CENTRAL STATIONS
A look into the products, technologies and solutions shaping the market
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COUNTDOWN IS ON FOR CENTRAL STATIONS
Canadian monitoring stations outline their business plans and technology upgrades as new ULC redundancy requirements are set to take effect
By Neil Sutton
With ULC’s new redundancy requirements for Canadian central stations set to come into effect in January 2025, monitoring providers have been making the necessary adjustments to their own operations in order to comply.
Introduced approximately five years ago with a 2025 deadline, the new regulations outline the requirements for redundant intrusion signal receiving centres and fire signal receiving centres necessary for compliance to CAN/ULC-S301 and CAN/ULC-S561.
In a 2022 CANASA National Monitoring Centre Symposium presentation given by Alan Cavers, who was engineering manager at ULC at the time, the redundancy requirements were outlined as: “A physical location that is able to provide all of the essential functions of a signal receiving centre, should an automated signal receiving centre become
unable to process signals.”
As such, “a minimum of two signal receiving centres shall be provided in compliance with the applicable requirements of the standard.”
Dan Small, president of third-party monitoring firm Armstrongs, says “these new ULC requirements represent probably the biggest change in the monitoring industry in Canada in decades. There have been technological changes, but as far as regulations go... it’s certainly the most impactful,” he says.
“In the past, redundancy was built into the central itself in redundant receivers. This is really the first development in requiring automatic redundancy in dealing with signal traffic and also not having it housed in one location. You need two locations now,” explains Small of the new ULC requirements.
Armstrongs operates monitoring facilities in Edmonton, Dartmouth, N.S., and recently opened a new station in Laval, Que. The latest facility represents a more than $3-million investment on the part
of Armstrongs’ parent organization Becklar.
B.C.-based Paladin Technologies also opened a new monitoring facility in recent months. The company now has two ULC-certified stations: one in Victoria and the newest one in Ottawa (Paladin also operates a satellite station in Vancouver).
“The intention behind [the Ottawa station] was it would provide us with the geographic redundancy to match the ULC requirements,” explains Allison Tuke, director of monitoring operations. “Doing so gave us much more stability over geographic regions and it allows us to be able to be much more resilient in our service offerings to our customers.”
Third-party monitoring provider Lanvac Surveillance currently operates ULC-certified stations in Montreal and Toronto. Lanvac’s Stephanos Georgoudes says the company strives to go above and beyond ULC standards and is already in compliance with the incoming redundancy regulations. It is, however, building a second monitoring station in Montreal with plans to have it fully operational towards the end of the year. “Our thought was, although we have the [station] in Toronto, we wanted to have another closer to home. So now we’ll have three ULC-listed central stations in total redundancy along with a few remote locations across Canada,” he says.
A positive change for monitoring
Chris Currie, president of Security Response Center (SRC), says the new specifications requiring redundant sites will ultimately be a boon to the monitoring industry and have been a long time coming. SRC currently operates monitoring stations in Belleville and Sarnia, Ont.
“It’s fantastic having the redundancy requirement in place. It’s something that should have always been there,” he says.
“To put all of your eggs in one basket with one monitoring station probably wasn’t the right way to go about doing it, but that’s the way it was done for so many years until ULC started talking about the new requirements back in 2020.”
The change, however, may be a difficult pill to swallow for monitoring operations that don’t have the resources to set up a second site.
For some monitoring providers, where ULC-certified accounts only make up a small portion of their business, it might make more sense to outsource them to a monitoring provider that is already in compliance rather than undertake the upgrade investment themselves, explains Currie. He says he has seen an uptick in SRC’s third-party monitoring business as the 2025 deadline approaches.
“For other companies, they have to pick the business case that’s right for them,” he says. “We’re bringing on new dealers all the time.... They want to leverage our infrastructure, they want to leverage our software, they want to leverage our two monitoring stations that have the redundancy to satisfy the requirements of ULC.”
Cliff Dice, CEO of monitoring infrastructure provider the New DICE Corp., says he has also seen a swell of interest in his company’s services. He says DICE can provide the infrastructure that would allow Canadian monitoring stations to meet the ULC redundancy regulations if they currently don’t have the capacity to do it themselves. DICE operates facilities in Bay City and Marquette, Mich., and owns a Canadian carrier (phone company and ISP) called IPtelX, which can also offer Canadian partners private fibre for data transfer.
“If you don’t want to provide all the infrastructure — the servers, the networks, the building — and you want somebody to do some heavy lifting for you, then you can have us turn your servers up, your PBXes and give you your internet connection and all you have to do is have the PCs and the people,” he says.
He says a number of Canadian stations have looked to DICE for some or all of these services. “We’ve had quite a few and there’s more transitioning to us… I think a lot of these central stations were probably pushed to their limit for IT and technology support.”
Next-level monitoring
The ULC redundancy requirements are part of a larger wave of change that was already coming to the monitoring industry. Small from Armstrongs says the new regulations are “forcing the industry to reinvest and rethink how we’re doing things.”
The new Laval station “was designed as a highly redundant national data centre to provide a Canadian-based facility as the primary home for all our receivers and the storage of Canadian subscriber information,” he says. “Knowing we had to work on this technology and what we had in our existing stations, there had to be an investment in that. [The station] was designed with that in mind.”
Having a new station “gives you the opportunity to make sure you’ve got the best security posture — cybersecurity is obviously a real threat these days,” says Paladin’s Tuke. “It also allows us to be able to look at the receiver equipment and make sure that we are in a position to be able to diversify over GSMs and over IPs and away from the POTS traffic.
“You need the new technology in order to keep current. Certainly, doing the refresh in Ottawa has also allowed us to do a refresh of our centre in Victoria.”
CANASA hosted its most recent National Monitoring Station Symposium, which is held bi-annually, on Oct. 21-22 in Toronto.
Paladin Technologies recently opened a new monitoring station in Ottawa. The facility received its ULC certification in March 2024.
We Monitor Your Way, through State of the Art Monitoring Equipment and Industry Leading Software
a.p.i. Alarm Inc. has been a trusted leader in alarm monitoring and support services since its establishment in the Greater Toronto Area in April 1983. Over the past 40 plus years, we’ve grown from a local provider to a national presence, expanding our services to alarm dealers and their customers across Canada. Our advanced infrastructure, combined with our commitment to cutting-edge technology, allows us to serve over 3,000 alarm dealers and their clientele with unmatched reliability. Our team of 200+ professionally trained staff oversees more than 500,000 accounts 24/7, leveraging multiple strategically located ULC/ UL, CSAA, Five Diamond certified monitoring stations across
the country.
At a.p.i. Alarm Inc, we understand the unique needs of independent alarm dealers. As your monitoring partner, we support you by offering a suite of advanced services to enhance your operations and customer experience:
- Video Verification: Stream live video feeds to confirm alarms and ensure accurate responses.
- PERS and M-PERS: Personal Emergency Response Systems (PERS) and Mobile PERS for enhanced security and peace of mind.
- Two-Way Voice: Direct communication with our monitoring station, enabling immediate, realtime responses to alarms.
- Billing on Behalf: Simplified billing services, handled on your behalf, so you can focus on growing your business.
- CRM Integrations: Seamless integrations with your customer
relationship management systems for streamlined operations.
- IoT Device Monitoring: Comprehensive monitoring for a wide range of Internet of Things (IoT) devices, extending your service offerings.
- Industry-Leading Dealer Support: Dedicated support designed to help your business thrive with timely and effective solutions.
- ULC Shared Certificate Services & Hosted Station Solutions: Access to top-tier monitoring and certification services to ensure compliance and reliability.
We’re committed to protecting your business’s integrity and ensuring that you remain in control every step of the way. From answering calls with your company name to providing full access to live customer data, our services are designed to keep you at the forefront of your industry.
FEATURED PRODUCT
XE360™ Series
The Next Generation Of Wireless Locks
Allegion Launches Schlage XE360™ Series Wireless Locks
Allegion has launched the Schlage® XE360™ Series Wireless Locks, a new portfolio of electronic locks designed to meet the needs of multifamily and light-commercial markets, such as style and technology, at a competitive price.
The XE360 Series is the next generation of innovative electronic locks from Schlage, outfitted with the options and features most looked for by multifamily and light-commercial properties and made to fit the needs of a wide range of openings.
The XE360 Series, with its popular finishes and contemporary lever styles, is designed to match various design styles. It operates in an offline or No-Tour setting, removing the necessity for property or building managers to physically visit the lock as credentials update the access rights.
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FREEDOM OF CHOICE
The Schlage XE360 Series, integrated with Allegion and third-party access control software providers as well as proptech systems, features an open architecture design. This allows property owners and operators to select from various management systems, offering
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DESIGN-FORWARD AESTHETIC
The Schlage XE360 features an innovative design that ensures seamless aesthetic. Its thoughtfully engineered, uniquely concealed key override maintains the sleek appearance of the lock on the door, offering residents a modern and secure experience.
LEADING CREDENTIAL TECHNOLOGIES
The Schlage XE360 Series supports mobile credential technologies,
such as MIFARE®, Bluetooth®, and NFC mobile. These technologies come equipped with advanced encryption measures to safeguard data and ensure secure communications.
FUTURE-READY CONNECTIVITY
The new and innovative FleX Module™ board allows the XE360 Series locks to be easily upgraded in the field to allow migration from an offline to networked solution and adapt to emerging trends in security and connectivity as the building’s needs or technology change.
The XE360 Series builds upon Schlage’s electronic access control ecosystem. Property owners can now outfit all openings – including main entrances, resident entrances, paths of egress, common areas, offices, storage rooms, and workspaces – with a one-system solution.
FEATURES & BENEFITS
• Next level design inside and out
• Available with LED indicator, interior push button with LED indicator
• Advanced encryption keeps data and communications safe
• Wireless configuration using connected smartphones or tablets
• No-Tour or offline system capability
• Ready for the future with the innovative FleX Module™ that allows for communication type, memory and encryption upgrades
• Open architecture – interoperable and simple for software alliances to integrate
• Uniquely concealed key override standard on all locks
• Suites with other Schlage families to provide attractive options to meet the requirements of nearly any opening
To learn more, contact a branch near you https://www.idn-inc.ca/ locations or visit our website at https://www.idn-inc.ca/
At IDN-Canada, We Make Security Simple.
STYLES AND FINISHES
Enhancing Monitoring Centre with Advanced Software
“With the implementation of the newly introduced Stages software, the quality of service will be elevated, enabling the company to meet future regulatory requirements and continue providing best-in-class security solutions to its clients. This innovation solidifies GardaWorld Security’s position as a premier provider of security services, and with the rollout of Stages, clients can expect enhanced performance, greater efficiency, and more responsive monitoring than ever before.
ardaWorld Security, a leader in security solutions, consistently pushes the boundaries of innovation in surveillance and monitoring. With decades of experience
delivering top-tier security services to both business and residential clients, GardaWorld Security Systems has become synonymous with trust and reliability in the industry.
At the core of GardaWorld Security’s security operations is the Monitoring Centre, a state-of-the-art facility designed to handle high volumes of security signals. Staffed by trained professionals, the station ensures that alarm signals from clients are received and processed efficiently. Whether it’s a fire alarm, intrusion alert, or environmental hazard detection, GardaWorld Security’s monitoring services are equipped to handle diverse security challenges.
GardaWorld Security’s Monitoring Centre adheres to the highest industry standards. The station is certified by Underwriters Laboratories of Canada (ULC), ensuring that it meets rigorous safety and performance benchmarks. The 24/7 monitoring services provide businesses with the peace of mind that their security is being vigilantly overseen by professionals who respond quickly to any incidents. This uninterrupted service, combined with advanced technology, forms the backbone
Michel Gauvin, Director, Monitoring Center, Data Entry and IT – GardaWorld Security Systems
of GardaWorld Security’s business security solutions.
Introducing Stages: A New Era for Monitoring Solutions
To further enhance the quality and reliability of its Monitoring Centre, GardaWorld Security is excited to announce the successful deployment of the Stages monitoring software, delivering a significant upgrade in monitoring capability and dealer experience. This new platform represents a major step forward in the management of alarm systems and offers numerous benefits that will improve service delivery across the board.
Stages brings improved capacity for handling alarm signals. The software is designed to manage a higher volume of simultaneous alarms, making it easier for operators to process multiple signals at once. This increased efficiency ensures that no alarm goes unnoticed, and response times are faster than ever before.
One of the key features of Stages is also its ability to support redundancy between multiple sites. GardaWorld Security’s Monitoring program is now fully redundant in compliance of the ULC deadline of December 31, 2024, with our new Stages software implementation being a key contributor to that capability. This feature will allow the seamless transfer of monitoring operations between different sites, ensuring continuous service even if one location faces an unexpected disruption.
Enhanced Features for Multi-Site Clients
For clients with multiple locations, the Stages
software offers enhanced management tools. It allows for better organization and consolidation of critical data, such as master call lists and operating schedules. Clients can now benefit from more streamlined procedures, ensuring that their security protocols are consistent across all their sites.
Furthermore, alarm handling is more intelligent and automated. Stages can assign alarms to dispatchers based on several factors, including the operator’s language proficiency, the type of alarm, and the complexity of the incident. This advanced level of automation reduces human error and ensures that alarms are handled by the most qualified individuals on the team.
Improved Alarm Management and Customization
Stages introduces a dynamic approach to alarm management, offering tailored action plans based on the specific context of each alarm. This flexibility enables operators to respond more accurately and efficiently, improving both speed and quality of alarm resolution.
Real-time communication is enhanced with Stages’ instant messaging feature, allowing key contacts to quickly collaborate and make informed decisions during alarm events, leading to faster response times and more coordinated actions.
For lower-priority alarms like missing test signals, Stages’ Remote Voice Interaction (RVI) automates the handling of non-critical alerts, freeing operators to focus on urgent matters. The system is customizable, allowing
clients to adjust settings based on their needs. Additionally, Stages offers robust reporting and audit trails, giving clients a comprehensive overview of alarm activity and operator actions, while ensuring regulatory compliance. Its scalability makes it a versatile solution for businesses of all sizes.
Meeting the Future with Cutting-Edge Technology
With the introduction of Stages, GardaWorld Security has positioned itself at the forefront of the security monitoring industry. The software’s capabilities go far beyond simply receiving and managing alarms—it provides a robust, intelligent system that optimizes performance and ensures the highest level of service for GardaWorld Security’s clients.
This technological upgrade will play a crucial role as GardaWorld Security moves towards the future, especially as the security industry becomes increasingly reliant on sophisticated, integrated solutions. With the ability to handle greater signal volume, streamline operations for multi-site clients, and enhance response times, Stages is set to be a game-changer in the world of alarm monitoring.
By investing in advanced software solutions like Stages, GardaWorld Security demonstrates its commitment to continuous improvement and excellence in service delivery. This new system, combined with the expertise of its highly trained staff, ensures that GardaWorld Security will remain a trusted leader in the security industry for years to come.
Does Your Monitoring Centre Do This?
At Armstrongs, a Becklar Monitoring Company, we are committed to providing the most trustworthy service, and that begins with having reliable monitoring stations. For us, that means having a few essential components in place –redundancy, innovative technology, smart automation, and the right people and culture.
These components allow us to maintain the best possible customer service while ensuring consistent signal processing for the safety and wellbeing of your subscribers’ lives and property.
Let’s break down these tenets of our organization.
Highly Secured, Hot-Redundancy
Hot redundancy requires a central station to have multiple generators, phone lines, networks, locations, and a system that fails over to a secondary site without causing any interruptions in service.
We regularly test our redundancies and failover through planned assessments as well as with monthly system patches and updates. The combination of these specific planned tests and ongoing maintenance allows us to validate our redundancy in a controlled environment. From these tests, we learn whether all failover operates as expected, and if not, it provides us a safe environment to examine the unexpected behavior and determine the cause.
Superior Innovation & Technology
Another tenet of our corporate culture is innovation. In the past year, Becklar Monitoring has invested over $20 million to discover, refine and debut revolutionary technology solutions for our dealers. Additionally, Becklar has invested over $3 million in our new facility in Quebec, providing state-of-the-art technology that is unmatched in Canada.
Our new technology includes:
• Armstrongs Chat – a proprietary secure chat tool for subscribers, available in French and English, and available only through Armstrongs in Canada.
• Dealer Dashboard – a revolutionary data analysis and visualization tool to help dealers organize their businesses to maximum efficiency and increase RMR (recurring monthly revenue).
• Technician App – a powerful mobile app that allows maximum technician productivity, with a variety of new enhancements.
• Becklar’s Engage Platform – an innovative and exclusive AI-powered critical event response monitoring platform that automatically determines the intent of incoming alarms without the use of live operators. Crucial security and safety signals are then moved to the top of the queue for our operators.
People and Culture
Our monitoring center operators are often the face and voice of your company to subscribers. They help guide subscribers through scary situations and help make them feel safe and protected. So, having highly trained operators who are educated, kind, and compassionate will make all the difference in the world. With over 30 years of experience in the industry, we’ve honed and refined our hiring and training process to develop the best operators who provide exceptional care and service to your customers.
Armstrongs – Reliable, Effective, and Fully Redundant
At the end of the day, Armstrongs’ focus is to make sure that your business thrives and that your subscribers feel safe and have peace of mind that they are protected. We gladly invest our time, money and staff to achieve this and to provide the best monitoring services in Canada.
Many people take security for granted, until something happens. An after-hours break-in. A destructive fire. A life-threatening emergency. Preparing for the unexpected is our world at Security Response Center.
Our number one priority is keeping your customers safe and secure at all times.
Our highly skilled and experienced, our security professionals are trained in all areas of residential, commercial, and industrial security monitoring.
All Monitoring Staff are TMA 5 Diamond Certified, and our Company has been U.L.C Listed for Burglary, Fire Protection Systems, Central Station Sprinkler Supervisory and Bank Safe and Vault Protection.
In addition, we are a Manitou Elite Certified Monitoring Center dedicated to motivating our staff, getting more from our monitoring operations, and maximizing our success.
Through SRC, you can offer your customers exceptional service and value. In fact, our standard monitoring price covers many features that others charge extra for.
As an independent verified full-service provider, SRC meets or exceeds Underwriters’ Laboratories of Canada’s stringent standards for security monitoring of residential, commercial, and industrial properties.
Our monitoring services include:
• Supervisory Signals
• Intrusion Alarms
• Fire Alarms
• Medical Alarms
• Video Monitoring
