BAS have changed a lot in recent years – they are more digital, more automated, more networked and more complicated.
What hasn’t changed is that when something goes wrong it needs to be fixed yesterday.
That means knowing who is responsible for responding to the error and how fast. That definition – and more – is explained in the service agreement.
This agreement is both a legally binding document and has room for changes or updates that reflect the evolution of your BAS. The service agreement defines the relationship between you and your BAS provider, both during normal times and in the middle of a crisis.
No two service agreements are alike. That’s because they reflect the unique needs of the facility and the situation. But there are some key sections that you should understand in order to ensure that the service agreement fits your needs.
What’s in it for me: Detailed Services
This is where it’s good to be comprehensive. In the detailed services section, you want to list all of the services covered by your agreement. This includes regular maintenance, system upgrades, day-to-day monitoring as well as response times and other service levels.
Have in mind the frequency of scheduled checks, the specific systems covered, and what happens in the event of a failure or breakdown. The more detailed the services and the outcomes, the better equipped you are for efficient operations.
No Surprises: What’s Excluded
Once you have your services identified, its important to think about the fine print. This is where the exclusions and limitations are found. And they are important because they can mean added costs or disruptions to your service.
Some things to consider are acts of nature and who’s responsible for failure of third-party system components. Also, who is responsible for unilateral BAS modifications made by one of the parties. Knowing where the limitations are can make a big difference.
Keeping up with Facility Changes
New BAS technology, growing (or shrinking) tenant populations, new needs for data centers, laboratories, or production facilities. Your BAS service needs will change with time. So, your services agreement should have some freedom to make these changes and still be covered.
This gets done using contract clauses that specify service level agreement flexibility. This could be tied to changes in building occupancy or when new systems come online. The agreement should have a way to make these changes that’s fair to all parties.
Be wary of any punitive costs or contingencies that may hinder the process. A well-structured agreement will facilitate a smooth transition to additional services as your building scales up or modernizes its systems.
Maintaining Dialogue
Setting up a communications channel that allows your service provider to report on recent events should be part of the agreement. This can include status updates, maintenance logs, and performance metrics. Alarm response is another good metric. You may have others that are important. You’ll also want to hold a regular status meeting with your provider for updates on building performance and service needs.
A Vital Layer of Protection
The services agreement helps protect your BAS investment. A good agreement mandates the use of industry best practices and the highest service levels and safety standards. This adds another layer of protection to the SLAs.
An agreement also defines your relationship with your service provider. Properly written, the agreement holds them (and you) to their commitments. Thus, expect that it will be complex and that lawyers will be involved.
The back and forth of the negotiating period may be a bit combative and feel uncomfortable. But it will pay off in the clarity of roles for you and your provider. This transparency will foster efficiency, trust, and long-term building success.
Be diligent in developing the best service agreement for your facility. It will contribute to the efficient operation and management of your facility.
