FAQ
F.A.Q.

FREQUENTLY ASKED QUESTIONS

Armed Response

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.
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.
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.
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.
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.
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.
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. We would also recommend that your security is assessed at least once a year as criminals are ingenious and they have learned methods on how to bypass certain kinds of detectors. We have a full range of updated detectors that improve security in your property or business.
During the week vehicles, do not normally get broken into but mostly on weekends. This is also the time when petrol thefts occur.
We now have a dedicated control room which operates 24/7 and after the controller has already dispatched the response unit to your property they will then contact you when your alarm activates. However you may contact the control room out of your own if you wish to cancel the response callout if you have made a mistake. For general enquiries you may contact the central switchboard on 028 271 3116 and press option 2 for reception. The number to contact is 028 271 3116 and press option 1 on the menu. If you require assistance from the response officers or there is an emergency we would recommend that you press your panic button. In this way the control room will dispatch the response immediately and then contact you to obtain details of the nature of your emergency.
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.
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.
Yes, please notify your local branch in writing via e-mail on admin@asksecurity.co.za or via fax on 028 271 4503. Please include your name, surname and account number and inform us if the dogs are vicious.
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.
ASK security must comply with the traffic act that prohibits the above.
Contact our customer care department on 028 125 0050 to arrange this. Every client receives at least 2 signboards per property and these remain the property of ASK Security. Additional boards are charged for at R90.00 per board.
Kindly send your request to our General Manager via email at johan@asksecurity.co.za
Yes, our dedicated control room is situated in Kleinmond together with a response department. Further, in the towns of Betty’s Bay, Pringle Bay and Rooi Els we have a satellite office in each one with a dedicated response team in each.
Yes, all our staff are qualified according the psira regulations and all our staff get in house training on a regular basis.

New Property

Contact our Head Office on 028 271 3116 or 028 125 0050 and you can request a contract to be sent to you either via email or in person. You may also request a representative to meet with you to discuss your specific security requirements.
Contact our Head Office on 028 271 3116 or 028 125 0050 and request that a representative contact you with an appointment to perform a security assessment for you.
Contact our Head Office on 028 271 3116 or 028 125 0050 and request that a representative contact you with an appointment to perform a security assessment for you.
Contact our sister company ASK internet technologies cc on 028 125 0047.
Contact our sister company ASK internet technologies cc on 028 125 0047.

Technical

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.
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.
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.
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.
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.
Call a ASK customer care representative who will arrange to have your system serviced if the problem cannot be solved over the telephone.
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.
No. We conduct our monitoring via vhf radio frequencies.
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.
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.
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.
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.
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.
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.
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.
You will be able to request an after-hours service call, which will be charged at the current after hours’ rate.
Die standaard is as volg: rooi –paniek, groen – alarm aan/af, blou – gewoonlik stay arm maar in baie gevalle garage/hek.
ASK hou nie rekord van kliente se kodes nie.
Dit hang af van baie faktore, wat u wil he, hoe groot die huis is, hoeveel u wil spandeer ens.
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.
Deur die stay/sleep funksie te gebruik of alternatiewelik sekere zones te bypass.
Normaalweg nie, tensy daar pet friendly detectors installeer is.
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.
Kan dui op ‘n fout met die stelsel maar baie keer is die probleem op die selfoon network wat buite ons beheer is.

Accounts

We require any changes to these details in writing. You can either e-mail, accounts@askgroup.co.za or admin@asksecurity.co.za, or fax, 028 271 4503, your details to our customer information services department.
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.
Contact our technical department at 028 271 3116 or regardt@asksecurity.co.za and enquire about signing up for our sms notification package.
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 accounts@askgroup.co.za, proof of payment to our accounts department to ensure that funds are allocated as soon as possible.

Alarm Monitoring

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.
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.
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.
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.
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.
Contact ASK security cc directly at 028 271 3116 or info@asksecurity.co.za and we’ll be happy to speak with you.
COVER AREAS

- Rooi Els | Pringle Bay | Betty's Bay | Kleinmond -