Work order priorities
Work orders are sorted into priority categories with service level standards. These help us manage and prioritize work. They also help our clients plan and know what to expect when they submit a work order.
There are 6 categories total. We typically use 4 of them for user-submitted work orders: emergency, high, medium and low.
The definitions and examples aren't exhaustive. They're used as guidelines. Facilities Management supervisors use their best judgment and discretion in scheduling and prioritizing work.
Emergency
In FMIS, this category is coded as "1 - Emergency".
Definition
Potential threat to safety, property, security, data, systems or the environment. Essential services may be compromised.
Examples
- flooding
- downed electrical lines
- gas leaks
- elevator fault with someone trapped inside
- broken windows, doors or locks
Service standards
We aim to:
- respond within 90 minutes
- mitigate the issue within 24 hours
- resolve service or system outages within 48 hours
Our initial response to emergencies prioritizes resolving safety hazards and preventing issues from getting worse or escalating.
Examples
- downed electrical lines
- broken gas line
- gas leaks or smell of gas leaks
- heavy flood
- broken pipes or water lines
- overflowing toilets or fixtures
- trapped in elevator
- security failure: locks/windows/doors
- major equipment breakdown
- fire alarm sounding
- electrical or water outages affecting multiple users
- loss of heating or cooling in rooms with sensitive equipment or laboratories
- loss of refrigerated storage space
- hate graffiti
- piping or roof leaks that affect equipment or classrooms
- exterior flooding
- broken windows, doors or locks
- code compliance, statutory
- food sanitation
- temporary repairs that are a threat to safety
High
In FMIS, this category is coded as "2 - High".
Definition
Work that doesn't fit the definition of an emergency but needs to be accomplished quickly or to a fixed deadline. Such work may be mission critical, be high in profile in nature, or have an event date.
Examples
- student accessibility requests
- preparing for commencement of classes
- support for high visibility event
- health and safety (such as air quality, heat, plugged toilet)
- toilets / urinals running constantly
Service standards
We aim to:
- respond within 1 business day
- complete the work within 5 business days
- student Accessibility Requests
- project with specific deadline
- preparing for commencement of classes
- convocation support
- support for high visibility event
- a condition that reflects poorly on the University
- code compliance (non-statutory)
- deficiency resulting in continuous loss of resources (water, energy, etc.)
- preventive Maintenance deadline to maintain major warranty
- fire code compliance
- graffiti removal
- non-emergency elevator repair
- services needed to maintain physical accessibility to the campus
- health and safety (such as air quality, heat, plugged toilet)
- toilets / urinals running constantly
- call outs
- snow & ice on roadways and sidewalks
Medium
In FMIS, this category is coded as "3 - Medium".
Definition
Normal wear/tear maintenance or service items that do not pose an immediate risk to facilities, systems, equipment or components.
Examples
- painting
- procuring furniture
- grounds maintenance
- changing light bulbs
Response time
We aim to:
- respond within 3 business days
- complete the work within 30 business days
- cracked glass
- changing light bulbs
- door hardware adjustment
- occupant moves
- project work
- millwork adjustment/repair
- sign requests
- event support
- furniture and e-waste recycling pick ups
- waste and recycling tote deliveries
- key cutting
- item retrieval
Low
In FMIS, this category is coded as "4 - Low".
Definition
Tasks that do not require immediate attention and can be addressed later without significantly
impacting operations, safety, or equipment functionality.
Examples
- non-emergency signage
- art and graphics installations
- custom millwork
- custom painting
- carpet cleaning
Service standards
We aim to:
- respond within 5 business days
- complete the work within 40 business days
- cracked glass
- changing light bulbs
- door hardware adjustment
- occupant moves
- project work
- millwork adjustment/repair
- sign requests
- event support
- furniture and e-waste recycling pick ups
- waste and recycling tote deliveries
- key cutting
- item retrieval