Service Requests
About service requests
The Facilities Services Customer Service Center (CSC) receives all campus-related service requests (work orders) from the university community. These requests are then processed and assigned to the appropriate trade/custodial personnel.
- Service requests submitted between 8 a.m. and 5 p.m. will be processed on the same business day.
- Service requests submitted between 5 p.m. and 8 a.m. may be processed on the next business day.
How to request services
- Customers are encouraged to submit a service request online on SFSU FacilitiesLink.
- Customers may also contact the CSC at (415) 338-1568
What to include on a service request
When you initiate a service request, we will need the following information:
| Specific Location | Formal building name (not just the building nickname) |
|---|---|
| Room number. Every room on campus has a room number. If you cannot find the number on the room, provide the numbers for the rooms adjacent to the location where the work is requested. | |
| Description of the Problem | Describe the problem in as much detail as possible. |
| Include any observations that may help identify the cause or required repair. | |
| If reporting on behalf of someone else, gather detailed information from them about the issue. | |
| Contact Information | Your name, phone number, and email address. |
| Name and phone number of the person who reported the problem or requested the work. | |
| Department Information | Department name. |
| Department account number. Campus-funded work will not be charged to your department. Requests related to department-owned equipment are the department's funding responsibility and require an authorized account number. |
If you are a new user to our service request system and need a profile, please request this through the system or contact our Customer Service Center for assistance at (415) 338-1568.
Emergencies
For emergencies involving fire, life safety and/or property damage, please immediately contact the University Police Department Dispatch at (415) 338-7200.
You are encouraged to refrain from submitting service requests via SF State FacilitiesLink in the event of an emergency. If you are uncertain, you are also welcome to contact the Facilities Services Customer Service Center (CSC) at (415) 338-1568. Some examples of emergencies include flooding, gas smell, elevator entrapment, lockout, lock change, no hot water to a building, no heat to a building, power outage affecting a building, security and/or fire system malfunction.
After Hours Services
- Between the hours of 5 p.m. - 8 a.m. (Monday - Friday) and on weekends (Saturday - Sunday), service requests initiated via phone are automatically routed to our business partners at University Dispatch, within the University Police Department.
- If you are calling between the hours of 5 p.m. - 8 a.m. (Monday - Friday) or on weekends (Saturday - Sunday), please press "0" to speak directly with the Dispatch Operator.
- University Dispatch will advance priority service issues to our Facilities Services on-call staff, where appropriate.
Determine the Status of an Existing Work Order Request
You can check the status of a work order by emailing facilities@sfsu.edu. The Customer Service Coordinators will make an inquiry with the appropriate trade shop. Please note that requests are managed by priority and not date or time received.
Service request information
When you initiate a service request, we will need the following information:
- Provide the formal name of the building name, not just the nickname.
- Include the room number. Every room on campus has a room number. If you can’t find the number of the room, list the numbers of the rooms adjacent to the location where the work is requested.
- Even if you have an idea of what’s needed to solve the problem, we still need a clear description of the problem itself. Please be as descriptive as possible.
- If you are submitting a request on someone else’s behalf, be sure to gather a full description of the issue and include their contact information.
- Your name, phone number and email.
- Name and phone number of the person reporting the issue or requesting the work.
- Department name.
- Departmental account number. You will not be charged for work that is campus-funded. Requests related to department equipment are the funding responsibility of your department and will require an authorized account number.
Prioritization and timelines of service requests
Service request priority guidelines
The Customer Service Center prioritizes service requests according to the nature of the reported problem. The service request priority guidelines outlined below are intended to:
- Provide a system to prioritize the urgency of assignment of service requests.
- Provide fair and equitable treatment of all customers.
- Allow the orderly, timely and efficient accomplishment of facilities work.
Priority Levels
When service requests are submitted to the Facilities Services Customer Service Center, it is assigned one (1) of four (4) priority levels. Within each priority level, work is assigned primarily on a first-in - first-out basis, contingent upon efficient coordination of work and availability of material. As service requests are received, they will be scheduled according to the following priorities:
Emergencies are situations that pose an immediate threat to personal health or safety or major damage to buildings. Emergencies are handled immediately to ensure safety or preserve work product or facilities.
- Please contact University Police Department Dispatch at (415) 338-7200. Contact made with customer immediately.
- Response time: Immediate
- Problems classified as emergencies may include large scale flooding, building power outages, gas smell, elevator entrapment, alarm sounding/smoke/fire, no building hot water, hazardous material spill, etc.
- This type of request must be called in immediately and never submitted solely via a service request submission.
Urgent requests are typically those for which the work is considered to be important but may not qualify as emergent. Priority requests typically include conditions that immediately affect the continued performance of academic or administrative services. Factors influencing urgency include if the same-day non-resolution of which would impact use or performance in the space and/or could damage the Facilities Operations or further damage the item in question.
- Contact the Facilities Services Customer Service Center at (415) 338-1568 or submit a service request via SFSU FacilitiesLink.
- Response time: Contact made with customer immediately; work is assigned and typically completed within eight (8) hours.
- Urgent requests may include pipe leakages, minor flooding/water intrusion, front entrance or gates not securing, leaking toilets, resetting a circuit breaker, fallen branches obstructing walkways/road, large spills, etc.
Routine requests are those considered to be important in nature but not urgent or an emergency. Requests are reviewed within one (1) working day. Work is typically scheduled within three (3) working days of service request submission, and work is completed usually within two (2) weeks. To submit a routine service request:
- Please submit a service request online via SFSU FacilitiesLink
- Response time: Contact made with customer within 24 hours and work typically completed within 2 weeks.
- Routine requests may include lighting issues, lighting outages (localized), sticking locks, regular spills, broken glass, pest control, etc.
Service requests for work that does not pose a threat to life, safety or property, or serious disruption to day-to-day operations are considered specialized requests. These requests are put in the job queue and are processed in the order in which they are received. Large-scale requests are treated as projects. Small repairs are usually completed by arrangement with the customer.
- Submit a service request online via SFSU FacilitiesLink
- Response time: Contact made with customer within 72 hours.
- Specialized requests may include damaged walls, loose handle door, adjusting door hinges, repairing window treatments, etc.
No repairs, upgrades, or permanent alterations are permitted to be performed by the campus community, residents or permitted to be contracted out. The University Collective Bargaining Agreements govern all trades, labor, maintenance, grounds and custodial operations that are performed by employees of San Francisco State University.
Recharge policy
Facilities Services has a cost recovery process, as required by the CSU, requiring departments to pay for services that are not routine maintenance. Office moves, building a wall, hanging pictures, or moving furniture are not routine maintenance and the requesting department will be charged. An account number will be required at the time of request.
The CSC will process the request in compliance with University procedures. You will be advised by a member of the CSC staff of the following:
- When Facilities Services staff will perform the work or
- If some or all of the work will be contracted out, Capital Planning will assign a Project Manager to be the point of contact between the Department and the approved contractor.