End User Maintenance Guide

A guide to looking after your site’s security systems

We do all we can to provide our customers with the best possible security services. Our remote monitoring services are compliant with all necessary British Standards and we regularly meet and exceed industry averages. Find out more about the standards we set here.

The Farsight team continually invests time, effort and money into improving our customers’ experience with us. For example we provide installers with crib sheets to help them set up new security systems, which in turn ensures the customer receives a fantastic security system that the Farsight team monitor.

However, for your premises to stay secure and safe, Farsight need a little help from you too. There are a few things that you must do to ensure Farsight operators can effectively monitor your site to keep your security optimised.

Regularly check this list, to make sure you’ve ticked off all of these points. It shouldn’t take more than five minutes per step – and it can make all the difference to the security of your premises and your peace-of-mind.

Have there been any changes to your site?

Has there been any construction work done to your site? Is the main entry or exit now in a different location? Have you put up new gates or fences? Have you had any new shrubbery, bushes or trees planted?

Think about the changes that have been made to your site since you last got in touch with your remote monitoring station. It may be that even some simple changes, such as the layout of your car park or a new hedge, will obstruct the operator’s view of your premises or set off false alarms.

If there have been changes please call 0845 371 0101< or send us an email at central.station@farsight.co.uk.

Does your remote monitoring station have your correct contact details?

It is important that your remote monitoring station has full, and correct, contact details for your site. Have a look on YourSight to see what details Farsight currently has. Here at Farsight we request that there are three sets of contact details for every site, so we can always get in touch with someone when necessary.

As you check the contact details for each individual on the list, also check if they are receiving the right information. For example, do they need access to YourSight, the CCTV portal, emails and incident reports? This is an important step to make sure your site isn’t at risk from ‘inside jobs’.

If there are any details that need to be changed, please get in touch with us by calling 0845 371 0101 or emailing central.station@farsight.co.uk

Are your key holders up-to-date?

It is essential that you always have appropriate people listed as key holders for your site. Whenever there is an alarm raised that indicates an incident we deem a threat, the primary key holder will be contacted.

Double check those you have listed as key holders and check their contact details are still up to date.

If you need to make any edits to a key holder’s details, add a key holder or remove one then call 0845 371 0101 or email central.station@farsight.co.uk

Have you visited YourSight recently?

Make this a part of your routine. Log on to the Farsight YourSight platform and check there are no outstanding faults on your site. We only log faults that we deem to be compromising the security of your site or our ability to provide remote monitoring services.

Have you followed the reporting of site information?

We are industry leaders in providing statistics and information that explains the security services we provide.

Request a report on your site’s alarms to be generated daily, weekly or monthly so you can easily keep track of how well your security system is performing. Call us on 0845 371 0101 or email us at central.station@farsight.co.uk and we will get things set up for you.

Don’t forget, with the SureSight CCTV package you will also receive incident reports straight to your mobile and inbox.

Who will be on site during the hours of monitoring cover?

It can be difficult for your remote monitoring station to tell the difference between intruders and staff. If there are going to be staff members present during the hours you have requested your site to be monitored, let Farsight know. This will ensure intruders are effectively detected and distinguished from permitted staff.

Are there a high number of false alarms coming from your site?

False alarms can be detrimental to the security of your site. Because of this we will log it on the YourSight fault tracking system. If you receive a fault noting there are excessive alarms being received have a look for the cause and take steps to remedy the situation.

Visit YourSight for a continual update of faults.

Do you know your contract terms and notice periods?

Have a look at the contract you have agreed to with your remote monitoring centre. At Farsight we have three types of CCTV monitoring contracts. These are:

  • Annual: This is renewable annually
  • Short-term: This contract is for periods of less than 12 months with a fixed expiry date and in quarter year segments.
  • Fixed-term: This contract is for more than 12 months with a fixed expiry date and in quarter year segments.

There are different notice periods for all three of these contract types. Be sure to check the notice periods stated on your contract and when your contract will expire.

If you aren’t sure about any of the details in the contract, please do not hesitate to get in touch by sending us an email at central.station@farsight.co.uk

Is your Internet, phone and line rental bill getting paid?

An Internet connection and working phone line are essential components of your security system: without them we cannot connect to your site, receive alarms or view any potential security threats.  Ensure your connection is still in place and bills are paid so you don’t get cut off.

If it does happen, let us know straight away so our team is aware of the situation. Call us on 0845 371 0101.

Will there be changes to your IT systems and networks?

There are regular, inevitable changes that networks have to go through to keep them running efficiently. If your IT department have any scheduled or emergency changes taking place, let your remote monitoring station know too. We need an Internet connection for our services to work, so any disruption to this can be detrimental to your security.

Whether you are moving ISP, installing new routers or firewalls, adding better spam filters and email antivirus software, rewiring your networks or even moving offices around, it is essential that you let us know. Please email us at central.station@farsight.co.uk and explain the changes to us so we can ensure we still have a connection to your site.