1. Scope of the Promise
The "100% Promise" applies to the scheduled servicing and maintenance of fire safety equipment identified and recorded during the initial site survey and creation of the Intelligent Asset List.

Only equipment included within the documented Intelligent Asset List forms part of this guarantee.

2. Customer Responsibilities (Eligibility Conditions)
To qualify for the 100% Promise and 24 Months Free Guarantee, the client agrees to:
2.1 Access
Provide safe, timely, and unobstructed access to all relevant equipment and areas.

Access must:

Be available at the agreed time of visit
Allow safe and practical servicing of all relevant devices

This includes but is not limited to:

Working keys and access codes
Access to locked rooms, cupboards, and restricted areas
Arranging third-party access where required (e.g. lift engineers)

2.2 Scheduled Visits
Allow SFPS to carry out servicing visits at agreed intervals within required compliance timeframes.

2.3 Cooperation
Ensure:

Relevant personnel are available where required
Access arrangements are in place prior to visits
Timely responses to scheduling communications

2.4 Initial Survey Accuracy
The guarantee is based on the initial takeover survey and the Intelligent Asset List created from it.
Where no takeover survey has been completed, the 100% Promise and 24 Months Free Guarantee do not apply.
Any equipment not visible, accessible, or disclosed during this process is excluded until identified and added to the Intelligent Asset List.

3. Intelligent Asset List (What is Covered)
The guarantee applies only to devices recorded on the Intelligent Asset List.

3.1 Devices Not Identified at Takeover
The asset list is created based on visible and accessible equipment at the time of survey.

On some systems (e.g. conventional/non-addressable), not all devices can be identified initially.

Such devices:

Are not covered until discovered
Become covered only from the point they are added to the asset list

3.2 Hidden or Inaccessible Devices
Devices that are:

Concealed behind fixtures
Built into inaccessible areas
Located in restricted spaces

Are excluded until access is made available.

4. Access Limitations (Device-Level Application)
The guarantee is void for any individual device or visit where access was not provided.

This includes:

Keys that do not work
Missing or unavailable access codes
Locked rooms or cupboards
Restricted or prohibited areas
Lift shafts requiring third-party coordination not arranged

Where only partial access is available:

The guarantee applies only to the accessible and serviced equipment
Inaccessible areas do not constitute a breach of the promise
Partial inaccessibility does not trigger the guarantee for the overall service

5. Scheduling and Visits

5.1 Access Default and Suspension
The Customer acknowledges that, as Responsible Person under Article 17 of the Regulatory Reform (Fire Safety) Order 2005, it is the Customer's legal duty to ensure the fire detection and alarm system is subject to a suitable system of maintenance. This includes providing SFPS with safe, timely, and unobstructed access for all scheduled inspection and servicing visits, in accordance with the 5–7 month interval recommended by BS 5839-1:2025 Clause 43.2.1.

Where the Customer fails to provide access, SFPS will follow a staged escalation process:

First failed attempt — SFPS will notify the Customer by email on the same day, confirming the missed visit and requesting a new date within the compliance window.
Second failed attempt — SFPS will issue written notice by email to the named Responsible Person at the registered address, referencing the Customer's obligations under Articles 13, 17 and 22 of the RRO 2005, the likely impact on insurance cover, and the risk of system non-compliance.
Third failed attempt — SFPS will issue a formal notice of Access Default. The visit will be recorded as unperformed due to Customer-caused prevention. SFPS will issue a written non-conformance notice reflecting the status of the system, invoice any applicable abortive-visit charges, and reserve the right to suspend the service contract, during which time SFPS shall have no obligation to provide servicing.

Where continued refusal of access creates a material risk to relevant persons, SFPS reserves the right to take appropriate steps to discharge its legal obligations under applicable fire safety legislation.

A visit recorded as unperformed due to Access Default does not constitute a breach by SFPS of its obligations under this Agreement, BS 5839-1:2025, or the BAFE SP203-1 scheme operated under SSAIB certification. The 100% Promise and 24 Months Free Guarantee do not apply to any device or visit affected by an Access Default.

5.2 Rescheduled Visits
Operational rescheduling by SFPS does not constitute a breach if completed within compliance timeframes
Client-requested reschedules must allow completion within servicing windows

5.3 Compliance Windows
Servicing will be carried out within industry-standard compliance timeframes.

Variations within these timeframes do not constitute a breach of the promise.

6. Proof of Service

Proof of servicing is defined as follows:
Addressable Systems
Engineer service records
System log/event data (where available)
Conventional Systems
Engineer service records (tick sheets)

These records form the agreed evidence of servicing.

7. Verification and Claims

7.1 Claim Validation
Any claim under the guarantee will be assessed using:

Service records
Asset lists
Access logs
Scheduling records

7.2 Claim Time Limit
Claims should be submitted as soon as reasonably possible and no later than 90 days from the service visit date.

8. Eligibility
The guarantee applies only where the client:

Has completed an initial takeover survey
Has an active service contract with SFPS
Provides agreed access and cooperation
Has not tampered with, altered, or relocated equipment without notification

9. Exclusions
The guarantee does not apply where failure is caused by:

9.1 Lack of Access
Any instance where access was not available as required

9.2 Client Non-Cooperation
Missed appointments
Failure to provide access
Delays in communication

9.3 External Factors
Severe weather
Site closures
Emergencies or force majeure events

9.4 System Limitations
Undetectable devices at takeover
Incomplete or inaccurate legacy systems

10. Definition of Servicing
A device is considered serviced when:

It has been inspected and tested in line with applicable standards
The activity has been recorded in service documentation

11. Guarantee Trigger
The 24 Months Free Guarantee applies only where:

A device listed on the Intelligent Asset List
Was accessible at the time of visit
Was not serviced as required

AND

The failure is due to a failure by SFPS to service that device

12. Material Failure Threshold
The guarantee applies only where a failure materially affects:

The servicing of a device required for compliance, or
The integrity of the system as a whole

It does not apply to:

Minor or isolated issues
Administrative discrepancies
Issues that do not impact system compliance

13. Remedy
Where a valid claim is confirmed:

The client will receive 24 months of equivalent servicing free of charge, representing one full contract period.

This applies only to the existing contract scope
No cash alternative will be provided

14. Limitation of Liability
This guarantee:

Applies only to servicing obligations within the contract
Does not extend to consequential loss, system failure, or third-party damages

15. Asset List Confirmation
Following the initial takeover survey, the Intelligent Asset List will be provided to the client.

The client confirms that, to the best of their knowledge, the asset list reflects the equipment present on site at that time.

Any discrepancies must be raised within 30 days of issue.

16. Claims Process
Claims must be submitted in writing
SFPS will acknowledge receipt within 5 working days
SFPS will investigate and respond within 14 working days
Where a valid claim is confirmed, the remedy will be applied within 30 days

17. Contractual Status
These terms form part of the SFPS Service Agreement.

By entering into the agreement, the client confirms acceptance of these terms.