When to Contact IT for Vendor Network Support

    Vendors often visit our buildings to perform work on systems like security cameras, access control, HVAC, parking systems, and more. Many of these systems rely on the building’s network infrastructure, which is managed by the IT department. To ensure smooth operations and avoid delays, it's crucial to understand when IT involvement is necessary - and when it's not.

Why This Matters

    IT cannot always provide instant, impromptu support when vendors arrive unexpectedly. While we understand the urgency of vendor work, our ability to assist is greatly improved when we’re informed ahead of time. Early communication allows us to schedule availability, prepare the network, and ensure the vendor has what they need to succeed.

    Using these ideals can also make improvements for Effective Preparation and Coordination for Building Network Infrastructure Changes. Especially if they're cabling CAT6, or even hanging a WiFi Access Point.

Results of Failure to Communicate with IT In Advance

1. Delay: IT is busy with projects, unable to respond swiftly, if at all same day.
   • Vendor might need to reschedule, while all forget again to calibrate with IT.
   • Vendor shows up later as rescheduled, but nobody involved IT again resulting in more delays.
2. Costs More: Vendor waits, gets helpful response with 30 minutes but adds 30 minutes to the labor charge.
   • The vendor can also charge a trip fee as well, for every visit.
   • There are lots of ways vendors can allow delays to work in additional fees and charges.

When You Should Contact IT

You should reach out to IT before a vendor arrives if any of the following apply:

1. The vendor needs access to the building’s network virtually.
   • This can apply to either on-site, or remote circumstances for our vendor.
2. The system being installed or serviced communicates over IP/networks (e.g., cameras, access control, parking systems, building automation systems, HVAC).
3. The vendor requires a static IP, VLAN, or firewall rule. They must provide the technical details necessary to attain their goals.
   • Vendors will know what IPs, port numbers, (not network device port numbers, port numbers of network services. Similar to HTTP being port 80, HTTPS is 443, etc), protocols, MAC addresses, and other details needed as this is directly tied to the product they sold, and by extension, know.
4. The vendor needs help troubleshooting connectivity (usually tied to VLANs) or device registration.
5. You’re unsure whether the system touches the network - ask us by sending a ticket!

When IT Is Not Required

You likely do not need to contact IT if:

1. The vendor is working on purely mechanical systems with no network component.
   • This can include running wires or mounting devices.
2. The work is limited to physical installation without any network configuration.
3. The vendor is replacing like-for-like hardware with no change to network settings.
4. The vendor needs help with Alerts email addresses and configuration.
5. The work is all being completed remotely as the vendor observes our Internal/Vendor Guidelines for Remote Connection Procedures.

How to Contact IT

To ensure IT is looped in early, send an email to it@robinson-park.com. This creates a support ticket and allows us to coordinate with you and the vendor.

Include:

1. Building name and location
2. Date/time of vendor visit
3. Vendor company name and contact (Name, email address, phone number)
4. Brief description of the work
5. Any known network details in advance and requirements relevant to the work

Final Thoughts

    Building Managers, Engineers, and Vendors all play a role in ensuring successful installations and service calls. By looping in IT early, we can help avoid delays, reduce frustration, and keep our buildings and experiences running smoothly.