Unitec Facilities Management SLA Matrix
| Category | Examples | Priority | Response Time | Resolution Target |
| Health, Safety & Emergency | Life safety Fire alarms, major leaks, lift entrapment, electrical hazards |
1 – Critical | Immediate – 1 hour | 4 hours |
| Cleaning & Hygiene | Bodily fluid clean up | 1 – Critical | Immediate – 1 hour | 4 hours |
| Critical Operational Disruptions | Power outage, blocked plumbing | 1 – Critical | Immediate – 1 hour | 24 hours |
| Compliance & Statutory | WOF issues, essential services failure | 2 – High | Within 4 hours | 24–48 hours |
| Cleaning & Hygiene | Spills, restocking,
sanitary bins, audit checking |
2 – High | 1–4 hours (based on risk) | 24 – 48 hours |
| HVAC issues | Comfort preference | 3 – Medium | Within 1 business day | 3 – 5 business days |
| Routine Maintenance | Electrical, plumbing (non-urgent), loose fittings | 3 – Medium | Within 1 business day | 3 – 5 business days |
| Body Corp / Tenancy Issues | Shared building access, common space repairs | 3 – Medium | Within 1 business day | 3 – 5 business days |
| Grounds & Exterior | Mowing, irrigation, garden maintenance, pest control | 4 – Low | Within 3 days | 5 – 10 business days |
| Relocation Requests (once approved) | FM assistance to relocate teams from one location to another | 4 – Low | Within 3 days | Agreed timeframe when relocation request approval is signed off |
| Furniture & Asset Requests | Broken desks/chairs, disposal, storage, small fitouts | 4 – Low | Within 3 days | 5–10 business days |
| Space Setups | Room setups, furniture moves | 4 – Low | Within 3 days | 5 – 10 business days |
| Signage & Wayfinding | Broken signs, room labels, temporary signage | 4 – Low | Within 3 days | 5–10 business days |
| Project/Planned Works | Decants, capital support, swing space, stakeholder meetings | Strategic | As per project plan refer to designated PM. | As per project plan refer to designated PM. |
| Sustainability & Waste Initiatives | Recycling support, bin issues, composting requests | Within 5 business days | As scheduled/ongoing | |
| Cultural Support (e.g. Marae) | Marae readiness, event setup, taonga handling | Within 1 business day | In partnership with teams |