Below is a list of FAQs to help address any questions you may have with the program.
FAQs
Registration and Program Details
Once you sign up, you will receive a sensor solution that measures temperature and detects the presence of water and changes in temperature. You will also have access to download the complimentary app, Meshify Protect™, to your smartphone. The app allows you to create your monitoring account, activate your sensors, and receive alerts.
The HSB system has features not usually found in off-the- shelf systems:
− It uses the cellular network, not Wi-Fi. It’s more secure and doesn’t require use of your internet service.
− The system comes with monitored support 24/7/365. The alerts are sent via SMS and email. If severe, and no one responds to the notification, a phone call is also triggered. Many off-the-shelf systems rely on an audible alarm that may not be heard if no one is in the area.
After you sign up, you will receive emails with your order confirmation.
Sensors act as a “virtual watchdog” when you’re not on property and send an alert when there are signs of a pending problem so that you may address any issues. For example, if a sensor detects water, quick notification may allow you time to act and prevent damage or minimize its impact.
Sensors and Activation
You will receive sensors that will monitor room temperatures and sense the presence of water.
You can order more sensors for your organization through the portal, at your own expense.
Your sensors are easy to install and don’t require any professional services. Complete instructions are found on the Meshify Protect™ app. If you have any trouble, you can contact the Sensor Support Team at (844) 468-1866 or sensorsupport@hsb.com.
Place your sensor in areas near appliances, equipment, or plumbing to detect water leaks or in a heated room to track temperature changes. For example:
· Areas that are of high value such as sanctuaries or offices
· Areas that have experienced previous loss or are susceptible to freeze
· Restrooms / kitchens / fellowship halls
You will need to create your account and activate the sensors. Both steps are necessary to receive accurate alerts. Using the mobile app, Meshify Protect™, is the quickest way to activate your account.
The sensors are battery powered. They use a cellular connection, so they will continue to monitor and transmit in the event of a power loss.
If you want to move sensors to new areas, they will need to be reset. Please contact the Sensor Support Team for assistance at (844) 468-1866 or sensorsupport@hsb.com.
Alerts
No. The monitoring service is automatic. If the sensors detect an alert condition, an alert is sent to you or the contacts you designate.
The alert rules are pre-configured by HSB’s engineers, so you don’t need to worry about choosing what temperatures or conditions will trigger an alert. When you activate the sensors, you will note where you placed them and HSB will handle the rest.
Depending on where you place your sensors for monitoring, you may receive alerts for a variety of reasons.
- Warning alerts, sent via App notification, SMS text and email, indicate there may be an issue that needs attention and may include:
o Low temperature: the sensors detect a significant drop in indoor temperature
o High temperature: the indoor temperature is critically high and can damage equipment
- Urgent alerts are more severe and will be sent via App notification, SMS text and email followed by a phone call from the Sensor Support Team if no one responds to the alert. These alerts require immediate attention:
o Water: water has been detected
o Low temperature: the sensors have detected a significant sustained drop in indoor temperature
- Informational alerts or installation reminders:
o Battery levels are low or depleted
o Sensors have been delivered but not set up
o Activation process has been started but not completed
When an alert is triggered, a text or email notification is sent to the contacts you designated during activation. If it’s an urgent alert (e.g., water is detected or temperatures are dangerously low), and no one responds to the notification, the Sensor Support Team will call those contacts directly.
The alerts are sent to everyone on your designated contact list. Phone calls, used for urgent alerts, are made beginning with the primary contact if no one responds to the notification. If the primary contact does not answer, the Sensor Support Team will continue to call down the designated contact list until someone answers. Messages will be left if no direct contact is made.
You can change who receives the alerts using the mobile app by updating your contacts. It’s good practice to review your contacts periodically to ensure the information is accurate.
Mobile App
The Meshify Protect™ app will help you create your account, activate your sensors, establish contacts to receive alerts and monitor your property – all from the palm of your hand.
No, alerts are sent via text, email, or phone call depending on your preferences and the severity of the alert.
24/7 Support
Once you have signed up for the program, you can reach out with technical questions or for guidance on activation to the Sensor Support Team at (844) 468-1866 or sensorsupport@hsb.com.
Data and Security
Data collected by the sensors and other equipment is about your location only (for example, the temperature and humidity where the sensors are installed) and does not include data that can identify you.
Download the Meshify Protect™ app and follow the app's instructions.
Choose the location to place the sensor.
Before you activate your sensors, be sure you're at the location where you want to place your sensor. Once at your location, remove battery cover from the sensor and pull the battery tab (refer to illustration).
