Scope of Work (SOW) key points

A well-defined Scope of Work provides benchmarks to drive service consistency, measurable service level standards, consistent and quantifiable pricing and a path to achieve client satisfaction. 

1. SOW - Standard Considerations

• Ensure the SOW is designed to provide the required level of service for all key areas and levels of service coverage
• Clearly define special access requirements, safe operating procedures, standard operating procedures, etc. for all key areas
• Provide clear directions on the billing, work order, and payment process
• Ensure all periodic tasks are clearly defined with appropriate service level frequencies and scheduling requirements
• Ensure all service tasks are covered under the SOW to avoid additional work-order processing and billing
• Review SOW during periodic business reviews to ensure reflects site conditions and service requirements

2. FLS Specific SOW Items

• List of all equipment, locations and service levels
• Timing of the PM’s (business hours or after hours)
• PM schedule showing estimated timing of each service
• Detail the checklist and actions of each service
  • The attached SOW template has an example of a typical service
• For all PM only contracts ensure the labor rate for repairs is included
• If contracting with a 3rd party supplier, or an OEM working on another brand of fire alarm control panel, include an hourly rate for bringing the OEM in for a repair
• Warranty agreements (if applicable)
• Emergency on-site response time
• Supplier portal access and uploading of reports following a service