Terms of Alarm Monitoring

Last Updated: March 1, 2025

These Terms of Alarm Monitoring apply to Vivint’s alarm monitoring services. These Terms of Monitoring are governed by the Vivint Terms of Service. If there is a conflict, these Terms of Monitoring will govern as they relate to alarm monitoring services and the installation and sale of the products listed on page 1 and the accompanying Product List. 

We may change these Terms of Monitoring at any time. We will tell you about major changes that may negatively affect you via the Vivint app, email, bill insert, text message, website posting, mail, or another suitable way. If you keep using or paying for Vivint service after the change takes effect, it means you agree to the new terms.

In these Terms of Monitoring, when we say “Vivint,” “we,” “us,” and “our,” we mean Vivint LLC or, if you are a resident of Louisiana, Vivint Louisiana LLC.

When we say “Vivint devices and services,” we mean:

• All hardware devices and components we sell or that carry the Vivint brand (collectively, “Vivint devices”), like control panels, hubs, display devices, various cameras (outdoor, doorbell, indoor), thermostats, security alarms, door locks, detectors (smoke, CO, heat), sensors (door/window, glass break, water, garage door/tilt), emergency pendants, key fobs, keypads, wireless network devices, smart plugs, light bulbs, outdoor lights, DVR drives, vehicle security devices, doorbell chime extenders, and cables. 
• All Vivint services (collectively, “Vivint services”) like mobile apps, websites, alarm monitoring, camera services, DVR services, connected home services, subscriptions, installation, troubleshooting, and maintenance and repair services. 

When we say “Vivint system,” we mean a set of Vivint devices and services that work and communicate together at a single location.

a.  What We Monitor

If you subscribe to our alarm monitoring services, we remotely monitor alarms activated by your Vivint system. Alarms may be activated, for example, when a Vivint door/window sensor detects that a door or window is opened while your Vivint system is armed, when a Vivint smoke and carbon monoxide detector detects smoke or carbon monoxide, when you press and hold the button on a Vivint Emergency Pendant or Key Fob, or when you manually trigger a duress alarm from your Vivint Smart Hub or Vivint app. Your Vivint system will activate alarms based on how you configure the system settings and whether it is in an armed state. When your Vivint system is disarmed, it may activate fewer alarms than when armed. We are only responsible for monitoring and responding to alarms activated by your system. You are responsible for your Vivint system’s alarm settings and arming and disarming that system.

We do not monitor your cameras, thermostats, lighting devices, lamp modules, door locks, Wi-Fi connections and devices, or garage door controllers and do not respond to alerts or notifications from those devices. We also do not monitor or respond to alerts or notifications from other Vivint devices you configure to not trigger alarms.

b. False Alarms

You can find information about how to avoid false alarms at support.vivint.com. You are responsible for understanding and teaching other system users how to avoid false alarms. You are also responsible for false alarms resulting from your and others’ configuration, use, and misuse of your Vivint system.

c. How We Respond to Alarms

When an alarm is triggered by your Vivint system, we may attempt to contact you or your emergency contacts to verify whether emergency responders are needed. This contact may be by telephone, text message, your Vivint system, your Vivint app, or other means. If we confirm there is an actual emergency, or if we cannot confirm that there is not an actual emergency, we will contact the appropriate emergency responder (for example, the police, the fire department, or emergency medical personnel) or a private response service.

We will use the telephone numbers you give us for all calls and text messages related to alarms. You are responsible for keeping those numbers up to date. Our alarm monitoring services may be delayed or interrupted if you don't.

d. Emergency Contacts

You are responsible for providing us with accurate names and contact information for at least two individuals and keeping that information up to date. You may change your emergency contacts through your Vivint system, via chat on vivint.com, in the Vivint app, at account.vivint.com, or by calling (800) 216-5232.

e. When We Engage Private Responders

Emergency responders in some areas require us to verify that there is an actual emergency before they will respond to a request for their assistance. If that is the case in your area, we will engage a private responder to verify alarms from your Vivint system before we contact emergency responders. Your monthly fees do not cover the costs of private responders or fees charged by emergency responders. We will pass to you any costs we incur responding to an alarm from your Vivint system by private responders.

f. Actions of Emergency Responders

We cannot control and are not responsible for the actions of emergency responders. For instance, we can’t control or be responsible for how fast they respond to our requests for assistance or if they damage your property.

g. Moving

You are not permitted to move your Vivint system and use our alarm monitoring services at a new location without first notifying us and obtaining our written approval, which we may give or withhold in its sole discretion. If you do not, we may not be able to effectively respond to alarms from you Vivint system. We reserve the right to deny providing you Vivint services at a new address.

h. Required Permits and Registration

Some state and local governments require a permit or registration before you install or use Vivint devices and services, like alarm monitoring. We may notify you about requirements in your area. But it is your responsibility to confirm whether any permit or registration requirements apply, comply with them if they do, and pay any fines if you do not. If your area requires a permit or registration, emergency responders may not respond to our alarm notification if the service address is not permitted or registered. We may request proof of permits or registration before responding to alarms from your Vivint system. We may also suspend Vivint services to you until you provide them.