As a self-monitored security solution, SMB provides organisations with the ability to manage their own site's security. Site Managers will receive a notification when an alarm is triggered and then make the decision on who to respond to that incident.
There are two types of alarms that can be activated on a site:
Intruder Alarms
Intruder alarms are activated by sensors, such as motion detectors (PIRs) and window or door sensors (reed switches), and produce 'incidents'.
About incidents An incident is a real-time timeline of activity following an alarm activation. An incident shows which sensors have activated at your site, any other alarms that have occurred, and when each happened. The incident will also show any response to the incident by a Site Manager or, if you have the Guard Monitoring add-on, a Security Guard.
Alarms included in an incident After the first alarm, which creates the incident, any additional alarms that occur within 20 minutes of the previous one are also added to the incident. The close time frame of the alarms means that it is likely they are related.
Viewing an incident Alarms from the security system, the sensors and outputs, will always be displayed on the left-hand side of the incident screen. Any response to the alarm, including the person who claimed or silenced the alarm and any manual or automated guard call-outs, will display on the right-hand side of the incident screen.
Closing an incident An incident stays open until it has been closed by a Site Manager or after 24 hours (see auto-closing of incidents). A site could have multiple open incidents but it is unlikely. If there are multiple incidents open, only one incident (the latest one) can be in progress at any time.
If an alarm at your site is activated, the Site Managers will receive a push notification on their phone saying which sensor was activated. Opening the notification will take you directly to the incident, or if you don’t click on the notification then an incident banner also appears on the home screen of the SMB app.
If any other sensors are activated within 20 minutes of the previous, these will appear in the timeline of the same incident and a Site Manager will need to respond to the incident. The Site Manager can claim the incident to inform the other Site Managers it's under control, silence the alarm, optionally request a Security Guard if enabled, or close the incident. If automatic guarding is enabled and the Site Manager does not want a Guard to be called to the site, the Site Manager must claim the incident before the automatic request period has elapsed.
If Third-Party Monitoring is enabled, the Site Manager will not receive notifications of alarm incidents.
This option only displays if 'Link to Video App From Incident' has been enabled in Site Settings. Select this option as a convenient way of opening your video app if you wish to find footage relating to the incident.
Tap the Actions button at the bottom of the Incident Details page.
Select Open Video App.
Your Video Management System (VMS) app opens to its default/home screen if it is installed. If it is not installed, you are taken to the app store page for that app.
Claiming the incident informs other Site Managers that you are going to handle the situation. They will receive a push notification to tell them you have claimed it. They will also be able to see this in the details of the incident.
To claim an incident:
Tap the Actions button at the bottom of the Incident Details page.
Select Claim Incident.
An entry will appear on the right-hand side of the incident timeline showing that you have claimed the incident.
If you'd like to turn off the siren during an incident, you can do so by silencing the alarm.
To silence the alarm:
Tap the Actions button at the bottom of the Incident Details page.
Select Silence Alarm.
An entry will appear on the right-hand side of the incident timeline showing that you have silenced the alarm.
When the incident is complete, you or another Site Manager need to close it. When doing so, you provide a reason as to why the alarm was activated. The reasons to choose from are:
Intruder
Maintenance
False Alarm
To close the incident:
Tap the Actions button at the bottom of the Incident Details page.
Select Close Incident.
Select the reason for closing the incident.
An entry will appear on the right-hand side of the incident timeline showing that you have closed the incident and the reason for closing.
The incident is then recorded under the Activity > Incidents tab.
Until the incident is closed, the incident banner will remain on the home screen (Site page) of the app.
If an incident is not closed by the Site Manager within 24 hours, the system will automatically close the incident if the following criteria are met:
The incident is open.
There is no guard call out in progress for the incident. If there had been a guard call out for the incident, it must have been closed or cancelled.
The incident has no active alarms.
The most recent alarm assigned to the incident occurred more than 24 hours ago.
The Incident Log will record the Incident as Closed as inactive by System.
If there is an incident stuck in the SMB app and the customer can't close it or claim it, the SMB controller will need to be restarted. Please contact your Security Technician.