Standard Operating Procedures

Below you will find an overview of Affiliated’s Standard Operating Procedures.
For a more detailed explanation of each event type, skip to SOP by Event Type.

Note: If you have a custom template, your specific instructions can be found on the zones page of an account by clicking the View Template link at the bottom of the page.

SOP Overview

EVENT VERIFY DISPATCH NOTIFY CALL LIST
Residential/Commercial Burglary Police
Residential/Commercial Panic Police
Residential/Commercial Medical EMS
Residential Fire Fire
Commercial Fire Fire
Commercial Fire Trouble
Residential/Commercial Environmental
Residential/Commercial CO Fire
Residential/Commercial Supervisory
Residential/Commercial Trouble Email/Text Only*
Residential/Commercial Low Battery Email/Text Only*
Fail to Test Email/Text Only*
Undefined Partner notification only via Daily Activity Report**
Abort/Cancel Accepted as verification and clears alarm

* Notification to your customers for low priority signals will be made via email/text. Please keep in mind you must set up the specific recipients for these notifications on the account level during setup. If phone calls are required, they will be made by Stella, our Virtual Voice platform.
** A daily Activity Report includes all signal activity and will be created under your Partner Portal login.

SOP by Event Type

Residential/ Commercial Burglary Alarm

  1. We will attempt to verify the alarm by calling the premises and verification contacts.
  2. If we can verify and no assistance is needed, we will full clear the alarm.
  3. If there is no answer or an invalid passcode is given, we will dispatch the Police to the address listed on file.
  4. A phone call is then made to the main call list to notify of the dispatch. Once a call list individual is notified or an attempt to reach all contacts has been made, we will full clear the alarm.

Residential/ Commercial Panic Alarm

  1. We will dispatch the Police to the address listed on file.
  2. Once dispatch occurs, we will full clear the alarm.
Note: There is no notification made to the premises, verification contacts or call list as the situation may be sensitive.

Residential/ Commercial Medical Alarm (Non Two-way Voice)

  1. We will attempt to verify the alarm by calling the premises and verification contacts.
  2. If we can verify and no assistance is needed, we will full clear the alarm.
  3. If there is no answer or assistance is needed, we will dispatch EMS to the address listed on file.
  4. A phone call is then made to the main call list to notify of the dispatch. Once a call list individual is notified or an attempt to reach all contacts has been made, we will full clear the alarm.

Residential Fire Alarm

  1. We will attempt to verify the alarm by calling the premises and verification contacts.
  2. If we can verify and no assistance is needed, we will full clear the alarm.
  3. If there is no answer or an invalid passcode is given, we will dispatch the Fire Department to the address listed on file.
  4. A phone call is then made to the main call list to notify of the dispatch. Once a call list individual is notified or an attempt to reach all contact numbers has been made, we will full clear the alarm.

Commercial Fire Alarm

  1. We will dispatch the Fire Department to the address listed on file.
  2. A phone call is then made to the main call list to notify of the dispatch. Once a call list individual is notified or an attempt to reach all contact numbers has been made, we will full clear the alarm.
Note: In accordance with NFPA 72, a verification call is not made prior to dispatch on Commercial Fire alarms without written authorization from the local authority having jurisdiction (AHJ).

Commercial Fire Trouble

  1. We will attempt to verify the trouble signal by calling the premises and verification contacts.
  2. If notification is made, we will full clear the alarm.
  3. If unable to notify, a phone call is then made to the main call list. Once a call list individual is notified or an attempt to reach all contact numbers has been made, we will full clear the alarm.

Residential/ Commercial Environmental Alarm

  1. We will attempt to verify the environmental signal by calling the premises and verification contacts.
  2. If notification is made, we will full clear the alarm.
  3. If unable to notify, a phone call is then made to the main call list. Once a call list individual is notified or an attempt to reach all contact numbers has been made, we will full clear the alarm.

Residential/ Commercial Carbon Monoxide Alarm

  1. We will attempt to verify the alarm by calling the premises and verification contacts.
  2. If we can verify and no assistance is needed, we will full clear the alarm.
  3. If there is no answer, assistance is needed, or an invalid passcode is given, we will dispatch the Fire Department to the address listed on file.
  4. A phone call is then made to the main call list to notify of the dispatch. Once a call list individual is notified or an attempt to reach all contact numbers has been made, we will full clear the alarm.

Residential/Commercial Supervisory

  1. We will attempt to verify the supervisory signal by calling the premises and verification contacts.
  2. If notification is made, we will full clear the alarm.
  3. If unable to notify, a phone call is then made to the main call list. Once a call list individual is notified or an attempt to reach all contact numbers has been made, we will full clear the alarm.

Abort/Cancel

When an abort or cancel signal is received after a burglary, we will accept this as verification of a false alarm and full clear the alarm. If we have already dispatched, we will ignore the cancel/abort signal and continue following the workflow.