Update: Protection One OnLine Access now also offers the ability to make changes or additions to contacts on your account.

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1 Welcome to Protection One s convenient OnLine Access service! Our OnLine Access allows you to view your account information through a standard Web browser. In addition, if you subscribe to receive reports, OnLine Access also offers a variety of helpful information that can be generated for quick review and evaluation of account information. Several reports are available through Protection One OnLine Access, including alarm activity reports and database reports showing arming and disarming activity. Update: Protection One OnLine Access now also offers the ability to make changes or additions to contacts on your account. Changes to account information may be submitted via the OnLine Access Web site and will be updated within 24 hours. However, immediate updates may be requested and questions answered by contacting your Protection One OnLine Support Group at GET-HELP ( ). Representatives are available 24 hours a day, 7 days a week to assist you. We hope the following Guide assists you in using our OnLine Access service. As always, thank you for being a Protection One customer!

2 Table of Contents Logging in to Protection One OnLine Access 2 About the Protection One OnLine Access Home Page 2 3 Using Search 4 Viewing Account Information 5 13 Contacts 6-11 Adding New Contacts 7 9 Editing an Existing Contact 10 Event History 12 Mailing Address 12 Schedules 13 Zones 13 Site/System Detail 13 Connect to On-line Billing 13 Reports One-Click Report Options 14 Reports Accessed from the Report Menu Link 15 Account Summary Report 15 Activity by Event 16 Alarm Incident Report 16 Event History Report 17 Mail Out Report 17 Open/Close Report 18 Open/Close Exception Report 18 Conclusion and Contact Information 18 Glossary of Monitoring Terms 19-20

3 2 Logging in to Protection One OnLineAccess Once you have been set up to receive this service, you can use your assigned User Name and Password to log in. A notification with this information will be sent to you after Protection One has received your request for this service. For your security, the password should be changed after you first log in and set to one that you have personalized for yourself. If you need any assistance with this, please call GET-HELP ( ). Representatives are available 24 hours a day, 7 days a week. About the Protection One OnLine Access Home Page Multiple Sites - If you have multiple sites being monitored, the first page you ll see after you ve logged in to Protection One OnLineAccess is an overview page (the home page ), from which you may select the site you d like to view. IMPORTANT TIP: The first time this window is accessed, you will need to use the Search option to locate your accounts. You can search by name, address, or phone number as the most commonly used searched options. See pages 3 and 4 for instructions. At the top of the home page there are five (5) menu items: Home returns the user to the home page Search delivers the user to the Advanced Search page in order to locate an account or group of accounts through a variety of criteria Report delivers a list of account and event reports to the user from which to generate a report FAQ frequently asked questions and answers to them Logout logs the user out of Protection One OnLine Access Password allows the user to change his or her Protection One OnLine Access log in password

4 3 Menu Items Menu Items Directly below the menu, on the right-hand side of the window, are five (5) shortcuts for quickly navigating through Protection One OnLine Access: Go back; go forward (goes to pages previously accessed) Reload Page (the same as refresh) Go Home Help (displays messages, along with a summary of the user s system status) Exit (log out) If changes to the contact information have been submitted, additional reports will be available under the One-Click reports for pending or completed changes.

5 4 Using Search Click on the Search menu option or use the Advanced Search link to locate your accounts. Enter account name, site phone number, or site address and press enter or click search. Click on the CS# for the first account to post it to your home page. Repeat the search steps again and select the second account. Repeat this process until all accounts are selected and accessed. Once all accounts have been accessed, they will appear in the Recently Viewed Accounts Section of the home page for future use. A listing of up to 10 sites is available. For customers with more than 10 sites, a new search will access additional sites and replace recently viewed sites with the newest request. IMPORTANT TIP: To locate a residential account by name, you will need to enter last name, such as Patterson or Cassie for a specific account or Patterson for all accounts listed beginning with that name. To locate a business account by name - enter the business name, i.e. Patterson Veterinary Clinic for the specific account or Patterson for all accounts beginning with that name. Using an address or phone number also are easy search options for a single location. For customers subscribing to reports, a list of sites may be generated with a listing of CS numbers that can be used for easy look-up of a particular site. A quick search can then be conducted for an account from the home page using the CS#.

6 5 Viewing Account Information Once the desired account has been selected, information specific to the account will be available on the Site General Information window. Information available includes: Contacts to view or update contact information. An option is available to include or exclude expired contacts Event History to view alarm history for a specific period of time Mailing Address to view site mailing addresses Schedules to view open/close schedules Site/System Details to view site details; system details are not available at this time Zones to view zone information for points of protection Connect to Online Billing to view and pay your Protection One bill on-line Site Specific menu items In the lower portion of the window, the following information is available about the site: 1. Site Information general site information for the selected account 2. Current Status various pieces of status information about selected account including open/ close status, system test history and alarm activity 3. One-Click Reports quick reports that will deliver specific information about the selected account. Note: These reports are only available if user is subscribed to this service. If you do not subscribe to receive reports and are interested in doing so, contact us at GET-HELP ( ) 4. Other Systems On This Site an additional option will appear if the account has more than one monitoring system

7 6 Single Site - If you have one site being monitored, the Site General Information is the first page you ll see after you ve logged in to Protection One OnLineAccess. From your home page, simply click on the menu item or an underlined link for the information desired. SPECIAL NOTE: The first time the Web site is accessed, you will need to use the Search option to locate your account. You can search by name, address, or phone number as the most commonly used searched options. See pages 3 & 4 for search instructions. Contacts To see phone numbers and additional information for each person on your emergency contact list, click on the name to open the detail window. Using the Order drop list, contacts can be displayed in various orders. The two most common sort options are: CS Seq#, which lists contacts in the order called on an alarm Name, which lists them alphabetically by last name New Add a New Contact option is now available. See pages 7-11 for details. New Existing Contacts can now be updated on-line. See pages 7-11 for details.

8 7 Adding New Contacts Once the Add a New Contact link has been accessed, a blank screen will be exhibited. To find an existing contact option This option will give information on an existing contact. A search is conducted by entering a contact phone number currently listed for this individual. Partial information will be displayed. All changes must be made on the existing window for this contact, which can be accessed from the current list of contacts. Options and Fields Information must be entered in the field marked with an asterisk. The other fields will make the information more complete and assist Protection One representatives during dispatch on an alarm. First Name first name of contact (optional) Last Name last name of contact (required) Type type of contact for each name (required). If this individual is to be contacted in case of alarm, choose Monitoring Contact and enter CS Seq # regardless of other duties on the account. Below is a brief description of how the contact types may be used. o Billing contacted on billing issues. No CS Seq# needed. o General/Global contacted for general account information. No CS Seq# needed unless individual will be called on alarms. o Monitoring will be contacted on alarms. (CS Seq# required) Key? indicates whether or not a contact has a key to the home or business. Many police departments request this information in case of an actual event. (Required)

9 8 Authority Level Gives the authorization level and permissions for the specific individual. (Required) All Functions Level 1: This individual has full access to the account. This is the same authority level as the owner s codeword. Changes and updates may be made to the account, service can be requested, the system can be placed on test, and a police dispatch can be cancelled in case of an alarm. Individual may be given the owner s codeword to use or a separate PIN (password) may be set up for his or her use. Restricted (No Update) Level 2: This individual can do all of the things of a Level 1 authority except make changes or updates to the account. This user can request service, place the system on test, and a police dispatch can be cancelled in case of an alarm. A specific PIN (password) needs to be set up for this individual. Restricted (No Update/No Service) Level 3: This individual can only place the system on test or cancel a police dispatch. A specific PIN (password) needs to be set up for this individual. Limited Functions Cxl Only Level 4: This individual can only cancel a police dispatch in case of an alarm. A specific PIN (password) needs to be set up for this individual. Call List Only Level 5: This individual has no authority on the account. He or she will be notified of the name and address for the site in case of an alarm. However, no additional information can be given to this person. No requests or instructions can be followed from this individual. No PIN, codeword, or password is set up for this person. Relation contact relationship (Required) PIN password or passcode used by contacts to perform function(s) their authority level allows. A PIN is recommended for Level 2, 3, or 4. A Level 1 individual may wish to use the owner s codeword or may have one assigned specific to him or her. User # if panel is programmed with user # s (indicates who armed or disarmed the system for supervisory reports) user # will appear in this column (Optional). A number may only be assigned to he or she for the reporting to work correctly. The individual s name will appear in the alarm history when he or she arms or disarms the system. Up to 99 user codes are available. CS Seq# the order a person will be contacted in the event of an alarm signal; they are called in order of the lowest to the highest number...note: If a person is to be contacted in the event an alarm signal is received it must have a CS Seq# (required for monitoring contacts). The first contact will be CS Seq# 1; the second person will be CS Seq# 20. All remaining CS Seq # s are set in increments of 10. This allows Protection One to insert someone in between if necessary without redoing all contacts when a change in sequence needs to be made. Start Date date contact to have access to your account (Optional) End Date date contact s access will end or has ended. End date will automatically default to Permanent. If a specific end date is needed, use the calendar to select appropriate date. (Required) Addresses addresses for your contacts. (Optional) addresses may be used for marketing messages or communications regarding on-line services. Generally requested only of the owner. Type the address in the designated field and save changes. SPECIAL NOTE: If you subscribe to SecureTouch and want to be ed or to have a contact ed when alarm activity occurs, you MUST contact a Protection One representative for assistance at GET-HELP ( ).

10 9 When an Alarm Occurs Phone Numbers Will Be Called In the Order Listed Below SPECIAL TIP: Phone Number number to contact individual Phone Type type of phone, i.e. work, etc Start Time contact only during certain hours must be in military time. End Time contact only during certain hours must be in military time. Extension extension associated with phone number. Military time: after 12:00 p.m. (noon), add the hour to the number 12 to equal the corresponding military time. The arrows to the left of a phone number move the number up or down in the list accordingly. Save Changes save changes Cancel cancels changes and returns user to previous page If a Special Site Dispatch Instruction has been created on the account, a window will pop up once the new contact information is saved. You will be given an option to add this contact to the special instruction. Place a check mark in the box and Save Changes. If assistance is needed with this option, call us at GET-HELP ( ).

11 10 Editing an Existing Contact When editing an existing contact, click on the name of the contact needing changed or updated. The above information and explanations of the various fields will still apply. The following icons or items will also be listed indicating a change can or has been made. The X to the right of phone/ information deletes that information. (Please note: Phone numbers are required for monitoring contacts) The X-pencil to the right of phone/ information indicates new information that has been submitted. By clicking on the icon, the pending update/change will be removed. It takes 24 hours for new information to be updated. Noted on the top right-hand side of the individual contact window. Noted beside an addition made on an existing contact window. Add adds a new contact. A blank window will appear allowing the addition of information for a new contact. Delete deletes contact from account Cancel Pending Updates gives the option to Remove Pending Update Request. Once reviewed, the option to Leave Request can be selected and the updates will be submitted to Protection One. SPECIAL NOTE: Any Adds, Changes, or Deletes made to contact records through the Web site will be processed within 24 hours of submission. For immediate updates, you may contact us at GET-HELP ( ).

12 11 View of Contact window with pending changes. View of Contact list with pending changes. REMEMBER: All updates may still be made by calling GET-HELP ( ). For immediate updates on your Web site, one of our friendly Customer Service representatives can make the update over the phone with you. Just refresh your window once an update has been made in order to view it.

13 12 Event History Select a day, or a period of time, to view your alarm activity. Mailing Address View site mailing addresses listed on the account, other than the site address, where reports are sent. Schedules Shows window of time to accept an open/close and indicates if action will be taken if an open or close happens outside of scheduled times. Time is shown in hours or minutes, i.e. 00:15 = 15 minutes and 1:15 = 1 hour and 15 minutes Indicates actual times system to be armed or disarmed with additional columns available if doors are to be armed and disarmed more than once during the day. View permanent or temporary schedules based on your hours of operation. Changes can easily be made by calling us. Representatives are available 24 hours a day, 7 days a week to assist you with adapting your schedule to fit your business needs. Contact us at GET-HELP ( ).

14 13 Zones View zone specifics by clicking on the underlined zone or Manage Open/Close Zones link. View each point of protection you set up with your alarm system - burglary, fire, medical and if the device is a door, window, motion detector, etc. Site/System Detail View information pertaining to your monitored location. Help File & FAQ For help in understanding terms and information on a window, click on the FAQ menu option or the? in the navigation shortcuts. A Glossary of Monitoring Terms also is included at the end of this guide. Connect to Online Billing The Online Billing link will take you to the Protection One Web site, where you can view your monthly statements, schedule a payment, or immediately pay your Protection One bill. From the OnLine Billing window, you can easily access other links and information pertaining to Protection One and the services available to you.

15 14 Reports Many businesses utilize Reports to assist with tracking what is happening in or around their businesses. Reports can provide a variety of information that will assist with tracking what time your system is armed or disarmed and who has armed or disarmed the system. If you have several locations, it can sometimes be challenging to be on top of everything that is going on within each of your locations. Supervised opens and closes, along with the Report options, can save you both time and money by providing you with useful information regarding your business locations and activities occurring at them. You can access Reports through Protection One OnLineAccess. This will give you more timely information when you need it in an easily accessible format. No longer will you need to wait until the end of the month for your reports to reach you through the U.S. Postal Service. Your reports will be available each and every time you log in to your account information. If changes need to be made to your schedule, you can see the times that are currently set up, and call one of our Customer Service Representatives any time of the day or night if changes need to be made. As your employees come and go, you will have current information available to help determine if user codes need to be reassigned or disabled. It just takes a quick phone call to Protection One at GET-HELP ( ) to make changes that best meet your needs. Representatives are available 24 hours a day, 7 days a week. One-Click Report Options If the user subscribes to receive reports, a list of report names appears under the One-Click Reports label on the Site General Information page. If nothing appears under the label, the user does not subscribe to this service. The One-Click Reports are information pertaining to a shortened period of time. More extensive reports are available under the Report link on the Menu options. On One-Click Reports: 24-hour Alarm Incidents This report shows alarm activity during the previous 24-hour period. Monthly Mail Out This report shows a monthly view of alarm activity and schedule details (if a schedule exists). 24-hour Open/Close Occurrence This report shows opens and/or closes that have occurred in the previous 24 hours. 24-hour Open/Close Exceptions This report shows Open/Close exceptions during the previous 24 hours. An exception is an open/close that occurs outside of scheduled times. New All Pending Requests This report shows the changes that have been submitted for contacts. New 1 week of Change History This report shows a historical record of changes made to account during the last week.

16 15 Reports - Accessed from the Report Menu Link These reports allow you to specify criteria to adapt the report to a specific need. They offer a wider range of information and dates. The report can then be accessed immediately. New Request Management Reports Pending Requests all changes to contact information that have been submitted. Data Change History all changes to contacts that have been completed. Account Summary Report The default setting will pull information on all accounts or, by removing the checkmarks, specific account information can be entered to narrow the search results. Information can be sorted in a variety of ways and is available on an Excel spreadsheet or in a PDF report format through Adobe Reader. This report gives a list of all CS# s for customer accounts, making account look up easy.

17 16 Activity by Event The default setting will pull information on all accounts or, by removing the checkmarks, specific account information can be entered to narrow the search results. This report also shows alarm activity by event code i.e. Burg Alarms, Fire Alarms, sent, etc for the specified period of time. Alarm Incident Report The default settings will pull information on all CS#s associated with account. By removing the checkmark from the box, information on specific CS #s can be accessed. This report also shows alarm activity and the priority of the alarms for the specified period of time.

18 17 Event History Report The default settings will pull information on all CS#s, Sites, etc. associated with the account. By removing the checkmarks from the boxes, specific information can be accessed. This report shows alarm activity and the associated zone descriptions for the specified period of time. Mail Out Report The default settings may be used or specific options, if available, may be chosen. This shows alarm and signal activity and associated schedules for each location for the specified period of time.

19 18 Open/Close Report The default settings will pull information on all CS#s associated with account. By removing the checkmark from the box, information on specific CS#s can be accessed. This reports shows supervised open/close or log only arming/disarming information for the specified period of time. Open/Close Exception Report This report will show when a scheduled event has not occurred or when an event takes place outside of the scheduled time. For example, if a business needs additional time to close that exception would show on this report. Event codes can be entered to pull information specific to that event. Conclusion and a Way to Contact Us Providing your security services is important to us, and we value your feedback always. Please feel free to let us know how we re doing or if there is any way we can better meet your security needs with OnLine Access or any of our other many products and services. For assistance, you may reach us 24 hours a day, seven days a week at: GET-HELP ( ) If your issue is not urgent, you also may reach us at CustomerService@ProtectionOne.com.

20 19 Glossary of Monitoring Terms Following is a description of Terms seen in Event History: Accessed on Screen A Monitoring Representative received the signal to start the alarm procedures. Call Disposition A call disposition is a type of operator action that describes the outcome of a phone call such as notified subscriber, no answer premise or dispatched PD. For each number dialed on an account, there will be a call disposition in the history as well. Full Clear The Monitoring Representative has completed the procedure for the signal. It has been cleared from the monitoring system as all calls have been made. This does not indicate that a cause or resolution for the alarm signal was received. Partial Clear Setting aside a signal after the agency has been dispatched so the Monitoring Representative can work on higher priority alarms. This is temporarily stopping the dispatch process, possibly to receive further information on the account or during high activity volume. Remaining contacts will be called once the information is received or the high priority activity is under control. Generally under a 2 minute delay. Test Placing all zones in the system on test. Signals will log to the history but do not come to the attention of a Monitoring Representative. Partial Test Placing one or more zones on test. This does not include all zones in the test. Signals will log to the history but do not come to the attention of a Monitoring Representative. Notified Site The Monitoring Representative spoke to someone at the site to receive information on a dispatch and to receive the Passcode. RP Responsible Party An agency may need to have a person with the key go to the premises. This person will be on the contact list. Keyholders: Persons with a key to the site. Dialed Passcard The Monitoring Representative called a person on the contact list. Passcode: Used to identify the person and to identify a level of authority on the account. Passcodes may be site-specific (Codeword) or assigned to individual users (Personal Identification Number, PIN). They can be words (or short phrases) or numbers and are also known as passwords. Who is a Passcard Holder? A person who may be contacted whenever an alarm is tripped at a customer s site. Generally referred to as emergency contacts. A person who has access to the site. This may include individuals identified by the customer, as well as installers, service technicians, or security guards. CS Sequence number This defines the order in which the passcard holder will be displayed on the call list. The first sequence is one (1) and the rest are entered in intervals of 10 beginning at 20 (ex. 1, 20, 30 ). Authority Level This defines the passcard holder s privileges with regard to the site and requested changes to account information. Level 1: All Functions: Allows the passcard holder to cancel alarms, put the system on test, request service and update account information. (FULL ACCESS). Level 2: Restricted (No Update): Allows the passcard holder to cancel alarms, put the system on test and schedule service. (NOT authorized to update account information). Level 3: Restricted (No Update/Service): Allows the passcard holder to cancel alarms and put the system on test. (NOT authorized to update account information, request service.). Level 4: Limited Functions: Allows the passcard holder to cancel alarms ONLY. (NOT authorized to update account information, put the system on test, request service). Level 5: This level is a call-list only. (NOT a passcode). Cannot cancel alarms or get any information regarding account. Level 40: Duress code can dispatch authorities immediately. Undefined signals A signal received that the receiver is unable to fully communicate the information to the automated monitoring system. As a precautionary measure, these will be handled as

21 20 a burglar alarm. An attempt to define the zone that sent the signal will be made by Protection One s Tech Support group through a download of the panel. If unable to determine the correct information, a technician will be sent out to read the programming to insure information is communicated fully in the future. Zone A point of protection. Each contact, motion detector, or other device used to communicate an alarm signal to the panel is considered a zone. Communication Fail, RX Communication Fail, Radio Signal Fail Indicates there is some type of interruption or failure in the communication path from the subscriber s home or business to Protection One s Monitoring Center. This could be a problem with a phone line or a cellular tower, or it may be a problem with a panel. If the signal has not restored within 24 hours, a service ticket will be opened with your local branch. Fire Loop, PIV, WaterBug Terms used in conjunction with a fire system. They identify types of devices used or that are connected. PIR A common abbreviation for a Passive Infrared motion detector. properly to the panel. The customer should also test the system with Protection One s customer service to insure communication is taking place. If a problem exists, a service technician is available to check the panel. Arms & Disarms A type of signal that can be programmed into the panel. There is a fee for this service. The signals will indicate in the account s history when the panel has been armed or disarmed. If no programming exists for these signals, this information will not log into the history. Used for both residential and commercial accounts. Opens and Closes A type of signal that can be programmed into the panel. There is a fee for this service. It is very similar to arm & disarm signals in that they indicate when the system was armed or disarmed. There is a schedule associated with this type of signal and a monitoring representative will respond to the signal to notify the owner or a designated contact if the signal has been received or not received. All signals and activity will report to the event history of the account. Primarily used for commercial accounts. Sensor Tamper Indicates the device or sensor has been moved, the cover removed, or it is disturbed in some manner. A common cause is batteries being replaced in the sensor. Trouble Indicates that a sensor may have been disturbed or is not responding correctly. This is sometimes caused by the sensor or the plug to the panel being bumped, or possibly a slight power surge. Restore Indicates the sensor or system has returned to its ready state. Exit Error Indicates that a monitored door has not been latched securely upon leaving the premises. Primary Test Many systems are programmed with a monthly test signal which indicates to Protection One s Monitoring Center that communication exists between the panel and the Center. Primary No Test Received Indicates that the monthly test signal that is programmed into the panel did not occur. This may indicate a problem with a phone line and communication with our Monitoring Center. Customer should check to be sure all phone lines are plugged in