How our monitoring center responds
If you contract monitoring, when your alarm or cameras report an event, the Grupo ATG monitoring center, which works around the clock, verifies it according to the service you contracted, contacts you and coordinates according to the protocol agreed with you.
Process subject to validation by AMS operations
The center is operated by Advanced Monitoring Services, S.A. (AMS), a Grupo ATG company. ADVSYSA supplies and installs your system and connects it to the center; monitoring is a separate service, with its own contract.
Signal
Your alarm or camera system reports an event to the center: for example, an intrusion or a panic button.
Your installed equipmentVerification
The operator reviews the event according to the contracted service: they can see a camera image or call you to confirm it with you, using the verification password you agreed. That is how they tell a real event from a false alarm.
Monitoring center operatorContact
The center contacts the people on your list, in the order you set with it.
Monitoring center operatorCoordination
If the event is confirmed, we coordinate with the authorities according to the protocol agreed with you. There is no automatic dispatch of police or firefighters.
According to your protocol
The sequence corresponds to the service you contracted and its protocol. Intrusion, fire and cameras do not automatically share the same response. Nothing on this page is a guaranteed time.
The center responds well when your account is up to date
Four things that depend on you and make the difference between an orderly verification and a call that reaches no one.
See the four things that depend on you
Codes and verification password
Each person who arms and disarms has their own code, and your account has a verification password for the call. They are changed when someone is no longer authorized. They are never published or sent by chat.
Contact list
Who receives the call and in what order, with up-to-date phone numbers. A change of staff, number or schedule is reported to the center through the agreed channel, with identity validation.
Announced tests
Before testing your system, notify the center through the agreed channel: that way the test is not handled as a real event. The periodic tests of your system are set by your maintenance contract.
False alarms and changes
If you set off the alarm by mistake, answer the verification call to close the event. A move, an internet change or construction work should also be reported beforehand.
Signals the center can handle
Which ones apply to your account depends on the installed system and on your contract.
See the signals the center can handle
- Intrusion: a zone opens while the system is armed
- Panic: fixed or portable button, if you have one
- Alerts from your cameras, with image verification, if you contracted that service
- Malfunction, low battery, power loss or loss of communication, depending on the equipment
- Fire: the scope of monitoring a fire panel is confirmed when quoting and is not assumed to be included
What this page does not promise
We would rather say it before than after.
- A response time: the sequence depends on the contracted service and its protocol
- Automatic dispatch of police or firefighters: coordination follows your protocol
- Permanent watching of every camera: the center handles the events your system reports
- The same response for intrusion, fire and cameras: each service has its own scope and protocol
Installation, monitoring, maintenance and warranty, each separate
Each part has someone responsible and its own terms. That way you know whom to call and what each one covers.
See who does what
Supply and installation · ADVSYSA
Designs, installs and configures your alarm or cameras and connects them to the center. Alarms → · Cameras →
Testing and handover
Each signal is tested with you and your account is registered at the center, with your contact list, before handover.
Monitoring · AMS
The center receives, verifies, contacts and coordinates according to your protocol. Monthly fee, separate, with its own contract. What the monthly fee covers →
Maintenance
Periodic tests, batteries and adjustments to your system. It does not come included with monitoring.
Manufacturer’s warranty
Each device carries its manufacturer’s warranty, with its term and conditions. Ask us which one applies to your proposal.
What people ask us about the center
What happens if I do not answer the verification call?
The center goes on down your contact list, in the order you set, and applies the protocol agreed for that case. That is why the list has to be up to date: a person who is no longer there, or an old number, leaves the center with no one to decide with.
Does the center send the police?
There is no automatic dispatch. If the event is confirmed, we coordinate with the authorities according to the protocol agreed with you. No alert guarantees the arrival, or the arrival time, of a third party.
Can I change my contact list or my verification password?
Yes, through the channel agreed when you contract and with identity validation. Changes are not accepted through social media or the site’s chat. It is a good idea to review the list every time the authorized staff changes.
How do I test my system without causing a false event?
By notifying the center before testing, through the agreed channel: that way the test signals are not handled as a real event. How an account is put into and taken out of test mode is defined by the center’s procedure.
How much does monitoring cost?
It is a monthly fee, separate from the installation. We do not publish the figure: it depends on the system, the type of verification and the number of sites, and it goes in writing in the proposal, with what is included and what is charged separately. What a monthly fee covers →
Tell us what you want to monitor
Tell us which system you have or want to install and the ADVSYSA team will contact you to explain how it connects to the center and what the monthly fee covers. If you prefer WhatsApp, the message already says which page you are writing from.
Message us on WhatsApp