Resource Center - Frequently Asked Questions

Question: Can my customers and I call in changes to the account?

Answer: For the security of your customers we require that all changes are either faxed or emailed to MCM.

Question: Who should I contact for after hours support?

Answer: Our operators and supervisors are always ready to assist you with technical support and data entry needs 24/7/365. Our management team also carry PDA’s and are available 24/7 should the issue need to be escalated.

Question: Can I bring my customers to visit the central station?

Answer: Yes, we are proud of our facility and would be happy to give tours to you and your customers.

Question: What is your average response time?

Answer: We monitor our response times on every signal daily. Our average response time to acknowledging an alarm and making the first call is 13 seconds.

Question: How many accounts is Marlin currently monitoring?

Answer: Approximately 110,000

Question: How long has Marlin been in business?

Answer: Marlin was formed in 2000 with the goal of being the most secure, advanced and dealer focused central station in the country.

Question: What reporting formats can Marlin receive?

Answer: Our virtual receivers accept all major formats; and best of all, you only need to remember one receiver number!

Question: How do I add new accounts or make changes to existing accounts?

Answer: You can either fax or email your data forms to data entry, or do it yourself immediately through our online wed portal.

Question: How do your operators answer the phone when customers call in?

Answer: Our operators answer the phone as central station. We can also set you up with a dedicated voice line and answer with your company name. Just ask and we will do this for free!

Question: Do I get dedicated receiver lines?

Answer: Yes, we give each dealer two dedicated receiver lines and a dedicated 2-way voice line at no charge. If you need more lines for HOA’s, geographic areas or for any other reason just ask.

Question: Can you monitor elevator phones?

Answer: Yes, we monitor all types of elevator phones at competitive rates.

Question: Can my customers receive automatic email notification of alarm activity?

Answer: Yes, we can send automatic email and text message alerts for open/closes, troubles, supervisory and alarms to any number of recipients. This helps create more value to your service.

 

For answers to additional questions you may have, please email Nick Perry.