Typical Response Times
Facilities processes nearly 14,000 service requests each year.
In order to effectively manage the department's workload and to assure that we are able to respond to the most urgent needs first, prioritizing every service request is absolutely necessary.
Services provided and their respective typical response timeframes fall into three major categories:
Expand All
Initial response timeframe: Within 2 hours
- During business hours: Call 781-736-8500
- After hours: Call 781-736-5000 (Public Safety)
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 buildings, utilities or grounds that would have a significant impact on the university mission.
For emergencies, please call the Facilities Work Management Line at 781-736-8500.
Examples
-
Fire and related suppression systems
-
Flood; overflowing sink/toilet
-
Building/area power outage
-
Loss of building heat
-
No water
-
Trees/limbs blocking road
-
Downed power lines
-
Chemical spill
-
Elevator Entrapment
Facilities' goal is to mitigate emergency situations within 2 hours. Additional corrective repairs that may have caused the emergency will be prioritized and scheduled appropriately.
Example: A pipe has burst and water is pouring into an area. The mitigation could be closing a valve on the water line to stop the continuous flow of water. The additional corrective action would be to replace the pipe that burst.
Initial response timeframe: within 48 hours
Requests in this category are generally those that, while not life threatening, may still pose a safety concern or cause a significant interruption to the University's mission within residential, academic or general staff spaces.
Submit Service Request
Examples
Initial response timeframe: within 14 days
The majority of service requests will fall into this category. We are sometimes able to respond sooner to many requests depending on time of year, amount of existing pre-scheduled work, etc., but this timeframe is needed to properly schedule the volume of requests received.
Submit Service Request
Examples
Please note that the timeframes provided refer to our initial response to your request. Timeframes to fully complete the repairs may take longer.