Things buyers ask before they get to a quote.
The questions we hear most from facilities managers, IT managers, building owners, and committee members evaluating a switch from reactive to continuous monitoring. If yours isn't answered here, get in touch.
How does continuous monitoring of electronic security work?
A small Mallen Appliance — a Pi-style edge device — sits on your site network and watches every IP-connected device: cameras, NVRs, network switches, access controllers, intercoms, alarm panels, workstations and servers. Status data is encrypted and pushed via a single outbound tunnel to our infrastructure, where AI-assisted analysis catches anomalies and a technician acts on them. You get the resolution, not the noise.
What's the difference between continuous monitoring and traditional back-to-base?
Back-to-base monitoring tells you when an alarm is triggered. Continuous monitoring tells you when a device is failing — before it triggers an alarm or, worse, fails to trigger one when it should. We comms-test every panel continuously, not just on activation, and watch the surrounding infrastructure (network, NVR storage, access controllers) so silent failures get caught before footage goes missing or a door stops logging.
Do you specialise in any particular alarm or access control platforms?
Yes — we're an Inner Range Integriti specialist for both alarms and access control. We also work with ICT Protege, Nx Witness video management, and Milestone systems. We're a Microsoft Partner, and we run our case management on Microsoft Dynamics 365, with all data stored in Microsoft Dataverse hosted in Australia for data sovereignty.
What does the Mallen Appliance do, and is it included?
The Mallen Appliance is a small purpose-built edge device — Raspberry Pi class — that runs on your site network. It's the only thing we install on your network, and it only makes outbound encrypted connections (no inbound access). It's included with the monitoring fee, carries an indefinite warranty, and is replaced free of charge if it fails. Most providers charge for hardware separately. We don't.
Where is your data stored, and is it onshore?
All client data — device inventories, monitoring telemetry, case records, runbooks — is stored in Microsoft Dataverse, hosted in Australian data centres. We chose Dataverse specifically for data sovereignty. No client data leaves Australian jurisdiction.
How do you use AI in your service?
When monitoring detects an anomaly, our AI analysis layer reviews the alert against the site's runbook and history, generates a likely diagnosis, and suggests a recommended response. A technician reviews this analysis before any action is taken — the AI accelerates investigation, it doesn't replace human judgement. The result: faster resolution times and fewer false-positive callouts. Read more about how we use AI →
What kinds of buildings do you work with?
Strata and owners corporations (residential complexes, mixed-use buildings), commercial businesses (offices, retail, industrial sites), and clubs and licensed venues (which carry higher compliance requirements). Anywhere the security and IT systems matter to operations and someone needs to know they're working — not just when they fail.
How is pricing structured?
Monthly retainer based on the device count at your site. After a network audit confirms the device mix, you get a fixed monthly figure with no surprise callouts: routine remote work is included, and on-site visits are pre-purchased at $150/hour rather than the standard $180/hour ad-hoc rate. Indicative pricing is available via our online calculator.
Still have questions? Send us a message — we'll reply with substance, not a sales pitch.