Facility Management Infrastructure Division G Service Level Agreement. Service Level Agreement Facility Management 2016

Transcription

1 Service Level Agreement Facility Management January 2016

2 Contents 1. Service Level Agreement Facility Management Cleaning Waste disposal Building technology Intervention times, fault elimination and repairs Minor renovations < CHF 10, Property maintenance Information and Service Centres (ISCs) Green area management Carpenter s workshop Events and activities Price list for additional services / 9 1 January 2016

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4 1. Service Level Agreement Facility Management Basic principle Services rendered for ordinary academic and research operations and for the infrastructure divisions are covered by the Building management basic mandate and are not charged. Purpose of this document - To define those services which are covered by the Building management basic mandate and those which are subject to a charge. - To communicate with customers. - To provide a basis for the tendering of services. Adoption and approval of the service levels The moderate adjustments to the service levels were adopted on 27 January 2016 at the meeting of the management of the Facility Management Infrastructure Division. Validity - The service levels are binding for all building divisions. In exceptional cases, the management of the Facility Management Infrastructure Division can, in consultation with customers, adapt these service levels in line with the prevailing conditions. Deviations must be recorded in writing in the building management concepts. - Valid from 1 January Replacement of the service levels from January Affiliated organisations For organisations affiliated with the ETH Zurich, such as the ASVZ, SV (Schweiz) AG and so on, separate service agreements shall be concluded in consultation with the manager responsible for external organisations in the Finance and Controlling Infrastructure Division. 4 / 9 1 January 2016

5 1.1 Cleaning Cleaning service level Legend 1 = 1 x per week 2 = 2 x per week 4 = 4 x per week 5 = 5 x per week 10 = 5 x per week / 2 x per day M = 1 x per month H = 2 x per year = 1 x per year = every 1 to 3 years Office Laboratories Conference rooms Public recreation rooms / spaces Assigned recreation rooms Workshops Foyer / entrance hall Classrooms, auditoriums Toilets (highly frequented) Toilets (less frequented) Cleaning Visual inspection of the workstations, floor coverings and doors. Spot cleaning where required. Cleaning according to floor covering, fullsurface wet mopping / full-surface vacuum cleaning Windows Checking, emptying, refilling Emptying waste-paper baskets and dustbins and replacement of transparent bin bags Soap dispensers, towel rolls, paper towels, toilet paper, disinfectant Dust removal Furniture up to 1.80 m M M M M M - - M - - Sills, empty surfaces, dusting off display items Accessible radiators, skirting boards, dusting off fire extinguishers M M M M M H H M 10 - H H H H H H H H H H Any additional services or increase in cleaning intervals are supplementary services, the costs of which are charged to the customer. 5 / 9 1 January 2016

6 1.2 Waste disposal The waste materials listed below are collected separately, recycled or properly disposed of in all building divisions: Paper/cardboard Fluorescent tubes Wood waste Industrial waste Electronic waste Green waste and compost (partially) Glass Batteries Nespresso capsules (partially) Metal PET Aluminium (partially) 1.3 Building technology The servicing, maintenance and repair of technical facilities which form part of the building basic building infrastructure are basic services. The servicing, maintenance and repair of institutional facilities (decentralised facilities in the research areas) and technical facilities that are closely linked with the special research facilities in the laboratories are the responsibility of the relevant institutes / departments. The interfaces between the building technology service processes and other organisational units / building users are shown in the directive W Zentrales Schnittstellenpapier ( W Central interface document ). In the directive W Zentrales Schnittstellenpapier ( W Central interface document ), all technical facilities are recorded in accordance with the identification system used by ETH Zurich. For the different types of facilities, a description of the competences and responsibilities which apply fin normal cases is included above each type. Interface agreements for special and exceptional cases must be agreed individually on the basis of the directive W Zentrales Schnittstellenpapier ( W Central interface document ) within a supplementary agreement for special facilities. The template V: Zusatzvereinbarung für Spezialanlagen ( V: Supplementary agreement for special facilities ) serves as a guide for drawing up such agreements for special facilities in terms of content, structure and form. 1.4 Intervention times, fault elimination and repairs Faults are rectified and repairs carried out in accordance with four different intervention levels / alarm categories. - Intervention level 1 applies in cases where there is a risk of fire, burglary or endangerment of persons and animals. - Intervention level 2 applies in cases where buildings, facilities and equipment are at risk. - Intervention level 3 applies in the case of technical faults which do not pose an immediate threat to buildings, facilities and equipment. 6 / 9 1 January 2016

7 - Intervention level 4 applies in the case of maintenance notifications. No direct intervention is required. From intervention level 3 upwards, notifications should be issued via the Property Services reporting portal Intervention level 1 Alarm category 1 Intervention level 2 Alarm category 2 Intervention level 3 Alarm category 3 Intervention level 4 Alarm category 4 Intervention time 15 minutes Intervention time 15 minutes Service completion within 5 working days Service completion according to agreement Fire, burglary, endangerment of persons and animals Buildings, facilities and equipment Reporting of technical faults via reporting portal Maintenance notifications 1.5 Minor renovations < CHF 10,000 - Minor renovations involving necessary repairs are covered by the basic mandate and are not subject to a charge. - Minor renovations not involving repairs are basically supplementary services, the costs of which are charged to the customer. - The building division has the power to bear part of the costs in line with its budget. - A detailed written quote is drawn up by the building division. 1.6 Property maintenance - General caretaker services such as making rounds, providing information and so on - Opening and locking buildings - Waste disposal - Maintenance and support services for public photocopiers - Snow clearance (no surface treatment following snow removal) - Room signage - Minor repairs to building facilities - First-level support for multimedia services - Quality assurance of cleaning - Small general jobs lasting < 1 hour The costs of extra work lasting > 1 hour shall be invoiced after prior consultation with the customer; amounts < CHF 300 are not charged. 7 / 9 1 January 2016

8 1.7 Information and Service Centres (ISCs) - The general opening hours are from 8:00 a.m. to 12:00 p.m. and from 1:00 a.m. to 5:00 p.m. The opening hours of the different building divisions may vary and are published on the website. - 80% of customers can reach an ISC within five minutes. - Notifications to the ISC can be submitted at any time via the Property Services reporting portal ISC locations Zentrum ET - ETZ E 60.1 HG - HG D 61.1 ML - LEE F314 RZ - RZ E 15 UN - CAB F 41.1 Hönggerberg HC - HCI E 3.1 HI - HIL D 25.3 HP - HPV F 54/55 ISC services General information Issuing parking cards Key and lock cylinder management Room signage Acceptance of orders for services provided by the Facility Management Infrastructure Division Programming ETH cards Reporting office for faults and defects Lost property office First aid service 1.8 Green area management - Upkeep and maintenance of outdoor green areas - Organic waste removal - Supplementary services: - Consulting for designing interior green spaces - - Guided garden tours 8 / 9 1 January 2016

9 1.9 Carpenter s workshop - Building maintenance with a focus on repairing windows and doors - Assembly of interior furnishings - Furniture repairs - Assistance with internal exhibitions - Supplementary services: - Special commissions for the Facility Management Infrastructure Division, the Real Estate Infrastructure Division and institutes for research purposes (the costs of the material used are charged to the client). For all further services, charges for the time required and the material used apply Events and activities The Office for Events and Services at ETH Zurich is the central coordinating office for events, activities and permits. As a basic principle, ETH Zurich s events policy, the Regulations on Room Use at ETH Zurich and the scale of charges associated with the Regulations on Room Use for Events and Activities shall apply. - The procedure for running events and activities is set down in writing in the QM document Events und Veranstaltungen ( Events and activities ). - Events for the Executive Board are assessed individually and included in the basic offer by the management of the Facility Management Infrastructure Division (ETH Day, Polyball). - No charges apply to events and exhibitions relating to ordinary academic and research operations, such as the annual architecture exhibition in the HIL and HG buildings. - Charges apply to commercial events. - The coverage of the costs for events can be approved by the management of the Facility Management Infrastructure Division and may be paid from the Facility Management Infrastructure Division s event fund. - Expenses for work lasting < 1 hour are not charged. - Expenses for work lasting > 1 hour shall be charged after prior agreement. Amounts < CHF 300 are not charged. - A detailed written quote is drawn up by the appropriate building division before the event takes place. - Registration for small-scale events can take place via the Property Services reporting portal Price list for additional services The price list for additional services in 2016, dated 1 January 2016, shall apply. 9 / 9 1 January 2016