FAQ

Q&A / basic services and security system information

You’ll get an alert if your control panel loses power. And, Your control panel automatically switches over to a backup battery that will last 7-8 hours (based on a fully charged battery). If your panel is armed, your door & window sensors, image sensors, Smoke Detectors and motions sensors will continue to function and monitor your property. If triggered they will activate the control panel siren and any alerts you have set up. Your video cameras (including video doorbells) won’t work without power so you will not be able to record video clips and can not view live camera. Once power is restored, your panel will resume all functions and continue to work as normal, as well as recharging the backup battery.
If you lose internet connection: your video cameras will stop working and you won’t be able to record clips or view live camera until the connection is restored. And, alarm singnals, images or data will not be uploaded to the app or web portal. However, these are stored on the control panel and will automatically upload once the network is restored. You will not be able to control your panel from the app or web portal so you will have to arm or disarm directly from the control panel. Your panel will also be unable to send you alerts. However, it will continue to work like a traditional alarm system with the siren sounding if it is armed and one of your sensors is triggered.
We can install additional power outlet as customer needs. Otherwise, you can use Power Strip. But please be Careful not to plug off. Please contact us about the fee and further information.
You will need to call Customer Support at 02-285-0999. The new internet router have to be updated its setting.
If you wish to use Multi-User Management feature from SECOM Smart Security, you would have to choose "Smart Security Plus" as it will provide the capability for you to easily take all control of multiple branches via one single platform.
SECOM is not able to see any image / video that recorded by the system. However it would be possible with customer's permission.
No, SECOM Smart Security does not work together with the existing SECOM systems. However, the systems can be installed together in the same site, with separate control and management.
No, we do not offer any price discount. We would like to offer the standard fixed price for your primal security and smart device planning.
No, we do not allow you to transfer SECOM account ownership. This is because your system is customized as your individual account and we are unable to reset it for someone else. However, you can resell your hardware (with the exception of the control panel) to someone who has an existing SECOM Smart contract.
The minimum term is 1 year. And the contract shall be renewed automatically every year.
We will calculate the first monthly fee by the number of the days on first month.
The monthly fee of the last month will be charge full of amount. Customers need to inform SECOM at least 30 days prior to the day of cancellation.
  • Devices Fee & Installation Fee: Devices Fee and Installation Fee need to be paid at least 3 days before installation day.
  • Monthly Fee: You will pay the monthly fee on 1 month advance. The invoice will be issued monthly basis.
In the event that the customer wishes to relocate to a new location and continue receiving the services, customer may inform SECOM 14 days in advance before you will relocate and request SECOM to remove the devices from the current location and reinstall and recommission the devices in the new location. Please call Customer Support at 02-285-0999 or send an email to [email protected] for more information.
Yes, SECOM will set up for you to receive some basic alerts. Also, you can customize the alarm setting as you like, by using mobile application or web portal.
You can change any of your billing details by contacting Customer Support at 02-285-0999 or sending an email to [email protected]
The ticket is a kind of tool that you can raise the issue with your system. You can issue the ticket from web portal or Mobile APP, and you can describe the issue for SECOM to work for it. And you can monitor the status of it. (Status view in only available in Web Portal)
    How to Issue Ticket - Web Portal
  • login to web portal www.secom.co.th/ss
  • click " ? " on right top > Support Center > Create New Ticket > fill in the form
    How to Issue Ticket - Mobile App
  • login to Mobile App > Support > Contact Us > Submit Help Ticket > fill in the form

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