Customer service and technical service
Do I have to make payments every month?
Your monthly fees or monitoring fees can be paid every month, but you can also pay every two, three or six months, or even annually. If you want to change how often you make payments, please let a customer services agent know. You can also make payments by being invoiced, either by direct debit or credit card.
Can I test my security system to check that it is working properly?
You can test that your system is working correctly at any time by using the appropriate keys on the keypad. One of our monitoring center’s operators will contact you to confirm they received it. If you don’t receive a call from our monitoring center, or if you would like to know more about carrying out a test, contact our technical department. We advise that you carry out at least one test per month.
I have a service contract (Extended maintenance service) with Microtec, what’s covered?
For the duration of the Microtec service contract, the following is covered: travel costs of technicians, cost of equipment and labor, excluding battery changes and technicians travelling outside of normal working hours, i.e. from 9am to 5pm, Monday to Friday. See the “Guarantee” clause of your subscription form for all the details.
What should I do if there is a technical problem with my security system?
Microtec has specialists who can provide technical support to subscribers. Our service-representative team members undergo continual training so they can help customers over the phone, with any technical questions. Our technicians also benefit from continual training which means that their knowledge is always up-to-date when it comes to the latest technologies and innovations of Microtec’s systems. Do not hesitate to contact our technical department.
I’ve forgotten my password or my code to disarm my system, what do I need to do?
Phone Microtec’s customer services to choose a new password for your system. By doing so, you will be able to check that your system is working correctly by telephone and thus update your protection.
How can the new occupant of my sold house quickly reach the alarm company?
A few weeks before you leave your home, update your file with a customer services agent who will arrange to send you, by mail, a sticker with the details of Microtec that you can affix to the main keypad at the residence. This way, the new occupant can reach Microtec at any time in order to understand how the system works there.
I’m selling my house, how can I continue my subscription?
When you start the process of selling your home, notify a Microtec agent as soon as possible who will explain the steps to install and renew your subscription form. By doing so, you could benefit from a number of sales and discount opportunities when installing at your future home. You can also let us know that you are moving houses by filling out the “Moving Houses” section on this website.
What should I do during renovations in my home?
During home renovations, when there is a high risk of accumulating a lot of dust, mold or debris in the air, please follow these steps in order to avoid false alarms:
- Protect and cover your smoke detector with a resistant surface preventing any debris from accumulating there.
- Let a technical service agent know so that your system’s signals can be better managed during the planned renovation period.
What will happen if I end my subscription prematurely?
Your subscription form confirms your commitment to being protected for a fixed period. If you want to end it prematurely, this may result in penalties being billed to you depending on the contract terms.
If your protection needs change over time, please let one of our customer services agents know who will more than happily analyze what you need to establish a security plan specific to your way of life.
When does my Microtec subscription renew?
When your subscription form expires, we invite you to contact one of our customer services agents to re-discuss your security needs. Otherwise, your subscription will be automatically renewed on a monthly basis (residential client) or on a yearly basis (business client).
What do the people listed in my file to contact in case of emergency need to do?
The people listed in your file should be able to assist public services in cases of a real alarm, by accessing the site of the alarm and confirming, for example, with the monitoring center dispatcher if the public service should be mobilized out or not.
Note that it is important to keep the contact information of your list of emergency contacts up-to-date. If you wish to make changes or modifications to your list, contact one of our technical service agents.
Is there a charge if I set off my system by mistake?
Following an alarm being triggered, no charges will be sent to you by Microtec for the monitoring center receiving this and checking it out, whether or not it is a real or false alarm.
However, depending on the municipality of your town, you could be charged if public services are dispatched, if the monitoring center is unable to get your confirmation of false alarm or if you forget your password.
What happens if the police or fire service are called out?
The public service will carry out checks at your address. Depending on the municipality, a certain number of false alarms due to system error or malfunction may result in charges and/or suspension of response service. In any case, Microtec urges you to contact one of our customer services agents who will know how to help you.
What happens when an alarm is triggered?
When your system is triggered, this directly sends an alarm to Microtec’s monitoring center. A dispatcher in the monitoring center will check whether it is a real alarm by phoning the site. If you are there and answer the call, the dispatcher will request your password and ask some standard questions. If you don’t answer the call, the dispatcher will carry out the procedure set up when you signed your subscription form, which, in general, means calling the public service needed in your municipality and then getting in touch with the persons named on your list.
If it is a false alarm, it is very important that you don’t attempt to call the monitoring center directly, as by doing so, you will block your line and we won’t be able to get hold of you to check if it is a false alarm or not and we will dispatch the public service to your site. Wait for a dispatcher to get in touch with you and, after giving him/her your password, let him/her know that it’s a false alarm.
Subscription service - sales
- Can I get a discount on my insurance premium by having a security system?
How can I fully take advantage of the services provided by my alarm company?
If you would like more information about our products and services to add to or change your system, ask one of our customer services agents.
Why have a monitored security system?
The goal of having a monitored security system is to prevent the higher risks of loss of lives and assets caused by fire and/or intrusions that may occur in homes, business or shops.
With the right protection equipment, any devastating situation can be avoided. This is why we offer, on top of fire and theft systems, increased protection against home robberies, floods, temperature changes and gas poisoning whether or not you’re at home.
Monitoring services provided by Microtec, along with our high-technology security equipment, play a determining role in the preservation of human life in any emergency situation.