Please submit a Work Order to the Facilities department. Attached is the Facilities service level agreement statement.
Facilities Service Level Agreement
Overview
This SLA is reviewed annually or upon significant policy/system changes
Purpose
This Service Level Agreement (SLA) defines the Facilities Department’s commitment to timely and effective delivery of services related to maintenance requests, work orders, and facilities projects for students, faculty, and staff of Mount Marty University. This agreement is supported by established best-practice guidelines to ensure that all services are delivered efficiently, consistently, and in alignment with the university's operational and academic needs. Facilities will make every effort to meet the service levels specified, but our ability to do so is directly tied to staffing levels and in situations where we face staffing shortages or other similar constraints, our response times and service delivery may be affected.
Scope
This Policy applies to:
- All users of campus facilities services (faculty, staff, students).
- All Facilities personnel providing or supporting those services.
- All university-managed buildings, grounds, utilities, custodial services, and equipment.
Definitions
|
Term
|
Definition
|
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Maintenance Request
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An unplanned issue or degradation in facilities (e.g., plumbing, HVAC, lighting) that affects campus operations.
|
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Work Order
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A formal request for repair, installation, or modification of facilities or equipment.
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Maintenance Request SLA
Priority Levels & Timeframes
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Priority
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Examples
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Response Time
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Resolution Time
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Critical
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Major power outage, major water leak, HVAC failure in residence halls.
|
15 minutes
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4 hours
|
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High
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Classroom lighting failure, restroom plumbing issue, elevator malfunction.
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1 hour
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1 business day
|
|
Medium
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Minor repairs, furniture issues, non-urgent HVAC concerns.
|
4 hours
|
3 business days
|
|
Low
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General inquiries, cosmetic repairs, routine inspections.
|
1 business day
|
5 business days
|
Responsibilities
- Facilities Department: Prioritize and address requests within defined timeframes.
- User: Provide accurate and timely information to assist with resolution.
Work Order SLA
Work Order Categories
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Type
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Examples
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Response Time
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Completion Target
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High
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Urgent repair to prevent safety hazard or service disruption.
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30 minutes
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Immediate (ASAP)
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Medium
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Equipment installation, urgent repair, mechanical failures
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1 business day
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Within 3–5 business days
|
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Low
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Room setup, custodial support for events, office moves, non-urgent installations.
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2 business days
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Within 10 business days
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Process
1. User submits a Work Order via the Facilities Ticketing System.
2. Facilities reviews and categorizes the request.
3. Scheduling, execution, and user notification.
Academic Calendar Consideration
Facilities will prioritize academic services during high-demand periods:
- Start of semester
- Midterms/finals
- Campus events and ceremonies
- Move-in/move-out periods
Non-urgent work may be delayed or rescheduled during these times unless deemed critical.
Level of Effort
Standard Operating hours: Weekdays 7am to 3:30pm
Exclusions
This SLA does not cover:
- Issues caused by third-party vendors, contractors or service providers.
- Delays due to missing information or lack of user availability.
- Services outside the scope of university-managed facilities
Monitoring and Reporting
- SLA adherence is monitored daily.
- SLA breaches are reviewed for continuous improvement.