Frequently Asked Questions

“How does it work?”

We have posted a short video showing how the equipment works. To watch the video please see our “How it works” page.

“Who gets called if I push my button or activate the fall detector?”

There are two scenarios that will play out in the event of an emergency when our customers use their system, please see below:

• Scenario #1: The person is not “close” to the unit when the call is activated; maybe they are in a back bedroom or possibly outside in back yard and cannot have effective conversation with our operator via the base unit. In this event our operators access that account’s unique call list which is established with the customer at the time of installation. This call list is designed by our customers and usually contains family members, neighbors, or friends in to be called in a specific order.  Please note that this call list also specifies at which point in the call list the paramedics should be dispatched.
• Scenario #2: Our client is within range of the base unit and can effectively communicate with the operator. In this situation the operator follows the client’s instructions i.e. dispatch emergency services immediately or call a specific person on the call list. Our operators do stay on the line with the client until helps arrives.

“Who gets called if the inactivity motion detector is activated or a missed wellness check occurs?”

There are two scenarios that will play out in the event that these “non emergency” situations come about. Please see below:

• Scenario #1: The person is not close to the unit when the call is activated; maybe they are in a back bedroom or possibly outside in back yard and cannot have effective conversation with our operator over the base unit. In this event our operator goes to that account’s unique call list which is established with the customer at the time of installation. This call list is designed by our customers and usually contains family members, neighbors, or friends in to be called in a specific order.
  • Please note that paramedics are not dispatched on “non emergency events”
• Scenario #2: Our customer is within range of the base unit and can effectively communicate with the operator. In this situation the operator follows the client’s instructions i.e. “don’t do anything because I am fine”, or “please call my daughter because I am not feeling well”.
  • Please note that paramedics are not dispatched on “non emergency events”

“How do the paramedics get into my home”?

There are three options here:

• #1 Allow the paramedics to use forced entry to gain access into the home (otherwise known as “breaking and entering”)
• #2 Hide a key to your front door and supply us with a description of where that key is hidden. In the event that the paramedics must be dispatched to your home we can supply them with the description of where that key is hidden.
• #3 Purchase a lock box, available from us or your local hardware store, and lock the front door key inside of the lock box. Much like the hidden key location description you will need to supply us with the combination to the lock box. Again, in the event that we dispatch the paramedics we will supply them with the combination to the lock box so that they may gain access to your home without having to break in.

What are the advantages of choosing Signal Alert over other providers?

Because we are genuinely connected to our mission. If you choose to do business with us you will never have to deal with a barrage of 1-800 numbers and random people at different extensions that you will never talk to again. We care about our customers after the sale and we keep in touch. If you need service or have a question about your system you can call me, Jason Caldwell (operations manager) and if I am unavailable you can speak with Michael Caldwell (owner). If you have an issue with your bill you can talk with my sister, Melissa Steffan, who runs our books. We want you well aware that we are a family business helping other families to live without worry.

Please note that our monitoring service is 24/7. While Michael, Melissa, and I do have office hours, the central monitoring station is nonstop operation that provides coverage 24 hours a day, 7 days a week, 365 days a year.

Where are you located?

We are located in beautiful Albuquerque New Mexico. Our address is in the bottom right corner of every page in case you need to mail us something.

I don’t live in Albuquerque but I want to purchase your services, now what?

Until our website is accepting on-line orders we are asking that you call us directly. We will ask for an e-mail address to which we can send some required information and a physical address to which we can send the equipment to. The process is pretty seamless after that.

Do you sell or lease your equipment?

All of our equipment is leased to our customers. If service is cancelled we pick up the unit ourselves (if it is located in the greater Albuquerque area) or we pay for you to ship it back to us.

Do you require contracts?

No, all of our services are provided on a month to month basis.

What do I need to have in my home in order for your equipment to work?

Customers need to have standard AC power and a standard telephone line (sorry our equipment doesn’t work well with VOIP (voice over internet protocol) or Vonage telephone services).