Submit Service Request

Maximo will be unavailable from 7 to 10 p.m. on Friday September 20 due to planned server maintenance.

  • For emergencies while Maximo is unavailable, call Public Safety at 781-736-5000.
  • For all other requests, please call 781-736-8500 and leave a detailed voice message.

In Case of Emergency

Between 7 a.m. and 4:30 p.m.:

  • Call 781-736-8500

Before or After Hours:

  • Call 781-736-5000

Typical Response Times

Facilities processes nearly 14,000 service requests each year, therefore 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: emergencies, expedited repairs and routine maintenance. Please note that the timeframes provided refer to our initial response to your request; timeframes to fully complete the repairs may take longer.

Emergency Service
(Initial response timeframe: Within 2 hours)

Call 781-736-8500 during business hours. After hours call Public Safety 781-736-5000.

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.


  • 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.

Expedited Service
(Initial response timeframe: within 48 hours)

Submit a Facilities Service Request.

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. For expedited requests, submit a Facilities Service Request.


  • ADA access issues
  • No power in an outlet
  • Snow and ice removal
  • No A/C (temp out of range)
  • Broken window/glass
  • Door cannot be secured
  • Broken appliance (in student rooms w/ no common area appliances)
  • Clogged toilet
  • Spills and clean-ups

Routine Maintenance and Necessary Service Needs
(Initial response timeframe: within 14 days)

Submit a Facilities Service Request.

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. For routine maintenance, submit a Facilities Service Request.


  • Dripping faucet
  • Light not working
  • Broken screens/shades
  • Replace ceiling tile
  • Furniture/mattress issues
  • Doors or locks sticking
  • Pest control
  • Fee based services