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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.

General

What are your hours of operation?

Our business hours are Monday through Friday 7am to 4pm 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.
Does your warehouse have a dock?
Yes.

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 $150 per hour. After-hours emergency service is available at a rate of $225 per hour.
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.
What is your Appointment Cancellation Policy?

Cancellations

Appointments cancelled with a notice of 24 hours or more will not be charged.

Appointments cancelled with less than 24 hours of notice will be required to pay a $75 cancellation fee.

No-Shows/Missed Appointments

Our technicians are required to wait for 15-minutes past the scheduled arrival window. If no one is available past the 15 minutes, the technician will notify our Client Experience Team and move on to their next scheduled appointment. All Missed Appointments will be charged a $150 No-Show Fee.

If a technician is running late/or is aware that they are arriving after the scheduled arrival window, then we will notify you with as much notice as possible.

Booking Appointments

If 2 or more no-show appointments occur, a $300 deposit is required prior to any future appointment being scheduled.

Assistance

If you have any questions concerning any of the information listed above, please contact us at 702.736.8880 or submit a service request by clicking here

What is your Warranty Policy?

Warranty Appointments

All Eagle Sentry labor is under warranty for 1 year (The 1-year time stamp begins the date that the service is completed). Note: A new warranty does not begin once equipment is classified as “out of warranty”.

All Equipment purchased through Eagle Sentry is subject to the manufacturer's warranty.

  • Eagle Sentry will file the warranty claim for you.
  • All labor conducted during a manufacturer's warranty claim is considered billable.

Billable Appointments

If your Eagle Sentry equipment is out of our 1-year (365 day) warranty, then the scheduled appointment will be classified as billable. This means that the standard hourly rate of $150 per hour will apply, as well as the cost of equipment purchased.

Assistance

If you have any questions concerning any of the information listed above, please contact us at 702.736.8880 or submit a service request by clicking here

Billable Service Calls
What does “billable service call” mean?
A billable service call means a technician visit will be charged at our standard service rate of $150.00 Per hour per tech, after-hours our rate changes to $225.00 per hr per Tech. This applies when the issue isn’t related to equipment failure or covered under warranty, but rather something generated by use, settings, or environment.
What are examples of self-generated issues that may result in a billable service call?

Common examples include:

  • Forgotten or incorrect alarm codes
  • Accidental alarm activations
  • Changes made to Wi-Fi networks or passwords that disconnect the system
  • Power being unplugged or breakers turned off
  • Low batteries in devices or wireless sensors (beyond warranty)
  • User settings accidentally changed and/or deleted in the app or control panel
  • Pets, decorations, or movement triggering motion sensors
  • Phone notifications not working due to carrier/app settings
Are Equipment Malfunctions Billable?
  • Under Warranty:
    • If the equipment fails within the manufacturer’s warranty period and has not been tampered with, the service is not billable.
    • Eagle Sentry’s warranty covers only the standard manufacturer warranty. In most cases this is 1 year, though some manufacturers may offer shorter or longer coverage.
  • Out of Warranty:
    • If the issue is caused by environmental factors, misuse, or accidental damage, service is billable.
    • Any equipment failure occurring outside the manufacturer’s warranty period is also billable.
Can I troubleshoot before requesting a service call?

Yes, and we encourage it. Many issues can be resolved quickly without a technician visit. Some things you can try:

  • Check your power supply and internet connection
  • Replace batteries in wireless devices
  • Confirm Wi-Fi name/password if recently changed
  • Restart your control panel (if applicable)
  • Review your notification and app settings

Our support team can often walk you through these steps by phone before dispatching a technician.

How can I avoid unnecessary service charges?
  • Keep your alarm codes updated and shared with authorized users
  • Notify us before changing internet or phone providers
  • Regularly check and replace batteries in devices
  • Call support for basic troubleshooting before requesting a technician
What happens if the technician finds it was a self-generated issue?
If the issue is due to user error, environmental changes, or non-warranty causes, the visit will be billed at our standard service rate. If it’s determined to be a true equipment failure under warranty, no service charge will apply.

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.
When is the deposit due?
To ensure a seamless booking process, we recommend submitting the deposit immediately upon receipt secure your appointment. Jobs may be booked without a deposit; however, full payment must be collected within 48 hours, prior to installation, or 7 days before the scheduled installation date—whichever comes first. If payment is not received, the job will be canceled and rescheduled.

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.
What is your Payment Policy?

Billable Appointments

If your Eagle Sentry equipment is out of our 1-year (365 day) warranty, then the scheduled appointment will be classified as billable. This means that the standard hourly rate of $150 per hour will apply, as well as the cost of equipment purchased.

Payment Due Dates

All billable appointment costs are due at the end of your scheduled appointment. If payment cannot be received at that time, an invoice will be sent via email. (All invoices are due upon receipt).

If a payment is not received within 30 days of your appointment being completed, your invoice will be forwarded to our collections department.

Mailing Payment

If payment is being mailed, please mail it to 3595 E Patrick Lane STE 1200 Las Vegas NV 89120. ATTN: Finance Team. Please also reference the invoice number on your check.

Assistance

If you have any questions concerning any of the information listed above, please contact us at 702.736.8880 or submit a service request by clicking here

What does “billable service call” mean?
A billable service call means a technician visit will be charged at our standard service rate of $150.00 Per hour per tech, after-hours our rate changes to $225.00 per hr per Tech. This applies when the issue isn’t related to equipment failure or covered under warranty, but rather something generated by use, settings, or environment.
Are Equipment Malfunctions Billable?
  • Under Warranty:
    • If the equipment fails within the manufacturer’s warranty period and has not been tampered with, the service is not billable.
    • Eagle Sentry’s warranty covers only the standard manufacturer warranty. In most cases this is 1 year, though some manufacturers may offer shorter or longer coverage.
  • Out of Warranty:
    • If the issue is caused by environmental factors, misuse, or accidental damage, service is billable.
    • Any equipment failure occurring outside the manufacturer’s warranty period is also billable.
How can I avoid unnecessary service charges?
  • Keep your alarm codes updated and shared with authorized users
  • Notify us before changing internet or phone providers
  • Regularly check and replace batteries in devices
  • Call support for basic troubleshooting before requesting a technician

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.
Do you offer water valve monitoring?

At this time, we do not offer Fire Sprinkler Water Valve monitoring for any properties located in Henderson NV. 

For customers that are interested in a Fire Sprinkler Water Valve device, they must self monitor the device. The device will report to our central station as a fire advisory signal which would alert the central station and the central station would then notify the homeowner via phone call. Note: The central station will NOT dispatch the fire department.

As for homeowners insurance, our alarm monitoring certificate does not include Fire Sprinkler Water Valve monitoring.