Introduction

In keeping with our commitment to improve communication with our customers, the Facilities Maintenance and Operations department has prepared the following service guidelines. The Facilities Maintenance and Operations department processes over 14,000 service requests each year. The following is a general description of the categories to provide a level of understanding and set expectations as we work together to identify and satisfy SUNY Brockport maintenance and project needs.

The intent is to outline how we prioritize work, and enable a better understanding of our maintenance operations. Within the framework of these categories, the maintenance teams triage each request individually. They take into consideration many factors, including operational, safety, and security needs, impact to client, as well as available resources, accessibility, and seasonal demands. Considering the vast range of requests that we handle, it would be impractical to attempt to define and explain the priority for every possible type of request.

Maintenance Priorities & Response Times

Many factors are taken into consideration when scheduling maintenance work. Our first priority is safety of staff and students, followed by protection of college property. We strive to support all academic and other activities by maintaining infrastructure and services. And while we try to uphold the image of SUNY Brockport from an aesthetic perspective, and to provide client comfort and convenience, we must also consider availability of resources, seasonal demands, and age of our buildings and assets.

Requests are prioritized when they are received by the Service Center, and fully assessed by the respective maintenance team. As well, Physical Plant Engineers respond to calls regarding heating and cooling problems, unidentified leaks, suspicious smells and noises, and some elevator problems. Our staff will make every effort to advise the Point of Contact and/or the requester when the work is completed, or to advise that a return visit is necessary. If a contact person is not available on site, we will leave a notification note which will provide this information.

The response times associated with each of the categories are intended to be general guidelines. Due to the nature of repair work, it may not always be possible to respond within these timelines.

Services provided and their respective typical response timeframes fall into six major categories: emergencies, urgent, expedited, routine, planned, and projects.

1: Emergency

Response Time Goal

Immediate response - Call (585) 395-2408

A maintenance emergency is any situation that if not responded to immediately will result in a threat to life, safety or health of any person or will pose a significant and immediate threat to infrastructure.

Examples

  • Fire or fire alarm
  • Smoke or natural gas odors
  • Chemical spill
  • Water supply interruption to building
  • Power outage to an entire building or floor of a building

2: Urgent

Response Time Goal

One hour or less - Call (585) 395-2408

Items required to maintain daily operations. When equipment is inoperable, services stop and operations are impacted.

Examples

  • *Elevator entrapment (Call UP at (585) 395-2222)
  • Broken glass
  • Tripped breaker, major lighting or outlet outage
  • Flood (i.e. broken pipe or sink/toilet overflowing)
  • Roof leak impacting safe operations
  • Heating failure (not minor temperature adjustments)
  • Accessibility issues (i.e. lifts, toilets, and power assisted doors)
  • Underground service breaks (i.e. water main)
  • Fire safety device malfunctions
  • Damaged doors that can’t be secured
  • Fixtures in danger of falling & causing injury (i.e. lights
  • Offensive graffiti

3: Expedited

Response Time Goal

48 hours or less

Submit a work request online (Suggested)

OR

Contact the Facilities Service Center at (585) 395-2408.

Examples

  • Heating and cooling temperature adjustments
  • Dripping faucet
  • Pest control
  • Clogged toilet (not flooding but out of service)
  • No power in an outlet
  • No A/C (when A/C is usually present)
  • Lighting issues in stairwells
  • Elevator issues without entrapment
  • Graffiti removal (non-offensive)
  • Part of a light fixture is inoperable in a mission critical area, over desks or student areas (i.e. two bulbs of four in a fixture)

4: Routine

Response Time Goal

10 business days

Submit a work request online

Examples

  • Preventive Maintenance Program*
    • SUNY Brockport is committed to a Preventive Maintenance (PM) program. The objective of our PM program is to prolong equipment life, reduce costs, prevent disruption to service, and insures that systems critical to the mission of the college are fully operational and code compliant. The first priority of our PM program is the maintenance and testing of life/safety systems, including emergency lighting, emergency generators, fire and smoke alarm systems, and domestic water backflow preventers.
  • Broken screens/shades
  • Lighting (Bulbs or fixture outages that do not affect the ongoing operation of the area at the present time)
  • Replace stained or missing ceiling tiles
  • Drinking fountain or bottle filling station out of order or needing new filters

5: Planned

Response Time Goal

Work that is planned and scheduled for a mutually agreeable date and time, and when resources are available. Often completed during college breaks/summer.

Submit a work request online

Examples

  • Mounting whiteboards
  • Mounting TVs or monitors
  • Add a new light fixture
  • Paint classrooms, hallways or offices
  • Install additional electrical outlets
  • Install a new sink or countertop
  • Hanging of pictures, plaques, signs, banners, etc.
  • Installation of shelving and cabinetry

6: Projects

Response Time Goal

Work that is scheduled through mutual agreement with the Planning Team when resources are available. Often involves multiple skilled trades.

Submit a work request online

Examples

  • Adding doorways
  • Building walls
  • Remodel/renovation of office spaces
  • Modifications of space due to grants/gifts