FAQs
We exist to help you streamline, empower, and protect what matters most.
SUPPORT HOURS:
Eagle Sentry’s monitoring station and emergency technical support team are available 24/7.
If you call during normal business hours and we are experiencing a high call volume, you will be routed to our answering service.
After hours non-emergency calls are answered by our answering service.
All alarm event calls are triaged to Rapid Response, Eagle Sentry’s premier monitoring partner.
If you call during normal business hours and we are experiencing a high call volume, you will be routed to our answering service.
After hours non-emergency calls are answered by our answering service.
All alarm event calls are triaged to Rapid Response, Eagle Sentry’s premier monitoring partner.
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General
What are your hours of operation?Our business hours are Monday through Friday 8am to 5pm PST.
Eagle Sentry’s monitoring station and emergency technical support team are available 24/7.
If you call during normal business hours and we are experiencing a high call volume, you will be routed to our answering service.
After hours non-emergency calls are answered by our answering service. All alarm event calls are triaged to Rapid Response, Eagle Sentry’s premier monitoring partner.What is your lead time on getting an appointment for a new install or service?Appointments are on a first come, first served basis. Our schedule is typically 2-4 weeks for a new install. If a cancellation occurs, we can try to move the appointment sooner if you are available. Emergency service requests get added to a standby list with a priority to accommodate situations where a system cannot be armed or silenced.Who do I contact in the case of an emergency?Always call 911 in the case of an emergency. If you are unable to call 911, we encourage you to push the panic button on your alarm panel and we will follow our emergency protocol.What are the hours of operation for shipping and receiving?Our warehouse is available to accept deliveries Monday through Friday from 7am to 12pm and 1pm to 4pm. -
Service
How do I book service for my Eagle Sentry system?The preferred way to request a service appointment is by submitting a request at www.eaglesentry.com/service. Forms are monitored in real-time and answered in the priority they are received. We strive to respond to all submissions within 24 hours. Emergency service requests get added to a standby list with a priority to accommodate situations where a system cannot be armed or silenced.What is your hourly rate for service?Service provided during normal business hours is billed at $135 per hour. After-hours emergency service is available at a rate of $200 per hour.What is your warranty policy?The final day of job completion is the start of your one-year warranty for all programming, labor, and products. Certain manufacturer warranties may exceed Eagle Sentry‘s one-year policy.Do I have to be home at time of service?Yes. We request that a homeowner or adult is on-premises when our technicians are in your home your business. Payment is due at time of service.Who do I call if my internet goes down?We recommend also calling your internet service provider first to rule out outages. If there are no known issues and they cannot resolve the issue, submit a service request at www.eaglesentry.com/service. -
Sales
Can Eagle Sentry provide Internet services to my home?Eagle Sentry can install, programming, and remotely manage enterprise-grade network systems; however, a local Internet service provider is still required.
Our recommendations for ISP are Cox Communications, CenturyLink, or StarLink.I own more than one property in Las Vegas. Can Eagle Sentry connect the technology in all of my homes?There are several solutions to connecting and streamlining your experience across multiple properties. Both our Performance and Protection departments have similar apps that can be deployed for multiple properties.Do you provide free estimates?Yes! If you are interested in our services, a design consultant will come to your property and provide an estimate free of charge.How long does it take for a sales representative to contact me?Typically, you should hear a response anywhere between 24-48 hours. But you may hear back as soon as the same day you request a consultation.What are the monthly monitoring fees for an Eagle Sentry Protection System?Clients can choose from our silver, gold, and platinum monitoring plans. For details and pricing, click here.What is your deposit fee to start a job?We charge a 50% deposit on all protection and performance installations. The 50% deposit guarantees you an actual date for installation. This also pays for the cost of some of the equipment going towards your installation. -
Billing
How do I pay my bill?To pay an outstanding bill, call 702-736-8880. For ease of use, we offer autopay for all monitored accounts (billed quarterly).What forms of payment do you accept?We accept credit cards, cash, and checks.How do I update the credit card you have on file for me?You must call 702-736-8880 during normal business hours to update your card over the phone with one of our representatives. -
Monitoring
How long does my monitoring contract last?Our contracts have a standard term of 36 months or 3 years.Am I able to cancel my contract early?Yes. There is an early termination penalty that must be paid prior to cancellation. The early termination penalty is 80% of the term left over. Example - If you have 20 months left on your contract, you will be charged 80% of the dollar amount total of 20 months. Each contract amount will differ based on the monitoring plan.
We cannot accept cancellation requests prior to 60 days of the monitoring contract’s finalized term.How do I cancel my membership?Eagle Sentry must be notified, in writing or verbally, at least 30 days prior to your contract renewal. A cancellation form will be sent to you. We are unable to cancel any contracts without a physical signature. If intent to cancel is provided after the 30-day grace period, a late termination penalty is assessed. The penalty varies based on monitoring plan.Does my contract auto-renew?Yes! Eagle Sentry’s contract terms require every contract to be set on auto renewal. This is primarily for a client's security and peace of mind. The last thing we want you to deal with is forgetting your contract end date and your home/business being compromised without monitoring.Does Eagle Sentry provide monitoring and guard response services?Yes! We have partnered with the best in the industry to provide state-of-the-art monitoring and response. All accounts are monitored by Rapid Response and include guard services provided by Green Valley Security.How does your monitoring differ based on plan?To view our response protocols based on plan, click here.
