Raising Incident Reports
Central Monitoring has designed its own automated reporting of genuine incidents. Theses reports are an actual historical record of all events, and actions, on an incident.
Incident Reports are faxed or emailed to the installer as soon as the last event of the incident is complete.
Events which occur on monitored systems which require a resource to be expended. More simply if someone has to do something as the result of an event then an Incident Report is raised.
Action - The Premises need to checked by the Client, Keyholder, Police or Patrol because the initial response did not establish the reason for the Alarm.
The Client's system develops a fault or the Client wishes to log a permanent change. The client calls to report the details to CMS.
Action - The Client is informed that the best place to report the problem is direct to the Service Department on the Sales & Service phone number to arrange a suitable time to fix the fault or the Control Room initiates service request and faxes this to the Installer for inclusion in the Client File.
An Incident occurs which would affect the following shift. This could be an event not put in "Follow Up" for whatever reason or just general information.
Action - A report is generated by the Centra Monitoring Operator so that it may be handed over at the change of shift to the next senior operator.