TFIS Service Presenter 2011 Edition

Tyco One Team - Your One Stop SolutionFor total service, support and maintenance capabilities

For further information regarding our service & maintenance packages

contact your dedicated team at [email protected]

Alternatively you can visit our website at: www.tycofis.co.uk

Where We Are

Aberdeen

Tel: 01224 894 292

Barnsley

Tel: 01226 702 000

Belfast

Tel: 02890 883 560

Birmingham

Tel: 0121 623 1000

Bristol

Tel: 01454 240 071

Crayford

Tel: 01322 552 410

East Kilbride

Tel: 01355 225 132

Manchester

Tel: 0161 205 2321

Newcastle

Tel: 0191 497 6333

Slough

Tel: 01753 574 111

Swansea

Tel: 01792 465 006

Wigan

Tel: 01257 427 164

Other Service and Maintenance Solutions Include:

1. Door Care Leaflet2. Regulatory Reform Order Leaflet3. Cylinder Stretch Testing Brochure4. Quality Fire Extinguisher Brochure5. Fire Protection Systems Guide6. Bio-diesel Fuel Contamination Alert Leaflet

1. 2. 3.

4. 5. 6.

Why Choose Tyco One Team?■ As part of the Tyco International group

of companies, we offer the foundations of aglobal market leader, but deliver this throughour 12 UK regional service centres ofexcellence. We are global, but always remainlocal to you.

■ We work across 20 market sectors anddeliver our solutions to a wide spectrum ofcustomers, from small independentbusinesses (such as corner shops), throughSME’s up to major national and internationalblue chip organisations.

■ Whatever the size, shape or industry yourbusiness operates within, all our clientsreceive the same levels of operationalexcellence in everything we do through our‘Vital Link’ customer charter.

Our Vital Link Customer Care CharterCustomer Charter Benefits

We believe in customer care and servicedelivery, and challenge our employees toalways act with our customers in mind,seeking to establish and maintaineffective relationships to gain their trustand respect. Our aim is to become ourcustomers trusted advocate and for themin turn to become our referral advocates.As a measure our service delivery, in ourvoice of customer surveys our customerscores for satisfaction, recommendationand loyalty have consistently scored atleast 95%.

Our engineers/businesses are third partyaccredited by the relevant supervisoryauthorities to provide our clients withpeace of mind that their fire protectionsystems are service and maintained to thehighest standard, by engineers of thehighest competence.

The charter is built around customer feedback and our desire to

set and deliver the highest standards of service.

We work continuously to improve communication at all levels,

ensure attention to detail, and build knowledge and competence

through training – all aimed to deliver the specific service desired

by you, our customer.

The charter is also underpinned by our employee’s commitment

to our ‘Vital Values’ ethics of Integrity, Teamwork, Excellence

and Accountability and their engagement in developing and

maintaining a positive, caring, work environment. This translates

into employees who are passionate about customer care.

Unrivalled levels of serviceand support which putcustomer requirements first

Tyco One Team One Source - Endless Solutions

Tyco One Team

Since the Regulatory Reform (Fire Safety) Order was introduced,

the responsibility for managing fire safety within buildings has

moved from the fire authorities to those deemed ‘Responsible’

for the safety of the occupants and all other parties likely to use

the building. With these facts in mind, Tyco Fire & Integrated

Solutions can assist and advise you in your role as the

nominated ‘Responsible Person’ to take a proactive approach

to fire safety.

Over 120 years ofproven experience, expertise andknow-how

Service and maintenance, support, consultancyand training capabilities from one source

How we are different and why it matters to you

Our expertise will enable you to identify,implement and maintain appropriate firesafety measures to minimise the risk offire and manage the buildings fire riskmanagement plan and ensure your fireprotection systems remain in goodworking order.

To support your mandatory RRO legalobligations without fear of compromise,we provide an industry leading range offire protection solutions including totalsolution partnership contracts. These are all backed by industry leadingaccreditation and approvals giving you, theresponsible person, full confidence thatyou are being supported by a companyoffering the highest levels of competenceto safeguard your organisation.

Fire Safety Training

Your fire risk assessment, should detailany training requirements you may haveor require. To support your fire managementplan or any specific needs you may havewe can offer a wide range of tutored orweb based, training courses that areformally certificated. These include:

■ Fire Safety Awareness

Ensures all employees are fire aware andunderstand their duties andresponsibilities in the event of a fire.This service is also available throughour ‘Smart’ On-line Fire SafetyAwareness course

■ Fire Safety Warden Training

Ensures those with extendedresponsibility understand their dutieswithin the fire risk process and theirrole in supporting the ‘ResponsiblePerson’

■ Fire Extinguisher User Course

A practical course providing delegateswith an understanding of how to safelyuse a fire extinguisher

■ Product Specific Training

Provides awareness of how the fireprotection system operates, its keycomponents and its testing andmaintenance requirements


Planned Maintenance Visits

From the moment your agreement isconfigured and signed, you have comfort thatyou have the full support of a professionalservice provider, our agreements are flexiblein their design, but all feature…

■ A customer care pack which includes acopy of your agreement, your allocatedcustomer service branch contacts,personal contract ID reference andemergency call out details

■ Logging of all your service andmaintenance assets on our servicemanagement system

■ A service engineer from your local areais nominated to attend site visits onagreed specified dates and times tofully complete the work schedule

■ All Service visits will be supported byfully detailed paperwork and certification,including any recommendations that arerequired to ensure your systems remainfully operational

■ Formal KPI statistics, including all ourengineer’s performance measurements

Reactive Call Handling

In an emergency, a fast response to areactive maintenance requirement canbe more crucial than a planned visit inorder to maintain ‘Business Continuity.’With this fact in mind, Tyco Fire &Integrated Solutions has full ownershipof its UK based Call Centre that is fullymanned 24 hours a day 365 days a year.

Over a typical 12 month period ourservice engineers from our regionaloffices have:

■ Completed over 11,000 reactive call-outs

■ Responded to over 1,500 ‘Out of Hours’emergency call-outs measured againstindustry standard KPI’s

Reliable serviceand support 24 hours a day365 days a year

Service CapabilitiesProviding an extensive range of planned and support services across our complete product portfolio

A critical element of complying with the RRO is ensuring fire safety facilities and

equipment are well maintained and kept in good working order. Our service and

maintenance agreements are therefore designed on a flexible, bespoke basis to suit your

needs, whilst ensuring you are aware and understand the requirements of relevant

standards, good working practice and manufacturer’s recommendations.

Fire Risk Assessment

Under the Regulatory Reform (Fire Safety)Order 2005, there is so much to considerthat it is hardly surprising that only 1 in 10managers, landlords and managing agentsare fully aware of what is required of themby Law. We have industry leadingexperienced fire risk assessmentconsultants who undertake FRACSaccredited fire risk assessments. All ourassessments are undertaken by specialistconsultants with a minimum of 20 yearsfire industry experience.

As a Tyco client you will receive acomprehensive Fire Risk Assessment thatwill ensure that in your role as aresponsible person you will:

■ Have confidence your fire riskassessment has been completed by‘Third Party’ accredited, fire industryapproved, highly experiencedconsultants

■ Hold a suitable and sufficient riskassessment that meets governmentguidelines

■ Be aware of any corrective actions/stafftraining/emergency action requirements

■ Become confident and knowledgeablewhen liaising with fire servicepersonnel

Value Added ServicesFor those deemed the ‘Responsible Person,’ a highly detailed and complete understanding of all fire protection

maintenance and life safety issues can be complicated to sustain with changing standards and legislation.

Therefore, Tyco Fire & Integrated Solutions have developed a wide range of product specific services to their

extensive service & maintenance portfolio that addresses and resolves key maintenance issues for the

‘Responsible person’

Product CapabilityOur service teams have all the necessary skills and industry area access training approvals to service &

maintain, extend and re-furbish every type of fire protection product and system imaginable.

This capability ensures that our customers only need to deal with one ‘Single Source’ key contact that controls

our ‘One Team’ service engineers to service their complete needs.


Sprinkler Systems

We specialise in Wet, Dry, Alternate, Deluge and Pre-ActionSprinkler systems for a wide range of vertical marketswithin the Domestic, Residential, Commercial and Industrialmarket sectors to comply with all fire standards.

Fire Detection & Alarm

Our capability within this area includes, Conventional andAnalogue Addressable systems, Aspirating SmokeDetection (VESDA), Linear Heat Detection systems, VoiceEvacuation and ‘Touch Screen’ technology.

Gaseous Fire Suppression

We are a leading service provider for inert gaseous firesuppression systems such as INERGEN and chemical gasessuch as CO2, FM200, Novec 1230 and Sapphire.We have also gained extensive experience working on awide range of other gaseous fire suppression alternativesthat are currently supplied by the fire industry.

Watermist, Waterspray& Foam Systems

We have unrivalled experience in working on ALL types ofLow & High Pressure Watermist, Medium & High VelocityWaterspray systems and foam fire suppression systems.These include low, medium and high expansion foam systemsand foam enhanced sprinkler systems.

Fire Extinguishers

Our vast range of portables includes water, foam, powder,CO2 and wet chemical fire extinguishers. We also provide cabinets, stands, fire blankets, signageand first aid equipment.

Access, Fire & Security Doors

Today’s super efficient ‘Multi-purpose’ doors are extremelycomplex. However, our Tyco Door Care philosophy meanswe can maintain, convert, modify or upgrade any door, anymake, anywhere and anytime.

Kitchen Fire Suppression

It is essential that Kitchen Fire Suppression systems aremaintained to the highest standards. With this in mind, wehave extensive knowledge and experience in the service andmaintenance of all types of Kitchen Fire Suppression systemsespecially in leading brands such as ‘Ansul R102’ and ‘Piranha’.

Cylinder Pressure Testing (EU Pressure Equipment Directive)

We have introduced three options toovercome the cost implications of BS EN1968:2002 dispensation removal forcylinder pressure testing. As a result, wecan meet all your cylinder pressure testingrequirements at a price you can afford.The Services we offer include:

■ Replace all cylinders with NEW

■ Refurbish customers own cylinders

■ Replace current cylinders withrefurbished ones

Gaseous Fire Suppression

Integrity Testing

British, European and ISO standards nowmandate a fan integrity test to determinethe ‘hold time’ for all new gaseous fireextinguishing systems.The standards alsocall for rechecking of enclosures, at leastevery 12 months, to establish thatbuilding/services changes that take placehave not compromised the effectivenessof the gaseous fire protection.

’Tyco's in house computer softwareevaluates leaks and determines hold timecharacteristics.’

Condition Monitoring

Automatic Doors, Gates & Barriers

To reduce the risk of litigation posed byaccidents to pedestrians from crushingzones on electrically powered doors,gates and barriers, Tyco Fire & IntegratedSolutions can provide a detailed safetyreport on any of these types of doors.

Our safety audit is designed to meet theBS EN 12453:2001 requirements andincludes the results from a “Door ImpactTest using a calibrated, compliant forcetest gauge” and an analysis of potentialhazards, situations and events.

Our Tyco Care Agreement Philosophy

Fortunately, no matter how your fastresponse requirement evolved, Tyco Fire &Integrated Solutions have an unparalleledtrack record of rapidly solving every rapidresponse requirement imaginable.

Each regional office can provide clients withits own list of “Fast Response Facts,” itsgeographical and postcode coverage, andperformance tables to illustrate its localcapability. From the moment we commencework on your project, we provide you with“Complete Peace of Mind”.

Our Engineers provide detailed reports onwork-in-progress as part of our KeyPerformance Indicator managementprogramme. These reports provide ourcustomers with physical evidence thattheir project is developing to the time-scale agreed.

Our management systems are so precisethat they can illustrate at a glance how manyfast response contracts our engineers withinthe various regions respond to. For example,over a typical 12 month period 50% of ourregional offices have each completed over650 fast response contracts whilst some ofthe larger regional offices have completed inexcess of over 1,000 contracts.

Tyco Fast Response Facts speak for themselves

Our fast response fire protection teamspecialise in projects involving extensions,refurbishments, product supply andcommissioning and installation of newsmall to medium sized contracts on budget, on time, every time.

Fuel Testing

The impact of Bio Diesel Fuel Legislationon UK industry and commerce is havingan adverse effect on Diesel Driven PowerPlant. Bio Diesel is a perfect ‘growthmedia’ for micro-organisms and leads toblocked fuel filters and biologically inducedcorrosion. Tyco can now cleancontaminated fuel tanks and install apatented device to Diesel Driven Plant toeradicate Bio Diesel Fuel Contaminationand safeguard the ‘Business Continuity’of our customers.

Other Condition Monitoring Services include:

■ Head Sampling/Testing

Our in-house product team will take asample of heads from your premisesand thoroughly inspect and test themin specialist test rig, a formal reportwill be compiled and issued to you forreview. Head testing is a requirementof all BSEN and global designstandards

■ Tank Inspections

Sprinkler tanks require formal inspectionsat regular intervals, we provide bothtraditional drain down and accessinspections; and modern automatedtechniques which do not need the tankto be drained

■ Fire Pump Servicing

Fire pumps are the heart of sprinklersystems, and a proactive approach topump maintenance will save long termcosts. We service electrical motor anddiesel engine units and can offer fulltechnical advice based uponmanufacturers recommendations, andour experience not just the requirementsof standard

■ Earth Bonding

Our qualified electricians will not onlyreview and check electrical equipmentwithin the pump house, but they cancheck the sprinkler system is earthbonded throughout

■ Foam Concentration Test/Replacement

Foam concentrate does deteriorateand to ensure your system continuesto adequately protect your facility wecan test the quality of your foam bysampling the concentration andproviding a fully detailed report, withguidance, on quality level

Remote Condition Monitoring

Our Remote Condition Monitoring Serviceprovides ‘Risk Mitigation’ by trend analysisof all logged alarms. For example, on ourwaterbased systems, weekly testing canalso be remotely monitored by ourengineers reducing emergency call outsand plant down time. System leaks can bepre-empted by counting the frequency ofJockey Pump Operation.

For our Fire Detection & Alarm customerswe utilise GPRS/SM and telephone linesor the internet from reputable communications providers such as Redcareand DualCom. This enables us to provideour customers with an alarm or faultmonitoring service through our Tyco AlarmReceiving Centre.

For customers using MZX Fire Detection& Alarm systems on complex multi-sitelocations, we can offer MXRemoteCommunications Software technology.MXRemote is a software tool which allowsdirect communication with the MX panel orsite system from a remote location. It connects a PC to the MX panel via a serialdata link, modem or IP network interface.

The PC then acts like a fully functionalrepeater panel providing all the featuresavailable to a technician attending site.Remote diagnostics by our trainedtechnicians means that expert advice canbe available 24 hours a day, speeding up repair times and often removing the needfor a site visit altogether. MXRemote canalso be used onsite as a fully functional firealarm “repeater on a PC”.


KPI - Fast Facts

Customers can access KPI Reports

Fast Response Facts

Nationally, in a typical

12 month period we installed:

2,500 Sprinkler and Water Based

Systems

867 Fire Detection & Alarm Projects

395 Multi-purpose Door Contracts

264 Gaseous Fire Suppression

Projects

61 Kitchen Fire Suppression

System Projects

51 Emergency Lighting Projects

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KPI Report


Systems EngineeringA totally integrated service

AccreditationsExcellence through quality

We have considerable resources staffedby fully qualified and experiencedpersonnel with a keen focus on customercare, ensuring consistent delivery of ahigh quality service.We offer a complete suite of services toall markets which deliver added value toour extensive client base. Because wecan provide solutions for all fire protectionrequirements.

■ Consultancy

■ Design

■ Manufacture

■ Supply & Installation

■ Test & System Verification

■ Project Management

■ Installation/Commissioning

■ Service and Maintenance

■ Reactive Call Handling

■ Fire Risk Management

To support our clients to meet their obligations under the RROwe ensure all our branches, businesses and engineers maintainindustry leading third party accreditation for all products andservices we provide; similarly across our business wecontinually manage and improve our quality, health and safetyand environmental processes and standards. Accreditation investment is our commitment to providing ourcustomers with exceptional service and professional, qualified,well trained experts.

Tyco Fire & Integrated Solutions is a member of these organisations

Tech

nic

al

Qu

ality

H&

S/E

nvir

on

men

tal

Product

■ Sprinklers

■ Detection

■ Gaseous

■ High Pressure Cylinders

■ Extinguishers

■ Doors

Item

■ Quality System

■ H & S Management System

■ Environmental Management System

Accreditation

■ ROSPA (Royal Society for the Prevention of Accidents)

■ CHAS (Contractors Health and Safety Scheme)

■ Constructionline (Department for Business Innovation & Skills)

■ Contractor Plus (Safety Management & Monitoring Services)

■ Safe Contractor (National Brittania)

■ Building Confidence (Managed by Achilles)

■ Assured Vendor Awared Scheme (Managed by Altius)

■ UDBV Verify (Managed by Achilles)

Organisation

■ Loss Prevention Certification Board (LPCB)



■ Royal & Sun Alliance

■ British Approvals for Fire Equipment (BAFE)


Organisation


■ BM Trada

■ BM Trada

Accreditation

■ LPS 1048

■ LPS 1014

■ LPS 1204

■ PED

■ SP 101/ST104

■ LPS 1197

Accreditation

■ ISO 9001

■ BS OHSAS 18001

■ ISO 14001

Service Delivery

Our Service Delivery Fast Facts

Sites currently serviced in the UK and Ireland

Planned Service Visits completed in the last 12 Months

Reactive Callouts completed in the last 12 Months

Of Reactive Callouts fixed first time in the last 12 Months

Out of Hours Emergency Callouts attended in the last 12 Months

New Service Contracts added in the last 12 Months

Of Service Customers rated our performance as either ‘Excellent’ or

‘Good’ during our latest survey, when asked to consider all aspects of

their relationship with us

21.240

28.521

10.740

82%

1,420

1.515

94%

Tyco Fire & Integrated

Solutions

A national presence that’s local to you

TFIS Service Presenter 2011 Edition

Documents