The XRelay Emergency Contact and Communications Protocol

The XRelay Emergency Contact and Communication Protocol (XECP) is designed to give every customer clear and direct instructions on what to do and the steps to take during both emergency and non-emergency situations.

This page acts as a last-resort reference guide. It contains no promotional content — only the information you need to know in the event of a security incident, system issue or lockout.

By following the steps outlined here, you can be confident that:

  • Emergency Services will be contacted quickly when required

  • XRelay Support can be reached without delay

  • Your system and premises remain secure at all times

§.1 - Immediate Emergencies (Active Incidents — SENTINEL users)

If you believe a crime is in progress, or an intruder is present on your premises:

Step 1 - Dial 999 or 112 immediately and ask for Police. Give clear and prompt information to your call handler to streamline the process.

Step 2 - Once you and all other parties are safe, contact the XRelay Emergency Response Number and have your System ID ready (details on where to find both of these is below)

Step 3 - Provide your system ID to the call handler and await further instructions.

SAFETY WARNING - Do not attempt to confront or restrain an intruder yourself. Always allow emergency services to handle the situation.

§.2.0 - Non-Active Emergencies

Non-Active Emergencies include repeated false alarms, technical faults, access issues or system lockouts where there is no active crime in progress. These incidents should still be reported promptly so they can be resolved and your system kept fully operational.

§.2.1 - XRelay SENTINEL Users

Step 1 - Confirm your premises are secure and there is no active threat.
Step 1.5 - If an active threat is present, see §.1 Immediate Emergencies.
Step 2 - Contact the XRelay Standard Enquiries Line on +447 466 368 395.
Step 3 - Provide your system ID and a description of your issue.
Step 4 - Follow the operator’s instructions. Where required, you will be escalated to the Emergency Response Number supplied in your system materials.

§.2.2 - XRelay ACCESS Users

Step 1 - Confirm your premises are secure and there is no active threat.
Step 1.5 - If an active threat is present, or you see forced damage or attempt-of-entry on your system, see §.1 Immediate Emergencies.
Step 2 - Attempt to use your Secondary Access Method (backup fob, manual override, smartphone app if available).
Step 3 - If the issue persists, contact the XRelay Standard Enquiries Line on +447 466 368 395.
Step 4 - Provide your System ID and a clear description of the fault.
Step 5 - Follow the operator’s instructions. Where required, you may be escalated to the Emergency Response Number and an Authorised Technician may be dispatched to site.

§.2.3 - XRelay STORE Users

Step 1 - Identify whether the issue affects a single user, multiple users, or the entire system. (This will help with later diagnosis)
Step 2 - Contact the XRelay Standard Enquiries Line on +447 466 368 395.
Step 3 - Provide your System ID and a clear description of the fault.
Step 4 - Follow the operator’s instructions. Where required, a Server Engineer will be deployed if remote resolution is not possible.

§.2.3 - XRelay CONNECT Users

Step 1 - Identify whether the issue affects a single device, multiple devices, or the entire network. (This will help determine whether it’s a local fault or a system wide fault.)
Step 2 - Pre-Intervention diagnostics — If possible reboot your system (each unit, including hubs, switches and access points), and check your power supply.
Step 3 - If the issue persists, contact the XRelay Standard Enquiries Line on +447 466 368 395.
Step 4 - Provide your System ID and a clear description of the fault.
Step 5 - Follow the operator’s instructions. Where required, an XRelay Network Engineer will be deployed if remote resolution is not possible.

NOTE: If your premises uses more than one XRelay system (eg. SENTINEL with ACCESS or CONNECT), please follow the relevant instructions for each system type when reporting an issue. This ensures your enquiry is directed correctly and resolved without delay

§.3 - Verification Protocol

The Verification Protocol exists to protect customers from impersonation and to provide confidence that any XRelay Responder or Engineer attending your premises is fully authorised. Verification must always be completed before granting access to any individual.

• IDENTIFICATION - All XRelay Personnel carry an official X-01 Group* Identification, which includes their picture, name, role, and a Specialist ID number, among other information.


• VERIFICATION METHODS - You can confirm an ID number by:
- visiting www.xrelay.co.uk/support/verify or

- scanning the QR Code on the back of the ID card, you should be directed to the following webpage (inspect URL fully) — www.x01group.com/agentverification/[ID NUMBER]



• CUSTOMER RIGHTS - You are encouraged to verify every visit. XRelay Staff should always offer verification, and are NOT AUTHORISED to reject to verification.

• IF IN DOUBT - If verification cannot be confirmed, or you suspect suspicious activity, DO NOT GRANT ACCESS and immediately contact the XRelay Business Line on +447 466 368 395.

IF SOMEONE REFUSES TO VERIFY AND THEN ATTEMPTS TO FORCE ENTRY TO YOUR PROPERTY
Dial 999 and ask for Police.

*XRelay Technologies operates under the X-01 Group of Companies. Engineer and Responder Identifications are issued and verified by the X-01 Group.

§.4 -Ancillary Information

This Section contains supporting details that are important for using the XECP effectively, but are not tied to a specific emergency or system type.


• System ID - Each XRelay System has its own identifier, and is required to help us locate you, and your system type. It can be found on:

• Your Installation Documents
• Your Alarm Base Station (SENTINEL Users)
• Your Control Panel (ACCESS Users)
• Your Server Computer (STORE Users)
• Your Network Hardware (CONNECT Users)


• Emergency Response Number - This private number is provided and linked to individual system owners. As it is linked to individual systems we request that you do not share this number. It can be found on:

• Installation Documents
• Emergency Contact Stickers
• Alarm Base Station (SENTINEL Users)
• RFID and Key Fob Identifier Tags


• Business Line - For all non-emergency issues, contact the XRelay Standard Enquiries Line on:
+447 466 368 395.


• Escalation - If necessary, operators will escalate your case to the Emergency Response Number. Escalation decisions are made on a case-by-case basis to ensure the effective deployment of resources.

This page is intended as a reference guide for XRelay Systems. It does not provide supportive information for any other system. If you believe you, or your property’s security is at imminent threat, always dial 999.


XRelay Technologies, The XRelay ‘Radar’ Style Logo, The ‘SACS’ Logos, and all other marks are trademarks of XRelay Technologies, which operates under the X-01 Group of Companies. For more information see www.xrelay.co.uk/support/x01group