FOR INTERNAL USE ONLY ADT & SAMSUNG PARTNERSHIP GUIDE

Transcription

1 FOR INTERNAL USE ONLY ADT & SAMSUNG PARTNERSHIP GUIDE

2 TABLE OF CONTENT WHAT IS THIS NEW PARTNERSHIP? WHAT IS THIS NEW PARTNERSHIP? Quick Overview Why DIY and Retail DIY is Not New to ADT THE SMARTTHINGS RELATIONSHIP What is the Solution? What are the Products? App Comparison Chart Nova Service Comparison Chart Smart Home Products Comparison Chart Video Solutions Comparison Chart TALKING POINTS Existing Customer Customer Service QUICK OVERVIEW Samsung SmartThings and ADT DIY security solution gives you the confidence of knowing that your home and your family are safe and more secure. For 143 years ADT has been committed to keeping our customers safe. We handle over 15 million alarms each year, but we never forget that on the other end of each call is a person in need. Today, having the best security means having the most advanced technology. That s why ADT and Samsung SmartThings are partnering to redefine the smart home and help keep you safe. With SmartThings technology in the new ADT Security Hub, you can monitor, secure, and control your home from virtually anywhere. This easy-to-install security solution works with a wide range of connected devices, giving you the power and flexibility to create the perfect system for you and your home. By combining smart technology with ADT professional monitoring services, you can have the comfort of knowing we ll help protect your home 24 hours a day, 7 days a week, 365 days a year. With burglary, smoke, fire, carbon monoxide and water leak detection, ADT and Samsung SmartThings have you covered. Together, we ve built a security solution that gives you the confidence of knowing that your home and your family are safe and more secure. Account Management & Billing Questions Installation Questions How Do I Get Monitoring? Contact ADT or Contact Samsung? WE BELIEVE EVERYONE DESERVES THE QUALITY OF ADT. There is a segment of prospective customers that we do not proactively reach at this time, and they are currently finding solutions from our competitors.

3 WHAT IS THIS NEW PARTNERSHIP? WHAT IS THIS NEW PARTNERSHIP? WHY DIY AND RETAIL? While this is a niche market, it is not the less a market that makes sense for ADT proactively reach. 67% of people that start DIY projects typically end up getting a professional to help them finish it or go to next time. As their needs grow and change, we want to be the brand they have experience and familiarity with to continue to be service of choice. It allows us to speak to an audience that may see us as traditional in a negative way (old, not adaptive). Home Security Systems by Installation Method Self Installation Professional Installation Self-Installed Systems are estimated at nearly 30% of new security systems sold. DIY IS NOT NEW TO ADT Protection 1 has been selling DIY since the end of 2013 and has over 17,000 DIY customers. It has been primarily focused on monetizing lead flow that comes in from out of market locations (areas not served by P1) or on a limited basis, renters. Since the merger, ADT lead flow that falls into those criteria are transferred to P1 DIY sales DIY Units Sold Per Quarter Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 '13 '13 '14 '14 '14 '14 '15 '15 '15 '15 '16 '16 '16 '16 '17 '17 100% 80% There is power in the brand! 60% 81% 82% 82% 85% 74% 73% 40% 20% 0% 26% 27% 19% 18% 18% 15% Q Q Q Q Q Q The power of Samsung s brand provides a halo to our own. Samsung is recognized worldwide for innovation and technology. They continue to grow in their home automation category dominance with over 250 devices that work with SmartThings their home automation app. Samsung s buying power within the retail category also gives us access to key relationship and prime real estate and in-store support.

4 THE SMARTTHINGS RELATIONSHIP THE SMARTTHINGS RELATIONSHIP WHAT IS THE SOLUTION? WHAT ARE THE PRODUCTS? Home Security Starter Kit HOME AUTOMATION HUB The easy way to turn your home into a smart home. Automate your lights and control your home s temperature. Teach your home a few new tricks and make life a little bit easier. Monitor, control, and help secure your home from anywhere. HOME AUTOMATION & SECURITY HUB Help protect your family with a fastresponse ADT home security system. Help secure your home with a range of easy-to-install wireless detectors and alarms. Enjoy 24/7 peace of mind with optional ADT professional monitoring services. Automate your home with SmartThings and a wide range of compatible devices. Life Safety Expansion Pack Security Hub Door & Window Sensors x 2 Motion Sensor Smoke Alarm Carbon Monoxide Alarm Water Leak Sensor Add-On Accessories Door & Window Sensor Motion Sensor Smoke Alarm Carbon Monoxide Alarm Water Leak Sensor

5 THE SMARTTHINGS RELATIONSHIP THE SMARTTHINGS RELATIONSHIP App Comparison Internal Nova Workshop Use Only DO NOT DISTRIBUTE INTERNALLY OR EXTERNALLY Nova Service Comparison Internal Nova Workshop Use Only DO NOT DISTRIBUTE INTERNALLY OR EXTERNALLY Remote Arm & Disarm Smart Home Automation Push Notifications Z-wave Only Z-wave & Zigbee Z-wave Coming Q4 17 Z-wave Nationwide Free In-Home Consultation Requires $50 deposite (refundable) Triggered Events (scenes) Nationwide Professional Installation Sensor Status Multiple Site Support Touchscreen Panel Comes Standard Video Services Doorbell Camera Services Voice Control Skills to control security In Roadmap Lights & Locks Arm, Lock, Lights, Close Garage Expected via Home Integration Mobile App Rating In-app Help / FAQs N/A 24/7 Customer Support 9-6 PST M-F Home View Drag & Drop Customization Add automation devices through mobile app Through ADT Pulse Portal 2-Way Voice Panel with Monitoring Support

6 THE SMARTTHINGS RELATIONSHIP THE SMARTTHINGS RELATIONSHIP Nova Service - Smart Home Products Internal Nova Workshop Use Only DO NOT DISTRIBUTE INTERNALLY OR EXTERNALLY Nova Service - Video Solutions Internal Nova Workshop Use Only DO NOT DISTRIBUTE INTERNALLY OR EXTERNALLY Lock Doors Doorbell Camera Garage Door Indoor Camera Lights Outdoor Camera Thermostat Cameras with Audio Speakers Water Valve Shutoff

7 TALKING POINTS TALKING POINTS EXISTING CUSTOMERS What if a customer is questioning their price today vs. what they see in retail? It is important to first verify what the customer is paying today and what services they have today. The $24.99 price is similar to our $35.99 BA monitoring. However, the $35.99 INCLUDES QSP. When comparing to the interactive solution (Pulse Control) which is $49.99, remember this offering INCLUDES QSP AND Life Safety monitoring. Most comparable would be the $34.99 price available in retail, which does not include QSP. A KEY FACTOR to remember is that customers paying the differing monthly prices also paid different amounts up front. In retail, customers will be paying $499 for the keypad, 2 contacts and 1 motion. What if an existing customer wants to change to this? We should first determine why the customer would be interested to change to this product. Remember, ADT Pulse makes a great solution and supports many of the works with Smart Things devices already. We should determine what, specifically, the customer is interested in and leverage the products available in our systems to meet the needs of the customer. If the customer still would prefer to switch to the ST product, they would be required to purchase the equipment at full retail price and depending on where they are in their agreement term, they would need to pay a BOC fee. What if a customer wants the ST app for their existing system? The ST app will only work with the ST panel and will not work with any pre-existing ADT equipment. If the customer doesn t already have the Pulse interactive, we should inform the customer that ADT Pulse can be added to their existing ADT system and reiterate to them that Pulse was recently rated by PC Mag as the most complete, full-featured home security system and doubles as an automation platform. What if an existing customer is moving and wants this solution in their new home? (Will new mover rules apply meaning do I let them out of BOC?) We will handle normal moving rules and processes, customers now that move to OOM and or into rental properties have the ability to move using our current DIY solution without penalties. As this solution evolves and grows so will our ability to meet the needs of customers at all points with in their life cycle. CUSTOMER SERVICE What do I say if a customer asks about what they saw in Best Buy? Acknowledge that we do have a partnership with Samsung SmartThings related to their DIY security offering. ADT is providing the monitoring solution for the Samsung ST security offering. Samsung chose to partner with ADT for monitoring their equipment due to ADT s superior monitoring platform which provides fast response times and excellent customer service. This would be a great time to reiterate that as an existing ADT customer, they already receive these great benefits. If the customer asks what is different about what they saw in Best Buy, explain to them that the key difference is DIY nature of the ST offering versus professional install with ADT. Remind the customer that ADT already offers superior security hardware coupled with the convenience of home automation. What if a Samsung SmartThing ADT customer needs help and they don t have monitoring with us? Or they do have monitoring with us? There will be two types of Samsung SmartThings customers: customers who self-monitor and those that have ADT professional monitoring. The in-app experience will direct people to call Samsung for first line of support related to product issues. For billing or monitoring, we expect customers to call ADT. For service issues, we will provide phone support to trouble shoot but direct them back to the retailer or Samsung if there are equipment issues. As of right now there are no planned truck rolls, even on a T&M basis. There may be instances where escalations will need to be supported and these will be addressed on a case by case basis. What if a traditional ADT customer buys devices in retail to expand their existing system? Any devices purchased in retail will only work with the DIY system also available in retail. None of these components will work with the customers existing ADT equipment. If the customer is interested in expanding they hardware or services, refer them to the NSC where they offer great solutions for the customer and schedule time for a professional technician to install the new devices and test the existing system to ensure it is fully functioning. Will the customer get a certificate of monitoring for their insurance? Given the month to month nature of this product, there is no certificate of monitoring available to these customers.

8 TALKING POINTS TALKING POINTS When will they receive yard signs and stickers, when are we allowed to send them if they call requesting? As a first phase, the Customer will automatically receive a standard pack of yard signs (2 yard signs and 8 stickers), once they sign up for the available 6 month service plan. This will be shipped to the physical address through the same fulfillment process used for ADT replacement signs today. Later enhancements in the app will allow for better customization. What happens when the customer moves, cancels, etc.? For retail customers, cancellations of ADT monitoring service can be done via the mobile app. The customer will have service through the end of their 30 day cycle, and then will be cancelled. Customers can turn off or turn back on monitoring at their convenience and preference. A customer can change their physical address in the mobile app. When an address is changed, ADT will check the new address for permit requirements and will require the customer to perform a cut-in test to test all sensors are working properly. However, we will retain the credit card and payment information and continue billing. Can we transfer to sales if they are wanting to add more products/services (if so do they have to be a direct only customer)? Sales will only be able to assist these customers once we have launched this product in the direct channel. Until then the customers will need to be pointed back to the retail partner where they purchased their current equipment. Can a customer that has this solution move to a different market and have it pro installed? No, the move process with this product is very simple. Customers who move should take their equipment with them and re-install in their new location. If the customer prefers to switch over to a Pro/Pulse solution they can absolutely do so but it would require the purchase a new system through direct channels. If a customer is having issues with set up or install will we have any videos or advanced support tools to share with them? We are working with our partners and in house video teams to create content now and will keep developing content to support both our customers and employees with this solution. If a customer calls in wanting the $24.99 price they saw advertised or in the store what do we say? It is important to first verify what the customer is paying today and what services they have today. The $24.99 price is similar to our $35.99 BA monitoring. However, the $35.99 INCLUDES QSP. When comparing to the interactive solution (Pulse Control) which is $49.99, remember this offering INCLUDES QSP AND Life Safety monitoring. Most comparable would be the $34.99 price available in retail, which does not include QSP. A KEY FACTOR to remember is that customers paying the differing monthly prices also paid different amounts up front. In retail, customers will be paying $499 for the keypad, 2 contacts and 1 motion and will pay retail pricing for any additional equipment required to protect their home. In most cases, the direct customers paid a lower up front cost in exchange for higher monthly. Can I send a technician for service or to help install? We do not offer service options for customers purchasing through retail at this time. There are options being considered in the future where service support may become an option (ie, T&M only) and we will communicate when/if those options come available. If a customer needs support on their ST hardware, they should be directed to the Samsung help line for support. There may be instances where escalations will need to be supported and these will be addressed on a case by case basis.

9 ACCOUNT MANAGEMENT & BILLING QUESTIONS How do I create and update my ADT account? To create your ADT account, follow these steps: 2. Tap Home Security 3. Tap Get Started next to ADT Monitoring Service 4. Tap Create an account on the ADT login screen 5. You will be prompted to input your first name, last name, , username and password 6. After creating your account, you will be ed a 5-digit code to verify your address To update your ADT account, follow these steps: 4. Log into your ADT account 5. Tap the Menu in the top right hand corner 6. Select the Settings option from the drop-down menu 7. Once your Account Settings appears on the screen, tap the pencil icon next to the information you would like to update 8. Be sure to save any changes you make to your account What do I do if I forgot my username or password for my ADT account? To recover your username: 4. Tap the Forgot Username link at the bottom of the login screen 5. You will receive an from ADT with the information requested To recover your password: 4. Tap the Forgot Password link at the bottom of the login screen 5. You will receive an from ADT with a link to set a new password How do I update my emergency contact list? It s important to keep your emergency contact list up-to-date. Here s how update it: 4. Log into your ADT account 5. Select your Location 6. Once your Location appears on the screen, tap Contacts 7. To add a contact, select +Add Contact 8. To edit or remove a contact, tap the gear icon How do I create or change the code to arm and disarm my panel? Each Hub has a default Master Code of 1111, it is important to change this code as soon as you have completed setup. Your Master Code is easy to create or change, here s how: 1. Select System Settings from the Home screen on your ADT Security Hub panel 2. Enter the Master User Code (1111) 3. Select Users 4. Tap the edit icon (pencil image) next to Master User 5. Tap the edit icon (pencil image) next to Code 6. Enter a new Master User Code and then select Next 7. Enter the new Master User Code again as confirmation and then select Done 8. Press the Home button to return to the Home screen How do I add or update a security question? During the account setup and activation process you will be asked to create one of these questions for each device you plan to use with the ADT service. You can have up to 3 security questions associated with each account. If you need to add another question or update an existing one, here s how: 4. Log into your ADT account 5. Tap the Menu in the top right hand corner 6. Select the Settings option from the drop-down menu 7. Under Security, Tap the edit icon (pencil image) next to Add an additional security question to your account 8. Select the Security Question you want to add 9. Type in the answer 10. Tap Add Question

10 To update a security question, follow these steps: 4. Log into your ADT account 5. Tap the Menu in the top right hand corner 6. Select the Settings option from the drop-down menu 7. Under Security, Tap the edit icon (pencil image) next to the Security Question that you want to update 8. Type in Password and New Answer 9. Tap Save Question How do I update the address associated with my account? It s easy to update your address: 4. Log into your ADT account 5. Tap the Menu in the top right hand corner 6. Select the Settings option from the drop-down menu 7. Tap your existing address to update How do I update my credit card? 4. Log into your ADT account 5. Tap the Menu in the top right hand corner 6. Select the Billing option from the drop-down menu 7. Tap Payment Method 8. To update, tap + Replace with New Card Can I make a payment other than using a credit card? No, ADT requires an on-file credit card for automatic billing. How do I cancel my account? We value you as a customer and we re sorry you are thinking about leaving. Here are the steps to take: 4. Log into your ADT account 5. Tap the Menu in the top right hand corner 6. Select Billing 7. Tap the gear icon 8. Select Cancel Plan 9. Your service will be deactivated at the end of your current billing period. ADT will no longer be able to receive signals and alert police and first responders, sending help to your location in the event of an emergency. Can I cancel my service at any time? We value you as a customer and we re sorry you are thinking about leaving. Yes, you may cancel your service at any time. If you cancel your service, the cancellation will go into effect with the next billing period. Your service will remain active until the end of the current billing period. Please note: If you cancel your service before the end of the current billing period, you will not receive a refund or credit for the unused portion. What do I do if I need to move? To move your ADT Security Hub, follow these steps: 1. Unplug your Hub and Hub battery, doing this will prompt a Tamper event notification. You can find your battery behind the cover in the back of your Hub. 2. Remove all equipment and devices from your existing location. 3. Once you re settled into your new home, go to your SmartThings app to delete your previous location and update your new location and address for monitoring. 4. Once your new address is updated, you will need to re-install your ADT Monitored system at your new home. To do this, you will reclaim your Hub and pair all ADT Monitored Devices. 5. Go into ADT Monitoring Services and set up your new location with ADT Professional Monitoring 6. Perform system and device tests once your system is setup in your new location 7. Please note: You will continue to be subscribed to a monitoring plan at your old address unless this is updated in both the SmartThings and ADT interface Please note: You will continue to be subscribed to a monitoring plan at your old address unless this is updated in both the SmartThings and ADT interface.

11 INSTALLATION QUESTIONS How do I setup my ADT Security Hub? (We will embed the Hub User Guide and the Home Security Starter Kit to this Q) To set up your ADT Security Hub, follow these steps: 1. Place the Hub in an area of your home that has good Wi-Fi and cellular coverage. Avoid placing it in direct sunlight, near heat sources, where it can be easily viewed from doors or windows, or where it can be reached by small children. Places like desks, shelves, or low traffic counters are ideal placements for your Hub. 2. Attach the desk mount to the Hub. If your mount feels loose, you can tighten the mounting plate screw found in the back of your Hub with a Phillips screw driver. Note: Do not tighten the screw too much or it may crack the desk mount. 3. Connect the Hub to a power outlet. Make sure the outlet is not controlled by a switch that could 4. accidentally cut the power, and that it is not a GFCI outlet. 5. Download the SmartThings app for Android or ios, create an account for your home, and then follow the on-screen instructions to complete setup. An Activation Code will be displayed on the ADT Security Hub. Enter this code into the SmartThings app when prompted. 6. Follow the on-screen instructions to connect the ADT Security Hub to your Wi-Fi network 7. Use the System Settings menu option on your ADT Security Hub to change the Master User Code. Note: All ADT Security Hubs have the same default Master User Code (1111), so it s important that you change this code as soon as you ve completed setup. See the ADT Security Hub User Guide for more information about user codes and how to change your Master User Code. 8. Once you ve finished setting up your ADT Security Hub, you should perform a Walk Test to ensure that all your devices are installed and working properly. Note: It is strongly recommended that you repeat this Walk Test on a monthly basis. * Select System Settings from the Home screen * Enter the Master User Code * Select Walk Test * Select Sensors Test and follow the on-screen instructions Note: If a device fails the Sensors Test, check that it s been installed correctly or visit Support.SmartThings.com for assistance * Select Console Test and follow the on-screen instructions * Tap < or the Home button to exit Test Mode TIP: The Hub has a back-up battery however, it will only last a limited number of hours and is not intended for long term use. How do I setup my ADT Door and Window Detector? (We will embed the Door and Window Setup Guide and the Home Security Starter Kit to this Q) To set up your door and window detector(s) (also known as contacts, sensors or detectors), follow these steps: 1. Before you begin, identify the location(s) where you would like to install the detector(s). Make sure that door and window detectors are within 350 feet of the Hub. TIP: This system is intended for indoor use only. Use this on a door or window where an intruder might be able to enter your home. 2. Log into the SmartThings app on your smartphone: * Make sure your system is disarmed before installing any new device * Select My Home * Tap Things * Tap Add a Thing 3. Use your SmartThings app to scan the QR code on the back of the detector and then follow the on-screen instructions to compete setup. Before mounting the device, place the QR code somewhere easy accessible for future use. 4. Pull the tab on the detector 5. Troubleshooting: If the detector did not pair successfully with the ADT Hub, follow these steps to manually put your device back in pairing mode: * Press and release the button on the front of the detector twice * Press and hold the button. The red LED will begin to blink quickly, and after a short period of time will stay on * Release the button and after 5 seconds the red LED will begin to blink slowly * Use the SmartThings app to complete setup 6. When mounting the detector and magnet: * Make sure all surfaces are clean. * Use the pre-applied adhesive tape. * Place the detector on the door/window or frame; place the magnet on the actual door * Make sure you do not mount both the magnet and the detector on the same area (i.e. both on door/window or frame). * Make sure the detector and magnet are mounted as close as possible (not to exceed.5 apart) so that door/windows can open and shut freely. * When spacing due to height is an issue, make sure you utilize the spacer included in the box. This spacer increases the height of the magnet and mounts via a locking tab that matches up with the magnet. TIP: For double doors, attach the magnet to the most-used door and the sensor to the least-used door. 7. Test the device: After successfully pairing your device the detector should work fine and register on the panel. You can test your door and window detector by opening and closing

12 the door or window where it s been installed, and then checking its status on your Hub. How do I setup my ADT Motion Detector? (We will embed the Motion Detector Setup Guide and the Home Security Starter Kit to this Q) To set up your motion detector, follow these steps: 1. Before you begin, decide on your installation point before you starting the mounting process. Keep in mind: * Motion detectors are used in high traffic entry points or areas such as hallways, living rooms, near entry points to a site and/or entries to frequently used rooms * Most intruders usually pass within a 30-foot range of a living room or hallway. * The motion detector needs to be within 350-foot of the Hub. * The suggested height of the mounted device is above the floor on a flat wall or in a corner stable surface * When deciding the location, make sure that no large objects (or continual moving items such as balloons, ceiling fans, floor fans, etc.) block the range of vision of the device. Please note: Air circulation such as floor or wall vents may move curtains and trigger the sensor. Heat may also trigger the detector, so don t face the motion detector too close to a heating vent or fireplace. TIP: Pets over 55 pounds may trigger the device if they pass in front of the detector s viewable area. You may have to adjust the height, position or location of the device to best fit your household. Also, keep in mind that the closer an object is to the motion detector the larger it will appear to the sensor 2. Log into the SmartThings app on your smartphone: * Make sure your system is disarmed before installing any new device * Select My Home * Tap Things * Tap Add a Thing 3. Use the SmartThings app to scan the QR code on the device and follow the on-screen instructions. Before mounting the device, place the QR code somewhere easy accessible for future use. 4. Pull the tab on the detector 5. Troubleshooting: If the detector did not pair successfully with the ADT Hub, follow these steps to manually put your device back in pairing mode: * Press and release the Tamper Switch on the detector twice * Press and hold the Tamper Switch. The red LED will begin to blink quickly, and after a short period of time will stay on * Release the Tamper Switch and after 5 seconds the red LED will begin to blink slowly * Use the SmartThings app to complete setup 6. Test the device: * Select System Settings on the Home Screen of your Hub * Enter your Master Code on your Hub * Select Walk Test on your Hub * Press the Walk Test button on the side of the detector * During the next 10 minutes the red LED will light up when it sees motion * During this 10 minutes, you can adjust the sensor for location * Please note: Your smoke alarm should be cleaned once a year. To clean your alarm, remove it from the mounting base. You can clean the interior by using compressed air or a vacuum cleaner hose to blow or vacuum through the openings. The outside can be wiped with a dry cloth. After cleaning, reinstall and test your alarm as described above How do I setup my ADT Keychain Remote? (We will embed the Keychain Remote User Guide to this FAQ) To set up your keychain remote, follow these steps: 1. Remove all contents from the keychain remote packaging. The keychain remote size is approximately 2.5 x 1.5. Please note: The keychain remote is not waterproof or water resistant. TIP: Keep the keychain remote within 15 feet of your SmartThings Hub. Once you ve setup your remote, you ll be able to use it anywhere within 350 feet from the Hub. (Exact range depends on your home s construction, position of the Hub, and the position and number of other connected devices.) 2. Log into the SmartThings app on your smartphone: * Make sure your system is disarmed before installing any new device * Select My Home * Tap Things * Tap Add a Thing 3. Use the SmartThings app to scan the QR code on the device and follow the on-screen instructions. 4. Press and hold the Disarm and Away buttons on the keychain remote for 5 seconds and then release. 5. Place the QR code somewhere easy accessible for future use. 6. Troubleshooting: 7. If the keychain remote did not pair successfully with the ADT Hub, follow these steps to manually put your device back in pairing mode: * Press and hold all four buttons for 5 seconds * Release the button when the red LED starts blinking quickly. If the button is released before the reset is complete, the reset will not be successful * Once the reset is complete, the green LED will turn on for 5 seconds * Use the SmartThings app to complete setup 8. Here are a few ways to use the keychain remote:

13 * Away: Holding the button for 2 seconds Arms the system in Away status * Disarm: Holding the button for 2 seconds Disarms the system * Stay: Holding the button for 2 seconds Arms the system in Stay status * Stay + *: Holding both buttons for 3 seconds will send a Panic signal. Please note: Be sure to keep this device in a location where buttons are not continually pressed, such as pockets, purses, etc. This will drain the battery usage much faster than expected 9. You can test your keychain remote by performing a Walk Test on your Hub, pressing any button the remote while within 15 feet of the Hub, and then checking its status on the touchscreen. How do I setup my ADT Smoke Alarm? (We will embed the Smoke Alarm User Guide to this FAQ) To set up your smoke alarm, follow these steps: 1. Before you begin, keep in mind that smoke alarms are meant to be installed in areas of the home where the siren can be easily heard. Make sure the smoke alarms are: * In all living rooms, bedrooms and guest rooms, including all main living areas * Within 350 feet of the Hub * Within 21 feet of any door to a sleeping room * On every level of a dwelling, including basements * Not installed in crawl spaces or unfinished attics * Not near heat sources such as furnaces, hot water heaters, space heaters, or cooking surfaces * Installed at the highest part of each installed room/location * Keep in mind the suggested height of the mounted device is 12 from the ceiling (if wall mounted) or 12 from a wall (if mounted on the ceiling). 2. Remove all contents from the smoke alarm box. 3. Log into the SmartThings app on your smartphone: * Make sure your system is disarmed before installing any new device * Select My Home * Tap Things * Tap Add a Thing 4. Use the SmartThings app to scan the QR code on the device and follow the on-screen instructions. Before mounting the device, place the QR code somewhere easy accessible for future use. 5. Pull the tab on the detector. The yellow LED will blink once followed by a single blink of the red LED. 6. Reference the Smoke Alarm User Guide for detailed placement and mounting instructions 7. Troubleshooting: If the alarm did not pair successfully with the ADT Hub, follow these steps to manually put your device back in pairing mode: * Remove the alarm from its mounting base * Press and release the reset button twice * Press and hold the button for 5 seconds until the red LED starts blinking quickly 8. Test the device: * Select System Settings on the Home Screen of your Hub * Enter your Master Code on your Hub * Select Walk Test on your Hub * Push and hold the Test button on the smoke detector for a minimum of five seconds. The alarm will sound, and the red LED light will blink. The Hub will display an alert for the smoke alarm. * The siren will sound for 4 minutes or until the correct user code is entered. * Please note: Your smoke alarm should be cleaned once a year. To clean your alarm, remove it from the mounting base. You can clean the interior by using compressed air or a vacuum cleaner hose to blow or vacuum through the openings. The outside can be wiped with a dry cloth. After cleaning, reinstall and test your alarm as described above. 9. Here are a few usage tips regarding the LED lights: * A siren at full volume with red LED flash means: Sensing fire * No siren with red LED flash every 8 seconds means: Smoke alarmed hushed * 1 beep plus yellow LED flash every 48 seconds means: Batteries low * 2 beeps plus yellow LED flash every 48 seconds means: Smoke and/or heat error * 3 beeps plus yellow LED flash every 48 seconds means: Product may have expired How do I setup my ADT Carbon Monoxide Alarm? (We will embed the Carbon Monoxide User Guide to this FAQ) To set up your carbon monoxide alarm, follow these steps: 1. Before you begin, keep in mind that carbon monoxide alarms are meant to be installed in areas of the home where the siren can be easily heard. Make sure the carbon monoxide alarms are: * In all rooms containing a fuel burning appliance * If wall mounted, the sensor needs to be at least 6 from ceiling * 12 from any light fitting or fixture * 10 from any source of constant potential carbon monoxide source such as furnaces, hot water heaters or space heaters * Within 10 feet of any door to a sleeping room * On sloped ceilings, make sure the sensor is installed on the highest part of the slope * On every level of a dwelling, including basements Do not install: * Within 5 foot of a cooking appliance or over heat sources * Outside the home

14 * In a close space, such as below a cupboard * In damp or humid areas (such as bathrooms, near sump pumps, above sinks, etc.) or near areas where water may splash on the sensor * In drafty areas or next to an extractor fan * In blocked air flow areas like behind curtains, furniture or areas where dust and dirt may collect * In extreme temperature change locations (-50F to 104F) * Near chemicals (for example paint, thinners, solvents or air fresheners) * Keep in mind the suggested height of the mounted device is 12 from the ceiling (if wall mounted) or 12 from a wall (if mounted on the ceiling). 2. Remove all contents from the carbon monoxide box. 3. Log into the SmartThings app on your smartphone: * Make sure your system is disarmed before installing any new device * Select My Home * Tap Things * Tap Add a Thing 4. Use the SmartThings app to scan the QR code on the device and follow the on-screen instructions. Before mounting the device, place the QR code somewhere easy accessible for future use. 5. Pull the tab on the detector. 6. Troubleshooting: If the carbon monoxide alarm did not pair successfully with the ADT Hub, follow these steps to manually put your device back in pairing mode: * Press and release the button twice * Press and hold the button until the red LED starts blinking quickly * Continue to press and hold the button until the red LED turns solid * Release the button and after 5 seconds the red LED will begin to blink slowly * Use the SmartThings app to complete setup 7. Reference the Carbon Monoxide Alarm User Guide for detailed placement and mounting instructions 8. Test the device: * Select System Settings on the Home Screen of your Hub * Enter your Master Code on your Hub * Select Walk Test on your Hub * Push and hold the Test button on the sensor for 5 seconds * Test the device every year to ensure that batteries are functioning correctly. * When the Carbon Monoxide Alarm detects potentially dangerous levels of carbon monoxide, it flashes the red light immediately and then sounds a loud alarm if the carbon monoxide persists. Please see below diagram in regards to each LED light and what to expect: How do I setup my ADT Water Leak Detector? (We will embed the Water Leak Detector User Guide to this FAQ) To set up your water leak detector, follow these steps: 1. Decide on your installation point before you starting the mounting process. Keep in mind: * If a pool of water forms below the detector, moisture will touch all the metal contacts at the bottom of the detector to trigger an alert. * If water drips from above the detector, water will touch both metal contacts at the top of the detector to trigger an alert. * Place the water leak detector in areas of your home that are at risk of a water leak, e.g. bathrooms, basements, clogged drains, or old pipes. * Make sure that leak detectors are within 350 feet of the main Hub. 2. Remove all contents from the leak detector box 3. Log into the SmartThings app on your smartphone: * Make sure your system is disarmed before installing any new device * Select My Home * Tap Things * Tap Add a Thing 4. Remove the detector cover by rotating it counterclockwise and then remove the tab. The red LED will begin to blink slowly and then turn solid for 3 seconds. 5. Use the SmartThings app and follow the on-screen instructions to complete setup. For detailed instructions regarding setup please reference the Water Leak Detector User Guide 6. Troubleshooting: If the water leak detector did not pair successfully with the ADT Hub, follow these steps to manually put your device back in pairing mode: * Release the button when the LED blinks slowly. The LED will then turn on solid for 3 seconds

15 indicating the detector is ready to connect * Replace the detector cover and use the SmartThings app to complete setup 7. Test the device: * You can test your leak detector by placing a few drops of water on the metal base contacts. * After the drops have been placed, check your SmartThings app to check status. HOW DO I GET MONITORING? What is an alarm permit and how do I know if I need one? A number of jurisdictions have adopted false alarm ordinances and permitting as a way to reduce false alarms. If you have an ADT professionally monitored system you may be required to purchase an alarm permit depending on your location. Be sure to check with your local Police Department and county Sherriff to see if a permit is required in your municipality and any associated false alarm fees. Please note: permits are only needed for professionally monitored systems, self-monitored systems can function without permits. What are Patrol Services? Some areas require third-party Patrol Services. Patrol Services verify each alarm event by dispatching a third-party security officer to investigate suspicious activities prior to alerting the police. How do I remove an ADT Monitored device from my SmartThings? To remove a device, simply follow these steps: 4. Log into your ADT account 5. Tap on the My Home icon towards the bottom of the screen 6. In the My Home interface, tap Things 7. Select the device you wish to remove 8. Tap the gear icon 9. Tap Remove 10. Confirm Removal How do I rename an ADT Monitored device on my SmartThings? Renaming devices is a great way to personalize your interface. Here s how to rename a device: 4. Log into your ADT account 5. Tap on the My Home icon towards the bottom of the screen 6. In the My Home interface, select the device you want to rename 7. Tap the gear icon at the top of the screen

16 8. Under Give your device a name, tap the X 9. Type in the name you d like to use 10. Tap Done and then tap Save in the top right hand corner of your screen TIP: Use a title that is descriptive of where the sensor is located. Descriptions such as Master Bedroom Window or First Floor Back Door are helpful to provide to the police in case of emergency. How do I test each of my devices? It is important to test your devices regularly to make sure they are in good working order. Please note: If your system is armed and you have professional monitoring, these tests will send signals to our ADT Monitoring Center. This will result in a call from a Monitoring Professional to verify your signal and could possibly result in a police dispatch if the signal is not cancelled. In some municipalities, false alarms will result in a false alarm fee. ADT Door and Window Sensors: 1. Select System Settings on the Home Screen of your Hub 2. Enter the Master User Code on your Hub 3. Select Walk Test on your Hub 4. You can test your door and window sensors by performing a Walk Test on the ADT Security Hub, opening and closing the door or window where it s been installed, and then checking its status on the ADT Security Hub touchscreen. 5. For more information please reference the Door and Window Detector User Guide ADT Motion Detector: 1. Select System Settings on the Home Screen of your Hub 2. Enter your Master Code on your Hub 3. Select Walk Test on your Hub 4. Press the Walk Test button on the side of the detector 5. During the next 10 minutes the red LED will light up when it sees motion 6. During this 10 minutes, you can adjust the sensor for location 7. For more information please reference the Motion Detector User Guide ADT Keychain Remote: 1. Select System Settings on the Home Screen of your Hub 2. Enter your Master Code on your Hub 3. Select Walk Test on your Hub 4. Press any button on the remote while within 15 feet of the ADT Security Hub, and then check the status on the touchscreen 5. For more information please reference the Keychain Remote User Guide ADT Smoke Alarm: 1. Select System Settings on the Home Screen of your Hub 2. Enter your Master Code on your Hub 3. Select Walk Test on your Hub 4. Push and hold the Test button on the smoke alarm for a minimum of five seconds. 5. The alarm will sound, and the red LED blink. 6. Your Hub should display an alert for the smoke alarm 7. For more information please reference the Smoke Alarm User Guide ADT Carbon Monoxide Alarm: 1. Select System Settings on the Home Screen of your Hub 2. Enter your Master Code on your Hub 3. Select Walk Test on your Hub 4. Test the carbon monoxide alarm weekly by pressing and holding the Test button for a few seconds 5. Your Hub should display an alert for the carbon alarm 6. For more information please reference the Carbon Monoxide Alarm User Guide ADT Water Leak Detector: 1. Select System Settings on the Home Screen of your Hub 2. Enter your Master Code on your Hub 3. Select Walk Test on your Hub 4. Test the water leak detector by placing a few drops of water on the metal contacts 5. Your Hub should display an alert for the water leak 6. For more information please reference the Water Leak Alarm User Guide System Test at Setup: Once you ve finished setting up your ADT Security Hub, you should perform a Walk Test to ensure that all your devices are installed and working properly. It is strongly recommended that you repeat this Walk Test each month: 1. Select System Settings on the Home Screen of your Hub 2. Enter your Master Code on your Hub 3. Select Walk Test on your Hub 4. Select Sensors Test and follow the on-screen instructions. Note: If a device fails the Sensors Test, check that it s been installed correctly or visit Support.SmartThings.com for assistance 5. Select Console Test and follow the on-screen instructions 6. Tap < or the Home button to exit Test Mode TIP: The battery only has a 12 to 24-hour life span, so when you first plug the system in, the battery will take some time to recharge to full.

17 What happens when my account Is in Test Mode? Walk Test: ADT recommends you perform a weekly walk test of your Hub, detectors and alarms. Please see the steps below to complete a walk test: 1. Select System Settings on the Home Screen of your Hub 2. Enter your Master Code on your Hub 3. Select Walk Test on your Hub 4. Select Sensors Test and follow the on-screen instructions. Note: If a device fails the Sensors Test, check that it s been installed correctly or visit Support.SmartThings.com for assistance 5. Select Console Test and follow the on-screen instructions 6. Tap < or the Home button to exit Test Mode System Test: Completing a system test is required to ensure your system is working properly. This is a diagnostic test on your Hub, detectors and alarm. Once your system test is complete, you will be put into a familiarization period. While your system is in test, ADT will not respond to any signals or alarm events. During this time, there will be no response to your alarm by our Monitoring Center and ADT will not notify police or emergency personnel. How do I reset my Hub? When you reset your Hub all your devices will be removed, any pre-set programming will be lost and the Hub will be reset to factory settings. To reset your Hub, follow these steps: 1. Unplug the A/C adaptor and backup battery 2. Reconnect the A/C adaptor and backup battery 3. Once the Home/Emergency button starts flashing, press and hold until both buttons stop flashing 4. Your Hub will now reboot and restore to the Factory setting Can I give my Hub to someone else? Yes, you can give your Hub to another person. The new owner of your Hub will need to reset the Hub and create a new account. Familiarization Period: This is a 7-day test period that allows you to learn your system and reduce the potential for false alarms. During this period, our monitoring center will not respond to your alarm. Can I end Test Mode early? Yes, you can end Test Mode at any time. Here s how to end Test Mode early: 1. Open the Security Settings in your SmartThings app 2. Select Panel in Test Mode 3. Tap I m Done Keep in mind it is your responsibility to ensure that your system is in good working order. ADT recommends that you test your system every 30 days, and after any changes to phone or Internet service or any home renovations.

18 CONTACT ADT OR CONTACT SAMSUNG? When should I contact ADT for help? You should contact ADT for help with any problems you encounter with the ADT Monitoring Services, your interactions with an ADT agent during an alarm event, or to discuss the service you received during an event. Here s how to contact ADT: 1. For technical support, frequently asked questions and simple troubleshooting, visit com/help 2. For any other questions or for live agent support, call ADT Customer Care at ADT- ASAP. When should I contact Samsung for help? You should contact Samsung for anything related to the operation of the Samsung Hub, associated devices, or its SmartThings mobile app software this includes the automations and your Works with SmartThings partner products. For help with your Hub, please contact the retailer where you purchased the Hub, visit Support. SmartThings.com, or contact Samsung at SAMSUNG.