General Questions

Is my Gym Continually displayed?

Yes absolutely! This is what sets us apart from all other services.

Although it is impossible to catch everything that could happen within the Gym our team are vigilant and carry out regular checks of each Gym.

How are member inquiries handled, can I chose how Secure 24 respond to my members?

Yes, although we have to stick to a selection of standard responses you can choose how our team respond to all of your members.

What is the cost of all this, Can I off set the cost to save money?

Our services start from just £1.57 per hour! This is why we do it! By reducing unsociable staffed hours by just one or two hours per day your bottom line will be far better off.

Can the service work along side staff?

Yes, and for some Gyms it is a huge benefit! If you have a team member that is busy with a PT or Classes Secure 24 can provide a front of house customer service and can pick up the mundane problems.

In the event of a new member enquiry and you felt it could be beneficial for your team to engage with the person, we are happy to direct them to press a buzzer at reception.

Can i change my monitored hours at short notice?

Yes, for any reason you want Secure24 to monitor for longer all it takes is a simple WhatsApp message and you will receive an immediate response confirming that we are online. Short notice hours are charged at £3 per hour.

Have you ever experienced apprehensions from existing staff when implementing the service?

At first yes, but as soon as existing staff realise that they now have the freedom to work less unsociable hours, book any time off without restriction and have less of a work load

Can I use my existing systems such as access control, CCTV and intercoms?

Yes, we can connect to all of your existing systems in most cases but we recommend using our intercoms for seamless integration, particularly for short notice or sick cover requirements.

How are calls and incidents logged?

All calls and incidents are logged in real-time on a live sheet, accessible from anywhere. You and your team can review the sheet and follow up if needed from anywhere.

How does Secure24 handle emergency responses?

Secure24 monitors panic alarms and responds immediately to emergencies during monitored hours.

If it is a time sensitive issue (for example a fire) our team will contact the emergency services directly. Other events may be delt with differently in accordance with our pre-agreed responses.

In unmonitored hours can the calls from the door be diverted to a different number?

Yes of course, in the hours we are not monitoring we can divert the calls to any number you choose and you will also have the ability to release the door from the call too.

Do you sell your services separately?

Yes, The Remote Reception service comes with Panic Alarm Monitoring and CCTV Monitoring as standard but we can offer a CCTV monitoring only or an AI Tailgating package only.

Technical and Installation

Can you provide assistance with the installation?

Yes. Although Secure 24 does not directly carry out installations we will provide advice and support. We will often have installers that we have worked with before in your area. If you do have a reliable electrician for your Gym we recommend using them as they will be familiar with your current set up.

It may be important for us to speak to your chosen installer to run over the finer details of the set up. On the day of install we will be available remotely to test everything to ensure a seamless transition.

Can I use my existing systems such as access control, CCTV and intercoms?

Yes, we can connect to all of your existing systems in most cases but we recommends using our intercoms to allow us to manage any changes, particularly for short notice or sick cover requirements.

Tell me more about these intercoms?

We use the intercoms on the locked side of the door to connect with your members and release the door/turnstile as needed. In most cases we recommend a intercom on each locked door.

Intercoms with DTMF capabilities are connected to a PoE-enabled network switch. Secure24 can supply the correct intercoms and remotely program these once they are plugged in and wired to your access control system. This is usually a simple job for an electrician. We will not be able to offer support or configure intercoms not provided by us.

Do I need anything else?

Our team will require clear signage with QR code to direct new members to our sign up page if possible. Secure24 can create and supply the signs with a QR code linking to your sign up page. Your logo will be required to add to the signs. We also a recommend a sign next to the panic alarms so members know what to do incase of an emergency.

Proof of the art work will be sent to you prior to printing.

Is there a maximum amount of cameras I can have monitored?

No, each screen can monitor up to 9 cameras and there will be an small additional charge per additional screen. We recommends installing cameras on both the external and internal sides of the entrance for optimal coverage. If you have more than 9 cameras on your system and chose to only have 1 monitor you can let us know which 9 cameras you would like use to monitor.

What does the AI tailgating system do?

The AI tailgating system monitors for unauthorized access by detecting tailgating. Alerts are sent to a dashboard for review and you can easily create a sharable link and send the clip of the event to your member.

Is there a minimum internet speed required?

A minimum internet speed of 75 Mbps is necessary for smooth operation and streaming of camera feeds. A stable Internet connection is required for all of Secure24’s services.

Account and Setup

What is the setup process like?

Once you have chosen to go ahead we will confirm the hardware and signage that is required and ship them to you as soon as payment is made.

We will then speak with your installer and confirm they are happy with the requirements. On the day of the install we will be available to test the hardware and connect to the CCTV.

Final step is to run through how you would like the Secure24 team to respond when managing your calls. At the same time we can quickly run though the T’s and C’s and once they are E-Signed we will be ready to go live!

Is there a minimum term?

No.. not at all! We are confident that you will be happy with our service and it will change everything for you. In the entire history of Secure 24 we have only had 1 client that has chosen to continue without us once starting.

Is there a lead time on going live?

Secure24 will endeavour to be ready to go as soon as you are! There can sometimes be a few days lead time on required hardware and signage but as soon as these have been delivered and installed we will be ready to go as soon as we have completed the responses and E-signed the T’s and C’s.

Are there any restrictions on service coverage during holidays?

Secure24 covers all bank holidays except for Christmas and NYE. Our annual closed period is:
Christmas Eve (12 PM) to Boxing Day (10 AM) and New Year's Eve (12 PM) to January 2nd (10 AM).

Is there minimum amount of hours that I will need to have monitored?

Yes, as we reserve a screen in the monitoring station just for your business and in most cases we only charge £1.57 per hour to make our business model sustainable, our minimum monitoring packages are:
Day time Monitoring: 6am - 10pm, 7days per week.
Night time Monitoring: 10pm - 6am, 7days per week.
You can have extra hours in addition to these I.E. 4am - 11pm or up to 24 hours per day of course.

Can I have different hours each day to fit around staff?

Yes, many of our gyms that we monitor overnight increase monitored hours at the weekends for example:

Monday - Thursday 8pm - 8am
Friday 6pm - 9am
Saturday from 1pm
Sunday 24 hours

Can I adjust my monitoring hours?

Yes, Secure24 allows flexible adjustments just ask and we can get straight on it.