Here are some of our most frequently asked questions. Click on a question to expand the answer.
We recommend you submit all requests in writing. However, we can make changes to your account by simply calling our Monitoring Response Center at 1.855.285.5520. You will need to provide your account number and password in order to make any changes. If you need help filling out the paperwork, we can walk you through the process and let you know what information is required. It’s extremely important that you keep your contact list current.
Simply call our Monitoring Response Center (MRC) at 1.855.285.5520. They will place your account in “test mode.” You can then either send a manual test signal or test a specific device, and we will provide you with the results and make any recommendations.
Yes, you can! Many alarm systems we offer have interactive services that allow you to remotely access and control your system on your smartphone, tablet, or desktop. To find out more please call 507.288.5522.
Our Monitoring Response Center (MRC) is located at our main office in Rochester, MN. We staff our MRC with friendly highly trained dispatchers. If you wish to learn more about our MRC, please visit the Monitoring Response Center Page.
All systems are only as good as the monitoring behind them. We have some of the highest credentials in the alarm industry so you can rest easy knowing that Custom Alarm has your back. We also offer a certificate of insurance in order to receive discounts on your homeowner’s insurance. The discount varies based on your coverage, contact your insurance carrier for details. Fill out our Insurance Discount Form »
When we receive your alarm we respond as quickly as possible and contact you immediately. Depending on the type of alarm, we will dispatch appropriately.
No phone, no problem! Custom Alarm offers multiple types of communication; internet, cell and radio for your alarm system. If you would like to learn more about our wireless options, please click here.
Custom Alarm offers many different video surveillance solutions ranging from simple residential cameras to sophisticated commercial video management systems. All of our video systems are designed to put video images at your fingertips via your smartphone, tablet, or desktop. Before investing in video cameras, it is very important to first identify your objectives and expectations for your cameras. A video system must be designed properly to provide useful data that will serve your needs. Call one of our security consultants today at 507.288.5522 to learn more about how video cameras can help you manage your home or business.
If you have an alarm system that communicates through a landline phone, the alarm will seize the line to transmit the signal to our Monitoring Response Center. Please do not try to dial for approximately one minute on your landline phone, as it could interrupt the signal. Please call us after one minute on your landline or use a cell phone to call us.
That typically means you need a new battery. However, if it is a smoke detector we installed please contact us at 507.288.5520.
You may have had an interruption in how your alarm system communicates. To clear your keypad you will need to arm your system, set the alarm off, and let the siren go for approximately thirty seconds. Enter your code to silence the alarm and then disarm a 2nd time to clear the alarm memory and your keypad should clear. If you have tried these steps and still have an error, please contact us at 507.288.5520 and we will be happy to help assist you.
This will send a general fire alarm or panic alarm to the Monitoring Response Center. We will take the appropriate action once we receive the alarm.
Yes, your alarm should work because it has a back-up battery in the alarm system. The time that your back-up battery lasts varies, but can be as little as 1 hour up to 10 hours. If there is a power outage, your system may not be able to transmit a signal to our Monitoring Response Center (MRC) due to the type of communication that your system has and due to the operation of your system. We recommend changing your batteries every 2-4 years and having a back-up on your communication system.
One list is all of the people authorized to use your alarm system. They should all have their own passcode/word and their own arm/disarm code. The other list of people are those to contact in case of an alarm, typically referred to as ‘key holders’. Each person should have their own passcode/word which identifies who they are and allows them to cancel the alarm, should it be a false alarm. People can be both an ‘authorized’ user and a ‘key holder’, or just one or the other.
First, confirm that you are not in danger of a fire and that it is simply smoke which is contained and remain calm. If it is a life threatening situation, evacuate the premises immediately. If it was only due to smoke from something burning, remain calm and disarm your alarm system (it may continue to go into alarm until the smoke condition is eliminated). If you are a residential customer, our dispatchers will attempt to call the house one time, than dispatch the fire department. If you are a commercial customer, the fire department is immediately contacted and then a call is made to the premises. In any situation, call our Monitoring Response Center at 1.855.285.5520 immediately to notify them of the conditions of the situation. **Note, if the fire department was dispatched already, they may still send at least one truck to verify the premises is safe. ***If fire department is a volunteer fire department, there may be a fee assessed to the homeowner or business.
Our area of coverage is widespread, stretching from Twin Cities Metro, eastward to Western Wisconsin, Northeastern Iowa as well as all of Southern Minnesota. However, we do service other areas outside of the ones listed above, please contact us to find out if we are a fit for your security needs.
There are many different alarm systems, we recommend calling us first so that we can ask a few questions first to find out if we are able to adequately service your system. Please call our service department at 507.288.5520 and we would be happy to have a conversation with you to see if we are able to help.