Q: How will the change to Netwatch North America impact my monitoring?
A: This change will provide additional monitoring redundancies which were not available before. This includes the addition of two UL listed monitoring facilities to provide better redundancy, in the cities of Dallas, Texas and Orange County, California. Additionally, incident reports will be delivered to the email of [email protected]; please whitelist this email address on any servers necessary to receive incident reports. Soon, there will be new features released to you; we will communicate these features in-advance.
Q: Which telephone number will I call to contact the monitoring department?
A: Please continue to call 877-686-5859 to reach the organization.
Q: Can I still email into the Calcom email address to report authorized activity? How do I email into the monitoring team?
A: Direct these emails to [email protected] and it will be received by our monitoring team. We will be eliminating the [email protected] email address.
Q: Will there be any change with how I access my video system?
A: There is no change in how to access your local video system. Your local hardware will continue to function just as it has.
Q: Who will I contact for a footage request or an investigation?
A: Please send these emails to [email protected]. Your footage request or investigation will be process by a PVM Support Service specialist.
Q: Who do I contact for protocol changes?
A: Please contact your Business Development Manager (BDM). If you are unaware of who that is, email [email protected] and request to have your BDM contact you. Your BDM will manage protocol changes with our internal teams.
Q: I have additional questions regarding this change. Who do I contact?
A: Please contact your Business Development Manager (BDM). If you are unaware of who that is, email [email protected] and request to have your BDM contact you.
Q: Do we need a new contract?
A: No new contract will be needed.
Q: Is there a new tax ID?
A: There is no new tax ID number.
Q: Does the legal address change?
A: Roseville address remains for the physical address. A new PO Box will be listed on your next invoice, starting July 1.
Q: Will we need a new W9?
A: Yes, please please email [email protected] to request a copy.