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 or (415) 405-0579. 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.
What to Include on a Service Request
When you initiate a service request, we will need the following information:
Description of the Problem
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 or (415) 405-0579.
Prioritization and Timelines of Service Requests
Service Request Priority Guidelines
The Customer Service Center prioritizes service requests according to the nature of 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.
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:
Priority 1 - Emergency Requests
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.
Priority 2 - Urgent Requests
Urgent requests are typically those for which the work is considered to be important, but which may not qualify as emergent. Priority requests typically include conditions that immediately affect the continued performance of housing, 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.
Priority 3 - Routine Requests
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 completed usually within two (2) weeks. To submit a routine service request:
Priority 4 - Specialized Requests
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.
- 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.
- The Facilities Services Housing Operations Maintenance and Housekeeping staff reserves the right to enter student bed-space units for the purposes of emergency, health, safety, maintenance, management of applicable rules and regulations, or for any other lawful purpose.
- Employee & Family Housing (EFH) and legacy tenants will be given 24 hours’ notice for entry, except in the case of a fire/life/safety emergency.
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 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.