classic | mobile
Follow us on:
Follow us on Facebook  Share via Twitter  Share via LinkedIn

Hi-Tech Security Solutions Business Directory
Residential Estate Security Handbook 2017

SLA considerations
May 2016, CCTV, Surveillance & Remote Monitoring, News, Integrated Solutions, Security Services & Risk Management, This Week's Editor's Pick

Francois Malan, MD of Camsecure has many years’ experience in installing and maintaining surveillance solutions in South Africa, Africa and the Middle East. He joined iLegal 2016 to deliver a presentation focused specifically on what a maintenance programme consists of and what companies should ensure they include in their SLA (service-level agreement) with their service provider.

Francois Malan, MD of Camsecure.
Francois Malan, MD of Camsecure.

One of the important points Malan made throughout the presentation was the need for a defined maintenance programme, not simply relying on a service provider on a call-out basis. Not only will this help to ensure your system performs optimally at all times, but it will be less costly than making a call every time something goes wrong – or simply ignoring problems until they are large enough and there are sufficient to warrant a call out fee.

He also advised companies to look beyond the legalese that make up most of these contracts, and often result in nobody within the client’s company or the service provider knowing what they are supposed to do. Make sure your operational requirements are clearly stated in the SLA; waffle will result in poor service and endless misunderstandings.

To do this, he suggests first defining the service you require. Do you need someone to clean the cameras once per month? What about checking the cameras’ firmware for updates? What about ensuring the cameras are pointing exactly where they are supposed to point? What about the servers and computers in the control room – who maintains and updates them? These and a host of other issues must be clearly set out in the SLA.

The facilities or security manager (or whoever is responsible) must also ensure that standards of service and the performance of equipment are set and documented in the contract. The company should also set benchmarks relating to performance and maintenance, and measure these year on year. This will ensure that everybody understands the minimum required, and gives the service provider a base to work from. It will also provide the client with a base on which to measure the performance of the service provider, avoiding any misunderstandings or finger pointing when one person expects one thing and gets another.

Along with this, the client must also have the ability to monitor their system to ensure the standards are maintained. This does not have to consist of expensive technical equipment, but, for example, can be something as simple as a benchmark document containing a snapshot of each camera’s correct view. The provider will be tasked with ensuring the camera is not moved or loses its focus at set intervals. Simple spreadsheets and checklists will also make the process easier for all. A set standard for product and repairs must be defined to ensure the correct products are always used and repairs handled in accordance with these standards.

The SLA must also contain procedures for call outs and reporting. Things to include here are response times, how many call outs per month will be required, out of call-out rates, spares that should be held on site or with the service provider, and the process around job cards and logs. And this leads to the question of reporting.

All too often, reports on maintenance and SLAs are done via word of mouth when the service provider meets the relevant manager. The SLA must make allowances for formal reporting processes, weekly or monthly as required, along with documentation regarding every system installed, all work done and changes made.

Malan stressed that the most important facet of your maintenance and service provider relationship is communications. Everyone concerned needs to know who to contact in various situations, what correspondence is required (such as purchase orders, invoices, reports etc.) and the timeframes of appropriate responses.

An SLA consists of much more than the few items listed above, as Malan explained in his presentation, but it’s a job worth doing well. At the end of the day, it doesn’t matter how much you spend on a security or surveillance project if you can’t keep the systems running at an acceptable level, and at a predetermined, acceptable cost.

For more information contact Camsecure, +27 (0)11 781 1341,,

Supplied By: Camsecure
Tel: +27 11 781 1341
Fax: +27 11 781 1342
  Share via Twitter   Share via LinkedIn      

Further reading:

  • The Battle: Human vs Machine
    October 2017, C3 Shared Services, This Week's Editor's Pick, CCTV, Surveillance & Remote Monitoring
    The concept of video analytics technology is to present only the information that will require an operator’s immediate attention.
  • South Africa’s security industry boom
    October 2017, Security Services & Risk Management
    Currently, South Africa’s private security industry is experiencing an unprecedented growth rate. Citizens are now spending as much as R45 billion annually to safeguard their lives, assets, homes and businesses.
  • Measurable policies and multi-layered approach hit the mother lode
    October 2017, This Week's Editor's Pick, Integrated Solutions, Mining (Industry)
    Securing mines is often a logistical nightmare as threats from common thieves to illegal miners are added to the inherent safety and security risks synonymous with mine complexes.
  • What’s in a platform?
    October 2017, Milestone Systems, Naxian Systems, Genetec, This Week's Editor's Pick, CCTV, Surveillance & Remote Monitoring, Integrated Solutions
    Hi-Tech Security Solutions looks at what today’s security management platforms offer users from both small and large organisations.
  • Changing the SMB VMS landscape
    October 2017, Pelco by Schneider Electric, CCTV, Surveillance & Remote Monitoring, Integrated Solutions
    Video surveillance innovations have changed the landscape for enterprise security with the ability to provide real-time monitoring, forensic investigations, risk mitigation and business operations management.
  • Trends in intruder detection
    October 2017, Elvey, Secutel Technologies, This Week's Editor's Pick, Access Control & Identity Management, Perimeter Security, Alarms & Intruder Detection
    Ease of use, integration and visual verification rule the roost in the modern intruder solution.
  • Hikvision reaches new heights
    October 2017, Hikvision South Africa, News, CCTV, Surveillance & Remote Monitoring, Perimeter Security, Alarms & Intruder Detection
    Hikvision held an event to celebrate the launch of its perimeter defence solutions on 15 September on the 20th Floor of The Venue, Green Park.
  • Arteco integrates with Hanwha Techwin
    October 2017, News, CCTV, Surveillance & Remote Monitoring
    Arteco announced that its Video Event Management and Video Intelligence Solutions are now compatible with the new Hanwha Techwin Wisenet 5 chipset.
  • Milestone is all ears for audio
    October 2017, Milestone Systems, News, CCTV, Surveillance & Remote Monitoring, Products
    Milestone Systems has released Device Pack 9.3 which prepares the Milestone community for using audio to increase safety. In addition, more than 300 cameras have received updated or new support.
  • Security professionals meet with the regulator
    October 2017, South African Institute of Security (SAIS), This Week's Editor's Pick, Security Services & Risk Management, Associations
    Dave Dodge, chairman of the South African Institute of Security (SAIS) and PSiRA CEO, Manabela Chauke sat down with other role players for an open discussion, the first of many.
  • ESDA golf day delivers R35 000 to charity
    October 2017, ESDA (Electronic Security Distributors Association, This Week's Editor's Pick, News, Associations
    The ESDA 2017 Charity Golf Day was held on 6 September 2017 at the Glendower Golf Course.
  • Causes of fatigue
    October 2017, Leaderware, This Week's Editor's Pick, CCTV, Surveillance & Remote Monitoring, Security Services & Risk Management
    The security industry has many regulations, but in an industry where the type of work and other conditions lend themselves to fatigue, there is little on the handling of fatigue.

Technews Publishing (Pty) Ltd
1st Floor, Stabilitas House
265 Kent Ave, Randburg, 2194
South Africa
Publications by Technews
Dataweek Electronics & Communications Technology
Electronic Buyers Guide (EBG)

Hi-Tech Security Solutions
Hi-Tech Security Business Directory (HSBD)

Motion Control in Southern Africa
Motion Control Buyers’ Guide (MCBG)

South African Instrumentation & Control
South African Instrumentation & Control Buyers’ Guide (IBG)
Terms & conditions of use, including privacy policy
PAIA Manual
    Mobile | Classic

Copyright © Technews Publishing (Pty) Ltd. All rights reserved.