I’m going out of town soon
– can you contact me while I’m on vacation?
Yes. At least 2 days before you leave, fax ORCA a note with the temporary contact
information for while you will be gone. Be sure to include your password and
signature. In this note indicate when you should be called.. For example: You will be gone
on a trip for a three day weekend. You provide ORCA the phone number to contact you with
the instructions to contact you if no one on your Emergency Contact List can respond.
How do I change my emergency contacts?
…password? … address? … et cetera? Why do my requests to change things on
my account have to be made in writing?
 You can change any
of the information you provided on your monitoring agreement, as long as you notify
ORCA in writing. Simply call and request a new monitoring agreement to update the
information, or write us a note with both the new and the old information. Always
include your password and signature. ORCA requires all changes to the monitoring service
be made in writing for your protection. By signing your name and password, you ensure that
no one else can make changes to your service, and ensure that ORCA will continue to
protect your home.
How can I test that monitoring is working?
In short, set off your alarm. ORCA encourages periodic testing to make sure your system is
working properly. First, you should call ORCA to let us know you will be testing
(this way we won’t call the police if we don’t get through to you on the first
try). Next, trigger an alarm by arming the system and opening a protected door or
window, or by simply pressing the panic button. Finally, have your password ready and let
the alarm sound until ORCA calls to make sure everything is OK.
What do I do if I accidentally set my alarm off?
The first thing to do is disarm the alarm. By doing this quickly, you can prevent the
system from calling ORCA at all. After the alarm is disarmed, wait a couple minutes
to see if ORCA calls. If we do, have your password ready to let us know the alarm was an
accident. If ORCA doesn’t call, you probably disarmed the system in time. Call ORCA
to check that this is the case. In either event, make sure you talk to ORCA.
What do I need to do to start monitoring?
How long does it take to get the monitoring activated?
Can I mail in the payment later and still be monitored?
To start monitoring follow these steps:
1) Fill out your Monitoring Agreement completely. Remember to sign page 2 (“Terms and
Conditions”). Also be sure that your phone number information is correct.
2) Fax or mail the Monitoring Agreement to ORCA. Keep the yellow copies for your files.
ORCA must receive your first month’s payment to start the service. If faxing
include your credit card information for faster processing. If you pay by check,
mail your first payment along with the Monitoring Agreement.
3) Set up the security system. Install your sensors and hook the console to the phone
line.
4) Call ORCA to have the system programmed to use the service.
5) Check with ORCA to see if service has started. It takes 24 hours to process your
Monitoring Agreement after we receive it.
6) Test the service. Set off the alarm to make sure everything is working. Your system is
now
monitored by ORCA.
What happens when the alarm goes off?
How does ORCA respond to alarms?
How long does it take for ORCA to respond?
How long does it take for the police to get to my house?
When your alarm goes off, ORCA’s Alarm Center goes into action. First your alarm is
processed by our alarm-response computer system. Then, an Alarm Agent takes control.
With the standard instructions, our Alarm Agent will call your home to make sure you
are not there. Then the Agent will call your local law enforcement. After the police
are contacted, ORCA will call your three Emergency Contacts. The average time from
when your system contacts ORCA to when the Alarm Agent calls your house is approximately
40 seconds. Police response to your home can vary; you should contact them for more
information.
Who can ORCA call when my alarm goes off?
When the monitoring is activated, do I have to have police called immediately?
Can ORCA call my pager or wireless phone when my alarm goes off?
ORCA’s service is designed to meet your needs. If your alarm is tripped, ORCA can
call any number you designate, no matter where the number goes. You can also tell us
in what order you wish your Emergency Contacts to be called.
How long am I bound to the contract?
How long of a contract do I have to sign for service?
With ORCA, the length of time you use the monitoring service is up to you. Unlike many
alarm companies, we don’t require that you sign a term contract.
Do I need a permit?
Laws vary in different cities and counties. You may need a permit to have a monitored
alarm in your area. Contact your local police to find out. If ORCA is notified that
you need a permit, we will contact you with the information you need to get one.
Does the alarm call have to wait on hold or go
through the voice options like when I call in?
No. Alarm calls from your security system go to one of several dedicated alarm lines and
are answered immediately by our alarm computers. An ORCA representative takes the
call soon after that. Your protection is our highest priority.
Do I get charged for the call when the system dials
ORCA?
No. All calls to ORCA’s alarm center are toll-free. |
