5 Things to Consider When Comparing Security Providers
How Long Has Your Security Provider Been Operating?
The alarm industry is no stranger to acquisitions and name changes that can disrupt customer relationships. Some research on the security provider’s operational history may shed light on what you can expect for long-term service reliability. It is not uncommon for customers to find that their service agreement has been transferred to a new company. Their original provider has changed ownership or management. Their primary contact is no longer employed with the organization.
- How long have they been in business under their current ownership structure?
- Have they ever been sold to another company? One or more times?
- Have they ever operated under another business name or brand?
- How many tenured staff members do they have in key positions?
What Do Online Reviews Say About Your Security Company?
Security companies will tell you lots of positive things about their services and capabilities. If they don’t promote their strengths, you really may want to reconsider them as a viable option. But to find out how existing customers and the broader market feels about their performance, check out reviews online from multiple sources. Some companies disable review features on their profiles so you may have to dig deeper into research. Look at social media advertisements and read customer comments on their posts. Visit industry forums and neighborhood Facebook groups for unfiltered feedback. Check Better Business Bureau listings or even search newspaper articles that include the company name. Beware that when a security company is purchased by another organization, you may be reading reviews of the original organization pre-acquisition. If you are still unsure about their reputation, ask if you can contact some current clients for direct referrals.
What Service Response Times Can You Expect?
Service and support capabilities are critical factors when it comes to effective security system performance. Understanding what to expect from your security provider is incredibly important since your service agreement may leave you feeling powerless if you are dissatisfied with response times or support quality.
- What should you expect when you call in for service or technical support?
- Will someone live answer the phone during business hours? Will you have to wait on hold for extended periods?
- What is the average response time for a qualified technician to come to your site?
- Is on-call emergency service available outside normal business hours?
- How large is their service team relative to their customer base?
- Are the security technicians properly vetted and qualified for complex installations? In Alberta, there is no licensing requirement for security technicians which means that you must be confident that the partner you choose properly vets their technical staff.
- How much does a standard service visit cost beyond your monthly monitoring fee?
- Is there a warranty period on installation work and equipment?
- What types of service issues are excluded from warranty coverage?
How Fast Will Your Alarm Monitoring Center Respond?
When your security alarm system activates, you need to know you can count on your security partner to respond quickly and correctly to potential threats.
- Where will your alarm signals be monitored from geographically?
- Is the company responsible for your alarm monitoring the same company responsible for your equipment service?
- What is the average alarm response time from signal to emergency dispatch?
- Does your installation quote consider local municipal bylaws and system recommendations to ensure you get the emergency response you need?
- What are the false alarm statistics for this security provider?
- Who is responsible for any municipal charges if the authorities respond to a false alarm?
Can Your Security Provider Handle Future System Expansions?
The security system quote you are considering is designed to meet your current facility needs and threat assessment. If your security needs should change in the future due to business growth or new requirements, will this provider be able to accommodate expanded services? If not, you may need to enlist new providers and sign various agreements or contact multiple companies for ongoing support.
- Do they offer ULC fire monitoring services for comprehensive facility protection?
- Do they offer video monitoring or video verified response capabilities?
- Do they support access control systems, intercoms, or other access management solutions?
- Do they have a rental option for any short-term security needs or temporary installations?
- Do they offer integrated solutions that would support multi-site security management across multiple locations?