All Blackline Monitoring customers receive high quality, specialist monitoring via our Blackline Live alert management system, tailored specifically for the capabilities of Blackline Safety devices.

Blackline commits to the following responsibilities as part of our Blackline Monitoring service:

• Monitoring all devices under LIVE alert profiles 24/7 in accordance with their respective configuration settings.
• Following the emergency protocol currently saved in the customer's Blackline Live alert profile when an alert is received by Blackline Monitoring operators.
• Initiating the dispatch of emergency services to a user's location in accordance with the customer's emergency protocol or upon request.
• Making all device calls in the customer's native language if Blackline offers that language in their region.
• Offering 24/7 monitoring support via our Blackline Safety Operations Centre.
• Providing call recordings for calls to Blackline Safety devices made by Blackline Monitoring operators.
• Leaving detailed documentation within the alert history of every Blackline monitored alert.
• Striving to acknowledge 99% of all alerts within 60 seconds.
• Routinely monitoring acknowledgment time (daily, weekly, monthly, and annually).
• Investigating and reporting on all monitoring queries received, and any potential issues found, including all corrective and preventative action taken.
• Supporting and advising customers on monitoring during onboarding and any time upon request.
• Providing recommendations for protocols that will offer device users greater protection, including, but not limited to:
  • Protocol amendments
  • Configuration changes
  • Alert profile structure