Question 1

Who is this service for?

Accepted Answer

Businesses that want to offer monitoring under their own brand, and existing control rooms needing dedicated overnight, weekend or other recurring support. The service follows your brand and agreed procedures.

Question 2

Which services can you handle?

Accepted Answer

Event-driven CCTV monitoring, continuous live CCTV watching, intruder alarms, fire alarms, lone-worker alarms, and remote access or gate control. Handling and escalation procedures are agreed with each partner.

Question 3

Will our operator be dedicated to our business?

Accepted Answer

Yes. Your dedicated operator works only on your business and sites during the agreed shift. Separately agreed shared monitoring or emergency overflow uses a different arrangement.

Question 4

What is the minimum shift and booking pattern?

Accepted Answer

A minimum 12-hour shift, on a fixed recurring weekly schedule. Nights, weekends and 24/7 coverage are available. We do not offer one-off shifts or ad hoc bookings for new partners.

Question 5

Can you provide 24/7, overnight or weekend cover?

Accepted Answer

Yes. We agree a recurring rota of 12-hour shifts. A typical out-of-hours arrangement covers 12-hour Monday-to-Friday nights and 48 hours over the weekend.

Question 6

Can you use our name, telephone system and branding?

Accepted Answer

Yes. We can answer calls in your name, use an extension on your telephone system, work in your inbox or email systems, and use your paperwork, report headings and branding. We agree the access and workflow during onboarding.

Question 7

Who decides how our alarms are handled?

Accepted Answer

You direct the processes, management systems and procedures. Our training team trains operators to those requirements, and our supervisors manage delivery. Instructions, escalation rules and reporting are agreed before going live.

Question 8

Which platforms do you support?

Accepted Answer

We prefer Immix and normally use our UK-hosted Immix platform, or your Immix platform if you already have one. Other platforms require assessment before we confirm suitability or support.

Question 9

Where are your operators and systems based?

Accepted Answer

Operators and their control room supervisor are based in Cape Town, South Africa. Our monitoring systems, servers and Immix platform are hosted in the UK. We discuss UK hosting and overseas operational access together as part of your service and data arrangements.

Question 10

How long does onboarding take?

Accepted Answer

Cover can start from the next day. We review your procedures, arrange systems access, train operators and check their work, with continued training and support for your team as the service runs. The exact start depends on your requirements and readiness.

Question 11

How do you train operators to our standards?

Accepted Answer

Our training team teaches the platform workflow and your specific procedures. We have a dedicated training room and training officer, with ongoing refresher training and individual coaching based on issues and partner feedback.

Question 12

What does the service cost?

Accepted Answer

We do not publish prices or provide quotes through this website or answer guide. Our team will discuss your coverage, operator requirements and workload, then provide a tailored proposal. Pricing is a fixed monthly amount based on the agreed operator and recurring 12-hour shift pattern.

Question 13

Are there setup or training charges?

Accepted Answer

There is no setup or initial operator training charge. The live service is charged at the normal agreed rate, including during the first three months. Your own systems or internal preparation costs are separate.

Question 14

Is the three-month trial free?

Accepted Answer

No. The first three months are charged at the normal agreed service price. There are no setup or initial training charges. The proposed agreement provides a break at the three-month point, rather than a free or discounted trial. The final written agreement governs the service.

Question 15

How does the three-month break clause work?

Accepted Answer

You can stop after the first 3 months by using the break clause. If you don't use it, the contract simply continues for the remaining 9 months of the 12-month term.

Question 16

What about notice and renewal?

Accepted Answer

Just give us at least 1 month's notice before the end of the 12 months if you don't want to continue. Otherwise, the contract renews for another 12 months.

Question 17

How often do we review performance?

Accepted Answer

Weekly during the first three months, then on an agreed ongoing review schedule. Feedback can also be shared during a shift using the communication method agreed with your team.

Question 18

What reporting and visibility will we have?

Accepted Answer

Immix and Power BI reporting can show alarm volumes and median alarm answering times. You can request relevant records, alarm images and handling evidence, and review your records directly in Immix under the agreed access arrangements. Reporting and reviews are tailored to you.

Question 19

Can you take immediate emergency overflow?

Accepted Answer

Only for existing onboarded partners, through a shared operator arrangement with agreed expectations and handling procedures. We do not offer immediate emergency cover to businesses we have not already onboarded.

Question 20

Can your operators work alongside our own team?

Accepted Answer

Yes. We agree interaction by telephone, email, WhatsApp or another suitable method, including handovers, escalation contacts and how feedback reaches our supervisor and training officer.

Question 21

What accreditations and registrations can we review?

Accepted Answer

Omnivision Monitoring is ISO 9001 accredited and registered with the Information Commissioner’s Office (ICO) for data protection (registration reference ZB628627). Ask our team if you need copies of certificates for your own due diligence.

Question 22

How is monitoring data and access managed?

Accepted Answer

Monitoring systems and data are hosted in the UK, with operational access by the Cape Town team. We review data-processing arrangements, permissions, security requirements and overseas-access documentation with you. UK hosting alone is not a blanket compliance assurance.

Question 23

How much could we save?

Accepted Answer

Savings depend on your current staffing, cover, supervision, systems and required scope. As a guide, a dedicated partner seat can save up to 50% on cost to employ vs directly employing a 24/7 control room seat at National Minimum Wage (£16.30 per worked hour incl. NI, pension, holiday = £142,788/yr). Savings vary. Our anonymised partner GreyStar Security saved 20% in year 1. We work through an equivalent-scope comparison with you in a Teams meeting.

Question 24

Do you have a case study or example of savings?

Accepted Answer

GreyStar Security (an anonymised partner) is a growing national security company. The annual cost to employ its out-of-hours control room team had risen to £330,000 in 2022, around £390k in today's terms (ONS CPI adjusted), excluding recruitment, management and training. It moved to a dedicated Omnivision partner desk, run with its own procedures, weekly KPI meetings and full access including call recordings. The outcome: more hours of control room coverage and a 20% saving in year 1.

Question 25

How much could we save compared with employing our own control room staff?

Accepted Answer

Up to 50% on cost to employ, vs directly employing a 24/7 control room seat at National Minimum Wage (£16.30 per worked hour including NI, pension and holiday = £142,788 a year). Savings vary, and our team will work through your own numbers in a Teams meeting.

Question 26

How long is the contract?

Accepted Answer

The contract is 12 months minimum, with a break clause at 3 months. That means you can stop after the first 3 months if it isn't right for you. If you don't use the break, the contract runs for the remaining 9 months.

Question 27

Is there a minimum commitment?

Accepted Answer

Yes. Cover is booked as 12-hour shifts on a regular schedule, so it can be properly planned and staffed for you.

Question 28

What is included in the price?

Accepted Answer

The price covers operator time and availability only. You can keep using your own control room software, phone system and email. Software licences, extra sites and out-of-scope work aren't included and are discussed separately. Consultancy and the Immix monitoring platform are available at extra cost.

Question 29

What is the catch?

Accepted Answer

Honestly, there isn't one. The saving comes from the difference in cost to employ compared with hiring operators directly. If you use our Immix platform, you also get full visibility and backend access, plus transparent reporting.

Partner monitoring desk FAQs.

See if a dedicated partner desk fits your operation.