24/7 real-time monitoring and alerting
OmniWatch's alerting service
When a sensor reaches its alarm condition it invokes Spook's alarm escalation procedure. Alerts are sent in real-time and have three stages. At each stage there is a time delay to allow you to acknowledge the alarm. If alarms aren’t acknowledged they pass to the next stage, eventually culminating to Spook’s UK call centre where an agent is tasked with calling you and your team on landlines.
Should an alarm be acknowledged before passing to the next stage, the alarm escalation period is ceased and you and your team are emailed to confirm matters.
How the 3-stage alarm escalation works
Stage 1 - Email alerts
Email alerts are the first level of communication within OmniWatch. Emails are broadcast the moment an alert condition is discovered and logged.
Emails contain all the information you need to know regarding what has caused the alarm and includes any linked documents such as floor-plans and trend data.
Stage 2 - SMS alerts
SMS messages are sent 10 minutes later if no-one has acknowledged the Stage 1 email. The text contains a brief overview of the issue.
Users can confirm receipt of the alarm by replying to the SMS, this ceases the alarm escalation procedure and lets other team members know you are aware of the issue.
Stage 3 - Call centre
Spook's UK call centre manages alerts 10 minutes after the Stage 2 SMS message if no-one has replied to the original text. The agents are tasked with calling customer personnel in-line with the pre-agreed emergency rota.
All call information, for example who was called and at what time they were contacted, are logged within OmniWatch for future reference and audio recordings are available upon request.
Ensure the critical alerts get through with OmniWatch's escalation feature
OmniWatch has three alarm stages, each 10 minutes apart. This gives customer staff listed on the emergency contact rota time to logon to OmniWatch to check matters or to simply respond to the alert confirming they are aware of the situation.
When a response is received to the alert all customer emergency contacts are emailed confirming matters and the alarm escalation is ceased.
Spook provides peace of mind in that we can monitor all aspects of our server room in real time and review trends to identify areas that we can proactively address. We can rely on OmniWatch to immediately make us aware of any issues 24/7.
It's important to ensure the methods of contact for on-call staff are accurate. Fields for email, SMS and telephone numbers are required for each member of the team who are set to receive alarms.
Contacts typically vary how they are reached during business hours and out-of-office hours.
Each member of the team can have multiple:
- Email addresses
- SMS numbers
- Phone numbers, both mobile and landline
Emergency contact timetables can vary. Calendars are pre-configured to reflect the times a member of your team is available.
This includes those who do not follow conventional 9-5 office hours, have staggered shift patterns or have fully flexible working hours.
For organisations who operate a rota for emergency contact there is a feature within an individuals contact details to simply activate or deactivate availability as and when their rota changes.
Regional and departmental workflow
Spook's customers range from single room installations to multiple locations across national and international borders.
When multi-territory monitoring is required sometimes a regional manager may only need to know what is happening in their district. Whereas the global team may need an enterprise centric view across all regions and territories.
Even at local level there may be a need for different departments to be responsible for their own monitoring. For example, water ingress monitoring may be the remit of the facilities department whereas the temperature of a room or cabinet may be the responsibility of another department.
Spook real-time dashboards provide multiple portals to cater for this, whilst ensuring management has a global view of everything.
Get in touch with Spook
Please contact us if you wish for further information on how Spook can help with your environmental and power monitoring needs.