Service Level Agreement Template Facilities Management

Below is a list of generally larger repair and replacement services (aka “projects”), which will facilitate facility management, but only if funded by the applicant and with the approval of the Capital Work Group, Dean of the College or Provoste. In order to be transparent and clarify expectations with our customers, we have provided below a list of the types of repairs and basic services that, through the standard mission call process, will complement the management of the facilities at no cost to the requesting department. We have established a framework that prioritizes these mission requirements, as well as a basic service level agreement for those services. To create fair and reasonable expectations, we offer the following level of service agreement, based on our staff, specialties and resource-efficient resources. Facility Management will provide a response to requests based on the following priority level, which is granted to each mission requirement: Response – Same Day (assuming that the problem-specific FM staff are physically present to respond) seasonally or planned – (problems/elements that are occasional and/or that can be treated as intended; Example: Gutter leaf removal) Response – 24-48 hours (Suppose the communication is received by email or control system) Emergencies – (problems/elements considered fatal or dangerous to fire safety – See below; On a case-by-case basis and approved by the Capital Work Group, the Dean of the College or provost special requests that require heavy lifting, such as office moves and routine deliveries – (problems/objects, small or large, which must be addressed for the maintenance of normal operation) key changes/blockages for reasons other than maintenance service or equipment specific to a repair/installation program (z.B. scientific laboratory equipment, kitchen utensils, weight room equipment) plumbing, heating, ventilation and air conditioning repair building/office bulletin boards, whiteboards, shelves, license plates, plates, etc. Reaction – Immediately (provided the communication is transmitted in person or by telephone) Urgent – (problems/elements, large or small, that can endanger academic mission, structural integrity or the operation of critical building systems).