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Q. How secure is my access to the e-link service?
A. User access is via a secure web browser using 128-Bit encryption and an SSL Certificate for your security. This is similar to online banking and payment service websites.
Q. What happens if I can not access e-link for any reason and I need to advise of an update or change to my emergency contacts (for example if any systems are inaccessible?
A. Simply call your local Signature branch. Our Alarm Response Centre is available 24 hours 7 days a week and can assist with any urgent requests. You can also write or fax us.
Alternatively you can visit our online Customer Care section to provide the details using our online forms. These will be responded to by our team in normal business hours and they will contact you to verify the information before making the change (these website forms are not password accessed).
You can update your emergency contact details, open/close times or you address, telephone number or email online.
Q. What if I lose my log-in details or the details do not work?
A. We can reissue log in details to authorised persons.
Please note that after 3 unsuccessful attempts at log-in, your access will be temporarily suspended and you will need to contact us also to have these reissued.
Email us at elink@signaturesecurity.com.au in Australia and elink@signaturesecurity.co.nz in New Zealand with your business name and contact details. Our team will then contact you to assist you reset your login information.
Q. Is there a charge to have e-link access for my business?
A. Depending on the type of access and service you require there may be a charge for e-link. For some customers, this will form part of your total monitoring solution charges.
Please contact your local Signature Security branch and a security advisor can assist you with the options that are suitable for your needs.
Q. Do I need special software or specific system requirements to be able to access e-link?
A. E-link operates on Microsoft Internet Explorer 6.0 and above. While likely in the future, there is no current support for other browser types such as AOL, Mozilla Firefox and Opera.
Q. Is there a limit to the number of individual users I can set up in addition to my group access? I am a Retail Security Manager and as well as overseeing all stores, would like each Store Manager to have access to their own property information.
A. There is no limit to the number of sites that can be included in one group access. There is also no limit to the number of individual access log-ins that can accompany your group access.
Q. I currently receive activity reports by email. How does e-link differ?
A. E-link offers access to activity reports and other data – as and when you need them. You no longer need to wait for Signature to send these to you each week or month. With group access to a number of properties, you can also see at a glance all the information and history on your sites as they occur – allowing you to stay fully informed of important data and access information for your business security.
In addition the E-link service means you can review and update your emergency contacts online – as changes are required and without the need to call or write to us, saving you time and ensuring changes are received and processed within 24 hours of your request.
Q. How do I know if my online request to change details has been actioned?
A. Within 24 hours you will be advised by email confirming your request has been actioned, or any changes required.
Changes to emergency contacts and other information directly impact your security and how you require Signature to respond to any alarm event. Our staff will review your online change request to ensure it meets accepted response requirements and will aim to identify any obvious errors (for example, incomplete telephone numbers).
When completing these changes please take care in ensuring the information provided is accurate and complete.
Q. When I request alarm reports, how long are they available to me?
A. You can view, print and download any requested reports from e-link and retain them in your own files as long as you require.
In your e-link Report Box, each report will automatically expire three months after the request date and be removed from your e-link Report Box on expiry. You can also delete reports in e-link at any time prior to them being removed.
Q. What if I move my business to a different location or want to open up another site?
A. Contact your local Signature branch when you require these changes and they will assist in updating e-link to reflect your new requirements.
Q. Who do I contact for help?
A. For technical and support queries relating to e-link access or functions, you can email us at elink@signaturesecurity.com.au .
For any general enquiries regarding your alarm information or monitoring service please contact your local Signature branch.
Q. Why can’t I change some information – for example my property address or zones?
A. There is certain information about your property security that requires a licensed technician to complete on site to ensure communications with our Alarm Response Centre are programmed accurately. Your zone information is an example of this and is based on the installation and/or subsequent changes that have been established.
Static information such as the customer name and property address where the alarm is located can not be changed in e-link. This information is established on monitoring commencement and is critical to correct response procedures and actions we take in the event of an emergency.
Q. I would like to change my scheduled times. How can I do this?
A. You can view your existing scheduled times using e-link. Where you require temporary or short term changes (up to 60 days) you can let us know by using the ‘Temporary note’ function in e-link.
Your permanent scheduled times are established in consultation with you to ensure an acceptable ‘window’ of time is included so you do not receive unnecessary calls from our Alarm Response Centre. If you would like to make permanent changes to your scheduled times please contact your local Signature branch.
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