Customer Care (FAQ)

KSS has TWO separate means of monitoring alarms. They are as follows:

  1. Radio transmitter
    To monitor panic, burglary, mains fail and restore, low battery and 24 hour test signals.
    Please be advised that there is an annual radio license fee due in December every year. This license fee is paid for the year in advance.
  2. GSM 3000 Transmitter (cell phone based technology)
    To monitor panic, burglary with zone ID, mains fail and restore, low battery and 24 hour test signals.
    The advantages of using a GSM 3000 transmitter are –
    • It monitors panic, burglary with zone ID, main fail and restore, low battery and 24 hour test signals
    • No risk of high telephone bill, the GSM 3000 uses a sim card, GSM network
    • An unlimited amount of data can be sent for an additional recurring amount per month
    • Two types of formats of communication, namely data and SMS, can be sent to the Control Centre
    • Low power usage (drawing only 200 mille amps) which will result in a longer life span of the battery
    • User ID for arming/disarming

How safe is remote arming?

Remote arming is only secure while the remote arming device is in your possession. Should the device be lost, misplaced or stolen, your security system is no longer secure. Although this may be a convenient method of arming, you need to consider the risks involved.

NOTE – please do not put your address on your keys

Do PIR detectors work in ceilings?

In the average South African home, PIR detectors are not always reliable in ceiling voids due to extremely high summer temperatures, dusty conditions, obstructions, insects, rodents and the mounting heights required by detectors. Commercial buildings or shops having high ceiling voids may be more suitable.

Should my alarm or panic buttons be silent?

This is the subject of an age old argument. KSS believes that audible alarms are more likely to scare off the average intruder. Due to the fact that a panic has to be held in for approximately 2 seconds, there is no way of knowing whether the panic has activated when silent.

Can I see the infrared beams from a PIR detector if I wear special glasses?

No. That only happens in the movies. PIRs are detectors of infrared, not emitters of infrared. They detect body heat. There are no "beams".

How often should I test my alarm system?

The security industry bylaws stipulate that the client must test the system at least every 2 weeks. When a client is testing his/her alarm system, regardless of whether it is a panic test or any other form of test, they MUST please inform the control room.

Should my monitoring company phone me when they receive a panic signal?

Yes. A panic or silent panic alarm signal must be responded to by the Armed Reaction unit as well as a phone call from the control room. The control room need information from the client as to what is happening on the premises so that KSS can take the correct action and dispatch additional emergency service should it be necessary.

The only time the control room will not phone the client is if a duress (under threat) signal has been received. In this case the Armed Reaction will be despatched and then will report back to the control room on the status of the situation. Only then will a phone call be made to the client.

What is the best way to detect intruders early?

You need to create “layers” of protection and protection starts with the outer layer, namely a wall or fence surrounding the property.

Infrared beams are an extremely effective security device used in homes, business and industrial security. Active beams or outdoor motion detectors (of which there are many different makes for different application) are predominantly used outdoors as part of an early warning system against potential intruders.

Active beams or outdoor motion detectors add an extra layer of protection for your family at home. The beams / detectors are set in places across driveways, pathways, entrances, doors, windows or any areas that may serve as points of entry to your property. These beams / detectors serve as an early warning system that there is an intruder on your property - before the intruder gets a chance to enter your home (or business). This will allow time for your family or employees to reach a safe and secure area.

Once a beam / detector has been triggered, it will automatically communicate a signal to our control room and an Armed Response unit will be dispatched to investigate.

If I have infrared beams around my property, do I still need an alarm system in my house?

Yes, you do. Active beams or outdoor motion detectors should ideally be used as an early warning system and not as primary protection.

What are “pet proof beams”?

These beams are designed to not detect “smaller moving objects” (less than 10kgs). We do not recommend them in high risk areas. Note: If pets had to jump up onto higher surface then the movement will trigger the alarm.

Is the control room able to de-activate and then re-activate my alarm if it goes off?

No, the controllers cannot remotely arm/disarm your alarm system from our Control Room.

Will my system still work when the power goes off?

Your system has its own backup battery that is capable of sustaining normal operation for several hours. This battery is also capable of powering the siren and the alarm communicator if the system goes off. It recharges automatically whenever the power is restored and its status is constantly monitored.

If I have a wireless alarm system, how often should I change the batteries?

Our suppliers usually give the batteries a life span of 2 years, due to certain detectors being triggered more frequently. As a rule of thumb, KSS suggest that batteries are changed every one and half years (18 months). NOTE: If the batteries are not changed then the battery acid may leak onto the board and damage the device.

What do I do if I accidentally set off my alarm?

You can cancel the audible alarm by entering your user code. This should clear your system and switch it to "READY" mode. Expect a call from KSS to follow up and the controller will request a cancellation code or password from you to verify this information. The reason for this code / password is to verify it is the actual client that the controller is speaking to.

I cannot arm my alarm system because I cannot get a zone to close.

First check that all of the doors and windows are closed and that no one is moving in front of a motion detector. If everything is in order and the zone remains open it could be a faulty detector or door or window contact. You can still arm the system but you will have to bypass that problem zone. Notify Technical Services at your earliest convenience to discuss the problem or schedule a service visit.

What is a Low Battery Signal?

A low battery signal indicates that the battery which is used as backup power to your alarm panel, is low on power or has failed and needs to be replaced or recharged. Often this is a result of the transformer being unplugged. Or due to prolonged power failure.

Is it important to let my security company know that I will be going away?

Yes and the client should ensure that the key holder’s details are up to date and supply any other relevant details about house sitters. KSS can set up regular patrols.

How do I test a panic button?

Prior to testing inform the control room that you will be testing the system. Hold down each panic button for 2-3 seconds and let the siren sound. The client can then disarm the alarm. The control room will then contact the client to confirm the signal has been received. If no signal has been received a technical call out will be logged so that a KSS technician can come and check the system. Allow 2-3 minutes between the testing of each panic button.

How do I avoid remote jamming?

When remote arming ensure the arming is confirmed visually or audibly.

How does KSS Armed Reaction have access to my property?

KSS will either install a receiver into your gate motor or provide you with a buddilock (padlock system). If you have a buddilock, please keep it oiled and in good working order. If you have a receiver in your gate motor and you have recently had your gate motor worked on by a gate motor repair contractor, please inform KSS so that we can check and ensure that your receiver is still in place and in working order.

What is the “two-up” Armed Response system?

Armed Reaction Officers at KSS now work “two up” (two Reaction Officers per vehicle) to ensure that they are not only more effective, but that they are better supported while on shift. The advantages of having two Reaction Officers (“two up”) per vehicle are:
  • Safety in numbers – extra eyes and ears on the road.
  • Immediate back-up to each other – support and team work are critical.
  • More “fire power” to deal with serious incidents and safeguard themselves and our clients.
  • Better equipped to deal with an incident, contain a situation and manage communication with the respective clients / control centre / emergency services by supporting each other.

Emergency

Our 24/7 control room number is 033-330-5911

Office Hours

Mon - Fri: 7.30am to 4.30pm

Contact us

Our Office

2 Greenfields Place

Merrivale
Kwazulu-Natal
3291

Interested or Questions?

Newsletter


Sign up for our newsletter and get monthly updates directly on your e-mail.