Datawatch® Central
Our Central Monitoring Station is UL-listed and approved. We adhere to all UL standards and requirements.
Please click here to see UL requirements.
Facility and Operating Standards
We are committed to your safety. Datawatch® Central in Bethesda, Maryland is manned twenty-four (24) hours a day, seven days a week, 365 days per year. It is approved and listed by Underwriters Laboratories (UL) for protective signal monitoring. UL approval requires the adoption and maintenance of stringent construction, administrative procedures, and facility backup standards that are essential to the provision of reliable high quality monitoring services.
Datawatch® Central is equipped with redundant systems. It relies on a self-contained air conditioning and environmental control system along with its own UPS and emergency generator. These systems ensure continuous direct power and environmental conditioning to all necessary equipment in the event of short-term or prolonged power outages. We are also equipped with complete incident reconstruction capabilities that include automatic audio recording to document all telephone communications. Our database systems fully capture of all activity on each alarm, and our outbound telecommunications system makes it possible for us to track calls made to you from our facility. Incoming telephone calls are routed through an automatic call distribution (ACD) system that provides real time monitoring and tracking of call processing and call handling traffic.
Datawatch® maintains a back-up Central Station in Deale, Maryland, which allows operations to be switched to that location in case of an emergency.
Staffing
Staffing levels of both operators and support staff are set to ensure prompt response to customer requirements in a highly professional manner. Each shift is always under the direct responsibility of a supervisor. Staff scheduling is established to accommodate high activity periods. Our staffing plans ensure that every telephone call to Datawatch® Central is answered as quickly as possible. Our ACD statistics reflect that 95% of all incoming calls are answered within 3 seconds or less.
Customer Service Representatives
A customer service representative is assigned to your account when you sign your contract. This customer support professional works with you during all phases of the system 'turn-on' process. Your representative will collect account information and client response procedures, coordinate access card distribution, and provide documentation that will help you operate your system.
Once your system is installed and working, our Customer Service Help Desk will continue to provide information and help for you, including special reports or assistance with our on-line services. The Helpdesk is your one point source for contact with Datawatch® Systems.
Remote Support Services
Our in-house programmers and card-key specialists provide support for you and Datawatch® Central. These groups are is responsible for system programming and configuration, the administration of access cards, the maintenance of cardholder and facility information, as well as for issuing reports for each site. Event activity or specific card-use reports come from these groups on an as-needed basis.
Central Station Operators
Often referred to as “the heartbeat of Datawatch” our operators are fully trained through a mandated 40-hour classroom training combined with a two-to-three week mentoring experience with a Senior Operator. Using a state-of-the-art, fully automated monitoring software application, your account can be customized for your facility -- your Datawatch® experience is tailored to your specific needs.
Experience Matters
Over 80 percent of our staff on all levels has been on the job for over three years, with over 65 percent having more than five years of experience. Our Department Managers average 10 plus years with the company. These unusually high tenure rates speak well of the excellent work environment and dedication that Datawatch® engenders in its team members.
Datawatch® Central performs the following Monitoring and Management Services
Management and Administration of Your Facility Database:
Datawatch® Systems provides database programming and management of all access cards for tenants. We also control facility operations including unlock/lock times for doors and activation/deactivation of the alarm system. Customers may also use our web–based program DirectAccess to do all Card/Key administration and history reporting.
Database, Facility, and Incident Reports:
Quarterly reports of card population rosters, as well as other one-time or recurring reports can be provided on a case-by-case basis. Other reports may include alarm incident reports, or unauthorized access attempts. Incident reports can contain such information as attempted cards use, specific door reports, and time and date identification of all activity. We also have the capability to track lost or stolen cards, and to quickly delete them from the system so that they cannot be used to gain entry.
Dual Condition Monitoring of Card Reader Doors:
All card reader doors equipped with alarm contacts will be monitored for two different conditions: forced entry and held-open detection. We differentiate between these states through the use of door contacts, passive infra-red auto-exit devices, and sophisticated system software.
Automation of Tenant Access:
Tenants and other authorized people are allowed automatic access into your facility through the use of access control card readers. Access levels are individually defined for each cardholder, based on day, time, and door or elevator combinations.
Intrusion Detection Monitoring:
All designated locations (such as secondary perimeter doors) that are equipped with door monitoring contacts are monitored for unauthorized activity in accordance with a time schedule determined by facility management.
Monitoring of System Integrity:
Datawatch® Systems monitors system integrity and diagnostic functions such as lock power supply, cabinet tamper, and failure to communicate. Datawatch® Central will follow standard service dispatching procedures in response to receipt of these signals.
Fire Alarm Monitoring:
In addition to your access control system, Datawatch® Central can monitor your facility fire alarm system for alarm and trouble conditions. Datawatch® Central follows strictly enforced Fire Code procedures for dispatch and notification of fire alarms.