TERMS AND CONDITIONS FOR CCTV MONITORING AND VIDEO VERIFICATION
- Video Quality and/or ISP issues – Alarm Watch accepts no liability where the quality of video provided by your equipment, or a poor internet connection no related to Alarm Watch leads to an incident on site being misinterpreted by the operator responding to the event. This includes missing events due to slow loading time or errors with cameras.
- Playback of Video Footage – By default, Alarm Watch does not offer a video playback service in response to alarms or client requests. All video verification work will be done on a live, time-of-activation basis. Any video replay service the client requires will need to be set up on-site or maintained by the installer.
- Recorded Events as Emails – As an option to solve the issues created from the condition noted above (see Playback of Video Footage), Alarm Watch does offer a response to camera events that are recorded on-site and sent to us for us to action as an alarm event.
- Alarm System’s Priority – Where an alarm system is also integrated into our monitoring station for the site in question, Alarm Watch will respond to the alarms in the manner deemed appropriate based on your alarm instructions or when absent our own standard procedures, no matter what the video may say – unless you specifically request in writing that we incorporate video verification in our decision-making process.
- Decision Making – Alarm Watch’s preference is to contact an individual responsible for the site in question in conjunction with the video verification, allowing them to make the decision as to how to respond. In any case, where the parties responsible do not want to be contacted and entrust us with the responsibility of responding to events as they arise, this desired response will have to be communicated in writing. The operator responding will use their best judgment in responding to the alarm, and Alarm Watch will internally enforce standards of service requirements on operators but will accept no liability for a response that is deemed as inadequate by the owners/operators/management/staff of the site in question.
- Test and commissioning – It is the bureau’s responsibility to test the system, confirm we are receiving signals and video in a manner acceptable to Alarm Watch
- Loading of instructions – When a video system is connected to Alarm Watch, it is important that the monitoring account has clear instructions on what we are to do. The bureau must send us these instructions
- Camera Placement – Alarm Watch takes no responsibility for the placement of camera equipment not installed by its own technicians. We accept no liability for events that are missed because of poor placement, liability or coverage.
- Repeated False Activations – False activations are inevitable but video verification is a time-consuming activity. False activations are of no benefit to either Alarm Watch or the end-user/customer. If false activations occur more than 10 times in a day (any 24-hour period) the alarm system may be considered as a nuisance and the service discontinued until the client and/or installer can resolve the issue on-site.
- Guards and Emergency Services – If the response plan we have received includes either third party guard response or emergency services, Alarm Watch will accept no responsibility for any expenses that are incurred.
- CheckMyCCTV – Alarm Watch strongly recommends but does not require, the use of the CheckMyCCTV system (or similar) to prevent camera outage from going undetected until the time that they are required.
- Privacy – Alarm Watch accepts no liability in regard to privacy complaints or compliance as the placement and/or usage of the cameras we are asked to monitor is not in our control.