Case Priorities
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When a problem or incident is reported to Maintenance Essentials, several factors need to be considered to .
Priority is determined by a range of factors to determine the Priority or Importance of the '''Case'''. These include; ''Client need, Consequence, Functionality, Condition, Exposure, Likelihood and the Area affected''. Maintenance Essentials has documented an algorithm that considers each of these factors to determine each case's priority.
For the purposes of this document, a '''Case''' is a any problem, incident or event reported to Maintenance Essentials by a ''customer'', ''customers representative'' or ''employee'' that needs to be tracked or managed.
Examples of a case;
- Smoke detector is found faulty during a routine inspection or test
- Sprinkler leaking or damaged as a result of being hit
- Extinguisher discharged after being used in a fire
- Bell not working
- Batteries failed a simulated load test
Priority, Response and Resolution Times
| Priority | Description | Response Time | Resolution Time |
|---|---|---|---|
|
1-Critical |
Critical response required due to failure of systems or equipment affecting an entire system or complete building that directly interrupts business operations and occupants. | 2 Hours | 4 Hours |
|
2-Urgent |
Urgent response required due to the failure of systems or equipment affecting a single floor or not less than 2000m2 of a property that is almost certain to interfere with business operations and occupants. | 4 Hours | 8 Hours |
|
3-Important |
Normal request or fault that is likely to affect, eventually or directly, the business operations and occupants. | Within 24 hours | Within 48 hours |
|
4-Normal |
Low level request that will not affect business operations or occupants. | Within 7 days | Within 14 days |
|
5-Low |
Long term activity that does not affect the operations of the site or occupants. Can be scheduled as a maintenance item for the next maintenance period. | Within 30 Days | As scheduled |
|
6-Scheduled |
Scheduled event or action, as agreed with the customer. | As agreed | - |
|
7-Observation |
An observation made that identifies a potential issue or recommendation that may affect the performance of a system or equipment | - | - |
