This section aims to address the most common questions we are asked about our services. If the answer to your query is not presented here please email us and we'll be glad to assist.

Remote monitoring of CCTV cameras is moving into a new era where cameras can be monitored and controlled over computer networks using Internet Protocols (IP). Not only does this represent a great step forward in flexibility but also in cost savings for Installers, ARCs and their Customers. ADSL is far more cost effective, provides 30 frames per second video and has lower latency than ISDN.

Multilayer Secure ADSL has been designed and built from the ground up as a dedicated ADSL provider to the Security Industry. We have not retro fitted our systems to enter this market. Our world class Network Engineers have built security features into our ADSL provision that other ISPs either cannot or will not provide.

Yes. In fact our systems can go way beyond the requirements of BS8418. Our entry level package offers alerts on line status using a web page, SMS and email. Higher packages offer automatic PSTN and GSM/GPRS/3G fallbacks to allow site monitoring to continue during a variety of outage scenarios.

We are more than happy to work with your ARC/RVRC to provide our services. In most cases your ARC/RVRC will need to do very little to work with us and if you put us in contact with them (providing we arent working with them already) we will make all of the necessary arrangements to get the service running.

No. Our Secure ADSL services have been designed to allow Security Installers to provide IP based services without having the burden of employing new staff or training current staff in new technologies. Multilayer pre-configures the ADSL equipment for site and relays setup information to your ARC/RVRC for you. All you need to do is take the equipment to site and plug it in.

No. RedCare works by monitoring the line between the remote premises and the telephone exchange. Our systems monitor the line from the customer premises to your ARC/RVRC and can even be used to diagnose issues on the network.

Switching to IP allows you to pass on cost savings to your clients if you wish and provides virtually real-time remote CCTV monitoring of their premises around the clock.

Because ADSL is cheaper than ISDN you have the option to mark up the price you pay us or reduce the charges to your clients. MLC Security will also provide you with a named account manager to deal with all of your queries so you won’t be shunted to a call centre where you are just one of the crowd. We give you the personal touch in customer service that you need when running mission critical applications over ADSL.

Yes. When you sign up to our service you will receive a named account manager who will be your single point of contact for all issues. You will not be lumped in with Home and Business users. Multilayer offers dedicated services to the Security Sector and we recognise the importance of one-to-one relationships in ensuring the highest levels of customer care.

Absolutely. Multilayer has highly qualified staff who have worked on network and telecoms security for blue chip companies like BT, O2, EDS and AXA Insurance. If you have specific requirements please feel free to contact us for a consultation.

When you sign up to our service we will provide you with an SOP cheat sheet that outlines the standard procedures for ordering lines and resolving faults/issues. It is recommended you assign one member of staff to handle the administration of ADSL lines (you probably have someone who already does something very similar). That employee will form our point of contact with you for all ADSL matters. You place an order with us, we advise of the installation date and dispatch pre-configured equipment to you prior to this date. On the day of your site installation you simply take the equipment to site and switch it on. If you use a third party ARC/RVRC then we will have already organised configuration at their end. Simple.

Currently, we have been providing our Secure ADSL service exclusively for CCTV. However, we will tailor our services to suit your product offering. If you would like to use ADSL for Alarm Transmission then please contact us and we would be happy to discuss enabling this service.

As with all services that use a PSTN line base there is the potential for sufficiently educated individuals to physically tap into the telephone line. Only fibre connectivity prevents this kind of hacking. As far as IP security goes our measures are second to none.

By pre-configuring the ADSL equipment and having remote administration capability we remove the need for your employees to know how the kit is configured. Should one of your employees gain access to such information (providing we are made aware) we can remotely update configurations to render any information they have useless.

At a basic level our BS8418 compliant signalling system will alert you, your ARC/RVRC and us by email or SMS within 3 minutes of an outage. If you opt for a site to have PSTN and/or GSM/GPRS/3G backup our systems will automatically fail-over and keep the remote monitoring live whilst also signalling that the primary connection has failed. Our unique Single Point Architecture means that switching connection method will not require any changes to be made by you or your ARC/RVRC.

There are several measures which can be used to prevent any unauthorised persons tampering with the ADSL equipment, and we are open to discussing these measures with you when you contact us.

A level of ADSL security above and beyond anything other ISPs are offering. A nationwide, private ADSL network that just carries traffic for the Security sector, so there is no cross-pollination of traffic with standard Home and Business users. Access to the system via the internet is backed up by severe security measures. Additionally, we provide you with dedicated customer service that understands your business sector so you never feel like just another customer.

For new installations the learning process for your staff will be swift and painless. Where already existing ISDN lines are being converted to ADSL there is usually an outage of upto 48 hours and we recommend (where possible) commissioning of a new line to carry ADSL and a cease of the ISDN line with an overlap period to ensure continuous remote monitoring.

Management of the system from your end requires one person to act as administrator to order new lines, report any issues and be our main point of contact within your company. For site installations the staff you already have should be able to handle installtion of the ADSL equipment without issue.

Due to the massive differences in the scale of remotely monitored CCTV deployments our top level package may not always be the most cost effective solution for any particular client. To bridge the cost gap between PSTN and ISDN, and ISDN and Fibre we have created a set of packages that scale up the amount of features and support to allow you to choose the best solution for your client for each installation.

Our servers are held within a BS7799 certified Datacentre located in Newcastle-Upon-Tyne. From a physical security perspective the datacentre has CCTV in place which covers all entrances / exits and both internal and external areas; access control and intruder detection; along with a comprehensive fire detection, alarm and suppression system. Equipment is housed in a secure lockable rack, which only our engineers have access to. Electronically there are Enterprise Class firewalls and intrusion detection systems in place.

Absolutely. We will work with you and your ARC to ensure that the pre-configured equipment we send to you works first time, every time with the flip of a switch.

This is a feature of our Platinum package where two telephone lines are used to provide two separate ADSL connections on separate circuits. In the event one ADSL circuit fails the other will kick in within 4 seconds to keep remote monitoring active at full capacity.

In some cases it may be desired that monitoring of CCTV cameras be undertaken away form the CCTV monitoring room or ARC/RVRC. A good example is a guard walking the site. The guard can be provided with a PDA which is configured to access the CCTV system on site. The guard can then walk the site while viewing the cameras. MLC Security operates three levels of security on this type of access to allow only authorised personnel to view cameras in this manner.

All of our lines operate at a maximum of 20:1 contention, although we actively monitor our contention ratios and actual contention ratios are usually much better than the maximum.

We can provide you with 11b, 11g, and Pre-N wireless routers should you require them. However, we do not guarantee the security of signals transmitted using WiFi technology.

We can provide fail over to redundant ADSL (separate line required), PSTN, ISDN (separate line required), GSM, GPRS and 3G.

No. We lease you the router so that we can easily provide you with a swap out piece of equipment without you needing to make a new purchase. Router rental is included in the monthly charges for each site.

At MLC Security we are constantly re-evaluating our systems and products to ensure the best service for our customers. We supply you with the latest hardware that we have tested to be fit for purpose.

When you provision an ADSL line from any other ISP you are simply ordering a standard Home or Business connection. The traffic from this ADSL connection is then transmitted along with all the other Home and Business users. Your IP address(es) are not secured and it makes your traffic much simpler to analyse and intercept, should an individual wish to do so.

Single Point is the term/technology we use to give ARCs full resilience to their monitored site by having only one ip address to use for the camera, irrespective of how the site is actually connected at that time (ADSL, PSTN, GPRS etc).

Yes

False, Multilayer use a variety of technologies to further secure the network in a multitude of areas.

MLC Security are interested in forming partnerships with ARCs and RVRCs. For more information on the benefits to your business please contact us.

Absolutely. Our service has been designed to de-skill the installation and management of ADSL connectivity. Installer employees simply take the router to site and plug it in.

If particular training is required regarding connecting Ethernet equipment to the router our certified training staff can provide training to the personnel in question.

MLC Security is dedicated to helping Installer remove any staffing and/or skills issues they may have when considering moving to IP based systems. By pre-configuring the ADSL equipment and providing dedicated account management Installers can take greater confidence stepping into this new technology.

Because MLC Security is dedicated to the security sector we provide Customer Service and support that is second to none.

At MLC Security we want to work in partnership with ARCs and RVRCs to help smooth the inevitable transition of your Installer to IP based services. Rather than taking business way from you we are here to bring you more business as more Installers realise the ease with which they can move to IP connectivity and the benefits offered by this new technology.

By partnering with MLC Security you get a dynamic new set of products to sell with attractive revenues that do not end with the initial sale

Installers are provided with a smooth and de-skilled route to providing IP based services to their clients.

We are happy to work with you to create a SKU code system, based on your infrastructure, to incorporate each of our product packages and additional options that Installers will order.

Our internal systems are centralised and automated to a great degree to handle thousands of provisions for many hundreds of clients. Our ADSL system itself can hold many thousands of connections.