Service
Level
Agreement
University Facilities
July 1, 2024
UNIVERSITY FACILITIES
SERVICE LEVEL AGREEMENT
TABLE OF CONTENTS
1.0 Service Level Agreement Overview 1
2.0 Description of Services 1
3.0 Service Costs 5
4.0 Service Provider Responsibilities 5
5.0 Problem Management 7
6.0 Key Performance Indicators and Metrics 10
7.0 Periodic Review Process 11
8.0 Out of Scope Services 11
UNIVERSITY FACILITIES
SERVICE LEVEL AGREEMENT
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1.0 SERVICE LEVEL AGREEMENT OVERVIEW
This Service Level Agreement (SLA) is intended to identify the basic services, and any optional
agreed upon services provided by University Facilities. University Facilities is comprised of
Facilities Operations (Custodial/Housekeeping, Maintenance and Grounds), Facilities
Infrastructure (Utilities O&M) and Construction/Renovation Project Management.
This SLA covers the period from July 1, 2024 to June 30, 2025 and will be reviewed and revised
at the end of this period.
2.0 DESCRIPTION OF SERVICES
The following represents the baseline services as currently provided by University Facilities.
Environmental Services
Baseline services provide a hazard free environment and cleaning services to all academic,
research and administrative buildings. Range of services includes building entrances, elevators,
stairwells, corridors, bathrooms, common area kitchens, lounges, faculty and staff offices,
classrooms and other miscellaneous areas. Services include:
• Floor Care
• Recycling/Trash Removal
• Clean/Sanitize
• Provide Soap, Plastic Bag and Paper Products for Bathrooms/Kitchens
Services outside the day-to-day scope are available at an additional cost (see section 8.0).
Task
Entrances,
Public Areas,
Corridors and
Common Area
Kitchens
Private Offices
Research
Labs
Auditoriums,
Classrooms,
Computer Labs,
Teaching Labs,
Lecture Halls
Seminar Rooms
Conference Rooms,
Open Office Areas
Staircases and
Landings
Clinical,
Exam,
Treatment
Rooms; Public
Restrooms
GENERAL
Clean entry
area glass
Weekly
N/A N/A N/A N/A N/A
Dust and clean
horizontal
surfaces,
unencumbered
furnishings,
remove
trash/recycling
As needed
Weekly
As determined
necessary by EVS
As determined
necessary by EVS
Weekly
Daily
Clean and sanitize
water
fountain/bottle fill
stations
Daily
N/A
N/A
N/A
N/A
Daily
UNIVERSITY FACILITIES
SERVICE LEVEL AGREEMENT
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Task
Entrances, Public
Areas, Corridors
and Common
Areas Kitchens
Private Offices
Research Labs
Auditoriums,
Classrooms,
Computer Labs,
Teaching Labs,
Lecture Halls
Seminar Rooms
Conference Rooms,
Open Office Areas
Clinical, Exam,
Treatment
Rooms; Public
Restrooms
Clean and
disinfect fixtures
N/A N/A N/A N/A N/A Daily
Clean boards
erasers, chalk
trays/replenish
supplies as needed
N/A
N/A
N/A
While in use
N/A
N/A
FLOOR CARE
Mop floor or
vacuum/spot clean
floors and carpet
Bi-weekly
As determined
necessary by EVS
As determined
necessary by EVS
While in use
Weekly
Daily
Restore carpet and
floor finishes
This
is now outside of
the SLA
As determined
necessary by EVS
N/A
N/A
N/A
N/A
As needed
RECYCLING / TRASH
Empty Trash
containers
Daily
Weekly Weekly Daily Weekly Daily
Building Maintenance
Provides limited routine maintenance and general repair services to the campus inclusive of
mechanical/ electrical, heating and cooling, life safety system inspections, glass repair, domestic
hot water, plumbing, roof repairs and other building related activities. In addition, various
preventive maintenance programs are undertaken on a periodic basis for asset preservation that
are carried out through scheduled preventive maintenance programs in accordance with the
manufacturer’s recommendations.
Mechanical Maintenance Services are completed by service type.
Emergencies such as adverse weather conditions, and other demands may affect service delivery.
For emergency service requests please contact the appropriate Facilities Call Center outlined in
Section 5.0.
Renovations and planned projects outside the day-to-day scope are available at an additional cost
(see section 8.0).
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SERVICE LEVEL AGREEMENT
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Priority/Type Definition Response Time Descriptive Text
EXPEDITED SERVICES
Emergencies/
Urgent
Fire, health, and safety items
that demand immediate
response to protect lives,
research activities, and
property.
Immediate response
to alleviate critical
situation.
Permanent repair
may occur
later.
Unscheduled and/or service work requiring a
response to remedy an emergency or urgent
situation. Flood, fire, intrusion of wildlife, climate
control, water temperature, lighting, and any other
critical situation deemed hazardous.
ROUTINE
Preventive
Maintenance
Work that is planned and/or
scheduled supporting the
University's asset preservation
strategy.
As required by
regulatory
compliance or
manufacture's
recommendation.
Scheduled planned maintenance to increase system
reliability and help decrease system failure.
Designed, developed, and implemented on
manufacturer's recommendation and industry
standards, maximizing equipment life.
GENERAL
Scheduled
Maintenance
Normal maintenance or service
items that do not pose an
immediate risk to life, research
activity, property, or systems
and equipment.
Within 120 days
based on
parameters and
staffing levels.
Scheduled in-house maintenance to building
envelope, equipment, systems, electric and water
distribution, or any other repair requiring
mechanical maintenance and/or outside contractor
support.
ENHANCED
Renovation and
Enhanced
Services
Customer requests for small
aesthetic projects and
additional services scheduled
for a specific date.
Per mutual agreement
Requests handled on a planned/scheduled basis and
are funded by the customer. Advance coordination
with the requestor is typically required to allow
scheduling of personnel or space, and receipt of
materials. Specific date requests should receive a
response in a minimum of 10 days after submittal of
the request.
Grounds and Roads
Grounds Services are provided to insure a safe, aesthetically pleasing, and clean outdoor
environment on all campuses. Emergencies such as adverse weather conditions, other demands
and staffing levels may affect service delivery. For emergency service requests please contact the
appropriate Facilities Call Center outlined in section 5.0. Services outside the day-to- day scope
are available at an additional cost (see section 8.0).
UNIVERSITY FACILITIES
SERVICE LEVEL AGREEMENT
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Provides general lawn, shrub and tree care, landscape design and planting, snow removal, storm
drain and parking lot maintenance.
• Mowing, seeding, watering, fertilizing of lawns and weeding, edging, and blowing off
walkways
• Empty trash/recycling containers, pick up litter, clean off graffiti, and sweeping
• Tree pruning, disease monitoring, and tree removal
• Maintaining/watering of shrubs, flowers and other plantings
• Maintaining/cleaning storm drains, fences, retaining walls, flag poles and outdoor
furniture
• Snow removal/maintenance of roads, parking lots, and walkways
Task Building & Mall Areas, Bus
Stops, Hardscapes
Low Mow, No Mow,
Farms, Meadows
Mowing, weed whip, blow off walks 18 x per year if needed As Needed
Edge walks
Quarterly if needed
As needed
Seeding, fertilization; disease & pest control As needed As needed
Annual and perennial planting – Limited areas only
Spring & Fall N/A
Safety pruning of trees and scrubs As needed As needed
Empty trash/recycling, pick up litter
1 – 5 x per week
As Needed
Remove graffiti and non-approved postings As Needed As Needed
Maintenance/Cleaning of outdoor furnishings, paths
of travel and gathering spaces.
As Needed
Monthly As Needed
Storm water inspections As Needed As Needed
Sweeping/maintenance streets and parking lots
Monthly Monthly
Roadways, sidewalks, parking lots
As needed As needed
Infrastructure (Utilities O&M)
The Facilities Infrastructure (Utilities O&M) Services group operates the university’s heating,
solar array, electrical, Chilled Water, Cooling and water supply plants. It provides a constant
presence to operate large equipment and to respond to Facilities emergencies off hours. Utilities
procures and distributes energy, heat and cooling, water, gas, and storm water and sewage
to/from buildings and land. Utilities also monitors and maintains building controls systems and
maintains elevators, lifts and escalators.
UNIVERSITY FACILITIES
SERVICE LEVEL AGREEMENT
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Construction/Renovation Project Management
It is important to note that the services of Construction/Renovations Management are not
included or funded by the Cost Pools outlined in Section 3.0. The services outlined below are
fee based and funded by the school, unit or Chancellor, see Section 8.0.
Construction/Renovation Project Management Services provides comprehensive professional
construction project administration services to the university community for all University
owned facilities enterprise wide. Two units within University Facilities manages projects,
Project Services and Renovations and Infrastructure.
Project Services manages large projects exceeding $5 million on all campuses and projects
under $5 million for RBHS and Newark. Renovation and Infrastructure manages projects under
$5 million for New Brunswick, and Camden.
3.0 SERVICE COSTS
Note: “Operations and Maintenance” RCM Metric uses space data from Archibus. O&M
costs are determined for all units based on the unit’s proportional share of space.
Cost
centers O&M costs are then allocated to the responsibility centers based on the appropriate cost
pool allocation.
Note: “Utilities” RCM Metric: Building utilities are allocated directly to the building occupants
based on the proportional share of space they occupy. Metric used is space data from Archibus.
Cost centers’ utilities costs are then allocated to the responsibility centers based on the
appropriate cost pool allocation. Remaining utility expense, not directly charged, are allocated
via the G&A metric.
In developing the fiscal operating budget (Cost Pool), there are numerous assumptions and
sensitivities that are addressed. These include but are not limited to:
1. Variations in energy consumptions associated with the uncertain northeast climate.
2. Worldwide energy commodity cost fluctuations associated with demand and supply
considerations including electricity, natural gas, and oil.
3. The continuing escalation of deferred maintenance resulting from an aging facilities and
utilities infrastructure and a rise in annual work order requests.
4. Changes in aligned employees collective bargaining agreements.
5. Fluctuation in fringe benefit rates.
6. Rise in contract, equipment and supply costs.
7. Unforeseen natural disasters and public safety events.
8. State and Federally mandated regulatory requirements.
4.0 SERVICE PROVIDER RESPONSIBILITIES
Environmental Services is responsible for cleaning and maintaining more than 24 million square
feet of space in over 1,000 buildings. The frequency with which these services are provided is
contingent upon the area being cleaned and activity levels. For example, restrooms are routinely
UNIVERSITY FACILITIES
SERVICE LEVEL AGREEMENT
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cleaned and inspected throughout the day. Trash and recycled bins must be emptied by the
occupant. Emergencies such as adverse weather conditions, and other demands may affect
service delivery. For emergency service requests please contact the Facilities Call Center at 848-
445-1234. Services outside the day-to-day scope are available at an additional cost (see section
8.0).
Environmental Services Operations Service Types
STANDARD
Environmental Services standard practices are at a reduced commercial property level of
cleanliness, sanitation, safety, and aesthetics. EVS’ tasks and frequency standards are currently
accepted throughout the Professional Custodial Industry.
SPECIALIZED
Environmental Services that are provided as a specialized service beyond the normal day to day
activity. Services may include assistance with pest control or clean-up from emergency
situations such as a flood, fire or vandalism.
Mechanical Maintenance Operations Service Types
STANDARD
Emergency and urgent response to alleviate, isolate, and contain a critical situation and to
eliminate the risk of further deterioration. Routine preventative maintenance and service to the
building envelope, equipment and systems that do not pose an immediate risk. Includes work
that can be responded to on a planned and scheduled basis.
SPECIALIZIED
Routine preventative maintenance, regulatory compliance, life safety, fire/sprinkler code
compliance, environmental safety and services to equipment and systems that do not pose an
immediate risk. Includes work that can be responded to on a planned and scheduled basis.
Grounds Operations Service Types
STANDARD
Grounds maintenance standard practices are at a reduced commercial property level for
cleanliness, safety, security, and aesthetics. Grounds Services tasks and frequencies will
adequately address the landscape maintenance needs of the university.
SPECIALIZED
Specialized maintenance practices are designed to show case the natural beauty of site features,
vegetation, and to sustain ecosystems. Intensive establishment procedures may span several
years for naturalistic plantings such as meadows, low mow, and no mow areas where
maintenance is less frequent.
Infrastructure (Utilities O&M) Services
• Constant Presence: Equipment Operators and Mechanical coverage are on site 24 hours
per day, seven days per week to operate large equipment such as boilers, chillers, cooling
UNIVERSITY FACILITIES
SERVICE LEVEL AGREEMENT
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towers, and cogeneration equipment; perform general inspections of Utilities equipment;
and respond to Facilities emergencies and assist Campus Safety off hours.
• Energy Procurement and Monitoring: Manage procurement of electricity, natural gas,
and water.
• Central Plants and Distribution: Maintain, repair, and operate numerous central plants
providing hi-temp hot water, domestic hot water, chilled water, and electricity. Also
includes maintenance and repair of hot water, chilled water, domestic water, storm water
and sewage pipes and related structures. Electrical distribution includes aerial and buried
electrical cables, numerous substations and transformers, and solar fields.
• Building Monitoring Systems and Sustainability: Maintain and repair building
monitoring systems to track energy use and make adjustments to major equipment
remotely. Promote energy conservation and support sustainability initiatives.
• Elevators: Manage the maintenance, repair and upgrades for all elevators at the
University.
5.0 PROBLEM MANAGEMENT
Service issues are directed to the Facilities Call Center during business hours or to Rutgers
University Police Department off hours. Significant or unresolved issues will be raised to the
level as noted in section 5.1.
• Web – http://facilities.Rutgers.edu/submit -a-maintenance-service-request-NEW
• Call Center 848-445-1234, 8:00am – 4:30pm, Monday – Friday
• Afterhours, weekends and holidays 848-932-7211
5.1 SUPPORT & PROBLEM ESCALATION CONTACT LIST – CLASSROOMS, LABS, CLINICS,
INSTITUTES, CENTERS AND ADMINISTRATIVE BUILDINGS
Support Help Line Facilities Operations
Name Role Phone Email
Service Call Center
NB/P
Work Control NB/P 8:00AM –
4:30PM, M-F
848-445-1234 https://apps.ufcp.rutgers.edu/CR/L
ogin?ReturnUrl=% 2fcr
Service Call Center
RBHS
NB/P
WORK CONTROL RBHS
CENTRAL NB
WORK CONTROL RBHS
CENTRAL P 8:00AM –
4:30PM, M-F
732-235-6210
732-235-4663
https://apps.ufcp.rutgers.edu/CR/L
ogin?ReturnUrl=% 2fcr
RUPD
NB/P
AFTER HOURS/WEEKENDS
4:30pm-8:00am NB/P/RBHS
CENTRAL NB/P
848-932-7211
N/A
UNIVERSITY FACILITIES
SERVICE LEVEL AGREEMENT
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Name Role Phone Email
Service Call Center
NEWARK
Work Control Newark 8:00AM –
4:30PM, M-F
973-353-5441
https://apps.ufcp.rutgers.edu/CR/L
ogin?ReturnUrl=% 2fcr
RUPD
NEWARK
AFTER HOURS/WEEKENDS
4:30pm-8:00am RBHS
NEWARK/NEWARK
848-932-7211 N/A
Service Call Center
CAMDEN
Work Control Camden 8:00AM -
4:30PM, M-F
856-225-6300 https://apps.ufcp.rutgers.edu/CR/L
ogin?ReturnUrl=% 2fcr
RUPD
CAMDEN
AFTER HOURS/WEEKENDS
4:30pm-8:00am -
Camden
856-225-6111
N/A
Support Contacts Facilities Operations
Nicole Catalano
Operations Coordinator
NB/P/RBHS Central
848-445-3794 nicole.Catalano@Rutgers.edu
Rona Lehtonen
Director NB/P/RBHS Central 848-445-2851 rona.lehtonen@Rutger.edu
Yohanna Alcantara
Assistant Director Newark 973-353-1177 yohanna.alcantara@rutgers.edu
Gary Formasano
Facility Manager RBHS Newark
848-200-8002
gary.formisano@rutgers.edu
Nick Matteo
Operations Coordinator Camden 856-225-6300 camdenfms@ipo.rutgers.edu
Escalation Contacts – Level 1 Facilities Operations
Kevin Skully
Associate Director CAC/B
732-558-0732
kevin.skully@rutgers.edu
Jeffery Williams
Associate Director C/D- L
848-565-0399 jeffery.Williams@Rutgers.edu
Thomas Celentano
Supervisor RBHS Central
848-565-1038 thomas.celentano@rutgers.edu
UNIVERSITY FACILITIES
SERVICE LEVEL AGREEMENT
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Name Role Phone Email
Camden Boiler Room
Shift Person On-Duty 856-225-6206 N/A
Chris Small
Area Manager Camden 732-433-1003 [email protected]
Escalation Contacts – Level 2 Facilities Operations
Boyd Moore
Senior Director NB/P 732-801-7018 boyd.moore@rutgers.edu
Wayne Persad
Senior Director RBHS
NWK/Newark
848-336-0415
wp204@ipo.rutgers.edu
Christopher Pepsin
Director RBHS Central 732-770-6075 pepsincj@ipo.rutgers.edu
Michael Fitzgerald
Associate Director Camden 848-239-0456 mike.fitzgerald@rutgers,edu
Escalation Contacts – Level 3 Facilities Operations
Michael Manchello
Associate Vice President 848-445-3705 michael.manchello@rutgers.edu
John Shulack
Vice President 848-445-2460 john.shulack@rutgers.edu
Support Help Line Infrastructure (Utilities O&M) Services
Facilities Service
Call
Center
Business Hour Response 848-445-1234 N/A
Support Contacts Infrastructure (Utilities O&M) Services
Rutgers Police
Off Hours Response 732-932-7211
N/A
Theodore Elonis
Plants and Distribution 848-445-0299 theodore.s.elonis@rutgers.edu
Glenn Vliet
Electric, Elevators, Cooling 848-445-3714 glenn.vliet@rutgers.edu
Escalation Contacts Infrastructure (Utilities O&M) Services
Janice L Davey
Renovation and Infrastructure
Services
848-445-2466 janice.l.davey@rutgers.edu
John Shulack
Vice President 848-445-2460 john.shulack@rutgers.edu
UNIVERSITY FACILITIES
SERVICE LEVEL AGREEMENT
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Name Role Phone Email
Support Contacts Construction / Renovations Project Management
John M. Fritzen
Director, MEP 848-445-2842 John.Fritzen@rutgers.edu
Chris J. Hack
Director, Architectural 848-445-2844 [email protected]
Zaydie Rodriguez-
Chadwick
Assistant Director, Renovations 848-445-2485
zaydie.chadwick@rutgers.edu
Thomas M. Boland
Director, Rutgers Newark Projects
973-353-1108 Thomas.Boland@rutgers.edu
Shailesh “Shai” Patel
Director, RBHS Projects 848-445-2258 Shai.Patel@rutgers.edu
Escalation Contacts Construction / Renovations Project Management
Janice L. Davey
Assistant Vice President
UF-R&I
848-445-2466 Janice.L.Davey@rutgers.edu
Nicholas L. Fabbroni
Assistant Vice President UF-PS 848-445-2286 Nick.Fabbroni@rutgers.edu
John Shulack
Vice President 848-445-2460 john.shulack@rutgers.edu
6.0 KEY PERFORMANCE INDICATORS AND METRICS
Facilities Operations:
• Facilities survey results
• Preventive maintenance work orders processed
• Service work orders processed
• Service received response
• Cleanliness satisfaction
Infrastructure (Utilities O&M)
• Reliability of provision of utilities
• Incident response time
• Impairments
• Notifications
UNIVERSITY FACILITIES
SERVICE LEVEL AGREEMENT
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7.0 PERIODIC REVIEW PROCESS
This SLA is a living document and will be reviewed and updated at a minimum of once per fiscal
year. Contents of this document may be amended as required, provided mutual agreement is
obtained and communicated to all affected parties.
8.0 OUT OF SCOPE SERVICES
For service requests, which are determined to be enhanced (fee based), billable rates will be
based on labor hourly rates plus material. The labor rate will be established each year and
subject to change caused by collective bargaining settlements and fringe benefit increases. The
service unit will provide an estimate of costs to the requesting unit and the requesting unit will
issue an internal purchase order or transfer funds based on the estimate prior to the service unit
commencing the work. A final invoice will be issued at the end of the work.
Examples of an enhanced service for Facilities Operations:
• Items added to offices such as outlets or lighting not included in the original design
• Services within specialized labs and vivariums
• New carpet or painting prior to scheduled replacement
• Window washing
• Special plantings
• Interior building signage
ENVIRONMENTAL ENHANCED SERVICES
Departmental requests outside standard services are funded by the customer and can be arranged
using the on-line ENHANCED SERVICES request form available through the Rutgers
University Facilities website.
MECHANICAL MAINTENANCE OPERATIONS ENHANCED SERVICES
Departmental requests outside routine maintenance, such as expedited paint, carpet
removal/installation, and minor projects, are handled on a planned and scheduled basis and
funded by the customer. Requests require advanced coordination and can be purchased using the
on-line ENHANCED SERVICES request form available through the Rutgers University
Facilities website.
GROUNDS OPERATIONS ENHANCED SERVICES
Departmental requests and increased frequencies outside standard services are funded by the
customer and can be arraigned using the on-line ENHANCED SERVICES request form
available through the Rutgers University Facilities website.
Billable rates will be based on labor hourly rates plus material (if materials are needed). The
labor rate will be established each year. The service unit will provide an estimate of costs to the
requesting unit and the requesting unit will issue an internal purchase order or transfer funds
based on the estimate prior to the service unit commencing work. A final invoice will be issued
at the end of the work.
UNIVERSITY FACILITIES
SERVICE LEVEL AGREEMENT
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CONSTRUCTION / RENOVATION PROJECT MANAGEMENT
Construction/Renovation Project Management Services are responsible for the construction of
new facilities and renovations to existing facilities. Services include developing the scope and
cost of the requested work, design of the project utilizing outside consultants or facilities design
professionals, selection of and bidding for construction contractors, commissioning of the
building and coordination and relocation of occupants. This group also handles construction
contract administration. The group consists of experienced planning, design and construction
professionals who interact with vendors, customers and other university service departments.
• Programing: Interview client and compile space needs.
• Schematic Design: Block & Stack and layout space needs.
• Design Development: Advance Architectural/Engineering design.
• Construction Documents: Create design documents for bidding.
• General Contractor Bidding or Design Build Proposals: Facilitate the procurement
process.
• Construction: Manage the AE, Contractor and Owner’s Representative. Attend
meetings, procure FF&E and on site supervision.
• Commissioning: Assure major equipment operates to optimal design standards.
ALL construction, renovations, deferred maintenance and building demolishing are out of
scope and it is the responsibility of the requesting unit or Chancellor area to fully fund.
Please contact Facilities for additional details.
SUPPORTING TODAY, ENVISIONING TOMORROW.
