Frequently Asked Questions

Guardian Alliance SOC provides security operations center support to security companies that want an SOC but cannot afford to build one or do not know where to start. With Guardian Alliance, they get a fully operational SOC without having to build or staff one themselves.

We handle the behind-the-scenes work that keeps security companies and their programs running. That includes live operator dispatch, inbound call handling, incident escalation, camera monitoring, officer oversight, documentation, and reporting. Our operators are trained in security industry language and processes, so they function as a real extension of your team, not a generic call center.

Our clients are security companies. They use us to expand what they can offer, support their operations when internal staffing falls short, and deliver a higher level of service to their own customers. We stay in the background. Your brand stays in front.

A traditional answering service takes messages and transfers calls. Guardian Alliance SOC was built to operate differently. Our operators are trained specifically for the security industry. They understand shift changes, incident escalation, officer dispatch, and how to triage a situation. They work inside your software, follow your protocols, and make real-time decisions based on what is happening in the field.

When an officer radios in with an incident, our operators do not just log a message and wait. They assess the situation, follow your escalation call tree, coordinate response, and document everything. When a camera triggers an alert, they review the footage, determine the appropriate action, and respond according to your established protocols.

We are not a message-taking service. We are an extension of your security operation, staffed by people who speak your language and understand what your team needs to keep things running.

Yes. Every Guardian Alliance SOC operator completes 36 hours of training before handling calls independently.

That training is built around security industry operations. Operators learn how to triage incidents, manage escalations, work inside security management software, handle shift changes and call-offs, dispatch officers, and communicate clearly under pressure. They are not trained as generalists. They are trained to function inside a security operation.

By the time an operator touches a live account, they understand security industry language, know how to prioritize situations, and are comfortable working inside the platforms your operation already uses.

Our dispatch operators work in person at our facility in Texas. This is not a work-from-home operation. Our operators share a physical space, which means better communication, faster coordination, and direct oversight from our lead operators.

Having operators on-site together matters in a security environment. When something urgent happens, your team needs people who can coordinate in real time, not operators working in isolation from separate locations.

Remote monitoring operators may work from approved locations, but all dispatch and operator support functions are handled from our Texas facility under direct supervision.

You are not getting a distributed call center. You are getting a staffed, managed, professional SOC that operates the way a real security operation should.

Guardian Alliance SOC supports security companies ranging from emerging local providers to established regional and national organizations.

Our partners serve a diverse range of industries and environments, including residential communities, HOAs, multifamily housing, retail centers, commercial office properties, industrial facilities, construction sites, healthcare campuses, educational institutions, hospitality venues, government facilities, and critical infrastructure.

The common thread among our clients is simple: they want a professional, reliable SOC partner that allows them to focus on protecting their clients while we help support the operational side of their business.

Guardian Alliance SOC is a new company, but the experience behind it runs deep.

Guardian Alliance SOC was formed by combining two established operations: Guardian Secure Solutions, with nearly three years of experience, and Alliance SOC, with close to four years of history supporting security companies and their clients. Both were built by the same core team.

While the Guardian Alliance SOC brand is new, the systems, processes, technology, and leadership behind it are not. Our founders and leadership team come from years of hands-on experience running security operations, managing guard companies, and building SOC infrastructure that most small and mid-size security companies never get access to.

We are not a startup figuring things out as we go. We are an experienced team that identified a real gap in the industry and built a service to fill it. The company may be new. The experience behind it is not.

Guardian Alliance SOC works with security companies of all sizes, from small local guard operations to large national companies and everything in between.

That includes companies that provide uniformed guard services for residential, commercial, or mixed-use properties; patrol and response services for HOAs, shopping centers, and retail locations; security programs for corporate campuses, Class A office buildings, and business parks; event security and temporary post coverage; and mobile patrol operations.

We work well with companies that are growing, adding new clients, or trying to elevate the level of service they deliver without adding significant overhead. We are also a good fit for companies that are currently handling dispatch and operator support in-house and are ready to hand that function off to a professional team.

In most cases, yes. Guardian Alliance SOC is built to scale, which means we can support a small local guard company just getting started and a large national operation managing hundreds of officers across multiple markets.

Our pricing is tiered based on call volume, so you are not paying for capacity you do not need. As your operation grows, your service tier grows with it. There is no need to renegotiate or find a new provider every time you add clients or expand into new markets.

The best way to find out if we are the right fit is a short discovery call. We will ask a few questions about your operation, your current setup, and what you need covered. From there we can put together a straightforward quote and walk you through exactly how the service would work for your company.

Yes. Guardian Alliance SOC is based in Texas, but we support security companies across the United States.

Our operators work on your behalf from our Texas facility, which means geography is not a limitation. Whether your clients are in Texas, California, Florida, or anywhere else in the country, we can handle your dispatch, operator support, and remote monitoring needs.

If you operate in multiple states or are expanding into new markets, that does not complicate our service. We work within your protocols and your systems, so adding new locations or new client accounts is straightforward on our end.

Guardian Alliance SOC is a Texas-based company and operates in compliance with Texas licensing requirements. For services provided in other states, licensing requirements vary depending on the type of service, the state, and how the service is structured.

In many cases, the licensing responsibility falls on the security company we are supporting, not on us directly. Because we operate as a behind-the-scenes partner, your company remains the licensed provider of record for your clients. We support your operation. We do not replace your licensing obligations.

If you have specific questions about how our service fits within your state's regulatory requirements, we will walk through that with you during your discovery call. If there are situations where additional steps are needed, we will tell you upfront.

We would rather have that conversation early than surprise you later.

When an officer radios in, a live Guardian Alliance SOC operator receives the transmission and responds immediately. From there, the operator handles the communication based on your established protocols, whether that is logging a routine check-in, documenting an incident, coordinating a response, or escalating to a supervisor.

Our operators are trained in security industry communication. They understand how officers talk in the field, how to triage what they are hearing, and how to respond in a way that is clear, calm, and useful to the officer on the other end.

One important requirement is that your officers need to be using LTE radios for us to receive their transmissions through our system. Standard analog or non-connected radios will not work with our monitoring setup.

Getting the radio setup right from the start is one of the most important parts of onboarding. Everything else depends on that connection working consistently.

We have two options: you can provide your current LTE radios, or we can partner with our vendor to supply your team with radios.

During the onboarding process, we evaluate your current communication setup to determine the best integration approach. If your organization is already using a compatible LTE radio system, we can typically incorporate those devices into your account. If not, we can help identify and implement a solution that allows your officers to communicate directly with our operators.

If you have questions about a specific radio platform or device, our team can review your current setup and discuss available options during a discovery call.

Full 24/7 coverage. Guardian Alliance SOC operates around the clock, every day of the year. That includes weekdays, weekends, holidays, and overnight shifts.

We do not offer after-hours only coverage as a standalone service. Security operations do not stop at 5pm, and neither do we. Our clients need to know that no matter when something happens, there is a live operator ready to respond.

If your current setup relies on supervisors, managers, or on-call staff to handle overnight calls and weekend coverage, that is one of the most immediate problems Guardian Alliance SOC can solve for you.

One consistent point of contact. One reliable operation. Available every hour of every day.

In most cases, yes. Our operators are trained to work inside the platforms your operation already uses. We adapt to your systems, not the other way around.

We have direct experience with TrackTik, Belfry, StaffWizard, and Therms. If you are using a different platform, we go through a structured onboarding process to learn your system before your account goes live.

You should not have to change how your operation runs just to work with us. We are here to support your business, and that starts with meeting you where you are.

Yes. Time and attendance support is part of what our operators handle. If your operation uses TrackTik, Belfry, Therms, or StaffWizard to manage officer clock-ins and clock-outs, our operators can manage that process on your behalf.

Instead of relying on a supervisor or on-call manager to track attendance overnight or on weekends, your operators are already monitoring the operation and can handle clock-ins, flag late arrivals, and document no-shows in real time.

During onboarding, we will walk through exactly how you want time and attendance managed, what thresholds require escalation, and who gets notified when something is off.

Yes. Scheduling support and call-off management are part of our operator services.

When an officer calls off, our operators follow your established protocol. That may include notifying a supervisor, reaching out to your on-call list, documenting the call-off in your system, or a combination of all three. We do not make staffing decisions on your behalf, but we make sure the right people are notified immediately so those decisions can be made quickly.

Call-offs and scheduling gaps are some of the most disruptive things a security company deals with, especially overnight and on weekends. Having a live operator handling those calls in real time means your supervisors and managers are not getting woken up for every notification.

When an officer calls off mid-shift, our operators respond immediately and follow your established protocol.

That typically means documenting the call-off with the time, officer name, post, and reason, then notifying the appropriate supervisor or manager according to your call tree. If you have an on-call list or a fill-in process, we work through it based on the steps you have set up with us during onboarding.

We do not make staffing decisions independently. Our job is to make sure the right person in your organization is reached quickly, has the information they need, and can make the call on how to handle coverage.

When an emergency call comes in, our operators treat it as the highest priority. Everything else waits.

The first step is assessment. Our operators are trained to quickly identify the nature of the emergency, the location, and what response is needed. From there they follow your established emergency protocols, which are set up and documented during onboarding.

Throughout the incident, our operators document everything in real time. Every call, every action taken, every notification made, and every timestamp is logged. When the situation is resolved, you have a complete record of how it was handled from start to finish.

In an emergency, the two things that matter most are speed and communication. Our operators are trained to deliver both.

We escalate to whoever you tell us to. During onboarding, we help you build an escalation call tree that defines exactly who gets contacted, in what order, and under what circumstances. That document becomes the operating standard for your account.

How we decide who to escalate to depends entirely on the nature of the situation. A call-off may go straight to a supervisor. A use of force incident may go directly to your management team. A medical emergency triggers law enforcement or EMS first, then your leadership. Every scenario is mapped out in advance so our operators are never making judgment calls about who should be in the loop.

If your call tree changes, you let us know and we update it immediately. Keeping that document current is a shared responsibility and we take it seriously.

Yes. Our operators are trained to manage multiple client accounts simultaneously. This is a standard part of how a shared SOC operates.

That said, we staff our facility to make sure no operator is stretched beyond what allows them to perform at a high level. We do not overload operators in the name of efficiency. Response quality depends on operators being able to give each situation the attention it requires.

This is one of the advantages of a shared SOC model. You get a fully staffed, professionally managed operation supporting your account without paying for a dedicated team. The infrastructure is shared. The protocols are not.

Every call handled by a Guardian Alliance SOC operator is documented. That is not optional. It is a standard part of how we operate.

After each call, operators log the time of the call, the nature of the contact, what action was taken, who was notified, and how the situation was resolved or handed off. For escalated incidents, the documentation is more detailed and captures every step taken from the moment the call came in to the point of resolution.

Documentation is entered directly into your system of record, whether that is TrackTik, Belfry, Therms, StaffWizard, or another platform you use. The records go where your records go so your team always has full visibility.

In addition to call-level documentation, we provide weekly call-for-service answer rate reports to every client.

You can customize what kinds of reports you receive and how often. Transparency and documentation are a core part of how Guardian Alliance SOC operates.

Your operators log activity throughout every shift, including overnight. That includes calls received, actions taken, incidents documented, escalations made, officer clock-ins and clock-outs, call-offs, and any other notable activity that occurred during the shift. All of that is entered directly into your system of record in real time, not reconstructed after the fact.

When your management team starts their day, they should never have to wonder what happened overnight. The morning report is confirmation, not a surprise.

While these services often work together, they serve different functions within a security operation.

Dispatch Support is communication and operations-driven. Our operators manage inbound calls, officer communications, incident documentation, escalations, shift coverage coordination, and other day-to-day operational activities.

Remote Monitoring is alert-driven. When a connected security system generates an alert, our operators review the event, verify what is occurring, and respond according to established site protocols.

Remote Patrols are proactive. Rather than waiting for an alert, operators conduct scheduled virtual patrols of camera systems to identify potential issues before they escalate into larger incidents.

If you are unsure which services are right for your operation, that is exactly what the discovery call is for.

Guardian Alliance SOC's remote monitoring service combines advanced camera technology with live operator intervention to help identify, verify, and respond to potential security incidents in real time.

When a connected camera system generates an alert, a live operator immediately reviews the associated camera feed. Alerts may be triggered by motion detection, AI analytics, or other configured parameters.

If the alert is determined to be a false alarm, the event is documented and cleared. If a potential incident is confirmed, the operator follows the site's established response protocol, which may include issuing an audio warning, notifying on-site personnel, dispatching security officers, or requesting law enforcement response.

Many clients pair remote monitoring with remote patrol services to create a more comprehensive security program.

Guardian Alliance SOC is not limited to a specific camera manufacturer or platform. In most cases, we can work with existing camera systems, provided they support remote access and deliver the image quality necessary for effective monitoring and incident verification.

During the onboarding process, our team evaluates the camera environment to confirm compatibility, assess coverage areas, and identify any limitations that could impact monitoring performance.

For clients planning a new deployment or considering upgrades, Guardian Alliance SOC can also provide guidance on camera technologies and monitoring best practices based on the needs of the property.

Guardian Alliance SOC does not require a specific camera brand or manufacturer. We work with a wide range of modern IP camera systems and cloud-based video management platforms.

What matters more than brand is image quality, camera placement, remote accessibility, and overall system compatibility. Poor camera positioning, inadequate lighting, or low-resolution video can limit monitoring effectiveness regardless of the platform being used.

As part of onboarding, our team reviews your existing camera environment to evaluate compatibility and identify any limitations before your account goes live.

When a camera alert is received, a Guardian Alliance SOC operator immediately reviews the associated video feed to determine what is actually occurring on the property.

The operator's first responsibility is verification. Many alerts are caused by non-threatening activity such as wildlife, weather conditions, moving shadows, or other environmental factors.

If a legitimate security concern is identified, the operator follows the site's established response protocol. That response may include issuing an audio warning, notifying on-site personnel, dispatching security officers, or requesting law enforcement response.

Every alert and resulting action is documented, creating a detailed record of what was observed, what decisions were made, and how the situation was handled.

Yes. When a property is equipped with an integrated speaker system, Guardian Alliance SOC operators can communicate directly with individuals on-site through live audio intervention.

A real-time verbal warning can immediately notify an individual that they have been detected, are being monitored, and that additional action may be taken if necessary. In many situations, this type of intervention can discourage unwanted behavior before it develops into a larger incident.

Speaker functionality requires integration into the property's existing technology infrastructure. During onboarding, we evaluate available systems and determine whether live audio intervention can be incorporated into the site's response protocols.

The answer depends on the response protocols established for each site and account.

Some organizations prefer to be notified before any outside agency is contacted. Others authorize direct law enforcement notification for specific incident types or severity levels. In many cases, response procedures vary by property, client, or operational environment.

Our role is to follow the approved response plan consistently and communicate clearly throughout the process.

Yes. Site-specific response protocols are a standard part of how Guardian Alliance SOC operates.

We recognize that every property, client, and operational environment is different. A residential community, construction site, corporate campus, healthcare facility, and retail center all have unique risks, priorities, and response requirements. Each monitored site can have its own customized procedures, escalation paths, contact lists, and response protocols.

Protocols can also be updated as operational needs change. Whether a client adds new contacts, modifies response expectations, or introduces new site requirements, our team can update the documented procedures accordingly.

The Manager on Duty (MOD) service provides an additional layer of operational oversight beyond traditional dispatch support.

While dispatch services primarily focus on handling communications and incident coordination, the MOD service is designed to actively monitor and support the overall operation throughout the shift. It extends your management presence during hours when your supervisors or leadership team may not be available.

MOD responsibilities may include officer check-ins, wellness checks, GPS and patrol activity monitoring, shift oversight, coverage verification, call-off management, escalation support, and operational reporting.

The simplest difference is this: Basic Dispatch is reactive. MOD is proactive.

Basic dispatch focuses on responding to operational activity as it occurs. Dispatch operators answer calls, manage officer communications, document incidents, coordinate responses, and follow established escalation procedures when situations arise.

The MOD service adds an additional layer of operational oversight. Rather than waiting for issues to be reported, MOD operators actively monitor shift activity, verify post coverage, conduct officer check-ins, review patrol activity, and help ensure operations are running as expected throughout the shift.

Dispatch manages communications. MOD monitors the operation.

Yes. Shift checks and officer wellness checks are core functions of the MOD service.

Our MOD operators conduct scheduled check-ins with officers throughout their shift. The frequency and format of those check-ins are defined during onboarding based on your preferences. Some operations run check-ins every hour. Others have specific check-in windows tied to patrol schedules or post assignments.

No check-in goes unaddressed. If an officer misses one, we treat it seriously until we can confirm they are safe. That is not optional.

Yes. GPS tracking is part of the MOD service. Our operators can monitor officer locations in real time through your existing scheduling and guard management platform, whether that is TrackTik, Belfry, StaffWizard, or another system you use.

If an officer deviates from their assigned patrol route, stops moving for an unusual amount of time, or shows up in a location they should not be, the operator flags it and follows your protocol.

Combined with scheduled wellness checks, GPS tracking gives your operation a level of field visibility that is difficult to maintain without a dedicated overnight supervisor.

Yes. Daily activity report generation is a standard part of the MOD service.

At the end of every shift, the MOD operator compiles a report covering the key activity from that shift. That includes officer check-ins and wellness checks, any incidents that occurred, call-offs and how they were handled, post coverage status, and any escalations that took place.

Report format and delivery can be discussed during onboarding. We want the report to be useful to your team, not just something that gets filed away.

Our MOD operators are trained to handle a wide range of situations independently, but they operate within the boundaries you define during onboarding. They do not freelance.

Decisions MOD operators typically handle independently include conducting and logging officer wellness checks, flagging missed check-ins, documenting shift activity, managing routine call-offs according to your fill-in process, and issuing verbal warnings through on-site speaker systems during a monitoring event.

The line between independent action and escalation is drawn during onboarding and documented clearly. Our operators know exactly where that line is and respect it consistently.

Every Guardian Alliance SOC operator goes through a structured training program before they handle a live account independently. Training is not optional, and operators do not go live until they are ready.

The training program covers inbound call handling, incident triage and prioritization, escalation protocols, officer dispatch, time and attendance management, documentation practices, and how to communicate clearly under pressure.

Operators also train on the platforms and software used across our client accounts, including TrackTik, Belfry, StaffWizard, and ES Chat. Platform training is hands-on. Operators work inside the systems, not just read about them.

Operators should not learn your operation while handling live activity. They should understand your procedures before they begin supporting your account.

Every Guardian Alliance SOC operator completes 36 hours of training before they are cleared to handle a live account independently.

That 36 hours covers foundational security operations training, platform and software training, communication and documentation practices, and scenario-based exercises. We do not move operators to live accounts until they have demonstrated that they can handle those situations correctly and consistently.

On top of the foundational program, operators complete account-specific training for each client they support before touching anything live.

The cost of putting an undertrained operator on a live security account is too high. Your officers, your clients, and your reputation depend on our operators knowing what they are doing. Thirty-six hours is the floor, not the ceiling.

Our primary SOC is located in Texas and is where all customer-facing operations are handled. That includes inbound calls, radio traffic, officer dispatch, incident escalation, remote monitoring, and all higher-level operational functions. This is not an outsourced operation. Our Texas-based operators are hired, trained, and managed in-house under direct supervision.

We also operate a secondary support facility that provides administrative backup to our primary team and serves as a redundancy layer, ensuring our operation stays running without interruption if something impacts our primary location.

When your officers call in, when incidents need to be escalated, and when your clients need a response, they are reaching our Texas team.

Many of our operators come from security industry backgrounds, and all of them are trained specifically for security operations work before they ever touch a live account.

We look for people who have the right combination of communication skills, composure under pressure, and attention to detail. Prior experience in security, law enforcement, emergency dispatch, or military service is a plus and something we actively recruit for.

Our operators are not generalists pulled from a customer service pool and given a security script to read. They are trained professionals who understand the security industry, speak the language of your officers and supervisors, and know how to handle the kinds of situations that come up in a real security operation.

When your team interacts with our operators, it should feel like they are talking to someone who knows the business. That is the standard we hire and train to.

We handle operator call-outs the same way we expect our clients to handle theirs. With a plan.

Guardian Alliance SOC maintains an on-call staffing model to cover unexpected absences. If an operator calls out sick, we have coverage protocols in place to make sure their accounts are handed off to a qualified operator without any gap in service on your end.

This is one of the practical advantages of working with a shared SOC model. When you try to run dispatch support in-house with a small team, a single call-out can create a real problem. One person calling out sick is our problem to solve, not yours.

High-volume periods are something we plan for, not react to.

Our staffing model is built with enough flexibility to absorb volume spikes without dropping service quality. We do not run our operation at maximum capacity on a normal day. That headroom exists specifically so that when volume increases, our operators are not suddenly overwhelmed and response times do not suffer.

If you anticipate a high-volume period on your end, such as a new client launch, a large event, or a seasonal spike in activity, let us know in advance. The more lead time we have, the better we can prepare.

Onboarding at Guardian Alliance SOC is a structured process designed to make sure your account is set up correctly before anything goes live.

The process starts with an onboarding call with our operations team where we gather your protocols, escalation call trees, contact information, site-specific instructions, and the platforms and software you use.

Before your account goes live, we do a final review with you to confirm that everything is set up correctly. Onboarding does not end on day one. We stay engaged to make sure the transition into our service feels smooth and that your team is comfortable with how everything works.

While we have successfully onboarded clients in as little as a few days when circumstances require it, most implementations are planned 30 to 45 days in advance.

This timeline allows our team to properly document site-specific procedures, build escalation protocols, configure software integrations, train operators, and conduct quality reviews before services begin.

If you have a specific go-live date in mind, let us know early. We will work backward from that date and make sure everything is in place to hit it.

Getting started with Guardian Alliance SOC is straightforward. We will send you an onboarding checklist ahead of your onboarding call that covers everything we need.

You will need to provide your company contact information, your escalation call tree, your operational protocols, and access credentials for any guard management or scheduling platforms you use such as TrackTik, Belfry, or StaffWizard.

For clients you want covered under remote monitoring or remote patrols, we will need camera system access details and a site overview for each location. You are never left to figure out what to send us on your own.

For most clients, we recommend porting your dispatch and operations phone numbers into Guardian Alliance SOC's dedicated call center environment. This approach provides the most reliable call routing, reporting, redundancy, and operational visibility. In many cases, clients also experience cost savings compared to maintaining their existing phone service.

For software platforms, Guardian Alliance SOC is designed to work within the systems many security companies already use, including TrackTik, Belfry, Therms, and other industry platforms.

If you prefer to keep your existing phone system, our team can often integrate with current call routing and forwarding configurations.

Yes. Keeping your current platforms in place is our default approach. We build our service around what you already use, not the other way around.

If you are running your operation on TrackTik, Belfry, Therms, StaffWizard, ES Chat, or another platform, our operators train on your system and work inside it as part of their daily responsibilities.

If you are using a platform with limitations and want a recommendation, we are happy to share what we have seen work well for companies similar to yours. That conversation happens on your terms, not as a requirement of working with us.

Every client account at Guardian Alliance SOC goes through a structured account setup process during onboarding. That is how we learn your operation, and we take it seriously.

All of that information is documented in your account profile in our system. It is not stored in someone's memory or written on a notepad. It is a structured, accessible record that every operator assigned to your account can reference at any time.

Your accounts are never a mystery to our team. That is by design.

It happens. Onboarding involves a lot of detail and occasionally something gets missed or needs to be adjusted after the fact. We have a process for handling that.

Before your account goes live, we do a final review with you to catch anything that was overlooked. If something is missed after your account goes live, your account contact is your direct line for exactly this kind of situation.

We would rather hear about a problem early than have it quietly affect your operation for months.

Yes. Adding new client accounts after you launch is a normal and expected part of how the relationship grows.

When you bring on a new client, you notify your account contact and we initiate a mini onboarding process for that specific account. We do not add an account until it is set up correctly and our operators are ready to handle it.

Adding accounts does not affect the service level on your existing accounts. We scale our capacity as your client base grows.

Guardian Alliance SOC pricing is based on your monthly call volume. You select a service tier that matches the volume your operation generates, and that tier determines your monthly rate.

Pricing tiers start at $499 per month for lower volume operations and scale up based on the number of calls handled each month. Remote monitoring and MOD services are priced separately from dispatch support. One-time onboarding fees apply at the start of the relationship.

The best way to get accurate pricing is a short discovery call where we can understand your volume and service needs and put together a quote that reflects what you actually need.

A billable call is any inbound or outbound call received or handled by a Guardian Alliance SOC operator on behalf of your account. That includes calls for service, officer check-ins, incident reports, scheduling calls, call-offs, and any other contact that requires operator handling. We walk through this clearly during onboarding so there are no surprises on your first invoice.

If your call volume exceeds your current tier in a given month, overage calls are billed at $15 per call on your next invoice. You will not be charged mid-month or asked to upgrade your tier immediately.

If your volume consistently exceeds your current tier over multiple months, we will have a conversation with you about moving to the next tier. We track call volume throughout the month and can give you a heads up if it looks like you are trending toward an overage.

Yes. There is a one-time onboarding fee of $1,500 when you start with Guardian Alliance SOC. This covers the time and resources required to build out your account profile, train our operators on your specific protocols, configure your platforms and systems, and complete the onboarding process before your account goes live.

The onboarding fee is a one-time charge. It is not recurring and it is not applied to additional accounts added after your initial launch.

Yes. Guardian Alliance SOC offers a 10 percent discount on service agreements paid on a six-month term. If you are confident in the relationship and want to lock in a lower rate, a longer-term commitment is the straightforward way to do that.

For new clients who want to get started before committing to a longer term, we offer standard monthly agreements that give you flexibility while you get comfortable with the service.

Our standard agreements require 60 days cancellation notice. There is no long-term contract requirement to get started with Guardian Alliance SOC. We would rather earn your continued business through the quality of our service than lock you into an agreement that makes it hard to leave.

If you prefer the stability of a longer-term agreement and want to take advantage of our six-month discount, that option is available.

We require 60 days written notice to cancel or downgrade your service tier. That notice period gives us time to wind down your account properly, ensure documentation is transferred correctly, and make sure there is no disruption to your operation during the transition.

If you are considering canceling because of a service issue, we would ask that you reach out to your account contact first. In most cases we can address the problem directly and get things back on track without needing to end the relationship.

Yes. You can move up or down between service tiers as your call volume changes.

Scaling up is straightforward. If your volume is consistently exceeding your current tier, we move you to the next tier and adjust your billing accordingly. Moving up never requires a new contract.

Scaling down requires 60 days written notice, the same as a cancellation. We do not penalize you for scaling down if your business volume genuinely changes.

Yes. MOD services and remote monitoring are priced separately from standard dispatch support. They are enhanced service tiers that involve additional operator time, specialized training, and in the case of remote monitoring, camera system integration and alert management.

Your base dispatch pricing covers inbound call handling, officer communications, time and attendance, incident documentation, and escalation support. MOD and remote monitoring sit on top of that as add-on services.

The best way to get accurate pricing for a combined package is to walk through your specific needs during a discovery call.

Guardian Alliance SOC invoices on the 20th of each month. Payment is due by the 1st of the following month. That gives you a ten-day window between receiving your invoice and the due date.

Invoices are sent electronically and cover your monthly service tier, any overage calls from the prior month billed at $15 per call, and any additional services such as MOD or remote monitoring that are part of your agreement.

No. Guardian Alliance SOC does not charge hidden fees. Every cost associated with your service is disclosed upfront before you sign anything.

The only variable charge on your invoice is call overages, and we are transparent about how those are calculated and when they apply. If your volume is trending toward an overage in a given month, we will let you know.

Guardian Alliance SOC is built to stay operational around the clock without interruption. Our Texas facility runs on dedicated infrastructure with redundancy built in to protect against system failures, connectivity issues, and unexpected outages.

We also operate a secondary support facility that provides an additional layer of operational redundancy. If something impacts our primary location, we have backup capacity in place to make sure your accounts continue to be supported without interruption.

We have redundancy protocols in place specifically for this scenario. If our primary systems experience an outage, our operators follow a defined continuity plan that keeps your accounts supported while the issue is resolved.

If a system outage affects your account in any way, we notify you immediately. We tell you what happened, what we are doing to resolve it, and what impact if any it had on your service. You hear from us as soon as we know there is an issue.

Yes. Redundancy is built into how Guardian Alliance SOC operates at every level.

On the technology side, our systems are configured with failover capabilities to minimize the impact of any single point of failure. On the staffing side, our lead operator and on-call coverage model make sure operator absences do not create gaps in service. On the facility side, our secondary support location provides an additional operational layer if something affects our primary Texas facility.

A SOC that goes dark when something goes wrong is not a SOC worth having. Our redundancy planning reflects that standard.

Guardian Alliance SOC has multiple layers of contingency built into our operation specifically for high-impact situations.

For major operational incidents that affect our primary Texas facility, our secondary facility in Mexico serves as an operational backup staffed by a cross-trained team. We also have the ability to deploy select operators to work remotely in the event of a situation that prevents normal facility operations.

Your accounts stay covered and your operation keeps running regardless of what is happening on our end.

At a minimum, you receive weekly answer rate reports that give you ongoing visibility into how your account is performing. Beyond that, we stay in regular contact with our clients and are available to discuss account performance at any time.

For more formal account reviews, we recommend a scheduled check-in at least once a month in the early stages of the relationship.

What we do not do is disappear after onboarding and only show up when there is a problem. Staying engaged with our clients is part of how we maintain the standard of service we committed to when you signed on.

When an operator error is identified, we address it directly and without delay.

We pull the relevant call records, review exactly what happened, then contact you directly to explain the error clearly, take accountability for it, and tell you what we are doing to make sure it does not happen again. You get a specific explanation and a specific corrective action.

Repeated errors by the same operator on the same type of situation are treated as a performance issue and escalated through our internal management process. We hold our team to a high standard and we enforce it.

Yes. This is one of the core advantages of working with Guardian Alliance SOC and it is built into how our service is designed.

We operate as a behind-the-scenes partner. Your clients do not need to know that Guardian Alliance SOC is supporting your operation. As far as they are concerned, they are working with your company and your team. We stay in the background and you stay in front.

This allows you to offer a professional, fully staffed SOC capability to your clients under your own brand without the cost and complexity of building and managing that infrastructure yourself.

Yes. Our operators answer calls using whatever greeting you establish during onboarding. If you want calls answered with your company name, your operators will answer that way from day one.

The caller experience should feel seamless. The person on the other end of the line represents your brand, speaks your language, and follows your protocols. The fact that they work for Guardian Alliance SOC is not part of the conversation.

Not unless you tell them. Guardian Alliance SOC operates as a white-label partner by default. Our operators answer calls under your company name, follow your protocols, and represent your brand in every interaction.

What we will never do is identify ourselves as Guardian Alliance SOC to your clients without your explicit instruction to do so. Your client relationships are yours. We are here to support them, not to insert ourselves into them.

Yes. Many of our partners do exactly that. Guardian Alliance SOC provides the service at our contracted rate and how you price it to your own clients is entirely your business decision.

The cost of building and staffing an equivalent internal SOC operation runs significantly higher than what you pay us. That gap between our wholesale rate and what the market will bear for a professional SOC service gives you real room to build a profitable offering for your clients.

We work through you. Guardian Alliance SOC's relationship is with your company, not with your end clients directly.

We do not develop independent relationships with your clients or communicate with them outside of the protocols you have set up. You are the primary relationship holder with your clients. We support that relationship from behind the scenes.

Our operators are trained to handle difficult calls professionally and calmly. The operator's first priority is to listen, acknowledge the concern, and de-escalate the situation without making commitments or statements that go beyond what they are authorized to say.

Depending on your established protocols, operators may gather details, document the concern, provide appropriate information, and notify the designated members of your management team for follow-up. We handle the initial interaction professionally. You handle the client relationship resolution.

Confidentiality is something we take seriously at every level of our operation.

Everything about your business, your clients, your protocols, your pricing, and your operational setup is treated as confidential information. Every Guardian Alliance SOC employee is bound by confidentiality obligations as a condition of their employment. Access to client account information is limited to the operators and staff who need it to do their jobs.

If you have specific confidentiality requirements or need contractual confidentiality language included in your service agreement, that is a conversation we are happy to have before you sign on.

Guardian Alliance SOC is headquartered in Texas and operates in compliance with Texas licensing requirements.

Because we function as a behind-the-scenes operational partner, the security company we support typically remains the licensed provider of record for its clients. Our role is to support your operation, not to replace your licensing obligations.

We would rather have that conversation early than surprise you later.

Not necessarily. While many of our operators have prior experience in the security industry and some may hold or have previously held security-related licenses or certifications, maintaining an active security license is not currently a requirement for all Guardian Alliance SOC operator positions.

What is required is comprehensive training in Security Operations Center functions, incident management, dispatch procedures, escalation protocols, client-specific operations, and the software platforms commonly used throughout the security industry.

We actively seek candidates with backgrounds in security, dispatch, emergency communications, military service, and law enforcement because those experiences often translate well to the work performed within a SOC environment.