WELCOME TO BTS TECHNICAL SUPPORT We are sorry you are experiencing difficulty today. Please allow us a few minutes of your time to determine how we can help you. Once your tech support ticket has been entered, BTS will get you routed promptly to an appropriate person for support or service.Client Name:Client Location:Contact Phone #:Contact e-mail: What system are you having trouble with today?Alarms (Burglar, Smoke, Medical, Panic)CamerasMusic & VideoSmart ThermostatsSmart LightingSmart Door LocksNetwork & WiFi ConnectionsOtherSelect one system from the list provided. You will be given an opportunity later to submit a second support ticket in this session, if necessary. Alarms (Burglar, Smoke, Medical, Panic)The following form is designed to quickly gather important information about the status of your alarm system. A list of common issues appears below. Select all that apply. Respond to the follow-up questions the best that you can. If you don't know the answer to a question, simply move on. After we receive this form, you will be contacted by BTS. If we need anything further, we will work with you at that time. No display on KeyPad. Keypad does not light up when touched.YesNoThe * is blinking on the LED display. Press the [*] button on the keypad.What message is on the display?AC Power FailureLow System BatterySensor SupervisorySensor TroubleSensor Low BatterySensor TamperPhone Failure TroubleReceiver InterferenceReceiver FailureMemory FailureAuxilliary Phone TroubleAuxilliary Power FailureBus FailureSelect one message from the list provided. Enter the sensor number that appears in the message. Sensor ## Low Battery.Enter the sensor number that appears in the message. Sensor ## Tamper.Enter the unit number that appears in the message. Bus Failure ##The keypad is sounding/beepingTrouble beeps - 5 short beeps that occur every minute This indicates that there is a problem with your system that requires immediate attention To temporarily silence the trouble beeps, Press [DISARM] and enter your Code. To prevent the user from relying on a system that is not working properly, Trouble beeps will recur every few hours until the problem is resolved.Exit Delay - Occurs after you enter your code to arm the system. 2 beeps (Stay) or 3 beeps (Away), followed by 1 beep every 4 seconds, followed by 10 seconds of quick beeps (indicating end of exit delay) followed by 2 beeps (Stay) or 3 beeps (Away) (Entry/Exit doors are now armed)Entry Delay - 2 beeps every 2 seconds, followed by 2 beeps every second for the last 10 secondsChime - 2 beeps whenever a protected door or window is openedChime on Close - 1 long beep when a protected door or window is closed.Protest - Repeating pattern of 1 long beep, followed by 1 short beep, followed by 1 long beepOtherSelect the sound pattern that most closely describes what you hear.Describe the sound patternSensor(s) are sending trouble message(s) or triggering false alarm(s).Tell us the location of the faulty sensor(s) (include the zone # if you know it):Back door Zone(2), Living Room Window (zone5), Basement SmokeHas this happened more than once?YesNoAbout how long has the system had this problem:About how many times has the system sent an alert or false alarm:Please enter a number from 1 to 99.When did this happen?Help us find an entry in the system log file. Provide a day and time frame. For example you could enter Last Tuesday Evening or 1/1/2019 around 2:00pmI cannot ARM the systemIs the keypad displaying PROTEST with continuous 2-beep sound?YesNoConfirm that all protected doors and windows aare closed. If the keypad continues to display PROTEST press # on the keypad to bypass the zone. The system will ARM but the bypassed zone will not be protected until the problem is resolved.ARMING levelSTAYAWAYAre you arming to STAY (secure the perimeter of the building only) or AWAY (secure the perimeter and the inside of the building)Describe the situationI want to confirm that my alarm monitoring is working.I need assistance sending a test to COPS Monitoring.I want to confirm or change information on file with COPS Monitoring.The emergency contact listThe account passcodeSpecial instructions for entering my propertyI need a Certificate of Monitoring for my insurance companyOtherWhat information do you need to update on COPS?I need assistance modifying system attributesSet Date/TimeAdjust the brightness of the keypadAdjust the loundess of the keypadARM/DISARM the system silentlyAdd/Remove a userAdd/Remove a CHIME zoneProblem not listed How can we help you?:File Thank YouTo submit your ticket, hit the SEND button below. Your Support Ticket ID: 10/26/2020 For assistance completing your Technical Support Ticket, dial 302.428.6080.