{"id":2240,"date":"2021-09-08T20:56:11","date_gmt":"2021-09-08T20:56:11","guid":{"rendered":"https:\/\/portal.affiliated.com\/a\/?page_id=2240"},"modified":"2025-11-11T15:02:10","modified_gmt":"2025-11-11T15:02:10","slug":"standard-operating-procedures","status":"publish","type":"page","link":"https:\/\/portal.affiliated.com\/a\/partnerresources\/working-with-affiliated\/standard-operating-procedures\/","title":{"rendered":"Standard Operating Procedures"},"content":{"rendered":"<div class=\"page-container\">\n<div class=\"menu\">\n<nav>\n<li><a href=\"\/a\/\">Partner Resources Home<\/a><\/li>\n<li><a href=\"\/a\/partnerresources\/documents-forms\/\">Documents &amp; Forms<\/a><\/li>\n<li><a href=\"\/a\/partnerresources\/how-to-guides\/\">How-To Guides<\/a><\/li>\n<ul>\n<li><a href=\"\/a\/partnerresources\/how-to-guides\/partner-portal\/\">Partner Portal<\/a><\/li>\n<li><a href=\"\/a\/partnerresources\/how-to-guides\/partner-app\/\">Partner App<\/a><\/li>\n<li><a href=\"\/a\/partnerresources\/how-to-guides\/seemyalarm-portal\/\">SeeMyAlarm Portal<\/a><\/li>\n<li><a href=\"\/a\/partnerresources\/how-to-guides\/seemyalarm-app\/\">SeeMyAlarm App<\/a><\/li>\n<\/ul>\n<li class=\"active\"><a href=\"\/a\/partnerresources\/working-with-affiliated\/\">Working with Affiliated<\/a><\/li>\n<li><a href=\"\/a\/partnerresources\/contact-us\/\">Contact Us<\/a><\/li>\n<\/nav>\n<\/div>\n<div class=\"pr-content\">\n<h1>Standard Operating Procedures<\/h1>\n<p>Below you will find an overview of Affiliated\u2019s Standard Operating Procedures.<br \/>\nFor a more detailed explanation of each event type, skip to <a href=\"#sopeventtype\">SOP by Event Type<\/a>.<\/p>\n<div class=\"note\">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.<\/div>\n<h2>SOP Overview<\/h2>\n<table class=\"standard-table\">\n<thead>\n<tr>\n<th>EVENT<\/th>\n<th>VERIFY<\/th>\n<th>DISPATCH<\/th>\n<th>NOTIFY CALL LIST<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>Residential\/Commercial Burglary<\/td>\n<td><img decoding=\"async\" src=\"\/a\/wp-content\/uploads\/sites\/3\/2021\/09\/check.png\"><\/td>\n<td>Police<\/td>\n<td><img decoding=\"async\" src=\"\/a\/wp-content\/uploads\/sites\/3\/2021\/09\/check.png\"><\/td>\n<\/tr>\n<tr>\n<td>Residential\/Commercial Panic<\/td>\n<td><img decoding=\"async\" src=\"\/a\/wp-content\/uploads\/sites\/3\/2021\/09\/close.png\"><\/td>\n<td>Police<\/td>\n<td><img decoding=\"async\" src=\"\/a\/wp-content\/uploads\/sites\/3\/2021\/09\/close.png\"><\/td>\n<\/tr>\n<tr>\n<td>Residential\/Commercial Medical<\/td>\n<td><img decoding=\"async\" src=\"\/a\/wp-content\/uploads\/sites\/3\/2021\/09\/check.png\"><\/td>\n<td>EMS<\/td>\n<td><img decoding=\"async\" src=\"\/a\/wp-content\/uploads\/sites\/3\/2021\/09\/check.png\"><\/td>\n<\/tr>\n<tr>\n<td>Residential Fire<\/td>\n<td><img decoding=\"async\" src=\"\/a\/wp-content\/uploads\/sites\/3\/2021\/09\/check.png\"><\/td>\n<td>Fire<\/td>\n<td><img decoding=\"async\" src=\"\/a\/wp-content\/uploads\/sites\/3\/2021\/09\/check.png\"><\/td>\n<\/tr>\n<tr>\n<td>Commercial Fire<\/td>\n<td><img decoding=\"async\" src=\"\/a\/wp-content\/uploads\/sites\/3\/2021\/09\/close.png\"><\/td>\n<td>Fire<\/td>\n<td><img decoding=\"async\" src=\"\/a\/wp-content\/uploads\/sites\/3\/2021\/09\/check.png\"><\/td>\n<\/tr>\n<tr>\n<td>Commercial Fire Trouble<\/td>\n<td><img decoding=\"async\" src=\"\/a\/wp-content\/uploads\/sites\/3\/2021\/09\/check.png\"><\/td>\n<td><img decoding=\"async\" src=\"\/a\/wp-content\/uploads\/sites\/3\/2021\/09\/close.png\"><\/td>\n<td><img decoding=\"async\" src=\"\/a\/wp-content\/uploads\/sites\/3\/2021\/09\/check.png\"><\/td>\n<\/tr>\n<tr>\n<td>Residential\/Commercial Environmental<\/td>\n<td><img decoding=\"async\" src=\"\/a\/wp-content\/uploads\/sites\/3\/2021\/09\/check.png\"><\/td>\n<td><img decoding=\"async\" src=\"\/a\/wp-content\/uploads\/sites\/3\/2021\/09\/close.png\"><\/td>\n<td><img decoding=\"async\" src=\"\/a\/wp-content\/uploads\/sites\/3\/2021\/09\/check.png\"><\/td>\n<\/tr>\n<tr>\n<td>Residential\/Commercial CO<\/td>\n<td><img decoding=\"async\" src=\"\/a\/wp-content\/uploads\/sites\/3\/2021\/09\/check.png\"><\/td>\n<td>Fire<\/td>\n<td><img decoding=\"async\" src=\"\/a\/wp-content\/uploads\/sites\/3\/2021\/09\/check.png\"><\/td>\n<\/tr>\n<tr>\n<td>Residential\/Commercial Supervisory<\/td>\n<td><img decoding=\"async\" src=\"\/a\/wp-content\/uploads\/sites\/3\/2021\/09\/check.png\"><\/td>\n<td><img decoding=\"async\" src=\"\/a\/wp-content\/uploads\/sites\/3\/2021\/09\/close.png\"><\/td>\n<td><img decoding=\"async\" src=\"\/a\/wp-content\/uploads\/sites\/3\/2021\/09\/check.png\"><\/td>\n<\/tr>\n<tr>\n<td>Residential\/Commercial Trouble<\/td>\n<td colspan=\"3\">Email\/Text Only*<\/td>\n<\/tr>\n<tr>\n<td>Residential\/Commercial Low Battery<\/td>\n<td colspan=\"3\">Email\/Text Only*<\/td>\n<\/tr>\n<tr>\n<td>Fail to Test<\/td>\n<td colspan=\"3\">Email\/Text Only*<\/td>\n<\/tr>\n<tr>\n<td>Undefined<\/td>\n<td colspan=\"3\">Partner notification only via Daily Activity Report**<\/td>\n<\/tr>\n<tr>\n<td>Abort\/Cancel<\/td>\n<td colspan=\"3\">Accepted as verification and clears alarm<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>* 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.<br \/>\n** A daily Activity Report includes all signal activity and will be created under your Partner Portal login.<\/p>\n<h2 id=\"sopeventtype\">SOP by Event Type<\/h2>\n<p><strong>Residential\/ Commercial Burglary Alarm<\/strong><\/p>\n<ol>\n<li>We will attempt to <strong>verify<\/strong> the alarm by calling the premises and verification contacts.<\/li>\n<li>If we can verify and no assistance is needed, we will full clear the alarm.<\/li>\n<li>If there is no answer or an invalid passcode is given, we will <strong>dispatch<\/strong> the <strong>Police<\/strong> to the address listed on file.<\/li>\n<li>A phone call is then made to the main call list to <strong>notify<\/strong> 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.<\/li>\n<\/ol>\n<p><strong>Residential\/ Commercial Panic Alarm<\/strong><\/p>\n<ol>\n<li>We will <strong>dispatch<\/strong> the <strong>Police<\/strong> to the address listed on file.<\/li>\n<li>Once dispatch occurs, we will full clear the alarm.<\/li>\n<\/ol>\n<div class=\"note\">Note: There is no notification made to the premises, verification contacts or call list as the situation may be sensitive.<\/div>\n<p><strong>Residential\/ Commercial Medical Alarm (Non Two-way Voice)<\/strong><\/p>\n<ol>\n<li>We will attempt to <strong>verify<\/strong> the alarm by calling the premises and verification contacts.<\/li>\n<li>If we can verify and <i>no<\/i> assistance is needed, we will full clear the alarm.<\/li>\n<li>If there is no answer or assistance <i>is<\/i> needed, we will <strong>dispatch EMS<\/strong> to the address listed on file.<\/li>\n<li>A phone call is then made to the main call list to <strong>notify<\/strong> 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.<\/li>\n<\/ol>\n<p><strong>Residential Fire Alarm<\/strong><\/p>\n<ol>\n<li>We will attempt to <strong>verify<\/strong> the alarm by calling the premises and verification contacts.<\/li>\n<li>If we can verify and <i>no<\/i> assistance is needed, we will full clear the alarm.<\/li>\n<li>If there is no answer or an invalid passcode is given, we will <strong>dispatch<\/strong> the <strong>Fire Department<\/strong> to the address listed on file.<\/li>\n<li>A phone call is then made to the main call list to <strong>notify<\/strong> 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.<\/li>\n<\/ol>\n<p><strong>Commercial Fire Alarm<\/strong><\/p>\n<ol>\n<li>We will <strong>dispatch<\/strong> the <strong>Fire Department<\/strong> to the address listed on file.<\/li>\n<li>A phone call is then made to the main call list to <strong>notify<\/strong> 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.<\/li>\n<\/ol>\n<div class=\"note\">Note: In accordance with NFPA 72, a verification call is <i>not<\/i> made prior to dispatch on Commercial Fire alarms without written authorization from the local authority having jurisdiction (AHJ).<\/div>\n<p><strong>Commercial Fire Trouble<\/strong><\/p>\n<ol>\n<li>We will attempt to <strong>verify<\/strong> the trouble signal by calling the premises and verification contacts.<\/li>\n<li>If notification is made, we will full clear the alarm.<\/li>\n<li>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.<\/li>\n<\/ol>\n<p><strong>Residential\/ Commercial Environmental Alarm<\/strong><\/p>\n<ol>\n<li>We will attempt to <strong>verify<\/strong> the environmental signal by calling the premises and verification contacts.<\/li>\n<li>If notification is made, we will full clear the alarm.<\/li>\n<li>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.<\/li>\n<\/ol>\n<p><strong>Residential\/ Commercial Carbon Monoxide Alarm<\/strong><\/p>\n<ol>\n<li>We will attempt to <strong>verify<\/strong> the alarm by calling the premises and verification contacts.<\/li>\n<li>If we can verify and <i>no<\/i> assistance is needed, we will full clear the alarm.<\/li>\n<li>If there is no answer, assistance <i>is<\/i> needed, or an invalid passcode is given, we will <strong>dispatch<\/strong> the <strong>Fire Department<\/strong> to the address listed on file.<\/li>\n<li>A phone call is then made to the main call list to <strong>notify<\/strong> 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.<\/li>\n<\/ol>\n<p><strong>Residential\/Commercial Supervisory<\/strong><\/p>\n<ol>\n<li>We will attempt to <strong>verify<\/strong> the supervisory signal by calling the premises and verification contacts.<\/li>\n<li>If notification is made, we will full clear the alarm.<\/li>\n<li>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.<\/li>\n<\/ol>\n<p><strong>Abort\/Cancel<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Partner Resources Home Documents &amp; Forms How-To Guides Partner Portal Partner App SeeMyAlarm Portal SeeMyAlarm App Working with Affiliated Contact Us Standard Operating Procedures Below you will find an overview of Affiliated\u2019s Standard Operating Procedures. For a more detailed explanation of each event type, skip to SOP by Event Type. Note: If you have a [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":0,"parent":1885,"menu_order":1,"comment_status":"closed","ping_status":"closed","template":"blank-page-with-container.php","meta":{"footnotes":""},"class_list":["post-2240","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/portal.affiliated.com\/a\/wp-json\/wp\/v2\/pages\/2240","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/portal.affiliated.com\/a\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/portal.affiliated.com\/a\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/portal.affiliated.com\/a\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/portal.affiliated.com\/a\/wp-json\/wp\/v2\/comments?post=2240"}],"version-history":[{"count":32,"href":"https:\/\/portal.affiliated.com\/a\/wp-json\/wp\/v2\/pages\/2240\/revisions"}],"predecessor-version":[{"id":2864,"href":"https:\/\/portal.affiliated.com\/a\/wp-json\/wp\/v2\/pages\/2240\/revisions\/2864"}],"up":[{"embeddable":true,"href":"https:\/\/portal.affiliated.com\/a\/wp-json\/wp\/v2\/pages\/1885"}],"wp:attachment":[{"href":"https:\/\/portal.affiliated.com\/a\/wp-json\/wp\/v2\/media?parent=2240"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}