Frequently Asked Questions (FAQ)

CloudSurgard is a cloud platform that replaces traditional analog receivers like Sur-Gard, eliminating the need for copper phone lines or physical hardware. It allows receiving signals from alarm panels without modifying firmware or changing complex configurations.

CloudSurgard is already in production with over 100 central monitoring stations, including names like ADT, Chubb, IBS, and other major industry brands. We manage over 300,000 connected panels in real-time.

No. CloudSurgard is 100% compatible with already installed panels. You only need to redirect outgoing calls to a our cloud. Nothing else.

We support the main industry protocols: Contact ID, SIA, 4+2, Robofon, among others. Check the complete list of supported protocols.

CloudSurgard translates incoming signals to digital format (IP) using Sur-Gard protocol, for your CSM, CloudSurgard is just another Sur-Gard receiver, check the installation page.

Yes, CloudSurgard is designed to be brand-agnostic. As long as the panel communicates using standard analog protocols like Contact ID or SIA, our platform can receive and process the signals.

Our cloud infrastructure is built for high scalability. There are no practical limits on concurrent connections, allowing us to handle traffic from thousands of panels simultaneously without issue.

Absolutely. You can configure your hybrid panels to use CloudSurgard as their primary or secondary communication path over the PSTN line, providing a robust backup to the IP channel.

If two or more tunnels are active, each signal is going on one tunnel only, no duplications, and order-preserving, a new signal from same panel is not send until the previous is received by CMS

No, you can establish multiple tunnels from different servers or locations to the same CloudSurgard endpoint for enhanced redundancy and load balancing.

Latency is typically lower than traditional receivers as signals are processed in our optimized cloud environment. Most signals are processed and forwarded to your CMS in under 300 milliseconds.

Currently, our primary focus is on alarm signal reception. Two-way voice features are on our development roadmap. Please check the protocols page for a listen in and two way voice integration.

No, digital panels that transmit by IP are not supported. We are specialized on analog transmission over traditional phone lines

Yes. A single CloudSurgard endpoint can handle the volume of dozens of physical receivers, allowing you to consolidate your infrastructure and reduce hardware footprint significantly.

The certificate ID used for the connection is passed as part of the signal data. This allows you to identify in your CMS logs exactly which tunnel a specific signal came from.

We operate in AWS Cloud, endpoints in Europe and America.

We use industry-standard 2048-bit SSL/TLS certificates to ensure all data in transit between your CMS and our platform is fully encrypted and secure.

In the unlikely event of a compromise, you can call us immediately to revoke the compromised certificate ans issue a new.

Yes, you can request multiple certificates directly from CloudSurgard, allowing you to secure connections from various servers and locations.

Our certificates never expire.

No, all certificate management, including issuance and revocation, is handled directly with us.

CloudSurgard is more reliable: there are no outages due to construction, line failures, or telephone noise. Furthermore, all events are stored and monitored in real-time from a secure and redundant cloud interface.

Our platform is fully redundant, our software is based on serverless infrastructure, with services distributed across multiple geographic data centers. In case of an issue at one location, traffic is automatically rerouted to a secondary site.

CloudSurgard provides two virtual receivers (VR1 and VR2) at different data centers. If your tunnel to VR1 fails, it will automatically reconnect to VR2, ensuring continuous service without manual intervention.

Yes, we highly recommend it. You can establish multiple tunnels from different servers and network providers to our endpoints to protect against local network failures.

The stunnel client maintains a buffer of signals. If a connection drops, it will hold the signals and transmit them in the correct order as soon as the connection to a CloudSurgard endpoint is re-established.

We offer a 99.99% uptime SLA, backed by our geo-redundant infrastructure and 24/7 monitoring. Details are available in our service contract. Check the Service Level Agreement (SLA) page for more details.

We use stunnel to securely tunnel IP signals from your alarm panels to our cloud. The stunnel client is installed on your CMS and configured to connect to our endpoints. The tunnel is established using SSL/TLS certificates, ensuring the integrity and confidentiality of the data, check the installation page.'

Yes. We can provide you with a test number in your country and a demo account to visualize real signals arriving from your own panels. You don't need to install anything to get started.

A new endpoint can be provisioned and configured in our dashboard in minutes. The entire setup process, including tunnel configuration on your end, can typically be completed in 24-48 hours.

Minimal changes are needed. You simply need to configure your CMS to connect a new Sur-Gard receiver (the local stunnel proxy) instead of a physical serial port. No other changes to your software are necessary.

Yes. We recommend a parallel run, where you receive signals on both your old receivers and CloudSurgard simultaneously. Once you have verified that all signals are being received correctly, you can decommission the old hardware without any service interruption.

Absolutely. Our support team is available to guide you through every step of the setup and configuration process via screen sharing and video call to ensure a smooth transition.

Yes, upon creating a new endpoint, our dashboard provides a downloadable package with pre-configured stunnel files containing your unique SSL certificates and settings.

Our analysis engine automatically detects and classifies errors, reporting events such as corrupted frames, invalid formats, or suspicious repetitions. You can also visualize the exact reason from the user interface.

The CloudSurgard dashboard provides a real-time view of all your active tunnels, showing their status, connection time, and the last time a signal was received.

Yes, the dashboard logs show which specific certificate and tunnel were used for every signal, which is invaluable for diagnostics and auditing.

Yes, our platform maintains detailed connection logs that can be used to troubleshoot any issues with your tunnels. Our support team can also assist with log analysis.

Any signal that is rejected (e.g., due to an invalid format or checksum error) is clearly marked and logged in the dashboard with a reason for the rejection, allowing for quick troubleshooting.

Yes, the dashboard shows the timestamp of the last successfully received signal for each active tunnel, giving you confidence that your connections are healthy.