|
|
Our UL-Listed Control Center Maintains To The
Following Standards:
Please click here to see UL requirements.
Facility and Operating Standards
Datawatch® Central in Bethesda, Maryland is manned twenty-four (24)
hours a day and is UL-Approved and Listed for protective
signal monitoring. Underwriters Laboratories Approval means the
institution of stringent construction, administrative procedures
and facility backup standards, which are essential to the provision
of reliable high quality monitoring services.
Datawatch® Central is equipped with redundant systems; it's own
self-contained air conditioning and environmental control system,
and its own UPS and emergency generator. This insures continuous
direct power and environmental conditioning to all necessary equipment
in the event of short-term or prolonged power outages. Datawatch®
Central is also equipped with Complete Incident Reconstruction Capabilities
that include a multi-channel Audio Recorder, to document all telephone
communications, as well as an Outbound Telecommunications Tracking
System. Incoming telecommunications are routed through an Automatic
Call Distribution System that provides 'Real Time' monitoring and
tracking of call processing and call handling traffic.
Datawatch® maintains a redundant Central Station in Deale, Maryland
where operations can be switched to in case of an emergency.
Staffing
Staffing levels and support are set at standards to insure prompt
response to customer requirements in a highly professional manner.
Each shift is always under the direct responsibility of a Supervisor.
Staff scheduling is designed and established to accommodate high
activity periods. Staffing levels of Operators are maintained to
insure 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
Immediately assigned to your account will be a Customer Sales Associate.
This customer support professional works with you during all phases
of the system 'turn-on' process. This includes collection and implementing
of account information and client response procedures, coordination
for access card distribution as well as providing documentation
on system operation for the end users.
After system 'turn-on', our Customer Service
Help Desk will continue to provide valuable services for you including
response to your inquiries regarding information or special reports.
The Customer Service Help Desk is your one point source for contact
with Datawatch® Systems.
Remote Administrative Services
An in-house Administrative Support Group supports Datawatch® Central.
This group is responsible for system programming, the administration
of access cards, the maintenance of cardholder and facility information,
as well as the issuing of special reports for each site. Event Activity
Response Reports will also be issued from this group on an as needed
basis as part of our services. The separation of these administrative
services ensures that all information regarding customer facilities
will be processed and managed in an efficient and professional manner.
Datawatch® Central performs the following Monitoring
and Management Services
- Management and Administration of Your Facility Database:
Datawatch® Systems will provide database programming and management
of all access cards for tenants as well as control facility operations
including unlock/lock times for doors and activation/deactivation
of the alarm system. Customers may also use our web link DirectAccess
to do all Card & Key administration and history reporting.
- Database Reports: As part of our administrative
services, Customer facilities will be issued quarterly card listings
(card population rosters). Specialized or regularly recurring
reports can be provided on a case by case basis.
- Incident Activity Reports: Upon request, Datawatch®
Systems will produce alarm activity reports including such items
as card number, individual names, doors, times and dates. We also
provide Complete Incident Reconstruction Capability by utilizing
a voice recording system and outbound telecommunications tracking
system.
- 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.
This is accomplished via the use of door contacts, passive infra-red
auto-exit devices, and special system software that enables us
to differentiate between these two conditions.
- Automation of Tenant Access: Automatic access
into your facility, with the use of Access Control Card readers,
by individually-defined access levels for each cardholder, based
on day, time and door combinations.
- Archiving of Unauthorized Access Attempts:
Datawatch® Systems will monitor for attempts to use unauthorized
access cards at doors and times that are not appropriate for a
particular cardholder's access level. This information will be
maintained as part of the regular computer history and can be
accessed and provided when required. Datawatch® Systems will also
provide the capability to track lost or stolen cards, which will
be specially flagged by the system.
- Intrusion Detection Monitoring: All designated
locations, such as secondary perimeter doors, equipped with door
monitoring contacts will be supervised in accordance with a time
schedule determined by facility management. Once armed these doors
will be monitored for alarm conditions. All spaces equipped with
monitoring devices will be supervised for activity of these devices.
- Monitoring of System Integrity: Datawatch® Systems
will monitor 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
Security System, Datawatch® Central can monitor your facility Fire
Alarm System for Alarm and Trouble conditions.
|
