Priority 1: Emergency

Emergencies - situations that pose an immediate threat to personal health and safety or threaten major damage to buildings, equipment, or other property - are given precedence over all other requests.

Examples of issues classified as Emergencies include:

• Smoke or natural gas smells
• Hazardous material spills
• Loss of water in residence halls, townhomes, or cafeterias
• Flooding or water leaks
• Exposed live electrical wires
• Compromised building security
• Shattered windows
• Clogged drains, toilets, sinks, or showers
• Fire or smoke damage

Priority 2: Same Day Service/Essential Support

Same-Day Service/Essential Support (a failure that impairs a system or component but does not render it inoperative) will typically be completed within twenty-four hours. Examples of issues classified as such include conditions that:

• Impair the use of a facility
• Pose a potential threat of personal injury
• Cause equipment damage if not addressed
• Will cause a loss of research or work product
• Cause a serious disruption of campus operations

Priority 3: Standard 10-Day Service

Standard Ten-Day Service Requests (items that are to be completed within ten business days) are considered higher priority routine work. All routine work is scheduled based upon the availability of the technicians as well as the materials involved. Examples of issues classified as Standard Ten-Day Service include:

• Painting
• Key requests
• Alterations or additions required for functions
• Reorganizations (new offices, office moves, et cetera)
• Moving objects from one location to another
• Event set-ups
• Repairs