Choosing the Right Video Monitoring Service for Your Customer

Introduction
The need for effective video monitoring has never been greater as security challenges evolve across various industries. Whether protecting assets, preventing unauthorized access, or responding quickly to security events, choosing the correct monitoring service is essential for meeting operational needs and customer expectations. However, video monitoring is not a “one-size-fits-all” solution. By understanding the unique differences between service levels, security companies can make informed decisions that align with their client’s needs and maintain desired revenue margins.

This guide outlines the three key tiers of video monitoring services: Video Alarm Monitoring, Video Surveillance Monitoring, and Remote Video Guarding. Each tier is designed to meet specific security objectives while balancing operational requirements, effectiveness, and customer security expectations.

When evaluating video monitoring services, asking the right questions is critical: What is the primary security goal? How much human intervention and discretion are required? What budget is available for monitoring services? The answers to these questions will guide you toward the appropriate tier of service.

Each tier of monitoring service comes with its own operational scope, level of operator discretion, and cost structure. By understanding the differences, you can provide customers with the right level of service, help your central station establish appropriate operator procedures, and anticipate the monthly operational costs.

Overview

Video Alarm Monitoring is the most basic and can be the most cost-effective tier of video monitoring services, designed to provide quick verification and dispatch in response to security events. The process is straightforward: when an alarm event is triggered, the central station operator reviews video footage and, if an intruder is identified, engages the appropriate response. This service emphasizes speed, efficiency, and a clear-cut operational protocol.

Application, Costs & Benefits
Video Alarm Monitoring is particularly well-suited for interior and exterior secure locations where any event detection is limited to human presence and is automatically deemed unauthorized. Costs associated with this tier are typically event-based, and a high number of operator-handled alarms can level overage expenses related to Monitoring. This tier of service is ideal for:

• Interior business facilities: Retailers, offices, banks, and other secured environments.
• Employee Saftey Systems: Panic buttons, duress situation, and environment safety
• Commercial Security, Warehouses, Tool Storage, Exterior Fenced/Walled Areas, and Storage Facilities: If a person enters these spaces after hours, it is generally considered a breach.

Benefits include:

• Quick verification & response: Operators can immediately see and identify a security breach and initiate the appropriate response.
• Lower monthly cost: Since operator intervention is minimal and responses are black-and-white, this service maintains low operational costs.

Limitations
While this tier is effective for basic Monitoring, it does not allow for judgment or prolonged observation. If your site requires operator discretion of behavior or has authorized individuals present during monitored hours, consider Video Surveillance Monitoring.

Best When:

• Sites have clearly defined secure areas
• Locations have minimal alarm activations each month

Overview

A step up from Video Alarm Monitoring; Video Surveillance Monitoring provides a balance between cost and discretion. Video Surveillance Monitoring provides an intermediate level of service, offering more flexibility and allowing the operator some discretion in responding to events. Typically used for outdoor Monitoring or sites with occasional human presence, operators assess the situation and verify the need for a response based on behavior and context. This enhanced level of Monitoring requires slightly higher monthly costs due to the additional decision-making involved.

Application, Costs & Benefits

With this service, operators are trained to observe behavior and only verify or dispatch security when it’s deemed unknown or criminal. Typically, this service suits locations where people are not generally expected after hours, but occasional human or vehicle presence is possible. If an operator sees a person, the alarm verification or dispatch occurs only if their behavior is suspicious or clearly criminal. Costs associated with this tier are typically site-based and include an anticipated amount of monthly operator-handled events for one rate.

It’s recommended that security providers enable remote audio broadcasting to allow central station operators to communicate directly with individuals present.

This type of service is ideal for:

• Light Commercial, Store Front Monitoring, Extior Bank Monitoring: Where activity is possible after-hours. However, operators can quickly assess and identify the situation and any unusual patterns.
• Urual Commerical Property: Locations like tractor dealerships, outdoor equipment yards, parts yards, and others where after-hours activity is very unlikely.

Benefits include:

• Reduced false alarms: Operators can differentiate between harmless activities (e.g., authorized staff) and actual threats, reducing unnecessary dispatches.
• Proactive threat assessment: Central stations can intervene early based on suspicious behavior, potentially preventing crimes before they escalate.
• Two-way audio communication: Adding a speaker system allows operators to directly address individuals on-site to verify intentions or warn of trespassing.

Limitations
While offering a more comprehensive level of Monitoring, this service still relies on operator judgment, which can lead to missed assessments or delayed responses if the context is unclear.

Best For:

• Outdoor or semi-secure locations with occasional after-hours access
• Situations requiring operator discretion to determine suspicious behavior
• Sites where audible communication from operators is advantageous

Overview
Remote Video Guarding offers the most comprehensive video monitoring services, designed for environments where prolonged, active observation is necessary. This tier enables the central station to perform live, event-based observation over a site and maintain ongoing tracking of potential security issues. The operator has access to multiple camera feeds, allowing for real-time, proactive responses to any activities on the property.

In these cases, after-hours activity at the site is somewhat anticipated, and operators may need to maintain continuous live observation. The specific operator response, including when to dispatch emergency services, is clearly defined within a service agreement. It is also recommended that the central station use audible announcements to communicate with people on-site and continue monitoring until the area is secure and no one remains. It should be understood between the security provider and the client that remote monitoring agents will not verify or dispatch security on all human activities but are looking for specified activity according to the account directions, or they see criminal behavior. Operator response needs to be defined in the service agreement, and it’s highly recommended that the central station operator use audible announcements to communicate to the site and observe until no one remains. The only dispatch procedure on sites is typically when suspicious behavior or a clear crime is in progress.

Application, Costs & Benefits
This top-tier service is ideal for commercial and complex properties requiring active monitoring and careful observation. Due to the extended operational time from central station operations and the high level of engagement, these sites have the highest associated monitoring costs. Costs for this type of service can be site-based to include all operator time or a per camera cost. This type of service is ideal for:

• Car lots, logistics hubs, and distribution centers: Where activity is possible around the clock, operators must observe activities for prolonged periods to identify any unusual patterns.
• High-security or sensitive locations: Government buildings, financial institutions, or sites with valuable assets require ongoing vigilance and quick action in case of a breach.

Benefits include:

• Comprehensive surveillance: The operator’s responsibility for prolonged live Monitoring ensures that all activity is observed.
• Customizable security protocols: Since operator responses are outlined in a detailed service agreement, the client receives tailored Monitoring that meets their specific needs.
• Proactive deterrence: With continuous observation, operators can take proactive actions such as verbal warnings, sounding alarms, or notifying law enforcement as soon as suspicious behavior is identified.

Limitations
The primary drawback of Remote Video Guarding is its cost; it is the most expensive tier due to the extensive operator involvement and technology required for comprehensive coverage. However, this service level ensures that a remote agent provides video guarding services anytime someone is on a property.

Best When:

• Locations requiring active, ongoing remote video guarding
• Sites required frequent monitored after-hours presence
• Customized security protocols requiring operator judgment and site-specific communication

Key Considerations for Aligning Service Tiers with Customer Needs

• Understand the property and its risks: Determine whether the site is indoor or outdoor, whether the area of detection is secured, and whether it expects human presence after hours.
• Identify budget constraints: Align the tier of service with the client’s budget while ensuring their security needs are met effectively.
• Leverage audio communication capabilities: For Video Surveillance Monitoring and Remote Video Guarding, enabling two-way communication enhances the operator’s ability to interact and de-escalate potential incidents.

Conclusion

Understanding these three tiers of video monitoring service — Video Alarm Monitoring, Video Surveillance Monitoring, and Remote Video Guarding — enables you to clearly define service expectations for your clients and set appropriate recurring monthly revenue (RMR) rates. Selecting the correct service tier ensures that your central station operators have clear guidance on response procedures while the rates charged reflect the anticipated operational costs.

By tailoring the right service to the right situation, security providers improve the effectiveness of their monitoring solutions and, most importantly, create customer satisfaction.