Choosing a commercial security provider is one of the most important decisions you will make for your business. Not all security companies are built equally, and this is something to watch out for as you’re shopping for a security company to use. The good ones, for example, should offer transparency around monitoring, service, and system ownership, as well as ongoing support.

Finding a great security provider means doing research and asking all of the right questions to make sure that you have the level of coverage you need, and your business is safe.

Questions about monitoring and emergency response

If your business’s security alarm goes off at 3 AM, the quality of your monitoring center, and their response protocols is the only thing that matters. So these questions should be at the top of your list:

Where is your monitoring center located, and is it UL listed?

UL (Underwriters Laboratories) is “the gold standard for technical excellence and reliability for security monitoring.” UL certification means that it meets rigorous standards for equipment, staffing, and training. Then, knowing that the company of your choosing doesn’t outsource monitoring to a third-party, ensures that your business is providing a higher level of care, and personalized service.

What is your average response time when an alarm triggers, and how do you verify alarms before dispatching?

Fast response isn’t the only thing that matters when considering who to choose for security services. You also need to ensure that their protocols are up to standards, so that false alarms don’t get called in. This wastes the time of emergency services, and can rack up fees. Towns can charge fees for false alarms, all towns are different and have their own fees, so making sure that the company you choose has proper verification protocols in place is incredibly important.

Who monitors my systems after hours, on weekends, and during holidays?

Break-ins, fires, and emergencies don’t happen on business hour schedules, so knowing that your security company is watching at all times, even on weekends and holidays is one of the most crucial points to validate. Get confirmation that professional monitoring is happening 24/7/365, by the same monitoring center who knows your building, and that staffing levels are maintained even on holidays.

What preventative maintenance and inspections are included, and what costs extra?

Regular maintenance prevents failures and keeps systems compliant long term. Some companies charge for every interaction, and others include inspections in their service plans. Some systems require constant maintenance to keep up to code, and make sure your business is ready for any safety or security event. Also, be sure that your company offers pro-active maintenance, and inspections as needed.

What remote services do you offer, and can I manage my system from my phone?

Modern businesses need remote access so that they can arm and disarm, view cameras, and manage access at any time from anywhere. Remote capabilities remove the need for on-site visits, and is especially critical for multi-location businesses. Ask about whether they have a mobile app with full system control, a web based portal and remote viewing.

Who owns the equipment you install, and what is the contract length?

Some companies retain ownership of equipment even though it’s installed in your building. If you cancel their service, they might end up removing your equipment, which affects your flexibility to switch providers or modify systems. Similarly, long contracts will lock you into an ecosystem even if the service deteriorates. Sometimes early termination fees can cost thousands, and your business needs might change, so flexibility matters.

What backup communications do you use, and what happens if internet or phone lines go down?

Primary communications can fail, whether it’s from internet outages or power failures. And without backup, systems can’t reach monitoring centers in critical moments. Many security services ensure continuous protection through cellular backups and batteries. This should be the standard, so ensure that your provider is offering backup services.

The right commercial security provider should answer every one of these questions clearly and confidently. If a company evades questions, it is your signal to keep looking. Your business’s security is too important to hand off to a company that dodges your most important concerns or could potentially be cutting corners to keep you safe.

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