Dear Security Partners Dealer:
This is a follow up reminder from our 8/31 notification that the migration staging will begin this evening, Wednesday, September 8th, at 8PM EDT:
Here's what to expect:
FINAL DATA EXPORT & MIGRATION:
WEDNESDAY, SEPTEMBER 8TH - TUESDAY, SEPTEMBER 14TH
- The Manitou dealer access system at Security Partners will be taken offline Wednesday, September 14th at 8PM EDT for the final data export.
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At about 6 AM on 9/15, the Manitou system will back online for view-only access. Manitou will remained locked for editing going forward to ensure the current data is accurately moved to the COPS Generations system.
- The Security Partners BoldNet mobile app will be available for history and placing accounts on test.
- The COPS Generations system and MPower will be available in a view-only status, but will be locked for editing until the migration is complete.
- Monitoring will remain at Security Partners during this final data migration process.
- All account adds, changes, deletes should be faxed or emailed:
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MONITORING MIGRATION:
LATE MORNING: TUESDAY SEPTEMBER 14TH
Barring any unforeseen circumstances, the process of moving monitoring from Security Partners to COPS is scheduled to begin on Tuesday, September 14th.
PLEASE NOTE: The migration is a process, which means it will not happen all at once, and is likely to take at least several hours (if not a few days) as we verify the rerouting of traffic.
The migration of monitoring is scheduled to occur in stages:
- Dial-up receiver traffic, then
- IP based monitoring traffic, then
- Inbound Voice Lines
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MIGRATION INFORMATION / EXPECTATIONS (Tuesday, Sept 14 Forward):
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Your Dealer Number is changing. This was mailed to you on August 18th with temporary MPower login credentials. You can also retrieve this number by sending an email to spmigration@copsmonitoring.com
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ALL of your account receiver IDs are changing on the COPS system. You will be able to locate your accounts in MPower using QuickSearch, Basic Search, and Advanced Search functions. We’ve also created a convenient Receiver conversion tool (“SP Receiver ID Conversion”) located in MPower’s “Tools and Info” column. Entering an SP Receiver ID will display the new COPS Receiver ID.
- If customers use their current SP Receiver / Account for identification purposes, we will be able to locate their account using their name, address, and/or phone number. We will authenticate them using their passcode and provide them with the new Receiver / Account for future use.
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Programmed Account Numbers are not changing (just receiver prefixes). The only exception are accounts that are less than four digits (if <4, we will add zeros in front of the account number. (i.e: account 43 will become 0043).
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Phone Numbers are not changing. The phone #s you and your customers dial to reach SP will remain the same at COPS.
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Dealer Support: You will have access to a special Dealer Support group made up of both COPS employees and former SP team members. To reach the special Dealer Support department, call: 800-367-8798.
IMPORTANT REMINDER:
We ask for you and your customers to please be patient with the dispatchers when making inbound calls. During the migration process (and for some time after), the dispatchers must reference both systems at COPS and Security Partners systems to process false alarms, look up history, perform testing functions, etc.
ADDITIONAL INFORMATION FROM THE 8/31 ANNOUCEMENT:
Monitoring:
Initially, alarms for your accounts will be handled in a separate queue with hand-picked experienced staff and former Security Partners employees.
Account Supervision:
The accuracy of open/close schedules and accounts with supervised tests may be impacted as it may take one supervision cycle for schedules to be synchronized as they’re deactivated in Manitou, and turned on in COPS’ Generations.
- Email report cycles may also be affected in the short-term.
Custom Caller ID:
There may be temporary interruptions with Custom Caller ID displays of outbound calls. If that occurs, your customers may see the Security Partners main number: 800-836-0142
SMS Messages:
SMS alarm / signal notifications will come from a new bank of numbers. The primary number is: (855) 661-1860. SMS may also come from the following numbers:
