Callouts board and alarm response

The Callouts board is your live view of alarm-response and keyholding callouts — who has been dispatched, how long they have been en route, and whether any response-time targets are at risk.

Raising a callout

1. Open the Callouts board from the main navigation.
2. Tap or click Raise callout.
3. Select the site — only mobile-response-enabled sites appear in the list.
4. Choose the callout reason (alarm activation, keyholding request, welfare check, or custom reason).
5. Tap Confirm. The callout is logged and the SLA countdown starts immediately.

Dispatching an officer

Once a callout is raised, the board shows the officers currently on mobile duty, sorted by estimated distance to the site. Select the officer you want to dispatch and tap Dispatch — they receive a push notification with the site address and callout reason. You can reassign or add a second officer if needed while the callout is still open.

If no officers are on mobile duty at the moment, you can still raise and log the callout; assign an officer when one becomes available.

Live SLA countdown

Each callout card shows a live countdown based on the callout response target you set for that site in the client settings. The countdown changes colour as it progresses:

• Green — plenty of time remaining.
• Amber — under half the target time left.
• Red — target time expired; a breach is being recorded.

The countdown stops when the dispatched officer taps Arrive at the site. The actual response time is saved to the callout record.

SLA breaches and the Issues dashboard

If an officer has not arrived by the time the SLA expires, the callout is marked as a breach. Breaches appear automatically on the Issues dashboard so they can be reviewed, investigated, and closed with a note. This gives you a permanent record of every callout that exceeded the contractual response time.

Closing a callout

When the visit is complete and the officer has departed, the callout closes automatically. You can also close it manually from the board if the situation was resolved without a site visit (for example, a false alarm confirmed by the client before dispatch).