TE_5.1-002-_Service_Order_(SO)_Priority_Classifications.doc

TECHNICAL EXHIBIT 5.1-002

SERVICE ORDER (SO) PRIORITY CLASSIFICATION

TECHNICAL EXHIBIT 5.1-002

SERVICE ORDER (SO) PRIORITY CLASSIFICATION

Service orders will be classified based upon the following priority system:

(1) Emergency (Priority 1) SOs: Service orders are classified as Emergency (Priority 1) SOs when immediate action is required to eliminate life threatening or serious injury hazards to personnel, prevent loss or damage to Government property, ensure security to sensitive government property, restore essential services, or respond to commercial priorities. Priority 1 SOs are completed within24 hours of the request, unless the urgency of the work has been reduced to a Priority 2 or 3. Priority 1 SOs may require diverting mechanics from other jobs or calling individuals in on overtime during off-duty hours, weekends and holidays. Some examples of Priority 1 SOs include, but are not limited to, the following:

(a) An odor of natural gas or gasoline.

(b) Electrical problems which could lead to personal harm, damage to property, or result in a power failure affecting occupied buildings.

(c) Loss of heat when ambient temperature is expected to drop below 44 o (d) Serious (e, g, loss of service and/or property damage) water leaks or low water pressure in distribution system.

(e) Breakdown of refrigerators, water heaters, cooking ranges, kettles, ovens, grilles, dishwashers, or other primary kitchen or cold storage equipment in mess halls, club/, and classroom facilities.

(f) Restriction or stoppage of plumbing fixtures, inoperable commodes, or drain lines where alternate facilities are not available.

(g) Loss of air-conditioning where it is required for data processing, medical facility rooms, communications, critical supplies, or a complete loss of air-conditioning in major high occupancy buildings as in accordance with the Exception of Policy list as provided by the Government or as otherwise.

(h) Door and lock repair, where it is necessary to close buildings, allow access, and individual living quarters for security. Priority 1 applies when the facility must be secured prior to occupants leaving for the day.

(i) Broken glass where it is necessary to close a building for security or to preclude more serious weather damage. Priority 1 applies when the facility must be secured (with plywood) prior to occupants leaving for the day. Replacement of the glass will require a separate, Priority 3 SO due to material lead time.

(j) Loss of major sections of complete roofing systems. Response would consist of securing facility from further damage until repair is accomplished.

(k) Problems arising from flooding, such as basements, streets (resulting from stopped storm sewers or drains, etc.) sewage pumping stations.

(l) Problems arising from fires (typically cut electrical service, correct low water pressure, perform work to prevent further damage such as repair/patching of roofs and window openings)

(m) Inoperative Water Heater.

(n) Accidental lock-ins of children.

(o) Obstruction lighting (investigation prior to calling contractor to repair).

(p) Maintaining passable roads and bridges during inclement weather (snow and ice) conditions.

(q)Critical safety problems that present an eminent safety or health hazard or eminent major property damage (r)Damaged trees or tree limbs that pose an eminent safety hazard or eminent property damage (s)Road hazards that pose an eminent safety hazard or potential of major damage to vehicles (t)Inoperable Fire Alarm Systems

(2) Urgent (Priority 2) SOs: SOs are classified as Urgent (Priority 2) SOs when the failure in service does not immediately endanger personnel or property, but would soon inconvenience and/or affect the security, health, or well-being of personnel. Priority 2 SOs are also those that correct a condition which could become an emergency, respond to a command emphasis, or aid an activity in accomplishing its mission. Priority 2 SOs are completed within seven calendar days. IAW USAIC 420-8. Some examples of Priority 2 SOs include, but are not limited to, the following:

(a) Electrical problems determined not to be a threat to life, property, safety or health unless left unattended.

(b) Breakdown of refrigerators, water heaters, cooking ranges, kettles, ovens, grilles, dishwashers, or other primary kitchen or cold storage equipment in mess halls, club/exchange facilities, and classroom facilities when breakdown will not prevent service and backup is available.

(c) Insufficient hot water or warm water (adversely affects basic mission or functionality) in living area, medical facilities, mess halls, etc.

(d) Minor water leaks where no damage to property is likely to occur.

(e) Minor refrigeration problems where spoilage of food is not imminent.

(f) Operational problems with indoor/outdoor pools.

(g) Restriction or stoppage of plumbing fixtures, inoperable commodes, or drain lines where alternate facilities are available.

(h) Inoperable lighting fixtures.

(i) Damaged trees or tree limbs that have the potential of adversely affecting safety or cause property damage.

(j) Road hazards that have the potential of adversely affecting safety or cause damage to vehicles.

(k) Inoperable Exit Signs

(l) Inoperable Emergency Lights.

(3) Routine (Priority 3) SOs: SOs are classified as Routine (Priority 3) SOs when the work does not qualify as Emergency or Urgent. Priority 3 SOs are completed within 30 calendar days of receipt.

(4) High Profile/High Traffic SO’s: High Profile/High Traffic SO’s are SO’s that result from the daily (weekday) walk through of high profile and high traffic areas by a representative of the Contractor and a representative of the Government in specific areas. These areas include Building 4, or other buildings as required by these users. High Profile/High Traffic SO’s shall have action initiated on them by the end of the business day. The Contractor shall record these SO’s in a manner consistent with other SO’s.

Note: The definitions and classification standards contained in this technical exhibit are current as of January 2014, and are subject to change due to changes in command emphasis and missions.