Guidelines Alarm Systems - Remote Services. Document: G1-23-EN Publication: May

Transcription

1 Guidelines Alarm Systems - Remte Services Dcument: G1-23-EN Publicatin: May

2 Frewrd This dcument was prepared by Euralarm (Assciatin f Eurpean manufacturers, installers and service prviders f the electrnic Fire Safety and Security industry) in rder t supplement existing Eurpean Standards and Technical Specificatins in an area nt yet standardised. It has been used by interested parties n a prvisinal basis t gain experience f its practical applicatin t facilitate its revisin and publicatin by Eurpean Standardisatin Organisatins. When submitting this dcument fr future standardisatin wrk the frewrd is typically written by the crrespnding ESO. Relatinship with Eurpean standards In revising these applicatin guidelines as a Eurpean Standard r Technical Specificatin, it shuld be nted that the fllwing factrs include enhancements t existing published standards in rder that equipment may be made available t fully cmply with all f the recmmendatins. Indicatins Additinal t CIE standards (EN54-2, EN , EN ) Event lg Additinal t CIE standards (EN54-2, EN , EN ) NOTE: Cnsideratin shuld be given t adding requirements fr event lgging fr remte peratins t CIE fr FDAS (EN54-2) Characteristics and perfrmance f ITS additin t scpe and cntent f ATS standards (EN50136 series and EN54-21) Prvisin f rll back facility additin t CIE standard (EN54-2, EN ) This standard shall be used in cnjunctin with the prvisin f remte services as mentined in EN16763 Services fr fire safety systems and security systems. The existing CENELEC structure f Alarm systems has been retained althugh the scpe als includes fixed fire fighting systems which are nt cnsidered as alarm systems. This is cnsistent with the use f the term by CLC/TC79 t include Electrnic Access Cntrl Systems and Vide Surveillance Systems which are nt necessarily alarm systems in the strict sense f the term. Review and include CLC TC79 vcabulary and current standards under develpment. Remte Services Guidelines - May

3 Table f cntents Cntents Relatinship with Eurpean standards... 2 Intrductin - The Eurpean Services Directive and the Eurpean Standard EN Scpe Nrmative references Definitins and Abbreviatins Definitins Abbreviatins Cmmn recmmendatins General Agreement & respnsibilities Recmmendatins fr the alarm system Recmmendatins fr the secure platfrm Recmmendatins fr the Infrmatin Transmissin System (ITS) Recmmendatins fr the peratin f remte services Applicatin specific recmmendatins Specific recmmendatins fr use f remte services with fire & life safety alarm systems Specific recmmendatins fr use f remte services with vice alarm systems Specific recmmendatins fr use f remte services with fixed fire fighting systems Specific recmmendatins fr use f remte services with Intrusin & Hld up Alarm Systems Specific recmmendatins fr use f remte services with Vide Surveillance Systems Specific recmmendatins fr use f remte services with Electrnic Access Cntrl Systems Specific recmmendatins fr use f remte services with Integrated & Cmbined Systems Specific recmmendatins fr use f remte services with Scial Alarm Systems Specific recmmendatins fr use f remte services with Lne Wrkers Systems Envirnmental statement ANNEX A (infrmative) Summary f pssible functinality f remte services Bibligraphy Remte Services Guidelines - Rev1 3

4 Revisins Change revisin table Date Rev Paragraph / Page Change 03/20/ Initial Remte Services guidelines written fr internal purpse 15/05/ Remte Services guidelines released fr future standardisatin Wrk Item Remte Services Guidelines - May

5 Intrductin - The Eurpean Services Directive and the Eurpean Standard EN It has been cmmn practice fr many years t mnitr the alarm and fault status f alarm systems installed in premises frm remte lcatins. Technlgical develpments within alarm systems as well as the telecmmunicatin paths nw permit remte access t thse alarm systems with a wide variety f available functins up t and including full peratin and prgramming / parameters setting as if an authrised persn was n-site. Remte access supplements the n-site visits f cmpetent persn and enables new pssibilities fr custmers (end-users). In shrt, the verall service quality ffered by the varius types f prfessinal services prviders at time f installatin, maintenance r peratin increases significantly. End-users experience faster respnse times leading t higher system reliability and availability. Service prviders can prvide new services such as remte system interrgatin, which imprves als staff utilisatin. Nt all cuntries have industry standards fr the use f remte access, which are crucial fr end-users and service prviders. Specifically, design requirements and strict peratinal prcedures are fundamental in aviding actins such as inadvertently deactivating parts f the remte fire/life safety and/r the security system. The implementatin f the Eurpean Services Directive (2006/123/EC) and the EN16763 Services standard fr fire safety and security systems including crss-brder applicatin f remte access, requires a Pan-Eurpean apprach. These Applicatin Guidelines therefre prpse unified recmmendatins fr the definitin and use f remte access. Scpe This dcument specifies the minimum requirements fr secure remte access via Internet IP Prtcl cnnectins t the fllwing systems: a) fire safety systems including, but nt limited t, fire detectin and fire alarm systems, fixed fire fighting systems, smke and heat cntrl systems, b) security systems including, but nt limited t, intruder and hld-up alarm systems, electrnic access cntrl systems, external perimeter security systems and vide surveillance systems, c) scial alarm systems, d) a cmbinatin f such systems This dcument des nt cver: a) the alarm transmissin infrastructure, b) ther means f remte access, c) the use f remte access perfrmed by end-users. Remte Services Guidelines - Rev1 5

6 1. Nrmative references The fllwing Eurpean Standards and Technical Specificatins are referred t within this dcument and are cnsidered beneficial in fllwing the Guidelines. Fr dated references, nly the editin cited applies. Fr undated references, the latest editin f the referenced dcument including any amendments applies. EN 54-2 EN EN ISO 7240 Series EN EN ISO/IEC Series EN EN EN series pren EN Series EN Series EN Series EN Fire detectin and fire alarm systems. Part 2: Cntrl and indicating equipment Fire detectin and fire alarm systems. Part 21: Alarm transmissin and fault warning ruting equipment Vice alarms systems Fire detectin and fire alarm systems Smke cntrl/ extinguishing systems Smke cntrl/ extinguishing systems Infrmatin technlgy - Security techniques - Infrmatin security management systems Alarm systems Intrusin and hld-up systems - Part 1: System requirements Alarm systems Intrusin and hld-up systems Part 3: Cntrl and indicating equipment Alarm Systems Alarm transmissin systems Alarm systems - Cmbined and integrated alarm systems - General requirements Mnitring and alarm receiving centres Vide Surveillance Systems fr use in security applicatins Alarm and electrnic security systems - Electrnic Access Cntrl Systems Services standard fr fire safety and security systems 2. Definitins and Abbreviatins Fr the purpses f this dcument, the fllwing terms and definitins apply; 2.1. Definitins authenticatin [EN ] exchange f a cde (r cdes) t identify that a supervised premises transceiver (SPT) has nt been substituted by similar equipment withut this cde, r that the infrmatin message has nt been mdified authrisatin [EN ] permissin t gain access t the varius cntrl functins f a Fire & Life Safety r Security system client [TS ] individual r crprate bdy respnsible fr the alarm system Remte Services Guidelines - May

7 cnnectin cmmunicatin link between remte lcatin and alarm system used fr remte access fault cnditin detected within an alarm system that prevents the system r part(s) theref frm functining nrmally NOTE Alarm system standards define a range f faults applicable t the relevant type f system infrmatin transmissin system equipment and netwrk used t transfer infrmatin (ther than prime alarm ntificatin) between ne r mre alarm systems and ne r mre remte lcatins fr diagnstic r ther purpses NOTE 1. This may share equipment and netwrk with an alarm transmissin system. NOTE 2. Infrmatin transmissin systems exclude lcal direct cnnectins, i.e. intercnnectins between parts f an alarm system that d nt require an interface t transfrm the alarm system infrmatin int a frm suitable fr transmissin perating persnnel trained and authrised technician(s) cnducting any frm f remte service NOTE These technicians may be ARC peratrs remte access access t installed system at site carried ut frm a remte lcatin t perfrm remte servicing, remte supprt r ther authrised activities remte applicatin sftware applicatin running n a secure platfrm permitting remte access t ne r mre installed alarm systems, remte service functins r bth. NOTE There may be mre than ne separate applicatin t carry ut all aspects f this functinality remte lcatin lcatin frm which remte services are carried ut r prcessed NOTE: This may be the same lcatin as that f the secure platfrm remte service any service fr the client f an alarm system, carried ut frm a remte lcatin. NOTE This may take the frm f system checks r ther supprt services remte supprt actins ther than cntracted remte system checks perfrmed frm a remte lcatin, such as parameter / cnfiguratin change t meet custmer requirements, view event lg, access diagnstic features, etc remte system checks aspects f preventative maintenance, restricted t peratins that can be perfrmed electrnically frm a remte lcatin respnse authrity [TS ] designated authrity with respnsibility fr attending the supervised premises fllwing an alarm and taking the apprpriate actin such as plice frce, fire brigade, etc secure platfrm a platfrm at a secure lcatin running the remte applicatin used fr remte access t an installed system, nt accessible withut applying security measures s that unauthrised persns cannt gain access by nrmal means. NOTE This may be at the premises f the maintenance cmpany, at the ARC, r at a third-party secure lcatin service [Directive n Services in the cmmn market 2006/123/EC] any self-emplyed ecnmic activity, nrmally prvided fr remuneratin Remte Services Guidelines - Rev1 7

8 NOTE This term shuld nt be cnfused with maintenance set [EN ] status f an I&HAS r part theref in which an intruder and/r hld-up alarm cnditin can be ntified supervised premises transceiver equipment at the alarm system site, including the interface t the alarm system and the interface t the alarm transmissin r infrmatin transmissin netwrks write functin peratin including the transfer f infrmatin t the alarm system at site, such as parameter change, test cmmand, etc Abbreviatins ARC Alarm receiving centre ATS Alarm Transmissin System ASP Alarm Service Prvider CEN / CLC Standardisatin bdies respnsible fr standardisatin in this area CIE Cntrl and Indicating Equipment FDAS Fire detectin and fire alarm system I&HAS Intrusin and hldup alarm system ITS Infrmatin transmissin system MARC Mnitring and Alarm Receiving Centre SPT Supervised Premises Transceiver RCT Receiving Centre Transceiver VSS Vide Surveillance Systems EACS Electrnic Access Cntrl Systems 3. Cmmn recmmendatins 3.1. General The implementatin f the pssible use f remte cmmunicatin technlgy shuld be gverned by assessment f the level f risk. The risk assessment shall include, but nt limited t: Operatins permitted and the prtectin measures Site lcatins / client specific requirements Applicable guidelines and regulatins fr the equipment in the scpe Applicable laws and regulatins fr privacy and data prtectin Cyber Security guidelines System design features specified t meet the assessed level f risk shuld be included in the System and Operatinal dcumentatin. The equipment and systems installed fr the purpses f remte services (the Infrmatin Transmissin System) shall be regularly maintained and updated. Remte Services Guidelines - May

9 It is imprtant that the remte access prcesses, technlgies and cmmunicatins paths are safe and secure, fr the client and the remte technician. This requires prper design & cncept, dcumentatin, and hlistic testing prir t release. The remte slutin must be subject t cnstant review and checks. Measures must be taken t avid errrs leading t unintentinal actins such as turning ff parts f the system. Uses f remte cmmunicatin technlgy shuld be gverned by assessment f the level f risk accrding t ISO/IEC Series r equivalent. That is t say the peratins permitted and the prtectin measures selected, shuld be expected t vary between Fire & Life Safety and Security systems. In sme cases, the level f risk may require that certain remte functinality shuld nt be permitted r that certain security / safety measures becme mandatry. The assessment f risk shall take int accunt any applicable lcal regulatins. An imprtant differentiatin is the risk between cllecting system generated data and changing the system functinality/prgramming remtely. It is cnsidered that the latter represents the significant risk t system functinality and the frmer virtually n risk. System design features specified t meet the assessed level f risk shuld be included in the System dcumentatin. The equipment and systems installed fr the purpses f remte services (the ITS) shuld themselves be the subject f rigrus testing, bth prir t cmmissining and as part f preventative maintenance. Thse respnsible fr the design planning, installatin planning, installatin, cmmissining, peratin and maintenance f alarm systems shuld als be cnversant with Eurpean Standards and Technical Specificatins relating t such systems and particularly thse relating t system perfrmance, Alarm Transmissin Systems and Infrmatin & Cmmunicatins Technlgies Agreement & respnsibilities Cntractual agreements between the rganisatin prviding the remte service(s) and the end user / client shuld include identificatin f: 1. the specific alarm system and the site in which it is installed, 2. the legal entity respnsible fr the remte lcatin(s) frm where the remte service(s) will be prvided, 3. the peratins r tests that shall / may be cnducted remtely, including when and under what circumstances, 4. any peratins r tests t be carried ut autmatically, whether under the cntrl f the system at the site r f the remte secure platfrm, 5. the prcess f client authrisatin required fr each peratin, NOTE: This may take the frm f cntractual agreement where n specific authrisatin prcess is required fr certain r all peratins 6. the means f maintaining an audit trail f all remte actins and the retaining perid, 7. hw cllected data will be handled and stred, 8. any cnditins required by the client s insurer, Remte Services Guidelines - Rev1 9

10 9. any cnditins required by the relevant respnse authrity if applicable, 10. the agreed time limitatin(s) n active remte cnnectin accrding t the risk assessment, 11. Nte: The list f functinalities described in Annex A shuld be cnsidered when assessing cntractual respnsibilities Recmmendatins fr the alarm system General These recmmendatins are additinal t thse shwn in relevant system standards, applicatin guidelines and regulatins. Remte maintenance, where used, shuld be in accrdance with the relevant applicatin standards. Lcatin and prtectin f any additinal equipment required t permit remte access shall be equivalent t the Supervised Premises Transmitter fr the assciated Alarm Transmissin Systems accrding t the EN standard series. The use f remte services shuld nt be cnsidered as a replacement fr site maintenance. Certain vital checks can be made nly at the site hence regular visits t the site are essential. Indicatin An indicatin shuld be available at site when a remte cnnectin has been authenticated until it has been discnnected. It is pssible that this functinality is nt available with current site equipment. If it is nt feasible t install such equipment, then evidenced cmmunicatin with the client at the start and clse f remte services shall be made. Audit Trail When a remte cnnectin is made, user ID, time, date, cnfiguratin / parameters / and all remte actins / cmmands must be lgged. NOTE: If at all pssible, specific lgs shuld be added t the system lg r site fire lg bk. Ideally the site shuld perate a remtely accessible lg bk system. Cnnectin timing limitatin By default, the limitatin shall be 30 minutes fr an inactive cnnectin, after which the cnnectin shall be terminated, hwever the risk assessment may indicate therwise. Autmated cnnectins shall require the client apprval in writing. Test functinality Activatin f alarm system utputs frm a remte lcatin shuld be kept t a minimum. Depending n the applicatin and in certain specific situatins, a respnsible persn shall be present at the site when such testing is carried ut. Such situatins include: - where fire suppressin / extinguishing systems are activated autmatically by the alarm system and therefre require islatin fr such activatins, Remte Services Guidelines - May

11 - where autmatic triggering f external equipment such as air cnditining systems, elevatrs, key safes, gas shut ff, etc. take place; in rder t ensure that site prcedures are in place, and if necessary the alarm receiving centre is infrmed t avid false reprting f alarms t respnse authrities, - where fgging devices accrding t EN are triggered by an intruder alarm system as t avid panic in stres where such equipment is installed. Privacy cnsideratins Where equipment capable f transmitting sund r visual images frm site is installed, care shuld be taken t ensure that this is pssible nly under specific cnditins, t prevent breaches f privacy legislatin and data prtectin, such as the result f an alarm r during cntrlled test cnditins. Cmbined and Integrated Systems Where varius systems are cmbined r integrated at the same site, the recmmendatins f the relevant standard shuld be implemented, special attentin shall be given regarding the systems requirements, the cmpatibility assessment and the type f integrity assciated with each system. Remte access may be restricted t certain parts f the cmbined r integrated systems accrding t the results f the risk assessment and the relevant standards under which system(s) is installed Recmmendatins fr the secure platfrm General The Remte Services cnnectins and cmmunicatins architecture is illustrated in the diagram belw. It cntains the Infrmatin Transmissin System (ITS) represented with its liaisns and a representatin f the Secure Platfrm, which may take varius frms f implementatin depending n the type f remte access and the types f services cnsidered fr each applicatin. It shall encmpass security measures describing remte access frm the relevant standards such as Hld-up & Intruder Alarm Systems, Fire detectin, Vide Surveillance Systems, Electrnic Access Cntrl Systems, Smke cntrl/ Extinguishing systems, Vice alarms and ther relevant alarm applicatins. Such functins as Authenticatin, Authrizatin, Encryptin, Event Lgging, Audit Trails which are part f the Internet Security measures as described in ISO/IEC/JTC1/ series f standards. Equipment shall be sited such that unauthrised persns cannt view the displayed infrmatin. Nte: The secure platfrm and assciated applicatins may be lcated in part f the premises f an installatin, f a maintenance service prvider, f an ARC r f a suitable cntracted third party. The secure platfrm cntains: - the secured access t the security applicatins - a secured sftware applicatin designed accrding t the types f services and the capabilities f the installed systems such as: Client sftware r Client/Server sftware r Web Based sftware The physical and lgical cnnectins part f the Infrmatin Transmissin System shall be mnitred securely accrding t the state f the art prtectin measures recmmended fr Internet Cyber Security. Remte Services Guidelines - Rev1 11

12 Management f the secure platfrm The remte lcatin shall be managed t ensure that nly authrized persnnel are permitted access t the secure platfrm and the remte applicatin n which it is perating. In particular, cdes t authrise access t the secure cmputer platfrm / remte applicatin shuld be unique t each authrised user, changed rutinely and authrisatin remved prmptly frm persnnel leaving emplyment. The remte peratins permitted t be perfrmed by each authrised user and the sites they are permitted t access shuld be restricted accrding t the needs f their rle and t their training, using levels f access reflecting thse specified in the standards relevant t the alarm system. Access t the sftware applicatin cntrlling remte services shall nt be left pen when the cmputer terminal used fr access is left unattended. Crrespnding prcedures shuld be in place t manage the use f remte services frm a lcatin ther than that f the secure platfrm, such as an access by n-call maintenance technician. NOTE: Further recmmendatins are cntained in the ISO/IEC 2700x series f standards fr IT security. Remte Services Guidelines - May

13 Operating persnnel Persnnel perating the secure cmputer platfrm, including thse perating via a secure link frm a remte lcatin, shuld be prperly trained n the use f the applicatin. Persnnel authrised t carry ut write functins shuld have cmpetence specific t the equipment installed at site and equivalent t that f persnnel wh wuld carry ut equivalent peratins at site. Cmpetence shuld be demnstrated by a suitable training scheme, in accrdance with applicable requirements, Natinal guidelines r EN Recmmendatins fr the Infrmatin Transmissin System (ITS) General The recmmendatins fr the ITS shall be applied t all remte services including thse perfrmed prir t r as part f cmmissining, in rder t ensure the security f the cmmunicatin link. ITS Security The Security characteristics f the Infrmatin Transmissin System are supprted by state f the art security measures such as authenticatin, encryptin, substitutin prtectin and traceability. If the service prvider cnnects t a system frm a remte lcatin, the cmmunicatins path must be recrded and measures taken t ensure security. It is vital that remte cnnectins are secure. Remte access t the alarm system shall be pssible nly t / frm a secure platfrm running the sftware applicatin that makes the remte cnnectin. NOTE: There may be mre than ne secure platfrm and / r remte lcatin assciated with any given alarm system. If the cntrl is by a device nt at the same lcatin as the secure platfrm, access t this device shall require the same level f security as the secure platfrm. Cnnectin t the secure platfrm shall be by secure means. Alternatively, the secure platfrm may be used t authrise a direct cnnectin with equivalent security between the cntrl device and the alarm system. In this case measures shuld be in place t ensure that the database fr the alarm system held in the remte device is synchrnised and up-t-date befre the cnnectin is validated. (Example: database held n secure platfrm dwnladed t remte device r database upladed frm alarm system t remte device). Access t the sftware remte applicatin at the secure platfrm shall require authrisatin by secure means apprpriate t the assessed risk and at least equivalent t that specified by the relevant standard fr use at site. This authrisatin shall identify the individual perfrming the remte services. The cmmunicatin link between the secure platfrm and the CIE f the alarm system requires authenticatin by a successful exchange f secure cdes befre data is exchanged. These cdes shuld be generated nn-sequentially and be unique within each secure platfrm. Nte: The remte lcatin may be the same lcatin as the secure platfrm / applicatin. Measures shuld be in place t prevent an authenticated remte service cnnectin being left unattended accidentally (Example: time-limited cnnectin clause ) Remte Services Guidelines - Rev1 13

14 Alarm cnditins while a remte service is being perfrmed In the event that a cnditin ntified t an ARC arises while a remte service is being perfrmed, the transmissin t the ARC shall be priritised t cmply with the transmissin requirements f the relevant standard. Cnsideratin shuld be given t the use f multiple signalling paths using diverse technlgies t facilitate such cmpliance. Accrding t different standards, the technician may see the alarm but is nt allwed t acknwledge nr cancel that alarm Recmmendatins fr the peratin f remte services General The recmmendatins f Sectins 3.2 and 3.3 shall apply. All lcal regulatins and plicies shall be adhered t. Agreement shuld be btained frm the client befre any write functins nt authrised are perfrmed, in particular agreement fr any cnfiguratin / parameter changes. Remtely cnducted tests When tests are carried ut frm a remte lcatin, the client, the service prvider persnnel, when it is required by the risk assessment and when lcal regulatins require it the respnse authrities, shuld be advised f the peratins t be perfrmed. Remte tests shuld nt be carried ut while an alarm cnditin is present and shuld be abrted in the event that an alarm cnditin arises during the tests. Cnfiguratin / parameter changes Cnfiguratin / parameter changes shall nt be carried ut while an alarm cnditin is present. After cnfiguratin / parameter changes, an assessment shall be made f the ptential impact n the peratin f the alarm system. If there is any pssibility that the peratin has been affected detrimentally r errrs intrduced int any part f the system cnfiguratin, the persn respnsible shuld ensure that the system is tested withut delay. This check shall be made mandatry fr all changes where cmmensurate with risk. In any event, a check f crrect peratin shuld be carried ut as sn as practicable, and nt later than the next planned maintenance visit. Take the if in dubt apprach, system peratinal status shall be ensured by a physical check if necessary. Where lcal regulatins are mre stringent, these shall be fllwed. Remte system checks Remte systems checks are determined in cmpliance with lcal regulatins, cdes f practice, agreement with the client, respnse authrities, (if relevant) the client s insurer, requirements frm the risk assessment. Remte system checks may be carried ut as an alternative t an agreed prprtin f the specified site preventative maintenance visits. Where this is dne, the level f checks t be carried ut shuld be agreed in advance. NOTE: Remte system checks may be used t supplement site preventative maintenance visits, but nt trigger device testing. Remte Services Guidelines - May

15 If remte system checks identify a fault that cannt be crrected remtely, arrangements shuld be made with the client fr a site visit t prvide crrectins as sn as practicable. Autmated system checks Where system checks fr an alarm system are t be carried ut and the results passed t the secure platfrm autmatically by the alarm system, the recmmendatins f clause 3.2 shall be met. The nature and timing f such tests shuld be agreed in advance with the client. 4. Applicatin specific recmmendatins Althugh these recmmendatins are listed fr specific applicatins, sme recmmendatins may als apply t ther applicatins, as they may be cnsidered generic in relatin t the level f the risk assciated with that specific applicatin and depend n lcal regulatins Specific recmmendatins fr use f remte services with fire & life safety alarm systems All lcal regulatins and fire brigade plicies shall be adhered t. When tests are t be carried ut remtely, the recmmendatins f clause 3.2 shall be applied. Fire detectin and alarm systems shall be remtely serviced by an authrized persn and authrized n site by a respnsible persn, depending n lcal regulatins. Cnfiguratin / parameter changes shuld nt be made remtely if the peratin renders the system nn-peratinal fr mre than 300s unless lcal measures fr fire safety are implemented. NOTE: This time limitatin is derived frm EN54-2 clauses and If changes are required t be made that may cause the fire alarm system t be nn-peratinal such as firmware upgrade r system recnfiguratin, the fllwing recmmendatins shall apply: lcal regulatins fr fire watching r ther means f prtectin f the premises shuld be in place befre the remte cnnectin is made and remain in frce until the peratin is cmpleted and checked, a check shuld be made f crrect peratin befre the alarm system is returned t nrmal peratin, cnsideratins shuld be given t implementing a means f rll back t the previus firmware versin r system cnfiguratin in the event f failure f the update, if applicable by lcal regulatin, any cnnectin shuld be disabled by a switch perated by the end-user allwing fr an interruptin f the remte maintenance/ service. If crrecting a fault that renders the alarm system nn-peratinal, any peratins may be perfrmed withut waiting fr prtectin measures t be implemented at site, but crrect peratin shall be checked at site immediately. The fllwing remte system checks and peratins may be perfrmed via a remte access: Read Status f visual and acustic infrmatin Fault cnditins Event lg Sftware versin f the cmpnents (panel and peripherals) Parameter setup f the cmpnents (panel and peripherals) Remte Services Guidelines - Rev1 15

16 Cntrl After verificatin n site, visual and acustic infrmatin can be reset After verificatin n site, fault cnditins can be reset Islate faulty equipment, nly when it is ensured that islatins are displayed peridically n site s that maintenance persnnel can replace/ reactivate the equipment within 25 hurs after islatin. Perfrm sftware update r bug fix as lng as these mdificatins imprve the system and d nt mdify the required functins. In case f faulty remte transmissin the previusly existing functin shuld be preserved. After a remte repair r remte parameter writing the functinality f the FDAS may be re-tested with respect t the required FDAS functinality. The test may be limited t the areas affected by the updated equipment. In additin the dcumentatin f the FDAS shuld be brught up-t-date. Depending n the legislatin the test may include: a visual and functinal verificatin f all affected parts and related areas, a verificatin f the FDAS dcumentatin, a certificate signed by the persn respnsible fr the mdificatin/ repair Specific recmmendatins fr use f remte services with vice alarm systems These recmmendatins are identical t thse f the remte services with fire & life safety alarm systems Specific recmmendatins fr use f remte services with fixed fire fighting systems The extinguishing functin f a fire extinguishing system shuld nt be initiated remtely Specific recmmendatins fr use f remte services with Intrusin & Hld up Alarm Systems Remtely setting and unsetting f an I&HAS shuld be permitted nly with the specific apprval f the client. Fr I&HAS f Security Grade 4, cnsideratin shuld be given t implementing a means f rll back t the previus firmware versin r system cnfiguratin in the event f failure f the update Initialisatin f a cnnectin Where required by the assessed risk r by lcal regulatins, a respnsible persn shuld be present at site befre a remte cnnectin is made. A cnnectin between the alarm system and the secure cmputer platfrm shuld be initiated by ne f the fllwing methds, selected as apprpriate t the assessed risk. Autmatic, frm site: The alarm system initiates the cnnectin, either in respnse t a system event r at a pre-prgrammed time fr scheduled checks. Autmatic, frm remte lcatin: The secure cmputer platfrm/applicatin initiates the cnnectin at a pre-prgrammed time fr scheduled checks. Manual, frm site: Remte Services Guidelines - May

17 The client r his representative, r an alarm cmpany technician manually initiates the cnnectin at the alarm system CIE. Manual, frm remte lcatin Authrised persnnel at the remte lcatin manually initiate the cnnectin via the secure cmputer platfrm. Where apprpriate, this may be cnfigured t require acceptance frm a respnsible persn at site befre the cnnectin is made Frequency f checks There shuld be a written agreement with the client detailing the frequency f remte system checks. Remte checks may be used t supplement the site preventative maintenance Remte checks Preventative maintenance carried ut by remte system checks shuld include as a minimum the fllwing: Check the event recrd and take apprpriate crrective actin (might require a site visit) where applicable, check the system has been set and unset (check the event lg) check n adverse tamper r fault cnditins exist n the system check any alarm circuits that are n sak test check any alarm circuits that are inhibited / islated ensure time and date f clck are crrect, update if required check PPS is available check health f any APS check that frequently used detectrs are perating check crrect peratin f ATS (all paths) Ntes: Other remte checks may be perfrmed. Remte system checks may be carried ut manually by the perating persnnel and / r by the use f autmated checks initiated by the remte applicatin sftware Remte supprt Where remte supprt functins are carried ut, these shuld be agreed in writing with the client. Cnditins may apply t each functin t restrict their use dependent n the client s needs and/r lcal cnditins. Such functins include: Setting / Unsetting the I&HAS (r part theref) Perfrm zne restral remtely Change ther site specific parameters Apply / Remve inhibit t an alarm pint r I&HAS functin Apply / Remve islate t an alarm pint r I&HAS functin Apply / Remve sak test t an alarm pint Test f a Warning Device Activate / silence a Warning Device Remte Services Guidelines - Rev1 17

18 4.5. Specific recmmendatins fr use f remte services with Vide Surveillance Systems Remte maintenance f Videsurveillance systems shuld be in accrdance with the fllwing standards f the EN series Vide surveillance systems fr use in security applicatins: EN : Part 1-1: System requirements EN : Part 1-2: System requirements - Perfrmance requirements fr vide transmissin EN : Part 2-3: Vide transmissin prtcls - IP interperability implementatin based n Web services EN : Part 4: Applicatins guidelines Special attentin shuld be given t the fllwing criteria: Design f the vide mnitring centres: Number f Operatrs Netwrk Security requirements Hw t design and install a VSS system and a VSS netwrk Vide netwrk requirements shall be applied t remte small bandwidth netwrks as well Vide prtcl standards shall be implemented fr live streaming, replay & search, eventhandling (Mtin Alarm, Vide Malfunctin ) Vide Streaming/ Netwrk Perfrmance Level Requirements Required System Lgs Handling f Meta data fr specific purpse 4.6. Specific recmmendatins fr use f remte services with Electrnic Access Cntrl Systems Remte maintenance f Electrnic Access Cntrl systems shuld be in accrdance with the fllwing standards f the EN series EN Part 11-1: Electrnic access cntrl systems - System requirements EN Part 11-2: Electrnic access cntrl systems - Applicatin guidelines EN Electrnic access cntrl systems IP interperability implementatin based n Web services Access cntrl specificatins EN Alarm and electrnic Access Cntrl Services IP Cre Prtcl 4.7. Specific recmmendatins fr use f remte services with Integrated & Cmbined Alarm Systems Remte peratins and remte services perfrmed fr Integrated and Cmbined Alarm Systems shuld be in accrdance with the relevant standards cvering each alarm systems. The relevant standard fr Integrated & Cmbined Alarm Systems shall apply, cnsidering that the integrity and peratin f each system is fully maintained. Remte Services Guidelines - May

19 4.8. Specific recmmendatins fr use f remte services with Scial Alarm Systems Remte peratins and remte services perfrmed fr Scial Alarm Systems shuld be in accrdance with the fllwing standard f the EN series. The applicable standard fr Applicatins guidelines fr Scial Alarm Systems describes the service chain functins that are required t prvide a safe and effective applicatin f a scial alarm system t supprt persns wh can be cnsidered at risk. The standard specifies requirements fr scial alarm service prviders fr effective and efficient management, plicy setting and prcedures fr assessment, installatin, alarm mnitring, respnse arrangement, peratinal recrds, service and maintenance f scial alarms remtely cnnected t an Alarm Receiving Centre Specific recmmendatins fr use f remte services with Lne Wrkers Systems (Peple mnitring) Remtely lcate (via GPS r ther methds) the lcatin f a lne wrker. In the event f an incident related t a lne wrker, gaining a gd understanding f the persn' lcatin is imprtant t enable the apprpriate respnse. Fr ther events, the lcatin f a lne wrker may be imprtant t cnsider. In all cases, the permissin f the lne wrker t be lcated must be sught and agreed in advance. Remtely identify a lne wrker device that has passed int, ut f, r thrugh a ge-fenced area. Knwn gegraphic areas f risk may be identified by an emplyer r the lne wrker' service prvider as being "at risk" (e.g. a high crime area) Knwing if a wrker has mved int r ut f such an area, during specific critical times f the day/night can be beneficial. Remtely alter/update the cnfiguratin f a lne wrker security device. Frm time t time it may be necessary t change the cnfiguratin f a lne wrker device t address the changing nature f the lne wrker s risk prfile. Remtely upgrade/dwngrade firmware in a lne wrker device. As new firmware becmes available r new features are deplyed fr the benefits f the lne wrker safety, upgrade t the lne wrker device may be perfrmed. Remtely dial in an authrized and secure fashin in rder t recnnect an audi call with a lne wrker device which may have been drpped. In the event f an incident, the lne wrker activates his device which wuld create a discreet audi call t an alarm receiving centre. Cnnectin is typically dne via the mbile phne netwrk and s a risk exists that the call activated culd be terminated accidentally by the netwrk (e.g. call hand-ver between cell twers). It is imprtant therefre t allw an authrized caller (typically the Alarm Receiving Centre) t dial back in t verify that the call has been legitimately terminated r nt. Remtely dial-in and receive image stream taken frm a lne wrker device. If the lne wrker device is capable f recrding images during an incident, remte access t these images fr a distant strage and handling t the Alarm Receiving Centre r ther lcatin may be initiated fr evidential purpses. Remte Services Guidelines - Rev1 19

20 Remtely terminate an activated lne wrker alert, prvided it is safe t d s, cnfirmed r false. On cnfirmatin that an alert raised is indeed false, the call shuld be clsed dwn by the Alarm Receiving Centre withut the need t ask the lne wrker permissin. 5. Envirnmental statement Service prviders ffering services fr alarm systems shuld cnsider the fllwing: hw the use f remte checks instead f r as an additin t preventative maintenance can reduce the number f jurneys t site; hw the prir use f remte diagnstic and test capabilities can be used t ensure that all necessary equipment and spares are carried t site fr crrective maintenance purpses, and thus have the ambitin f first time fixes; hw retaining data rather than keeping site/prvider hard cpies can reduce waste thus effecting a reductin in their carbn ftprint. Organisatins shuld recrd saving in their ftprint due t remte servicing. Remte Services Guidelines - May

21 ANNEX A (infrmative) Summary f pssible functinality f remte services This annex summarises functins that are, r may be cnsidered fr the remte services f alarm systems. This shuld be taken int accunt when risk is being assessed and when cntractual respnsibilities are being defined. Alarm System Applicatin FDAS Fixed Fire- Fighting Vice Alarms I&HAS Cmb Vide Sur. Sys EACS Integr. Syst. Scial Alarms Lne Wrker Technical Cmmittee CEN TC72 CEN TC191 CEN TC72 CLC TC79 IEC TC79 IEC TC79 CLC TC79 CLC TC79 CEN? EN50518 Pssible Remte Services functins r likely t becme pssible 1. Basic alarm signalling t an ARC Access t pre-alarm inf INTRUSION Access t pre-alarm inf FIRE 2. Remte interrgatin Current status System event lgs 3. Remte servicing Autmatin f aspects f remte servicing 4. Remte access t system diagnstics Pwer supply characteristics Status f inputs / utputs Status f Detectrs Strage equipment * 5. Setting parameters Basic system prgramming befre cmmissining Changing cnfiguratin after cmmissining Adjusting parameters after cmmissining Detectin range, etc 6. De-activatin and re-activatin f transmissin line by device r by line Remte Services Guidelines - Rev1 21

22 7. Remte access t test facilities Detectrs Cameras Micrphnes Outputs Warning devices r ther peripherals Pwer supplies (including batteries) Alarm transmissin systems 8. Remte cntrl f system Setting / unsetting Restre (reset) fllwing alarm Pan / Tilt / zm f cameras Vide smke detectin Audi challenge Vice recgnitin Hsting (with server in ARC) 9. Update / upgrade system firmware 10. Time & Attendance Recrds 11. Mnitring and cntrl f nn-alarm functinality 12. Optimisatin f nn-alarm parameters 13. Fault warnings frm ther systems Key: Pre-alarm Althugh the term is used differently fr fire and security, it has been retained and it may be defined as fllws: Fire: The perid after an alarm cnditin has been generated during which actin is taken t differentiate between the activatin f a single device and a full alarm. Security: The perid prir t the generatin f an alarm cnditin, during which images r sunds are recrded and stred fr analysis after an alarm cnditin is generated in rder t determine the actin t be taken. * The term strage equipment relates t equipment used fr strage f visual r audi infrmatin In Security applicatins, the term Changing cnfiguratin will usually be synnymus with adjusting parameters, but in FDAS, the terms have different significance. In Security applicatins, the term Changing cnfiguratin will usually be synnymus with adjusting parameters, but in FDAS, the terms have different significance. The term transmissin line used in FDAS is equivalent t intercnnectin in I&HAS and shuld nt be cnfused with an alarm transmissin path frming part f an ATS r an ITS. Remte Services Guidelines - May

23 Bibligraphy Standards listed in sectin 1 - Nrmative references ISO/IEC 31010: Risk Management - Risk Assessment Techniques ISO Guide 73: Risk Management - Vcabulary ISO/IEC 27001: Infrmatin technlgy - Security techniques - Infrmatin security management systems Requirements ISO/IEC 27002: Infrmatin technlgy - Security techniques Cde f Practice fr Infrmatin security cntrls ISO/IEC 27003: Infrmatin technlgy - Security techniques Security management system implementatin guidance ISO/IEC 27004: Infrmatin technlgy - Security techniques Infrmatin security management systems Measurements EN EN EN EN Data centres General cncepts - Data centres Building cnstructin - Data centres Security systems - Data centres Management and peratinal infrmatin systems BSI - UK - DD263 and Revisin draft BS 9263 VDS DE - Dcument VDS 3169 Remte Services Guidelines - Rev1 23

24 Dcument: G1-23-EN Publicatin date: Euralarm Gubelstrasse, 22 CH-6301 Zug (Switzerland) T: E: W: Remte Services Guidelines - May