Support
Customer support
Customer
From design to maintenance, the Protectas Technology team is there for you. With our security experts, we strive to meet all your needs.
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Customer support FAQs
Do I have to make monthly payments?
Your monthly fees or monitoring fees can be paid every month, but you can also pay every 2, 3 or 6 months, or even annually. If you wish to change the frequency of your payments, please contact our Customer Service department.
What happens if I end my subscription prematurely?
Your subscription confirms your commitment to protection for a specific period. If you wish to terminate the contract prematurely, you may be charged a penalty depending on the terms of the contract. If your protection needs change over time, don't hesitate to discuss them with one of our advisers, who will be happy to analyse your needs and draw up a security plan specific to your lifestyle.
What is included in the preventive maintenance service?
For the duration of your Protectas Technology service contract, the following items are covered:
- travel expenses for technicians
- labour
Please refer to our general terms and conditions for full details.
How do I add options or change my current services?
If you would like more information about our products and services for adding or modifying your system, please contact us.
Technical support FAQs
Can I test my security system?
You can check that your system is operating correctly at any time by using the appropriate keys on the keypad. One of our monitoring centre operators will contact you to confirm that the call has been received. If you do not receive a call from our monitoring centre, or if you would like to find out more about carrying out a test, please contact our technical department. We recommend that you carry out at least one test per month.
What do I do if I have a technical problem?
Protectas Technology has specialists who can provide technical assistance. Our technicians benefit from ongoing training, which means their knowledge is always up to date with the latest technologies and innovations in Protectas Technology systems. Feel free to contact our technical department.
I've forgotten my code for disarming my system. What should I do?
Access your system's platform. This will allow you to change your password. If not, call Protectas Technology customer service.
Monitoring FAQs
What should people on my emergency list do?
The people on your file must be able to help the public services in the event of a real alarm. For example, they must be able to access the alarm site and confirm with the monitoring centre dispatcher whether or not public services need to be mobilised. It's important to keep your emergency contact details up to date. If you wish to make any changes or amendments to your list, please contact us or update directly via the online customer data form.
Will I be charged for false alarms?
You may be billed if the public services are called, if the monitoring centre is unable to confirm that the alarm is false, if you forget your password or if you request an intervention without an alarm having been transmitted by your system.
What happens if the police or fire brigade are contacted?
If the emergency services are contacted, it is only after visual confirmation on site or remotely. They will carry out checks at your address. Please note that false alarms caused by incorrect operation or system malfunction may result in charges and/or suspension of the service. In all cases, Protectas Technology invites you to contact our customer service team, who will be able to help you.
What happens when an alarm is triggered?
When your system is triggered, our remote monitoring centre is alerted. An operator will attempt to check the alarm.
Home Security FAQs
I sold my house. How can the new owner reach you?
A few weeks before you leave home, contact our customer service department.
I'm selling my house. Can I still benefit from my security services?
Yes! When you begin the process of selling your home, notify our Protectas Technology customer service department as soon as possible. Our member of staff will explain the steps involved in installing and renewing your services. By doing so, you can benefit from a number of opportunities for installing security in your new home!
What happens if I move into a home with existing security features?
If the previous owner was Protectas Technology, we can easily change the owner of the old system. Whether or not you know the password for the system in your new home, we recommend that you only use the security system after calling our customer service department. This will enable you to create your complete file, so that you can start using your system with complete peace of mind.
What should I do when renovating my home?
During renovation work and when there is a high risk of dust or debris accumulating in the air, please follow these steps to avoid false alarms:
1. Inform our customer service department so that your system's signals can be better managed during the planned refurbishment period.
2. Protect and cover your smoke detector to prevent debris from accumulating.
Will I get a discount on my insurance if I have a security system?
A number of insurance companies offer a certain level of discount on insurance premiums depending on the type of protection and whether or not the security system is linked to a remote monitoring centre. Ask your insurance company about the level of discount offered by a 24/7 monitored security system.
Once your security system has been installed, Protectas Technology will send you a remote surveillance certificate confirming the type of protection provided for your home. You can then send it to your insurance company. For more information, please contact our customer service department.
3G transmissions FAQs
What does the end of 3G mean for me? What does this mean for my intruder alarm systems?
In an effort to invest in and improve their networks, operators are upgrading all communication devices to LTE (4G) communication and will no longer support (i.e. withdraw or remove) 3G communication technology. This is why your device must be upgraded to an LTE communication device to avoid any loss of communication with our monitoring centre.
I've received an email, letter or call about my 3G system. What should I do?
If you have received an e-mail, letter or call from Protectas Technology regarding your 3G system, it is very important that you take immediate action and contact us. We need you to update your security system as soon as possible to ensure continuity of transmission between your alarm system and our monitoring centre.
Call 058 123 04 50 to speak to a consultant who can advise you on the best options for your system.
When should I update my system?
We recommend that you take immediate action. Contact us today to ensure the continuity of your alarm system's transmission with our remote monitoring centre. Operators are upgrading all communications devices to LTE (4G) and will no longer support 3G communications technologies from the end of 2025.
