SS-035 Ver 1.0 (May 23)
Confidential & Proprietary | 2024 CBRE Inc.
1. Overview
Security systems maintenance is just as important as the systems themselves It is therefore vital that systems maintenance forms part of any service agreement with the Client and / or Service provider. Neglected and poorly maintained systems increase risk and the potential for loss or injury in which CBRE may be held accountable under the Contract.
CBRE will not perpetuate poor practice and will bring security systems into the scope of a Maintenance Excellence program to ensure the cost effective and efficient delivery of systems maintenance.
If it is found that upon entry into a new contract the systems have not been maintained this must be brought to the attention of the Client and where required, the systems should be brought up to the required specification and normal functioning before commencement of operations.
2. Minimum Standards that apply
To ensure the cost effective, ethical and efficient maintenance of security systems, the following standards must be implemented:
1. System condition should be assessed during transition by competent engineers and a condition report produced.
2. System deficiencies reported to the Client and action plan implement to repair / replace
3. Repair or Replacement completed
4. Set up Asset Register for all systems and include into CBRE systems
5. Ensure Licensed and approved maintenance suppliers are engaged and contracted
6. Implement SLA within the Service Contract
7. Ensure Client flow downs are included within the services from from Service provider
8. Periodic reviews held with Service provider to ensure systems integrity and upkeep
9. Conduct Life Cycle planning for equipment change-out as required
Setting up
Implementing
Maintaining
3. Example of Security systems on a building site
Security Services
Security Systems Maintenance
Transition
Page 1 of 3
SS-035 Ver 1.0 (Apr 23)
Confidential & Proprietary | 2024 CBRE Inc.
1. Overview
It was noted in the previous section the maintenance of Security systems must be accompanied by a corresponding maintenance contract. This ensures that the equipment and systems will be maintained to the required standards and provides assurety to CBRE and our Client that we are operating under the most optimal conditions. Neglected and poorly maintained systems increase risk and the potential for loss or injury in which CBRE may be held accountable under the Contract.
The following guidelines will assist to ensure we maintain "Best Practice" operations under almost every circumstance:
2. Minimum Standards for application to Security Maintenance Contracts
To ensure the cost effective, ethical and efficient maintenance of security systems, the following standards must be implemented:
Understand what is in the client’s contract/ MSA – this is to ensure we do not under or over deliver i.e. contract type and response and repair times – and especially liability for repair and replacement costs. Failing to understand this could result in unnecessary costs or service failures. (Note – unless the client has specified a level of maintenance in their tender – it is likely that the CBRE price will be for the lowest level of maintenance only – which makes the next point very important)
Understand the legacy maintenance arrangements – are they still valid when we start a new client contract? Conduct a Gap Analysis. If we have priced for a ‘bronze’ level of service – but the legacy level is Gold – CBRE may be paying for a Gold level but getting paid for a Bronze level.
Be sure to understand what is to be maintained and the real priority of response and repair times – It is possible that high priority calls are put in for low priority faults – i.e. a 4 hour response is requested for a fault that can easily wait. The opposite is also true. This is important for the Bronze service level
Ensure that there is an Asset Register completed and maintained – Disciplines that are taken for granted with the maintenance of other building plant and M&E are often overlooked in security systems. This then fails to schedule maintenance properly, assess life cycle and replacement times and needs and fails to track parts under warranty
Ensure there is a proper contract with the Service provider and support it with a SLA and KPIs. (See standard SLA format provided in this Play Book). A standard maintenance specification is available (in English only) from the Global Security Standards Director.
Only use approved Supplier partners – Make sure they have the right technical competencies, are accredited dealers for the systems to be maintained, have the geographical spread to support all the in-scope sites and have 24/7 contact support for out of hours calls
Ensure reactive maintenance calls are handled via the Help Desk to ensure proper call handling and track cost and invoice details. Legacy behaviours sometimes have the security team call the maintenance Supplier partner directly which is considered bad practice
Ensure the Supplier partner maintains ‘As installed drawings’ for any system installation changes, maintains and provides proper user manuals (O&M manuals) and provides user training for operators and system administrators
Security Services
Setting up Maintenance Contracts
Transition
Page 2 of 3
SS-035 Ver 1.0 (Apr 23)
Confidential & Proprietary | 2024 CBRE Inc.
Mail Scanning
PID's
IDS
Fences
Lighting
Turnstiles
Key systems
Card Systems
Barriers