WELCOME TO SSU TEAMMATE
Got a question? You are in the right place.
Whether you are a coordinator on the phone with a member right now, a technician in the field, a supervisor, or anyone else on the team
this site has answers. Type your question in plain everyday language. You do not need to know any technical terms.
No question is too simple. No question is too advanced. Just ask.
No question is too simple. No question is too advanced. Just ask.
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ON THE PHONE WITH A MEMBER RIGHT NOW?
Just type what is happening like "member says alarm keeps going off" or "member wants to know why they were charged."
You will get a clear answer with the right words to use. No need to transfer them or put them on hold.
NOT SURE WHERE TO START? TAP WHAT FITS YOUR SITUATION
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Talking to a Member
What to say, how to say it, and how to leave them better than you found them.
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Working with a Tech
Communicating clearly with field technicians, setting expectations, getting the job done right.
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Teammate Situations
Team dynamics, giving feedback, tough conversations — handled with professionalism and respect.
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Process & Procedure
How jobs flow, what the standards are, and what doing it right looks like every time.
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Explain It to Me
Translate technical terms or industry concepts into plain language you can use right now.
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Something's Wrong
System fault, alarm issue, tech problem — step-by-step guidance to figure out what's happening.
Type your question here in your own words
Plain English works perfectly. Ask anything from how to talk to a member, to what a light on the panel means, to what our response time policy is. We will give you the right answer.
QUICK EXAMPLES
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BROWSE BY TOPIC
RESPONSE TIME STANDARDS — AT A GLANCE
How fast the monitoring center is required to act on different types of signals. Useful reference for coordinators and supervisors explaining expectations to members.
| Priority | Signal Type | CS Action | Dispatch | Callback | Standard |
|---|---|---|---|---|---|
| P1 CRITICAL | Burglary / Panic / Holdup | ≤ 30 sec | Immediate | Simultaneous | UL 2050 / CSAA |
| P1 CRITICAL | Fire / CO Alarm | ≤ 30 sec | Immediate (no verify) | After dispatch | NFPA 72 / UL |
| P2 HIGH | Medical / Duress | ≤ 60 sec | ≤ 60 sec | Concurrent | CSAA Grade AA |
| P2 HIGH | Perimeter / OOS | ≤ 90 sec | Per CS protocol | Before dispatch | CS Policy |
| P3 STANDARD | Supervisory / Low Battery | ≤ 5 min | Tech dispatch | Within 4 hrs | UL / Dealer SLA |
| P3 STANDARD | Trouble / Tamper | ≤ 5 min | Non-urgent | Within 8 hrs | Dealer SLA |
| P4 INFO | Open / Close | Log only | N/A | N/A | Dealer Config |
| P4 INFO | Test / RDT | Log only | N/A | N/A | CS SOP |