FAQ
If you are moving or wish to cancel your service please call Customer Accounts at 1-844-471-8333 Ext 101. Each service contract is for two year duration, so if it is over the two year time period there is no charge, but if you cancel before the two year there is a charge based on the amount of months left.
TERM OF AGREEMENT: RENEWAL INCREASE: THE TERM OF THIS AGREEMENT SHALL BE FOR 24 MONTHS AND SHALL THEREAFTER RENEW MONTH TO MONTH UNLESS EITHER PARTY GIVES WRITTEN NOTICE TO THE OTHER OF THEIR INTENTION NOT TO RENEW THE AGREEMENT AT LEAST 30 DAYS PRIOR TO THE EXPIRATION OF ANY TERM. Cancellation during the initial 24 month term will require a cancellation fee equal to the monthly fee times the amount of months left in this agreement. SNAP SHALL BE PERMITTED AFTER THE INITIAL TERM, FROM TIME TO TIME, TO INCREASE THE MONITORING CHARGE BY AN AMOUNT NOT TO EXCEED NINE PERCENT EACH YEAR AND BUYER AGREES TO PAY SUCH INCREASE AS INVOICED. Buyer acknowledges that this agreement does NOT contain an early termination clause applicable to MILITARY PERSONNEL
Call us at 1-844-471-8333 Ext 104. We offer a 30 day risk free trial....
At the SNAP-IS Website / Support there are Training videos and manuals for all customers that explain in detail how to setup and operate the Helix Platform and all of its associated devices. The 1st Video and /or Training Document " Helix Platform Setup and Operation " will get you started !
The Helix Platform is the Control or Computer of the security system .It receives signals from the sensors, cameras, and Z-Wave devices and responses to these signals accordingly. The Helix Platform relays the alarms and other signals to the security monitoring center by communicating over Ethernet or cellular connections.
The Helix Platform wireless security panel is designed to run directly from your I-Phone, Table or Computer. You will need to download your SNAP CUSTOMER PORTAL APP, the LINK is located at SUPPORT / Technical Documents / Snap Customer portal or click here www.snap.secure.direct. Using this App, you will have full control of your security and home automation devices.
Yes, it is built into the system. The Helipad will trigger a distress signal to the Security Monitoring Center. ( Reference: Support/Training Documents “Helix Platform Setup and Operation, page-6 ”). You may also purchase a panic button necklace, which sends a distress signal by pushing a button.
You will have a User Name and password that is six digits long to allow you to log into and operate your system on the Web. You will have a four digit Pin number for Arming and Disarming the system locally using the Helipad. You will have a Passcode which is a word or phrase that allows COPS Monitoring Dispatch to verify your identity, in the event that your alarm system goes off. See Training Documents.
Snap-IS has detailed Training videos and Documents on the Website at SUPPORT that explain your account in detail and how to update it.
Yes, SNAP-IS equipment comes with a 1 year warranty. Just contact us when a problem occurs and we will help troubleshoot your system first to see what the problem is and if needed will replace the equipment necessary. Call us at 1-844-471-8333 Ext. 104.
Contact your local Government / Police Department .
When you purchased your Snap-IS Security System, you would have been set up for monthly billing. Your payment will be automatically withdrawn on the 1st of every month.
Position your control panel in a central location in your home. Use a counter, tabletop or shelf as a base. Please avoid placing near (within 3-4 feet ) to other electronic device or metallic objects. These items can disrupt the signals of your control panel.
If you set off your alarm accidently please call: COPS MONITORING AT 1-800-633-2677. You must know your Passcode to identify yourself.
Each system will be set up with a Master user and additional users (Contacts) may be added. The Master user will need to Log into your SNAP-IS account. Click- Account Tab, Click-Contacts tab and go to Add a Contact. From here you will set up additional user (contact) with an ID and Pin number to use when activating the alarm system. (SEE Training video or document " Account Setup" on our website at SUPPORT.
The type of batteries you will need are located in your user manual. Copies are available on Website at SUPPORT / Technical Documents.
First, check to see if your panel has been accidently unplugged (if it is plug it back in and wait 24 hours for it to recharge the Backup Battery). After 24 hours, if still shows “Low Battery” replace battery. See SUPPORT / Training Document “ Replace Helix Battery”.
The Helix Platform will support other Z-Wave devices that are not listed on our Website. See Z-Wave Support Document on Website at Support / Technical Documents.
Exit Delay is a period of time before the Alarm becomes active. This allows a person to exit the home and secure the door before the alarm is set. Entry Delay is a period of time before the Alarm is triggered that allows a person to enter the home and deactivate the alarm system.
Arm Away is used when the home is vacated of all people and Arm Stay is used when people will still be present in the home. Night Arm is the same as Arm Stay except there is no Exit Delay time when you set the alarm.
The Helix Platform alarm siren only has two volume setting “ON / OFF” and the volume of the Status Audio (open zone etc) is set at “6” out of a maximum of “7”. If it is too loud or to low for you, send us an e-mail at info@snap-is.com and Technical Support will answer you right away.
Placement of your sensors is explained in SUPPORT / Training Documents or refer to your set up pamphlet that came with your sensor.
This is not normally a problem, if you find this to be a problem for your home please send us an e-mail at info@snap-is.com and Technical Support will answer you right away.
There could be a few reasons for this to happen: 1st your chimes may not be turned on, 2nd something could be obstructing your sensor not to report open or closed. Remember your system programming can be looked at online log into your SNAP-IS portal. If your chimes are on, then you will need to send us an e-mail at info@snap-is.com and Technical Support will answer you right away.
This can be caused by the sensor not placed appropriately. The transmitter and magnet must be aligned close together. If not working send us an e-mail at info@snap-is.com and Technical Support will answer you right away.
Information on placement of your motion sensor and other security equipment can be found on SNAP-IS website at SUPPORT / Training Document “ Sensor Testing “.
There are several possibilities, the height placement of your motion detector might be too low and allow a dog to trigger it. Also a large window in its field of detection that has no cover and allows view to outside. See SUPPORT/Training document “Sensor Testing “.
There are two ways to test your motion detector, a walk test watching a red trigger light as you move in and out of detection field and a live test where you set your alarm in the AWAY Mode and cross the detection field of the motion, setting off the alarm.
See SUPPORT / Training Document “Sensor Testing “.
No, when you purchase your system with a KEYFOB remote, it will be set up already for you when you receive your package.
Your KeyFob will work up to 100 feet way from your security control panel.
Yes, if you press Lock and Unlock simultaneous it will produce a Panic alarm. See SUPPORT / Training Document “ Helix Platform Setup and Operation, page-8 “.
No, your Panic Pendant will already be set up for you.
Your panic alarm will alert dispatch, you will receive a call. If there is no answer or response it will be sent over to your local authorities for a medical response. You may call COPS Monitoring at 1-800-633-2677 to report a false alarm. Be sure you know your Passcode word to identify yourself.
Mount glass break sensor at least 3.3 feet from desired protected window ( max. 25 feet ). See the technical manual on the glassbreak at SUPPORT / Technical Documents.
Sensor needs to be in line of sight of window being protected (avoid corners and doors blocking the glass break sensor).
The placement of Smoke and Heat Sensors are explained at SUPPORT / Technical Documents / RE612 SMOKE.
Yes, your smoke and heat sensors are always monitored even when you have not armed your system.
Yes! It's as simple as downloading a specific app. You can also do the same on your smartphone. You will securely login to access and control your audio, lighting, security and more. You will need to download your SNAP CUSTOMER PORTAL APP, the LINK is located at SUPPORT / Technical Documents / Snap Customer portal or click here www.snap.secure.direct.
If you need to change the names of your sensors, please send us an e-mail at info@snap-is.com. We will make the changes on your account . Tell us the original name of the sensor and the new name. Be sure to include your account # and address.
No. There is only one sound for Alarm and one sound for the chime during alerts.
Z-Wave has limited range, 50 feet max. even less if there are walls in between. The good news is that each one of our Z-Wave devices also works as a wireless Repeater as part of the network (Mesh System). Each Z-Wave device that has wall power will relay commands intended for another device in the network thus extending the range. Example: If you have a Z-Wave light 40 ft. from Helix Platform and another one 80 ft. from Helix Platform, the closest one will relay signal sent to the second one.
Go to our website at www.snap-is.com. and log into your account. You can purchase additional equipment and we will register the new equipment with your Helix Platform and mail to you.