Service Level Agreements (SLA)
Property and Maintenance undertake all the University's Building Fabric and Engineering reactive maintenance operation. On average 10,700 requests are received and actioned each year. At present most faults are entered via the telephone to the Property & Facilities Helpdesk. The Planon helpdesk system enhances our ability to manage activity and deliver a more customer focused service.
The Property & Facilities Helpdesk operate a priority system based on the severity of the fault, known as an SLA (Service Level Agreement).
The SLA categories being as detailed below:
|| Target Response |
|| Repair to avoid imminent danger
|| 1 hour |
|| To avoid prolonged discomfort
|| 1 Day (24 hours)|
|| To prevent long term damage
|| within 5 days |
|| Minor inconvenience
|| within 7 days |
within 15 days