Uptime is the key to customer confidence
Maintaining customer confidence remains to be one of the most important concerns when it comes to alarm signalling, and the key to this is uptime. More than just a technical metric, maintaining strong uptime signals the level of trust a customer can put into their alarm system. It goes without saying that alarm systems must be built on reliability: in case of emergency, customers need to trust that their system will alert the relevant authorities as well as anyone inside the building. So, what can we do to ensure high uptime, and in turn, ensure customer confidence?
Changes impacting service
The closure of legacy systems, such as BT Redcare, known for its high reliability alarm signalling services, created the need for customers to find an alternative solution that met the security standard expected. In addition, evolving UK regulations are increasing the need for high uptime. From the long-standing Regulatory Reform (Fire Safety) Order 2005 to newer measures, such as Martyn’s Law and the updated BS 5839-1:2025, alarm signalling is expected to run reliably and consistently to meet the requirements needed to protect the public.
Danger of downtime
Downtime, the time when alarm systems are at fault, brings numerous risks and liabilities and can expose organisations to safety hazards, theft, and even operational damages. For organisations where constant security is mandatory, such as critical infrastructure sites, even if the system is only down for a short while the fallout can be fatal. If left unattended, downtime can result in invalidated insurance, especially if an alarm system is a condition of the policy.
Often downtime is a result that can be predicted, and in turn, prevented. Factors such as network coverage or a lack of backup communication pathways are two common causes, so it is the responsibility of both the installer and alarm signalling provider to ensure that proactive solutions to ensuring high uptime are found.
Confidence in connection
These solutions require critical thinking at every checkpoint; a good example is ensuring strong connectivity to mobile networks. With the strength of mobile coverage often dependent on underlying infrastructure, such as shared masts, alarm signal strength can take a hit as a result. If a network experiences disruption, or if signal strength at a particular site is weak, alarm signals may not be transmitted and leave customers vulnerable. To mitigate this, signal strength and coverage, including the availability of multiple networks, should be assessed at installation stage using mobile signal analysers.
For IP-based signalling, a reliable broadband connection is equally important as network availability. Connections with frequent dropouts or instability can interrupt signalling, which becomes a problem when there is no secondary path in place. This is a great example of the need for dual signalling devices, where a combination of mobile and IP paths can be used to reduce the chance of signal failure. Using a roaming SIM will also increase uptime as it can access multiple mobile networks, improving connectivity resilience.
Investing in tech
As with most things, investing in robust, high-quality equipment can go a long way in ensuring higher periods of uptime. For those that are looking for the most robust coverage when it comes to their security, monitoring systems that 24/7 live-track events can be installed, with real people flagging when connections drop and when they are restored. This livestreamed service allows issues to be identified and resolved before repercussions spread more widely, helping to strengthen customer confidence.
We recommend customers keep their systems up to date with ongoing maintenance and monitoring and, for added protection, choose a system with a corresponding mobile app. This can help with remote diagnostics and resolving any signal failure quickly and effectively, without having to send an installer to site.
Every layer of communications plays a part in ensuring that alarm signals maintain high uptime, but even with resilient design in place, network outages and infrastructure failures cannot be entirely avoided. To help prevent downtime, we recommend identifying those that have a proven record of robustness and resilience. For example, AddSecure’s platform uptime is 99.99%, meaning that customers are protected for the vast majority of the year, with the risk of only 52.56 minutes of downtime per year.
Sites that demand continuous monitoring, like critical infrastructure or high-value estates, rely on high uptime to keep people and buildings safe. Using dual path alarm signalling solutions with a platform with high uptimes of 99.99% and above keeps sites as protected as possible, as well as giving customers the peace of mind and confidence that their security systems will remain active when it is needed most.
To find out more about the importance of uptime contact our team today.