Site visits are expensive. A qualified M&E engineer visiting a Dubai property costs between AED 698 and AED 1,628 before any work is done — travel time, fuel, mileage, and the opportunity cost of an engineer who is not available for other work for several hours. For a portfolio of buildings, this adds up quickly.
Our philosophy is that a site visit should be the last resort, not the first response. Through our remote monitoring infrastructure and secure remote access capability, we resolve 73% of faults reported by clients without dispatching an engineer to site — and in many cases, we detect and resolve faults before the client is even aware of them.
How Remote Diagnostics Works
Every building on a Prysm Edge Asset Care contract is connected to our monitoring platform via a site gateway device. This device maintains a persistent, encrypted connection to our operations centre, providing real-time telemetry from all connected systems and a secure remote access channel for our engineering team.
When a fault is detected — either by the monitoring platform or reported by the client — our first response is always remote investigation. Our engineers can access the building’s BMS, view live system data, review fault logs, modify setpoints and — for most common fault types — implement a fix remotely within minutes of the fault being identified.
The 27%
The faults that require a site visit are typically physical — a failed component that needs replacement, a mechanical adjustment that cannot be made remotely, or a wiring fault that requires hands-on inspection. In these cases, remote diagnostics still adds significant value: our engineer arrives on site with a precise diagnosis, the correct replacement parts, and a clear action plan — rather than arriving to begin an investigation from scratch.
Client Impact
For clients, the benefits are tangible: faster resolution times, lower callout costs, and a service experience where the system simply stays working with minimal client involvement. Average fault resolution time across our monitored estate is 47 minutes from detection to resolution — for the 73% resolved remotely.
