888-818-7728. Our support hours are Monday - Friday from 9:00 AM - 8:00 PM EDT.