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Remote Support for Security Systems on the Internet of Things

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Using machine to machine communication to support security products like CCTV, Access Control and Alarm systems makes sense. These days security products are being manufactured to connect to the network. Where the security devices can be connected to the local network in an organisation then they can be supported over the internet. We are using remote support everyday for clients and technicians.

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Up until recently, supporting security devices has been reactive. When something breaks down then a service call was booked in and a technician was dispatched to resolve the issue on site. Where site security and the safety of staff and clients is involved then time is of the essence and people need to respond quickly. When technicians need to travel to site then it takes time to dispatch and drive to site if the technician is available straight away.

When devices are connected to the Internet of things then the pressure can be relieved when you can log on using a computer to system and trouble shoot the system or educate the client on how to use it. If you find that the issue is mechanical then you can dispatch the technician with a better idea of what is happening and what parts to take to fix the issue which improves the efficiency of service.

Using machine to machine communication can move your service from reactive to proactive. We install software onto the computers we use in client installations to send back the health status of the system. It is a security integrator's worst nightmare to receive a call that there has been an incident on site and the cameras have not been working for 2 weeks. This can be avoided by having the system send health statuses of when devices have stopped working.

There are a couple of ways that remote support can be achieved. 

  • Use an application like TeamViewer to take remote control of the screen at the other end and demonstrate the software as if it was on your local machine.

Remote control of the users screen is normally used to educate the end user or technician. When we install new devices for customers we show them how to use the software. If they do not use the software for a few weeks they might forget how to use it. We can log onto the screen and show them how to use the system again. 

Another example of using remote viewing is when a technician may be learning a new software suite and during the commissioning of the system a senior technician can log on from a different site and help them through the commissioning.

  • Connect directly to the devices using software or a web browser.

More devices are being manufactured with a network port on the device and you can navigate to it using a web browser. We have a number of CCTV and Security products with web capabilities. 

If network is not available on the site then a 3G modem can be installed to connect the devices to the internet.

I had a client who was travelling overseas email me to say she needed some new codes entered in her system. because the access control system was online I could respond and help her out in 5 minutes flat instead of having to wait until we could dispatch a technician to do it.

The Internet of Things is growing rapidly and security devices are now part of that network. when we are assessing new products for our range, we need to be bale to support the system remotely or otherwise it does not make the cut. we have a new cloud based access control and security alarm system called secCloud which can be controlled using a web browser on any device. If you have multiple sites that you need to control from a central location then this product is perfect.

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