Level of Service Standards
Level of Service Standards define and explain the levels of service that can be expected from Western Michigan University's Maintenance Services unit. It provides an overview of the unit, the priorities of the response and resolution of the issues.
Overview
Maintenance Services is a team of highly skilled trades professionals and management staff who maintain utilities and buildings for the Western Michigan University community. We provide quality service in an efficient and professional manner to ensure a safe and comfortable environment for all facility users. We implement continuous improvement to ensure the highest level of customer satisfaction.
Western Michigan University’s Maintenance Services professionals are responsive to the needs of students, faculty, and staff. Clean and safe facilities, adequate lighting and seating, as well as temperature and noise control, are critical to creating and sustaining positive educational and professional experiences. Requests are submitted to Maintenance Services by telephone, or by using Bronco Fix-It, the online request system. Requests are processed by Facilities Management Service Center, then distributed to the appropriate Maintenance shop. Maintenance shop supervisors organize and distribute the work to the corresponding skilled trades. Skilled trades perform the work and complete work orders.
Services
- Do-It Now work orders: Responding to issues that may arise such as lights out, room temperature, etc.
- Preventative Maintenance: Maintenance that is regularly performed on a piece of equipment and other building assets to lessen the likelihood of failure.
- Life Safety: Maintaining building systems that are used in emergency situations such as fire alarm system, emergency lighting, etc.
- Facility Asset Reinvestment: Work that is outside of the normal scope of maintenance and needs additional resources to be completed such as replacement of large building system, remodels, etc.
Response and Resolution Priorities
All requests for service are assigned a priority which is based on the nature of the issues being reported, the information received from the requestor, and the current, outstanding workload. The priority may be adjusted based on a change in conditions or circumstances. In some cases, a temporary solution may be implemented until a permanent resolution is achieved.
| Priority Level | Scenario | Response |
| 1 — Critical or Same Day | System failure or safety hazard that affects a portion of a building with a potential of shutting down the building. | Immediate response, working until conditions are stable and/or completed. |
| 2 — Urgent | Any requests within occupied residential areas. | Respond within 24 hours for occupied residential areas. |
| 3 — Normal | Issues in classrooms or those that create a minor inconvenience for the budling learning/working environment. | Completion within 10 business days. |
| 4 — Planned | Preventative maintenance work done to keep building systems working properly. | Scheduled work at predetermined times throughout the year. |
| 5 — Deferred | Miscellaneous building requests that expand beyond the scope of normal maintenance. | Assessed, prioritized and addressed on a yearly basis. |
Payment for Services
In general, there are no costs associated with routine maintenance. Costs associated with facility issues resulting from vandalism or misuse will be the responsibility of the identified individual or department.
Costs associated with services that exceed the scope of routine maintenance, such as a project or renovation, are paid for by the requesting department, for example:
- Installing special or dedicated department equipment
- Maintaining special or dedicated department equipment
- Furniture or work stations
- Appliances
- Office painting
- Carpeting replacement
- Damage of departmental equipment due to non-scheduled water damage or utility outages (i.e., computers from water break or equipment power surges due to power interruptions)