Priority definitions

Priority 0 – Emergency

Fire, health and safety items that demand immediate response to protect and save property and lives. There is an immediate response to alleviate the situation, but not necessarily a permanent repair.

Broken or gushing irrigation device or sprinkler head
Broken gas, steam or water lines
Downed electrical lines
Electrical outages
Electrical smoke or sparks
Fire alarms
Foodservice related deficiencies that have an immediate impact on sanitation
Gas leaks or gas odor
Multiple toilets overflowing
No HVAC systems for animal facilities, research facilities and/or server rooms
Person trapped in an elevator
Stormwater flooding into a building
Sewage backing up in a building
Water outages

Priority 1 – Critical

Failures that impair a system or component but do not render it inoperative. This work will normally be accomplished with same-day service. These are critical conditions that impair the use of a facility, pose a potential threat of personal injury, might cause equipment damage if not addressed, can cause a loss of research or work product or can cause a serious disruption of university operations.

This work will be given proper attention to determine the scope and to fit the work in among the normal, daily duties of the staff.

Note: Priority 2 work orders for the residence halls and foodservice locations will take precedence over others of the same priority.

ADA compliance issues – inoperative door opener, obstructed route, etc.
Animal or pest control that poses a harmful, unsafe condition.
Broken glass.
Broken perimeter entrance door.
Fire alarm beeping or trouble.
Loss of frozen or refrigerated storage space.
Inoperative switches, outlets or lights where there is insufficient lighting.
Multiple clogged showers, sinks, toilets, tubs or urinals.
Non-emergency elevator repairs.
Piping or roof leaks.
Temperature adjustments – cold or hot calls.

Priority 2 – Expedited

Work may be high profile in nature, have a short deadline date, or may affect research or work product. An expedited response shall occur ideally within five days.

Cracked glass replacement.
Fire Marshal or code compliance corrective actions. Items that need to be corrected as soon as possible to remedy fire marshal inspection discrepancies, code inspector or safety findings, etc.
Graffiti removal.
Toilets or urinals running constantly.

Priority 3 – Routine

Maintenance or service item that does not pose an immediate risk to facilities, systems, equipment or components and can be handled on a planned and scheduled basis. Advance coordination with the customer is typically required to allow the scheduling of personnel and receipt of materials. Routine maintenance is the day-to-day, recurring, or periodic work required to maintain and preserve a facility or facility’s mechanical systems at optimal working conditions. Response time is typically 30 days.

Ceiling tile damaged, replacement or stained.
Dripping faucets or showers.
Furniture, office or surplus property moves.
General room interior issues, ceilings, floors or walls.
Grounds maintenance requests.
Inoperative lights and/or changing light bulbs where adequate lighting exists.
Inoperative outlets and/or switches.
Paint and patch — minor.

Priority 4 – Scheduled

These requests enter the job queue and are processed in the order in which they are received — large-scale or multi-trade work orders are treated as projects and may require several months to complete. Jobs related to specific events require adequate lead time to be completed on the date requested. Convenience and environmental items not qualifying for higher priority — hanging bulletin boards, coat hooks or pictures, etc. — also fall into this category. While every attempt is made to accomplish all work in a timely manner, there are times when maintenance, repair, or some other item of work must be deferred. The requesting department or individual will be notified of the reasons for the delay.