Service standards

Maintenance services

Standards and guidelines for establishing and assessing cleaning quality as well as tenders, outsourcing, contracting and management of maintenance agreements and civil engineering works, etc.

Service standards
DS/INSTA 800-1: System for establishing and assessing cleaning quality

This standard describes a system for establishing and assessing cleaning quality. The standard is based on the overall requirements set out in EN 13549:2001


The cleaning standard DS/INSTA 800 provides a common basis for cleaning quality, facilitating the co-operation and communication between customers and suppliers within the field of cleaning.


A common language minimizes the risk of misunderstandings.


The standard describes two main principles:


- visual inspection
- inspection with measuring instruments (instrumental measuring methods)


For a certain cleaning task, it may be preferable to use only one or both principles.


The standard can be used in all types of buildings and localities, e.g. all types of premises in office buildings, hospitals, schools, nursery schools, shopping centres, shops, production halls, ships, buses, trains, aircraft, hotels and restaurants, irrespective of the cleaning methods, frequency or system used.


The standard describes the result achieved immediately after cleaning has been completed.


The standard has the following strengths:


- it offers the prospect of unambiguous documentation of a predetermined level of quality;
- it makes it possible for employees to assess the work performance and inspect their own work against predetermined quality profiles;
- it is a tool for the customer and provider to clearly specify the quality requirements for the cleaning service;
- it contains objective measurement criteria, so there is no doubt about the cleaning service;
- it makes it easier for customers to make comparisons between different tenders and easier for the cleaning provider to prepare the tender documents, as the quality levels are defined in the standard.


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DS/INSTA 810: Requirements and recommendations for the provision of cleaning services

The purpose of this standard is to facilitate the tendering of cleaning services in the Nordic countries.


This standard can be used as a tool for ensuring conformity with EU regulations and public regulations. The standard is intended to contribute to a well-functioning Nordic and European market for cleaning services.


This standard contains requirements and recommendations regarding the following:


- Tender enquiry
- Procedure and terms for submission
- System for evaluation of tenders
- Extent of the delivery
- Requirements for the provider
- Technical requirements
- Contractual aspects
- Evaluation guidelines, including specification of criteria.


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DS/INF 149: Guide to DS/INSTA 800

Guidance on the introduction and use of the common Nordic quality standard for cleaning


This guide is written to all managers and employees who work with, or wish to use, DS/INSTA 800 as a quality management system for their cleaning service.


The guide describes:


- Why the INSTA 800 standard is interesting;
- What is included in the standard and how is it used;
- How to implement INSTA 800 - and the benefits of this;
- Specific tools, templates and their application.


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DS/EN 13269: Guideline on preparation of maintenance contracts

This standard is intended for parties wishing to draw up a maintenance contract. It offers headings which are not exhaustive and which the parties may or may not include, exclude, modify or adapt to their own contractual relationship.


The purpose of this standard is to:


promote cross-border company/maintenance contractor relationships and produce a clear interface between the company and the maintenance contractor for maintenance services,
- improve the quality of ​maintenance contracts so that disputes and adjustments are minimized;
- increase focus on the extent of maintenance services and identify options for their provision;
- give assistance in, and advice on, the drafting and negotiation of maintenance contracts and in specifying arrangements in case of dispute;
- identify types of maintenance contracts and make recommendations for the attribution of ​rights and obligations between the parties to the contract, including risks;
- simplify comparison between maintenance contracts.


Moreover, the standard promotes to qualify all the involved competences, that is:


personnel to whom it is required to increase competences, defined as knowledge, experiences and personal, social and/or methodological  capacities,
-organizations, including those that have to require, offer or control the outsourcing maintenance activities that need to improve the effectiveness of ​their processes.


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DS/EN 13306: Maintenance - Maintenance terminology

The purpose of this standard is to define the generic terms used for all types of maintenance and maintenance management irrespective of the type of item considered. Maintenance of software only is not covered by this standard. However, maintenance of items and systems containing software is considered. Self-sufficient terms are not defined in this standard.


It is the responsibility of any maintenance management to define its maintenance strategy according to the following main objectives:


- to ensure the availability of the item to function as required, at optimum costs;
- to consider the safety, the persons, the environment and any other mandatory requirements associated with the item;
- to consider any impact on the environment;
- to uphold the durability of the item and/or the quality of the product or service provided considering the costs.


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DS/EN 13460: Maintenance - Documentation for maintenance

This European Standard specifies general guidelines for:


- the technical documentation to be supplied with an item, at the latest before it is ready to be put into service;  This is to support the maintenance of the item, such as technical data, operational manuals, maintenance manuals and diagrams.
 - the documentation of information to be established within the operational phase of the item, in order to support the maintenance requirements.


The standard is mainly addressed to designers, manufacturers, technical writers and suppliers of documentation.


The standard does not include documents related to training and competences of users, operators and maintenance staff.


This standard is not sufficient for documentation of software maintenance in every single case.


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DS/EN 15221-6: Area and Space Measurement in Facility Management

The standard establishes a common basis for planning and design, area and space management, financial assessment as well as a tool for benchmarking in the field of facility management.


The standard covers area and space measurement for existing owned or leased buildings as well as buildings in state of planning or development.


It presents a framework for measuring floor areas within buildings and areas outside of buildings. In addition, it contains clear terms and definitions as well as methods for measuring horizontal areas and volumes in buildings and/or parts of buildings, independent of their function.


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DS/EN 15331: Criteria for design, management and control of maintenance services for buildings

This standard specifies criteria and general methods that can be used in the planning, management and control of maintenance in buildings and their surrounding area.


A building's maintenance requirements relate to, among others:


the need to maintain the property value of the building over time;
- the possibility that the property may undergo a significant change in its intended use during its service life;
- the number of persons responsible for maintenance and the different types of responsibility (owner, administrator, tenant, users,...);
- its long service life (decades).


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DS/EN 15628: Maintenance - Qualification of maintenance personnel

This standard specifies the qualification requirements for the personnel who are to perform tasks in the context of the maintenance of plant, infrastructure and production systems.


The standard guides to define the knowledge, skills and competencies required for the qualification of maintenance personnel.


- Maintenance Technician Specialist
- Maintenance Supervisor and Maintenance Engineer
- Maintenance Manager (Responsible for Maintenance Function or Service).


The standard does not specify the verification criteria nor the specialized training of the personnel, which is related to the specific sector.


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DS/EN 17007: Maintenance process and associated indicators

This standard provides a generic description of the maintenance process. It specifies the characteristics of all the processes, parts of maintenance process, and establishes a maintenance model to give guidelines for defining indicators.


This standard is applicable to all public and private organizations, irrespective of their size, in charge of maintaining physical assets.


The purpose of the breakdown into processes and the understanding of their inter-relationships is to help maintenance personnel, and particularly management at different levels, to:


- clearly identify the actions to be taken in order to meet the overall objectives set by Management in terms of maintenance;
- delegate responsibilities that ensure the realization of the actions with the required performance levels;
- for each process, clearly determine:

 - a) the necessary inputs and their origin;
- b) the required results and their intended uses;

- monitor and quantitatively assess the performance obtained at various levels of the breakdown into processes;
- improve the collection and the distribution of data.


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DS/ISO 37500: Guidance on outsourcing

This standard covers the main phases, processes and governance aspects of outsourcing, independent of size and sectors of industry and commerce. It is intended to provide a good foundation to enable organizations to enter into, and continue to sustain, successful outsourcing agreements.


Standards give guidance on:


- good outsourcing governance for the mutual benefit of client and provider;
- flexibility of outsourcing agreements, accommodating changing business requirements;
- identifying risks involved with outsourcing;
- enabling mutually beneficial collaboration relationships.


This standard is intended to relate to any outsourcing relationship, whether outsourcing for the first time or not, using a single-provider or multi-provider model, or draft agreements based on services or outcomes. Processes mentioned in this International Standard are intended to be tailored to fit the specific outsourcing strategy and maturity of the client and provider organizations.


This international standard is intended to be used by companies, providers and others, such as:


- decision makers and their empowered representatives
- all stakeholders engaged in facilitating the creation and/or management of outsourcing arrangements
- staff at all levels of experience in outsourcing.

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Service standards

Here you will find an overview of existing service standards to help you identify your services, specify your demands and enter into service agreements.