Response Times

The table below lists the targeted response times of the various priorities of FM service requests and classifications of work.  Of course most clients would like all their work considered urgent or even emergency, but unfortunately we are not staffed to treat all of our work this way. We appreciate your patience and understanding. When Customer Relations representatives cannot reach agreement with a client on the priority of their service request, the matter will be elevated to the Customer Relations Director for resolution.

Priority/ClassificationDescriptionResponse TimeExamples
Emergency
  • Imminent threat to life, property, security or the environment.
  • Warrants immediate response and mitigation.
  • Immediate response.
  • Mitigate within 24 hours.
  • Completion time   dependent on scope.
Gas leak, water leak, electrical sparks, smoke, toilets overflowing, water outages, person trapped in elevator, HVAC for temperature sensitive research
Urgent
  • Potential threat to life, property, security or the environment.
  • Needs attention, warrants expedited action within 24 hours to mitigate the situation before conditions escalate or worsen.
  • Respond within 24 hours.
  • Mitigate within 72 hours.
  • Completion time dependent on scope.
Broken glass, all lights out, HVAC temperature adjustments, toilets/urinals running constantly, toilets stopped up, elevator repairs, roof leaks
Routine
  • Normal maintenance or service items that do not pose an immediate risk to facilities, systems, equipment or components.
  • Warrants a scheduled or First In /First Out action.
  • Client contacted within 3 working days.
  • Complete within 15 calendar days.
Service calls, painting, cracked glass replacement, lights out(where there is sufficient light), broken furniture, hanging artwork & banners, key requests
Calendared
  • Work that is time and date specific
  • Due Date
     
Events, Set‐ups, PM Inspections, Scheduled Moves
Project
  • Work that often involves multiple crafts or more complexity than the typical routine service request.  
     
  • Per schedule
Client projects such as office  or lab renovations. Capital replacement items such as roofs, elevators, building envelope and structural components.
Preventative Maintenance
  • Work pre-scheduled per manufacturer’s spec.
  • Per schedule
Preventative Maintenance on equipment, etc.