Facilities Service Requests
Submit a Service Request
For Maintenance Emergencies, please call the Facilities Services Main Line directly at 781-736-8500.
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's mission.
Creating a Service Request
To create a service request related to the operations and maintenance of campus services, please use the online Maximo work management system to initiate a service request.
Using the online platform allows for the following:
- Immediate dispatch of your detailed service request to the appropriate supervisor;
- Proper prioritization of all requests coming into Facilities Services;
- Email notification to online requestors to confirm receipt of request and status changes;
- Viewing and tracking all of your service requests on one screen.
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Please see the instructions on how to use the Maximo system (pdf). Instructions are also located on the first page after you sign into the system (in the red text at the top of the screen).
For further assistance, call the Facilities Services Main Line at 781-736-8500 and we will be happy to walk you through the online process.
Service Request Response Priorities
Facilities Services 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 response times fall into four priority categories:
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Initial response timeframe: Four hours mitigation
For Maintenance Emergencies, please call the Facilities Services Main Line directly at 781-736-8500. On after hours/weekends/holidays, 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.
Examples:
- Fire and related suppression systems
- Floods
- Building/area power outage
- Loss of building heat
- No water
- Trees/limbs blocking road
- Downed power lines
- Chemical spill
- Elevator Entrapment
Our goal is to mitigate emergency situations within four 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: 48 hours (Assessment), 7 days (Completion)
For Maintenance Emergencies, please call the Facilities Services Main Line directly at 781-736-8500. On after hours/weekends/holidays, call 781-736-5000 (Public Safety).
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.
Examples:
- 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 with no common area appliances)
- Clogged toilet
Initial response time: 30 days (Completion)
Submit a 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.
Examples:
- Dripping faucet
- Light not working
- Broken screens/shades
- Replace ceiling tile
- Doors or locks sticking
- Pest control
Initial response time: As time permits
Submit a service request
Service requests that enhance work environment or add to current systems will fall into this category. We are sometimes able to respond sooner to these requests depending on time of year and the amount of existing pre-scheduled work.
Examples:
- Moving an electrical outlet
- Painting a room
- Installing carpeting
- Hanging a painting/white boards/signs
- All moving services