A: The purpose of having a monitored security system is to prevent the loss of life and property caused by fires and/or break-ins that can occur in homes and businesses.

With quality protection equipment, potentially devastating situations can be averted. That is why we offer, in addition to a fire and burglary protection system, enhanced protection against home robberies, floods, temperature variations and gas-related poisoning, whether you are at or away from home.

The monitoring services offered by Microtec, combined with high-tech security equipment, play a decisive role in saving lives in all types of emergencies.

A: All of the information concerning the frequency of your payments, the length of your subscription, the category of protection provided and the name of your representative is recorded in your signed agreement. This information facilitates the management of your security.

Without exception, the owner must sign the subscription form in order for it to take effect. If you have questions about your subscription form or the related clauses, please get in touch with one of our customer service representatives who will be pleased to provide you with more information.

A: Several insurance companies offer a percentage discount on home insurance premiums depending on the type of protection (fire – burglary) and whether or not the security system is connected to a monitoring centre.

Check with your insurance company to find out if you qualify for a reduction of your home insurance premium because you have a security system that is connected 24 hours a day, 7 days a week.

Following the installation of your security system, Microtec will send you a monitoring certificate confirming the type of protection your home benefits from. You will then be able to send this copy to your insurance company to obtain the discount that was discussed. If you wish to obtain a new monitoring certificate, get in touch with a customer service representative.

A: If you would like more information about our products and services in order to add to or change your system, inquire with one of our customer service representatives.

A: You can test the operation of your system at any time by pressing the appropriate keys on your keypad. An operator from our monitoring centre will get in touch with you to confirm the receipt of your test signals. If the monitoring centre does not contact you or if you would like to know how to perform a test, get in touch with our technical service department. We recommend that you perform at least one test per month.

A: Call Microtec’s Customer Service Department to confirm a new password for your system. While you are at it, take advantage of this opportunity to conduct a test by telephone and to upgrade your protection.

A: Microtec brings together a team of specialists capable of providing technical support to its subscribers. The members of our team of customer service representatives receive on-going training in order to be able to assist our clientele with all sorts of technical questions over the telephone. Our service technician also benefit from on-going training enabling them to keep abreast of the cutting edge technologies used by Microtec in its systems and any innovations made to these systems. Feel free to get in touch with our technical service department.

A: Microtec ‘s service contract covers for its entire duration: the cost of the trips made by service technician, the cost of materials and the cost of labour except for changing batteries and travel time of technicians outside normal working hours, namely from 9 a.m. to 5 p.m., Monday to Friday. See the “Warranty” clause of your subscription form for all the details.

A: Your installments or monitoring fees can be paid every month, every two, three or six months, or annually. If you wish to modify the frequency of your payments, get in touch with a customer service representative. You can also make your payments by direct debit or by credit card, once the invoice has been issued.

A: When you make home renovations and there is a high risk of a significant accumulation of dust, mildew or debris in the air, we ask that you follow the steps listed below to avoid false alarms:

1. Protect and cover your smoke detector to preventing debris from becoming lodged in the detector.
2. Notify our technical service representatives about the nature of your renovations so that we may better manage the signals from your alarm system during the planned renovation period.

A: When you take steps to sell your home, be sure to promptly notify a Microtec representative who will explain to you the steps of the installation and subscription form renewal process. While you are at it, you can take advantage of the various purchasing opportunities and significant discounts at the time of the installation at your new home. You can also inform us of your move by completing the section "Are you moving?" in this Web site.

A: A few weeks before moving out of your home, update your file with a customer service representative who will see to it that you are sent, by mail, a sticker with Microtec’s contact information which you will place on the main keypad of the residence. That way, the new home owner will be able to contact Microtec at any time to find out how to operate the existing system.

A: Whether or not you know the password to the system in your new home, we advise you to call one of our customer service representatives before using the existing security system. That way, you can create your own password and will become the manager of your system.

A: When your subscription form is about to expire, we invite you to get in touch with a customer service representative to redefine your needs in an agreement that will give you access to the various promotions and discounts offered at the time of renewal.

Otherwise, on the anniversary date of the signing of your agreement, your protection will be renewed automatically.

A: Your subscription form confirms your desire to be protected during a fixed period. If you terminate it before this period expires, penalties will apply.

If your protection needs evolve over time, feel free to get in touch with one of our customer service representatives. He will be happy to analyze your needs to determine the level of security suited to your lifestyle.

A: When you have Microtec protection, namely, an operating security system installed and monitored by our alarm company, it means that your home is connected to our monitoring centres to ensure that help is dispatched quickly in the event of an emergency.

The term "monitoring" refers to the monitoring service that is provided 24 hours a day, 7 days a week, when our employees are watching over you and your property and ensuring your security.

A: When your system is triggered, it sends an alarm directly to the Microtec monitoring centre. One of the dispatchers at the monitoring centre will check the validity of the alarm by calling the premises. If you are present and you answer the call, the dispatcher will ask you for your password and ask the customary questions. If you do not answer the call, the dispatcher will follow the procedure established when you signed your subscription form, which generally consists of calling the appropriate public service of your municipality and then getting in touch with the persons appearing on your call list.

In the case of a false alarm, it is very important that you not call the monitoring centre directly. Otherwise, your telephone line will be busy and we won’t be able to contact you to find out if it is a real alarm or a false alarm and we will send the public services to the premises. Wait for one of our dispatchers to contact you and after you have given him your password, tell him that it is a false alarm.

A: The public service will come to your address to check if everything is okay. Depending on the municipality, there may be fees and/or a suspension of the response service after a certain number of false alarms attributable to system errors or malfunctions. In all cases, Microtec recommends that you get in touch with our customer service department which will be able to assist you.

A: Following the triggering of an alarm, Microtec will not bill you for receiving the alarm at the monitoring centre or for contacting you in response to the alarm, whether it is a real or false alarm.

However, depending on your municipality, there could be a fee for the response by the public service in the event that the monitoring centre was unable to obtain confirmation from you that it was a false alarm or in the case where you forgot your password.

A: The individuals listed in your file as persons to be contacted must be able to assist the public services in the case of a real alarm by gaining access to the premises where the alarm has gone off and by being able to confirm, for example, to the monitoring centre dispatcher whether he can cancel the response of the public service.

Please note that it is important to keep up to date the contact information of the persons on your emergency contact list. If you wish to make changes to or add or remove individuals from your list, get in touch with a customer service representative.