Service Tech That Doesn’t Sleep, Quit, or Misplace Manuals

/0 Comments/in /by

Service managers and leaders across monitoring, security, fire safety, and field operations are facing a growing challenge: newer technicians are struggling to deliver consistent service levels because the know-how they need is buried—and the experts who know it are disappearing.

It’s not a lack of talent—it’s a lack of access.

The solution? A GenAI-powered Service Assistant.

The GenAI Bridge: Making Buried Knowledge Useful Again
GenAI Service Assistant—an AI-powered solution built on language models (like LLMs and SLMs) that understands your operations and speaks the same language as your team.

Whether answering complex repair queries or surfacing SOPs in seconds, these assistants act as smart translators between your field techs and your internal documentation. And when paired with vector databases or knowledge graphs, they become even more powerful—learning and improving over time

What a GenAI Service Assistant Can Do for You
– Instantly retrieve answers from manuals, SOPs, or ticket logs
– Walk a technician through repairs in real time
– Improve its responses with every use

This turns static knowledge into dynamic expertise—and makes every technician feel like they’ve got a seasoned pro in their pocket.

Two Paths to Get There
Option A: Drop in a Prebuilt Span
Choose an off-the-shelf GenAI solution built for service environments. These are fast to deploy, require minimal setup, and align with existing workflows.

Option B: Assemble It Piece by Piece
Use modular components—pre-trained models, vector databases, and your internal knowledge—to build a tailored assistant. This takes longer upfront but gives you full control and future flexibility.

It’s Not Just Another Chatbot
This is a real-time, context-aware, hallucination-resistant assistant that doesn’t clock out. It scales, learns, and grows with your operations—supporting the next generation of techs.

The question for leaders isn’t whether to build one—it’s how.

Authored by: DC Jasundera and Isuru Akalanka, Thalamus Labs

American Alarm Acquires Instant Signal & Alarm

/0 Comments/in , , , , /by

American Alarm and Communications announced it has completed the acquisition of Instant Signal & Alarm of Salem, a fire security and life-safety systems provider across the North Shore and greater Essex County in Massachusetts.

Founded in 1954, Instant Signal & Alarm (often called Instant Alarm) has grown to become the security systems and 24-7 alarm monitoring provider for more than 3,000 customers, including homeowners, municipalities and businesses large and small. The company also provides alarm monitoring as a service for several regional security system dealers.

“This deal was special,” said Wells Sampson, president and co-owner, American Alarm. “Two family-owned companies, who have known each other and worked together to improve our whole industry for so long, it was so natural and seamless to come together to better serve our customers into the future.”

Instant Alarm’s employees and the third generation of family ownership, David, Barry and Shawn Wescott, are staying on with the merged company.

“When our grandfather James Wescott installed his first alarm system in 1954, his goal was to take care of customers by protecting their homes, families and businesses. That family goal has never changed and never will, which is why we have decided to join American Alarm,” David Wescott said in a letter to Instant Alarm customers announcing the change.

The Instant Alarm team will continue to operate from their existing building in Salem.

“This is a great fit and another example of how we organize our company,” said Louis Sampson, chief operating officer and co-owner, American Alarm. “As we grow, we are careful to stay close to our customers. We are essentially a group of local companies with deep roots in their communities, who by coming together have more resources to serve customers.”

SightLogix Debuts New Website for Next-Gen Perimeter Security

/0 Comments/in , , , /by

SightLogix announced the launch of its newly redesigned website delivering a modern, customer-focused experience for security professionals, specifiers, and integration partners.

The new website simplifies how users discover SightLogix solutions with streamlined navigation, clear product information, and quick access to technical resources and partner training. Designed around customer feedback, the site emphasizes early detection, AI-driven accuracy, and simplified deployment—key needs of today’s perimeter security decision-makers.

“This isn’t just a website refresh — it’s a signal of where we’re headed,” states Jim Hahn, Chairman and CEO at SightLogix. “For over 20 years we have listened to our customers and designed technology to best meet their unique needs and requirements. We continuously think how we can best show up for our customers, and that starts at first click on our website.”

The redesign puts the company’s edge-based thermal AI, dual-spectrum detection, geospatial intelligence, and automated tracking capabilities front and center while while also making it easier for customers to access training, support, and design tools to accelerate deployment and ensure success.

Key features of the new site include:

  • Streamlined product pages with application highlights to guide solution design
  • Dedicated partner resources and training registration to enhance both technical and sales expertise
  • A cleaner, faster browsing experience across devices

View the website.

SS&Si Dealer Network Named Among the Fastest-growing US Companies on the 2025 Inc. 5000 List

/0 Comments/in , , , /by

SS&Si Dealer Network, one of the fastest-growing companies in the security and low-voltage space, has now been recognized among the fastest-growing companies in the nation with its inclusion on the 2025 Inc. 5000 list.

Released in August 2025, the Inc. 5000 ranks the fastest-growing privately held for-profit companies in the United States based on percentage revenue growth over the past three years. SS&Si Dealer Network achieved a 172% growth during this period, earning them the #2,459 spot and placing them in the top 50% of all companies on the list.

“We’re officially one of the fastest-growing private companies in America, and that’s because of my team,” said Jake Voll, founder and president of SS&Si Dealer Network. “We’re building something special, and it’s getting noticed. This isn’t just about growth. It’s about grit, consistency, and believing in what we’re doing. And we’re not done.”

In the last three years, the company’s tea has tripled in size, growing from 10 employees in 2022 to nearly 30 as of today. In 2025 alone, SS&Si also doubled its physical footprint, expanding from two branches to four by adding Tulsa, OK, and Hagerstown, MD, to its headquarters in Deltona, FL, and existing branch in Huntsville, AL.

The Inc. 5000 recognition is a testament to SS&Si’s continued growth in revenue, team size, and national presence. It also reflects how the company’s innovative approach to distribution is influencing the security industry. Committed to adding value beyond the role of a traditional parts supplier, SS&Si Dealer Network is now attracting attention well beyond its own sector.

Elite Interactive Solutions to Seek Crime Prevention Partnerships at GSX

/0 Comments/in , , , , /by

Elite Interactive Solutions, a remote video guarding pioneer using proprietary intelligence and integration to achieve proven, real-time crime prevention, announces it will have an exhibit hall presence for the first time at the Global Security Exposition (GSX). This year’s GSX takes place Sept. 29-Oct. 1 at the Ernest N. Morial Convention Center in New Orleans. Organized by ASIS International, the tradeshow is one of industry’s largest annual North American events, typically drawing more than 20,000 professionals from across the commercial security channel.

“Elite has one of the industry’s most compelling stories to tell and solutions to offer — market-leading client retention based on unmatched success preventing crimes in real-time,” says Marketing Director Scott Goldfine. “Our leadership and reps are eager to meet with technology leaders, commercial end users, integrators, guard companies and media alike at GSX to discuss Elite’s substantial differentiation, how the solution optimizes security effectiveness and efficiency, and mutually beneficial partnerships.”

Scheduled visitors to Elite’s GSX show-floor suite (No. 1177) will learn about remote guarding services that are having a profound impact on preventing crimes. During 2024, Elite’s 24/7/365 Security Operations Command Center (SOCC) directly prevented more than 78,000 incidents and actively assisted with police in 1,900 other live crime situations that concluded with suspects being detained or arrested 57% of the time. Those incident and police engagement totals were record highs, as were the 19.4 million events cleared along with the 1,074 arrests & detainments.

Elite’s added value includes serving as a force multiplier and live eyewitness partner to police as they respond to active crimes in progress. Elite is the only company with its own Law Enforcement Advisory Board comprised of former police chiefs who are integral to the company’s standardized dispatch protocols and jurisdictional relationships. Despite increases in clients, cameras and alerts during the past several years, Elite has maintained its promise of zero false alarms and its pledge to never miss an event.

Through the years, Elite has continued to innovate and perfect its crime prevention solution, which is predicated on the scientific blend of four pillars: technologies, practices, people and partnerships. These elements coalesce within its nerve center, a state-of-the-art, subterranean UL Security Operations Command Center located within one of the nation’s most fortified buildings in Downtown Los Angeles that is manned 24/7 by former military and law enforcement operators.

“During the past couple of years, Elite has significantly ramped up its exposure and growth. Hosting a suite on the show floor at GSX continues that progression as the company ramps up to scale its services nationwide,” adds Goldfine. “We are excited to engage in meaningful conversations and explain why — whether it’s partnering with technology providers, guard companies and integrators or protecting commercial end users — Elite is the ideal, long-term choice. We look forward to seeing everyone there!”

Paladin Appoints President of Airport Security Services Division

/0 Comments/in , , , , /by

Paladin Security recently announced the promotion of Tyson Black to president of Paladin Airport Security Services (PASS).

The company created PASS after it successfully bid to supply security screening services to the Canadian Air Transport Security Authority (CATSA) in 2024.

PASS, which employs more than 5,500 security professionals administrators and managers, provides screening services to 33 airports across Western and Northern Canada.

Black began his tenure with Paladin Security in 2009 as a client service manager. After being promoted to operations manager in 2010, he  served as director of operations from 2011 to 2016. He was promoted to vice-president in 2016 and served as executive vice-president of Central Canada from 2021 to 2025 until his most recent promotion.

“I am excited to continue evolving and refining PASS’s partnership with CATSA in pursuit of our shared mission to protect the travelling public through the provision of the highest level of aviation security,” said Black in a statement. “We have an incredible team of dedicated security professionals, and I look forward to continuing to build upon Paladin’s award-winning culture and service delivery methodology in the aviation security space.”

Allied Universal Acquires Mulligan Security to Boost Northeast U.S. Presence

/0 Comments/in , , , , /by

Allied Universal has finalized its acquisition of New York–based Mulligan Security from Protos Security, strengthening its service presence in the Greater New York City region. The agreement was announced on August 13, 2025.

“With the divestiture of Mulligan, Protos will be laser-focused on driving a superior customer experience across its national footprint through our supplier managed model,” said Mark Hjelle, CEO at Protos, in the company’s official announcement.

Mulligan Security has delivered security, fire safety, and facility protection services across commercial, healthcare, and museums throughout New York City for over 30 years.

Steve Jones, Global Chairman and CEO of Allied Universal, commented that the acquisition is intended to extend the company’s regional footprint in the Northeastern U.S. and boost its local service capabilities.

COPS Monitoring Launches ASAP to Improve Emergency Response and Reduce False Alarms

/0 Comments/in , , , , , /by

COPS Monitoring, a leading provider of professional monitoring services in North America, proudly announces the official launch of ASAP (Automated Secure Alarm Protocol) across its network of UL-listed monitoring stations. This advanced technology enables the direct electronic transmission of alarm data to public safety answering points (PSAPs), significantly enhancing response times and accuracy.

ASAP eliminates the need for traditional phone calls to 911 centers by securely transmitting crucial alarm information, such as the type of emergency, address, and contact details, instantly and precisely. This streamlined communication accelerates dispatching public safety agencies, improves accuracy, reduces call volume at 911 centers, and minimizes the potential for miscommunication. Moreover, it enables real-time status updates between COPS and participating PSAPs, promoting enhanced collaboration between monitoring professionals and first responders.

COPS Monitoring has been a charter member and early supporter of the ASAP initiative, which was developed through a cooperative effort between The Monitoring Association (TMA) and the Association of Public-Safety Communications Officials (APCO) International. This longstanding commitment to automation and industry collaboration has played a vital role in shaping the development and success of the protocol and today marks a significant milestone in making that vision a reality.

ASAP is currently deployed in more than 150 cities across the United States, with new locations added regularly as municipalities adopt and modernize their emergency communication solutions and processes. COPS Monitoring remains actively engaged in supporting and expanding the protocol’s adoption nationwide.

Looking ahead, COPS Monitoring’s current integration with ASAP proactively lays the groundwork for future enhancements, including the secure transmission of video, audio, photos, sensor metadata, and other contextual data, all designed to improve situational awareness further and equip first responders with more actionable intelligence.

With the introduction of ASAP, COPS Monitoring continues its commitment to adopt technologies that elevate professional alarm monitoring and improve outcomes for all stakeholders. “Our launch of ASAP represents another significant investment in technology and public safety,” said Jim McMullen, President of COPS Monitoring. “By enhancing response times and the accuracy of emergency dispatches, we are not only helping to protect lives and property but also supporting the evolving needs of our dealers, their customers, and the first responders who serve our communities. We are proud to be part of this critical innovation.”

Contact David Smith at (954) 545-5708 or dsmith@copsmonitoring.com for more information.

AITX’s RAD-G Announces Security-Centric Proprietary ‘ChatGPT-Like’ Vision-Language Model for Security Industry Applications

/0 Comments/in , , , , , /by

Artificial Intelligence Technology Solutions, Inc. (the “Company”) (OTCID:AITX), a global leader in AI-driven security and productivity solutions for enterprise clients, along with its wholly owned subsidiary Robotic Assistance Devices Group, Inc. (RAD-G) (collectively, the “Companies”), today announced the development of a proprietary Vision-Language Model (VLM) purpose-built for security applications. Unlike off-the-shelf models such as ChatGPT, Claude and Meta’s Llama1, this VLM has been engineered in-house to deliver precise, real-time generative AI for action and analysis of visual and textual data specifically tuned for security professionals. The Company sees the need for a security-specific VLM that has greater transparency and control than the mass-market LLMs currently available.

“Security end users and manufacturers absolutely require LLMs and VLMs where they have greater control and transparency related to generative AI’s operations,” said Steve Reinharz, CEO/CTO and founder of AITX and RAD-G “After nearly a year of building the fundamental technology, we are ready to announce this effort with a prospective launch date before the end of this calendar year.”

A VLM is a type of artificial intelligence that can both “see” and “understand.” It processes images and video along with written and spoken language at the same time. In simple terms, it is the technology that lets the Company’s devices watch what is happening, interpret it in context, and then respond in methods people can easily understand.
Designed for integration and licensing, this solution provides organizations with a streamlined, high-performance tool to enhance situational awareness and drive progress across the security sector. This breakthrough follows the Company’s success with SARA™, RAD-G’s widely acclaimed agentic AI-powered video monitoring and action solution and further extends the reach of AITX’s advanced security technologies.

The Companies expect to deliver this solution to the industry at prices comparable to the current pricing structure of the major LLM service providers. As development has been underway for some time this project will be launched without adding costs to existing SG&A.

Because AITX and RAD-G have developed and own this VLM outright, the Companies can offer flexible licensing arrangements to security providers, integrators, and enterprise clients. This level of control ensures rapid adaptation to evolving security needs, streamlined integration with a variety of platforms, and the ability for partners to tailor the technology to their specific environments. By making the VLM available for licensing, the Company is enabling a new standard of intelligence, agility, and responsiveness in the security industry.
Organizations interested in bringing the RAD-G VLM to their security operations or exploring licensing opportunities are encouraged to contact the Company for more information. As the security industry continues to move forward, AITX remains focused on providing advanced solutions that create tangible results for clients, partners, and the sector as a whole.

AITX, through its primary subsidiary, Robotic Assistance Devices, Inc. (RAD), is redefining the nearly $50 billion (US) security and guarding services industry2 through its broad lineup of innovative, AI-driven Solutions-as-a-Service business model. RAD solutions are specifically designed to provide cost savings to businesses of between 35%-80% when compared to the industry’s existing and costly manned security guarding and monitoring model. RAD delivers these tremendous cost savings via a suite of stationary and mobile robotic solutions that complement, and at times, directly replace the need for human personnel in environments better suited for machines. All RAD technologies, AI-based analytics and software platforms are developed in-house.
The Company’s operations and internal controls have been validated through successful completion of its SOC 2 Type 2 audit, reinforcing the Company’s credibility with enterprise and government clients who require strict data protection and security compliance.

RAD has a prospective sales pipeline of over 35 Fortune 500 companies and numerous other client opportunities. RAD expects to continue to attract new business as it converts its existing sales opportunities into deployed clients generating a recurring revenue stream. Each Fortune 500 client has the potential of making numerous reorders over time.

Contact: Doug Clemons, Chief Marketing Officer, Robotic Assistance Devices, at (949) 769-1046 or doug.c@radsecurity.com for more information.

ASAP Service Reduces Call Handling Time by 33+ Hours a Month at Riverside, California 911 Center

/0 Comments/in , , , , , /by

The Monitoring Association (TMA) announced that the City of Riverside, California’s Emergency Communications Center (ECC) has saved an estimated 24,462 minutes—over 33 hours a month—in 2024 alone by using TMA’s ASAP Service to process alarm and sensor notifications.

The estimate is based on an average savings of two minutes per call for 12,231 alarm notifications processed via ASAP Service in 2024, bypassing the traditional multiple voice calls required to gather dispatch and response details.

“The streamlined call-handling enabled our telecommunicators to focus more on priority 911 emergencies, which was especially beneficial during periods of high call volume,” Brandt said. “ASAP Service has been a valuable tool for our center, and I’m surprised that more agencies haven’t adopted it.”

Riverside’s ECC handles emergency calls and dispatches police, fire/rescue, and emergency medical response. In 2024, the center handled more than 756,000 calls for service. Given the large call volume, ECC officials sought a way to mitigate the impact of alarm/sensor notifications, which can require as many as five voice calls between an ECC’s telecommunicator and alarm monitoring center personnel to gather the necessary information for dispatching the appropriate response.

Consequently, the ECC implemented ASAP Service in 2023, for law enforcement-related alarm notifications, and the results have been eye-opening, according to Michelle Brandt, the city’s police/fire communications manager. In 2024, 12,231 alarm notifications were delivered directly to the center’s CAD system via the ASAP Service, dramatically reducing the number of manual phone calls between telecommunicators and alarm-monitoring center personnel.

ASAP Service was developed by TMA to lessen the impact of alarm/sensor notifications that typically enter an ECC over nonemergency administrative telephone lines. With ASAP Service in place, those notifications are automatically delivered to the ECC’s computer-aided dispatch (CAD) system, providing all the information needed by ECC’s telecommunicators to dispatch the appropriate emergency response. This saves approximately two minutes per call on average, a significant amount of time during emergencies when lives are at stake and every second counts.

ASAP Service leverages the Automated Secure Alarm Protocol (ASAP). The protocol was developed jointly by TMA and the Association of Public-Safety Communications Officials (APCO). ASAP Service also leverages the Alarm Verification Scoring standard (ANSI/TMA AVS-01), which identifies five scoring levels to help telecommunicators prioritize the severity of an alarm/sensor notification.

Learn more about how TMA’s ASAP Service is saving lives every day nationwide at www.ASAP911.org.