Cloud-based monitoring services: redefining technology’s reach

A growing number of users look to add cloud-based functionality to their surveillance toolkits

In today’s market, both end users and resellers seek new technologies to make security programs more effective, while also helping business and employees be more efficient. Cloud-based monitoring services are gaining a significant amount of attention as an emerging solution to meet these needs. Maria Cambria, Vice President, Technical Center of Excellence, DVTEL says that end users are interested in adding cloud-based functionalities to streamline operations and ensure systems are operating at optimal levels at all times. Resellers are interested in these kinds of remote services to enhance customer service, reduce on-site troubleshooting visits and tap into new levels of ongoing revenue. Overall, cloud-based monitoring services offer a host of benefits to the industry. In this article, we take a look at the newest innovations in cloud-based monitoring and outline the inherent value of these innovations.

Maximising uptime, minimising downtime

As cloud-based services continue to gain traction in the surveillance industry, a growing number of users look to add cloud-based functionality to their surveillance toolkits. One such development is especially interesting: cloud-based surveillance system monitoring, which has the potential to create an unprecedented level of service in the industry.

With cloud-based monitoring, detailed information on a surveillance system’s configuration and status is collected. Then, customers can login to view this data to determine system health from any location. Integrators have access to all of their deployed systems, enabling them to monitor and maximise operations remotely and in real time.

Cloud-based surveillance system monitoring has the potential to create an unprecedented level of service in the industry

In addition, these kinds of cloud-based services can notify integrators of any problems — or, potential problems — so they can take action before their customers are even aware of an issue. The service can also be programmed to provide integrators with solutions and suggestions for each alert, mapping out a pre-determined response to save even more time. This will also help integrators be prepared for upcoming customer site visits.

Cloud-based system monitoring has the potential to make ongoing maintenance more proactive than ever before. Here are some specific examples:

• The integrator is alerted when certain system health thresholds are crossed — well before a problem even occurs.
• In the event of a warning or failure, relevant logs could automatically upload to the cloud for integrator review.
• Automated periodic health checks can reassure the integrator that everything is operating normally.
• Being a cloud-based solution, upgrades and updates are automatically administered, requiring no installations on the client side.

Cloud-based monitoring capabilities also provide powerful new data-mining possibilities. With the help of automatic alerting of systemic problems, manufacturers can react to potential customer-wide problems more quickly. Product marketing can fine-tune future versions of their products based on actual system performance and target technical bulletins according to affected systems. Meanwhile, integrators can keep an eye on usage patterns to detect new sales opportunities, understand trends, and identify strengths and weaknesses.

Like any cloud-based solution there is a valid concern of securing the system’s data on the cloud. Luckily the Web technology has matured in the recent years – banks, government and commercial businesses migrate their operational systems to the Web.  A well-designed cloud solution, with SSL encryption and adequate user privileges, can safely assure end users and integrators of the privacy and security of their systems.

New cloud-based services, such as those offered as part of DVTEL Cloud Services, will also feature mobile device applications to enable integrators to view events in real-time and react accordingly. At the same time, end users can be notified when a software upgrade is needed, and the upgrade can be completed automatically.

The goal of any cloud service package is to deliver value to system integrators, value-added resellers and end users alike by ensuring appliances are proactively supported throughout the product lifecycle

These capabilities are the next evolution in the surveillance industry’s move toward real-time response and remote access in all segments of the market. Cloud-based health monitoring will deliver the opportunity to provide better, more timely service than ever before, which will result in more loyal, increasingly satisfied customers today and into the future.

Stakeholder benefits

Cloud services enable service providers to increase revenue from a service-based model. This approach lets resellers bring an additional level of service and value to their customers, while building recurring monthly revenue. Resellers can broaden their customer base and offer different levels of service depending on customer needs (enterprise vs. SMB, for example), as user-specific settings are customisable.

From a user perspective, cloud and professional services propel cost savings, along with security program and business efficiencies. Large enterprises benefit because security platforms at multiple facilities can be managed remotely, reducing the need for an on-site administrator or for a regional security manager to travel to a specific location to manage the security system on-site. Automated functions, such as software updates, enable staff to focus on critical tasks, such as investigations or policy development, rather than on addressing technical details.

End users and resellers are not the only ones who benefit from cloud service offerings. Product providers can leverage remote management options to help ensure their resellers have the skill set and resources to optimise the use of their technologies in the field. By being proactive with their services program, manufacturers can improve the user experience, which results in long-term customer loyalty, more positive relationships and fewer support calls.

The goal of any cloud service package is to deliver value to system integrators, value-added resellers and end users alike by ensuring appliances are proactively supported throughout the product lifecycle. These services are an important step toward fostering customer loyalty and passing revenue-building opportunities on to valued reseller partners. At the same time, end users gain additional awareness into their technology deployments, increase functionalities and ensure system health into the future.