Pro-Mon FAQS

Pro-Mon FAQS

Frequently Asked Questions

 

    Q. How can I sign up for Professional Monitoring?

  1. Sign into your Iris account at www.IrisByLowes.com
  2. Click on Settings
  3. Scroll down to Service Plan and click the Edit button
  4. Choose the Professional Monitoring provided by UCC plan option
  5. The Web Portal will ask you to verify your USPS verified physical address and you will need to confirm that the address is a residential property.  
  6. The Web Portal will walk you through the device requirements for Iris Professional Monitoring.
  7. You will be asked to provide information that may help first responders better locate or access your home (e.g. Gate Codes)
  8. The last step before you activate your account will be to confirm you Iris PIN #.
 
       Q.   How can I cancel an alarm?
       A.   To cancel a Professionally Monitored Security, Smoke, or Panic alarm dispatch, simply answer the call from the Monitoring Station or call the monitoring station directly at 1-844-571-6006 to cancel the dispatch. Cancelling from within app will only stop the in-home alarm sounds. Call must be made to stop dispatch. Please note CO Alarms cannot be cancelled.

       Q.  What happens if I give an incorrect password to the Monitoring Station during an active Security, Smoke, or Panic alarm event?
       A.  The Monitoring Station will attempt to call others in your Alarm Notification List. If no one can verify their PIN, the Monitoring Station will attempt to dispatch the authorities.

       Q.   What is a grace period?
       A.   When a Security alarm is triggered, a grace period begins, giving you time to cancel the alarm before the monitoring station is notified. After the grace period ends, and the alarm has not been cancelled, either from your keypad, or the Iris app, the Monitoring Station will be notified.
 
      Q. How often should I test my alarm?
      A. It is recommended you test the alarm at least once a month.
 
      Q.   How do I manage on who needs to be notified in the event of an alarm?
      A.    At Iris, we understand that in emergency situations, it’s important to quickly notify close family and friends about what’s happening. A triggered Security, Smoke, CO, or Panic alarm will notify the people in your pre-assigned notification list about your emergency event. Contacts in your notification list will be notified in the order they are assigned. It is recommended to have more than 1 person on your list. For more on information on how to manage notification list click this article Manage Alarm Notification List.
 
     Q. What if my address is hard to find using a GPS?
     A.  In order for Emergency Responders to quickly and safely handle emergency events, if your home is not easy to access using a common GPS, please provide detailed directions in the Iris app to help first responders find your home.

     Q. What kind of alarms are offered and what are the requirements?
     A.
Security (Intruder Detection)
Professional monitoring provides the most effective and reliable deterrent to home intrusion. In the event of an attempted break in, local law enforcement may be notified and dispatched to your home.
Security Requirements: These are the devices that participate in your Security Alarm. More than 1 security device is strongly recommended to properly secure your home
 
  • Contact Sensor
  • Motion Sensor
  • Glass Break Sensor
  • Cameras (via Internal Motion Sensor)
  • Door Hinge Sensor
  • Tilt Sensor

Panic
An attempt to notify emergency personal will be made when a Panic alarm is triggered.
Panic Requirements: These are the devices that participate in your Panic Alarm. At least 1 is required. 
 
  • Keypad
  • Care Pendant*
  • Smart Button*
* A Rule must be assigned to the Care Pendant and Smart Button in order for them to interact with Professional Monitoring.
 
Smoke & Carbon Monoxide 
 Carbon Monoxide is odorless and colorless, and can only be detected with the right equipment. Breathe easy knowing personnel will be alerted if unsafe levels of Carbon Monoxide are detected. The fire department may be notified and dispatched to your home when a smoke detector is triggered.
Requirements: 
 
  • A smoke detector is required to participate in your Smoke Alarm. More than 1 is recommended to properly protect your home.
  • Carbon monoxide detector is required to participate in your CO Alarm. more than 1 is recommended to properly protect your home
 
Q. What are the types of Dispatches available?
A.

Emergency Dispatch – Smoke & Security
 
In the event of a true emergency, confirming the alarm in the app will expedite emergency dispatch. If the alarm is not confirmed through the app, the monitoring station will call the account owner and also the 2nd person in the notification list. If those 2 people are unable to confirm or cancel, the Monitoring Station will attempt to dispatch the authorities. Once verbally confirmed, emergency personnel will be asked to dispatch. In the event that no one can be reached by phone, an emergency responder dispatch will be attempted. 

Emergency Dispatch – CO
 
Because carbon monoxide is odorless, colorless, and highly dangerous; detection of unsafe levels of Carbon Monoxide in your home will result in emergency personnel automatically being alerted without requiring the alarm to be confirmed. Once authorities are notified, the Monitoring Station will then call your Notification List until someone is reached to inform them that the authorities have been notified. For your safety, emergency responders cannot be cancelled if dispatched in carbon monoxide emergencies.

Emergency Dispatch – Panic
 
A Panic alarm in your home will result in emergency personnel automatically being alerted. Once authorities are notified, the Monitoring Station will then call your Notification List until someone is reached to inform them that the authorities have been notified. 
  • A smoke detector is required to participate in your Smoke Alarm. More than 1 is recommended to properly protect your home.
  • Carbon monoxide detector is required to participate in your CO Alarm. more than 1 is recommended to properly protect your home
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Topic Information
  • Topic #: 30143-863
  • Date Created: 08/31/2017
  • Last Modified Since: 02/12/2018
  • Viewed: 73

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