There is a moment in every activation where a person decides what this is. Everything before it is equipment, and everything after it is logistics. The judgement in the middle is the service.
From signal to response
The sequence
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01
The signal arrives
An alarm activation, a camera detection, or a process condition crossing the threshold you set. It arrives at the control centre in the Lincolnshire Wolds — the same room, every time, day or night.
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02
An operator assesses it
This is the part you are actually buying. Every activation is assessed before anyone is called out. Systems watch for movement and for crossings of lines you define, then put the right camera in front of an operator, so they respond to an intruder rather than to a passing cat.
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03
Verified, or stood down
If it is nothing, it is logged and nothing further happens — you are not woken up to be told a fox walked past. If it is something, the arrangements for your site start.
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04
The ladder starts
Named contacts in the order you agreed, at the times each is available. Where a contact cannot be reached, the call moves down the ladder rather than stopping.
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05
Somebody attends
A keyholder, our own response team, a guarding partner, or a direct call to the emergency services — whichever your arrangements specify, to the time we agreed.
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06
It is logged, and reviewed
What came in, what was decided, what happened and when. Arrangements are reviewed after any incident, because an incident is the best information you will ever get about whether they were right.
When we cannot reach you
An escalation ladder that ends in an unanswered phone is not an arrangement, it is a hope. Where a contact cannot be reached, the call moves down the ladder rather than stopping, and repeated failures to connect are escalated to our own on-call senior management so a person — not a process — decides what happens next.
If a call to us did not reach an operator, we want to know.
Report it to info@echeloncic.com with the time and the number dialled, and it will be investigated against our call records.
False alarms
Every activation is assessed before anyone is called out. Where a site generates repeated false activations we will come back to you with what is causing them, because a customer who stops trusting their own alarm is a worse outcome than a service call.
Keeping the watch up
The control centre is manned around the clock, every day of the year. Power, communications and signal paths are arranged so that the loss of any one of them does not take the watch down with it.
Want this running on your site?
Tell us what is there and what worries you about it. We will tell you honestly whether monitoring is the answer.