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.

  • Repairing or replacing window, door, or lock hardware
  • Patching and repainting
  • Inspecting, servicing or adjusting system components
  • Landscaping maintenance
  • Ceiling issues 

Scheduled

Normal maintenance or service that does not pose an immediate risk to facilities, systems, equipment, or components but must be scheduled for completion within 90 days of the request. Examples are projects, improvements or enhancements to existing infrastructure /equipment /assets, purchasing of parts are required.

Important Note on Service Hours

  • Emergency maintenance service requested during normal campus business hours (7:30 a.m. to 5:00 p.m.) should be reported to the FD&O Emergency phone number at 408-924-1990.
  • After hours emergencies will be reported to the University Police Department at 408-924-2222.
  • All other Non-Emergency requests should be submitted through .