The steps that take place in the ADT system once we receive an electrical/power failure signal are as follows:

• ADT receives the electrical/power failure signal.
• The signal is autologged for 30 minutes until an electricity/power restoral signal is received.
• If no electricity/power restoral is received within the first 30 minutes, an SMS is sent to the client regarding the power failure (Therefore the SMS will only be sent after 30 minutes).
• From this point the clock starts ticking again.
• If ADT does not receive a notification from the cell network that the SMS has been received within 2 hours of sending the SMS it gets put onto the stack automatically for the operator to action as normal.

It can be summarized then as follows (from a customer perspective):

Do not expect an SMS in the first 30 minutes, the SMS will be sent after 30 minutes if we have not received a restoral signal

• If the electricity/power has not come back on and you have not received an SMS, there will be at least a 2-hour delay before the operator is aware of the electricity/power failure and will only call thereafter.

If no restoral is received on our side and the customer has not received an SMS notification the customer will be called no sooner that 2.5 hours.