Support (F.A.Q.)

1) Does my alarm system call the police directly?
When an alarm goes off, the signal is sent to our Monitoring station. An operator will then process and dispatch as per your pre-determined response.

2) I am going away on vacation and having my neighbor watch my house. Should I let TS Surelock know when I am going away?
Yes. We recommend you call the Monitoring Station and let them know when you are leaving, when you are expected back and who will have access to your home.

3) I have a competitor's alarm system. Can TS Surelock Security Ltd. monitor it?
We can monitor most manufacturers' products. If we are unable to monitor your alarm system, we will exchange it at no cost. Some restrictions apply.

4) I need a user manual. Whom do I contact? Where do I call?
TS Surelock Clients can call the main office 1-877-669-6669 and submit their request to have a manual mailed out to them or e-mail a request to info@tssurelock.com.

5) I'm having problems with my system. Whom do I call?
TS Surelock Security Ltd. would be happy to assist you. We have technicians available 24 hours a day. Call our office number at 306-242-3511 and ask for the Service Department. They will schedule a date and time that is convenient to come to your home and check your system.

6) If my power goes out, will my alarm system still function?
In the event of a power outage, the control panel has a back-up battery that will provide power to your system to allow it to function for several hours.

7) How do I update the people listed on my contact list?
It's easy. Just call TS Surelock Security's Monitoring Station anytime at
306- 665-3005 and ask to update your contact list.

8) Should I get a wired system or a wireless system?
Many factors affect this choice. The major factors are the unsightly surface mount equipment and the possibility of transmission jams from other radio systems nearby. Another factor to consider is cost. Although wireless is quicker to put in, the components are more costly, have a higher rate of obsolescence and require regular battery changes.

9) Wouldn't the police charge me if they had to respond to a false alarm at my home?
There are penalties for false alarms, which vary according to the jurisdiction and location. 90% of false alarms come from user error. Make sure every user is well trained or call TS Surelock Security Ltd for assistance. False alarms can usually be avoided if you disarm the alarm and call in right away.

10) Do I need to put an alarm sensor on every exterior door and window?
We recommend contacting all exterior doors. Accessible windows can be contacted as an option. It is also recommended to have one interior motion detector installed on every floor.

11) So how much can I expect to pay for a good alarm system?
An alarm system is only as good as the company installing and monitoring it. Basic alarm systems can be leased for around a dollar a day or can be purchased outright and have lower monthly monitoring costs.

The cost of your security system is dependent upon the type of protection you require and how you want it to perform for you. It is, therefore, difficult to pre-determine the cost of a security system. However, TS Surelock Security Ltd would be pleased to provide you with a free security quotation that is tailored to meet your needs.

12) If I forget my user code or have a problem, can you turn my alarm system off for me?
No, your system is an independent unit and can only be turned off at your keypad.

13) I set off my alarm accidentally, I disarmed it quickly, but no one called me. Why not?
Our automated monitoring station will cancel your alarm signal if it sees your disarm code within 60 seconds after the alarm signal.

14) Should I be testing my system regularly?
Yes. It is the customer's responsibility and it's easy to test your system; just refer to your user manual. Please remember to call the Station prior to testing and advise an operator that you will be testing your system.

15) My invoice was slightly higher than I expected. What were the extra charges?
Your first invoice will be pro-rated to reflect the actual start date of your service.

16) Can I extend my warranty?
Yes, you can. For a few dollars each month, you can rest assured that your system and components are covered for repair. Some conditions apply.