 Last WeekWe explored a range of well-known—and not-so-well-known—features in Solomon designed to make life easier for service agents. If you missed it, you can catch up here Service Agent Functionality in Solomon. This Week: Monitoring SystemThis week, we’re lifting the lid on our monitoring system—how it works, what makes it secure, robust, and reliable, and a few statistics and things that might surprise you. Monitoring System The diagram above shows where the monitoring system fits within the overall solution. It’s the component that CTUs communicate with, and it, in turn, communicates with FENZ, fire alarm service agents, and building owners. It does much more behind the scenes, but at its core, that’s its purpose. Distributed for ResilienceThe monitoring system is built from multiple services and applications running across several providers and data centres throughout New Zealand—primarily in Christchurch and Auckland. We’ve intentionally designed it so we’re never dependent on any single hosting location or provider. All CTUs are aware of all services nationwide and can communicate with any of them. If one provider or location experiences an issue, CTUs automatically and seamlessly switch to an alternative service—no manual intervention, and no interruption. Fire Service (FENZ) MessagesThere are two common misconceptions about how we communicate with FENZ:
FENZ operates multiple services across different NZ locations, and we have dedicated secure connections to all of them. Messaging, Lots of MessagingBeyond FENZ notifications, the monitoring system also powers our advanced rules engine, which determines who needs to be notified, when, and via which channel as per their preference. It’s a busy part of the system. In an average month, we deliver over 800,000 messages to service agents and building owners—and in peak months, that number exceeds 1 million. Urban vs Rural MonitoringWe monitor buildings nationwide, and the monitoring system is designed so we can provide coverage anywhere in New Zealand with cellular service. What surprises some people is that urban and rural monitoring are handled identically. Whether it’s a building in the Auckland CBD or a ski lodge on a mountaintop, the process and technology are exactly the same. Monitoring the Monitoring SystemBecause the monitoring system is mission-critical, we use several independent services to continuously track its performance and alert our team to any potential issues. We also follow IT industry best practice for support and maintenance, and undergo annual independent audits to ensure our policies and processes are both appropriate and consistently followed. What Happens When there are Issues?While the system is designed for maximum reliability, no complex IT system is immune to issues. Thanks to our distributed architecture, most failures are handled automatically and transparently—often without users even noticing. After every incident, regardless of impact, we follow the same three-question process:
This disciplined approach ensures we continue to improve and strengthen the system over time. Coming Next WeekA few weeks ago, we mentioned our project to redesign and modernise the CTU hardware. Next week, we’ll share more about that project and some of the exciting capabilities the next-generation CTU will bring.
 Last WeekWe explored Messaging Options and Features — covering strategies, limits (spoiler: there aren’t any), and a few new tools to make messaging even more powerful. If you missed it, you can catch up here: Messaging Options and Features. This Week: AFAM Reports & AnalyticsThis week we’re taking a closer look at what’s available to you from a reporting and analytics perspective — including the range of reports, delivery options, and how to request custom reports. Reports & Report DeliveryOur reports are powered by Microsoft’s enterprise-level reporting platform, giving you access to real-time monitoring data that’s always current and reliable. Reports can be generated on demand or automatically scheduled at specific times — daily, weekly, or multiple times per day. They’re delivered conveniently by email and can be formatted as:
Most service agents receive a tailored selection of reports relevant to the systems they maintain, ensuring they always have the latest insights at their fingertips. Available ReportsWe currently offer over 80 reports in our library (including a few variations). Commonly used reports include:
If you’re not receiving these yet and would like to, simply contact our Support Team — they’ll get them set up for you. Custom ReportsNeed something specific? Just ask! We’re usually able to develop custom reports at no charge, and if it’s something others might find useful too, we’ll add it to our standard library for everyone’s benefit. The Future of Reporting & AnalyticsReporting and Analytics is a major focus area on our roadmap for next year. We’re already working on enhancements and new functionality that will make insights even more powerful and accessible. We can’t share too much just yet — but expect some exciting announcements in upcoming newsletters early next year. Coming Next WeekNext week we’ll explore the AFAM Property Portfolio Portal, including:
 Last WeekWe explored CTU Additional Inputs — what they can do and how our customers are using them. If you missed it, you can catch up here: CTU Additional Inputs. This Week: Messaging Options and FeaturesThis week we’re diving into how AFAM messaging works — and highlighting a few powerful features you might not know about. Messaging is something everyone in our industry relies on, but few stop to think about. Our goal is to make sure your alerts are delivered the way you need them, every time. Message DeliveryWe send messages to keep you informed about changes or events on the systems you manage or monitor. You can receive them via any combination of:
Messages fall into three main categories:
Message Delivery Limits & RecipientsUnlike some of our competitors, we don’t cap the number of:
We also have no plans to restrict particular messages only to one delivery method, we want your messaging to work for you. If you want to get every message via SMS, Email, and the AlarmTech App — that’s fine by us. We also don’t restrict who can receive notifications. Service agents, property owners, managers, and tenants can all stay in the loop if needed. Message Delivery StrategiesBehind the scenes, our system uses a sophisticated rules-based engine to control how and when messages are sent. It considers factors such as:
We call these Messaging Strategies, and a refined default set is applied across all properties. Custom StrategiesWhile the default strategies work well for most users, we know some situations call for more flexibility. That’s why we can create custom messaging strategies for:
If you’d like to explore a custom setup, contact our support team — we can usually accommodate most requests. Solomon Dashboard LinkEvery SMS and Email we send includes a link to the Summary screen in Solomon, our service agent website. You’ll also find the same link under the PFA Details screen in the AFAM AlarmTech App. From the Summary screen, you can view details of the PFA or CTU, check recent messages, see keyholders, and access a range of useful functions — including the two below. Putting Messages On TestWhen you’re carrying out work on site, it can be handy to temporarily pause messaging to avoid unnecessary alerts. From the Summary screen in Solomon, you can easily put messaging “on test” for a PFA or CTU for a chosen period. You can select from several options:
There’s also a Cancel All On Test option to return everything to normal messaging. Note: This feature only affects agent messaging. All state changes are still sent to FENZ as usual. Temporarily Subscribe to All Messages for a Site(New Feature — Available from Monday 20 October) When carrying out maintenance, inspections, or surveys, you may want to see every message from a site for a limited time — even if you’re not normally set to receive them. This new feature makes that possible. To temporarily subscribe:
Coming Next WeekNext week we’ll explore AFAM Automated Reports, including:
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