EPIC Priority Service Levels

Created by Riley Lauren, Modified on Tue, 28 Mar 2023 at 08:49 PM by Riley Lauren

EPIC normal business hours = Monday-Friday 7am - 5:30pm 

Non Emergency calls, email portal and next-day return. 

Priority Level 1- ( Emergency Call out ) 

2-6 hrs ( internal Target) Over 6hrs unacceptable 


-Facility Risk 

-Health Code Risk 

( Gas leaks, Security issues, Break-Ins, Heat Loss, Toilets ( all systems down ), Electrical ( main power supply- outage ) 

Meet at least one. 

Priority Level 2- 

Property Loss -24hrs 

-Requires permanent repairs/replacement 

-Construction involved 

-Third-Party Utility 

Roof Leaks, Water Damage/ Remediation, Parking lot repair, a paint spill 

Priority Level 3- 

Production Loss - 48-72 Hrs 

-Interior Outages / Issues 

Security Lighting or 10+ Lights Out/Cooling & Heat / Door Repairs 

Priority Level 4- 

12-14 days 

-Reputation/ Appearance 

Signage/ Landscaping / Strip and Wax / janitorial 

Priority Level 5 – 

Up to 25 days 

-Upkeep / Modernization 

Upgrades/ 9 lights out and below/ retrofitting/ Painting / Parking lots

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