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MONI AUTHORIZED DEALER PLAYBOOK
MONI AUTHORIZED DEALER  PLAYBOOK
MAS Table of Contents PIN MAIN DEALER NUMBER 800 615 3844 Option 1 Tech Options New Install 1 Verify Signal 1 Register Cell 2 New Account 3 Service Move 2 Place on Test 1 Verify Signal 2 Administration Assistance with Dealer Portal 3 Field Service 4 Dealer Portal 5 DEALER CARE SUPPORT Monday Friday 8am 7pm CST dealerservicesgroup mymoni com Installation Tech Support 17 Dealer Support 4 Remote Access 17 Resources 4 Installation Quality 18 Dealer Portal 4 Field Service Support 19 Additional Dealer Reports 6 Scheduling Policies 20 The MONI Process 7 Alarm Response Center 21 Screen Customer 7 Data Integrity 22 Create eContracts 7 Collections 25 eContract Tips Tricks 9 Collections Timetable 26 Getting the CS 10 Glossary 27 Contracted Monitoring Acts 3 TECHNICAL SUPPORT Monday Friday 7 30am 9pm CST Registering the Cell 10 Authorization for Service 4 FIELD SERVICE Monday Friday 7am 11pm CST Saturday 8am 9pm CST fieldservice mymoni com Manifest 11 Tech Support 5 Block Acts 6 2 Option 2 MONI Security Dealer Menu 3 DEALER CARE FUNDING Monday Friday 8am 5pm CST https www facebook com MONIDealerProgram http www monidealerprogram com blog https www linkedin com company moni smart security https vimeo com monipodcasts https www twitter com MONIDlrProgram https www instagram com MoniDealerProgram Placing the Account Online 10 New Account 12 Moves 14 Funding Cycle 15 Purchase Criteria 16 Required Documentation 17 Guarantee Period 18 Revenue Guarantee 19
MAS    Table of Contents  PIN  MAIN DEALER NUMBER  800.615.3844  Option  1  Tech Options  New Install  1  - Verify Signal ...
MAS Table of Contents PIN MAIN DEALER NUMBER 800 615 3844 Option 1 Tech Options New Install 1 Verify Signal 1 Register Cell 2 New Account 3 Service Move 2 Place on Test 1 Verify Signal 2 Administration Assistance with Dealer Portal 3 Field Service 4 Dealer Portal 5 DEALER CARE SUPPORT Monday Friday 8am 7pm CST dealerservicesgroup mymoni com Installation Tech Support 17 Dealer Support 4 Remote Access 17 Resources 4 Installation Quality 18 Dealer Portal 4 Field Service Support 19 Additional Dealer Reports 6 Scheduling Policies 20 The MONI Process 7 Alarm Response Center 21 Screen Customer 7 Data Integrity 22 Create eContracts 7 Collections 25 eContract Tips Tricks 9 Collections Timetable 26 Getting the CS 10 Glossary 27 Contracted Monitoring Acts 3 TECHNICAL SUPPORT Monday Friday 7 30am 9pm CST Registering the Cell 10 Authorization for Service 4 FIELD SERVICE Monday Friday 7am 11pm CST Saturday 8am 9pm CST fieldservice mymoni com Manifest 11 Tech Support 5 Block Acts 6 2 Option 2 MONI Security Dealer Menu 3 DEALER CARE FUNDING Monday Friday 8am 5pm CST https www facebook com MONIDealerProgram http www monidealerprogram com blog https www linkedin com company moni smart security https vimeo com monipodcasts https www twitter com MONIDlrProgram https www instagram com MoniDealerProgram Placing the Account Online 10 New Account 12 Moves 14 Funding Cycle 15 Purchase Criteria 16 Required Documentation 17 Guarantee Period 18 Revenue Guarantee 19
MAS    Table of Contents  PIN  MAIN DEALER NUMBER  800.615.3844  Option  1  Tech Options  New Install  1  - Verify Signal ...
Dealer Support Resources Dealer Portal Resources AMT Main Menu Applications AMT CUSTOMER ADMIN TOOL Main Menu Applications Customer Admin CUSTOMER ADMIN TOOL TRAINING Main Menu Training Center Video Tutorials Dealer Portal Enhancement Training CREDIT PORTAL Main Menu Applications Credit Portal ACCOUNT MANIFEST Main Menu Applications Resources Document Center ADDENDUM TEMPLATE Main Menu Applications Resources Document Center ALARM MONITORING AGREEMENT Main Menu Applications ProShop Forms Contracts SCHEDULE OF PROTECTION Main Menu Applications ProShop Forms Contracts Funding Specialists Answer questions on purchased accounts Contact for all funding related questions Can assist with resurveys and account cures Pre purchase cleanup and questions Gets you paid Account Manager Portfolio Management Quantity Compliance Attrition Reduction Revenue Sharing Identifying Trends TransUnion Support Account Executive Lead Assistance Sales Production Marketing Execution Business Improvement Continued Training Assist with growing your business Dealer Portal Usage Benefits REPORTING FLEXIBILITY Get your detailed portfolio summary learn about troublesome accounts and attrition find out when accounts need to be cured or replaced or view your payment account Examples of key reports include P erformance Dashboard A snapshot of key performance indicators including billing and funding histories up to date views of First Notice and aging data and holdback amounts and adjustments See Figure A S ervice Dashboard A comprehensive overview of current and 90 day service performance including open service jobs status updates and completion rates P urchased Account Summary A summary of your overall portfolio including first and final notices total number of accounts purchased balance of your holdback account an overview of your contracts and the number of accounts in each contract DOCUMENT CENTER This is your central location for all forms processes applications how to guides and more Many of the documents relate specifically to departments covered in this Dealer Guide and you can sort quickly by department or category PROSHOP We offer professional marketing materials that you can customize to fit your brand apparel options through Lands End and all the forms and contracts you will need when selling and installing new customers PROFILE CENTER The Profile Center on Dealer Portal is where you will go to update or change your company information See Figure C Some of the most important items include Email addresses where certain MONI communications will be sent Credit Bureau subscriber codes so you can run credit through Dealer Portal Custom settings to make the Customer Admin section easier to use Mailing and billing addresses CUSTOM SETTINGS In the Custom Settings tab within the Profile section you are able to customize the Customer Admin tool to make it more efficient for your company You are able to set drop down boxes to only list the equipment brands or options that you offer select default fields to the options you select most and set up your primary package options to make it easier and quicker to enter equipment zone lists See Figure D THE LATEST INFORMATION We keep you informed on what you need to know whether it s an upgrade of an existing technology system or a change in company policy Dealer Communications are periodic bulletins and alerts Please ensure your contact information is updated in your profile center to receive these email communications on a timely manner Alerts are also archived on Dealer Portal and in the Dealer Communication Center See Figure E T he Monitor is our monthly dealer eNewsletter that covers the latest news product updates feature stories and dealer spotlights See Figure F Figure C Profile Center Figure A Performance Dashboard MANAGEMENT FLEXIBILITY Dealer Portal lets you create user roles that control access to information among key people in your company adjusting it according to their needs and responsibilities FINANCIAL FLEXIBILITY It s crucial to understand not only where your money is coming from but also where it s going Manage and monitor your financial activity from Dealer Portal I nvoice Center Access recurring and non recurring invoices search for specific invoices by date range or through a number of different filters See Figure B P ayment Center Review your current balance and any pastdue aging pay your balance online save your bank account information and view your transaction history F unding Reports See your closing documents when MONI has completed a buy and purchased the accounts that you submitted for funding 4 Figure D Custom Settings Overview Figure E Dealer Communication DID YOU KNOW Figure B Invoice Center Figure F The Monitor You can refer to the ProShop section for more information on products and the branding section to review the MONI Authorized Dealer logo brand standards 5
Dealer Support Resources Dealer Portal Resources     AMT   Main Menu   Applications  AMT     CUSTOMER ADMIN TOOL   Main Me...
Dealer Support Resources Dealer Portal Resources AMT Main Menu Applications AMT CUSTOMER ADMIN TOOL Main Menu Applications Customer Admin CUSTOMER ADMIN TOOL TRAINING Main Menu Training Center Video Tutorials Dealer Portal Enhancement Training CREDIT PORTAL Main Menu Applications Credit Portal ACCOUNT MANIFEST Main Menu Applications Resources Document Center ADDENDUM TEMPLATE Main Menu Applications Resources Document Center ALARM MONITORING AGREEMENT Main Menu Applications ProShop Forms Contracts SCHEDULE OF PROTECTION Main Menu Applications ProShop Forms Contracts Funding Specialists Answer questions on purchased accounts Contact for all funding related questions Can assist with resurveys and account cures Pre purchase cleanup and questions Gets you paid Account Manager Portfolio Management Quantity Compliance Attrition Reduction Revenue Sharing Identifying Trends TransUnion Support Account Executive Lead Assistance Sales Production Marketing Execution Business Improvement Continued Training Assist with growing your business Dealer Portal Usage Benefits REPORTING FLEXIBILITY Get your detailed portfolio summary learn about troublesome accounts and attrition find out when accounts need to be cured or replaced or view your payment account Examples of key reports include P erformance Dashboard A snapshot of key performance indicators including billing and funding histories up to date views of First Notice and aging data and holdback amounts and adjustments See Figure A S ervice Dashboard A comprehensive overview of current and 90 day service performance including open service jobs status updates and completion rates P urchased Account Summary A summary of your overall portfolio including first and final notices total number of accounts purchased balance of your holdback account an overview of your contracts and the number of accounts in each contract DOCUMENT CENTER This is your central location for all forms processes applications how to guides and more Many of the documents relate specifically to departments covered in this Dealer Guide and you can sort quickly by department or category PROSHOP We offer professional marketing materials that you can customize to fit your brand apparel options through Lands End and all the forms and contracts you will need when selling and installing new customers PROFILE CENTER The Profile Center on Dealer Portal is where you will go to update or change your company information See Figure C Some of the most important items include Email addresses where certain MONI communications will be sent Credit Bureau subscriber codes so you can run credit through Dealer Portal Custom settings to make the Customer Admin section easier to use Mailing and billing addresses CUSTOM SETTINGS In the Custom Settings tab within the Profile section you are able to customize the Customer Admin tool to make it more efficient for your company You are able to set drop down boxes to only list the equipment brands or options that you offer select default fields to the options you select most and set up your primary package options to make it easier and quicker to enter equipment zone lists See Figure D THE LATEST INFORMATION We keep you informed on what you need to know whether it s an upgrade of an existing technology system or a change in company policy Dealer Communications are periodic bulletins and alerts Please ensure your contact information is updated in your profile center to receive these email communications on a timely manner Alerts are also archived on Dealer Portal and in the Dealer Communication Center See Figure E T he Monitor is our monthly dealer eNewsletter that covers the latest news product updates feature stories and dealer spotlights See Figure F Figure C Profile Center Figure A Performance Dashboard MANAGEMENT FLEXIBILITY Dealer Portal lets you create user roles that control access to information among key people in your company adjusting it according to their needs and responsibilities FINANCIAL FLEXIBILITY It s crucial to understand not only where your money is coming from but also where it s going Manage and monitor your financial activity from Dealer Portal I nvoice Center Access recurring and non recurring invoices search for specific invoices by date range or through a number of different filters See Figure B P ayment Center Review your current balance and any pastdue aging pay your balance online save your bank account information and view your transaction history F unding Reports See your closing documents when MONI has completed a buy and purchased the accounts that you submitted for funding 4 Figure D Custom Settings Overview Figure E Dealer Communication DID YOU KNOW Figure B Invoice Center Figure F The Monitor You can refer to the ProShop section for more information on products and the branding section to review the MONI Authorized Dealer logo brand standards 5
Dealer Support Resources Dealer Portal Resources     AMT   Main Menu   Applications  AMT     CUSTOMER ADMIN TOOL   Main Me...
Additional Dealer Reports 1ST NOTICE AND AGING All accounts in your portfolio that are past due within your guarantee period as well as those that have received a First Notice of Bad Contract Updated daily ATTRITION REPORT A report of all accounts purchased from you and monthby month detail of the number that are canceled versus active This relates to potential revenue sharing bonuses PERMIT COUNTDOWN REPORT Provides you with a listing of all accounts pending first and final notice that were purchased funded in conditional permit markets Also it displays accounts that are declined in open buys for permit related issues MONITORED BILLING REPORT Provides you with a listing of your entire portfolio of accounts currently being billed as contract monitored wholesale accounts Report shows customer names CS number and monthly billing detail CURE REPORT A listing of all accounts from your portfolio that previously received 1st Notice of Bad Contract and later had the issue s resolved either by making a payment or having cancel request resolved DETAILED HOLDBACK REPORT This information shows how your attrition rate affects the holdback balances for each contract closed This includes the purchased price guaranteed amount prepaid revenue MMR credit replacement credit miscellaneous deductions replacement date and subscriber number of the replacement account PURCHASED FUNDED ACCOUNTS All accounts that MONI has purchased funded from you including all 1st and Final Notices total number of accounts purchased funded balance of your holdback account the contract buy number and total number of accounts in each contract buy Updated daily and every time MONI buys an account from you PORTFOLIO SUMMARY Shows the current status of your purchased funded account portfolio including status of holdback reserves any potential chargebacks 1st Notices EPP charges and or accounts that have already charged back Replacements Required Chargebacks DID YOU KNOW You can find all the reports that you will need on Dealer Portal Main Menu Dealer Reports CANCEL QUEUE REPORT Lists all accounts that have charged back including those note yet taken Replacements Required Chargebacks Not Yet Taken and those already taken Replaced Accounts Chargebacks Taken FIELD SERVICE Open job ticket report LEADS FEE REPORT Breaks down leads invoice by number of leads cost reassignments and any credits The MONI Process 1 Screen Customer and Run Credit through MONI Dealer Portal First ensure your customer is the homeowner and that they do not already have MONI service Next you will run their credit They must have a minimum of a 600 FICO score for MONI to fund the account Log in to the Dealer Portal and access the Credit Portal located under the Application Tab Here you will enter the following customer information 1 Full name 2 Social Security Number SSN a If you do not have the SSN it is possible to run credit by leaving the SSN blank If your customer is a new homeowner there might not be credit established and you will need to request the SSN 3 Enter the customer s zip code which will enable you to enter the remaining full address 4 Press RUN CREDIT If successful you will see a credit score and a Transaction ID You must keep record of this Transaction ID you will need it to request funding a If you receive a Bounce Match this means the customer may be a current or previous MONI customer You must call Dealer Care or your Funding Specialist to continue with the application b If it is safe to continue your Funding Specialist will give you specific notes to add to the comments of the Bounce Match before you press continue 5 Press SAVE AS PROSPECT to ensure this record is stored CUSTOMER INFORMATION You will now begin collecting customer information starting on the Customers Tab All items with asterisks must be completed You will also need to create the Customer s Preferred Password their verbal alarm password ADDRESSES Enter the customer s address You may select Same as Premise for their Billing Address This will copy their premise address to their billing address If you make changes later you 2 Create eContracts GETTING STARTED From the home screen of eContract select either New Contract or Stored Quotes Stored Quotes is the inventory of quotes you have sent previously and are now ready to complete See the tabs on the left of the screen as illustrated in Figure B NEW CONTRACT Select the Country USA or Canada and the langauge English or Spanish and select Create Contract 6 Figure B 7
Additional Dealer Reports 1ST NOTICE AND AGING All accounts in your portfolio that are past due within your guarantee peri...
Additional Dealer Reports 1ST NOTICE AND AGING All accounts in your portfolio that are past due within your guarantee period as well as those that have received a First Notice of Bad Contract Updated daily ATTRITION REPORT A report of all accounts purchased from you and monthby month detail of the number that are canceled versus active This relates to potential revenue sharing bonuses PERMIT COUNTDOWN REPORT Provides you with a listing of all accounts pending first and final notice that were purchased funded in conditional permit markets Also it displays accounts that are declined in open buys for permit related issues MONITORED BILLING REPORT Provides you with a listing of your entire portfolio of accounts currently being billed as contract monitored wholesale accounts Report shows customer names CS number and monthly billing detail CURE REPORT A listing of all accounts from your portfolio that previously received 1st Notice of Bad Contract and later had the issue s resolved either by making a payment or having cancel request resolved DETAILED HOLDBACK REPORT This information shows how your attrition rate affects the holdback balances for each contract closed This includes the purchased price guaranteed amount prepaid revenue MMR credit replacement credit miscellaneous deductions replacement date and subscriber number of the replacement account PURCHASED FUNDED ACCOUNTS All accounts that MONI has purchased funded from you including all 1st and Final Notices total number of accounts purchased funded balance of your holdback account the contract buy number and total number of accounts in each contract buy Updated daily and every time MONI buys an account from you PORTFOLIO SUMMARY Shows the current status of your purchased funded account portfolio including status of holdback reserves any potential chargebacks 1st Notices EPP charges and or accounts that have already charged back Replacements Required Chargebacks DID YOU KNOW You can find all the reports that you will need on Dealer Portal Main Menu Dealer Reports CANCEL QUEUE REPORT Lists all accounts that have charged back including those note yet taken Replacements Required Chargebacks Not Yet Taken and those already taken Replaced Accounts Chargebacks Taken FIELD SERVICE Open job ticket report LEADS FEE REPORT Breaks down leads invoice by number of leads cost reassignments and any credits The MONI Process 1 Screen Customer and Run Credit through MONI Dealer Portal First ensure your customer is the homeowner and that they do not already have MONI service Next you will run their credit They must have a minimum of a 600 FICO score for MONI to fund the account Log in to the Dealer Portal and access the Credit Portal located under the Application Tab Here you will enter the following customer information 1 Full name 2 Social Security Number SSN a If you do not have the SSN it is possible to run credit by leaving the SSN blank If your customer is a new homeowner there might not be credit established and you will need to request the SSN 3 Enter the customer s zip code which will enable you to enter the remaining full address 4 Press RUN CREDIT If successful you will see a credit score and a Transaction ID You must keep record of this Transaction ID you will need it to request funding a If you receive a Bounce Match this means the customer may be a current or previous MONI customer You must call Dealer Care or your Funding Specialist to continue with the application b If it is safe to continue your Funding Specialist will give you specific notes to add to the comments of the Bounce Match before you press continue 5 Press SAVE AS PROSPECT to ensure this record is stored CUSTOMER INFORMATION You will now begin collecting customer information starting on the Customers Tab All items with asterisks must be completed You will also need to create the Customer s Preferred Password their verbal alarm password ADDRESSES Enter the customer s address You may select Same as Premise for their Billing Address This will copy their premise address to their billing address If you make changes later you 2 Create eContracts GETTING STARTED From the home screen of eContract select either New Contract or Stored Quotes Stored Quotes is the inventory of quotes you have sent previously and are now ready to complete See the tabs on the left of the screen as illustrated in Figure B NEW CONTRACT Select the Country USA or Canada and the langauge English or Spanish and select Create Contract 6 Figure B 7
Additional Dealer Reports 1ST NOTICE AND AGING All accounts in your portfolio that are past due within your guarantee peri...
will need to re select Same as Premise to ensure the new information is in both places Note There are state specific agreements and terms based on the state of the site address Most states will have altered legal langauge however some will have additional fields to complete For example there are extra fields for California and Pennsylvania EQUIPMENT Fill out the information for equipment promotions and any additional items Select whether or not cellular service will be included Enter the quantity and price for the selected equipment The total for equipment will be calculated for you You can then adjust the total to show discounts or free equipment You can also enter additional non equipment items in the open fields For example free second month of monitoring installation fee etc Do not enter ambiguous warranty terms such as extended warranty insurance or VIP service plan Most warranty terms are included in legal verbiage and ambiguous additions can cause issues later and complete the agreement you have the option to send a quote Go to the Signing Room tab and press Send a Quote After the customer signs he or she will receive an email from DocuSign with links to their completed agreements Customer email and copies will have credit card and social security information hidden This will send a summary of the terms of agreement and equipment package details to the customer Once your quote is sent the eContract application will return to the starting page You will also receive an email notification with a link to the Dealer Portal where the copy may be accessed This copy will contain payment information and should be kept secure Quotes are stored in the Stored Quotes section If a customer decides to buy at a later time you can retrieve their saved quote and continue the process from there The customer will receive an email with the quote to remind them of the terms previously discussed and to give you a starting point to revisit the sale The email explains that the quote is subject to change after 24 hours thus creating a sense of urgency REMOTE SIGNING If for any reason you are unable to complete the agreement with the customer in person you may send the DocuSign agreement to their email so they can sign at their convenience Ensure all the fields are completed and then select Send Contract rather than Sign Contract BILLING The Billing section asks for two different payment methods Initial payment Recurring monthly payments The initial payment includes the total from the equipment page the activation fee and the first month of monitoring The recurring monthly payment is second and shows monthly monitoring rate Auto pay is the default option but the customer may also choose monthly invoice SURVEY All survey questions must be answered either yes or no The questions are sales related and should be completed prior to the technician s arrival Note Tech questions as well as zone lists and additional monitoring information are not yet included in the eContract application A separate form or application must be used to collect that information Your Account Executive has a CIS form that we recommend for this purpose SIGNING ECONTRACT After walking through all tabs on eContract with your customer you will select the Signing Room tab Signing is completed using DocuSign TERMS Complete the terms of the agreement as you would on the Alarm Monitoring Agreement including number of payments term of agreement monthly monitoring rate one time activation fee and residential service plan lifetime warranty The number of payments term of agreement will not display 60 months in states where those agreement lengths are not accepted If cellular service is included you will need to select the cellular service vendor If Alarm com is selected the Alarm com terms and conditions will be attached to the agreements on the summary tab and the agreements sent to the customer Financial disclosure statement will be automatically calculated for you and displayed on the terms page SEND A QUOTE The next step is to collect the payment information If the customer is not ready to provide payment information 8 Once you select Sign Contract the system will ensure there is no missing information If any parts are incomplete you will be prompted to complete those before collecting signatures Any tabs with missing information are highlighted pink to indicate this When all the necessary fields of the contract are completed the customer will need to agree to use electronic records and signatures Note Due to some inconsistencies with certain displays you can also access these disclosures on the page prior to selecting Sign Contract Once they have read the disclosures they can check the box Review Documents Next the customer may review and sign the agreement on the DocuSign signing page Select Start In the first signature box select sign Using their finger or a stylus they will sign their name or they can choose Select Style and use a handwriting option of their choice They will then select Adopt and Sign Once all signatures are complete select Finish Your customer will receive an email indicating they have received a document to review and sign This process is similar to signing on the iPad Signatures collected remotely will default to using the type pad signature rather than the handwriting signature However they may choose to draw their signature instead For multiple signers using remote signing you will need to collect email addresses for each signer This will ensure a secure signing experience for each PRACTICE USING ECONTRACT Please be sure to practice before going into the field Many issues can be overcome with practice and training and are better handled in a controlled environment rather than in a situation where a sale is on the line We are always trying to improve eContract so please let your Account Executive know if you have any questions concerns feedback or suggestions If this email address is not set up properly you will experience issues when trying to submit SYSTEM REQUIREMENTS eContract is a web based application optimized for iPad It will work on other tablets and laptops via the Internet but it functions best on iPad However we cannot guarantee the application will work on all tablets or browsers Please test eContract first prior to going into the field Screen size must be a minimum of 7 inches This ensures the user can read the agreement and keeps the appearance consistent The Internet browser must be HTML 5 Safari Firefox and Google Chrome are older versions of Internet Explorer are not Note if using an Android Tablet the best browser is Google Chrome The only issue reported is that zip code field may not let you type in it If this happens you should be able to type zip into another field then copy and paste it into zip field Create an email address specifically for eContract For example econtract ABCSecurity com will ensure all eContract information is kept organized Once you begin an eContract you will need to stay on that page until it is completed You will lose information if you switch to other apps or if your tablet auto locks Please adjust your settings before you begin eContract Tips Tricks YOUR ECONTRACT EMAIL ADDRESS To set up your eContract email Log in to the Dealer Portal Profile Contact Information Scroll down to Email Information Your eContract email should match your purchase email If not click Add New Create an email address specifically for eContracts This will be the email address where copies of eContracts will be sent It will also be the email address copies will come from SAVE TO HOME SCREEN On your iPad you will be prompted to add the site to your home screen Press the Add to Home Screen button give it a title and press the add button It will then look like an app on your home screen See Figure A Note Other tablets may not have this option or may have a different procedure IMPORTANT STATE SPECIFIC AGREEMENTS Please be advised that we have state specific agreements in order to adhere to the terms and conditions that apply within your sales market We expect and require that these materials are used on each and every account for funding within the MONI Authorized Dealer Program Please see information regarding lead times associated with this product 9
will need to re-select    Same as Premise    to ensure the new information is in both places. Note  There are state-specif...
will need to re select Same as Premise to ensure the new information is in both places Note There are state specific agreements and terms based on the state of the site address Most states will have altered legal langauge however some will have additional fields to complete For example there are extra fields for California and Pennsylvania EQUIPMENT Fill out the information for equipment promotions and any additional items Select whether or not cellular service will be included Enter the quantity and price for the selected equipment The total for equipment will be calculated for you You can then adjust the total to show discounts or free equipment You can also enter additional non equipment items in the open fields For example free second month of monitoring installation fee etc Do not enter ambiguous warranty terms such as extended warranty insurance or VIP service plan Most warranty terms are included in legal verbiage and ambiguous additions can cause issues later and complete the agreement you have the option to send a quote Go to the Signing Room tab and press Send a Quote After the customer signs he or she will receive an email from DocuSign with links to their completed agreements Customer email and copies will have credit card and social security information hidden This will send a summary of the terms of agreement and equipment package details to the customer Once your quote is sent the eContract application will return to the starting page You will also receive an email notification with a link to the Dealer Portal where the copy may be accessed This copy will contain payment information and should be kept secure Quotes are stored in the Stored Quotes section If a customer decides to buy at a later time you can retrieve their saved quote and continue the process from there The customer will receive an email with the quote to remind them of the terms previously discussed and to give you a starting point to revisit the sale The email explains that the quote is subject to change after 24 hours thus creating a sense of urgency REMOTE SIGNING If for any reason you are unable to complete the agreement with the customer in person you may send the DocuSign agreement to their email so they can sign at their convenience Ensure all the fields are completed and then select Send Contract rather than Sign Contract BILLING The Billing section asks for two different payment methods Initial payment Recurring monthly payments The initial payment includes the total from the equipment page the activation fee and the first month of monitoring The recurring monthly payment is second and shows monthly monitoring rate Auto pay is the default option but the customer may also choose monthly invoice SURVEY All survey questions must be answered either yes or no The questions are sales related and should be completed prior to the technician s arrival Note Tech questions as well as zone lists and additional monitoring information are not yet included in the eContract application A separate form or application must be used to collect that information Your Account Executive has a CIS form that we recommend for this purpose SIGNING ECONTRACT After walking through all tabs on eContract with your customer you will select the Signing Room tab Signing is completed using DocuSign TERMS Complete the terms of the agreement as you would on the Alarm Monitoring Agreement including number of payments term of agreement monthly monitoring rate one time activation fee and residential service plan lifetime warranty The number of payments term of agreement will not display 60 months in states where those agreement lengths are not accepted If cellular service is included you will need to select the cellular service vendor If Alarm com is selected the Alarm com terms and conditions will be attached to the agreements on the summary tab and the agreements sent to the customer Financial disclosure statement will be automatically calculated for you and displayed on the terms page SEND A QUOTE The next step is to collect the payment information If the customer is not ready to provide payment information 8 Once you select Sign Contract the system will ensure there is no missing information If any parts are incomplete you will be prompted to complete those before collecting signatures Any tabs with missing information are highlighted pink to indicate this When all the necessary fields of the contract are completed the customer will need to agree to use electronic records and signatures Note Due to some inconsistencies with certain displays you can also access these disclosures on the page prior to selecting Sign Contract Once they have read the disclosures they can check the box Review Documents Next the customer may review and sign the agreement on the DocuSign signing page Select Start In the first signature box select sign Using their finger or a stylus they will sign their name or they can choose Select Style and use a handwriting option of their choice They will then select Adopt and Sign Once all signatures are complete select Finish Your customer will receive an email indicating they have received a document to review and sign This process is similar to signing on the iPad Signatures collected remotely will default to using the type pad signature rather than the handwriting signature However they may choose to draw their signature instead For multiple signers using remote signing you will need to collect email addresses for each signer This will ensure a secure signing experience for each PRACTICE USING ECONTRACT Please be sure to practice before going into the field Many issues can be overcome with practice and training and are better handled in a controlled environment rather than in a situation where a sale is on the line We are always trying to improve eContract so please let your Account Executive know if you have any questions concerns feedback or suggestions If this email address is not set up properly you will experience issues when trying to submit SYSTEM REQUIREMENTS eContract is a web based application optimized for iPad It will work on other tablets and laptops via the Internet but it functions best on iPad However we cannot guarantee the application will work on all tablets or browsers Please test eContract first prior to going into the field Screen size must be a minimum of 7 inches This ensures the user can read the agreement and keeps the appearance consistent The Internet browser must be HTML 5 Safari Firefox and Google Chrome are older versions of Internet Explorer are not Note if using an Android Tablet the best browser is Google Chrome The only issue reported is that zip code field may not let you type in it If this happens you should be able to type zip into another field then copy and paste it into zip field Create an email address specifically for eContract For example econtract ABCSecurity com will ensure all eContract information is kept organized Once you begin an eContract you will need to stay on that page until it is completed You will lose information if you switch to other apps or if your tablet auto locks Please adjust your settings before you begin eContract Tips Tricks YOUR ECONTRACT EMAIL ADDRESS To set up your eContract email Log in to the Dealer Portal Profile Contact Information Scroll down to Email Information Your eContract email should match your purchase email If not click Add New Create an email address specifically for eContracts This will be the email address where copies of eContracts will be sent It will also be the email address copies will come from SAVE TO HOME SCREEN On your iPad you will be prompted to add the site to your home screen Press the Add to Home Screen button give it a title and press the add button It will then look like an app on your home screen See Figure A Note Other tablets may not have this option or may have a different procedure IMPORTANT STATE SPECIFIC AGREEMENTS Please be advised that we have state specific agreements in order to adhere to the terms and conditions that apply within your sales market We expect and require that these materials are used on each and every account for funding within the MONI Authorized Dealer Program Please see information regarding lead times associated with this product 9
will need to re-select    Same as Premise    to ensure the new information is in both places. Note  There are state-specif...
3 Getting the CS 1 For non branded panels such as a 2GIG you must call Dealer Services to request a new account number 2 Branded panels come pre programmed with a MONI account number You will need to shell this account number under your Dealership Use the CS on the box of the panel and call it into MONI Dealer Services 4 Registering the Cell 10 Access the Customer Admin tool located under Applications Customer Info Tab Customer Information Sub Tab 1 Contract type choose paper or eContract a For eContract you will need to have the eContract ID number handy If you have not completed the eContract you can still register the cell just choose paper and switch to eContract later 2 Account Type choose Residential or Commercial a If Residential enter customer s first name middle initial and last name b If Commercial enter signatory s first name middle initial and last name You will enter the company name at the bottom of the page 3 Enter contact phone number 4 Enter email address 5 Best Contact Method is typically the customer s mobile number 6 Enter zip code prior to the rest of the address 7 Choose city and coordinating county 8 Enter street address Apt Suite is for Puerto Rico only if suite or unit is required for the address add this to the initial address field 9 Click SAVE Tech Services Tab System Information Sub Tab 10 Enter CS for panel type 11 Choose monitoring type 12 Select the system panel type 13 Site phone panel phone fields are only needed if the account is digital Leave blank for cell accounts 14 Choose the site type 15 Choose between Contract Monitored or Purchased Account 16 Choose install type 17 Enter install date 18 Choose connection type 19 Update panel location after install to ensure consistency Type Verify to remember to update prior to placing the account online 20 Transformer location should be updated after install to ensure consistency Type Verify to remember to update prior to placing the account online 21 Enter installer code 22 Verbal passcode can also be updated after install 23 Update signal confirmation after installation Type Verify 24 Enter 2way board if applicable 25 Choose the cell provider 26 Choose system type 27 Press SAVE then REGISTER CELL 28 Complete the following steps depending on your interactive provider a Alarm com i Press Create User Name ii Enter the customer s email address iii Enter the Serial Number iv Choose the customer s Service Plan v Choose any additional features vi Choose Register Cell b Alarmnet i Choose Total Connect or Alarm Reporting Only ii Enter User Name iii Enter Account Name iv Enter Cell MAC ID v Enter CRC vi Click on Register Cell c Telguard i Choose Service Plan ii Enter the Serial Number iii Press Save You have successfully registered your cell You can now complete the eContract and installation Do not forget to bring the MONI pre install sheet back to ensure you have all the information necessary to complete placing the account online 5 Placing the Account Online Access the Customer Admin tool located under Applications Customer Lookup Tab Customer Lookup Sub Tab 1 Type in the CS and press SEARCH 2 Select the MONINet ID at the bottom of the page it will pull up the previously created shell 3 Change the Contract Type to eContract 4 Enter the eContract ID from the encrypted email you received after the customer s signature was obtained 5 Press SAVE then NEXT Customer Info Tab Account Information Sub Tab 6 Verify Contract Monitored or Purchased 7 Choose the Term 8 Choose Recurring Payment Frequency monthly for all Purchased Accounts 9 If the customer has chosen auto pay simply type the day into the Draft Day section a If drafting will occur on the 5th of every month type 5 10 Enter the bill start date which is the date MONI should first bill the customer a This will be 30 days from initial payment from customer 11 Enter the RMR Total Monthly Fee 12 Type in Activation Fee if any 13 Press SAVE then NEXT Customer Info Tab Site Information Sub Tab 14 Enter the number of Zones you need to add by typing the number in the Number of rows box then press ADD ROWS 15 Type in the Zone number choose the Type Event Code and Location a Comments should be used if necessary For example if there are two back doors and one is a glass sliding door you can type in glass sliding door 16 Enter a minimum of three contacts one contact can be the owner a You need to have a minimum of two enhanced contacts for cell and one for digital 17 Press SAVE and NEXT Tech Services Tab System Information Sub Tab 18 Update the fields where you previous entered Verify 19 Press SAVE and NEXT Tech Services Tab Site Information Sub Tab 20 Press GET AGENCIES 21 Choose the Agencies based on the customer s address a If you are unsure the best solution is always to call these agencies and confirm if they dispatch to the customer s address Otherwise ask the customer 22 Press SAVE and NEXT 23 Confirm all the information and press PLACE ACCOUNT ONLINE 24 Once you have successfully placed your account online you will see two messages a Zones not found in the table b Confirmation Number You have successfully placed your account online and you are ready to complete your funding manifest Manifest This is the excel file that is required to submit funding similar to a cover sheet The Manifest tells MONI what accounts to purchase When filling out the Manifest you must list all accounts that are ready to be funded List each account alphabetically by the customer s last name For each account you will need eContract ID CS Customer s Last Name Date Submitted Transaction ID Holdback Holdback will show on the close report 24 hours after it expires to review for settlement You can find out what day a Holdback was closed by looking in SAM or on Net in the Portfolio Summary If an account is First Noticed within the guarantee period we will wait 30 days before cancelling unless the dealer tells us to cancel sooner or the holdback is scheduled to be closed sooner Accounts can be cancelled any day after they have been First Noticed For active ongoing dealers all replacements and First Notices within the guarantee period must be satisfied before the Holdback is eligible for release on specific contracts Payment for Holdback is usually released the day after the Holdback has been closed Accounting is generally not able to process Holdbacks for payment 48 hours prior to the last day of the month until approximately the third business day of the next month due to internal month end processes If there are five contracts eligible for close and the first one has a replacement due on it then we can proceed to the next open Holdback that does not require replacements or have a First Notice Customer credits are not to come from the Holdback The dealer must write MONI a check directly or give a check to the customer Past due monies owed to the MONI such as contract monitoring credit report processing fees service monies and third party monitoring services such as Alarm com can and will be taken from Holdback or funding when applicable Any Holdbacks closed in a positive manner we owe the dealer monies for that contract will first be applied to any negative contract closings Any remaining funds will be sent to the dealer Dealers that have not submitted contracts for purchase within the last 60 days and have not kept up with their replacements will have their Holdbacks closed without replacements Detailed Holdback Analysis is available on mymoni net 11
3. Getting the CS  1.   For non-branded panels, such as a 2GIG, you must call Dealer Services to request a new account num...
3 Getting the CS 1 For non branded panels such as a 2GIG you must call Dealer Services to request a new account number 2 Branded panels come pre programmed with a MONI account number You will need to shell this account number under your Dealership Use the CS on the box of the panel and call it into MONI Dealer Services 4 Registering the Cell 10 Access the Customer Admin tool located under Applications Customer Info Tab Customer Information Sub Tab 1 Contract type choose paper or eContract a For eContract you will need to have the eContract ID number handy If you have not completed the eContract you can still register the cell just choose paper and switch to eContract later 2 Account Type choose Residential or Commercial a If Residential enter customer s first name middle initial and last name b If Commercial enter signatory s first name middle initial and last name You will enter the company name at the bottom of the page 3 Enter contact phone number 4 Enter email address 5 Best Contact Method is typically the customer s mobile number 6 Enter zip code prior to the rest of the address 7 Choose city and coordinating county 8 Enter street address Apt Suite is for Puerto Rico only if suite or unit is required for the address add this to the initial address field 9 Click SAVE Tech Services Tab System Information Sub Tab 10 Enter CS for panel type 11 Choose monitoring type 12 Select the system panel type 13 Site phone panel phone fields are only needed if the account is digital Leave blank for cell accounts 14 Choose the site type 15 Choose between Contract Monitored or Purchased Account 16 Choose install type 17 Enter install date 18 Choose connection type 19 Update panel location after install to ensure consistency Type Verify to remember to update prior to placing the account online 20 Transformer location should be updated after install to ensure consistency Type Verify to remember to update prior to placing the account online 21 Enter installer code 22 Verbal passcode can also be updated after install 23 Update signal confirmation after installation Type Verify 24 Enter 2way board if applicable 25 Choose the cell provider 26 Choose system type 27 Press SAVE then REGISTER CELL 28 Complete the following steps depending on your interactive provider a Alarm com i Press Create User Name ii Enter the customer s email address iii Enter the Serial Number iv Choose the customer s Service Plan v Choose any additional features vi Choose Register Cell b Alarmnet i Choose Total Connect or Alarm Reporting Only ii Enter User Name iii Enter Account Name iv Enter Cell MAC ID v Enter CRC vi Click on Register Cell c Telguard i Choose Service Plan ii Enter the Serial Number iii Press Save You have successfully registered your cell You can now complete the eContract and installation Do not forget to bring the MONI pre install sheet back to ensure you have all the information necessary to complete placing the account online 5 Placing the Account Online Access the Customer Admin tool located under Applications Customer Lookup Tab Customer Lookup Sub Tab 1 Type in the CS and press SEARCH 2 Select the MONINet ID at the bottom of the page it will pull up the previously created shell 3 Change the Contract Type to eContract 4 Enter the eContract ID from the encrypted email you received after the customer s signature was obtained 5 Press SAVE then NEXT Customer Info Tab Account Information Sub Tab 6 Verify Contract Monitored or Purchased 7 Choose the Term 8 Choose Recurring Payment Frequency monthly for all Purchased Accounts 9 If the customer has chosen auto pay simply type the day into the Draft Day section a If drafting will occur on the 5th of every month type 5 10 Enter the bill start date which is the date MONI should first bill the customer a This will be 30 days from initial payment from customer 11 Enter the RMR Total Monthly Fee 12 Type in Activation Fee if any 13 Press SAVE then NEXT Customer Info Tab Site Information Sub Tab 14 Enter the number of Zones you need to add by typing the number in the Number of rows box then press ADD ROWS 15 Type in the Zone number choose the Type Event Code and Location a Comments should be used if necessary For example if there are two back doors and one is a glass sliding door you can type in glass sliding door 16 Enter a minimum of three contacts one contact can be the owner a You need to have a minimum of two enhanced contacts for cell and one for digital 17 Press SAVE and NEXT Tech Services Tab System Information Sub Tab 18 Update the fields where you previous entered Verify 19 Press SAVE and NEXT Tech Services Tab Site Information Sub Tab 20 Press GET AGENCIES 21 Choose the Agencies based on the customer s address a If you are unsure the best solution is always to call these agencies and confirm if they dispatch to the customer s address Otherwise ask the customer 22 Press SAVE and NEXT 23 Confirm all the information and press PLACE ACCOUNT ONLINE 24 Once you have successfully placed your account online you will see two messages a Zones not found in the table b Confirmation Number You have successfully placed your account online and you are ready to complete your funding manifest Manifest This is the excel file that is required to submit funding similar to a cover sheet The Manifest tells MONI what accounts to purchase When filling out the Manifest you must list all accounts that are ready to be funded List each account alphabetically by the customer s last name For each account you will need eContract ID CS Customer s Last Name Date Submitted Transaction ID Holdback Holdback will show on the close report 24 hours after it expires to review for settlement You can find out what day a Holdback was closed by looking in SAM or on Net in the Portfolio Summary If an account is First Noticed within the guarantee period we will wait 30 days before cancelling unless the dealer tells us to cancel sooner or the holdback is scheduled to be closed sooner Accounts can be cancelled any day after they have been First Noticed For active ongoing dealers all replacements and First Notices within the guarantee period must be satisfied before the Holdback is eligible for release on specific contracts Payment for Holdback is usually released the day after the Holdback has been closed Accounting is generally not able to process Holdbacks for payment 48 hours prior to the last day of the month until approximately the third business day of the next month due to internal month end processes If there are five contracts eligible for close and the first one has a replacement due on it then we can proceed to the next open Holdback that does not require replacements or have a First Notice Customer credits are not to come from the Holdback The dealer must write MONI a check directly or give a check to the customer Past due monies owed to the MONI such as contract monitoring credit report processing fees service monies and third party monitoring services such as Alarm com can and will be taken from Holdback or funding when applicable Any Holdbacks closed in a positive manner we owe the dealer monies for that contract will first be applied to any negative contract closings Any remaining funds will be sent to the dealer Dealers that have not submitted contracts for purchase within the last 60 days and have not kept up with their replacements will have their Holdbacks closed without replacements Detailed Holdback Analysis is available on mymoni net 11
3. Getting the CS  1.   For non-branded panels, such as a 2GIG, you must call Dealer Services to request a new account num...
continued New Account On Boarding Guidelines When submitting a new account to be monitored by the MONI Central Station please keep the following in mind GUIDELINES DETAILS Verify Monitored Address Always verify the monitored address including city county and zip code using USPS com Google Maps Rand McNally or similar online address verification tools Verify Agencies Always verify the responding agencies for police fire and medical for each new address to be monitored Test Identify All Zones Always verify you have sent valid test signals for all programmed zones and include the zone location and device type Note Any trouble or tamper signals should be followed by a restore or an alarm signal Technicians should always verify devices are programmed and tested to send proper signals Test Life Safety Devices If an alarm panel is programmed with any of the following life safety devices a valid test signal must be sent in order to place the account online If the test signal is not valid or programmed incorrectly the account may not be placed online S moke Heat Firefighter Audio Sensor any fire zone C arbon Monoxide Detector M edical Pendant C ommercial Holdup Note Any trouble or tamper signals must be followed by a restore or an alarm signal otherwise the account may not be placed online Technicians should always verify devices are programmed and tested to send proper signals for the named device or zone Accounts with life safety devices that are programmed incorrectly may not be placed online Include Customer Contacts GUIDELINES DETAILS Verify Panel Cell Approved for Commercial Fire You should contact MONI to confirm that the panel and communicator including any cell or IP units intended for use are supported for commercial fire application by the Central Station Be prepared to provide specific manufacturer and model information Note MONI requires that your panel and communicator be UL rated for commercial fire application UL Listing 864 Test and Identify All Zones All accounts require a code word Code Words should be between 3 and 10 characters and should not contain verbiage that might be considered profane or vulgar MONI will verify proper receipt of all test signals including alarm supervisory and trouble prior to placing an account online with the Central Station All signaling devices must be identified with the device type installed location and associated event type fire alarm fire tamper fire supervisory etc See NFPA 72 table 14 4 3 2 component 2 a Digital Alarm Communicator DACT 2 Communication Path Requirement When used a Digital Alarm Communicator DACT must be connected to two separate communication paths 2 phone lines See NFPA 72 table 14 4 3 2 component 4 a section 26 6 3 2 1 5 1 Digital Alarm Communicator DACT Phone Line Fault Requirements Panels installed with a DACT must be tested to ensure receipt of telephone line trouble and restore signals for both means of communication Verification of testing will be confirmed by MONI as receipt of phone line faults and restores on lines 1 and 2 identified by differing caller IDs See NFPA 72 table 14 4 3 2 component 4 b Digital Alarm Communicator DACT Signal Transmission Requirement All accounts require a minimum of two emergency contact phone numbers to meet agency enhanced verification policies All contacts should include a first and last name Note At least two of the phone numbers must belong to the customer or a customer contact and should not include dealer contact information Include Code Word All commercial fire systems to be placed online with MONI Central Station should be submitted to Data Integrity for equipment and signal testing review To minimize delays in placing your commercial fire system online with the MONI Central Station please be familiar with the requirements below Panels installed with a DACT must transmit a signal on both communication paths at least once every 6 hours 24 for DACTs installed prior to adoption of 2013 edition of NFPA 72 Verification of signals will be confirmed by MONI as receipt of timer test signals every 6 hours See NFPA 72 table 14 4 3 2 component 27 b sections 26 6 3 1 6 26 6 3 2 1 5 Single Path Communication Signal Transmission Requirement Panels installed with a single communication path must transmit a signal at least once every 60 minutes Verification of these signals will be confirmed by MONI as receipt of timer test signals every 60 minutes See NFPA 72 section 26 6 3 1 5 Note Spaces number signs and other special characters should not be used since they may be difficult to relay to a MONI Emergency Dispatch Operator Provide All Applicable Data 12 Complete all relevant fields on any account on boarding applications or Subscriber Information Forms including cell service plans and all applicable cell add ons including cell serial Test Your Two Way If the account has a two way device the two way communication must be tested Contact MONI Field Service to test two way communication and receive a confirmation number Reconnect Your Landline If communication method is landline primary with cell backup the last signal tested should be the landline to ensure the landline was reconnected Special Address Guidelines If the subscriber lives in a new construction area has a Rural Route Highway Contract or other unique address include special instructions with directions to the location so that the information can be relayed to responding agencies with minimal dispatch delay If the subscriber lives in Puerto Rico include any applicable urbanizations sectors or special instructions to help identify the site for the responding agencies If the subscriber lives within a jurisdiction which requires township information please provide Note Township information is especially pertinent within many cities in Pennsylvania 13
continued  New Account On-Boarding Guidelines When submitting a new account to be monitored by the MONI Central Station, p...
continued New Account On Boarding Guidelines When submitting a new account to be monitored by the MONI Central Station please keep the following in mind GUIDELINES DETAILS Verify Monitored Address Always verify the monitored address including city county and zip code using USPS com Google Maps Rand McNally or similar online address verification tools Verify Agencies Always verify the responding agencies for police fire and medical for each new address to be monitored Test Identify All Zones Always verify you have sent valid test signals for all programmed zones and include the zone location and device type Note Any trouble or tamper signals should be followed by a restore or an alarm signal Technicians should always verify devices are programmed and tested to send proper signals Test Life Safety Devices If an alarm panel is programmed with any of the following life safety devices a valid test signal must be sent in order to place the account online If the test signal is not valid or programmed incorrectly the account may not be placed online S moke Heat Firefighter Audio Sensor any fire zone C arbon Monoxide Detector M edical Pendant C ommercial Holdup Note Any trouble or tamper signals must be followed by a restore or an alarm signal otherwise the account may not be placed online Technicians should always verify devices are programmed and tested to send proper signals for the named device or zone Accounts with life safety devices that are programmed incorrectly may not be placed online Include Customer Contacts GUIDELINES DETAILS Verify Panel Cell Approved for Commercial Fire You should contact MONI to confirm that the panel and communicator including any cell or IP units intended for use are supported for commercial fire application by the Central Station Be prepared to provide specific manufacturer and model information Note MONI requires that your panel and communicator be UL rated for commercial fire application UL Listing 864 Test and Identify All Zones All accounts require a code word Code Words should be between 3 and 10 characters and should not contain verbiage that might be considered profane or vulgar MONI will verify proper receipt of all test signals including alarm supervisory and trouble prior to placing an account online with the Central Station All signaling devices must be identified with the device type installed location and associated event type fire alarm fire tamper fire supervisory etc See NFPA 72 table 14 4 3 2 component 2 a Digital Alarm Communicator DACT 2 Communication Path Requirement When used a Digital Alarm Communicator DACT must be connected to two separate communication paths 2 phone lines See NFPA 72 table 14 4 3 2 component 4 a section 26 6 3 2 1 5 1 Digital Alarm Communicator DACT Phone Line Fault Requirements Panels installed with a DACT must be tested to ensure receipt of telephone line trouble and restore signals for both means of communication Verification of testing will be confirmed by MONI as receipt of phone line faults and restores on lines 1 and 2 identified by differing caller IDs See NFPA 72 table 14 4 3 2 component 4 b Digital Alarm Communicator DACT Signal Transmission Requirement All accounts require a minimum of two emergency contact phone numbers to meet agency enhanced verification policies All contacts should include a first and last name Note At least two of the phone numbers must belong to the customer or a customer contact and should not include dealer contact information Include Code Word All commercial fire systems to be placed online with MONI Central Station should be submitted to Data Integrity for equipment and signal testing review To minimize delays in placing your commercial fire system online with the MONI Central Station please be familiar with the requirements below Panels installed with a DACT must transmit a signal on both communication paths at least once every 6 hours 24 for DACTs installed prior to adoption of 2013 edition of NFPA 72 Verification of signals will be confirmed by MONI as receipt of timer test signals every 6 hours See NFPA 72 table 14 4 3 2 component 27 b sections 26 6 3 1 6 26 6 3 2 1 5 Single Path Communication Signal Transmission Requirement Panels installed with a single communication path must transmit a signal at least once every 60 minutes Verification of these signals will be confirmed by MONI as receipt of timer test signals every 60 minutes See NFPA 72 section 26 6 3 1 5 Note Spaces number signs and other special characters should not be used since they may be difficult to relay to a MONI Emergency Dispatch Operator Provide All Applicable Data 12 Complete all relevant fields on any account on boarding applications or Subscriber Information Forms including cell service plans and all applicable cell add ons including cell serial Test Your Two Way If the account has a two way device the two way communication must be tested Contact MONI Field Service to test two way communication and receive a confirmation number Reconnect Your Landline If communication method is landline primary with cell backup the last signal tested should be the landline to ensure the landline was reconnected Special Address Guidelines If the subscriber lives in a new construction area has a Rural Route Highway Contract or other unique address include special instructions with directions to the location so that the information can be relayed to responding agencies with minimal dispatch delay If the subscriber lives in Puerto Rico include any applicable urbanizations sectors or special instructions to help identify the site for the responding agencies If the subscriber lives within a jurisdiction which requires township information please provide Note Township information is especially pertinent within many cities in Pennsylvania 13
continued  New Account On-Boarding Guidelines When submitting a new account to be monitored by the MONI Central Station, p...
Funding FUNDING CYCLE MOVES Once the technician arrives on site to perform a move they must contact Field Services before sending signals so that the account can be set up properly Please have the tech provide us with the MONI job number so the new site can be updated with the CS and cell information allowing signals to be received on the new site We are unable to roll over or reference signals from a customer s old site to the new site If signals are sent under the old site the technician will be required to return to that site to send signals under the new site number Following the correct procedure will avoid unnecessary returns to complete the move properly FUNDING DEALER CARE Purchase requirements Full set of signals on system must be received prior to submission System must be online prior to submission Residential account subscriber must be homeowner Customer Survey must be successfully completed Subscriber cannot be under agreement with another monitoring company Subscriber needs to have a passing credit report Dealer must collect first month RMR and any installations activations Pay off Requests from Customers Occasionally MONI is contacted regarding payoff amounts that are owed to their previous alarm company We will confirm that they have canceled their prior service and request a copy of their final bill After receiving the bill we will create a 1st Notice of Bad Contract with the code Cancel request can t afford financial reason This non AR 1st Notice will appear on your dealer reports via the Dealer Portal You will have 30 days to resolve the customer s issue and inform us of the resolution at which time we will call the customer to cure the account As a courtesy if the issue is not resolved within the allotted time we will issue a check to the customer invoice you for the payoff and request a cure of the account There will be a 25 fee for processing these payments on your behalf 14 Customer Survey Questions 1 We have the account under John Doe 2 We have 972 243 7443 listed as your primary phone number Is that correct 3 And the address is 2350 Valley View Lane Dallas TX 75234 4 Is the mailing address the same 5 Is the system located in a business or a residence 6 Do you own the home or do you rent 7 I show you signed a 36 month monitoring agreement is that correct 8 Were you under agreement with any other monitoring company at the time you signed this agreement 9 May I ask the reason you decided to make the change 10 Do you feel you were properly instructed on how to use the system 11 Overall are you satisfied with the alarm system and the installation 15
Funding  FUNDING CYCLE  MOVES Once the technician arrives on site to perform a move, they must contact Field Services befo...
Funding FUNDING CYCLE MOVES Once the technician arrives on site to perform a move they must contact Field Services before sending signals so that the account can be set up properly Please have the tech provide us with the MONI job number so the new site can be updated with the CS and cell information allowing signals to be received on the new site We are unable to roll over or reference signals from a customer s old site to the new site If signals are sent under the old site the technician will be required to return to that site to send signals under the new site number Following the correct procedure will avoid unnecessary returns to complete the move properly FUNDING DEALER CARE Purchase requirements Full set of signals on system must be received prior to submission System must be online prior to submission Residential account subscriber must be homeowner Customer Survey must be successfully completed Subscriber cannot be under agreement with another monitoring company Subscriber needs to have a passing credit report Dealer must collect first month RMR and any installations activations Pay off Requests from Customers Occasionally MONI is contacted regarding payoff amounts that are owed to their previous alarm company We will confirm that they have canceled their prior service and request a copy of their final bill After receiving the bill we will create a 1st Notice of Bad Contract with the code Cancel request can t afford financial reason This non AR 1st Notice will appear on your dealer reports via the Dealer Portal You will have 30 days to resolve the customer s issue and inform us of the resolution at which time we will call the customer to cure the account As a courtesy if the issue is not resolved within the allotted time we will issue a check to the customer invoice you for the payoff and request a cure of the account There will be a 25 fee for processing these payments on your behalf 14 Customer Survey Questions 1 We have the account under John Doe 2 We have 972 243 7443 listed as your primary phone number Is that correct 3 And the address is 2350 Valley View Lane Dallas TX 75234 4 Is the mailing address the same 5 Is the system located in a business or a residence 6 Do you own the home or do you rent 7 I show you signed a 36 month monitoring agreement is that correct 8 Were you under agreement with any other monitoring company at the time you signed this agreement 9 May I ask the reason you decided to make the change 10 Do you feel you were properly instructed on how to use the system 11 Overall are you satisfied with the alarm system and the installation 15
Funding  FUNDING CYCLE  MOVES Once the technician arrives on site to perform a move, they must contact Field Services befo...
Purchase Criteria Paperwork should not be submitted for purchase until it complies with the following criteria 1 SYSTEM MUST HAVE SENT A FULL SET OF SIGNALS PRIOR TO SUBMISSION The account may not be placed online until all signals have been sent and received We recommend doing this at the time of install so you do not have to make two trips Call Technical Services 800 615 3844 at the time of installation to verify signals received Press 1 then 2 Includes cell digital and or two way signals 2 SYSTEM MUST BE ONLINE PRIOR TO SUBMISSION You must enter all customer information account information into the Customer Admin tool and receive real time online validation All systems must be monitored by our Alarm Response Center ARC Refer to your Pre Buy Summary in AMT and Customer Admin tool on Dealer Portal to verify online status prior to submitting the account for purchase consideration You may be required to submit a Subscriber Information Form SIF from the document center to dataentry mymoni com to get an account online if the cell was registered incorrectly 3 HOMEOWNER S MUST OWN RESIDENTIAL ACCOUNT Renters and co signers are not acceptable for purchase Agreements must be signed by the homeowners The names of the homeowner and spouse if applicable must be at the top and bottom of the agreement In the event of homeowner discrepancies MONI will pull homeowner records through www homeinfomax com 4 MONTHLY MONITORING RULES Fundable monitoring rates only include services listed on 24hour monitoring line item Any rate excluded from this line is unfunded RMR opening and closing latchkey etc The billing collected must be provided from the homeowners that are listed on the agreement no outside family members friends etc Any customer who requests service upgrades within the guarantee period will be quoted their new RMR from MONI 5 CONSUMER CREDIT REPORT Prior to installing any prospect you should verify that the customer meets credit standards 600 Once the credit is run you will receive a score and transaction ID number Do not print this credit report and submit by mail The Transaction ID that was listed should be written on your purchase manifest and submitted for funding This number acts as a record locator number and will allow MONI to find it Prospects that do not meet credit standards may be kept in house if you choose to do so No score beacon not available is not a sufficient credit rating and will not be eligible for purchase 6 MONI PRE PROGRAMMED BRANDED PANELS Call MONI during business hours to shell the branded CS so it 16 may be assigned to your dealership Please call 800 615 3844 press 1 and then 5 to complete this process Systems should be installed completely downloadable by MONI and compliant with published quality standards The use of non branded panels that are not authorized by MONI will result in a funding deduction 2GIG exempt 7 ALARM SERVICE AGREEMENTS REQUIREMENTS You must use MONI approved alarm monitoring and sales installation agreements All paper agreements must be purchased through the MONI ProShop Dealers doing business in multiple states may need to purchase individual state agreements Guard service addendums may be required in your area and are submitted in addition to the AMA SOP Any legal langauge that is crossed out may void the contract eContract If you are using eContract you will not be required to complete an Alarm Monitoring Agreement or Schedule of Protection Once an eContract is completed a copy of this customer s contract can be found in Dealer Portal Locate and use the eContract ID number from Dealer Portal and note this on your manifest for funding This prevents you from having to print and mail a copy for funding eContract will change based on the customer zip code so you will not need to download multiple versions for different state laws Guard service addendums may be required in your area and is submitted in addition to the eContract 8 SUBSCRIBER MUST BE SATISFIED WITH THE SYSTEM AND INSTALLATION VERIFIED BY SURVEY All surveys are attempted once the customer account is placed online Any failed survey will make that customer ineligible for purchase until a resurvey is satisfied MONI needs 100 percent survey satisfaction on commercial accounts 9 DEALER PROVIDES PARTS AND LABOR WARRANTY OF 12 MONTHS OR LIFETIME SERVICE UPON INSTALLATION OR CONNECTION WITH ANOTHER COMPANY You are expected to service and maintain customer satisfaction during the first 12 months Any service that is performed by another dealer may be billed back to your company You may request to continue servicing self generated sales after 12 months All accounts owned may be requested through field service Customers are expected to contact MONI to schedule service if repairs are needed Do not service an account before a job ticket is opened with MONI 10 SUBSCRIBER HAS NO EXISTING MONITORING AGREEMENTS WITH ANOTHER COMPANY MONI will not purchase an account if the customer is in agreement with another monitoring company You will have to instruct the prospect to cancel service prior to purchase Required Documentation VERIFY THE FOLLOWING PRIOR TO SUBMITTING CONTRACT PAPERWORK Contract length of only 36 42 or 60 month initial terms Verify that all monthly monitoring fees are within allowable minimum and maximum amounts Verify all customers are not under a monitoring agreement with another company Verify that the homeowners have signed the agreements not renters or co signers Enter all customer and account information into the Customer Admin tool in Dealer Portal Verify that MONI s compliance systems are used for all new installations Provide customers with Parts and Labor Warranty of 12 Months or Lifetime Service upon installation or connection with another company Verify all signals for all systems have been received Verify customer satisfaction with system and installation via Pre Survey SUBMIT ALL REQUIRED DOCUMENTS TO ENSURE SUCCESSFUL PURCHASE Signed Original Addendum Account Purchase Manifest of all accounts in alphabetical order by last name o Customer Account Numbers o Transaction IDs for Credit Reports o eContract ID Numbers Proof of Payment copy of personal check or credit card receipt Voided check for customers who sign up for ACH Required documentation for customers living in certain locations for alarm systems Guard Addendums or ASAC forms ADDITIONALS REQUIREMENTS FOR BUSINESSES First confirm the company structure complete legal name of the business and the owner or principal s full name Proprietorship A sole proprietorship is the owner and does not require a commercial credit application or personal guarantee The owner is fully responsible for the account A personal credit report for the owner business name must be on the contract Photo of the business location with current business name Large Chain Corporations e g McDonalds 7 Eleven Hardee s T Mobile ACE Hardware A commercial credit application or Intelliscore report with business name on the contract Photo of the business location with current business name Proof of Corporate Structure from the Secretary of State including proof of good standing General Partnership GP Limited Partnership LP LLP LLC INC NPO Government A personal guarantee from the business owner Photo of the business location with current business name A personal credit report for the owner however the business name must be on the contract Proof of corporate structure from the secretary of state including proof of good standing No more than five locations for a single business entity may be submitted without pre approval IN ADDITION Businesses with more than five locations are considered National Accounts and are not eligible for our standard funding program We may be willing to negotiate a National Accounts contract with these businesses and partner with you to complete the installations but will not fund these types of accounts Please contact your Dealer Support Specialist to connect with our National Accounts team Dealer is to provide all documents SOS Credit report PG AMA S I SOS and POP All businesses require 100 survey completion before funding and will be ineligible until the survey is completed Exclusions We will not purchase banks jewelry stores marijuana shops pawn shops check cashing facilities or cash for gold stores If a home business is located inside of a residential property it will be considered a residence and must be contracted under the homeowners names as such These will be monitored and funded as residential accounts 17
Purchase Criteria Paperwork should not be submitted for purchase until it complies with the following criteria  1. SYSTEM ...
Purchase Criteria Paperwork should not be submitted for purchase until it complies with the following criteria 1 SYSTEM MUST HAVE SENT A FULL SET OF SIGNALS PRIOR TO SUBMISSION The account may not be placed online until all signals have been sent and received We recommend doing this at the time of install so you do not have to make two trips Call Technical Services 800 615 3844 at the time of installation to verify signals received Press 1 then 2 Includes cell digital and or two way signals 2 SYSTEM MUST BE ONLINE PRIOR TO SUBMISSION You must enter all customer information account information into the Customer Admin tool and receive real time online validation All systems must be monitored by our Alarm Response Center ARC Refer to your Pre Buy Summary in AMT and Customer Admin tool on Dealer Portal to verify online status prior to submitting the account for purchase consideration You may be required to submit a Subscriber Information Form SIF from the document center to dataentry mymoni com to get an account online if the cell was registered incorrectly 3 HOMEOWNER S MUST OWN RESIDENTIAL ACCOUNT Renters and co signers are not acceptable for purchase Agreements must be signed by the homeowners The names of the homeowner and spouse if applicable must be at the top and bottom of the agreement In the event of homeowner discrepancies MONI will pull homeowner records through www homeinfomax com 4 MONTHLY MONITORING RULES Fundable monitoring rates only include services listed on 24hour monitoring line item Any rate excluded from this line is unfunded RMR opening and closing latchkey etc The billing collected must be provided from the homeowners that are listed on the agreement no outside family members friends etc Any customer who requests service upgrades within the guarantee period will be quoted their new RMR from MONI 5 CONSUMER CREDIT REPORT Prior to installing any prospect you should verify that the customer meets credit standards 600 Once the credit is run you will receive a score and transaction ID number Do not print this credit report and submit by mail The Transaction ID that was listed should be written on your purchase manifest and submitted for funding This number acts as a record locator number and will allow MONI to find it Prospects that do not meet credit standards may be kept in house if you choose to do so No score beacon not available is not a sufficient credit rating and will not be eligible for purchase 6 MONI PRE PROGRAMMED BRANDED PANELS Call MONI during business hours to shell the branded CS so it 16 may be assigned to your dealership Please call 800 615 3844 press 1 and then 5 to complete this process Systems should be installed completely downloadable by MONI and compliant with published quality standards The use of non branded panels that are not authorized by MONI will result in a funding deduction 2GIG exempt 7 ALARM SERVICE AGREEMENTS REQUIREMENTS You must use MONI approved alarm monitoring and sales installation agreements All paper agreements must be purchased through the MONI ProShop Dealers doing business in multiple states may need to purchase individual state agreements Guard service addendums may be required in your area and are submitted in addition to the AMA SOP Any legal langauge that is crossed out may void the contract eContract If you are using eContract you will not be required to complete an Alarm Monitoring Agreement or Schedule of Protection Once an eContract is completed a copy of this customer s contract can be found in Dealer Portal Locate and use the eContract ID number from Dealer Portal and note this on your manifest for funding This prevents you from having to print and mail a copy for funding eContract will change based on the customer zip code so you will not need to download multiple versions for different state laws Guard service addendums may be required in your area and is submitted in addition to the eContract 8 SUBSCRIBER MUST BE SATISFIED WITH THE SYSTEM AND INSTALLATION VERIFIED BY SURVEY All surveys are attempted once the customer account is placed online Any failed survey will make that customer ineligible for purchase until a resurvey is satisfied MONI needs 100 percent survey satisfaction on commercial accounts 9 DEALER PROVIDES PARTS AND LABOR WARRANTY OF 12 MONTHS OR LIFETIME SERVICE UPON INSTALLATION OR CONNECTION WITH ANOTHER COMPANY You are expected to service and maintain customer satisfaction during the first 12 months Any service that is performed by another dealer may be billed back to your company You may request to continue servicing self generated sales after 12 months All accounts owned may be requested through field service Customers are expected to contact MONI to schedule service if repairs are needed Do not service an account before a job ticket is opened with MONI 10 SUBSCRIBER HAS NO EXISTING MONITORING AGREEMENTS WITH ANOTHER COMPANY MONI will not purchase an account if the customer is in agreement with another monitoring company You will have to instruct the prospect to cancel service prior to purchase Required Documentation VERIFY THE FOLLOWING PRIOR TO SUBMITTING CONTRACT PAPERWORK Contract length of only 36 42 or 60 month initial terms Verify that all monthly monitoring fees are within allowable minimum and maximum amounts Verify all customers are not under a monitoring agreement with another company Verify that the homeowners have signed the agreements not renters or co signers Enter all customer and account information into the Customer Admin tool in Dealer Portal Verify that MONI s compliance systems are used for all new installations Provide customers with Parts and Labor Warranty of 12 Months or Lifetime Service upon installation or connection with another company Verify all signals for all systems have been received Verify customer satisfaction with system and installation via Pre Survey SUBMIT ALL REQUIRED DOCUMENTS TO ENSURE SUCCESSFUL PURCHASE Signed Original Addendum Account Purchase Manifest of all accounts in alphabetical order by last name o Customer Account Numbers o Transaction IDs for Credit Reports o eContract ID Numbers Proof of Payment copy of personal check or credit card receipt Voided check for customers who sign up for ACH Required documentation for customers living in certain locations for alarm systems Guard Addendums or ASAC forms ADDITIONALS REQUIREMENTS FOR BUSINESSES First confirm the company structure complete legal name of the business and the owner or principal s full name Proprietorship A sole proprietorship is the owner and does not require a commercial credit application or personal guarantee The owner is fully responsible for the account A personal credit report for the owner business name must be on the contract Photo of the business location with current business name Large Chain Corporations e g McDonalds 7 Eleven Hardee s T Mobile ACE Hardware A commercial credit application or Intelliscore report with business name on the contract Photo of the business location with current business name Proof of Corporate Structure from the Secretary of State including proof of good standing General Partnership GP Limited Partnership LP LLP LLC INC NPO Government A personal guarantee from the business owner Photo of the business location with current business name A personal credit report for the owner however the business name must be on the contract Proof of corporate structure from the secretary of state including proof of good standing No more than five locations for a single business entity may be submitted without pre approval IN ADDITION Businesses with more than five locations are considered National Accounts and are not eligible for our standard funding program We may be willing to negotiate a National Accounts contract with these businesses and partner with you to complete the installations but will not fund these types of accounts Please contact your Dealer Support Specialist to connect with our National Accounts team Dealer is to provide all documents SOS Credit report PG AMA S I SOS and POP All businesses require 100 survey completion before funding and will be ineligible until the survey is completed Exclusions We will not purchase banks jewelry stores marijuana shops pawn shops check cashing facilities or cash for gold stores If a home business is located inside of a residential property it will be considered a residence and must be contracted under the homeowners names as such These will be monitored and funded as residential accounts 17
Purchase Criteria Paperwork should not be submitted for purchase until it complies with the following criteria  1. SYSTEM ...
Guarantee Period 133 97 2 00 2 00 Customer RMR Net Multiple 2 00 2 00 8 1 2015 Missing Revenue 399 90 REPLACEMENT ACCOUNT 2 00 37 99 39 99 39 99 39 99 39 99 39 99 479 88 Guarantee Ends 39 99 1 279 68 8 1 2014 39 99 32X Guarantee Begins 39 99 39 99 39 99 2 00 Revenue Guarantee Jones Barbara 79 98 2 00 265 93 37 99 37 99 37 99 37 99 37 99 37 99 479 88 79 98 39 99 39 99 39 99 39 99 39 99 39 99 Total Jul 15 Jun 15 May 15 Apr 15 Mar 15 Feb 15 11 24 2014 12 27 2014 Revenue Collected Contract 2525554 Funded 1 1 2015 1st Notice Final Notice RMR Net Multiple Revenue Guarantee Revenue collected from Jones Smith Jo 37 99 32X 1 215 68 479 88 79 98 Revenue collected from Smith 265 93 Guarantee Begins 1 1 2015 Guarantee Ends 8 1 2015 Difference 133 97 HOLDBACK FROM INITIAL FUNDING Contract Units Funded Purchase Price Holdback Taken MISSING REVENUE 18 Accounts First Noticed for Bad AR are canceled at 110 days past the invoice date Accounts First Noticed for non AR reasons are canceled 30 days after the first notice date with a few exceptions Some conditional permit First Notices allow 60 days before cancellation Welcome call service tickets are allowed 10 days for completion before they are First Noticed then 30 days after they are First Noticed total of 40 days to remedy before cancellation Bankruptcies and deaths are canceled immediately Move First Notices will not be canceled until the Guarantee Period expires 8 1 2014 Final Notice Funded SMITH IMPORTANT 1115555 1st Notice Purchase Price 39 99 Replacements must be like accounts We attempt to match RMR account type and FICO score Where there are differences in the value of a bad contract and the replacement contact we will adjust the amount from or to your holdback account Funded Purchase Price 39 99 Replacements and Revenue Guarantee Some accounts will go bad Once they are Final Noticed a replacement is immediately required In most cases your Dealer Support Specialist will contact you to schedule repayment Generally replacement obligations are divided over the course of a month Accounts that cancel in the prior month will be scheduled to be taken from the following month s funding based on the number of submissions If you submit weekly we will divide by 4 or 5 based on the number of weeks BAD ACCOUNT Contract Customer JONES Cures Cures can occur when a customer remits full payment when a cancellation request is rescinded via telephone survey when a move is completed when a permit is obtained or when a welcome call service job is closed and successfully completed MONI requires a replacement contract once a Final Notice of Bad Contract is issued Accounts in Final Notice status cannot be cured Once a Bad Contract issue has been fully resolved and you receive the contract back you may resubmit it with all of the required purchase paperwork for purchase consideration at your standard multiple You will guarantee the account for a brand new term but will benefit from the additional purchase price You will still have to replace the purchase price and any lost revenue from the bad account GUARANTEE The time between First and Final Notice is meant to give you ample notice of the Bad Contract and to allow time to resolve the customer issue before the account is canceled We call this time period the cure period When you find yourself in a bind because a First Notice issue was not resolved during the allotted time but was resolved after a Final Notice we have an alternative resolution Qualified accounts may be re purchased by Dealer Support Jan 15 Non AR Reasons Accounts appear on the First Notice and Aging report and on AMT as soon as a customer notifies MONI of any of the applicable situations They are immediately issued a First Notice of Bad Contract If the issue that created the First Notice of Bad Contract is not remedied MONI issues a Final Notice of Bad Contract MONI dealer reporting is top notch We are dedicated to helping you succeed and we believe that by following this simple process we can ensure efficient performance customer satisfaction and mutual success Dec 14 AR Reasons Accounts appear on the First Notice and Aging report as soon as they are 30 days past due They are issued a First Notice of Bad Contract when they reach 45 days past due DID YOU KNOW Nov 14 2 NON AR REASONS Notifies us of their intent to cancel not renew Moves from the location we purchased Identified as having been created or retained fraudulently Encumbered by or party to a lien or contractual agreement for monitoring that supersedes ours Files bankruptcy Account signer dies Conditional permits not obtained within allotted time Welcome call service tickets not completed within allotted time Oct 14 1 ACCOUNTS RECEIVABLE AR REASONS Stops paying as agreed Sep 14 Bad Contracts We create a First Notice Bad Contract as defined by the AMPA for two reasons Extenuating Circumstances If there are extenuating circumstances for non AR First Notices we may request an extension of time on a First Notice account to delay Final Notice These include atural disaster in your community tornado hurricane N etc D elays at a municipality that are causing back logged permits C ustomer delaying access to home repair welcome call issue if job is still open we can extend the First Notice Aug 14 Understanding Bad Contracts and the Guarantee Period We report daily on customer issues that could impact your obligations within the guarantee period Dealer reports are available online 24 7 Please reference your dealer agreement and alarm monitoring purchase agreement for more information Revenue Guarantee 1115555 8 1 2014 15 20 340 00 2 034 00 Holdback Adjustment Pur Price 64 00 Revenue Guarantee 133 97 Holdback settlement 1 900 03 19
Guarantee Period   133.97  2.00  2.00  Customer RMR Net Multiple   2.00  2.00  8 1 2015  Missing Revenue   399.90  REPLACE...
Guarantee Period 133 97 2 00 2 00 Customer RMR Net Multiple 2 00 2 00 8 1 2015 Missing Revenue 399 90 REPLACEMENT ACCOUNT 2 00 37 99 39 99 39 99 39 99 39 99 39 99 479 88 Guarantee Ends 39 99 1 279 68 8 1 2014 39 99 32X Guarantee Begins 39 99 39 99 39 99 2 00 Revenue Guarantee Jones Barbara 79 98 2 00 265 93 37 99 37 99 37 99 37 99 37 99 37 99 479 88 79 98 39 99 39 99 39 99 39 99 39 99 39 99 Total Jul 15 Jun 15 May 15 Apr 15 Mar 15 Feb 15 11 24 2014 12 27 2014 Revenue Collected Contract 2525554 Funded 1 1 2015 1st Notice Final Notice RMR Net Multiple Revenue Guarantee Revenue collected from Jones Smith Jo 37 99 32X 1 215 68 479 88 79 98 Revenue collected from Smith 265 93 Guarantee Begins 1 1 2015 Guarantee Ends 8 1 2015 Difference 133 97 HOLDBACK FROM INITIAL FUNDING Contract Units Funded Purchase Price Holdback Taken MISSING REVENUE 18 Accounts First Noticed for Bad AR are canceled at 110 days past the invoice date Accounts First Noticed for non AR reasons are canceled 30 days after the first notice date with a few exceptions Some conditional permit First Notices allow 60 days before cancellation Welcome call service tickets are allowed 10 days for completion before they are First Noticed then 30 days after they are First Noticed total of 40 days to remedy before cancellation Bankruptcies and deaths are canceled immediately Move First Notices will not be canceled until the Guarantee Period expires 8 1 2014 Final Notice Funded SMITH IMPORTANT 1115555 1st Notice Purchase Price 39 99 Replacements must be like accounts We attempt to match RMR account type and FICO score Where there are differences in the value of a bad contract and the replacement contact we will adjust the amount from or to your holdback account Funded Purchase Price 39 99 Replacements and Revenue Guarantee Some accounts will go bad Once they are Final Noticed a replacement is immediately required In most cases your Dealer Support Specialist will contact you to schedule repayment Generally replacement obligations are divided over the course of a month Accounts that cancel in the prior month will be scheduled to be taken from the following month s funding based on the number of submissions If you submit weekly we will divide by 4 or 5 based on the number of weeks BAD ACCOUNT Contract Customer JONES Cures Cures can occur when a customer remits full payment when a cancellation request is rescinded via telephone survey when a move is completed when a permit is obtained or when a welcome call service job is closed and successfully completed MONI requires a replacement contract once a Final Notice of Bad Contract is issued Accounts in Final Notice status cannot be cured Once a Bad Contract issue has been fully resolved and you receive the contract back you may resubmit it with all of the required purchase paperwork for purchase consideration at your standard multiple You will guarantee the account for a brand new term but will benefit from the additional purchase price You will still have to replace the purchase price and any lost revenue from the bad account GUARANTEE The time between First and Final Notice is meant to give you ample notice of the Bad Contract and to allow time to resolve the customer issue before the account is canceled We call this time period the cure period When you find yourself in a bind because a First Notice issue was not resolved during the allotted time but was resolved after a Final Notice we have an alternative resolution Qualified accounts may be re purchased by Dealer Support Jan 15 Non AR Reasons Accounts appear on the First Notice and Aging report and on AMT as soon as a customer notifies MONI of any of the applicable situations They are immediately issued a First Notice of Bad Contract If the issue that created the First Notice of Bad Contract is not remedied MONI issues a Final Notice of Bad Contract MONI dealer reporting is top notch We are dedicated to helping you succeed and we believe that by following this simple process we can ensure efficient performance customer satisfaction and mutual success Dec 14 AR Reasons Accounts appear on the First Notice and Aging report as soon as they are 30 days past due They are issued a First Notice of Bad Contract when they reach 45 days past due DID YOU KNOW Nov 14 2 NON AR REASONS Notifies us of their intent to cancel not renew Moves from the location we purchased Identified as having been created or retained fraudulently Encumbered by or party to a lien or contractual agreement for monitoring that supersedes ours Files bankruptcy Account signer dies Conditional permits not obtained within allotted time Welcome call service tickets not completed within allotted time Oct 14 1 ACCOUNTS RECEIVABLE AR REASONS Stops paying as agreed Sep 14 Bad Contracts We create a First Notice Bad Contract as defined by the AMPA for two reasons Extenuating Circumstances If there are extenuating circumstances for non AR First Notices we may request an extension of time on a First Notice account to delay Final Notice These include atural disaster in your community tornado hurricane N etc D elays at a municipality that are causing back logged permits C ustomer delaying access to home repair welcome call issue if job is still open we can extend the First Notice Aug 14 Understanding Bad Contracts and the Guarantee Period We report daily on customer issues that could impact your obligations within the guarantee period Dealer reports are available online 24 7 Please reference your dealer agreement and alarm monitoring purchase agreement for more information Revenue Guarantee 1115555 8 1 2014 15 20 340 00 2 034 00 Holdback Adjustment Pur Price 64 00 Revenue Guarantee 133 97 Holdback settlement 1 900 03 19
Guarantee Period   133.97  2.00  2.00  Customer RMR Net Multiple   2.00  2.00  8 1 2015  Missing Revenue   399.90  REPLACE...
Installation Quality Standards Installation Tech Support You can use our technical support lines to request technical assistance and product literature on most brands of security systems We can answer most of your technical questions and will assist with troubleshooting training and education on system functions We also offer supportive literature currently available online through the manufacturers websites See Resources on the next page NEED ASSISTANCE FOLLOW THESE STEPS 1 C all Dealer Technical Support 800 615 3844 Press 1 then 5 2 Before providing assistance the agent will request the following information Dealer number Passcode Account number 3 Tell the agent you would like assistance with any of the technical issues listed on this page 4 The agent will request the following information System manufacturer System model Premise phone number Technician or dealer s name 5 If the agent is unable to assist your call will be escalated or transferred depending on the type of assistance needed Essential information when contacting Dealer Technical Support this information is required for assistance Remote Access Downloading 20 Be sure to enable the cell system in the panel to allow Remote Access so Customer Technical Support specialists can resolve certain issues This can save you time and money by preventing a service ticket and appointment SYSTEM OPERATION A complete set of signals must be sent from each programmed zone keypad panic buttons and duress hostage code very alarm system must have full line seizure E All wireless alarm systems must follow manufacturer specs for environmental conditions PROGRAMMING The alarm system must be programmed for remote access without callback The alarm system must use a high speed format contact ID Automatic test signals must be programmed in all systems and must not be programmed for less than 30 days All system click need to be set to appropriate time S moke detectors connected to the alarm must be programmed to indicate fire trouble The alarm system must be programmed for a minimum of eight dialing attempts Wireless hand held devices must not be programmed for supervision ADVANTAGES R emote access downloading allows you to provide instant service for many customer problems or request additional programmable features I t can significantly reduce the amount of time required to assist new installers and service personnel in troubleshooting allowing an experienced technician to check programming on an account from a remote location I t provides a means to check the event buffer on panels designed with this feature to troubleshoot problems I f you use installers to service existing accounts downloading reduces on site service and allows installers to install not service accounts Excellent customer service reduces attrition translating to more money for you It s important to start with a high quality installation We provide and expect adherence to our Installation Standards 8 The installer code in the panel must match the installer code in MAS Should different manufacturers provide conflicting standards MONI will adopt the stricter standard WHAT ARE THE MONI INSTALLATION STANDARDS 1 A properly installed and programmed system will reduce false alarms provide the customer with peace of mind and minimize the need for post installation service 2 The secret to success for you and for MONI is a clean installation A clean installation is an installation that requires no service within the first several years other than customer requested service 3 The following installation standards have been put into place to ensure that our customers receive the gold standard of alarm system installations While these standards are not all inclusive they are meant to establish basic installation quality WIRING 1 Use standard 22 gauge wire for all devices 2 Use standard 18 gauge wire for transformer and sirens 3 Use standard 22 gauge fourconductor solid wire for CAT5 for all phone connections 4 Ask the customer about exposing wire runs prior to installation 5 All exposed wires shall be tight with no slack and attached to a surface every 18 inches at minimum 6 Wires shall not be exposed on the exterior of a building with the exception of short lengths of phone wire 7 The use of wire track or duct work is encouraged for any exposed wire 8 All wires in the control panel shall be labeled and neatly arranged 9 All wires in the control panel that are not being used shall be capped so that no copper is exposed 10 Attic and crawl space wire runs shall be secured a minimum of 3 feet from opening 11 All wire connections shall be properly soldered and taped OR properly secured to barrier terminal OR properly insulated using B caps wire nuts etc MONI s STANDARDS ARE BASED ON THE FOLLOWING National Fire Protection Agency NFPA National Electrical Code NEC Underwriters Labratories UL Factory Mutual FM The manufacturer s installation specifications shall different manufacturers provide conflicting standards MONI will adopt the stricter standard Standards for Equipment CONTROL PANELS 1 Mount in a safe secure and environmentally controlled location no attics or crawl spaces 2 Mount in an easily accessible customer approved location Securely mount control panels to wall Stars Toggle bolts etc 3 Ensure the unit is level and door access adequate 4 Main control baord and additional circuits boards shall be mounted with appropriate hardware 5 The door key shall be accessible to the customer for maintenance Inform the customer where the door key is located 6 Shall not exceed the manufacturers specs for the number of auxiliary devices on a system 7 Panel must be properly enabled for downloading with the manufacturer s default remote access code PHONE LINES RJ 31 BLOCK CORDS 1 Ensure that the phone system is compatible with the alarm panel verify through Phone Service Compatibility Chart 2 All phone lines monitored via Plain Old Telephone Service POTS shall be wired for proper phone line seizure and have an RJ Block and Cord installed 3 All phone line connections shall be secure clean and insulated 4 All phone lines must be fully functional before and after installation 5 Phone lines shall be on a managed VOIP line 21
Installation Quality Standards  Installation   Tech Support  You can use our technical support lines to request technical ...
Installation Quality Standards Installation Tech Support You can use our technical support lines to request technical assistance and product literature on most brands of security systems We can answer most of your technical questions and will assist with troubleshooting training and education on system functions We also offer supportive literature currently available online through the manufacturers websites See Resources on the next page NEED ASSISTANCE FOLLOW THESE STEPS 1 C all Dealer Technical Support 800 615 3844 Press 1 then 5 2 Before providing assistance the agent will request the following information Dealer number Passcode Account number 3 Tell the agent you would like assistance with any of the technical issues listed on this page 4 The agent will request the following information System manufacturer System model Premise phone number Technician or dealer s name 5 If the agent is unable to assist your call will be escalated or transferred depending on the type of assistance needed Essential information when contacting Dealer Technical Support this information is required for assistance Remote Access Downloading 20 Be sure to enable the cell system in the panel to allow Remote Access so Customer Technical Support specialists can resolve certain issues This can save you time and money by preventing a service ticket and appointment SYSTEM OPERATION A complete set of signals must be sent from each programmed zone keypad panic buttons and duress hostage code very alarm system must have full line seizure E All wireless alarm systems must follow manufacturer specs for environmental conditions PROGRAMMING The alarm system must be programmed for remote access without callback The alarm system must use a high speed format contact ID Automatic test signals must be programmed in all systems and must not be programmed for less than 30 days All system click need to be set to appropriate time S moke detectors connected to the alarm must be programmed to indicate fire trouble The alarm system must be programmed for a minimum of eight dialing attempts Wireless hand held devices must not be programmed for supervision ADVANTAGES R emote access downloading allows you to provide instant service for many customer problems or request additional programmable features I t can significantly reduce the amount of time required to assist new installers and service personnel in troubleshooting allowing an experienced technician to check programming on an account from a remote location I t provides a means to check the event buffer on panels designed with this feature to troubleshoot problems I f you use installers to service existing accounts downloading reduces on site service and allows installers to install not service accounts Excellent customer service reduces attrition translating to more money for you It s important to start with a high quality installation We provide and expect adherence to our Installation Standards 8 The installer code in the panel must match the installer code in MAS Should different manufacturers provide conflicting standards MONI will adopt the stricter standard WHAT ARE THE MONI INSTALLATION STANDARDS 1 A properly installed and programmed system will reduce false alarms provide the customer with peace of mind and minimize the need for post installation service 2 The secret to success for you and for MONI is a clean installation A clean installation is an installation that requires no service within the first several years other than customer requested service 3 The following installation standards have been put into place to ensure that our customers receive the gold standard of alarm system installations While these standards are not all inclusive they are meant to establish basic installation quality WIRING 1 Use standard 22 gauge wire for all devices 2 Use standard 18 gauge wire for transformer and sirens 3 Use standard 22 gauge fourconductor solid wire for CAT5 for all phone connections 4 Ask the customer about exposing wire runs prior to installation 5 All exposed wires shall be tight with no slack and attached to a surface every 18 inches at minimum 6 Wires shall not be exposed on the exterior of a building with the exception of short lengths of phone wire 7 The use of wire track or duct work is encouraged for any exposed wire 8 All wires in the control panel shall be labeled and neatly arranged 9 All wires in the control panel that are not being used shall be capped so that no copper is exposed 10 Attic and crawl space wire runs shall be secured a minimum of 3 feet from opening 11 All wire connections shall be properly soldered and taped OR properly secured to barrier terminal OR properly insulated using B caps wire nuts etc MONI s STANDARDS ARE BASED ON THE FOLLOWING National Fire Protection Agency NFPA National Electrical Code NEC Underwriters Labratories UL Factory Mutual FM The manufacturer s installation specifications shall different manufacturers provide conflicting standards MONI will adopt the stricter standard Standards for Equipment CONTROL PANELS 1 Mount in a safe secure and environmentally controlled location no attics or crawl spaces 2 Mount in an easily accessible customer approved location Securely mount control panels to wall Stars Toggle bolts etc 3 Ensure the unit is level and door access adequate 4 Main control baord and additional circuits boards shall be mounted with appropriate hardware 5 The door key shall be accessible to the customer for maintenance Inform the customer where the door key is located 6 Shall not exceed the manufacturers specs for the number of auxiliary devices on a system 7 Panel must be properly enabled for downloading with the manufacturer s default remote access code PHONE LINES RJ 31 BLOCK CORDS 1 Ensure that the phone system is compatible with the alarm panel verify through Phone Service Compatibility Chart 2 All phone lines monitored via Plain Old Telephone Service POTS shall be wired for proper phone line seizure and have an RJ Block and Cord installed 3 All phone line connections shall be secure clean and insulated 4 All phone lines must be fully functional before and after installation 5 Phone lines shall be on a managed VOIP line 21
Installation Quality Standards  Installation   Tech Support  You can use our technical support lines to request technical ...
continued TRANSFORMERS INCLUDES ALL TRANSFORMERS FOR ADDITIONAL KEYPADS TRANSLATORS POWER SUPPLIES 1 Shall use manufacturer s recommended power supply 2 Shall be wired with a minimum of 18 2 gauge wire on Hardwire systems 22 gauge wire acceptable on wireless systems up to 50 wire run Over 50 wire run must be 18 gauge 3 Shall not be installed on a switched outlet GFI outlet power strip or extension cord 4 Shall be securely attached to an electrical outlet except in Canada 5 Use one of the following methods to secure to a standard electrical outlet screw Velcro double sided tape tie wrap or a dab of silicone 6 Avoid installing transformer in a high visibility or high usage area without customers approval KEYPADS 1 Must be mounted at a customer approved level 2 Shall be levelled and securely mounted with proper anchors 3 Program all emergency buttons unless prohibited by local ordinances 4 Program the residential Panic button as audible and the commercial as silent 5 Zone descriptions shall be properly labeled or have a minimum of two voice descriptions for each zone 6 Keypad panics shall be properly labeled as programmed DOORS 1 Surface mount door contacts shall not be mounted within 5 inches of the floor 2 Recessed and surface mount contacts shall be mounted between 4 and 12 inches from the outside edge of door 3 Surface mount contacts and magnets shall be attached with screws or industrialgrade adhesive Shall not use double sided tape as the only means of securing the device 4 Do not mount recessed and surface mount door contacts on the hinged side of the door 22 continued 5 Recessed door contacts and magnets used with steel doors shall either use a spacer device or contact designed for use with steel doors 6 Use wide gap switches for overhead garage doors or an approved garage door mounted sensor Tilt contacts are not approved overhead door contacts 7 Test wireless devices for transmission range before and after mounting 8 Wireless door sensors shall not be mounted on the door itself and shall follow the mounting requirement for regular door contacts 9 Wire length from external switches to wireless transmitters shall be no more than 25 feet 10 Shall not connect more than five external switches to each wireless transmitter zone or hardwire zone 11 Shall not program all doors as E E only doors used to enter the residence All other doors shall be programmed as instant 12 Shall not install wireless door contacts inside of old existing alarm can when hooking into existing hard wired system WINDOWS 1 Surface mount contacts and magnet shall be attached with screws if possible otherwise securely attach them with an industrial grade adhesive 2 Wide gap switches shall be used for windows with a gap wider than inch or with excessive play 3 Wireless window sensors shall not be mounted on the window itself but on the window sill if possible 4 Shall not use double sided tape as the only means of securing the device MOTION DETECTORS PIR 1 Shall not install any motion in a non climate controlled environment Install the appropriate motion for the intended environment in which it will be used i e pet immune 2 Always install in accordance with the manufacturer s specifications 3 Securely attach to the wall Shall not use double sided tape as the only means of securing the device 4 Properly test for adequate coverage pattern and operating range 5 Shall not mount facing heaters vents or windows MOTION DETECTORS PIR 6 Mount in the upright position not in the inverted position 7 Wireless motion detectors shall not have the test light left in the on position 8 Shall not program as E E unless customer requests it IMAGE SENSOR 1 Verify correct firmware daughter board and service plan 2 Mount sensor for best coverage area using the manufacturer s hardware 3 Test and verify that the sensor is capturing both day night vision 4 Use lithium batteries 5 Ensure customer understands that this sensor does not capture images when the two way session is active if applicable 6 100 feet maximum range from the control panel AUDIO DISCRIMINATORS GLASS BREAKS 1 Shall be mounted within the manufacturer s specified height and area of coverage 2 Shall be within an unobstructed line of sight of the glass being protected 3 Shall be mounted to either the wall or ceiling 4 Shall not use double sided tape as the only means of securing the device 5 Sensitivity shall be tested and adjusted using the appropriate manufacturer specified glass break simulator 6 Shall be programmed to correct zone type e g perimeter instant zone 7 Shall not mount in a hallway kitchen or on the same wall as the glass being protected 8 Mount glass breaks a minimum of 3 feet from air vents and ceiling fans SMOKE HEAT DETECTORS 1 Shall be wired using UL approved fire wire 2 Locate and install in accordance with NFPA 72 state and local ordinances when required 3 Securely attach to the wall or ceiling with screws 4 Shall not mount within 4 inches of where a ceiling meets a wall 5 Shall not mount within 10 feet of a kitchen and 3 feet of a bathroom air vent ceiling fan and peak of vaulted ceiling 6 Fire trouble conditions shall be enabled in programming 7 Smoke detectors shall not be mounted in kitchen area attics or garages use heat detectors instead 8 Ensure fire siren can be heard from all sleeping areas add additional siren if necessary FIREFIGHTER AUDIO DETECTOR 1 Securely attach to wall or ceiling with screws 2 Shall be mounted within 6 inches of an existing UL listed smoke detector 3 Shall be mounted with the microphone facing the UL listed smoke detector 4 Shall be programmed as a 24 hour Fire Zone 5 Shall be programmed for supervision low battery test AC failure trouble and tamper reporting 6 Shall be installed with a proper functioning UL listed smoke detector 7 Zone description shall read as Fire Fighter Audio Detector This is for residential application only CARBON MONOXIDE CO DETECTORS 1 Locate and install in accordance with NFPA 70 state and local ordinances when required 2 Securely attach to the wall or ceiling with screws 3 Mount within 10 feet of the intended areas of protection 4 Ceiling mounts must be a minimum of 12 inches from a wall or the high side of vaulted ceilings 5 Wall mounts must be between 4 and 6 feet from the floor and at least 6 inches from the ceiling 6 Shall not mount where the drafts are likely to disrupt detection 7 Shall not mount the detector where detection will be obstructed KEY FOBS PENDANTS 1 Key fobs pendants must be correctly programmed for intended use 2 Stickers shall be correctly labeled on keyfob pendant 3 Wireless hand held devices must not be programmed for 23
continued  TRANSFORMERS  INCLUDES ALL TRANSFORMERS FOR ADDITIONAL KEYPADS, TRANSLATORS, POWER SUPPLIES 1.  Shall use manuf...
continued TRANSFORMERS INCLUDES ALL TRANSFORMERS FOR ADDITIONAL KEYPADS TRANSLATORS POWER SUPPLIES 1 Shall use manufacturer s recommended power supply 2 Shall be wired with a minimum of 18 2 gauge wire on Hardwire systems 22 gauge wire acceptable on wireless systems up to 50 wire run Over 50 wire run must be 18 gauge 3 Shall not be installed on a switched outlet GFI outlet power strip or extension cord 4 Shall be securely attached to an electrical outlet except in Canada 5 Use one of the following methods to secure to a standard electrical outlet screw Velcro double sided tape tie wrap or a dab of silicone 6 Avoid installing transformer in a high visibility or high usage area without customers approval KEYPADS 1 Must be mounted at a customer approved level 2 Shall be levelled and securely mounted with proper anchors 3 Program all emergency buttons unless prohibited by local ordinances 4 Program the residential Panic button as audible and the commercial as silent 5 Zone descriptions shall be properly labeled or have a minimum of two voice descriptions for each zone 6 Keypad panics shall be properly labeled as programmed DOORS 1 Surface mount door contacts shall not be mounted within 5 inches of the floor 2 Recessed and surface mount contacts shall be mounted between 4 and 12 inches from the outside edge of door 3 Surface mount contacts and magnets shall be attached with screws or industrialgrade adhesive Shall not use double sided tape as the only means of securing the device 4 Do not mount recessed and surface mount door contacts on the hinged side of the door 22 continued 5 Recessed door contacts and magnets used with steel doors shall either use a spacer device or contact designed for use with steel doors 6 Use wide gap switches for overhead garage doors or an approved garage door mounted sensor Tilt contacts are not approved overhead door contacts 7 Test wireless devices for transmission range before and after mounting 8 Wireless door sensors shall not be mounted on the door itself and shall follow the mounting requirement for regular door contacts 9 Wire length from external switches to wireless transmitters shall be no more than 25 feet 10 Shall not connect more than five external switches to each wireless transmitter zone or hardwire zone 11 Shall not program all doors as E E only doors used to enter the residence All other doors shall be programmed as instant 12 Shall not install wireless door contacts inside of old existing alarm can when hooking into existing hard wired system WINDOWS 1 Surface mount contacts and magnet shall be attached with screws if possible otherwise securely attach them with an industrial grade adhesive 2 Wide gap switches shall be used for windows with a gap wider than inch or with excessive play 3 Wireless window sensors shall not be mounted on the window itself but on the window sill if possible 4 Shall not use double sided tape as the only means of securing the device MOTION DETECTORS PIR 1 Shall not install any motion in a non climate controlled environment Install the appropriate motion for the intended environment in which it will be used i e pet immune 2 Always install in accordance with the manufacturer s specifications 3 Securely attach to the wall Shall not use double sided tape as the only means of securing the device 4 Properly test for adequate coverage pattern and operating range 5 Shall not mount facing heaters vents or windows MOTION DETECTORS PIR 6 Mount in the upright position not in the inverted position 7 Wireless motion detectors shall not have the test light left in the on position 8 Shall not program as E E unless customer requests it IMAGE SENSOR 1 Verify correct firmware daughter board and service plan 2 Mount sensor for best coverage area using the manufacturer s hardware 3 Test and verify that the sensor is capturing both day night vision 4 Use lithium batteries 5 Ensure customer understands that this sensor does not capture images when the two way session is active if applicable 6 100 feet maximum range from the control panel AUDIO DISCRIMINATORS GLASS BREAKS 1 Shall be mounted within the manufacturer s specified height and area of coverage 2 Shall be within an unobstructed line of sight of the glass being protected 3 Shall be mounted to either the wall or ceiling 4 Shall not use double sided tape as the only means of securing the device 5 Sensitivity shall be tested and adjusted using the appropriate manufacturer specified glass break simulator 6 Shall be programmed to correct zone type e g perimeter instant zone 7 Shall not mount in a hallway kitchen or on the same wall as the glass being protected 8 Mount glass breaks a minimum of 3 feet from air vents and ceiling fans SMOKE HEAT DETECTORS 1 Shall be wired using UL approved fire wire 2 Locate and install in accordance with NFPA 72 state and local ordinances when required 3 Securely attach to the wall or ceiling with screws 4 Shall not mount within 4 inches of where a ceiling meets a wall 5 Shall not mount within 10 feet of a kitchen and 3 feet of a bathroom air vent ceiling fan and peak of vaulted ceiling 6 Fire trouble conditions shall be enabled in programming 7 Smoke detectors shall not be mounted in kitchen area attics or garages use heat detectors instead 8 Ensure fire siren can be heard from all sleeping areas add additional siren if necessary FIREFIGHTER AUDIO DETECTOR 1 Securely attach to wall or ceiling with screws 2 Shall be mounted within 6 inches of an existing UL listed smoke detector 3 Shall be mounted with the microphone facing the UL listed smoke detector 4 Shall be programmed as a 24 hour Fire Zone 5 Shall be programmed for supervision low battery test AC failure trouble and tamper reporting 6 Shall be installed with a proper functioning UL listed smoke detector 7 Zone description shall read as Fire Fighter Audio Detector This is for residential application only CARBON MONOXIDE CO DETECTORS 1 Locate and install in accordance with NFPA 70 state and local ordinances when required 2 Securely attach to the wall or ceiling with screws 3 Mount within 10 feet of the intended areas of protection 4 Ceiling mounts must be a minimum of 12 inches from a wall or the high side of vaulted ceilings 5 Wall mounts must be between 4 and 6 feet from the floor and at least 6 inches from the ceiling 6 Shall not mount where the drafts are likely to disrupt detection 7 Shall not mount the detector where detection will be obstructed KEY FOBS PENDANTS 1 Key fobs pendants must be correctly programmed for intended use 2 Stickers shall be correctly labeled on keyfob pendant 3 Wireless hand held devices must not be programmed for 23
continued  TRANSFORMERS  INCLUDES ALL TRANSFORMERS FOR ADDITIONAL KEYPADS, TRANSLATORS, POWER SUPPLIES 1.  Shall use manuf...
continued continued supervision 4 Key fobs pendants must be properly demonstrated to the customer have customer trip all buttons during demonstration 5 Shall not use as commercial hold up button hold up button shall be of latching type SIRENS 1 Interior sirens shall be located in a customer approved and highly audible location if applicable in accordance with local fire code when fire devices are in use 2 Sirens shall be wired with a minimum of 18 2 gauge wire 3 Shall be securely attached with screws 4 Program time out in accordance with local ordinances 5 Exterior sirens shall be approved for exterior use and installed in a siren tamper box with tamper switch installed 6 Exterior siren shall meet local ordinances 7 Siren shall be enabled and or wired correctly inside the control panel CELL UNITS GSM 1 Ensure that the unit is correctly registered with a properly created account 2 Ensure cell unit is programmed to correct mode of operation e g report format two way remote access etc 3 Always check the signal strength before mounting must meet manufacturer s minimum standards for either standard or two way communication 4 Secure to the wall or system properly 5 Be sure to wire the cell unit with the manufacturer s recommended power supply 6 Cell antenna shall be routed as far as possible from panel extended to full length and must not touch AC wiring if applicable 7 The account number must be programmed into the panel and must match the account number in MAS 8 Mount the detached cell unit in a safe secure and controlled environment not crawl space or attics 24 DETACHED BUILDINGS 1 Building must be of wood construction 2 Must not be more than 50 feet from alarm panel 3 Must only use door window contacts 4 Must use outdoor rated sensor if manufacturer has one available 5 If door and frame are metal you must have spacers installed 6 Contact must be mounted on door window frame and magnets on door window 7 Contacts must be supervised Z WAVE DEVICES 1 Door dimensions shall match up to manufacturers standards 2 3 8 2 3 4 2 Use deadbolt locks for double bore doors use lever locks for single bore doors 3 Door lock shall be within 50 100 feet of panel s Z Wave controller Z Wave repeater may be necessary for lock to function properly 4 Lock must be secured to the door with provided hardware all tightening shall be done by hand 5 Interior wiring shall be routed and tucked to prevent pinching IAW manufacturer s instructions 6 Alkaline batteries shall be used 7 Movement of the bolt shall be smooth and unobstructed 8 Change the default code to the customer s preferred code 9 Test the door lock locally and remotely Z WAVE THERMOSTATS 1 First confirm the heating and cooling features are working properly prior to doing any work on HVAC 2 If the customer s HVAC system has an emergency heat feature a compatible Z Wave thermostat with the same feature must be used 3 Turn off electricity to the HVAC system before installing or servicing the thermostat or any part of the system Turn it back on when complete 4 All wiring must be installed or serviced by a trained and experienced technician and conform to local codes and ordinances 5 The new thermostat shall be installed where the old thermostat was located 6 All wires shall be labeled not color coded before being removed from the old unit and shall be a minimum of 2 6 inches in length 7 Ensure thermostat wires shall not touch each other or parts of the thermostat 8 Secure the thermostat to the wall with the provided hardware 9 Make sure to set both the heat source and HVAC type switches to the proper position to reflect the equipment you are working on in the house 10 Test the fan and heating and cooling controls to ensure the system is working ensuring that the system works locally and remotely Do not short the terminals to test the system 11 Alkaline batteries shall be used no rechargeable or lithium 12 The maximum distance between the thermostat and other Z Wave devices shall not exceed 75 feet in open air Z WAVE LAMP MODULE 1 Use lamp modules with the latest firmware preferably from Linear GE or Evolve 2 Only lamps shall be plugged into the lamp module do not use fluorescent lights motor loads magnetic or electronic transformers 3 When used as a repeater the lamp module shall be installed in between the Z Wave controller and the device between 50 80 feet 4 Lamp modules shall not be plugged into switch outlets 5 Test for both local and remote operation VIDEO CAMERAS 1 Customers MUST have a broadband Internet and router i e Fiber Optic DSL or Cable Cameras that are out of range because of a weak signal shall be hardwired or incorporated into an approved Wi Fi repeater 2 Cameras that are out of range because of a weak signal shall be hardwired Ethernet Cable or incorporate approved Wi Fi repeater 3 All camera installations must be rated for their intended use 4 All camera installations must be rated for their intended use i e indoor or outdoor day night operation temperature humidity limits 5 Wiring shall be properly run hidden if possible and secured outdoor cameras shall have a drip loop and be sealed where the wire enters the house WIRELESS TRANSLATORS 1 Translators shall be installed on the outside of the existing panel enclosure for optimal reception 2 Translators shall be in a location that is accessible to the customer 3 Translator tampers shall be enrolled as a zone in the panel programming for proper translator supervision 4 Translator zones shall be defined on the zone list as H W to W L or W L to W L type zone 5 Use the correct translator for the type of panel installed i e Resolution super switch Honeywell etc 6 Install appropriate power supply source transformer 12VDC 50mA or auxiliary power from the old panel 7 Use alkaline batteries with translators if required 8 Translators shall not be used with life saving devices smoke detectors CO detectors heat stats and Fire Fighter devices 9 Wireless translators shall not be installed in a non climate controlled environment i e garage warehouse etc Standards for Installation Processes PROGRAMMING 1 Be sure to program the alarm system for remote access downloading without callback 2 Use a high speed format SIA or contact ID 3 Automatic test signals are required in all systems and shall not be programmed for less than 30 days 4 All system clocks must be set to appropriate time with daylight savings mode set on applicable panels 5 Program the alarm system for a minimum of eight dialing attempts when system is monitored via POTS 6 A complete set of signals is required to be sent from each programmed zone and keypad panic buttons and duress hostage code 7 Always change the Master Code from default code 8 Always program in duress code unless local ordinances restrict this feature 25
continued  continued  supervision. 4.  Key fobs pendants must be properly demonstrated to the customer  have customer trip...
continued continued supervision 4 Key fobs pendants must be properly demonstrated to the customer have customer trip all buttons during demonstration 5 Shall not use as commercial hold up button hold up button shall be of latching type SIRENS 1 Interior sirens shall be located in a customer approved and highly audible location if applicable in accordance with local fire code when fire devices are in use 2 Sirens shall be wired with a minimum of 18 2 gauge wire 3 Shall be securely attached with screws 4 Program time out in accordance with local ordinances 5 Exterior sirens shall be approved for exterior use and installed in a siren tamper box with tamper switch installed 6 Exterior siren shall meet local ordinances 7 Siren shall be enabled and or wired correctly inside the control panel CELL UNITS GSM 1 Ensure that the unit is correctly registered with a properly created account 2 Ensure cell unit is programmed to correct mode of operation e g report format two way remote access etc 3 Always check the signal strength before mounting must meet manufacturer s minimum standards for either standard or two way communication 4 Secure to the wall or system properly 5 Be sure to wire the cell unit with the manufacturer s recommended power supply 6 Cell antenna shall be routed as far as possible from panel extended to full length and must not touch AC wiring if applicable 7 The account number must be programmed into the panel and must match the account number in MAS 8 Mount the detached cell unit in a safe secure and controlled environment not crawl space or attics 24 DETACHED BUILDINGS 1 Building must be of wood construction 2 Must not be more than 50 feet from alarm panel 3 Must only use door window contacts 4 Must use outdoor rated sensor if manufacturer has one available 5 If door and frame are metal you must have spacers installed 6 Contact must be mounted on door window frame and magnets on door window 7 Contacts must be supervised Z WAVE DEVICES 1 Door dimensions shall match up to manufacturers standards 2 3 8 2 3 4 2 Use deadbolt locks for double bore doors use lever locks for single bore doors 3 Door lock shall be within 50 100 feet of panel s Z Wave controller Z Wave repeater may be necessary for lock to function properly 4 Lock must be secured to the door with provided hardware all tightening shall be done by hand 5 Interior wiring shall be routed and tucked to prevent pinching IAW manufacturer s instructions 6 Alkaline batteries shall be used 7 Movement of the bolt shall be smooth and unobstructed 8 Change the default code to the customer s preferred code 9 Test the door lock locally and remotely Z WAVE THERMOSTATS 1 First confirm the heating and cooling features are working properly prior to doing any work on HVAC 2 If the customer s HVAC system has an emergency heat feature a compatible Z Wave thermostat with the same feature must be used 3 Turn off electricity to the HVAC system before installing or servicing the thermostat or any part of the system Turn it back on when complete 4 All wiring must be installed or serviced by a trained and experienced technician and conform to local codes and ordinances 5 The new thermostat shall be installed where the old thermostat was located 6 All wires shall be labeled not color coded before being removed from the old unit and shall be a minimum of 2 6 inches in length 7 Ensure thermostat wires shall not touch each other or parts of the thermostat 8 Secure the thermostat to the wall with the provided hardware 9 Make sure to set both the heat source and HVAC type switches to the proper position to reflect the equipment you are working on in the house 10 Test the fan and heating and cooling controls to ensure the system is working ensuring that the system works locally and remotely Do not short the terminals to test the system 11 Alkaline batteries shall be used no rechargeable or lithium 12 The maximum distance between the thermostat and other Z Wave devices shall not exceed 75 feet in open air Z WAVE LAMP MODULE 1 Use lamp modules with the latest firmware preferably from Linear GE or Evolve 2 Only lamps shall be plugged into the lamp module do not use fluorescent lights motor loads magnetic or electronic transformers 3 When used as a repeater the lamp module shall be installed in between the Z Wave controller and the device between 50 80 feet 4 Lamp modules shall not be plugged into switch outlets 5 Test for both local and remote operation VIDEO CAMERAS 1 Customers MUST have a broadband Internet and router i e Fiber Optic DSL or Cable Cameras that are out of range because of a weak signal shall be hardwired or incorporated into an approved Wi Fi repeater 2 Cameras that are out of range because of a weak signal shall be hardwired Ethernet Cable or incorporate approved Wi Fi repeater 3 All camera installations must be rated for their intended use 4 All camera installations must be rated for their intended use i e indoor or outdoor day night operation temperature humidity limits 5 Wiring shall be properly run hidden if possible and secured outdoor cameras shall have a drip loop and be sealed where the wire enters the house WIRELESS TRANSLATORS 1 Translators shall be installed on the outside of the existing panel enclosure for optimal reception 2 Translators shall be in a location that is accessible to the customer 3 Translator tampers shall be enrolled as a zone in the panel programming for proper translator supervision 4 Translator zones shall be defined on the zone list as H W to W L or W L to W L type zone 5 Use the correct translator for the type of panel installed i e Resolution super switch Honeywell etc 6 Install appropriate power supply source transformer 12VDC 50mA or auxiliary power from the old panel 7 Use alkaline batteries with translators if required 8 Translators shall not be used with life saving devices smoke detectors CO detectors heat stats and Fire Fighter devices 9 Wireless translators shall not be installed in a non climate controlled environment i e garage warehouse etc Standards for Installation Processes PROGRAMMING 1 Be sure to program the alarm system for remote access downloading without callback 2 Use a high speed format SIA or contact ID 3 Automatic test signals are required in all systems and shall not be programmed for less than 30 days 4 All system clocks must be set to appropriate time with daylight savings mode set on applicable panels 5 Program the alarm system for a minimum of eight dialing attempts when system is monitored via POTS 6 A complete set of signals is required to be sent from each programmed zone and keypad panic buttons and duress hostage code 7 Always change the Master Code from default code 8 Always program in duress code unless local ordinances restrict this feature 25
continued  continued  supervision. 4.  Key fobs pendants must be properly demonstrated to the customer  have customer trip...
continued HOME AUTOMATION 1 Verify customer has the correct interactive service plan and firmware installed 1 Ensure customer has their sign in and password for the service provider s website 2 Ensure customer is set up to use the service provider s website 3 Ensure the customer is trained to use the service provider s website and operate the interactive services through their panel computer and cell phone TAKE OVER ACCOUNTS 1 All take over accounts shall be brought up to MONI s standards this means all equipment including line seizure with RJ Block and Cord with the exception of door window sensors shall meet MONI s standards 2 Any new devices that are added to the system shall be installed according to MONI s standards 3 Any panel that is not on the approved MONI panel list shall be replaced regardless of its status exception contract monitoring accounts 4 If any existing equipment is found to be not working during the installation testing advise the customer and either repair or note according to your installation policies Shall not remove old equipment unless you are replacing equipment in the same location or willing to repair the damaged area 5 If there is a fire system installed it shall be wired correctly and fully operational and in compliance with all local state and national ordinances 6 The customer needs to be notified if the fire system is not fully operational and or cannot be repaired 7 All batteries shall be replaced with new batteries at time of takeover installation DECALS AND SIGNS 1 Decals shall be applied to indicate the presence of a security system when approaching the building from any angle 2 Decals shall be applied to each solid door that is part of the alarm system s perimeter 3 Avoid applying decals and signs in a way that could mar the appearance of the premises 4 The customer will make the final determination involving placement and appearance 5 Remove all other alarm company yard signs window stickers when possible 26 6 The customer may request that no decals or signs be attached or that fewer than those recommended be attached 7 It is the installer s responsibility to ensure all customers at time of installation receive yard signs window stickers and a user manual CUSTOMER PROPERTY 1 The customer s property is an extension of the customer and shall be treated as such 2 Shall not smoke eat or drink on the customer s property 3 Always clean up after yourself leaving things even cleaner than before 4 Ask permission before moving about the customer s property 5 Shall not work in areas with accessible cash or valuables without a customer escort 6 Request permission from homeowner prior to use of any of their property including the facilities CUSTOMER TRAINING 1 The installing dealer is responsible for customer training Set aside an adequate amount of time to train the customer depending on the system type 2 During the training session encourage the customer to participate actively as you demonstrate system operation Have the customer arm and trip the panel then have the customer reset and clear the panel so the customer becomes actively involved in the training process 3 Show the customer the location of all points of protection including the control panel transformer circuit breaker s and telephone RJ 31 block 4 Show the customer how to replace any batteries in the system 5 Instruct the customer on how to power down the alarm system in the event of an emergency or if the system becomes unresponsive to commands 6 Show the customer the designated entry exit path and thoroughly discuss entry and exit procedures Be sure to make the customer aware of any potential false alarm hazards 7 Training shall cover all aspects of the security system including a detailed explanation of monitoring center procedures Let the customer know what to expect 8 Upon completion of training give the customer all system documentation including the User s Manual and or CD 9 The customer must be trained how to test the alarm system monthly continued 10 Tell the customer that he or she may need to register the alarm system with the city by obtaining an alarm permit when applicable 11 Inform the customer that he or she must notify MONI before canceling or changing their telephone system 12 If an approved camera is installed educate the customer on its max storage capability and let them know it is not a DVR it does not continuously record INSTALLATION QUALITY INSPECTIONS MONI performs on site quality inspections on a percentage of accounts we purchase from you These inspections are conducted on a random basis throughout the year You will be notified of each audit provided a report of the results and advised of any problems found The on site inspector will provide training on all discrepancies that are found during the inspection Each account will be graded and an overall percentage score will be recorded The minimum passing percentage score is 80 percent If the overall percentage score is below 80 percent MONI will contact you to discuss next steps INSTALL INSPECTION PROGRAM To limit your liability and ensure customer satisfaction MONI expects all installations to meet industry manufacturer guidelines and specifications We ensure this by having MONI inspectors inspect a sample of your installations You or your technicians are welcome to accompany our inspectors when we are onsite at a customer s home As a business owner you don t always know what is going on out in the field and these inspections are a tool to help you identify a potential installer who may need some additional training or corrective action After Inspection Upon completing a round of inspections you will receive a detailed explanation of the problems found and the necessary steps to correct the issue For accounts that shall not meet standards you will receive an inspection service job to correct the problem s This service job will need to be completed within 10 days of receiving the service request Once the inspection job is completed we will contact the customer to ensure satisfaction FIRST FAILED INSPECTION 1 We will ask you to attend webinar training sessions to help support your company in improving the results for future inspection visits 2 We will ask if you need or would like to have a trainer inspector go out with your installers to assist in training 3 We will return to your location within 90 days to inspect installations that occurred after the previous inspection dates SECOND FAILED INSPECTION 1 If we see a major improvement in score but still not up to the 80 percent passing ratio we will again assist you in any way we both see fit to help you train your technicians If there is little to no improvement in score we will no longer allow you to perform billable service work on any accounts owned by MONI for a minimum of six months 2 Your installs will be reevaluated in six months If on the third inspection visit you meet the 80 percent expectation we will consider the issue s corrected and will reinstate assigning you service tickets THIRD FAILED INSPECTION 1 In addition to billable service ticket reassignment tickets will also include tickets during your holdback period MONI will assign any service jobs for your company to our in house service technicians or another service provider and you will be billed back for any service you were responsible for during your service guarantee period 2 We will charge a 40 fee for all failed inspections FOURTH FAILED INSPECTION 1 We will charge a 40 fee for all inspections that failed during the entire inspection process 2 Accounts that fail inspection during the fourth round will be charged back in full and will need to be replaced 3 Your dealership will go under review for termination from the MONI Dealer Program For additional information or if you have questions please contact TechnicalTraining mymoni com DID YOU KNOW If the overall inspection passing rate is 80 percent or better we will not return to your location for a minimum of six months for additional inspections 27
continued  HOME AUTOMATION 1.  Verify customer has the correct interactive service plan and firmware installed. 1.  Ensure...
continued HOME AUTOMATION 1 Verify customer has the correct interactive service plan and firmware installed 1 Ensure customer has their sign in and password for the service provider s website 2 Ensure customer is set up to use the service provider s website 3 Ensure the customer is trained to use the service provider s website and operate the interactive services through their panel computer and cell phone TAKE OVER ACCOUNTS 1 All take over accounts shall be brought up to MONI s standards this means all equipment including line seizure with RJ Block and Cord with the exception of door window sensors shall meet MONI s standards 2 Any new devices that are added to the system shall be installed according to MONI s standards 3 Any panel that is not on the approved MONI panel list shall be replaced regardless of its status exception contract monitoring accounts 4 If any existing equipment is found to be not working during the installation testing advise the customer and either repair or note according to your installation policies Shall not remove old equipment unless you are replacing equipment in the same location or willing to repair the damaged area 5 If there is a fire system installed it shall be wired correctly and fully operational and in compliance with all local state and national ordinances 6 The customer needs to be notified if the fire system is not fully operational and or cannot be repaired 7 All batteries shall be replaced with new batteries at time of takeover installation DECALS AND SIGNS 1 Decals shall be applied to indicate the presence of a security system when approaching the building from any angle 2 Decals shall be applied to each solid door that is part of the alarm system s perimeter 3 Avoid applying decals and signs in a way that could mar the appearance of the premises 4 The customer will make the final determination involving placement and appearance 5 Remove all other alarm company yard signs window stickers when possible 26 6 The customer may request that no decals or signs be attached or that fewer than those recommended be attached 7 It is the installer s responsibility to ensure all customers at time of installation receive yard signs window stickers and a user manual CUSTOMER PROPERTY 1 The customer s property is an extension of the customer and shall be treated as such 2 Shall not smoke eat or drink on the customer s property 3 Always clean up after yourself leaving things even cleaner than before 4 Ask permission before moving about the customer s property 5 Shall not work in areas with accessible cash or valuables without a customer escort 6 Request permission from homeowner prior to use of any of their property including the facilities CUSTOMER TRAINING 1 The installing dealer is responsible for customer training Set aside an adequate amount of time to train the customer depending on the system type 2 During the training session encourage the customer to participate actively as you demonstrate system operation Have the customer arm and trip the panel then have the customer reset and clear the panel so the customer becomes actively involved in the training process 3 Show the customer the location of all points of protection including the control panel transformer circuit breaker s and telephone RJ 31 block 4 Show the customer how to replace any batteries in the system 5 Instruct the customer on how to power down the alarm system in the event of an emergency or if the system becomes unresponsive to commands 6 Show the customer the designated entry exit path and thoroughly discuss entry and exit procedures Be sure to make the customer aware of any potential false alarm hazards 7 Training shall cover all aspects of the security system including a detailed explanation of monitoring center procedures Let the customer know what to expect 8 Upon completion of training give the customer all system documentation including the User s Manual and or CD 9 The customer must be trained how to test the alarm system monthly continued 10 Tell the customer that he or she may need to register the alarm system with the city by obtaining an alarm permit when applicable 11 Inform the customer that he or she must notify MONI before canceling or changing their telephone system 12 If an approved camera is installed educate the customer on its max storage capability and let them know it is not a DVR it does not continuously record INSTALLATION QUALITY INSPECTIONS MONI performs on site quality inspections on a percentage of accounts we purchase from you These inspections are conducted on a random basis throughout the year You will be notified of each audit provided a report of the results and advised of any problems found The on site inspector will provide training on all discrepancies that are found during the inspection Each account will be graded and an overall percentage score will be recorded The minimum passing percentage score is 80 percent If the overall percentage score is below 80 percent MONI will contact you to discuss next steps INSTALL INSPECTION PROGRAM To limit your liability and ensure customer satisfaction MONI expects all installations to meet industry manufacturer guidelines and specifications We ensure this by having MONI inspectors inspect a sample of your installations You or your technicians are welcome to accompany our inspectors when we are onsite at a customer s home As a business owner you don t always know what is going on out in the field and these inspections are a tool to help you identify a potential installer who may need some additional training or corrective action After Inspection Upon completing a round of inspections you will receive a detailed explanation of the problems found and the necessary steps to correct the issue For accounts that shall not meet standards you will receive an inspection service job to correct the problem s This service job will need to be completed within 10 days of receiving the service request Once the inspection job is completed we will contact the customer to ensure satisfaction FIRST FAILED INSPECTION 1 We will ask you to attend webinar training sessions to help support your company in improving the results for future inspection visits 2 We will ask if you need or would like to have a trainer inspector go out with your installers to assist in training 3 We will return to your location within 90 days to inspect installations that occurred after the previous inspection dates SECOND FAILED INSPECTION 1 If we see a major improvement in score but still not up to the 80 percent passing ratio we will again assist you in any way we both see fit to help you train your technicians If there is little to no improvement in score we will no longer allow you to perform billable service work on any accounts owned by MONI for a minimum of six months 2 Your installs will be reevaluated in six months If on the third inspection visit you meet the 80 percent expectation we will consider the issue s corrected and will reinstate assigning you service tickets THIRD FAILED INSPECTION 1 In addition to billable service ticket reassignment tickets will also include tickets during your holdback period MONI will assign any service jobs for your company to our in house service technicians or another service provider and you will be billed back for any service you were responsible for during your service guarantee period 2 We will charge a 40 fee for all failed inspections FOURTH FAILED INSPECTION 1 We will charge a 40 fee for all inspections that failed during the entire inspection process 2 Accounts that fail inspection during the fourth round will be charged back in full and will need to be replaced 3 Your dealership will go under review for termination from the MONI Dealer Program For additional information or if you have questions please contact TechnicalTraining mymoni com DID YOU KNOW If the overall inspection passing rate is 80 percent or better we will not return to your location for a minimum of six months for additional inspections 27
continued  HOME AUTOMATION 1.  Verify customer has the correct interactive service plan and firmware installed. 1.  Ensure...
continued To limit your liability and ensure customer satisfaction MONI expects all installs to meet industry manufacturer guidelines and specifications We ensure this by sending a Level 1 Certified technician from MONI s Installation Quality department to inspect a sample of your installs You or your technicians are welcome to accompany our inspectors when we are on site at a customer s house that you have installed As a business owner you don t always know what is going on out in the field These inspections are a tool to help you identify a potential installer that may need some corrective action Upon completing a round of inspections you will receive a detailed explanation of the problems found and the necessary steps needed to correct the issue For accounts that do not meet standards you will receive an inspection service job to correct the problem s This service job will need to be completed within 10 days of receiving the service request Once the inspection job is completed we will contact the customer to assure satisfaction If the overall inspection passing rate is 80 or better we will not return to your location for a minimum of six months for additional inspections If a company fails to meet the 80 passing ratio during the first visit the following steps may occur 1 MONI will ask you to attend webinar training sessions to help support your company in improving the results for future inspection visits 2 MONI will ask if you need or would like to have a trainer inspector go out with your installers to help you get them trained 3 We will return to your location within 90 days to inspect installations that occurred after the previous inspection dates If your company fails to meet a minimum of 80 passing ratio on follow up inspections second visit the following actions may occur 1 If we see a major improvement in score but still not up to the 80 pass ratio we will again assist you in any way we both see fit to help you train your technicians If there is little to no improvement in score we will no longer allow you to perform any billable service work on any accounts owned by MONI for a minimum of six months 2 Your installs will be reevaluated in six months If on the third inspection visit you meet the 80 expectation we will consider the issue s corrected and will reinstitute assigning your service tickets to you On the Third inspection visit if you fail to meet a minimum of 80 the following disciplinary actions may occur 1 In addition to billable service ticket reassignment tickets will also include tickets during your holdback period MONI will assign any service jobs for your company to our in house service technicians or another service provider and you will be billed back for any service you were responsible for during your service guarantee 2 We will charge a 40 00 fee for all failed inspections On the fourth inspection visit if you fail to meet a minimum of 80 the following disciplinary actions may occur 1 We will charge a 40 00 fee for all inspections that failed during the entire inspection process from day one of the first failed inspection 2 Accounts that fail inspection during the fourth round will be charged back in full and will need to be replaced 3 Your Dealership will go under review for termination from the MONI Dealer Program For additional questions please contact Technicaltraining mymoni com 28 Field Service Support Next Steps Five Types of Jobs It is important to keep MONI updated of open job status to prevent job reassignment which could result in lost jobs revenue and future job assignments WELCOME CALL JOB Created when a new account is submitted for purchase and does not meet MONI routine survey standards YOU RECEIVE A JOB V ia email Call the customer to schedule an appointment Confirm the billable amount to the customer during the call Update MONI via the Service Dashboad to ensure that MONI records match SERVICE JOB Created when there is a technical issue that cannot be resolved by MONI Customer Tech Support YOU ARRIVE AT THE LOCATION Using the IVR the technician should place the account on test upon arrival and be prepared with the proper equipment and tools to perform the service described for the job in one visit Technician is responsible for updating subscriber information via Field Serice zone list address contact list etc Receive the signal confirmation number and close the service job using the IVR Failure to close job before leaving the site could result in an unnecessary return trip INSPECTION JOB Created when a new account fails inspection TECHNICIAN REQUIRED TOOLS Lineman s handset butt set oltage meter tone generator V Ademco 6160 alpha keypad ITI GE Interlogix 60 746 alpha keypad Necessary hand tools drills bits screws etc B caps SYSTEM MOVE JOB Created when an existing customer or potential customer relocates EXECUTIVE RESPONSE TEAM JOB Create for highly escalated service issues involving legal and BBB type complaints DID YOU KNOW TECHNICAL SUPPORT WHILE SERVICING JOBS FIELD SERVICE FS I VR places accounts on and off test I VR provides signal verification and signal confirmation numbers Verifies customer no shows C loses jobs FIELD SERVICE SPECIALIST GROUP F ront line telephone contact for our customer and business partners C ontact 800 615 3844 press 2 then 4 M onitors job updates M anages job reassignments R esponds to all incoming emails 29
continued  To limit your liability and ensure customer satisfaction, MONI expects all installs to meet industry manufactur...
continued To limit your liability and ensure customer satisfaction MONI expects all installs to meet industry manufacturer guidelines and specifications We ensure this by sending a Level 1 Certified technician from MONI s Installation Quality department to inspect a sample of your installs You or your technicians are welcome to accompany our inspectors when we are on site at a customer s house that you have installed As a business owner you don t always know what is going on out in the field These inspections are a tool to help you identify a potential installer that may need some corrective action Upon completing a round of inspections you will receive a detailed explanation of the problems found and the necessary steps needed to correct the issue For accounts that do not meet standards you will receive an inspection service job to correct the problem s This service job will need to be completed within 10 days of receiving the service request Once the inspection job is completed we will contact the customer to assure satisfaction If the overall inspection passing rate is 80 or better we will not return to your location for a minimum of six months for additional inspections If a company fails to meet the 80 passing ratio during the first visit the following steps may occur 1 MONI will ask you to attend webinar training sessions to help support your company in improving the results for future inspection visits 2 MONI will ask if you need or would like to have a trainer inspector go out with your installers to help you get them trained 3 We will return to your location within 90 days to inspect installations that occurred after the previous inspection dates If your company fails to meet a minimum of 80 passing ratio on follow up inspections second visit the following actions may occur 1 If we see a major improvement in score but still not up to the 80 pass ratio we will again assist you in any way we both see fit to help you train your technicians If there is little to no improvement in score we will no longer allow you to perform any billable service work on any accounts owned by MONI for a minimum of six months 2 Your installs will be reevaluated in six months If on the third inspection visit you meet the 80 expectation we will consider the issue s corrected and will reinstitute assigning your service tickets to you On the Third inspection visit if you fail to meet a minimum of 80 the following disciplinary actions may occur 1 In addition to billable service ticket reassignment tickets will also include tickets during your holdback period MONI will assign any service jobs for your company to our in house service technicians or another service provider and you will be billed back for any service you were responsible for during your service guarantee 2 We will charge a 40 00 fee for all failed inspections On the fourth inspection visit if you fail to meet a minimum of 80 the following disciplinary actions may occur 1 We will charge a 40 00 fee for all inspections that failed during the entire inspection process from day one of the first failed inspection 2 Accounts that fail inspection during the fourth round will be charged back in full and will need to be replaced 3 Your Dealership will go under review for termination from the MONI Dealer Program For additional questions please contact Technicaltraining mymoni com 28 Field Service Support Next Steps Five Types of Jobs It is important to keep MONI updated of open job status to prevent job reassignment which could result in lost jobs revenue and future job assignments WELCOME CALL JOB Created when a new account is submitted for purchase and does not meet MONI routine survey standards YOU RECEIVE A JOB V ia email Call the customer to schedule an appointment Confirm the billable amount to the customer during the call Update MONI via the Service Dashboad to ensure that MONI records match SERVICE JOB Created when there is a technical issue that cannot be resolved by MONI Customer Tech Support YOU ARRIVE AT THE LOCATION Using the IVR the technician should place the account on test upon arrival and be prepared with the proper equipment and tools to perform the service described for the job in one visit Technician is responsible for updating subscriber information via Field Serice zone list address contact list etc Receive the signal confirmation number and close the service job using the IVR Failure to close job before leaving the site could result in an unnecessary return trip INSPECTION JOB Created when a new account fails inspection TECHNICIAN REQUIRED TOOLS Lineman s handset butt set oltage meter tone generator V Ademco 6160 alpha keypad ITI GE Interlogix 60 746 alpha keypad Necessary hand tools drills bits screws etc B caps SYSTEM MOVE JOB Created when an existing customer or potential customer relocates EXECUTIVE RESPONSE TEAM JOB Create for highly escalated service issues involving legal and BBB type complaints DID YOU KNOW TECHNICAL SUPPORT WHILE SERVICING JOBS FIELD SERVICE FS I VR places accounts on and off test I VR provides signal verification and signal confirmation numbers Verifies customer no shows C loses jobs FIELD SERVICE SPECIALIST GROUP F ront line telephone contact for our customer and business partners C ontact 800 615 3844 press 2 then 4 M onitors job updates M anages job reassignments R esponds to all incoming emails 29
continued  To limit your liability and ensure customer satisfaction, MONI expects all installs to meet industry manufactur...
Field Service Scheduling Policies GENERAL SCHEDULING GUIDELINES If live scheduling is unsuccessful contact Customer Service within 24 hours Call customer daily until scheduled Update Field Service on job status with any pertinent information like a scheduled date delay in service etc via Service Dashboard on the Dealer Portal Failure to update may result in reassignment of service work Service job will be recalled and canceled after a verification call to customer if not scheduled within five business days KEEPING YOUR APPOINTMENT IF YOUR TECH IS RUNNING LATE Call customer Notify MONI Field Service DEALER NO SHOW POLICY Two missed appointments in a 60 day period may result in disciplinary action CUSTOMER NO SHOW POLICY Call when first on site to notify of a no show and again 15 minutes later to confirm the no show Three Part Service Form COMPLETE THE THREE PART FORM ON SITE Pink copy to customer Yellow copy to the Dealer White copy sent to MONI for payment FORM MUST BE FILLED OUT COMPLETELY Signal confirmation number Customer signature Required authorization Total billable to customer Additional three part forms are available by request through Field Service Note Failure to completely fill out the three part form could result in adjustment or rejection of payment Guidelines for Completing Three Part Form CUSTOMER INFORMATION Customer s name Customer s current address Customer s current city state and zip Customer s best points of contact SERVICE DEALER INFORMATION Dealer s license number if applicable Your dealer number Your dealer name The tech name performing the service 30 ACCOUNT INFORMATION The date of when the tech was on site The ticket job number The customer AR number The site number The primary system type The secondary CS number cell account PARTS USED Check installed or replaced depending on service request Check H if the equipment is hardwired of W if the equipment is wireless The part number for the equipment being installed If the part number is not included we cannot verify the price and the ticket will be rejected until numbers are provided The description of the part used The part price excluding tax and the amount of parts used for this line If quality is more than one for the same part number this box should reflect the total price of the parts added together pre taxes The tax for this part when applicable The total cost plus tax LABOR ACTIONS The item s repaired Check H if the equipment is hardwired or W if the equipment is wireless Check all boxes in the additional labor actions that apply to the service job Check all boxes in the wiring section that apply The new primary CS number account number is placed in this box New primary system types panel type Signal confirmation number received from MONI Failure to received authorization for exceeding the labor standardization detail will result in your labor being adjusted The customer s permit number Any additional notes Total amount for misc Total charges including 20 service fee This is the service fee MONI charges per job and must be included in total charges Failure to include in total charges will result in 20 fee being adjusted off the job Place the amount the customer directly paid the technician in the box provided Mark appropriate box for payment type Place total amount customer is responsible for paying in this job in the box provided Failure to write in the correct amount billable to the customer will result in that amount being deducted from the invoice Customer s signature if left blank the job will be rejected CUSTOMER WARRANTY THE FOLLOWING IS NOT COVERED Acts of God lightning strikes flooding etc Customer neglect cut wires damaged parts etc Actual break ins System add ons Sensor relocation or remodeling Code or programming changes Battery replacement Communication changes VOIP DSL filters etc Video camera equipment Key fobs Cell back up communication BE SURE TO INCLUDE Signal confirmation number Customer signature Required authorization numbers Total billable to customer Be sure to attach white copy of the three part form IMPORTANT All areas of the three part service form must be completed to receive payment Authorizations must be received prior to completing service A signal confirmation number is required on every three part service form Failure to provide all required information may result in an adjustment or rejection to your total payment SERVICE PAYMENT ADJUSTMENTS AND REJECTIONS Service billing submitted for payment outside of MONI Maintenance Service Agreement guidelines is subject to adjustment Field Service will advise you of any adjustments or rejections to your payment via email Supportive information for the adjustment should be given to Field Service prior to 9 00 a m the following business day to be included in the invoice payment All adjustments rejections must be resolved within 30 days of the date of notification of adjustment or rejection All service billing questions should be directed to Field Service PARTS LABOR TRAVEL AND MISC Total parts cost Total tax for parts when applicable Total parts cost plus tax The time you arrive on site Always place account on test upon arrival so that we will be able to verify your start time The time when you are ready to leave Remove system from test when you are close to leaving so your test times reflect hours billed This will help us in justifying time on site if questioned by billing department Your contracted hourly rate Total amount of time on site Tax on labor when applicable Total cost of labor The amount of miles traveled from your office to the customer s location Total cost of travel Tax on travel Total amount for travel Total cost for misc Tax on misc 31
Field Service Scheduling Policies GENERAL SCHEDULING GUIDELINES       If live scheduling is unsuccessful, contact Customer...
Field Service Scheduling Policies GENERAL SCHEDULING GUIDELINES If live scheduling is unsuccessful contact Customer Service within 24 hours Call customer daily until scheduled Update Field Service on job status with any pertinent information like a scheduled date delay in service etc via Service Dashboard on the Dealer Portal Failure to update may result in reassignment of service work Service job will be recalled and canceled after a verification call to customer if not scheduled within five business days KEEPING YOUR APPOINTMENT IF YOUR TECH IS RUNNING LATE Call customer Notify MONI Field Service DEALER NO SHOW POLICY Two missed appointments in a 60 day period may result in disciplinary action CUSTOMER NO SHOW POLICY Call when first on site to notify of a no show and again 15 minutes later to confirm the no show Three Part Service Form COMPLETE THE THREE PART FORM ON SITE Pink copy to customer Yellow copy to the Dealer White copy sent to MONI for payment FORM MUST BE FILLED OUT COMPLETELY Signal confirmation number Customer signature Required authorization Total billable to customer Additional three part forms are available by request through Field Service Note Failure to completely fill out the three part form could result in adjustment or rejection of payment Guidelines for Completing Three Part Form CUSTOMER INFORMATION Customer s name Customer s current address Customer s current city state and zip Customer s best points of contact SERVICE DEALER INFORMATION Dealer s license number if applicable Your dealer number Your dealer name The tech name performing the service 30 ACCOUNT INFORMATION The date of when the tech was on site The ticket job number The customer AR number The site number The primary system type The secondary CS number cell account PARTS USED Check installed or replaced depending on service request Check H if the equipment is hardwired of W if the equipment is wireless The part number for the equipment being installed If the part number is not included we cannot verify the price and the ticket will be rejected until numbers are provided The description of the part used The part price excluding tax and the amount of parts used for this line If quality is more than one for the same part number this box should reflect the total price of the parts added together pre taxes The tax for this part when applicable The total cost plus tax LABOR ACTIONS The item s repaired Check H if the equipment is hardwired or W if the equipment is wireless Check all boxes in the additional labor actions that apply to the service job Check all boxes in the wiring section that apply The new primary CS number account number is placed in this box New primary system types panel type Signal confirmation number received from MONI Failure to received authorization for exceeding the labor standardization detail will result in your labor being adjusted The customer s permit number Any additional notes Total amount for misc Total charges including 20 service fee This is the service fee MONI charges per job and must be included in total charges Failure to include in total charges will result in 20 fee being adjusted off the job Place the amount the customer directly paid the technician in the box provided Mark appropriate box for payment type Place total amount customer is responsible for paying in this job in the box provided Failure to write in the correct amount billable to the customer will result in that amount being deducted from the invoice Customer s signature if left blank the job will be rejected CUSTOMER WARRANTY THE FOLLOWING IS NOT COVERED Acts of God lightning strikes flooding etc Customer neglect cut wires damaged parts etc Actual break ins System add ons Sensor relocation or remodeling Code or programming changes Battery replacement Communication changes VOIP DSL filters etc Video camera equipment Key fobs Cell back up communication BE SURE TO INCLUDE Signal confirmation number Customer signature Required authorization numbers Total billable to customer Be sure to attach white copy of the three part form IMPORTANT All areas of the three part service form must be completed to receive payment Authorizations must be received prior to completing service A signal confirmation number is required on every three part service form Failure to provide all required information may result in an adjustment or rejection to your total payment SERVICE PAYMENT ADJUSTMENTS AND REJECTIONS Service billing submitted for payment outside of MONI Maintenance Service Agreement guidelines is subject to adjustment Field Service will advise you of any adjustments or rejections to your payment via email Supportive information for the adjustment should be given to Field Service prior to 9 00 a m the following business day to be included in the invoice payment All adjustments rejections must be resolved within 30 days of the date of notification of adjustment or rejection All service billing questions should be directed to Field Service PARTS LABOR TRAVEL AND MISC Total parts cost Total tax for parts when applicable Total parts cost plus tax The time you arrive on site Always place account on test upon arrival so that we will be able to verify your start time The time when you are ready to leave Remove system from test when you are close to leaving so your test times reflect hours billed This will help us in justifying time on site if questioned by billing department Your contracted hourly rate Total amount of time on site Tax on labor when applicable Total cost of labor The amount of miles traveled from your office to the customer s location Total cost of travel Tax on travel Total amount for travel Total cost for misc Tax on misc 31
Field Service Scheduling Policies GENERAL SCHEDULING GUIDELINES       If live scheduling is unsuccessful, contact Customer...
Alarm Response Center Our Commitment to Safety and Security Every emergency is a real emergency to MONI s awardwinning Alarm Response Center ARC We ve established advanced monitoring strategies and state of the art security technologies since opening our doors in 1994 Our CSAA Five Diamond and IQ certified UL listed monitoring centers continue setting industry standards for safety and security Our Commitment to Customers As one of only a few alarm companies nationwide to employ the Automated Secure Alarm Protocol ASAP ARC operators can quickly send alarm dispatch requests to emergency responders electronically decreasing the time needed for dispatch This gives operators time to remain engaged and focused on delivering consistent levels of customer service Earning numerous accolades and certifications year after year ARC proves its commitment to a customers and their experience within the monitoring station Benefits to You Licensed Emergency Dispatch Operators provide consistent emergency response 24 7 Enhanced Call Verification ECV standards help maintain one of the lowest police dispatch rates in the industry False alarm reduction efforts have been recognized by industry leaders with the Police Dispatch Quality PDQ award Alarm queues dedicated to both English and Spanish speaking customers Support most reporting formats but only purchase panels sending SIA or Contact ID signal formats Monitoring Center Credentials Central Station Alarm Association CSAA Five Diamond and Installation Quality IQ certified monitoring center One of the first three centers in the U S to adopt the Automated Secure Alarm Protocol ASAP to reduce dispatch time Advanced two way voice technologies available to all customers Underwriters Laboratories UL listed in both the U S and Canada Meet and exceed all National Fire Protection Association NFPA standards Personal Emergency Response System PERS offered with medical pendants UL Listed for CVSU Burglary Alarm System Monitoring Station Residential and UUFX Signal and Fire Alarm Equipment and Services Protective Signaling Services Central Station Data Integrity Customer protection depends on having the right information Our Data Integrity department specializes in updates to data for your contract monitored accounts and accounts in prepurchase as well as assisting with adding new jurisdiction information to the monitoring database They re careful to validate all customer data when either accepting new customers into the monitoring platform or updating existing customer information They help ensure that proper procedures are followed so that the correct parties are notified during an alarm What does Data Integrity do for you GETTING THE INFORMATION RIGHT The Data Integrity department understands the importance of the role they play in the safety of our customers They not only process new customer data but they constantly evaluate existing customer data and update it if necessary KEEPING TRACK OF JURISDICTION Jurisdictional issues are important not just when we re responding to a potential emergency but also in the day today business of dealing with permits false alarms and other ordinances Data Integrity helps keep the information straight so the appropriate parties are involved Need to Know When submitting a request to Data Integrity you can call or complete and email forms to dataentry mymoni com You will receive an email confirmation or email rejection to either acknowledge receipt of a request or notify you that your request was not completed for some reason If you do not receive a confirmation of receipt your request was either not received or your email address is not on file with Data Integrity Dealers receiving rejections will be required to address the rejection reason given and resubmit the updated request You may also call as many issues can be resolved over the phone In the event that a new subscriber cannot be placed online you will receive an email rejection as well as a call to the number we have on file for you All termination requests must be submitted in writing Subscriber Information Forms SIF are processed same day If SIF received after 6 p m CST they will be processed the next business day Account Change Forms and Account Termination Forms are processed same day Requests received after 4 p m CST will be processed the next business day Additional processing time for bulk termination requests may be necessary DID YOU KNOW We monitor more than 1 million customers M ONI provides monitoring services to U S Homeland Security M ONI is a five time Frost Sullivan Alarm Service Provider of the Year 2 012 2016 Consumers Choice Award Winner for DFW based alarm system companies Two time Stevie Award Winner for Contact Center of the Year Two time Steve Award Winner for Front Line Customer Service Team of the Year 32 33
Alarm Response Center Our Commitment to Safety and Security Every emergency is a real emergency to MONI   s awardwinning A...
Alarm Response Center Our Commitment to Safety and Security Every emergency is a real emergency to MONI s awardwinning Alarm Response Center ARC We ve established advanced monitoring strategies and state of the art security technologies since opening our doors in 1994 Our CSAA Five Diamond and IQ certified UL listed monitoring centers continue setting industry standards for safety and security Our Commitment to Customers As one of only a few alarm companies nationwide to employ the Automated Secure Alarm Protocol ASAP ARC operators can quickly send alarm dispatch requests to emergency responders electronically decreasing the time needed for dispatch This gives operators time to remain engaged and focused on delivering consistent levels of customer service Earning numerous accolades and certifications year after year ARC proves its commitment to a customers and their experience within the monitoring station Benefits to You Licensed Emergency Dispatch Operators provide consistent emergency response 24 7 Enhanced Call Verification ECV standards help maintain one of the lowest police dispatch rates in the industry False alarm reduction efforts have been recognized by industry leaders with the Police Dispatch Quality PDQ award Alarm queues dedicated to both English and Spanish speaking customers Support most reporting formats but only purchase panels sending SIA or Contact ID signal formats Monitoring Center Credentials Central Station Alarm Association CSAA Five Diamond and Installation Quality IQ certified monitoring center One of the first three centers in the U S to adopt the Automated Secure Alarm Protocol ASAP to reduce dispatch time Advanced two way voice technologies available to all customers Underwriters Laboratories UL listed in both the U S and Canada Meet and exceed all National Fire Protection Association NFPA standards Personal Emergency Response System PERS offered with medical pendants UL Listed for CVSU Burglary Alarm System Monitoring Station Residential and UUFX Signal and Fire Alarm Equipment and Services Protective Signaling Services Central Station Data Integrity Customer protection depends on having the right information Our Data Integrity department specializes in updates to data for your contract monitored accounts and accounts in prepurchase as well as assisting with adding new jurisdiction information to the monitoring database They re careful to validate all customer data when either accepting new customers into the monitoring platform or updating existing customer information They help ensure that proper procedures are followed so that the correct parties are notified during an alarm What does Data Integrity do for you GETTING THE INFORMATION RIGHT The Data Integrity department understands the importance of the role they play in the safety of our customers They not only process new customer data but they constantly evaluate existing customer data and update it if necessary KEEPING TRACK OF JURISDICTION Jurisdictional issues are important not just when we re responding to a potential emergency but also in the day today business of dealing with permits false alarms and other ordinances Data Integrity helps keep the information straight so the appropriate parties are involved Need to Know When submitting a request to Data Integrity you can call or complete and email forms to dataentry mymoni com You will receive an email confirmation or email rejection to either acknowledge receipt of a request or notify you that your request was not completed for some reason If you do not receive a confirmation of receipt your request was either not received or your email address is not on file with Data Integrity Dealers receiving rejections will be required to address the rejection reason given and resubmit the updated request You may also call as many issues can be resolved over the phone In the event that a new subscriber cannot be placed online you will receive an email rejection as well as a call to the number we have on file for you All termination requests must be submitted in writing Subscriber Information Forms SIF are processed same day If SIF received after 6 p m CST they will be processed the next business day Account Change Forms and Account Termination Forms are processed same day Requests received after 4 p m CST will be processed the next business day Additional processing time for bulk termination requests may be necessary DID YOU KNOW We monitor more than 1 million customers M ONI provides monitoring services to U S Homeland Security M ONI is a five time Frost Sullivan Alarm Service Provider of the Year 2 012 2016 Consumers Choice Award Winner for DFW based alarm system companies Two time Stevie Award Winner for Contact Center of the Year Two time Steve Award Winner for Front Line Customer Service Team of the Year 32 33
Alarm Response Center Our Commitment to Safety and Security Every emergency is a real emergency to MONI   s awardwinning A...
MONI Collections We re your partner in keeping accounts current For accounts that we purchase from you our Collections Department helps you avoid attrition and keep them up to date and solvent Sometimes people forget or neglect to pay their bill so we collect overdue payments in a courteous professional manner That lets you concentrate on what you do best growing your business and your portfolio glossary DAY 30 DAY 30 DAY 35 What does Collections do for you TIMELY AND EFFICIENT PROCESSES We remind customers at regular intervals that their payment to MONI is due starting from 30 days overdue and continuing 90 days through the charge back period We call the customer and mail letters in order to collect the monies owed escalating our efforts over time We are always polite but firm keeping customer relations on a positive level BENEFITS TO YOU Know your accounts are in good standing Have the opportunity during holdback to cure the account before it becomes an attrition issue Trust our established and effective protocols Rely on our highly trained team of professionals Encourage customers to register on mymoni com for an mymoni account for online billing and more Collections Timetable MONI asks that you be aware of the collections timetable It is important that you do not simultaneously contact delinquent customers as doing so could cause issues with the FDCPA guidelines To make our joint collection efforts more efficient please note the following timeline By streamlining your process against ours we can improve contacts to customers 34 DAY 45 DAY 60 MONI sends invoice to customer MONI sends notice letter to customer account past due at Day 31 Account becomes part of automated message campaign Maximum of three attempts to contact customer are made Agents begin calling customer and first collection letter is mailed to the customer MONI sends second invoice and customer becomes part of the automated call campaign Maximum of three attempts are made per day until the correct party is reached DAY 71 Agent begins call campaign to reach out to delinquent accounts DAY 75 Second collections letter is mailed to the customer DAY 90 MONI sends third invoice and customer becomes part of the automated call campaign again Maximum of three attempts are made per day until the correct party is reached Bounce Match Customers who have active contracts with MONI or had contracts but defaulted on them are not eligible for funding As you know we are a renewal based business and only remain successful through long term customer loyalty Please do not rely exclusively on MONI s bounce automation to identify MONI customers Instead be proactive when speaking with a potential customer and ask questions that will help you determine their eligibility Here are some tips and guidelines Look for MONI and MONI s dealers yard signs and window decals Check the keypad and panel for MONI branding Always ask Are you or your spouse now or have you ever been a MONI customer How long have you had your system Do you have a copy of your Alarm Monitoring Agreement Is your system currently monitored Do you know who currently monitors your alarm Could we test your system to confirm monitoring When did you cancel Why did you cancel I m a MONI dealer and would be setting you up with MONI did you cancel in good standing or was there a balance owed During normal business hours you MUST call Dealer Support at 800 615 3844 to verify that you can proceed with the sale If there is any doubt give the customer our phone number and ask them to call us to discuss upgrade and renewal options Politely exit the call sale eContract ID Once your customer has successfully signed the eContract you will receive an email notification with an access link including the eContract ID which you will need to request funding Cancellations Stage 1 Cancels during the dealer s guarantee period are returned to the dealer in exchange for a new customer replacement The dealer will continue to make collections efforts on the original account either picking up their monthly billing collecting the full amount of contract or sending them to an outside collection agency Stage 2 In term Cancels customer is still under the term of their initial agreement and can be held to it Stage 2 Out of term Cancels customer is outside the original term of their contract and can cancel with 30 day notice arrangements The dealer must determine if they will to continue to provide service If not they will take the account out of service Upon the day of cancelling Stage 2 accounts will receive an automatically generated stop monitoring letter indicating that we will cease to monitor their system 10 days from the date of the letter To take a Contract Monitored account offline from service the dealer will need to send a Termination Form to Data Integrity which can be found on mymoni net Resources at Document Center CS This is the panel number also recognized as the account number You will need a new CS for each customer that for which you intend to install a security system Ineligible Accounts for Purchase Jewelry stores Gun shops Marijuana shops Banks Pawn shops Cash for gold stores Check cashing facilities Mobile homes with wheels RVs recreational vehicles Boats Dealer s own home office or any other owned property Dealer s employees or employees businesses Bounce Matches Stage 2 customers that cancelled to sign a new agreement Previous MONI customers that cancelled with outstanding balance or bankruptcy on file Renters Deceased customers We are not in the market of buying alarm monitoring accounts from homebuilders or home flippers Our multiples and program are based on buying primarily residential homeowners who typically live in their residence and renew their agreements for seven years MONI Confidential Proprietary Accounts that are within the Guarantee Period Stage 1 at the time of cancel are placed on the dealer s Contract Monitoring account A letter will be sent to the customer notifying them that we will continue to monitor their alarm but they will need to contact their installing dealer to make 35
MONI  Collections We   re your partner in keeping accounts current. For accounts that we purchase from you, our Collection...
MONI Collections We re your partner in keeping accounts current For accounts that we purchase from you our Collections Department helps you avoid attrition and keep them up to date and solvent Sometimes people forget or neglect to pay their bill so we collect overdue payments in a courteous professional manner That lets you concentrate on what you do best growing your business and your portfolio glossary DAY 30 DAY 30 DAY 35 What does Collections do for you TIMELY AND EFFICIENT PROCESSES We remind customers at regular intervals that their payment to MONI is due starting from 30 days overdue and continuing 90 days through the charge back period We call the customer and mail letters in order to collect the monies owed escalating our efforts over time We are always polite but firm keeping customer relations on a positive level BENEFITS TO YOU Know your accounts are in good standing Have the opportunity during holdback to cure the account before it becomes an attrition issue Trust our established and effective protocols Rely on our highly trained team of professionals Encourage customers to register on mymoni com for an mymoni account for online billing and more Collections Timetable MONI asks that you be aware of the collections timetable It is important that you do not simultaneously contact delinquent customers as doing so could cause issues with the FDCPA guidelines To make our joint collection efforts more efficient please note the following timeline By streamlining your process against ours we can improve contacts to customers 34 DAY 45 DAY 60 MONI sends invoice to customer MONI sends notice letter to customer account past due at Day 31 Account becomes part of automated message campaign Maximum of three attempts to contact customer are made Agents begin calling customer and first collection letter is mailed to the customer MONI sends second invoice and customer becomes part of the automated call campaign Maximum of three attempts are made per day until the correct party is reached DAY 71 Agent begins call campaign to reach out to delinquent accounts DAY 75 Second collections letter is mailed to the customer DAY 90 MONI sends third invoice and customer becomes part of the automated call campaign again Maximum of three attempts are made per day until the correct party is reached Bounce Match Customers who have active contracts with MONI or had contracts but defaulted on them are not eligible for funding As you know we are a renewal based business and only remain successful through long term customer loyalty Please do not rely exclusively on MONI s bounce automation to identify MONI customers Instead be proactive when speaking with a potential customer and ask questions that will help you determine their eligibility Here are some tips and guidelines Look for MONI and MONI s dealers yard signs and window decals Check the keypad and panel for MONI branding Always ask Are you or your spouse now or have you ever been a MONI customer How long have you had your system Do you have a copy of your Alarm Monitoring Agreement Is your system currently monitored Do you know who currently monitors your alarm Could we test your system to confirm monitoring When did you cancel Why did you cancel I m a MONI dealer and would be setting you up with MONI did you cancel in good standing or was there a balance owed During normal business hours you MUST call Dealer Support at 800 615 3844 to verify that you can proceed with the sale If there is any doubt give the customer our phone number and ask them to call us to discuss upgrade and renewal options Politely exit the call sale eContract ID Once your customer has successfully signed the eContract you will receive an email notification with an access link including the eContract ID which you will need to request funding Cancellations Stage 1 Cancels during the dealer s guarantee period are returned to the dealer in exchange for a new customer replacement The dealer will continue to make collections efforts on the original account either picking up their monthly billing collecting the full amount of contract or sending them to an outside collection agency Stage 2 In term Cancels customer is still under the term of their initial agreement and can be held to it Stage 2 Out of term Cancels customer is outside the original term of their contract and can cancel with 30 day notice arrangements The dealer must determine if they will to continue to provide service If not they will take the account out of service Upon the day of cancelling Stage 2 accounts will receive an automatically generated stop monitoring letter indicating that we will cease to monitor their system 10 days from the date of the letter To take a Contract Monitored account offline from service the dealer will need to send a Termination Form to Data Integrity which can be found on mymoni net Resources at Document Center CS This is the panel number also recognized as the account number You will need a new CS for each customer that for which you intend to install a security system Ineligible Accounts for Purchase Jewelry stores Gun shops Marijuana shops Banks Pawn shops Cash for gold stores Check cashing facilities Mobile homes with wheels RVs recreational vehicles Boats Dealer s own home office or any other owned property Dealer s employees or employees businesses Bounce Matches Stage 2 customers that cancelled to sign a new agreement Previous MONI customers that cancelled with outstanding balance or bankruptcy on file Renters Deceased customers We are not in the market of buying alarm monitoring accounts from homebuilders or home flippers Our multiples and program are based on buying primarily residential homeowners who typically live in their residence and renew their agreements for seven years MONI Confidential Proprietary Accounts that are within the Guarantee Period Stage 1 at the time of cancel are placed on the dealer s Contract Monitoring account A letter will be sent to the customer notifying them that we will continue to monitor their alarm but they will need to contact their installing dealer to make 35
MONI  Collections We   re your partner in keeping accounts current. For accounts that we purchase from you, our Collection...