After handover
The part most contractors stop caring about.
A system is only as good as the support behind it. Warranty work, service calls and monitoring go to people who were on the project, through an escalation path your team agreed to.
- 0 min
Event fires
A sensor, camera or link reports a state change into the operations desk.
- 2 min
Verified
An operator confirms it against video or a second signal before anyone is woken up.
- 6 min
Your contact called
The first name on the escalation list your team wrote, not a generic queue.
- 30 min
Crew dispatched
If the situation needs hands on site, a technician is moving.
- Next day
Written up
An incident record you can hand to a council, an auditor or an insurer.
Coverage
| Service | Hours |
|---|---|
| Alarm monitoring | 24 / 7 / 365 |
| Device health | 24 / 7 / 365 |
| Network monitoring | 24 / 7 / 365 |
| Helpdesk | Business hours, on call after |
| On-site response | Within [ N ] hours |