Repair Priority Definitions
-Emergency is defined as a store not being able to operate one or more functions due to equipment failure or a safety issue
-If there are 2 of the pieces of the same equipment and 1 is operating it is not an emergency
-If property maintenance is properly notified, we will respond within 2 hours and issue will be resolved with in 24 hours
-Proper notification includes putting in a ticket with all needed information and calling Ticket Administrator
-Equipment includes: Espresso machine, brewers, espresso and coffee grinders, toaster, blenders, and ice machine (outside contract)
-Other emergencies include: Not having a working restroom, hot water heater not working, heat or air not working (outside contracts)
-Not included: severe weather, natural disasters, utility outages IE: power, water, gas
-If service is something we need to contract out we cannot guarantee resolution time but will still guarantee response time
- High Priority is defined as a store having slower speed of service due to equipment failure or issues needing to be resolved from a health inspection
-If property maintenance is properly notified, we will respond within 8 hours and the issue will be resolved within 48 hours
-Proper notification includes putting in a ticket with all needed information and messaging Ticket Administrator
-If service is something we need to contract out we cannot guarantee resolution time but will still guarantee response time
-Medium Priority is defined as a store having needs that can’t wait for a regular PM visit
-If property maintenance is properly notified, we will respond within 48 hours and the issue will be resolved within 2 weeks
-If service is something we need to contract out we cannot guarantee resolution time but will still guarantee response time
All other repair tickets will be either:
-assigned to a regular PM visit
-scheduled with a contractor with the owner’s permission and will not have a guaranteed time frame
Contractor services: Plumbing, Drywall, Painting, Wallpaper, Tile, Electrical, Construction, Refrigeration, Carpet, HVAC, Ice Machine