Q: Do you require customers to sign a long-term contract?

A: Not exactly. At Vision Link, we don’t tie customers into rigid long-term contracts. For example, customers typically pay annually, while some local flood groups previously paid monthly by cheque, and now use Direct Debit.

However, when we install a camera system, we commit to a 24-month SIM contract ourselves. While we've never had an issue with customers cancelling early, it's important to note that we're liable for the ongoing SIM cost regardless of usage, much like a standard mobile phone contract. Unfortunately, SIMs cannot be paused once activated.

Additionally, it's not just about the SIM—we also provide and maintain the secure server infrastructure that supports the system, all hosted here in the UK and managed entirely in-house, ensuring reliability, performance, and compliance.

Q: Is the alert system included in the price?

A: Yes, absolutely. At Vision Link, we don’t believe in hidden fees or charging for unnecessary add-ons. We're an engineering-led company, focused on delivering reliable, value-driven solutions—not on squeezing every penny from our customers.

The alert system is included and is triggered by our integrated water level sensors. If your setup doesn’t include sensors initially, the system is fully upgradable, so water level monitoring and alert functionality can be added at any time without starting from scratch.

Q: Can you align cameras with gauge boards or install water level sensors in drainage catchpits?

A: Yes, we can. If you're referring to gauge boards (also known as measure boards) like those used in our projects at Braithwaite or Parbold, we regularly align our cameras to provide a clear, real-time view of those indicators.

Additionally, we offer a range of water level sensors that can be installed directly into catchpits, culverts, or drainage chambers. These sensors integrate seamlessly with our camera systems and alert platforms, allowing for precise, remote monitoring of water levels.

If you’re interested, we’d be happy to discuss sensor options and pricing based on your specific site requirements.

Q: We're planning to install the system internally—can you provide a demo or guidance on how to set it up?

A: Absolutely — we fully support self-installation. All Vision Link systems are pre-configured, so setup is essentially plug-and-play. The main controller includes a built-in OLED display, giving you live feedback on status, network signal, and data connection—so you're never left guessing whether the system is working.

The unit will automatically connect to the strongest available GSM network, and while a new SIM may take a couple of minutes to register (similar to roaming abroad), the screen provides clear connection feedback in real time.

Our smartphone apps are also ideal during setup. You can position the camera, then immediately check the live image on your phone or tablet—making alignment and testing fast and hassle-free.

Q: How often do the cameras need maintenance, such as battery replacements or lens cleaning?

A: Our camera systems are designed for minimal maintenance. The onboard batteries are high-quality lithium-ion (the same technology used in electric vehicles), which do not suffer from memory effect like older battery types. Because the system operates 24/7, the batteries are consistently cycled in a healthy way.

We use a dedicated MPPT (Maximum Power Point Tracking) charger, ensuring optimal solar charging performance—far superior to basic PWM systems. The power system also includes proper battery balancing and built-in over/under voltage protection, all of which contribute to long-term battery reliability.

As for the camera lens, occasional cleaning is necessary, especially in outdoor environments. While our infrared LEDs are only activated during image capture, they can still attract insects—which in turn attract spiders, and spider webs can reflect IR light, reducing night image quality. This is common across all camera systems.

We recommend:

• Gently brushing the lens area every few months, depending on location

• Using anti-spider sprays (available online for around £10/can) which help deter web-building near the lens for several months

• Considering camera placement carefully, avoiding positioning near surfaces that may reflect more infrared light than your intended target

In most cases, lens cleaning can be done during routine site visits or inspections, It’s a simple but important step to ensure consistent image quality.

Q: How often do the cameras update?

A: Our camera systems typically update every 30 to 60 minutes under normal operating conditions. This provides a reliable balance between performance, power efficiency, and data usage—ideal for most applications in fair weather.

In special cases, we’ve deployed systems with higher update rates to meet specific customer needs, but increased frequency impacts battery life and data usage, and falls outside our standard pricing model.

When a camera is paired with an integrated water level sensor, it becomes even more intelligent. If rising water is detected—such as during rainfall or culvert filling—the system will automatically switch to an enhanced update rate, providing more frequent images during critical conditions.

This enhanced mode can also be manually activated remotely for short periods, giving engineers real-time visibility when it’s needed most.

Q: Can we use our own SIM cards in the system?

A: This isn't something we currently offer. Our camera systems rely on specialist multi-network roaming SIMs that have been extensively tested across hundreds of installations to ensure reliable performance in a wide range of environments.

It's not just a case of inserting any SIM—our SIMs are designed to automatically switch between available networks for the strongest signal, or can be locked to a specific provider if required. Additionally, our systems continuously report GSM signal strength and network performance back to our servers, allowing us to remotely monitor and support each deployment effectively.

Using our approved SIMs ensures the highest level of reliability, diagnostics, and support across the entire system.

Q: What’s the difference between an IR-cut lens and the lenses I’ve seen on other systems?

A: An IR-cut lens includes a special filter that automatically switches based on lighting conditions. During the day, it blocks infrared light to ensure true-to-life colours. At night, the filter is removed to allow maximum infrared sensitivity for clearer low-light or night vision.

Many basic camera systems lack this feature, which can result in washed-out colours during the day or poor image quality at night. An IR-cut lens provides the best of both worlds—accurate colour in daylight and improved visibility in darkness.

Q: Do you manufacture the systems yourselves, or are they assembled from off-the-shelf parts?

A: Yes, we design and manufacture our systems entirely in-house. This includes developing our own electronics, designing the PCBs, and assembling components using our automated production facility—all here in the UK. The only part we outsource is the fabrication of the raw PCB boards, which involves chemical processes, but we’ve worked with the same trusted UK supplier for over 13 years.

Our in-house manufacturing gives us full control over quality, performance, and supply chain resilience. For example, during COVID, when certain components had 52-week lead times, we were able to source alternatives and reconfigure our production overnight, ensuring zero disruption to customer deliveries.

This level of control means we can respond quickly to customer needs, adapt to component changes, and maintain consistent, high-quality output across every system we deliver.