Do I always have to pay for the dispatch of a patrol vehicle to my site?
Yes, starting from the second dispatch. If your system has issued repeated false alarms within the past 30 days, you will be required to pay 25 euros + VAT (business customers) or 25 euros including VAT (private customers) for each dispatch from the second one. The price applies to all regions across Estonia.
The fee is always applied to those false alarms which arise due to an error of the customer. The cost of a dispatch is included in the monthly fee of the full service if the alarm was not caused by the customer and if the dispatch was not a repeat dispatch. In the case of the combined or information service, fees are payable for all dispatches – whether or not the alarm was caused by an error of the customer.
It is the obligation of the customer to service and monitor their surveillance equipment to prevent the system from issuing false alarms.
Can I cancel the dispatch of a patrol vehicle?
Yes. Within 3 minutes after we receive the alarm message, you can cancel the dispatch without having to pay the fee. For this purpose, please notify our alarm response centre by calling +372 6191899.
How much does it cost to call the customer service or alarm response centre of Forus?
The cost of the call is included in your phone call package, i.e. it depends on the price list of your telecommunications operator. Fees always apply to calling the short number of Forus. The cost depends on the price list of your telecommunications operator. Your calls are always recorded.
What are false alarms and what causes them?
There may be several different causes for a false alarm, such as equipment which has not been properly maintained or installed, or technical errors. False alarms may also often be caused by human errors – an incorrectly entered code, leaving doors or windows open, etc. In the case of a false alarm, it is important to apply quick and efficient measures to ensure the smooth functioning of the surveillance system.
How to report a false alarm or an error?
If an alarm is activated on your site, a signal is automatically transmitted to the alarm response centre of Forus and we will respond immediately. Any alarm is a priority for us.
In the case of an alarm arising from a false alarm or an error, you should immediately notify the alarm response centre of Forus by calling +372 619 1899 to cancel the alarm. A fee is applied for the response of a patrol vehicle to a false alarm irrespective of your service package.
How to prevent false alarms?
Repeated false alarms are often caused by human errors. It is very important to train your people and keep in mind that you should close and, if possible, lock all doors and windows before activating the systems, and make sure that there no moving items within the range of the sensors. This will significantly increase your security and reduce the risk of break-ins.
Alarms are often also caused by human error, if the user enters an incorrect code, forgets to switch off the system before entering an area which is under surveillance, or fails to leave the site within the permitted delay time after activating the surveillance system.
False alarms are very common irrespective of the equipment used. Routine maintenance must be performed at least once a year. In the course of the maintenance, the technician will check all parts of the surveillance system, their ranges, proper and accurate transmission of the signals to the alarm response centre, etc.
The maintenance specialist will also assess the overall functionality of the system and give advice for the use of the surveillance system or suggest the replacement of a certain part of the system.
It should be kept in mind that no piece of equipment will last forever and it is often more reasonable to replace the system than to start fixing an old and failing surveillance system. This will help to prevent technical issues and ensure the reliable functioning of the system.
If the system has not been serviced, the site under surveillance may issue numerous false alarms due to a failing piece of equipment or stop transmitting alarm signals altogether.
Unfortunately, there have also been a few actual loss cases caused by unserviced equipment, as the surveillance system was not activated when it was supposed to. The situations in which the system fails to activate or transmit the alarm signal in the case of a fire are especially dangerous, as human lives may be at stake.
What are the main differences between the information, combined, and full service?
In the case of the full service, the patrol vehicle is dispatched immediately and we will then call the customer. We will notify the customer about having received a signal from the site and having dispatched a patrol vehicle. The cost of a dispatch is included in the monthly fee of the full service if the alarm was not caused by the customer and if the dispatch was not a repeat dispatch.
In the case of the information or combined service, we will attempt to reach the customer before dispatching a patrol vehicle. If the customer does not respond, we will inspect the site. In the case of the combined or information service, fees are payable for all dispatches – whether or not the alarm was caused by an error of the customer.
How to order the maintenance of surveillance devices and how much does it cost?
You can order maintenance from us easily in the self-service environment of Forus, by calling +372 619 1999, or sending an email to email@example.com. Contractual customers have often also ordered the routine maintenance service from us.
The price lists of the maintenance services of Forus can be found here (for private customers) and here (for businesses).
Read more about the maintenance of surveillance equipment on our website.
Can I take care of the maintenance of my surveillance equipment myself?
We would advise you not to. There are special supplies designed for maintenance and you may easily damage your equipment if you attempt to service them. If this results in the alarm signal not being transmitted, you as the customer will be responsible. The maintenance works should always be performed by a competent specialist.
If you disassemble your surveillance equipment in your building or at home and attempt to service them yourself, a signal is immediately transmitted to our alarm response centre.
What happens if I enter the security code incorrectly several times or if I have forgotten the code?
If you enter the security code incorrectly several times, the control panel will be blocked. An alarm is immediately transmitted to the alarm response centre. Having received the alarm, we will call the customer to identify the reason. Then, we can find a solution together.
How close should a security guard or patrol vehicle get to my site?
In order to protect your site, the security guard should be able to reach your front door and, in the case of commercial building, enter the building (pursuant to the terms and conditions of the contract). Please make sure that you grant access for the security guards to the site under surveillance and give the security company all the keys and codes required for opening the doors and gates which lead to the site. Otherwise, we will not be able to ensure maximum protection for you.
Can construction works in my building have an impact on the functioning of the surveillance equipment?
Yes. If you are making rearrangements or performing construction works in your building or moving the entrance into the building, please notify the security company immediately. Such changes may have an impact on the transmission of alarms. For example, the operating range of the sensors may change and the surveillance equipment may no longer serve its purpose.