KEN KIRSCHENBAUM, ESQ ALARM - SECURITY INDUSTRY LEGAL EMAIL NEWSLETTER / THE ALARM EXCHANGE You can read all of our articles on our website. Having trouble getting our emails? Change your spam controls and whitelist ken@kirschenbaumesq.com ****************************** central station technical errors can't keep up with technology May 23, 2025 *************************** central station technical errors can't keep up with technology *************************** Ken I have a question for your daily email, something I am curious about prevalence in the alarm industry; please keep my submission anonymous, for obvious reasons. We have been with our central station for a while and I understand that we have a pretty good deal worked out with them regarding revenue and billing. My concern is that they seem to be pretty incompetent when it come to things technical; One example is their Software is not correctly configured to properly parse 4x2 alarm signals. Something changed in their configuration late last year, and now we are occasionally getting "undefined signals"; This has lead to at least one erroneous dispatch and fines for our clients. Additionally, and somewhat more troubling, is its penchant for simply "losing" signals. I regularly (two to three times a month) get a notice that a panel has failed to test, but can find that signal being sent from the signal log on the radio. This also occurs on land-line, but as there is no log I cannot prove what has happened. All attempts to get to root cause on either of these issues has been an exercise in futility and frustration. My AHJ had not been helpful, and I am pursuing a new technical solution, but it seems my only recourse is to change central stations, a decision that is not made lightly. What are your thoughts? I might just be paranoid, but we ARE in the business of life safety. anon **************************** Response **************************** You might be paranoid, which doesn't mean they aren't out to get you, or in this case, your concern is unjustified. And, yes, you are in the life-safety business and should not be providing a service you know is less than satisfactory. The Dealer - central station relationship is a close lasting bond. It shares many characteristics with a marriage. You understand this and express a reluctance to move your accounts to a new central station. But unlike a marriage you don't expect to be .... by your central station, and that's exactly what is happening if it can't properly monitor your accounts, for any reason. Here there is even more reason to dissolve a "marriage" that is not working out because in a marriage you owe it to yourself to find a healthy relationship, in your security business you owe it to your subscribers to provide the services you have agreed to provide; their lives and property depend on you. I don't know about the technology you are complaining about, but if you feel your central station is unable to provide its service to your accounts you need to move if it isn't resolved quickly. Separating from your central station may not be as easy or pleasant as you'd like and counsel may be needed to both advise you and perhaps represent you. ******************** STANDARD FORM AGREEMENTS: To order up to date Standard Form Alarm / Security / Fire and related Agreements click here: www.alarmcontracts.com *************************** CONCIERGE LAWYER SERVICE PROGRAM FOR THE ALARM INDUSTRY - You can check out the program and sign up here: https://www.kirschenbaumesq.com/page/concierge or contact our Program Coordinator Stacy Spector, Esq at 516 747 6700 x 304. *********************** WEBINARS: https://www.kirschenbaumesq.com/page/alarm-webinars *********************** ALARM ARTICLES: You can always read our Articles on our website at www.kirschenbaumesq.com/page/alarm-articles updated daily ******************** Wondering how much your alarm company is worth? Click here: https://www.kirschenbaumesq.com/page/what-is-my-alarm-company-worth *********************** THE ALARM EXCHANGE - the alarm industries leading classified and business exchange - updated daily ************************* PODCASTS: https://podcasts.apple.com/us/podcast/ken-kirschenbaum-presents/id1794851477 ************************* Getting on our email list / Articles archived: Many of you are forwarding these emails to friends or asking that others be added to the list. Sign up for our daily newsletter here: Sign Up. ************************** Ken Kirschenbaum,Esq Kirschenbaum & Kirschenbaum PC Attorneys at Law 200 Garden City Plaza Garden City, NY 11530 516 747 6700 x 301 ken@kirschenbaumesq.com www.KirschenbaumEsq.com
