Questions and answers

No. The box connects out to our service, so it works on any connection that reaches the internet: fibre, DSL, 4G, 5G or Starlink. Sites on 4G and Starlink are usually behind carrier-grade NAT, with no public address to forward to, and that does not matter. Starlink and 4G sites explains why.

No. The box plugs into a LAN port of the router, takes an address by DHCP, and nothing is opened or forwarded. The connection is an encrypted WireGuard tunnel from the box outwards. The Relayant box has the detail.

If your software connects to a camera or recorder by address and port, it can use the address we give each device. Each device you choose gets one address and port that stays the same even when the device changes address at the site. You enter it in your software once. Device faults can also arrive in it as alarm signals over SIA DC-09. See Remote access.

The box reconnects by itself when the internet is back, with nobody on site. While it is down, the portal shows the site offline and, on Relay + Alerts, an alert is raised. When a site fails over between Starlink and 4G, the tunnel follows the new address on its own. See The Relayant box.

Yes. Run a local relay on a PC in your control room and the boxes dial it directly, so camera traffic does not pass through our servers. Run more than one and every box keeps a connection to all of them, with the same port on each. When one is down, your software can use another without a change. Setting up local relays walks through it.

Yes. The software agent is the box's own software, installed on hardware the site already has. It runs as a service on a Linux PC or a Raspberry Pi, or as a package on an OpenWrt or Teltonika router. It enrols, connects out, finds devices and monitors them the same way as a box. See Software agent.

Yes. The box needs only outbound internet, and the tunnel is sized for Starlink and mobile networks. Some private mobile plans and business firewalls block outbound UDP, which the tunnel needs. Remote sites on Starlink and 4G covers kit, power, signal and data.

Cameras, recorders, door controllers, routers, printers, UPSes, switches, NAS, inverters and building controllers, with the maker and model where it can tell. In the portal you choose which of them your control room needs and which ports. See Device health.

The box checks each monitored device every minute, and the portal shows when one stops answering. It uses the most detailed check the device supports, from ping through RTSP, ONVIF and HTTP. It does not check video content, picture quality or recording: that needs the device's login, which we do not hold. Device health says what is checked.

Yes, for devices that can say how they are. Protocol checks ask over SNMP for printers, UPSes, switches and NAS, over Modbus for inverters and batteries, and over BACnet for building controllers, read-only. A warning such as low toner keeps the device online; a fault such as a UPS on battery raises an alert. See IT providers.

Some checks need newer box software than that box is running: monitoring needs box software 1.3.0 or later, and protocol checks 1.6.0 or later. We sign updates, they roll out in stages, and they roll back by themselves if the box cannot reach us afterwards. See Boxes and updates.

To the portal. On the Relay + Alerts plan, also by email, to Slack and Microsoft Teams channels, to webhooks, and into your monitoring software as alarm signals. Each channel chooses which severities it receives. A critical alert is repeated hourly three times, then daily, until it is acknowledged. See Alerts and alarm signals.

Yes, over SIA DC-09 in SIA or Contact ID format, with the reason in the alarm text, on the client's own account. Our alarm signals are supplementary fault signals. They tell your control room that a device has stopped answering, has a fault, or that a site’s network is down. They do not replace the alarm panel’s own communicator. Alarm signals into your monitoring software has the receiver settings.

In the portal, from the Acknowledge link in each alert email, or from the Acknowledge button on a Slack or Teams message. The acknowledgement records who, or which channel, acknowledged it. An incident handled in your monitoring software is shown as handled there, not as unacknowledged. See Alerts and alarm signals.

A PDF per site, prepared on the first of the month for the month before. It opens with an overall status, connection uptime, device availability, incidents, and how quickly your control room was alerted and acknowledged. Then a daily chart, a table of every monitored device, an incident log and plain-language recommendations. See Monthly site reports.

Yes, when you choose. A report goes to a client only after you switch client delivery on and add that client's address to their site. They get only their own site's report. Reports name none of your people and carry no email addresses. Monthly reports and branding shows the steps.

Yes. Your logo, display name, accent colour, contact details, a footer line and an introduction, and the "Produced with Relayant" line can be switched off. The same branding dresses your alert and invitation emails. See Monthly reports and branding.

No. The box relays video encrypted. We do not store, transcode or inspect it; we count bytes, nothing more. Health checks see only whether a device answers and do not ask for a stream. The security page has the rest.

No. We hold no device logins and do not sign in to a device. The one exception is a read-only SNMP, Modbus or BACnet setting you choose for a protocol check. We store it encrypted; the box keeps it in memory and uses it only to read. See Security.

Mark it lost in the portal and it is refused everywhere. A box belongs to the organisation that bought it. Installing it under another organisation is refused, without saying whose it is, and the owner is emailed. The code on the label is not a secret. See Boxes and updates.

We sign updates, and the box verifies them before they install. They roll out in stages, and a box that cannot reach us after an update rolls back by itself. Updates arrive over the air, so nobody needs to visit the site. See Boxes and updates.

Email [email protected]. We reply by email. See Security.

Per box, per month, on one of two plans: Relay or Relay + Alerts. Relay gives remote access; Relay + Alerts adds alerts, alarm signals, webhooks and monthly reports. See Pricing.

Yes. An account opened through the sign-up page currently starts with a 30-day free trial for up to three sites, with no card needed. To continue after the trial, talk to us. See Pricing.

By card, or by invoice. Prices exclude GST. Billing runs on Stripe, which sends the invoices and receipts. To end a subscription, email us at [email protected] or switch off Renew automatically on the portal's Billing page. See Pricing.

Not at the moment. We sell to control rooms. Installers work with the control room that monitors the site.