 This WeekIn this update, we’ll cover recent improvements to our services, share a few market updates, and highlight some changes resulting from the latest Apple and Android phone updates. New FeaturesOver the summer, we made a number of enhancements and introduced several new features across our products and services. We’ll explore these in more detail over the coming newsletters, but here’s a quick preview of just a few of them:
Competitor Price IncreasesWe understand that one of our competitors has recently advised customers of another price increase, the second in the past 18 months. In some cases, this latest increase is up to 10%. If you or your customers have received a price increase notice, we’d be happy to provide a comparative quote. We think you’ll be pleasantly surprised, not just by the price, but by the level of service you could be receiving. Transfer Pricing and ProcessAs a reminder, transferring a customer from one of our two competitors to us is a simple, painless process and something that we do multiple times a week, often daily. When we transfer a customer AFAM:
If you or your customers are considering a switch, get in touch and we’ll take care of the rest. Short-Form VideosWe’ve just released the first in a new series of short form videos. The first video covers fire alarm monitoring and how it fits in and was filmed in a Wellington café during a recent customer visit. Watch it here: What does AFAM do? or by clicking on the image below.  We’ll be covering topics for both property owners/managers and fire alarm service agents and have already recorded a couple more. If there’s something you’d like us to cover, let us know, we’d love your input. Recent Android & Apple Updates Blocking SMS AlertsWe’ve received reports that some customers and technicians are not receiving AFAM SMS alerts following recent Android and Apple updates. These updates can cause messages containing links to be filtered or blocked:
The fix is simple: save our SMS node numbers in your phone contacts. This ensures messages are delivered normally. You can add the numbers manually, or contact our support team and we’ll send you a contact card for easy setup. Next TimeIn our next newsletter blog post, we’ll take a closer look at the new detector history features for service agents, walk through updates to the AFAM AlarmTech App, and share more general news and updates.
 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:
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Phone: 03 341 0464 | Email: [email protected] | Address: 569 Wairakei Road, Burnside, Christchurch, 8053
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