What does Pyronix Guard Response provide?
The feature allows users to send a guard to their property through HomeControl2.0 when they receive
an alarm event from their alarm system. The guard will perform a perimeter check of the property,
send a report to the end user, and carry out tasks depending on the outcome of the property check
(false alarm or genuine break in). Users signing up to the service get two callouts included each year.
What are the benefits of Guard Response?
By identifying the nearest available guard, our service aims to have a professional SIA approved guard
on site within 30 minutes. In the unlikely event we do not reach the property within 30 minutes, the
callout is free, and will not use one of the two included credits as part of the subscription. If there has
been a break-in, the guards on-site can manage the situation until a key holder arrives, the police
arrive, or the property is secured.
What are the requirements for Guard Response?
Customers who have a compatible alarm panel will be able to activate guarding features, through
HomeControl2.0, providing their postcode is within the covered area.
How long is the standard contract period for the guarding service?
The contract is for a 12 month period which covers two callouts.
Does Guard Response cover my location or area?
When signing up to the service, there is a coverage checker where you enter your postcode and check
the coverage of the service. If there is coverage, you proceed through set up of the feature, if there is
no coverage, you can submit a request to Pyronix to cover that area. We cover 95% of the UK
population, which means cities, suburbs, and surrounding areas are typically covered. We won’t sell the
service to you, if we can’t reliably cover your area.
How many callouts do I get per year included in my annual subscription?
As part of the subscription, users receive two callouts per year.
What happens if I get a notification, but I have used my two callouts already?
If you have used your two annual callouts, you will have the option to make an on-demand payment
to send a guard out to your property.
How many additional contacts can I cascade alerts to?
You can select up to three additional contacts to cascade alerts to in the event that the primary user
doesn’t acknowledge the alarm event and make a choice to send a guard or not.
How do I set up my additional contacts?
To add or edit your trusted contacts, start by opening the settings from the homescreen (tap the
hamburger icon in the bottom right). Next, select ‘Guard Response Settings,’ choose the appropriate
panel, and then tap ‘Edit Trusted Contacts.’ To add a new contact, press the red plus button in the top
right corner.
Please note: All trusted contacts must have the app downloaded and a PyronixCloud account.
– 5 –
What happens if I or my additional contacts do not acknowledge the alarm event
notification?
If neither the account holder nor any additional contacts acknowledge the alarm event for a period of
90 seconds per user; thereafter a guard is automatically sent only on a confirmed activation (two or
more zones activated).
Are the guard companies licensed?
All security guard services used are certified by the SIA scheme. All guards deployed are SIA licensed,
and security screened to the highest standards in the UK.
How is Guard Response different from Police Response Alarms?
A police response alarm requires a URN from your local police service and two services from a
professional installer annually. Also, if you have two false alarms within a short period you may be
removed from police response service. This means police response alarms can cost up to 70% more
than Guard Response. Police typically deprioritise burglar alarm response over other emergency
service requests due to budget cuts, staff shortages, and other emergencies.
How is a Guard Response different from professional key holding service?
Professional key holding services are frequently provided by various security guard firms in accordance
with British Standard BS 7984. This generally entails the secure storage of keys within security vehicles,
allowing these companies to access properties in response to alarm activations. The average annual
fee for this service ranges from £300 to £500, in addition to callout fees that can vary between £30 and
£100 per visit. This pricing also does not include any service charges related to intruder alarm systems.
While many customers may not require key holding services, they often seek response services. Hence
the benefit of Guard Response which ensures quick responses to alarms at a much lower cost than
traditional key holding services.
How do I set up this service?
Please contact your installer to set up this service.
How can I tell if the guard has been dispatched or are on their way?
You can see the status of the guard’s response in the app, including:
• Accepted
• On the way
• On the ground
• Completed
• Left site
You can also see the live location of the guard on a map, where they are, and how long it will take to
get to the property.
How can I cancel a guard response?
You can cancel the callout in the app up to 10 minutes after requesting it, which will incur no charge,
or use of credits. However, if the guard is already on site within 10 minutes when you attempt to
cancel, the cancellation will not be possible, and your credit will be charged.
– 6 –
How do I know if one of my contacts has authorised a guard to be sent?
When a guard is dispatched by someone other than the account holder, the account holder will be
made aware, through the app, of who has dispatched the guard. During an event, you will see a
timeline of events (Guard on Their Way etc.), which has indicated a guard has been sent.
Past events can also be viewed by opening the settings from the homescreen (tap the hamburger icon
in the bottom right). Next, select ‘Guard Response Settings,’ choose the appropriate panel, and then
tap ‘View History of Events.’
What will the guard do when they get to my property?
The guard will perform a perimeter check of the property, take pictures of all available sides of the
property, create a report, and carry out tasks depending on the outcome (false alarm or genuine break
in). You will receive a report from the guard after they have completed their check, which will be
viewable in app, consisting of:
• Images taken by the guard of all available sides of the property
• Any written notes taken by the guard
• Type of response (burglary)
This report will be available in the app via a web link.
What will the guard do in the event of a confirmed break in?
If the guard confirms a break in, they will call you and the police. You can then make arrangements for
the guard to stay on site should you wish (additional grounding charges will be incurred), or you can
stand the guard down in favour of someone else locally responding to the property.
The guard took longer than 30 minutes to arrive, do I still pay for this callout?
In the unlikely event we do not reach the property within 30 minutes, the callout is free, and you won’t
be charged. This is only related to the two included callouts included to your subscription. If you pay
for an additional callout, then the 30-minute response time does not apply.
I didn’t get a notification, and a guard was sent as it wasn’t acknowledged, can I get
this callout credit back?
We will only send a guard to site if there is a confirmed alarm, and neither you nor your trusted
contacts have acknowledged the alarm event in time.
I’m moving home, can I transfer my subscription to my new address?
Unfortunately, this is not possible, Guard Response remains associated with the property and panel to
which it is initially registered.
I’m moving home and have not used (both) my callouts, can I get a partial refund for
the months of the service I haven’t used?
No, Guard Response stays with the property and the panel to which they are registered.
How do I renew my subscription?
Please contact your installer to renew subscription.
Are there any other fees above the annual flat fee?
Other than the optional on-demand payment for sending a guard after the two annual credits have
been used, any need for a guard to remain on-site for other reasons may incur additional charges.