Service Level Agreement

Service Level Agreement

Between Facilities Management and Our Customers

 

In support of the University Purpose, and in partnership with members of the Sewanee community, the mission of the Facilities Management Department is to provide high-quality and cost-effective facilities management services.  It is our goal to provide exceptional customer service as we maintain an attractive, clean, and safe learning, living, and teaching environment.

 

EXECUTIVE SUMMARY

In an effort to be transparent and to clarify expectations with our customers, we have provided below a list of types of basic repairs and services which, through the standard work order request process, Facilities Management will complete at no cost to the requesting department.  We have provided a framework by which we prioritize these work order requests, along with a basic Service Level Agreement for those services.

BASIC SERVICES

Electrical repair (power and lighting)

Elevator repair

Plumbing, Heating, Ventilating, and Air Conditioning repair

Building envelope repair (roof, window, door)

Ceiling repair

Key/lock repair

Flooring and Carpet repair

Minor patching and painting

Minor Furniture repair

 

 

SERVICE LEVEL AGREEMENT

In an effort to provide fair and reasonable expectations, we offer the following Service Level Agreement, which is based upon our levels of staffing, areas of expertise, and resources.  Facilities Management will provide response to requests based upon the following level of priority placed upon each work order request:

  1. Emergency – (Issues/Items deemed critical to life safety or fire safety

Response = Immediate (Assumes communication is delivered in person or via telephone)

 

  1. Urgent – (Issues/Items, small or large, which may jeopardize the academic mission, structural   integrity, or critical building systems operation)

Response = Same Day (Assumes problem-specific FM staff is physically present to respond)

 

  1. Routine – (Issues/Items, small or large, which must be addressed toward maintaining normal operations)

Response = 24-48 hours (Assumes communication is received via e-mail or work order system)

 

  1. Seasonal or Scheduled – (Issues/Items which are occasional and/or which can be addressed on a scheduled basis; Example: leaf removal from gutters)

Response = Scheduled

 

  1. Project – See below; Case-by-case basis and approved by Dean or Provost

 

We have also provided below a list of typically larger repairs and replacement services (aka “projects”), which Facilities Management will facilitate, but only when funded by the requestor and upon the approval of the Dean or Provost.

 

PROJECTS

Event Support (i.e. cleaning, set-up, tear-down)

Department-owned or program-specific equipment repair/installation (i.e. science lab equipment, kitchen equipment, weight room equipment)

Special requests which require heavy lifting, such as office moves and deliveries

Building/office/room bulletin boards, white boards, shelving, plaques/signage, etc.

Building/office/room painting

Building/office/room carpet replacement

Building/office/room ceiling replacement

Furniture replacement

Key/lock changes for reasons other than maintenance

Anything determined to be vandalism

Landscape Installation