With ALS, your business and its service level performance are measured board important performance indicators, as z.B.: As mentioned in the previous article on Gautrain (www.securitysa.com/8221a), the Gautrain`s security operations team has been measured 2 primarily: SLAs offer the advantage of simply determining what your company wants to make available to its customers or not, whether it is video surveillance or monitoring for their protection control. It can also help you centralize business processes for greater efficiency and is useful as a preventive measure, as it contains clearly defined procedures. Therefore, setting up alS between you and your clients requires flexibility to respond to changes in the business environment and follow certain best practices. Here are a few to consider: For example, some airports security contracts with private security companies. Each company can play a different role in airport security, for example. B in passenger screening or baggage security. These roles and responsibilities are described in their SLAs. If the supplier also manages the underlying network on which the security equipment is run, look for details: punctuality may not appear to be a security issue that needs to be addressed, but the complex structure of the Gautrain project has made it an important aspect of security operations. For example, the theft of cables could lead trains to travel at 30 km/h instead of 160 km/h, which would make everyone too late. Similarly, vagrancy on the tracks would result in delays that would reduce overall punctuality.
Therefore, although it is not only a safety KPI, the requirement to maintain a punctuality rate of 97.5% for train operations was also part of the security service. Service Level Agreements (SLAs) are an important part of any security operation. When an entity defines ALS and key performance indicators (KPIs) that its security service provider must track, it becomes easier to determine whether or not the services provided meet the standard. It has also become standard to include performance clauses in SLAs. This allows the customer to require service delivery in accordance with ALS and, if performance standards are not met, to begin a process of reducing service defects agreed upon by mutual agreement. This may lead to the maintenance of a substantial portion of the contractual levy if the service provider does not meet all contractual requirements. Snyman explained that the security transaction also had an important financial aspect, since the concession contract signed between all the parties involved in the Gautrain provided that non-compliance with its objectives would involve a fine or deduction of benefits. The operating penalty for non-performance of The Gautrain`s KPIs – throughout the operation, including safety – was set at a maximum of 11% of the total monthly operating tax, while the security fine was up to 20% of that amount. This was deducted from the two primary KPS: the physical safety of passengers (15% penalty) and the safety of passenger property (5% penalty). One day, you`ll want to measure the success of your ALS. The agreement itself provides a benchmark for performance measurement.