In property management, many building systems rely on technology, but not all technology is maintained or supported by IT. Initial efforts at solutions are attempted by building management.
This article helps clarify:
- What IT supports
- What vendors/partners support
- When to contact IT vs a vendor
- How to coordinate successful vendor engagements
Understanding this distinction reduces delays, avoids unnecessary costs, and ensures the right team is engaged from the start.
What IT Is Responsible For
Robinson Park IT focuses on core technology infrastructure and access, including:
- Network infrastructure (switches, firewalls, Wi-Fi)
- Internet connectivity
- Virtual environments and cloud platforms (Microsoft 365, Barracuda, etc.)
- Servers and storage not provided by vendor partnerships
- User access and authentication
- Secure connectivity for building systems
- Connectivity to these systems for any on-site Robinson Park staff
- Connectivity to these systems for any on-site, vendor provided technologies
- High-level, basic Audio/Video and security camera support
IT ensures systems can communicate over the network securely and reliably.
What Vendors / Partners Are Responsible For
Many building systems are vendor-installed, vendor-maintained, and vendor-supported, even when connected to the network.
These include:
| System Type | Typical Vendor Responsibility |
|---|---|
| A/V (Gyms, Conference Rooms, Auditoriums) | Equipment configuration, audio/video troubleshooting |
| Elevators | Mechanical systems, control panels, diagnostics |
| Cameras (CCTV) | Camera hardware, recording systems, software |
| HVAC / BAS | Environmental controls, building automation servers |
| Controlled Access | Badge readers, door controllers, access software |
| Parking Systems | Gate systems, payment integrations |
| Fire / Life Safety | Alarm systems, sensors, monitoring |
Common Partners:
- Entech
- Vox Audio Visual
- HarmonyX
- Convergint
- Elevator/HVAC/Controlled Access/Camera Systems
- Other site-specific vendors
These partners are responsible for anything beyond network connectivity, including diagnostics, repairs, and system-specific troubleshooting.
Where IT and Vendors Overlap
Many building systems rely on IT only for network access.
Examples:
- Camera system needs an IP address
- HVAC server requires network connectivity
- Some BAS servers might include email alerts.
- This document helps understand how BAS (or similar) email alerts operate.
- Access control panel needs internet access
- A/V system needs network-based control
In these situations:
IT provides:
- IP addressing (DHCP or static)
- VLAN configuration
- Firewall rules
- Network access troubleshooting
Vendor provides:
- System configuration
- Software setup
- Functional troubleshooting
Vendors are expected to supply technical requirements such as IP needs, ports, and protocols to IT for a successful connection.
When to Contact IT
Contact IT before the vendor arrives if:
- The system uses or connects to the network
- A static IP, VLAN, or firewall rule is required
- The vendor needs remote or on-site network access
- Connectivity troubleshooting is expected
- You are unsure whether the system touches the network
Early coordination prevents delays and additional vendor charges.
When to Contact the Vendor (Not IT)
Contact the vendor directly if:
- The issue is related to system functionality (not connectivity)
- Equipment is malfunctioning (camera not recording, A/V no sound, elevator fault, etc.)
- Work is purely mechanical or installation-based
- Software tied to the system needs configuration or repair
Why Coordination Matters
Failing to involve IT early can result in:
- Delays or rescheduled vendor visits
- Increased labor costs and trip fees
- Incomplete installations
- Miscommunication between teams
IT cannot guarantee immediate availability for unplanned vendor visits. Advance notice ensures proper preparation and support.
How to Coordinate IT and Vendors Successfully
Follow these steps for smooth engagement:
- Submit an IT Ticket in Advance
- Include vendor name, date/time, and scope of work
- Provide all technical requirements
- Ensure Vendor Preparedness
- Vendors must bring IP requirements, ports, and specs
- Confirm whether network access is required
- Loop IT in Early
- Even if unsure, it’s better to ask
- IT will confirm scope and involvement
- Keep Roles Clear
- IT = Network & access
- Vendor = System functionality
Quick Decision Guide
| Scenario | Who to Contact |
|---|---|
| “Device won’t connect to network” | IT |
| “Camera image is down or blurry” | Vendor |
| “Need IP address” | IT |
| “A/V system has no sound” | Vendor |
| “Installing new system with network connection” | IT + Vendor |
| “Mechanical or electrical issue” | Vendor |
When in Doubt
If you’re unsure:
- Open an IT ticket so we can get you on good tracks
- Provide as much contextual detail as possible
We are happy to help guide you and ensure the right team is engaged.
Key Takeaway
- IT ensures connectivity and access.
- Vendors ensure functionality and operation.
- Working together -- with early coordination -- delivers the best outcomes for your building.
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