520-750-0002

PO Box 5003 Tucson, AZ 85703

Security Tech Support in Tucson

Customer Service Satisfaction is our Primary Goal

We strive to provide the best technical support for your needs. We have created this website to help provide you with a source of information for system operation, maintaining your security system, and for receiving our dedicated support in helping you.

Most problems can be solved using the information on these Tech Support pages.
There are several categories of information on these pages. If you need help after you have reviewed the information provided within these pages, please call our Client Services / Tech Support Hotline.

  • Tech support Intro / FAQ’s
  • System Manuals and False Alarm Causes
  • Tech Support / 24 Monitoring / Service / Emergency Service
  • Tips on using your system
  • The importance of Cellular Communication

Contact phone numbers / mailing address:

  • Client Services / Tech Hotline / Service Scheduling: (520) 750-0002 – main office number

The number 319-1775 is no longer active due to the service provider’s technical error. We will gladly provide assistance at our main office number – 750-0002. Tech support hours (non-emergency assistance over the phone) are 8 a.m. to 4 p.m. weekdays. Office hours are 9 a.m. to 3 p.m. weekdays.

  • Monitoring Facility / Emergency Dispatch Personnel: (520) 318-3719

 

New systems, system upgrades new services, referrals, accounting, technical support, service scheduling, etc.

  • Business Office: (520) 750-0002.
  • Please call 750-0002 for scheduling service
  • Please call our 24 Hour Monitoring Facility (318-3719) for emergency, dispatch / response, and alarm activation / monitoring service.

 

Updating or making changes to your account information / contacts

  • Fax: (520) 322-9730 Any account information changes MUST be faxed / mailed (in writing). Please include name, address, phone number, date, signature and pre-arranged password / clearing word code used to confirm your identity, for your account (required).
  • Account info sent without ALL requested information provided will not be accepted. Please fax or mail changes, to be received a minimum of 3 business days in advance of change requested).

Mailing Address: Elite Security, P.O. Box 5003, Tucson, AZ 85703

The 5 most asked questions:

Can your monitoring facility tell when my phone line is cut by burglars or missing, and will you receive my alarm activation if it is cut or missing?

NO! and NO! No monitoring facility can know the status of your phone line (in real time) or when your phone line is being cut, without providing a special system design and equipment for this identification of your phone line status.

  • The best way to know the status of your phone line support is with Cellular Communication Support installed for your security system. See “Cellular Comm” (last page of this web site) for more information.
  • Cellular Communication Support can be set up to also monitor the status of your phone line and send a signal immediately if your phone line support becomes cut or missing.
  • This trouble may be a failed communications test signal or other signal activity from your security system. Your system may be programmed to communicate to our monitoring facility on a daily or weekly basis.

 

Not all security systems are programmed for a daily test signal, and not all systems are programmed to send any test signals.

If your not receiving the benefits of a programmed automatic daily supervised security system communications test along with our optional notification service and would like to, please call (520) 750-0002 to request this service to be provided. We will need to come to your location to reprogram your system, and there will be a $95.00 one-time cost for this service call. Additional costs may apply if you are outside of Pima County, or your system has limited programming options.

  • Most systems are capable of this programming and will inform you by beeping your keypad, indicating a “trouble condition,” and/or displaying an “FC” or trouble condition on the keypad display. This is a notification of communications trouble that is provided by your keypad.

 

Many systems will indicate this as a trouble display on the keypad. Most communication problems are due to phone company equipment/service problems or frequent equipment maintenance being done.

> You can then test your system by informing the dispatchers ahead of time, then activating an emergency panic or burglary signal to the monitoring facility.

We recommend Cellular Communications for every system, to provide a cellular link for communicating alarm activity…………, in case your phone lines are………. cut ………. during a burglary, or during phone company system……… equipment………. failures…….

  • Read your manual to help you discover what “trouble” the keypad’s beeping, yellow trouble light, or display is alerting you to. Once you’ve completed this procedure, the beeping will stop alerting you til the next time a trouble condition occurs.
  • You will need to find out the problem(s) by reviewing the information from your keypad (with the help of your manual), we cannot read your keypad display or trouble conditions from our office.

 

If you have misplaced your manual, you may be able to obtain system operation information or another manual from the links provided on this web site, or search the internet for your system’s user manual from other web sources. These are numerous and readily available on the internet.

  • Please read your manual for proper operation and the method to find out the reason for this.
  • Make sure all of your doors and windows are closed if necessary, and that no one is moving in front of a motion detector.
  • Confirm you are using the correct access code for your system and that you have entered it correctly.

 

Most problems are user error caused (wrong code or code entered incorrectly), or the system’s sensors or wiring has been damaged since it was last armed (storm damage, misuse, abuse, neglect, or construction remodeling).

In some cases, the air around your keypad(s) may carry cooking grease, oily fumes, and dust, which can make the internal contacts of the key buttons not contact correctly. This would not allow your 4-digit code to be recognized.

We can only recommend that you schedule a service call for our techs to replace your keypad. Our normal service call costs apply, plus the cost of the new keypad. In some cases, your system may be too old, and no new keypads are available. If this is the case, a new control panel upgrade may be required also.

If you have wireless sensors, replacing the batteries to the affected zone(s) may be required. Most systems should tell you this information through the display procedure provided in your manual and using your keypad.

A service call may be required to correct any problem with your system.

  • Your phone service company may have disabled your security communications during the service call they provided. >>> You will need to schedule an Elite Security Technican to come to your home or business and re-establish your system communications or upgrade you to cellular communications/monitoring.
  • Your system will not properly communicate over your DSL phone lines, Cable digital phone lines, or VoIP internet.

 

Cable phone services and VoIP internet phone services can not properly transfer the data from your security system. The best security communication is Cellular communication. We install a dedicated cellular modem specially designed for your security system. Elite Security bundles the cellular communications and your security monitoring services into your new monthly monitoring package cost.