Service Requests: Navigating the Process

How can we help you?

For all of your campus requests ranging from restocking water points to refilling paper in the printers, we are available to support your facilities and maintenance needs 24/7.

Submit a service request

This page outlines the process for requesting facilities support and services, whether it is a pre-approved request or one that requires a customized solution.

Parties involved

Maintains SRWC facilities in accordance with their original design
Handles repairs and routine maintenance issues to ensure the functionality and safety of facilities
Takes responsibility for the day-to-day upkeep of assigned spaces

Places a service request

Request or explore modifications to existing facilities to better suit their needs\
Customer's larger team

Types of pre-approved requests

This part of the page details the types of pre-approved requests.

Replacement of burned-out light bulbs or tubes
Resetting tripped circuit breakers related to lighting
Addressing flickering or inconsistent lighting
Adjusting or cleaning existing light fixtures

Repair of non-functioning electrical outlets or switches
Resetting tripped circuit breakers
Addressing minor electrical shorts (excluding major rewiring)

Repair of minor leaks (faucets, pipes)
Unclogging drains (sinks, toilets)
Repair of running toilets
Adjusting toilet flush mechanisms

Adjusting thermostat settings
Reporting unusual noises or smells from HVAC units
Checking and replacing accessible air filters
Addressing minor temperature inconsistencies

Repair of minor door hardware issues (loose handles, sticking latches)
Repair of minor furniture issues (loose screws, wobbly legs)
Adjusting or repairing blinds or shades (existing, non-motorized)
Addressing minor ceiling tile issues (misaligned or loose tiles)
Reporting and addressing minor trip hazards (loose carpet edges, uneven flooring)
Minor repairs to whiteboard surfaces (cleaning, minor scratches)
Tightening loose screws on existing shelving
Minor paint touch-ups (pre-existing paint)

Routine cleaning and waste disposal
Restocking of restroom supplies
Addressing spills or minor messes
Reporting areas needing extra attention during scheduled cleaning

Special requests

This page titles the types of special requests that a department or customer can request the Operations team.

Installation of new, specialized light fixtures
Implementation of advanced lighting control systems (e.g., dimming, motion sensors)
Upgrading to different types of lighting (e.g., LED conversion, specialized task lighting)

Installation of new power outlets or data ports
Running new electrical circuits
Installation of dedicated circuits for specialized equipment
Installation of new access control systems requiring electrical work

Installation of new plumbing fixtures (e.g., sinks, water fountains)
Relocation of existing plumbing lines
Installation of specialized plumbing systems

Modifications to the existing HVAC system (e.g., adding zones, increasing capacity)
Installation of new HVAC units or components
Implementation of advanced HVAC controls
Installation of specialized filtration systems

Room modifications (e.g., adding or removing walls, changing layouts)
Installation of specialized furniture
Installation of new window treatments (e.g., motorized shades, blinds)
Installation of new doors or hardware
Installation of new shelving or storage systems
Installation of new whiteboards or display systems
Access control modifications

Non-scheduled, specialized cleaning services (e.g., carpet cleaning, upholstery shampooing, deep cleaning)
Increased frequency of custodial services outside of the normal schedule

Request Process

This part of the page details what happens behind-the-scenes when a customer submits a request, whether it is pre-approved or special.

Customer submits a service request with detailed descriptions, attachments (e.g., diagrams, specifications, product information, photos), and other relevant documentation.

Upon receiving a service request, SRWC Operations will review the request to determine if the request is pre-approved or special. In case of pre-approved, the team will move on to the next request. In case of a special request, they will determine:

Alignment with building design: Does the request deviate from the original design intent?
Impact on functionality: Will the modification affect the functionality of the space or surrounding areas?
Safety considerations: Does the request raise any safety concerns?
Cost estimation: An estimated cost associated with the requested modification is sent to the customer or business unit

SRWC Operations will approve a pre-approved request at this stage. If the request is deemed 'special' and more funds need to be allocated, the cost estimate will be sent back to the business unit for consideration. From there on, three things can happen:

Proceed: If the business unit approves the cost and findings, they must formally approve the request and secure funding to cover the work. The business unit’s PTA will be required at this point
Modify: Based on SRWC Operations' feedback, the business unit can adjust their request and resubmit it for review
Withdraw: The business unit can choose to withdraw the request entirely

Once a request is approved, the Operations team will schedule a suitable time with the customer or business unit to carry out the service. This includes:

Hiring contractors
Scheduling the work
Overseeing the project to ensure it meets specifications and safety standards