As Jeff said we need to know the model of the system.
I'll assume it's a Starcall system.

When I ran into the same brick wall a few years ago I told the customer to call the vendor that installed the system and request the installer's manual and the required software, which is Starcall Rapid.

The vendor tried to skirt around the issue and sent a User's guide.
To make a long story short my customer had to threaten to get an attorney involved before they finally sold them the manual and software.
The manual is really nothing more than a user's guide for the software.

As far as the clocks "speeding up" on their own... that's when they are trying to synchronize with the master clock. Are they displaying the correct time afterwards?

What are the alarm codes shown on the console?