Maintenance

The Maintenance module is your work-order system: residents report issues, management triages and assigns them, technicians work them and upload proof-of-completion, and everyone has a clear audit trail.

What residents see

Residents have a Report a Problem flow:

1. Pick a category (Plumbing, Electrical, AC, Pest, Structural, Cleaning, Security, Emergency, Other).
2. Describe the issue. Add up to 5 photos.
3. Pick a priority (Low, Medium, High, Urgent — Urgent escalates directly to management).
4. Submit. Resident gets a ticket number.

After submission residents see: - Real-time status: Open → Acknowledged → In Progress → Awaiting Parts → Completed → Verified. - The technician's name and contact (when assigned). - Photos uploaded by the technician at each stage. - An estimated completion time, if management has set one. - A Rate this work prompt once the ticket is Verified.

What technicians see

Technicians (and contractors / artisans) see only the work assigned to them:

• My queue — sorted by priority + age.
• Each ticket has the resident's contact info, the issue description, photos, and a Notes field for status updates.
• Update status — drop-down to move the ticket through the workflow.
• Upload completion photo — required when marking Completed.
• Request parts — moves the ticket to Awaiting Parts and pings management.

The Maintenance module works offline for technicians in basement mechanical rooms with no signal — status changes and photos sync once they're back online.

What facility admins do

Triage incoming tickets

The Open tab shows everything residents have just reported. From here:

• Assign to a specific technician or artisan.
• Re-categorize if the resident misclassified.
• Bump priority (or downgrade if a resident over-classified everything as Urgent).
• Add an internal note (residents don't see internal notes).
• Set an SLA / target completion time.

SLA tracking

Settings → Maintenance → SLA Targets lets you set a target hours per (category, priority) combination — e.g.: - Emergency: 1 hour - Plumbing High: 4 hours - Cleaning Low: 48 hours

The dashboard shows tickets approaching or breaching SLA in red. Useful for end-of-month reports to the HOA committee.

Verification

Once a technician marks a ticket Completed, it sits in Awaiting Verification until either: - The resident confirms the work via the Rate this work prompt, or - 48 hours pass (auto-verifies, with a default 5-star rating).

You can manually verify a ticket if the resident is unresponsive but you've physically inspected the work.

Reports

The Reports tab gives you: - Tickets per category per month - Average resolution time - SLA adherence percentage - Top recurring issues (good for capital-planning) - Per-technician performance (tickets closed, average rating, time per ticket)

Photo storage

Each ticket can hold up to 10 photos (5 from the resident, 5 from the technician). Photos are stored encrypted and auto-archived after a configurable retention window (default 18 months). Settings → Maintenance → Photo retention controls this.

Categories explained

Category	Typical issues
Plumbing	Leaks, blockages, low pressure, water heater
Electrical	Sockets, lighting, fans, breakers
AC	A/C not cooling, noise, leaks
Pest	Roaches, ants, mosquitoes, rodents
Structural	Cracks, paint, doors, windows, locks
Cleaning	Common-area cleaning misses
Security	Gate issues, intercom faults, lighting outages
Emergency	Fire, flood, structural collapse, gas leak — escalates immediately
Other	Anything that doesn't fit the above

Tips

• Photos are powerful evidence — encourage residents to attach them. A leaking shower with a photo gets resolved faster than one described in words.
• Set realistic SLAs — if you can't actually hit a 1-hour Emergency target with your current crew, residents will lose faith in the number. Better to set 4 hours and consistently beat it.
• Auto-verification at 48 hours is a feature, not a bug. Without it unresponsive residents keep tickets in limbo and skew your stats.
• Connect Maintenance to Artisans — when an external contractor is assigned, they get a portal login (read/write only on their assigned tickets) and you don't have to relay messages.