Edition 16 - Maximising Security System Efficiency: Understand The Importance of Corrective and Preventative Maintenance

Maximising Security System Efficiency: Understand The Importance of Corrective and Preventative Maintenance

As a security professional, facility manager, or business owner, you understand that electronic security systems are crucial to any comprehensive security strategy. When designed and implemented effectively, they safeguard an organisation's people and assets, as well as the safety of our homes and families. Yet, despite the expectation that security systems operate 24/7, maintenance is often overlooked.

However, neglecting maintenance can lead to a variety of issues that compromise the effectiveness of security measures and pave the way for costly repairs and even system failure. This underlines the urgency of regular upkeep to prevent such catastrophic outcomes.

Corrective and preventative maintenance play crucial roles in this upkeep. Regular maintenance not only protects your investment but also ensures the optimal performance and longevity of your security systems. In addition, a well-drafted maintenance contract or service level agreement (SLA) plays a vital role in aligning the expectations, responsibilities, and performance outcomes of both the service provider and the client, providing a sense of reassurance and transparency.

But what are these agreements, and why are they important? In this article, let's find out.

Why is Maintenance Crucial?

Security systems are intricate combinations of hardware, firmware, and software designed to protect premises and assets. They are often in continuous operation and subject to various environmental conditions such as weather, electrical fluctuations, and human interaction. Security systems are also one of the only things someone actively tries to stop from functioning. Without routine maintenance, a system's performance can degrade over time, leading to inefficiencies and potential failures.

Understanding Maintenance Contracts and Service Level Agreements

Security system maintenance consists of both reactive and proactive actions:

• Corrective Maintenance

Corrective maintenance applies when a fault or malfunction is detected. A fault could involve repairing a broken camera, swapping out a faulty magnetic door contact, replacing malfunctioning access control devices, or addressing communication issues within the system's network. It might even be a customer error. While corrective maintenance is reactive, restoring the system to its operational state quickly is essential. It minimises downtime and potential security risks.

• Preventative Maintenance

Preventative maintenance, on the other hand, is proactive. It involves regular inspections- generally annually, biannually, or quarterly - and upkeep of security systems to prevent problems before they arise. Scheduled check-ups, routine cleaning, and replacing components prone to wear and tear ensure that the system continues to perform efficiently and reduce the likelihood of unexpected failures. This approach not only enhances the lifespan of the security system but also ensures compliance with UK standards and regulations.

• Service Level Agreement

Another type of contract gaining popularity due to the security system sector's convergence with IT is the Service Level Agreement (SLA). While SLAs and maintenance contracts are often used interchangeably, they serve different purposes. They are designed to address distinct aspects of system management.

An SLA, widely used in technology-related services, is a contract that specifies the expected service level from a service provider. It outlines metrics, response times, and remedial action during service outages. It basically guarantees that service providers meet specific performance requirements to prevent client disruptions or dissatisfaction. For example, a service provider may commit to responding to faults within 1 hour, a first-time fix or the system will have 99.9% uptime.

Conversely, a maintenance agreement focuses on preserving and repairing a specific product or service. It establishes a framework outlining the scope and frequency of preventative and corrective maintenance services, including regular inspections, repairs, and component replacement to keep equipment or structures in top condition.

Ensuring Compliance with UK Standards

Either way, in the UK, security system maintenance must adhere to regulatory standards. The National Security Inspectorate (NSI) and the Security Systems and Alarms Inspection Board (SSAIB) both provide guidelines for maintaining systems to ensure their effective operation and compliance with legal and safety requirements.

Understand what your Service Provider Checks

When conducting maintenance on a security system, engineers conduct comprehensive tests and checks to ensure the system is functioning as required, generally per the manufacturer's parameters. Below are the key areas they focus on during a maintenance visit:

1. Physical Component Inspections

Maintenance engineers start by physically inspecting all hardware components, including cameras, sensors, access control systems, alarms, brackets, etc., and their respective wiring. They check for signs of damage, corrosion, loose connections and fixings, or wear and tear that could impact system performance. They also check the installation and siting of equipment/devices against the specification and look for changes in the environment that might affect system operations, such as building alterations or stock obscuring a camera or sensor.

2. Functional Testing of Alarms

Alarm systems, whether for intruders, fire, or other emergencies, must undergo functional tests to ensure they trigger as expected and communicate with control centres or emergency responders. Engineers test different alarm scenarios to verify detection and notification pathways are operational. For example, under UK standards like BS EN 50131, alarm systems must be tested by the engineer to ensure compliance. This includes verifying signal transmission to monitoring stations within designated timeframes.

3. Video Surveillance Performance Checks

Video Surveillance systems (VSS) are subject to detailed assessments, including checking camera feeds for clarity and frame rates and ensuring video is correctly stored and managed on local servers or in the cloud. Engineers also verify that the cameras have a clear line of sight, check external housings, brackets and fixings for weather damage, and ensure pan, tilt, and zoom functions are operational.

4. Access Control System Evaluation

Access control system maintenance involves checking card readers, keypads, and biometric devices for correct operation. Engineers will also ensure that the system properly logs entries and exits and that release mechanisms on emergency doors function correctly in case of power failure or emergencies.

5. Power Supply and Battery Testing

Engineers test all power sources, including electrical safety tests such as mains voltage and earth loop impedance checks and backup batteries voltage and load, to ensure they can sustain the system in case of a power outage. If necessary, batteries or power supplies are replaced to ensure the security system remains fully functional even during electrical disruptions.

6. Network Connectivity and Communication Tests

Many modern security systems are networked, making connectivity crucial to their operation. Engineers test the communication links between system components—from cameras to recording devices or alarms to monitoring centres—to ensure seamless data transmission. Such tests include checking wireless systems for signal interference and evaluating network infrastructure for potential vulnerabilities.

7. Firmware and Software Updates

Maintenance continues beyond hardware. Security systems today rely heavily on software. Engineers check for available firmware and software updates to patch vulnerabilities, introduce new features, and maintain compatibility with other system components. Outdated firmware is a potential entry point for cyberattacks. Hence, keeping software up-to-date is a critical aspect of maintenance. It's worth noting that firmware is a form of software integrated into a device's hardware. It provides control for specific hardware and essential instructions on how the device communicates with other computer hardware. Software is a set of programs, procedures, data, or instructions a computer uses to perform specific tasks and allow the user to interact with the computer. Both are integral components of modern security technology.

8. False Alarm Diagnostics

False alarms are a common issue in many security systems, particularly in environments with frequent motion or varying environmental conditions. Engineers calibrate detectors, adjust camera sensitivity, and ensure sensors are aligned correctly and working as intended. These tasks reduce the likelihood of false alarms, preventing unnecessary emergency responses and potential fines.

9. Component Replacement

Security systems include components that degrade over time, such as batteries in wireless devices or ageing cameras. Regular maintenance should consist of an evaluation of when these components need replacing to prevent system failures.

10. Documentation and Reporting

The maintenance will include thorough documentation of all activities performed during inspections and maintenance visits. The documentation helps both the client and the provider track the system's condition over time and ensure compliance with UK standards. Reports should detail the results of functional tests, any issues found, and actions taken to resolve them.

The Growing Role of Remote Maintenance and Diagnostics

Technological advancements have transformed how maintenance is performed on security systems, making remote maintenance and diagnostics increasingly common. Remote service and diagnostics reduce site visits and the system's carbon footprint. It allows engineers to monitor and maintain security systems without needing an on-site visit. This approach offers several benefits:

• 24/7 System Monitoring: Remote maintenance tools enable continuous monitoring of the security system's performance, with alerts sent immediately if a fault or anomaly is detected. This real-time monitoring allows for quicker issue detection and faster resolution times.
• Remote Diagnostics: Engineers can perform remote diagnostics, assessing the health of individual components, checking for software issues, or identifying faulty devices. By pinpointing the source of a problem remotely, they can decide whether an on-site visit is required or resolve the issue without physical intervention, saving time and reducing system downtime.
• Automatic Firmware Updates: Some systems support automatic or remotely triggered firmware upgrades, ensuring that the most recent security patches are implemented without needing an on-site engineer.
• System Configuration Adjustments: Many security system elements, such as camera settings or access control permissions, can be adjusted remotely. Engineers can reconfigure devices, adjust sensitivity levels, and recalibrate sensors from a central control platform.

While remote maintenance offers convenience and promotes sustainability, more is needed to completely eliminate the need for periodic on-site checks. Physical wear, such as corrosion on wires or damage to cameras from the environment, still requires manual inspection. However, it can significantly reduce the number of site visits needed, particularly for minor or software-related issues.

Conclusion

In the fast-paced world of security risk management, corrective and preventative maintenance is not just an option—it's essential. A robust maintenance program, enhanced by remote diagnostics and regular system tests, ensures the long-term functionality and effectiveness of security systems.

By investing in regular maintenance, incorporating remote technology, and ensuring compliance with UK standards, businesses can protect their assets while reducing the risks of system downtime, false alarms, and security vulnerabilities. In today's increasingly interconnected world, a well-maintained security system is the cornerstone of a safe and secure operation.

Note: The Security Thoughts on Thursday articles are intended to stimulate free thinking and should not be considered consultancy or definitive advice.

Please share your experiences and insights in the comments below. I'm keen to hear your thoughts and experiences with corrective and preventative maintenance.

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