If you call our local number – (502) 966-8999 – one of two offices will answer. It depends on the time of day or perhaps if it’s a holiday.
On weekdays from 8:00am to 4:30pm
During normal business hours, you’ll dial through to our home office off Hurstbourne Lane in Louisville. One of our super helpful and friendly staff members will answer the phone.
If you need service out to your facilities, need to schedule a fire test, or just want a few new employees added to your access system, we’ll help you with that. This is also the time to call for billing issues, as our wonderful accounting department is available during normal business hours. They’re busy enough during the day. We don’t make them stay up all night.
On weekdays from 4:30pm to 8:00am and all day on weekends
If you call that same number after hours, though, the call will automatically transfer to our Central Station. Central Station is where our team of monitoring experts works. If there’s an attempted break-in or you need emergency assistance with your system, they can help you.
Central Station knows how our system programming works, so they can make emergency changes for you. They also known which on-call techs to contact in case you need someone out to your facilities right away. Lastly – their most important job – they’re the ones who make the decision to dispatch the fire or police departments in an emergency.
They monitor your system and make the call when they need to make it. Sometimes customers set off alarms on accident. Sonitrol verified systems are pretty good about making sure alarms are real before sending emergency teams. Still, if a false alarm goes off, Central Station is the place to call to make sure we don’t dispatch on you.
In fact, if you call us during normal business hours, we’ll transfer your call to them, so you can get the fastest possible response.
24/7 live support
This is how it’s done. Our home office takes care of the general business requests for servicing and installing systems while our Central Station takes care of the emergency, off-hour requests. That’s how we stay awake, keeping you secure all night, every night… 24/7, 365 days each year.
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