We have also provided below a list of typically larger repair and exchange services (also known as “projects”) that will facilitate the management of the facilities, but only if they are funded by the applicant and after approval by the Capital Work Group, the Dean of the College or the Propstes. In order to be transparent and clarify expectations with our customers, we have provided below a list of basic types of repairs and services that facility management performs free of charge for the requesting service as part of the standard work order requirement process. We have provided a framework for prioritizing these order requirements, as well as a basic service level agreement for these services. To meet fair and reasonable expectations, we offer the following service level agreement, based on our people, areas of expertise and resources. Facility Management responds to requests based on the following priority level assigned to each work order request: sanitary response, heating, ventilation and air conditioning repair = 24-48 hours (assumes that communication is received by email or work order system) of season or planning – (problems/items that are occasionally and/or that can be corrected as expected; Example: Removal of sheets from gutters) Building/ Office / Space Billboards, whiteboards, shelves, plates / panels, etc. Key modifications/locks for reasons other than the maintenance project – See below; On a case-by-case basis and approved by the Capital Work Group, the Dean of the College or Provost Response = Same Day (assumes that FM employees specific to a problem are physically present to respond) Response = Immediately (assumes that communication is personal or telephone) repair/installation of appliances (e.g. scientific laboratory equipment, kitchen equipment, Weight training equipment) Moves and deliveries Routine – (problems / objects, small or large that need to be addressed to maintain normal operation) Emergency (problems / objects considered critical for the safety of life or fire safety – (problems / objects, small or large that may compromise the academic mission, B. structural integrity or critical operation of building systems.. . .

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