ACS Assessor Guide - Security Industry Authority

ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 2Criteria 2 – Processes2.3 An SIA Approved Contractor can demonstrate that it has processes in place to identify customer needs.2.3.3 The management of contractual arrangements with the customer has been defined and implemented.Required Achievement LevelContractual arrangements aremanaged in an ad-hoc manner.There are procedures in place forthe establishment and managementof contractual arrangements withkey customers. These include: negotiation of the terms andconditions of supply documentation confirming termsand conditions of supplyAll aspects of the previouscolumn plus:Some of the contracts and/or termsand conditions of supply have beensigned as approved by both parties.All aspects of the previouscolumn plus:The procedures also include theestablishment of written contracts.All contracts are signed asapproved by both parties orcustomer refusal to sign can beevidenced.All aspects of theprevious column plus:The procedures also ensureadherence to the contractualarrangement.Contracts are monitored forreview and renewal periods.The procedures are applied to allcustomers.The building of the customer/service provider relationship is ahigh priority.42The contents of this publication are copyright ©2013 Security Industry Authority, all rights reserved. No part of the contents may be reproduced or transmitted in any form, by any means without prior written permission of the copyright owner.