Dear Shield Customers,
I want to start by thanking you for your business and the honor of helping protect what is important to you. It is a responsibility that we don’t take lightly. In keeping with our commitment to providing the highest levels of security and customer service, you may have noticed that we have been making some improvements.
The improvements are going to be in two areas: First, we have almost completed our transition to our new central station, CMS. We are in the process of reprogramming our remaining landline accounts to the new central station and then that migration will be complete. The second update will be that we are modernizing our billing systems to give you more ways to manage your accounts and payments, to provide you more convenience and flexibility.
The first thing you may have noticed is that we are transferring your alarm monitoring to our new 24 hour state-of-the-art communications facility, CMS. The decision to upgrade our central monitoring services is based on one primary factor: our personal commitment to provide the first-rate quality service and protection that you deserve. Their new on-line capability, with one of the most technologically advanced communications centers in the country, has enhanced our ability to provide exceptional monitoring service.
What you will be seeing:
- As with our previous monitoring center, CMS is Underwriters Laboratories listed, Factory Mutual approved, and Security Industry Association certified so that your protection meets strict standards set by each of these governing agencies in areas such as response time, staffing and training requirements, automated record keeping, and computerized alarm response procedures.
- CMS has three redundant monitoring centers to improve availability and response time.
- New: When routine trouble signals are received, our default communication will be via text and email, so as not to bother you, but you may still request phone calls for those
- New: You will be given the option of a smartphone app that will give you a portal through which you can make changes to your contact list or put your account on test
- New: 24 hour tech support, while most all system issues can be resolved by rebooting your system, we are also going to be implementing access to basic tech support after hours to at least help you silence alarms and trouble beeps until the system can be serviced.
- You may have noticed that if you are just a little late disarming your system, we won’t call you if we receive the cancel from your system before we’ve started verifying the alarms. You can though still receive a text message or email.
- Our billing platform is also being modernized, adding options like a customer portal, electronic invoicing, SMS invoicing and online payments.
- Important Note: Not all accounts have been transferred yet. While most of our accounts have been upgraded, those served over landline connections and a few of our Honeywell security systems will continue to be switched over throughout this month. For those accounts, calling the 877-660-0750 number can still get you to the previous central station.
We are confident that you will experience an even greater level of service and peace of mind due to the many advantages offered by our new monitoring center. Going forward, you can contact the Central Station directly by calling 1-833-596-5544, and as always, no matter what you need, you can call 913-660-0750 and at the prompt, press 9 to also be directed to the central station. Prompts 1, 2, 3 and 4 get you help with sales, account information, smart phone app and customer service, respectively.
We look forward to serving your security needs in the years to come and hope you are as pleased as we are with our new capabilities.