A Safer, Smarter Future:
NEW: If you enter your code at the keypad shortly after an alarm, we will no longer call you to verify the alarm. We will receive a cancel signal confirming that you tripped the alarm.
Dear Customer,
We are proud to announce continued growth of our security business in 2025. Over the past 45 years, SHIELD® Security Systems has grown from a small security company, based singularly from our headquarters in Western New York, to become a most trusted provider of residential and commercial burglar, fire, surveillance and monitoring security products and services in the United States, Canada and Australia through our franchise development company.
This growth has not gone without its challenges, but we are proud to report consistent growth – even through the pandemic. Our team is strong, knowledgeable and dedicated to keeping our customers safe.
In our continuing focus to deploy the advanced technology this business requires and our customers demand, we have partnered with a company who shares our values and commitment to customer service and safety. National Monitoring Center will be a crucial part of our team to further reduce our response time during the 24 hour service provided to our customers.
Beginning today, this partnership will provide the strength needed to respond to our customers alarms faster, when you need us most.
This partnership also allows us to add interactive text messaging services that you have been asking for.
- Ability to chat with emergency contacts about an incident
- Place your account on or off of test mode
- Much more!
NEW ALARM PROCESSING PROCEDURES
We are excited to share news that we are further enhancing the services you currently receive from us. With advances in technology, we are now able to process all your alarm signals faster, and more efficiently.
LIFE SAFETY: Fire, Holdup/Panic, Burglary & Medical
Alarm activations will continue to be handled as top priorities and notifications will be made by a central station dispatcher, as they are currently being done. Notification will soon also include a simultaneous SMS Text to your mobile phones on file and allow your interaction to request an immediate dispatch or cancellation.
TROUBLES: AC Loss, Low Battery, Supervisory, Late to Test
Central Station response will now be through an automated process.
- Commercial Burglar and Fire Accounts notifications will be 24/7, 365 days a year
- Residential Accounts notifications between 8 am – 10 pm daily
Alarm notifications will continue to your current contacts. Text/Emails will be immediately sent to those on file along with an automated call to your current phone numbers with the type of signal and what location it is coming from, just like a dispatcher would do. The automation will be looking for an acknowledgment by pressing a designated response on your phone. Once acknowledged or all contacts have been attempted calling will stop.
OPEN/CLOSE ACCOUNTS:
Unscheduled opening and late-to-close activity will still be handled by a central station dispatcher. Late opening and early closing activity will be handled by the automated system.
LOW TEMPERATURE/ENVIRONMENT:
Alarm notification will be through the automated process. We acknowledge the importance of someone being notified. A text and automated voice call will go out to all your contacts currently on file. If you or your contact receive the call, it’s important to acknowledge receipt of it by following the details in the message. Text messages will include account #, Location and signal description. If we do not receive an acknowledgement the call will be placed on hold for another follow-up call in 30 minutes. After a sequence of calls, the alarm will be placed on hold to watch for the required restore. Should a restore not be received, another call will be made. After restore follow-up is made, account will be logged. If after service review the system is still not restored or a contact has not been notified, a letter will go out to the billing address on file.
SPECIAL PROCEDURES:
If you currently have a special procedure set up, we will continue to process your alarm accordingly.
VERIFICATION PROCESS:
You will continue to be asked for a password/pin # during your call. The password/pin # will be needed to verify you before an alarm can be aborted or to place your system on test. If you would like to make any changes to your current password/pin #, please contact he business office in your area.
We are excited to share these new services, especially the one that will allow you to cancel an alarm via your phone, aiding in the prevention of nuisance alarms.
Our family owned, family run business is confident that this change will only further strengthen our services to our customers, our communities, and the people SHIELD Security Systems employs. Our branches will still be available to you, so feel free to reach out to us with any questions. You’ll continue to have service from local Technicians working in a branch close to your home or business.
Thank you for the trust you place in us. If you have questions, please feel free to reach out to us by, email operations@shieldsecurity.net, phone at 800-474-4353 or your local office.
Sincerely,
Ken Jezioro
President & Founder
