Service Priorities and Responses
Maintaining the infrastructure, buildings, and grounds of the San José State University is an enormous task. In addition to existing projects and planned maintenance, FD&O receives over 13,000+ service requests every year.
In order to give appropriate attention to all requests, the FD&O customer service desk assigns incoming requests one of five priority levels based the stated need for the work, the potential mission impact, the overall resources involved in completing the work, and the relative urgency of the request.
Priorities
The priorities below can serve as a guide on the appropriate response depending on the type of request.
Emergency
Imminent threats to life, property, security or environment are responded to immediately and at a minimum mitigated until a permanent repair can be made.
- Power failure
- Overflowing plumbing or irrigation
- Elevator malfunctions
- Chemical odors or other biohazard risks
- Broken windows or doors that pose immediate security risks
Urgent
Urgent disruptions to normal campus operations that do not necessarily pose dangers to life, safety, security or the environment are responded to as soon as possible. If circumstances prevent an immediate response then it will be addressed within 48 hours.
- Heating or cooling malfunctions
- Minor plumbing issues (continuously running faucets or toilets, slow-draining sinks)
- Grafitti
- Flickering or non-functioning lights
Routine
These issues do not pose a danger or risk to life, security, property or the environment nor do they impact campus operations. However, routine requests are issues that require FD&O attention.