F.A.Q.

Frequently asked questions

ARMED RESPONSE

NEW PROPERTY

TECHNICAL

BILLING / ACCOUNTS

ALARM MONITORING

Frequently asked questions for

armed response

How long will it take the armed reaction vehicle respond?

At ASK security we are constantly trying to improve our reaction times and aim to respond within 5 minutes. As a guide, however a reaction time of up to 15 minutes is regarded as acceptable by the south African intruder detection services association (saidsa) and the private security industry regulatory authority of south Africa (psira) of which ASK security is a corporate member.

I have been told that the best way to test your reaction time is to press my panic button, is this true?

We strongly discourage this practice. A panic signal is the highest priority signal and should only be activated in an extreme emergency. One of the biggest problems facing the armed response industry is false alarms. In fact, most call outs we attend to are false alarms – this impacts dramatically on our ability to attend to real emergencies.

I see reaction cars parked on the side of the road, why do they not patrol all the time?

While we do encourage our officers to patrol, it is not physically practical for a response officer to drive continuously for the full 12-hour duration of their shift. They do need to take a break occasionally and when they do they are required to stand-down at a central location from which they can respond.

Does the reaction officer have powers of arrest?

The response officers have the same legal rights an ordinary citizen. They are however well versed in the criminal procedure act and know when and where they can exercise their rights.

Will the reaction officer escort me into my property if I am nervous?

Yes. ASK security clients all enjoy the benefits of an armed escort service. Our response officer will meet you at your gate and ensure that you are safe. We do however request that that you give us sufficient notice of the request (half an hour) and understand that alarm activations will always take priority.

Can ASK security guarantee its reaction time?

Given that number of variables at play we believe that is would be irresponsible to offer such a guarantee. What we can guarantee is that the entire process is governed by our internationally recognised iso 9001:2000 quality control system.

What is the crime rate currently like?

Burglaries into homes are usually not during the week but mostly on weekends and criminals mostly target houses that are occupied and where the alarms are not armed.

How safe are vehicles in the area?

During the week vehicles, do not normally get broken into but mostly on weekends. This is also the time when petrol thefts occur.

In an emergency, what number do I call for ASK to assist me?

The 24hour response cell numbers for each department is to be contacted in case of emergency or cancelling false alarms.
Kleinmond: 082 345 5305
Betty’s Bay: 071 135 9029
Pringle Bay: 072 345 3041
Rooi Els 079 891 1624: (Between 18:00 and 06:00 only, alternatively contact Pringle Bay)
Our 24-hour landline number may be utilized day and night but we normally recommend it to be used during normal office hours for general enquiries.
Central Switch Board 028 271 3116  

How many ASK reaction vehicles are available in the area?

Each department has a single operational vehicle with a standby officer for back up in the relevant department (we have 4 departments) and a manager on standby duty as well for the entire area for emergencies.

What do I do if I have an emergency?

Pushing your panic button will alert our control room about your emergency immediately. Alternatively, you can call our emergency line on 028 271 3116, and supply them with your details.

I have dogs on my premises, do I need to notify you of this?

Yes, please notify your local branch in writing via e-mail on This email address is being protected from spambots. You need JavaScript enabled to view it. or via fax on 028 271 4503. Please include your name, surname and account number and inform us if the dogs are vicious.

How often do ASK security vehicles patrol my area?

All ASK armed response vehicles patrol as often as is operationally allowable between call outs and try to maintain high visibility during peak times. All vehicles are equipped with and are continually monitored through a state of the art on-line satellite tracking system.

Are ASK security vehicles allowed to speed and use sirens and flashing lights when responding to signals?

ASK security must comply with the traffic act that prohibits the above.

What do I do if I need an additional sign board or if I need to replace my sign board?

Contact our customer care department on 028 125 0050 to arrange this.

What do we do if we recently had a burglary and the insurance company requires a report?

Please send your request to our branch co-ordinator via email to This email address is being protected from spambots. You need JavaScript enabled to view it. and/or our general manager via email to This email address is being protected from spambots. You need JavaScript enabled to view it.

Why do you not phone when our alarm goes off or activates?

We have an automated control room, the signals are sent directly to the officer on shift, he then responds to the premises immediately and if there is sign of something being wrong at your house, the officer will contact you accordingly to inform you on what the situation is, we believe in time saves lives.

Do you as company have offices in each area?

Yes, we are the only company in the area that has an office and control room in every area and a satellite office in Rooi Els.

Are all your staff qualified?

Yes, all our staff are qualified according the psira regulations and all our staff get in house training on a regular basis.

Frequently asked questions for sales

new home owners

I have moved into a house that has an ASK alarm system. How can I get connected to make use of your services?

Contact our technical department on 028 271 3116 or 028 125 0050.

I have an alarm system and want to connect to ASK to make use of your services. How do I do this?

Contact us on 028 271 3116 or 028 125 0050.

I want to add additional protection to my existing alarm system. Who do I contact?

Contact our technical department on 028 271 3116 or 028 125 0050.

We require a cctv system for our premises. Who do we contact?

Contact our sister company ASK internet technologies cc on 028 125 0047.

We require a wi-fi for our premises. Who do we contact?

Contact our sister company ASK internet technologies cc on 028 125 0047.

Frequently asked questions

Technical

What is the cost of installing a security system?

There is no one-size-fits-all system. One of our trained technicians will meet with you and provide a written estimate for a system tailored to meet your specific needs.

My code didn’t work, what should I do?

Take a deep breath and try your user code again. If this doesn’t work or you continue to have this problem, it could be that your keypad buttons (or a certain one) is damaged from repeated use. Solutions would be to replace the keypad and change the user code to avoid using the same digits repeatedly.

What does it mean when my keypad is not ‘ready?’

This is the keypad’s way of telling you that there is a condition present affecting one or more of the security devices and the system is not ready to be turned on. It will require that you correct the condition before the keypad will allow you to arm or turn on the system. Common devices to check are the door/window contacts, when the window or door is still open. A motion detector may be sensing some form of movement.

How do I “bypass” a zone?

On most systems, you can simply enter your user code then press “bypass” and then the zone number. This is useful if you want to leave a window or door open or temporarily exclude a zone from being armed. This will reset when the system is disarmed and must be re-entered each time you want to bypass a zone. Consult your user manual for specifics.

I cannot arm my alarm system because I cannot get a zone to close.

First check that all the doors and windows are closed and that no one is moving in front a motion detector. If everything is in order and the zone remains open it could be a faulty detector or door or window contact. You can still arm the system but you should bypass that problem zone. Notify ASK technical services at your earliest convenience to discuss the problem or schedule a service visit.

What do I do if my system needs service?

Call a ASK customer care representative who will arrange to have your system serviced if the problem cannot be solved over the telephone.

What do I do if I accidentally set off my alarm?

You can cancel the audible alarm by entering your user code properly. This should clear your system and switch it to “ready” mode. The control room may still make a courtesy call to you, but not despatch armed reaction if a “cancel” signal is received.

Do I need a home phone line to be monitored?

No. We conduct our monitoring via vhf radio frequencies.

Does my home need to be pre-wired to have a security system?

Having wiring already in place certainly simplifies the install and can help us protect doors or windows that are inaccessible after construction is completed. However, wireless technology is very reliable and can be used seamlessly in most systems.

Will I own the equipment?

Yes. Owning the equipment reduces your cost of paying monthly equipment leasing fees that many other companies charge. Summit security company equipment includes a one-year labour and parts warranty.

What do I do if I have a technical problem with my alarm?

Please refer to the alarm system user guide section for more information on your alarm system. Alternatively, you can contact our technical servicing department on 028 271 3116, to book a service call. Calls can be logged with our control room after-hours, but we suggest that calls are logged directly with the technical department during office hours. For prompt assistance, please ensure that you have your account number available.

What do I do if I have a technical problem with my alarm system and ASK is not my installation company?

You need to contact the installation company directly or if you do not have their contact details, you can contact our technical department on 028 271 3116, for assistance.

What are my responsibilities as a client, to ensure that my alarm is working properly?

As per the service agreement, we require you to test your alarm system comprehensively at least once a month to ensure that our control room receives all radio signals.

How long before I go away on holiday do I need to test my alarm?

You need to test your alarm system at least once a month to ensure that our control room receives all radio signals. This is recommended during non-peak hours. If you are going away on holiday and you haven't been testing your alarm regularly, we advise that you test your alarm two months in advance, to prevent a delay in attending to service calls. This is especially important during our peak period in November and December, when we experience an influx of service calls.

What does the technical call out fee cover?

The call out fee covers the technician's first hour of labour. Parts and/or equipment are excluded from this fee and additional labour will be charged per hour or part thereof, per the standard company rates.

What do I do if I need a technician to attend to my problem urgently, and you don't have an appointment available on the same day during business hours?

You will be able to request an after-hours service call, which will be charged at the current after hours’ rate.

Watter knoppie druk ek op die remote?

Die standaard is as volg: rooi –paniek, groen – alarm aan/af, blou – gewoonlik stay arm maar in baie gevalle garage/hek.

Wat is my kode?

ASK hou nie rekord van kliente se kodes nie.

Hoeveel kos ‘n alarm stelsel?

Dit hang af van baie faktore, wat u wil he, hoe groot die huis is, hoeveel u wil spandeer ens.

Daar is ‘n ‘trouble’ op my keypad, wat maak ek nou?

Stelsel wys dat daar iets fout is, gewoonlik met die krag toevoer te doen, battery wat pap word. Baie keer die tyd wat uit is – nie krities vir die werking van stelsel.

Hoe kan ek die alarm aansit as ek wil gaan slaap?

Deur die stay/sleep funksie te gebruik of alternatiewelik sekere zones te bypass.

Kan my honde/katte in die huis wees as ek die alarm aansit?

Normaalweg nie, tensy daar pet friendly detectors installeer is.

My blou liggie flikker, wat gaan aan?

Dit is ‘n herinnering dat iets gebeur het in die laaste aktiverings siklus, maw die alarm het afgegaan. Die ‘memory’ indikasie op die keypad sal ook aan wees.

Ek het nie my sms gekry toe ek my alarm aangesit het nie, hoekom nie?

Kan dui op ‘n fout met die stelsel maar baie keer is die probleem op die selfoon network wat buite ons beheer is.

Frequently asked questions regarding

Accounts & billing

How do I update my key holder and/or personal details?

We require any changes to these details in writing. You can either e-mail, This email address is being protected from spambots. You need JavaScript enabled to view it. or This email address is being protected from spambots. You need JavaScript enabled to view it., or fax, 028 271 4503, your details to our customer information services department.

Do I need to notify you if I’m going away on holiday?

Yes, we would advise that you notify us, especially if we need to follow any special instructions while you are away. When our control room phones with feedback on alarm signals, they will always phone the landline first and then the cell phone number, so if we know that you are away from home, we know to contact you directly on your cell phone or any other number specified by you.

How do I upgrade my service to include notification of opening and closing signals?

Contact our technical department at 028 271 3116 or This email address is being protected from spambots. You need JavaScript enabled to view it. and enquire about signing up for our sms notification package.

What are ASK's banking details?

Account name: ASK security cc. Bank: Nedbank account number: 1285106970 branch code: 196005 reference: your ASK security account number. Please fax, 028 271 4503, or e-mail to This email address is being protected from spambots. You need JavaScript enabled to view it., proof of payment to our accounts department to ensure that funds are allocated as soon as possible.

Frequently asked questions regarding

Alarm Monitoring

How long does it take my alarm system to contact the control room?

This depends on which zone was activated. Certain zones are programmed to have a time delay to give the user sufficient time to disarm the system to prevent a false alarm. In this case, it depends on how much time was programmed into the system when it was originally installed, but can range from a few seconds up to a few minutes. Most zones will be set to “instant”, in which case it takes only seconds for the alarm to report to the control room.

What if I accidentally set my alarm off?

Simply enter your four-digit user code to turn off the siren. Contact your relevant ASK security branch (central number 028 271 3116, listen to the relevant voice prompts) and report a false alarm, and cancel the armed response.

What happens if I cannot be reached in case of an alarm?

At the time of the alarm installation or system take-over you provided us with an emergency contact list of two or more individuals (keyholders) that will be contacted in case you cannot be reached.

Why did ASK security not phone us when our alarm activated?

Our policy and the core function of our service is based on a physical reaction by vehicle to the premises to investigate. The client may cancel the false alarm by contacting the response officer on the 24hr cell number.

Why do I need a monitoring service? Won’t the siren noise be enough protection?

With a monitored security system, both you and the authorities will be notified. Additionally, if you are not at home or there’s a fire or a non-burglary related emergency, an unmonitored system is ineffective for obtaining necessary help.

What if I have a question that isn’t addressed here?

Contact ASK security cc directly at 028 271 3116 or This email address is being protected from spambots. You need JavaScript enabled to view it. and we’ll be happy to speak with you.