CUSTOMER CONNECTIONS - March 2009 Newsletter

"We have a responsibility to our society and to our customers to address issues that affect our communities. We remain steadfastly committed to social responsibility; hence, there is always work to be done and through our employees, services, dealers, suppliers and contributions to charitable organizations, we will continue to have a positive impact on the communities in which we operate."

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Contact a security professional online or at 1 800 661-5535

CUSTOMER CONNECTIONS - March 2009 Newsletter

New Name... Same Trusted Company

Reliance Protectron Billboard In October 2008, we introduced customers to our new company name: Reliance Protectron Security Services. Since then, the new company name and brand has been methodically rolled out across the organization. While our name has changed, customers should be reassured that our commitment to their safety and protection remains the same.

In the October e-newsletter, customers were invited to participate in our "Did We Connect?" customer survey. We asked how they felt about the name change and the feedback received was overwhelmingly positive. Many customers stated that they understood the reasons for the change and were confident that they could still depend on Reliance Protectron to meet their home and business security needs. Although the feedback was positive, there were a few concerns raised that Reliance Protectron would like to clarify:

Existing contracts will be honoured and terms and conditions remain intact.
Monitoring rates have not increased as a result of this name change.
Customers can continue to contact Reliance Protectron through all existing contact numbers.
Lawn signs and warning decals do not need to be changed. However, customers who wish to receive new signs and decals can contact customer service to request them.

Through the remainder of 2009, customers will continue to see the evolution of VOXCOM to Reliance Protectron. While the company name has officially changed, there may still be some remnants of the VOXCOM name on websites, contracts and marketing pieces. If customers have any concerns, or require clarification, please feel free to contact customer service.

For more information on the Rebrand to Reliance Protectron, click here.

Daylight Savings Time – March 8

The snow is melting, the days are longer and the sweaters in your closet are set to make their migration into storage. With the seasons changing it is also that time of year that we switch from Standard Time (ST) to Daylight Savings Time (DST). So on March 8, 2009, you may need to set your alarm system clock ahead one hour.

Changing Your Alarm System Clock

Reliance Protectron encourages its customer to change the time on their security systems. This usually results in high call volumes to our call centre, as many customers will call in for instructions. To avoid long hold times, we are providing you with instructions on how you can change the time on your own system.

Step 1:
Before you start, you will need to know the master code for your system. A master code is the primary code required to make any changes to your system. Often the master code is the same as the keypad access code you use to arm and disarm your alarm system. If you do not know your master code, please contact customer service by calling 1 800 653-9111.

Step 2:
Next you need to know what type of system you have. There are many types of alarm systems. Go through the keypad image list below and select the one that matches your system and follow the instructions.

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Ademco/ Honeywell/ First Alert		GE Simon 1 2 and 3

DSC Classic Series 1550, 2550, 3000		GE Allegro

DSC Power Series 1555, 5010, 864, 1832, 1864, ENVOY		Visonic Power Max – Gemini

If you do not see your alarm keyboard, are not able to determine what type of system you have, or if you have any questions, please contact customer service by calling 1 800 653-9111.

The next Standard Time takes effect on November 1, 2009, so keep these instructions handy so you�™ll be prepared next time.

Click here for more information on the changes to Daylight Savings in Canada for 2007.
All systems may not have a visible clock on the keypad. Regardless it is important to change the time on your system as many have an internal clock that is used for alarm event reporting.

Changing the time on your security system isn�™t merely a matter of convenience. Events and alarms reported from your system to our Emergency Response Centre are logged against your system�™s internal clock.