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Service Level Agreement
Facilities Services
Jul 2019 – Jun 2020
Updated 9/23/19
SERVICE LEVEL AGREEMENT
Facilities SLA Page 1 of 11 [Back to Table of Contents]
CONTENTS
1.0 Service Summary ................................................................................................ 2
2.0 Statistics and Facts Relevant to 1.0 Service Summary .................................... 3
3.0 Service Line Detail ................................................................................................ 4
SLA Contact Information
SLA Doc Contacts: Susan Marshburn Executive Director
Email: [email protected]
Department & Services Directory
Custodial Services - Hassan Ghamlouch [email protected] General Maintenance – Chris Pillen [email protected] Utilities - Susan Marshburn [email protected] Utilities Distribution/Mechanical Systems Maintenance – Chris Pillen [email protected] Minor Renovations and Alterations – Chris Pillen [email protected] Moves/Setup Services - Hassan Ghamlouch [email protected] Compliance & Safety/Preventive Maintenance – Chris Pillen [email protected]
SERVICE LEVEL AGREEMENT
Facilities SLA Page 2 of 11 [Back to Table of Contents]
1.0 SERVICE SUMMARY
Service Line Summary
Unit Service
Level of Service Page
# Core
Service Premium Service
Recharge Service
Custodial Services √
√
√
4
Provide custodial services in restrooms, classrooms, labs, offices, conference rooms, lobbies, stairwells, and other areas, along with daily building locking/unlocking services. General Maintenance
√
√
5 General maintenance and repair services.
Landscape Services
√
√
√
6 Provide landscape, hardscape maintenance and upkeep services (including street sweeping). Utilities Distribution/Mechanical Systems Maintenance
√
7 Utility distribution and mechanical systems maintenance services.
Utility Operations & Services √
√
√
8 Provide purchased utilities (water/sewer, natural gas, electricity), steam, chilled water, and refuse/recycling services and associated management and administrative support to the campus. Minor Renovations and Alterations
√
√
9 Minor renovation and alteration projects under $50,000 (including labor, engineering, design services, and standard materials). Projects over $50,000 will require services from Architects & Engineers. Moves/Set-Up Services
√
√
10 Provide moves, set-up services and associated equipment in support of campus events, and small departmental moves and equipment disposal/salvage. Compliance & Safety/Preventive Maintenance
√
11 Services provided to meet compliance with local, state, and federal regulations. Preventative maintenance to minimize downtime and maximize equipment and building systems efficiency and lifecycle.
SERVICE LEVEL AGREEMENT
Facilities SLA Page 3 of 11 [Back to Table of Contents]
2.0 STATISTICS AND FACTS RELEVANT TO 1.0 SERVICE SUMMARY
Facilities Services is responsible for maintenance, operations, repair and minor renovations of the academic and residential facilities on our campus consisting of over 300 buildings and 6 million square feet on 1200 acres of land. Core vs. non-core locations are listed on the Facilities Services website (facilities.ucr.edu/requests).
Custodial Services
On the general campus, over 450 restrooms cleaned daily (Monday – Friday). Includes fixtures: 1,212 toilets, 881 sinks and 335 urinals.
Over 675 Housing restrooms cleaned daily (Monday – Friday).
Over 90 General Assignment classrooms and lectures halls serviced daily
Lock/Unlock 411 building entrances daily
Over 4,000 office trash cans emptied weekly.
Approximately 1,000 wet labs and dry labs maintained weekly/twice weekly.
Approximately 6,800 residents live in housing facilities, encompassing over 2.3MM mgsf.
Facilities Shops (Utility Distribution/Mechanical System Maintenance, General Maintenance, Minor Renovations, Compliance & Safety/Preventive Maintenance)
Approximately 9,000 campus work order requests for service processed annually. Approximately 20,000 Housing work orders requested by residents and staff completed
annually.
Landscape Services
Roughly 270 acres of core campus landscaping maintained on a regular basis.
30,000 sprinkler heads maintained on campus.
Utility Operations & Services
Approximately 100M kWh of electricity generated in support of campus operations.
Approximately 3.5M therms of natural gas provided in support of campus operations.
Approximately 590,674 CCF of potable and non-potable water provided to the campus.
Refuse/Recycling
Over 740 dumpsters per week of containing waste, recyclables, and food/compostable materials are moved and emptied.
Remove and recycle 1,674 tons per year = 22 railroad cars of recyclable materials.
Remove 1,000 tons of compacted waste = 13 railroad cars of compacted waste.
Moves/Set-up Services
Approximately 1,000 work order requests for moves and event set-up services completed annually.
SERVICE LEVEL AGREEMENT
Facilities SLA Page 4 of 11 [Back to Table of Contents]
4.0 SERVICE LINE DETAIL
Name of Service: Custodial Services
Brief Description of Service:
Provide routine and periodic cleaning services to the campus community in order to promote a healthy, safe, and clean learning and working environment.
Web Address facilities.ucr.edu/services
Service Level Agreement Specifics/Requirements of Service1:
Building entrances and general assignment classrooms
5x week Lock/unlock doors
Restrooms 5x week Sanitize and disinfect
Classrooms/Lecture halls 5x week General cleaning and trash removal
Common areas (lobbies, hallways, elevators)
5x week Trash removal
Common areas (lobbies, hallways, elevators)
1x week Mop/vacuum
Kitchen/Break room 5x week Trash removal
Kitchen/Break room 1x week Mop/vacuum
Computer labs 2x week Trash removal, mop/vacuum
Wet labs 2x week Trash removal
Dry labs 1x week Trash removal
Wet/Dry labs 1x week Mop/vacuum
Conference rooms 1x week General cleaning and trash removal
Offices 1x week Trash removal, mop/vacuum
Stairwells Monthly General cleaning
Interior building areas Annually Deep cleaning of carpets, floors, and restrooms
Interior building areas As needed Pest control
Residential Unit Cleaning As needed General cleaning
1 High traffic areas, including approximately 50 restrooms located near general assignment classrooms, will be serviced multiple times per day.
Staffing Requirements 170.38 FTE
Recharge Services Recharge services provided on an as-needed basis for one-time services at $41.09/hour plus direct materials costs.
Premium Services
Anderson Hall, Chancellor’s Residence, USDA Germplasm, Academic Resource Center, Transportation Services, Student Health Services, and UC Path: Additional custodial services based on an authorized annual Premium Service Agreement.
Service Cost Exclusions Palm Desert, Natural Reserves, CE-CERT, off-campus leased space
SERVICE LEVEL AGREEMENT
Facilities SLA Page 5 of 11 [Back to Table of Contents]
Name of Service: General Maintenance
Brief Description of Service: General Maintenance services includes the planned, preventive, emergency, as well as the unplanned or reactive maintenance required to maintain facilities in a condition adequate to support the University’s mission.
Web Address facilities.ucr.edu/services
Service Level Agreement Specifics/Requirements of Service:
Access Control and Door Hardware
Carpentry (excluding custom built products)
Electrical/Lighting
Elevators
Fire and Life Safety Systems
Metal Fabrication
Painting
Plumbing
Regulated materials & Interior Finishes
Signage
Zone Maintenance
Work orders are classified into the following categories:
Emergency work responded to immediately
Work required to mitigate imminent threats to research, instruction, or safety responded to within 2 days
Work required to ensure continuity of the general instruction/research mission responded to within 10 days
Maintenance and repair work required impacting campus operations completed within 35 days.
Housing & HUB: 24-hour required response time to all work orders.
Staffing Requirements 55.75 FTE
Recharge Services Recharge services provided above core funding capacity and for special requests at $85.55/hour plus direct materials costs.
Premium Services None
Service Cost Exclusions Palm Desert, Natural Reserves, CE-CERT, off-campus leased space
SERVICE LEVEL AGREEMENT
Facilities SLA Page 6 of 11 [Back to Table of Contents]
Name of Service: Landscape Services
Brief Description of Service: Provide landscape and hardscape maintenance and upkeep services (including street sweeping).
Web Address
facilities.ucr.edu/services
Service Level Agreement Specifics/Requirements of Service:
Landscape Services - turf care, fertilization, irrigation, pruning, weed, floral planting and outdoor pest control
Hardscape and Exterior Cleaning services - Clean hardscape, storm drain inlets, streets, building gutters, and roofs.
Equipment Repair associated with Landscape Services and Custodial Services
Staffing Requirements 40.69 FTE
Recharge Services Recharge services provided on an as-needed basis for one-time services at $44.25/hour plus direct materials costs.
Premium Services Student Recreation Center, Chancellor’s Residence, and Transportation Services: Additional landscaping services based on an authorized annual Premium Service Agreement.
Service Cost Exclusions Palm Desert, Natural Reserves, CE-CERT, off-campus leased space
SERVICE LEVEL AGREEMENT
Facilities SLA Page 7 of 11 [Back to Table of Contents]
Name of Service: Utility Distribution/Mechanical Systems Maintenance
Brief Description of Service: Maintenance and repair of utility and mechanical site systems, including electrical, gas, steam, plumbing, chilled water, storm drain, and sewer in support of campus operations.
Web Address facilities.ucr.edu/services
Service Level Agreement Specifics/Requirements of Service:
Systems support in the following areas:
Building Mechanical/HVAC
Dining Equipment/Mechanical
Fire Alarm Maintenance
Industrial Plumbing
Metal Fabrication
Security Alarm Maintenance
Service Response Times Emergency work responded to immediately in the event
of life, safety, or threat of property damage
Work responded to risks to research or instruction within 2 days
Work required to ensure continuity of the general instruction/research mission responded to within 10 days
Work required to alleviate discomfort or inconvenience completed within 35 days.
Housing & HUB: 24-hour required response time to all work orders.
Staffing Requirements 29.65 FTE
Recharge Services None
Premium Services None
Service Cost Exclusions Palm Desert, Natural Reserves, CE-CERT, off-campus leased space
SERVICE LEVEL AGREEMENT
Facilities SLA Page 8 of 11 [Back to Table of Contents]
Name of Service: Utility Operations & Services
Brief Description of Service:
Acquiring the electricity, natural gas, solar, water, and sewer services necessary to support the campus mission at the most cost-effective rates that at the same time promote the accomplishment of University sustainability goals and policies. Provide steam and chilled water services to the campus in support of operations. Dispose, divert, and recycle campus waste generated.
Web Address
facilities.ucr.edu/services
Service Level Agreement Specifics/Requirements of Service:
Purchasing and Providing Electricity
Purchasing and Providing Natural Gas
Purchasing and Providing Water & Sewer
Generating and Providing Chilled Water/Air Conditioning
Generating and Providing Steam/Heating
Recycling/Trash/Waste Management
Operations & Energy Management
Utility Billing & Administration
Staffing Requirements 17.25 FTE
Recharge Services
Utility costs passed through to auxiliary and self-supporting units such as Student Recreation Center, Botanical Gardens, UNEX, and Transportation Services. These units are excluded from core charges.
Premium Services
Housing Services, Dining Services, Chancellor’s Residence, Transportation Services, UNEX, and Student Recreation Center: Refuse diversion, disposal, and recycling services based on an authorized annual Premium Service Agreement.
Service Cost Exclusions Palm Desert, Natural Reserves, CE-CERT, off-campus leased space
SERVICE LEVEL AGREEMENT
Facilities SLA Page 9 of 11 [Back to Table of Contents]
Name of Service: Minor Renovations and Alterations
Brief Description of Service:
Minor renovation and alteration projects under $50,000 (including labor, engineering, design services, and standard materials). Projects over $50,000 will require services from Architects & Engineers.
Web Address facilities.ucr.edu/services
Service Level Agreement Specifics/Requirements of Service:
Access Control and Door Hardware
Building Mechanical and HVAC/Refrigeration
Carpentry (excluding custom built products)
Contract Special Maintenance- Manage special maintenance contracts with 3rd
parties in support of projects
Electrical/Lighting
Metal Fabrication
Painting
Plumbing
Regulated Materials & Interior Finishes
Service Response Times Work is performed utilizing available Facilities Services
labor and resource allocations and in conjunction with general and utility distribution system maintenance services.
Projects are prioritized by Deans/VCs on a quarterly basis.
Projects beyond the annual funding limit are pushed to the next year.
Staffing Requirements 14.45 FTE
Recharge Services
Recharge services that are provided outside of the prioritized project lists (primarily in support of campus construction and deferred maintenance projects) at $85.55/hour plus direct material costs. All customers requesting custom products, upgraded materials, or replacement of product before the end of useful/service life will pay the entire expense.
Premium Services None
Service Cost Exclusions Palm Desert, Natural Reserves, CE-CERT, off-campus leased space
SERVICE LEVEL AGREEMENT
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Name of Service: Moves/Set-Up Services
Brief Description of Service: Provide moves and event set-up services.
Web Address
facilities.ucr.edu/services
Service Level Agreement Specifics/Requirements of Service:
Events/Commencement Set-Up Services
Move/Set-up Services (Does not include large department moves which may require external vendors)
General Support of other Facilities Services areas
Services include associated equipment (staging, podiums, chairs, tables, etc.) in support of campus operations and events, small departmental moves, and equipment disposal/salvage within existing Facilities Services resource allocations. Provide general and emergency support of custodial operations as needed and available.
Staffing Requirements 3.25 FTE
Recharge Services
Management of third party vendors for large events provided to all customers at $42.05/hour. Event set-up and relocation services are provided beyond the core budget limits at $42.05/hour plus rental costs of various materials.
Premium Services None
Service Cost Exclusions Palm Desert, Natural Reserves, CE-CERT, off-campus leased space
SERVICE LEVEL AGREEMENT
Facilities SLA Page 11 of 11 [Back to Table of Contents]
Name of Service: Compliance & Safety/Preventive Maintenance
Brief Description of Service:
Services provided to meet compliance with local, state, and federal regulations. Preventative maintenance to minimize downtime and maximize equipment and building systems efficiency and lifecycle.
Web Address facilities.ucr.edu/services
Service Level Agreement Specifics/Requirements of Service:
Services are provided as mandated by applicable safety/compliance legislation or based on manufacturer specifications in the following areas:
Building Mechanical and HVAC/Refrigeration
Electrical/Lighting
Fire and Life Safety Systems
Metal Fabrication
Plumbing
Service Response Times
Work is performed utilizing available Facilities Services resource allocations to meet local, state, and federal regulations.
Staffing Requirements 2.50 FTE
Recharge Services None
Premium Services None
Service Cost Exclusions Palm Desert, Natural Reserves, CE-CERT, off-campus leased space
