Service Commitments

 

Facilities Management Operations and Maintenance Service Commitments:

 

Level 1 Emergency:  Any situation that could or is directly impacting the safety or health of any person on campus. Any situation that is actively causing substantial damage to University property. This type of emergency request should always be phoned into the Help Desk or after hours to the local Security Office.

 

Examples (including but not limited to):

  • Odor of natural gas.
  • Odor of smoke
  • Major uncontrolled leak
  • Debris or structure falling from a building
  • Clogged toilet that is actively overflowing water onto the floor
  • Severe icing condition
  • Elevator stuck with passengers
  • Building or campus wide power failure
  • Water Main break

 

Service Commitment:

During normal business hours (Westchester 8:00am – 5:00pm Monday – Friday, NY Campus 24 hrs/day, 7days/week) we will provide an immediate (less than 1 hour) response to Level 1 emergencies. At all other times within 2 hours of receipt of call from Security.

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Level 2 Emergency:  Any situation that is causing discomfort or disruption to the occupants of a space, that is not causing a safety hazard.

 

Examples (including but not limited to):

  • Temperature so out of range as to affect normal activity
  • Blown circuit breaker (no power and lights in a room)
  • No hot water
  • Clogged toilet (not overflowing) only in Residential Suites that have only one commode available to the residents (New Dorm, Dow Hall, 106 Fulton St.). All other clogged toilets will be considered a Level 3 Emergency.

 

Service Commitment:

During normal business hours (Westchester 8:00am – 5:00pm Monday – Friday, NY Campus 24 hrs/day, 7days/week) we will provide 4 hour response to Level 2 emergencies. At all other times within 4 hours of receipt of call from Security.

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Level 3 Emergency:  Any emergency not included above that is an inconvenience to the occupants of a space.

 

Examples (including but not limited to):

  • Minor temperature variations in a space
  • Critical light bulb replacement (where missing light is causing an inconvenience)
  • Clogged toilet, sink, or drain that is not actively overflowing
  • Insufficient hot water

 

Service Commitment:

During normal business hours (Westchester 8:00am – 5:00pm Monday – Friday, NY Campus 24 hrs/day, 7days/week) we will provide 4 hour response to Level 3 emergencies. At all other times within the first 4 hours of the next business day.

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Routine Service Call:

We will respond to all routine service calls within 3 business days.

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Non-Routine Service Call: 

Examples (including but not limited to):

  • Special cleaning
  • Carpet cleaning
  • Move services
  • Rearrange furniture
  • Painting

 

Service Commitment:

We will contact the requestor within 5 business days to discuss the request.

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