// REAL-TIME SCREEN MONITORING · FOCAL MEDIA · IRELAND
MediaFit Heartbeat
Real-time screen monitoring and automated incident management for Ireland's digital signage networks
Built for Focal Media, one of Ireland's leading digital signage operators — transforming reactive firefighting into intelligent, automated uptime management.
// THE CHALLENGE
When Screens Go Dark, Nobody Knows
Focal Media manages hundreds of digital screens across Ireland. Without a purpose-built monitoring system, every outage was a guessing game — and clients were losing confidence.
Outages Went Undetected for Hours
The operations team relied on manual dashboard checks to spot offline screens. Downtime could persist for hours before anyone noticed — often discovered by the client first.
No Response from Site Contacts
Phone calls to site contacts went unanswered and voicemails were ignored, leaving screens down with no way to reach the person who could fix the issue.
No Audit Trail
There was no record of what action was taken for each incident, when it was taken, or what the outcome was — making it impossible to improve the process or prove responsiveness to clients.
After-Hours False Alarms
After-hours downtime — screens legitimately switched off overnight — was indistinguishable from genuine outages, creating noise and wasted effort for the operations team.
// OUR SOLUTION
Heartbeat: Intelligent Monitoring & Escalation
A purpose-designed platform that watches every screen, contacts the right people automatically, and gives the ops team full visibility from a single dashboard.
Automated Escalation Flow
SMS #1
Initial Alert
SMS #2
Follow-Up
AI Voice Call
ElevenLabs
Engineer Callout
On-Site
Internal Escalation
Ops Team
Real-Time Monitoring Dashboard
Live view of every screen's status — online, offline, or after-hours. Heartbeat polling detects outages within minutes, not hours.
Automated 5-Level Escalation
When a screen goes offline during business hours, the system escalates automatically: SMS #1 → SMS #2 → AI Voice Call → Engineer Callout → Internal escalation. Fully hands-free.
AI Voice Calling
ElevenLabs conversational AI makes outbound calls to site contacts when SMS goes unanswered. Dynamic greetings, silence handling, and full call logging.
Two-Way SMS
Twilio-powered SMS with inbound reply capture, delivery tracking, conversation flows with variable substitution, and a complete conversation history per incident.
AI Operational Briefings
Gemini AI analyses all incidents to detect patterns — recurring outages, repeat offenders, root cause clusters (power, network, CMS) — and prioritises open incidents for the operations team.
Geographic Map View
Interactive map of Ireland with colour-coded pins (green / orange / red) showing live screen status. Instantly identifies geographic incident clusters.
// BUSINESS IMPACT
From Reactive to Proactive
Heartbeat didn't just speed up incident response — it changed how the operations team works entirely.
“Heartbeat means we know about a screen going down before our clients do — and in most cases, it's already being dealt with automatically.”
Focal Media
Digital Signage Operations, Ireland
// TECHNICAL ARCHITECTURE
<Technical Architecture />
A multi-service architecture stitched together to deliver hands-free incident detection, outreach, and resolution tracking at scale.
Heartbeat Polling Engine
Integrates with Scala and Damoc servers for automatic player discovery and continuous heartbeat polling. Outages detected within minutes.
Supabase Backend
Database, authentication, edge functions, and row-level security. Every outreach attempt, response, and outcome stored with a full audit trail.
Business Hours Awareness
Google Places API automatically looks up business hours per site. After-hours downtime is classified separately — eliminating false alarms from overnight screen-off periods.
Analytics Dashboard
Incident trends, outcome breakdowns, outreach metrics, per-client performance, and business hours vs after-hours analysis across configurable time ranges.
Integrations & Tech Stack
// RESULTS
Uptime You Can Prove
Heartbeat turned an invisible problem into a managed, measurable process — with outcomes the whole team can see.
Outages Detected in Minutes
Heartbeat polling catches offline screens within minutes. The operations team — and their automated escalation — responds before clients even notice.
Most Incidents Resolved at SMS Stage
The majority of incidents are resolved at SMS #1 or #2, before the AI voice call or engineer callout is needed. Automation doing the heavy lifting.
Full Audit Trail, Every Time
Every outreach attempt, reply, call recording, and resolution is logged. The ops team can demonstrate response times and outcomes to any client, instantly.
AI Surfaces Recurring Problems
Gemini AI briefings identify patterns — screens that go down repeatedly, root cause clusters, and the highest-priority open incidents — leading to permanent fixes.
Zero After-Hours False Alarms
Business hours awareness via Google Places API means overnight screen-off periods are never treated as outages. Only real incidents trigger escalation.
Ops Team Freed from Firefighting
The team shifted from reactive manual monitoring to a managed, data-driven operation — with time back to focus on client relationships and growth.
// NEXT STEPS
Running a Network Where Uptime Matters?
Whether you operate a screen network, a field service operation, or any business where downtime costs money — let's talk about what intelligent monitoring could do for you.
Real-Time
Detection
Hands-Free
Escalation
Full
Audit Trail