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SLA Clock

The SLA clock starts the moment you click Apply triage. It stops when the related work order is marked COMPLETED (or the request is cancelled).

Thresholds​

UrgencySLAExample
EMERGENCY4 hoursBurst pipe, gas leak, no-power-outage in winter
URGENT24 hoursNo hot water, broken lock, non-functioning oven
NORMAL3 business daysDripping tap, noisy fridge, garden overgrown
LOW7 business daysCosmetic defects, low-priority preventive

"Business days" excludes weekends but does not exclude AU public holidays — handling that is on the roadmap.

On-the-row display​

Every row in the Maintenance inbox shows the SLA countdown as a chip:

  • Green 2h 15m — within SLA
  • Yellow 0h 12m — less than 20% of budget remaining
  • Red OVERDUE 1h 32m — past due, request gets the OVERDUE chip and escalates for notification

What breach triggers​

  1. Row flips to red OVERDUE chip in the Maintenance inbox.
  2. A MAINTENANCE_URGENT notification is created on the agency feed (see Notifications on the dashboard).
  3. Daily scanner flags the request for the next morning's triage review queue.

PMFriend does not currently auto-escalate or re-assign on breach. That's a deliberate choice — escalation decisions benefit from PM judgement (who was the tradie, did they confirm arrival, is the tenant okay?).

Clock pause conditions​

The clock pauses automatically when the request status is:

  • AWAITING_QUOTE — blocked on owner approval
  • AWAITING_OWNER — blocked on owner consent
  • BLOCKED — explicit PM pause

And resumes when status returns to an active state.

See also​