Managing your home security system should be easy, which is why we’ve compiled all the tools, frequently asked questions, and contact information you need to get the most out of your system in one convenient location.
My Account We provide our customers with an online portal where you can easily manage your account. Register today to get started!
Our records department is available Monday through Friday, 8:00am to 5:00pm to assist with changes to your account, such as:
Those requests need to be made in writing to the Records department via mail, fax, or email (email@example.com).
Our Customer Care department is available Monday through Friday, 8:00am to 5:00pm to assist with any account related questions. Our representatives can be reached:
Our Tech Support department is available Monday through Friday, 8:00am to 5:00pm to help answer any technical questions pertaining to your system. They can be reached:
Our Scheduling department is available Monday through Friday, 8:00am to 5:00pm and they can be reached by phone at 616-808-2980
Service can also be requested through EPS My Account.
These are a “secret code” that we use to identify your system and validate any notifications we receive. This code is in place for your safety and the safety of those in your home or business. Ensure it is placed in a safe place. When you call in to discuss and/or request anything regarding your account have the code ready. If you would like to change your default passcode number, that process can be done through EPS My Account
Our industry-leading Monitoring Center is staffed 24 hours a day, 7 days a week, 365 days a year. They are watching your system and will alert you to:
No worries, it happens to the best of us! If you happen to accidentally trip your own system’s alarm, here’s what you need to do:
Instructions for testing your EPS system can be found HERE
Following are general EPS Monitoring Center alarm procedures. You are welcome to add special instructions to your account.
If a tripped alarm is not quickly disarmed at the keypad, the alarm is sent to the EPS Monitoring Center. An operator will call the first two contact numbers for alarm verification. If EPS is unable to contact a Passcode holder, authorities will be dispatched and the operator will attempt to notify someone from the contact list.
IMPORTANT: If a non-Passcode holder answers the premises phone, the Monitoring Center operator will get the name of the person, dispatch police and attempt to reach someone on the contact list to obtain authorization. If authorization is confirmed, police dispatch will be cancelled.
Upon receiving a fire alarm, EPS will dispatch the specified fire department, per the National Fire Alarm Code (NFPA 72). Our operator will then call the premises to notify an authorized person about the alarm. If no answer is received, EPS will attempt to notify someone from the contact list.
CO & Gas Detector Alarms
An EPS operator will call the premises to notify an authorized person about the alarm. If no answer is received, EPS will dispatch the specified fire department. We will then attempt to notify someone from the contact list.
Upon receiving an alarm, EPS will dispatch the appropriate police department. The EPS Monitoring Center will NOT call the premises to verify alarm, but will give the phone number to the authorities if requested.
In the event of a false alarm, it is the responsibility of the subscriber to notify the EPS Monitoring Center as soon as possible. After receiving a valid Passcode number and verification of the false trip from a subscriber, dispatch can be cancelled.