The operator gets a procedure for this event, at this site, with the right people to call
in the right order. Each step shows the instruction, the evidence and the contact list
together, and each answer moves the workflow on, escalating, dispatching or closing as it
goes. None of it has to be written up as a runbook beforehand, because it is built from
configuration that already exists in the system.
High temperature, Hot aisle B, Row 4DC-01 / HALL-B / ROW-04 / RACK-12 · EVT-4471
00:41Response SLA
Handling an event through to close
The capabilities below are what an operator uses to work an event from the moment it is
queued to the moment it is closed.
Signature feature
Procedures built from your own configuration
Runbooks are the thing every operations team knows it should have and almost nobody keeps
current. Sightline builds the procedure for this event, at this site, with the right people
in the right order, from configuration that already exists. There is no runbook to author
and no editor to learn, and it is there the first time an operator logs in. That matters
because the moment you discover a procedure is missing is almost always 02:00 on a
Saturday, long after the rollout is finished.
Video verification
Security events arrive with the clip already cut and attached, 10 seconds before to 20 after. The operator verifies it before anyone is dispatched.
Escalation trees
Ordered contact lists per area with role, hours, instructions and duress codes. Failed contacts auto-advance; every attempt is timestamped.
SLA & response clocks
Per-severity acknowledge and resolve timers run visibly on the card, escalate on breach, and roll into client-facing SLA reporting.
Work orders & dispatch
Raise a job from the event with the asset, location and evidence pre-filled, dispatch a technician, and track it back to close on the same record.
Event performance, measured
Standing alarms, chattering points, stale alarms and alarms per operator per hour are all measured against established alarm-management practice, so you can see which points are wasting the shift and do something about them.
Shift handover
An auto-composed handover brief: open incidents, suppressed items and their expiry, jobs in flight, and anything the next shift must watch.
Audit & compliance
Every view, decision, note and command is recorded against the event and the operator. Exportable for ISO 27001, SOC 2, uptime and insurance evidence.
Maintenance windows
Planned work suppresses the right zones for the right window, with automatic expiry and a visible reminder so nothing stays muted by accident.
Multi-site & multi-tenant
Group halls, buildings and regions. Operators see only their scope; customers can be given a read-only view of just their cages.
Mobile for the floor
The same queue and workflow on a phone for the walking tech, with QR scan on a rack to jump straight to its record.
