Service Level Agreement

We aim to deal with all service requests as quickly as possible.

Most of our maintenance is carried out by our service provider, Dalkia. To minimise disruption to University business, maintenance requests are automatically prioritised based on the information provided within the request and the urgency is determined by this information. Jobs are then assigned to Dalkia for attendance and resolution within the target timescales described below.

Priority Level Description
Priority 1 (emergency) Attend within 2 hours. Restore or provide alternative facilities within 24 hours.
Priority 2 Attend the same day if notification is received prior to 1pm or next day before 9am if received after 1pm. Permanent restoration of service within 72 hours.
Priority 3 Attend within 48 hours. Implement a permanent solution within 7 days.
Priority 4 Attend within 7 calendar days. Implement a permanent solution within 30 days.
Priority 5 Attend within 30 calendar days. Implement a permanent solution within 60 days.​