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Property Services
Maintenance Service Level

1. MAINTENANCE DEFINITION - For the purposes of this document maintenance refers to the planned activities, repair, and support required to create a reliable environment whether exterior, interior and/or systems. Basically, if it exists and is part of a UTMB facility, we will maintain and repair it as designed and/or installed.
Note: We are not funded to redesign existing environments, install or replace with new. We are not funded to maintain equipment purchased by a department to conduct their normal business requirements.

2. CUSTOMER SERVICE - May respond to non-maintenance request only by reducing existing maintenance response.

3. MINOR EQUIPMENT - We are not funded to replace minor equipment in the maintenance budget, but we may suggest that departments replace minor equipment in lieu of repair, if the repair history of any equipment exceeds 50% of the replacement value of the equipment in one fiscal year and/or the reliability threatens normal operations and subsequent loss of revenue.

4. MAJOR EQUIPMENT REPAIR AND REPLACEMENT - Equipment and repairs over $10,000 dollars will be funded from Deferred Maintenance dollars and will be scheduled for repair and/or replaced based on priority with budget availability.

5. PAINTING - Maintenance provides a painting program through In-house Construction for public space and key compliance areas. The purpose of this program is to maintain the existing public space and areas where painting is required for compliance as designed. This is scheduled painting and a quarterly report of those activities will be provided to each entity. All other painting may be requested through In-house Construction via a work-order request. A funding source will be required.

6. ADDITIONS, MOVES, OR INSTALLATIONS - Additions of new utilities, moves and/or equipment installations shall be requested through In-House construction. A funding source will be required.


  • STAT - any situation that poses a threat to life, a significant financial impact where time compounds the impact to the assets, and/or a significant impact to the operations of the campus.
  • URGENT- any situation that prevents the customer from performing their job or service.
  • ROUTINE - situations that do not prevent the customer from performing their job or service.
  • PROJECT - planned corrective work that requires utility shutdowns and significant expenditure of time and monies that do not threaten life, create a significant financial impact, or significantly impact our customers from performing their job or service.

8. RESPONSE TIME BY PRIORITY: defined as the maximum wait time prior to a technician making a site visit or communicating with the service requestor.

  • STAT- less than thirty minutes with on-campus emergencies and sixty minutes with off-campus emergencies
  • URGENT-less than eight hours
  • ROUTINE-less than seventy-two hours
  • PROJECT-less than two weeks

9. COMPLETION TIMES BY PRIORITY: defined as the maximum wait time prior to the completion of work.

  • STAT- emergency contained in less than sixty minutes with on-campus emergencies and ninety minutes with off-campus emergencies
  • URGENT-less than forty-eight hours
  • ROUTINE-less than two weeks
  • PROJECT-less than one month
    *Current maintenance staffing is based for the above described levels of services which produce the following:

10. CUSTOMER SATISFACTION - Accustomed to basic level of facilities care. General lack of pride in the facilities environment.

11. PREVENTIVE MAINTENANCE - Complete 75% to 95% of facilities maintenance. (Though this is the APPA description of a level three service, in healthcare, we must complete an average of 95% of our PM's on critical equipment and 100 % of equipment that supports life and/or infection control in order to meet The Joint Commission standards. This requirement may reduce efforts in other areas. Compliance related PM will take precedence over all other PM.)

12. PREDICTIVE MAINTENANCE - Maintenance is employing predictive technologies on 10% critical rotating equipment.

13. CORRECTIVE MAINTENANCE - Complete 75% of corrective maintenance request on time. (Compliance related corrective maintenance will take precedence over urgent, routine and project work at this service level.

14. MAINTENANCE MIX - 50% reactive maintenance. Systems failing, especially during harsh seasons. PM's not a priority and scheduled as time allows. Emergency calls are higher, but responded to timely.

15. INTERIOR ASTHETICS - Average finishes.

16. EXTERIOR ASTHETICS - Minor leaks, blemishes, average exterior appearance.

17. LIGHTING ASTHETICS - Small percentage of lights out, generally well lit and clean.

18. SERVICE EFFICIENCY - Maintenance somewhat organized, but remain people dependent. Equipment and building components are mostly functional, but suffer from occasional breakdowns. Call response times variable and sporadic. Building and equipment are upgraded periodically, but not enough organized control effects usage and deterioration.

19. BUILDING SYSTEMS RELIABILITY - Building system components periodically or often fail.


21. CAMPUS AVERAGE FCI - 15% to 29% of CRV.