Below is a list of FAQs to help address any questions you may have with the program.
FAQs
Registration & Program Details
Our program is designed to provide you with the equipment necessary to monitor your building remotely, including different types of sensors and a communications gateway. You will also have access to an online portal where you can activate and update your account. You may also download the mobile app, HSB iSensor, which allows you to manage your account from your smartphone or tablet.
Sensor Solutions by HSB has several features not usually found in off-the-shelf systems:
- It uses the cellular network, not Wi-Fi so it's more secure and doesn’t require use of your internet service.
- If power goes out, the sensors will run on battery power and continue to transmit information. Systems that rely on Wi-Fi will not continue to transmit information if power is interrupted.
- The system comes with monitored support 24/7/365 with alerts are sent via text and email. If severe, a phone call is triggered. Many off-the-shelf systems rely on an audible alarm that may not be heard if no one is in the area.
Sensors act as a “virtual watchdog” when you’re not on-site 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 a dangerously low room temperature or the presence of water, quick notification may allow you time to act and prevent damage or minimize its impact.
The sensor kits are predetermined and depend on the size of your business. For offices <5,000 sq. ft, you would order the leak and freeze kit consisting of 3 small sensors. For offices >5,000 sq. ft., you would order the LoRa kit consisting of a gateway, 4 water sensors and 1 temperature sensor.
After you sign up, you will receive emails with your order confirmation and tracking information.
The cost of the sensors and monitoring is included in your Hanover premium.
Sensors & Activation
As part of this program, you may receive the following types of sensors: temperature/humidity, pipe and water. These sensors will monitor conditions such as low room temperatures, moisture in the air, or the presence of water. Depending on the program you choose, there may also be a gateway that communicates with the sensors and the Sensor Support Team.
The best and easiest way to get guidance on activation and placement is the free downloadable HSB iSensor app. You will also receive an easy-to-follow reference guide. There’s no need to hire an electrician or plumber. You’ll also have access to an online portal that includes a guide and other helpful information. If at any point you have difficulty with activation, you can contact the Sensor Support Team.
The amount of time needed to activate depends on the number of sensors contained in your kit. The gateway should take about 5 minutes to activate. The sensors should take a couple of minutes each and can be placed once they are connected.
You will need to activate the equipment and your account. Both steps are necessary to receive accurate alerts. Using the mobile app, HSB iSensor, is the quickest way to activate your account, but you can also use the online portal. Directions for both are included with your order.
The size of the sensors will vary. The temperature, refrigeration and pipe sensors are approximately 3 x 2.125 x 1.25 inches. The round water sensor is approximately 3 inches in diameter and 1 inch high. The combination water and temperature sensor is approximately 2.25 inches square and <1 inch high.
The sensors are battery powered. The gateway’s primary power source is a standard power supply. In the event of a power failure, the gateway has a 4-hour backup. If there is an outage, you will receive an alert letting you know that the gateway is using backup. You will also receive an alert when power is restored to the gateway.
The batteries in the temperature sensor are standard AA batteries. The battery in the round water sensor is not user replaceable but can last up to 8 years. The battery in the combination water and temperature sensor is a CR123, found in most hardware stores. If they fail, you will have to change them. You can check the battery levels of your sensors through the portal or mobile app.
Alerts
No. The monitoring service is automatic. If the sensors detect an alert condition, an alert is sent immediately.
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 notify us where you placed them and HSB will handle the rest.
When an alert is triggered at your building, a text or email notification is sent to the contacts you designate in the portal. If conditions are severe (e.g., water is detected, or temperatures are dangerously low), the Sensor Support Team will call those individuals directly.
The alerts are sent to everyone on your designated contact list. Phone calls, used for severe alerts, are made beginning with the primary contact. 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 may receive alerts for a variety of reasons.
Advisory alerts will be sent via SMS text and/or email. These alerts indicate there may be an issue that needs attention and may include:
- Low temperature: the sensors detect a drop in indoor temperature
- Mold risk: the conditions at your location are conducive to the formation of mold
Warnings are more severe and will be sent via SMS text and email followed by a call from the Sensor Support Team. These alerts require immediate attention.
- Low temperature: the sensors have detected a significant and sustained drop in indoor temperature
- Water: the presence of water has been detected
You may also receive informational alerts about the equipment:
- Gateway power outage: the gateway is now using battery power
- Gateway power return: gateway power has been restored
- Gateway offline: the gateway is not communicating
- Low battery: the sensor battery is running low
- Sensor offline: the sensor is not communicating
Lastly, there are account alerts:
- Installation reminder: reminders sent after your equipment has been delivered but is not yet set up
- Installation not complete: reminders sent if the activation process has been started but not completed
Online Portal & Mobile App
The online portal allows you to maintain your contacts, check connectivity, view battery levels, and view current sensor readings.
After activating your sensors via the HSB iSensor app, you will receive an email with your user name and password and a link to access the portal. Contact the Sensor Support Team if you do not receive the email with your login information.
The HSB iSensor app allows you to activate your sensors and manage your account from your smartphone or tablet. The HSB iSensor app is available to download for free. You will need the email with your signup key or activation code to set up your account. Contact the Sensor Support Team if you do not receive the email with your login information.
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.
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