Common Area Security-SLA & KPI

                              SERVICE LEVEL AGREEMENTS & KEY PERFORMANCE INDICATORS

Area of Concern	Service Level	Expected Performance Level & Indicator	Penalty Provision	Remarks
Operating Procedures	There will be round the clock security all days of the year. Due to the nature of work it is absolutely essential that at any given time all areas are optimally manned	Not a single instance	500 amt will be deducted from that days bill if not followed	Monitored by Daily Attendance Report /Register
Operating Procedures	No Security staff should be found missing from their post for longer that 30’minutes of found sleeping	Not a single instance	Staff will be immediately removed from duty and replaced.	Monitored by –Supervisor on duty. -Checks by the client.
Personal Related	Medical Details would be furnished upon request. -Eye Sight Test (including colour recognition) -No physical disability that might jeopardize routine operation. -No psychological problem.	100%	Staff will be removed from duty and .replaced	Monitored by- Regular Medical Tests undertaken
Attire and Appearance	All security personal will be attired as per company rules Uniforms will have name badges and photographs	100%	100 amt will be deducted from that days bill if not followed	Monitored by –. -Checks by the client.
Equipment	Security personnel must be provided with ·         Wet weather equipment ·         Torches ·         Batons			Non-conformance could hinder safety
Training Experience	The following should be covered :- ·        Code of conduct ·        Uniform & equipment ·        Record keeping ·        Incident Report (Verbal & Written) ·        Operation of CCTV & alarm monitoring equipment ·        Searching of vehicles, bags & packages ·        Emergency Management (bomb threats, detecting & handling suspicious packages, conducting searches, evacuation procedures) ·        Fire prevention and control ·        Working with Emergency services ·        Traffic control ·        Environmental Health and Safety ·        First Aid ·        Terrorism ·        Raids and robberies ·        Interpersonal communications ·        Written and Telephone communications ·        Communicative English ·        Dealing with Conflict ·        Concept of criminal and Civil Law as it relates to guarding and searching of premises, vehicles and persons. Contractor will allow          access to training  material to asses the level and adequacy of training given	100% 100% 100%	Personnel will be removed / replaced if found in non-conformance. Rs 100 will be deducted from the bill Review of the contract Staff will be replaced / removed	Should be monitored by HR at time of recruitment and as an ongoing process by way of various tests and continued training. Knowledge and Experience of these are a must – it could hinder safety Important in accessing if regular training is being under taken or not Should be monitored by  HR
Rotation of Staff	The security staff will rotate from the premises after a period of 3 months of continuous duty to prevent boredom and over familiarity with the premise	100%	Review of the contract	A report will be provided by the contractor with the names and designations of the employee that are being rotated
Surveillance	The Security staff must be conversant with the operation and day-to-day management of all security monitoring equipment and be confident of the actions to be taken in response to an alarm or incident	100%	Review of the contract
Access Control	All inward and outward movement of goods should be with a duly authorized gate pass	100%	In case any item goes missing 100% compensation of the cost or replacement of goods	Monitored by- Gate pass Book
Access Control	·         Visual checks of employees / visitors photo-ID card, so that only authorized persons can enter freely ·         No visitors or visitor cars are allowed on the premises without prior approval from the management ·         Stop and search the exterior and the interior of all vehicles entering the premises ·         The inspection of all bags and packages brought in by hand and inside vehicles by staff visitors and contractors ·         No visitors is allowed to bring in any electronic equipment e.g. recording devices, camera phones etc.	100% __________ 100%	NA Review of the contract	Security personnel must be alert as this could pose as a great danger In order to protect data of a confidential nature as per the Data Protection Act.
Patrolling	All guest floors should be patrolled at least once every hour in order to avoid any mishaps. Patrolling should also be undertaken for all other areas of the facility as well as an outdoor perimeter check	100%	200 will be deducted from that days bill if not followed	Monitored by- Security Report
Mail Handling	·     Security staff will receive, register and screen all incoming mail handling room ·     Security staff will check all mail for signs of tampering, strange substances or wires ·     Any suspicious must be immediately reported to the security manager and the indicated receipt called to identify the package or the emergency services called to respond	Not a single instance	NA	Security personnel must be alert this could pose as danger
Incident Response	All incidents must be recorded and immediately reported to the Security Manager	100%	Review of the contract	Incident reporting is very crucial as it  can assist in pre-emptive any mishaps
General Requirement	The contractor will hold formal meetings every 2 weeks with the Site Manager to review performance and address outstanding issues	100%		Regular feedback is of vital importance
Registers / Passes	Registers will include:- ·         Contractors visiting book – details of routine and surprise checks by the contractor ·         Security staff duty roaster ·         Security staff Attendance book ·         Incident Report book ·         Equipment Fault book ·         Visitor and vehicle registers ·         Material IN/OUT registers ·         Contractor workers IN/OUT registers ·         Gate passes (RT/NRT) registers.	100%	Rs.100/- will be deducted from that days bill if not followed	Registers will be up to date and checked daily by the GM and or the client
Emergency Team	There must be a team of personal headed by the GM and SM including employees from every department that must be deputed to head emergency procedures in times of crisis e.g. fire, bomb, threat etc.	100%	Review of the contract	This absolutely necessary to facilitate the safety of the employees
Fire Training and Drill to Employees	Fire drills should be held once a month. At a pre-determined time, the client along with the GM and SM oversees a fire drill. Points to be noted with be the response time of the fire brigade, evacuation of employees, time taken for the evacuation.	100%	Review of the contract	Fire Drills are necessary to ensure planned evacuation and minimize losses.
Liaison Local Authorities	The SP must liaison with local authorities like the police, Fire station, hospital in order to familiarize themselves with the  property	100%	Review of the contract	Losses can be minimized
Aids to Evacuation	There should be illuminated Fire Exit signs and Emergency lights located in areas easily visible to all internal fire exit doors should have a sign saying ‘Fire Exit Keep Closed’ All fire exit doors must be easy to open and available for use during evacuation Emergency Exit diagram will be in every room as well as on staff notice boards and adjacent to fire alarm call points	100%	NA	Monitored by- Property Audits conducted by client