Last updated: May 23rd 2025

Purpose:

To enhance communication among all stakeholders involved with our facilities, including field technicians, vendor administrative support, operations managers, and facility managers, and to strive for best-in-class facilities in a collaborative environment that benefits all parties involved.

Objectives:

• Ensure information is properly communicated.
• Improve accountability for service interventions.
• Ensure quality of services provided.
• Manage and control spending effectively.

Standard Operating Guidelines

You must adhere to the following policies:

• Check-in with authorized representative from Wonder prior to commencement and upon completion of work to discuss scope and outcome. Communication regarding the work should be limited to the authorized representative, and Contractor shall avoid interruptions to other internal and external parties at the site. Noncompliance may result in removal from the job site.
• Accept or decline work orders promptly, providing detailed reasons for any declines.
• Keep work orders updated at every step with detailed notes.
• Update your expected arrival time if you cannot meet the SLA and include detailed explanations in the work order notes.
• As much as possible, arrive prepared with the necessary parts to complete the job efficiently.
• Get Facility Manager approval before exceeding NTE and provide detailed notes.
• If parts need to be ordered, update the work order status to “In Progress: Parts on Order”. When ordering parts, use expedited shipping and complete the installation promptly upon receipt.
• When closing each work order, enter root cause and resolution codes. 
• For each PM work order (preventive maintenance), upload "before and after" photos of each piece of equipment, each filter changed, each condenser cleaned, etc. to Service Channel (as applicable)

Response Protocol by Work Order Type

Work Order Type: Emergencies / Business Interruption

Response Time: 2 - 4 hours

Scope: Emergency services or specialized contractors are expected to be on-site within 2 - 4 hours of the emergency reporting or service channel ticket submission. This is to address critical issues that could threaten safety or operational continuity, such as major equipment failures (e.g., refrigeration & HVAC), structural damage, or life safety hazards.

Work Order Type: Urgent

Response Time: 24 hours

Scope: Resolve all urgent issues within 24 hours. Ensure that immediate safety measures are taken if required, and document all actions and resolutions.

Work Order Type: Standard

Response Time: 48 hours

Scope: Handle routine repairs and maintenance tasks. Initial response should be within 24 hours of report or ticket, and completion should be within 48 hours, but no later than 72 hours depending on complexity and parts availability.

Work Order Type: Preventive / Scheduled Maintenance

Response Time: Per schedule provided by Wonder

Scope: Ensure operational efficiency and reduce downtime by addressing potential issues before they escalate.

If you have a concern or question regarding any of these practices, please reach out to a member of the Wonder Facilities Department.

We appreciate and value your ongoing partnership, cooperation and commitment to maintaining the highest service standards to support our team.