davey_d's profile
Community Admin

Community Admin

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2.9K Messages

Mon, Jun 7, 2021 6:02 PM

New Subscription Options Bring More for Everyone

Hi everyone,

We're thrilled to announce some changes to our service plan options that will give all SimpliSafe customers the ability to use our SimpliSafe mobile app regardless of the plan you're subscribed to. This is a major change that has been in the works for a while, and is one of our most requested features - so we know a lot of you will be excited!

Before we get any further, it's important to know that for most subscribers, who are on the $24.99 Interactive Monitoring Plan, these changes will not impact you in any way: you will still have the best-in-class monitoring services with complete access to our app and all advanced features.

Our Interactive Monitoring Plan is so popular because it provides the highest level of protection and customization, with features like 24/7 professional monitoring, faster police dispatch (thanks to video verification), fire and medical dispatch, video recordings, cellular back-up, smart home integrations, and more.

Now, onto the new news:

  • Rolling out over the next few days, all customers with the latest generation SimpliSafe will be able to use the smartphone app or your online account for functions like remote arm/disarm, camera live view, and system/device settings.
  • We're also introducing a new service plan focused on camera recordings for customers who primarily want to self-monitor - while also having remote access to control your system from our app or webapp, and view/manage recorded video.
  • For those that are primarily interested in our professional monitoring, we'll still have our Standard Monitoring Plan as well!

New Plans, more options

To keep things clear, here's a quick breakdown of how all of the plans now compare by major features.

  No Monitoring $9.99
Self-Monitoring
with Camera Recording
$14.99
Standard Monitoring
$24.99
Interactive Monitoring
24/7 Police Dispatch
24/7 Fire & Medical Dispatch
Base Station cellular backup
Arm/Disarm Remotely
Timeline event log
Unlimited Camera Recordings
Video Verification
Smart Home Integrations
(Google, Alexa)

For an even more in-depth breakdown, check out our Help Center page here.

I'm already subscribed. What's happening to my plan?

You'll only notice a change to your service if you previously did not have access to app controls and notifications. For example, if you're on the $14.99 Standard Plan, you'll get access to those features, and will be able to set them up through the SimpliSafe app. Just make sure you're updated to the latest version of the app, and you're good to go.

I'm not yet subscribed. How do I activate App Control?

App control features are totally opt-in, so you can decide if it's right for you. You will also need to connect your system to the app, so if you have the latest-gen SimpliSafe (that would be Gen 3, released in January 2018), you'll want to connect your system to WiFi as part of the process. Once you're ready, follow these instructions to get started.

I have a previous-gen SimpliSafe system. Can I also access the app now?

For those with a Gen 2 system, unfortunately you'll need to have at least the Standard Monitoring Plan active, as that enables the built-in cellular connection - which is the only way to link your system to the app. Or if you're ready, you can give our Sales team a call at 800-548-9508 to talk about our Upgrade Trade-Up options to get you upgraded to a Gen 3 system. If you're already subscribed, you will automatically be able to control your system and use other advanced features either in the app or your online account.

What about customers in the United Kingdom?

For now, these changes are only rolling out to US-based customers. We're working on bringing similar changes to UK Monitoring Plans at a later date.

Feedback Welcome!

As always, we continue to work hard to make SimpliSafe the best security system on the market. Your comments and suggestions are a big part of that. The features in this update came from feedback from customers like you, so keep 'em coming!

180 Messages

Il y a 1 a

Looks good.  I have the 24.99 Interactive monitoring and plan on keeping it.

Is there a reason "Base Station cellular backup" is listed twice?

Captain

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4.7K Messages

Il y a 1 a

@Johnny M great post, great information but three days from now, how are customers going to find it? yep, grinding the old axe on the CRC. At this point, this is big enough news (good news too) that an email should go to all customers about it.

Bottom line, nicely done Simplisafe, listening to your customers. Now leverage the hell out of it and get the word out.

Community Admin

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2.9K Messages

Il y a 1 a

We're ahead of you on that front, Captain. We're slowly rolling out emails to let our customers know. I was just first to get the ball rolling.

Speaking of, I guess I was a little excited getting this info out. Thanks for the catch, mdolfan!

- Johnny M.
SimpliSafe Home Security

Captain

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4.7K Messages

Il y a 1 a

@Johnny M. never even hint of apologizing for being excited. Excitement is what improving the customer experience is all about. Great news. In the past there were several times SS was in stealth mode on good news for customers, like the video expansion at no extra charge on the 24.99 plan and up to 4 cameras at nc on the standard plan. Actually, I think it was you who finally posted it in the forums. In any event, good news all around.  Again, thank you again for the post!

1 Message

Il y a 1 a

This looks fantastic and would remove the barrier for purchasing - I'm about to go with a competitor because of the need to spend ££ on a monthly package just to be able to arm and disarm remotely. Unfortunately your sales agents here in the UK don't seem to be aware of this option, or it's not available outside of the US :(

Any plans to introduce it here in the UK?

Community Admin

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2.9K Messages

Il y a 1 a

Hi mail_9K7FMX,

I added a bit to my original post. But yes, these changes are rolling out to US customers first. We hope to bring the new features to UK folks soon!

- Johnny M.
SimpliSafe Home Security

84 Messages

Il y a 1 a

I've been on the standard plan since I got my system and this is a welcome change, so thanks for that. Couple questions though.

Why is the timeline limited to 7 days for the standard plan? In the past it was unlimited. Not really complaining, I actually don't want to have years of history saved up, just wondering what the thought process was for giving the new cheaper plan unlimited logs and limiting the standard plan to 7 days.

A friend still has the simplisafe 2 system. No cameras. Would they also be able to arm and disarm with the standard plan? If so, it'd make more sense for them to downgrade since most of the interactive features are made for people with the cameras.

Advocate

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636 Messages

Il y a 1 a

Feedback Welcome!

As always, we continue to work hard to make SimpliSafe the best security system on the market. Your comments and suggestions are a big part of that. The features in this update came from feedback from customers like you, so keep 'em coming!

- Johnny M.
SimpliSafe Home Security


My feedback?

As mentioned in my topic post, I share the same question as alex_124.

Johnny, please pass along the request that the Standard Monitoring Plan includes Unlimited Timeline Event Logs - if even only for those who specifically ask for it. As alex_124 pointed out above, the logic of reducing the number of days to match those who do not pay for monitoring (of any plan) is baffling. I know that many of those under Standard Monitoring may not care, but it is a feature I would like back for those who do (myself being one of them). I often utilized my logs going back further than seven days. I am a writer by profession, so my tech experience is only for my website and servers for my company. That said, text files are tiny especially compared to video storage (unlimited camera recordings). If that is indeed the reason for the reduction (I can think of no other sound reasoning), the difference should be negligible. At the very least, ask the individual customer on the Standard Plan for their input. Those who want Unlimited Timeline logs can opt-in, while those who see no need for extensive records can opt-out. You should never subtract a feature once it is and has been a part of a paid subscription. A grandfathered method would have been one option (right behind informing those affected by the change before implementation).

Thank you for reading.

Community Admin

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2.9K Messages

Il y a 1 a

Absolutely duly noted, Shiherlis. I let my superiors know as soon as you posted your other thread. From our data, most users usually don't go further than 7 days in the Timeline. But you've provided evidence that there is still demand for full access.

- Johnny M.
SimpliSafe Home Security

Advocate

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636 Messages

Il y a 1 a

Johnny,

Something occurred yesterday, and I need all of my old Timeline logs as far back as they once would go (and currently do under Interactive Monitoring). The current limitation is why I knew the unannounced downgrade would be a massive negative for me.

If I request my past logs from SimpliSafe, can the company provide them to me in a particular searchable format? A specific day or week is not enough, as I need all of them. If I upgrade to Interactive Monitoring for the month, will all of my deleted logs be restored, or are those now gone and no longer recoverable?

Thank you in advance for the forthcoming answer.

Captain

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4.7K Messages

Il y a 1 a

@Johnny M  I just got a call from one of my two brother-in-laws to let me know how he did with storms out East. I asked him if he had heard about the new changes in monitoring plans and, of course, he had not.  Due to some recent  reasons, he had dropped his monitioring plan and stopped using his system.  (My other brother in law has SS2 also and has the 24.99 plan). I asked him why he stopped, said if he could remotely arm and disarm he would start using the system again.  

I gave him the update in this thread and was a very happy camper. Just sent an email to the 11 mmebers of our extended family that have SS systems so they are up to date, and will send the same email to the other two dozen owners so they are too.

Note that I am sending two emails so I can change the content a bit, but not that hard to do.  Given the aiblity of Exchange, or even farming email notifications out to 3rd parties, it shouldn't be hard to get the word out by end of this week.

Finally, I am sure someone in Marcom (say even an intern) could update the Help Center.
https://support.simplisafe.com/hc/en-us/articles/360023809972-What-are-the-service-plan-options-

140 Messages

Il y a 1 a

Unlimited Camera Recordings     ‚úó     ‚úì     ‚úó     ‚úì

Why am I showing I reached my LIMIT of 10?  Why don't I have unlimited?

Community Admin

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2.9K Messages

Il y a 1 a

@toastie,

That's unlimited storage for each camera. But each account can still only have 10 cameras.

- Johnny M.
SimpliSafe Home Security

1 Message

Il y a 1 a

I'm using the original system, with the Standard Monitoring Plan, and I never got notice of any of this. I only found this notice because I was poking around the site trying to figure out a problem. There might be other folks that aren't aware of the upgrade.

Also, I didn't know that there is now an outside camera available. I'll look into that, now that I know.

26 Messages

@hoot Same!! I didn't know they changed their plans 6 MONTHS AGO. I just found out because I decided to look up firmware changelog! Seriously would have been nice if SimpliSafe emailed subscribers this info, but they probably wouldn't so they could keep us folks paying the higher fee!!!!

Anyhow how do I change my plan? I have 24.99 I want to go to $9.99. I go to website, sign in select Monitoring and can only change credit card, not plan. Can't do it in the app either. Do we have to call?

Community Admin

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2.9K Messages

Please give our Support team a call at 800-548-9508. After they verbally confirm your Safe Word passcode, they can make any change to your account that you need.

Captain

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4.7K Messages

Il y a 8 m

Just reviewed this post again, and suggest an edit. Your Timeline category is not exactly accurate, and should be broken out.  No monitoring or self monitoring, you get an abbreviated timeline. On the more gucci plans you get it forever.