How long has Colonnade Security been in business?
Colonnade Security Inc. was incorporated in October of 2006.

What experience does Colonnade Security have in the security business?
The owner of Colonnade Security got into the security business in 1980. He owned and operated Regional Protection Systems Inc. until 2002. He also was an owner and founder of Security 24 Monitoring Network Limited. Both of these companies were sold to multinational Security organizations.

Will my security system work if the power goes off?
Yes, in case of a power loss, the back-up battery will activate to maintain your alarm protection for several hours. In the event your battery is low, a low battery signal will be sent to the Colonnade Security monitoring centre so you can be notified.

If I have an emergency, should I call Colonnade Security first?
No, if you have an emergency, call 911 first. If you are unable to call 911, then depress the panic or fire alarm button on your touchpad, and Colonnade Security will request emergency services to be sent to you.

Testing my security system, who is responsible?
Yes, it is your responsibility to make sure that your system is in good working order. It’s easy to test your system; just refer to your owner handbook. If you find that a part of your system is not working properly, call Colonnade Security and request a service call. Your system will send us an auto test signal every 24 hours to let us know it is sending signals, but a physical system test should be preformed once a week, by the customer to ensure it is working properly.

What happens if I press the emergency buttons on my keypad?
If you hold down the panic, fire or medical alarm buttons on the touchpad for 1 to 3 seconds, an alarm is transmitted to the Colonnade Security monitoring centre, and emergency services requested will be dispatched immediately. An alarm received in this manner cannot be cancelled. We will call the location to confirm one of these emergency requests have been dispatched, but each will be dispatched before we call the location to verify.

I set my alarm off by accident. Do I need to call Colonnade Security?
At Colonnade Security we try to prevent false alarms from happening. Each time you arm or disarm your system, we will receive a user activity signal. When you set off the alarm accidently, we will receive an opening signal, but it is best for you to call us to confirm the false alarm.

If there is a problem with my security system and I cannot turn it off, can Colonnade Security turn it off from their office?
No, your system is an independent unit and can only be turned off at your control touchpad.

Does my warranty cover all service calls?
Service calls are covered under warranty for the initial term of your agreement. After the initial term of your agreement has completed, each service call will be chargeable for parts and labour required to repair the system.

Can I get an extended warranty?
Yes, Extended Warranty Plans are available to all customers. This warranty will cover your system for all parts and labour due to ordinary wear and tear on the system for the term you choose. Your system must be monitored during any warranty period.

Are batteries covered under warranty?
All batteries are covered for the first year. After the first year all batteries are no longer covered under warranty.

False alarms, who pays for a false alarm?
False alarms are the customer’s responsibility. If the false alarm is caused by an equipment problem, call Colonnade Security to repair the zone or problem. The Municipality you live in will have their own Alarm By-Laws and will enforce them. False alarms responses will be invoiced to the home or business owner.

Colonnade Security will always call the location or call list on burglar alarm signals before we dispatch. You, the customer will make the decision if you want the Police sent.

Does my contract automatically renew?
Term: This Subscriber Agreement shall remain in force and effect for an initial term of month(s) from the contract date or installation date (whichever is later). After the initial term, this Agreement shall automatically renew yearly (for a minimum of twelve (12) months), unless cancelled by either party by giving notice in writing of at least 60 days prior to the end of the initial term or any later anniversary date.