Alarms

ADMIN / SALES FAQs

Why do I need monitored home security?

If an alarm is triggered while you're away, asleep, or under duress, our 24/7 monitoring center receives the signal and dispatches a response team to your home or business. We aim to bring you security and peace of mind.

Who do I contact for billing questions?

For account inquiries, call our accounts department on 0867 770 4562 Monday to Friday from 7:30am - 5:00pm.

Can I get an alarm system if I have pets?

We offer pet-friendly motion detectors designed not to be triggered by pets. Our consultants will help design the optimal system for your home security needs and lifestyle.

Can you monitor my existing security equipment?

We can evaluate compatibility of most systems prior to activation in order to best serve you. This allows us to assess your current equipment’s age, condition, and capabilities to discuss monitoring or upgrade options.

How do I update my password or keyholder contact information?

Contact our monitoring station at 0867 770 4562 during working hours or email info@safeguard.co.zw to update authorized contacts or passwords.

What is your average alarm response time?

Our average response time is under 6 minutes for properties in greater city areas and may be longer for remote locations.

How much does a new security system cost?

Costs vary based on the type and complexity you require. We offer free consultations to evaluate your space and needs to determine the right system and budget for you. Contact our Sales team on 0867 770 4562.

Can I operate my alarm remotely via my cell phone?

HYYP is a supplementary hardware module that connects to your alarm panel, allowing you to remotely control your security system from your mobile phone. Using the HYYP app requires:

Wired internet connectivity to the alarm panel.
Active mobile data or WiFi signal on your mobile phone.

What can I do with the Safeguard App?

Our mobile app, downloadable onto smartphones, provides customers instant access to diverse Safeguard offerings, notably urgent assistance requests.
Key functions of the Safeguard App include:

Mobile panic button to trigger alarm response anywhere with cell signal coverage.
Request emergency medical, fire department, or roadside assistance.
Remotely test security system and cancel false alarm response as needed.
Access services and support from Safeguard’s monitoring units.
Option to add other members of the household on the app as secondary users allowing them access to the emergency services.

Why is there a QR code on my keypad?

To view the guide detailing all features and functionality of your specific alarm system model, simply scan the QR code on your keypad using your smartphone camera. The QR code links directly to the digital user manual for your equipment.

If your keypad does not display a QR code, you can alternatively locate your customized user guide under the "User Guides" tab at the top of the Safeguard customer portal. This comprehensive reference resource outlines step-by-step instructions for operating and troubleshooting your system.

KEYPAD & OPERATION FAQs

Why does my keypad say "Not Ready"?

This means the system cannot arm, often because a sensor is still triggered by an open door/window or motion. The keypad screen will indicate which circuits are not closed. Check that all doors and windows are closed. If the error message is still displayed, double check that all the white contacts on windows and doors are aligned.

Do alarms work in a power outage?

Yes, standard backup batteries provide power for approximately 4 to 6 hours during an outage. Batteries typically last 3-5 years, but frequent power cuts can shorten their lifespan. Deep cycle batteries providing 1 week back-up are also available.
Solar powered systems are also available. For solar systems, ensure connection to solar power source.

How often should I test my system?

Test your alarm weekly to ensure that it is functioning properly in the case of an emergency. Use the ‘Test Alarm’ function on the Safeguard app where you can determine the amount of time you need to test the system without initiating a response squad. Alternatively, contact our control room on 0867 770 4562 prior to the test.

If you discover any part of your home security system is malfunctioning, please contact our service department to schedule a repair service call. They can be contacted via the ‘Request Service’ function on the Safeguard app, calling 0867 700 4562 or emailing customercare.alarms@safeguard.co.zw

How do I arm and disarm my security system?

Please refer to our alarm user guides for detailed instructions and procedures on arming and disarming your specific system. These can be found under the ‘User Guide’ tab at the top of this screen. We also have demonstration videos available in the ‘Useful Videos’ tab showing how to properly operate your equipment.

Can I bypass certain alarm system circuits if needed?

Your customized alarm setup allows you to bypass select detection circuits as required. For instance, you may wish to arm perimeter access points while disabling motion sensors in order to move freely indoors.

During initial installation, your sales representative assigned circuit numbers corresponding to different security components. Refer to the ‘User Guide’ or equipment video resources for step-by-step bypassing instructions tailored to your system. These can be found in the tabs at the top of this screen. Our materials demonstrate how you can selectively arm door/window sensors while keeping interior motion detectors temporarily disabled for convenience.

What do "Stay" and "Away" mean?

"Stay" arms the system with residents still home. It is possible to bypass certain internal motion sensors if you wish to move around your home but have perimeter alarms activated.
"Away" arms with all sensors active for vacant premises.

What if I accidentally trigger the alarm?

Enter your security code to silence the siren. Use the Safeguard app to cancel the deployment of the response squad by entering your PIN into the pop-up screen. Alternatively, you can call our control room on 0867 770 4562, providing your password as evidence that you are secure.

How can I prevent false alarms?

While false alarms sometimes occur, there are preventative steps you can take:

Test your alarm weekly to ensure that it is functioning correctly.
Have your system regularly professionally serviced to resolve any potential triggers.
Ensure the backup battery has full power.
Check doors and windows are well-secured and functioning properly to avoid wind/agitation triggers.
Only use the designated entry/exit points defined during installation.
For homes with pets, install pet-tolerant motion detectors.

The key is having an adequately maintained system tailored to your space. Discuss any lifestyle concerns with our technicians so they design the optimal alarm system and settings around your needs to limit false triggers. Proactive maintenance and appropriate system selection help avoid nuisance alarms.

Why is my keypad beeping after a power outage?

An intermittent beeping sound from your alarm system's keypad following an electrical failure indicates that your backup battery power is running critically low. Please promptly contact our service department at 0867 770 4562 to have the battery replaced.

If my keypad has flashing zone lights, what should I do?

Illuminated zone lights signify an issue with that area's security sensor, typically an open entry point or motion detected where the system is armed. Check that all doors and windows in the protected space are fully closed. Also ensure there is no movement triggering sensors in areas that are currently armed. Once any triggers are resolved, the keypad lights will turn off.

What does it mean if my keypad displays "LOW BAT" and the POWER LED is flashing?

The "LOW BAT" indicator accompanied by a flashing POWER LED means your alarm system battery is either not charging properly or nearing the end of its useful life. Your 12V sealed lead acid backup battery will keep the system operational for 4-6 hours during short-term power outages.
These batteries typically last 3-5 years, but frequent power cuts can shorten their lifespan.

If there is a zone number displayed next to the low battery message on your keypad, that indicates one of your wireless devices may have a depleted battery requiring replacement instead.

When you see a low battery warning, it is advisable to have a technician inspect the system. If you have a service plan with us, the cost is $45 (residential sites) or $75 (commercial sites) for a full diagnostic check. If the original battery alone needs replacing, we provide and install a replacement for just $35. An upgraded deep cycle backup battery providing over 1 week of backup power is available for $696.

Please contact our service department to schedule a repair service call. They can be contacted via the ‘Request Service’ function on the Safeguard app, calling 0867 770 4562 or emailing customercare.alarms@safeguard.co.zw

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LCD KEYPAD

IDS LCD Keypad Bypass

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IDS LCD Keypad Disarm

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LED KEYPAD

LED Keypad UN Bypass

LED Keypad Bypass

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LED Keypad Disarming

Servicing:
Quarterly/ 6 monthly/ yearly/ on request.

Service Charges:
Service Charges include time, mileage, and sundries. Equipment repairs/replacements are for the client’s account unless covered by the guarantee.

Notification of routine service:
Safeguard will advise the client in writing at least two weeks in advance of the service date. If there are any changes in date the client is to contact Safeguard at least 24 hours in advance to reschedule.

Spares availability:
Alarm equipment is usually available ex-stock.

FAULTS -Response to fault reports

Monday – Sunday
Any report received during the day will at least be attended to before the end of the following day. When reporting a fault/requesting service you must ensure that you receive a reference number for the report. This will ensure that it has been correctly logged.

After hours
A duty manager is on call after hours seven days per week. A General Manager and Managing Director are on call to assist him if necessary. The Manager is on call to provide telephone assistance, but, if necessary, will visit the site to assist.

Control Room Action
If the reported fault is not resolved on the phone, a work order is generated and handed over to operations for allocation to a technician to attend the following day. Use the Safeguard Security Application to book a service, Click on Setting tab on the top left corner of your screen, Select company, and request for service. Drop down Site select the site, drop-down Faulty option select the type of fault and type in any other comments in the description box and click submit.

Charges for callouts
All after-hours call-outs are for the account of the client at double the normal rate for labour including Public Holidays. Call outs during working hours are chargeable even if the equipment attended to is under guarantee. Equipment is replaced free if the system is under guarantee but if the fault is due to user error this call out will be chargeable. Guards placed due to a fault with the alarm will be charged even if the system is under warranty. Call outs are charged even if regular servicing is in place but will be credited if the call back is due to a failure in service routines.

Radio links
Charges – radio links are charged in advance. The rental fee covers the immediate dispatch of a reaction team to the premises in the event of alarm activation. If however there are false alarms due to user error e.g. not turning off the alarm before entering a protected zone, a fee will be raised.

Test your Security System
We strongly recommend you test your security system on a weekly basis to ensure it is working. This is important due to the frequency of ZESA power cuts which can affect the efficiency of the system. Use the Safeguard Security Application to self-test your alarm, Select Setting at the top left tab of the screen, click on site tab, select Test My Alarm, choose the test time period enter your application password and your alarm system will go into test mode. To view the test results, click on the inbox option. Regular servicing is also recommended.

Other Services

Are Safeguard's cash-in-transit rates uniform countrywide?

Safeguard's cash-in-transit rates are standardized across Zimbabwe.

What is Safeguard's liability policy if cash is lost or stolen while in your custody during transport or storage?

Safeguard maintains insurance coverage to reimburse clients for any cash losses while in Safeguard's custody, in cases where Safeguard is found liable based on the terms outlined in the Memorandum of Agreement. Clients must submit claims within seven days of discovering such a loss to qualify.

Is the cash-in-transit service offered at night?

Our insurance policy does not cover nighttime cash-in-transit operations. Therefore, Safeguard conducts cash pickups and deliveries between 8 AM and 4:30 PM.

Do you have a provision to count cash for banking purposes?

Our cash-in-transit services include transporting clients' locked and sealed cash boxes to the bank for deposit. We also offer cash counting and wage packaging services onsite.

Do you have enough resources to cater for additional business at short notice?

While Safeguard can accommodate last-minute requests, 24 hours notice is ideal to allow for proper planning and preparation.

What type of equipment do your guards have?

Each guard is equipped with a baton stick, communication radio, handcuffs, torch and a
guard monitoring system with inbuilt panic button. Additional equipment such as metal
detectors and traffic sleeves are supplied depending on nature of the job.

Are your guards well trained

We have an excellent training routine and receive regular input from our customers. With continual review of areas of attention, we have developed a sound training system. We offer basic, refresher and skills training. We also have a registered training school.

How often do you check your guards while on duty?

We have a good routine of supervision, inspection, tracking and analysis to ensure contract performance. Our supervisors check on the guards day and night. Our 24hr control room, also checks on them twice per hour through our radio communication system. We use guard-monitoring units, which are on real time monitoring and our guards do at least two patrols per hour. The client receives a daily report on how his guard patrolled the previous night/day. We provide adequate supervisory staff to ensure a high level of supervision for shift change and routine inspections.

How do you ensure quality of performance is maintained?

We utilize a number of systems to ensure that that we maintain the quality of performance on post, and meet the standards required. This is achieved through:

A closely managed selection process.
Specialist training for site
Pre-deployment Parades and post coverage in every main center
Effective and efficient transport system to assist deployment
Use of Guard Monitoring Units
Detailed Tasking Through a Schedule System
Analytics and Reporting

What time should I get hold of you if I have an issue, question or request?

We have a central control room, which is manned 24hours a day and is the nerve centre of the Safeguard operation. Requests for assistance after hours are dealt with through the control room.

Basic Electric Fence Troubleshooting

Power Supply

Ensure the power cord is firmly plugged into the outlet and switched on. Never power off at the mains, as this can damage the battery.
Check fuses and LED lights on surge protector and transformer, if equipped. The energizer and power supply charge indicator should be illuminated.

Fence Line Inspection

With the energizer on, walk the fence perimeter listening for clicking sounds, which typically indicate an issue. Identify the general area of fault before turning energizer off to inspect.

Common Issues

Vegetation – Remove any plants touching wires.
Foreign Objects – Detach any items contacting wires, including razor wire, debris, dead insects, etc.
Dropped Wires – Reattach any wires that have detached from the insulators.

Gate Alarm
If installed, disable gate alarm at isolator switch during troubleshooting to avoid triggering.

Reporting Issues
Only report unresolved electrical faults to Safeguard Engineering after completing the above basic checks first. Fees will apply if the issue could have been addressed following the troubleshooting advice given above.

Warranty
Systems have a 12-month workmanship warranty. Power surges, natural events, and batteries are not covered. Callout fees as stated by the Sales Representative at installation will apply for engineer dispatch.