Responsible for the security at your commercial premises?

If so, you’ll know it’s not an easy task to ensure your security systems are operational 24/7 and meeting the ever-changing needs of your business and tenants.

That’s why Service Level Agreements (SLAs) are a crucial tool to ensure everything runs smoothly. Basically, SLAs clearly set out the expectations and responsibilities of each party when it comes to keeping security systems operational.

One person who knows what an asset a good SLA can be is Jan Cooney, Commercial Property Manager at Bayleys Tauranga. Today I talk to Jan about security at the ANZ Centre 247 Cameron Road and the benefits of a solid SLA.

1. What are some of the innovative features of the security at 247 Cameron?

This is a multi-story, multi-tenant building that attracts high-quality tenants — so it needs the security and access system to match. From the cafe that’s open to the public on the ground floor to the highly secure offices above, the security system needs to let the right people in (and keep the wrong people out) 24/7.

In terms of innovation, it’s the high-tech access system and the surveillance cameras, and the fact that everything works together to ensure the building is secure. Also, as facility managers, we have remote access to the system and so does Be Alarmed. So if anything happens it’s easy to check-in from anywhere.

For example, someone called me to say the basement door was left open the other day. I was able to check from my phone and see that it was, in fact, working properly. Someone had just left before the caller so the door hadn’t closed yet. In the old days, before this system, that would have been much more painful.

2. Commercial building security is not set and forget. How do you manage it ongoing?

We follow best practice and ensure we have our security systems serviced on a quarterly basis. This helps us to ensure a preventative rather than reactive approach. But it’s also important to us that we have good service levels from our security contractor so that if there are any activations (real or false) there’s a quick response. This is where a good SLA is important — and a good contractor relationship of course.

3. What are some of the challenges you face?

One of the biggest challenges is controlling all the access swipe cards. We have around 500 swipe cards in operation. And each individual has specific access requirements. For example, each business has employees

that will need access to their floor. But within each business, some people will also need access to other areas of the building like the basement parking, bike storage area, or the showers. Also, people start jobs, leave jobs, change jobs, or simply lose their cards, so the cards need timely and accurate updating and deactivation. There’s constant churn so you need fast and fail-safe systems. We’ve got a good process now.

4. Why is a good SLA important?

A security SLA is important so that the responsibilities of each party are clear and the service level expectations are understood. We can’t afford any major hiccups with our security so we need confidence that the systems and procedures are effective and crystal clear. Then on the off chance that something does go wrong, the SLA sets out accountability and liability.

“Nothing’s ever an issue for the team at Be Alarmed. They’re very customer focused and professional to deal with, and they’ve provided us with some innovative solutions. Our security’s in good, safe hands with Be Alarmed” — Jan Cooney, Commercial Property Manager, Bayleys Tauranga.

How a building is used should inform how the security is managed

A good security company will spend time developing an SLA that will meet the needs of your specific business and building(s).

At Be Alarmed we have developed and are currently implementing some great SLAs with clients like Jan. Interested to find out more? Give me (Gavin) a call on 027 578 1298.