How we count
One number, one definition. The home screen, the owner report, the data export and your ChatGPT / Claude assistant all use the rules below, so they never disagree with each other. Where a rule differs by market, it says so.
The SLA clock
- Starts when a person applies triage to a request (accepts or edits the AI's category and urgency). A request that nobody has triaged has no deadline yet — it shows as awaiting triage instead.
- Window by urgency: Emergency 2 hours · Urgent 24 hours · Normal 3 days · Low 7 days.
- Pauses on the weekend for Normal and Low: Friday–Saturday in Qatar, Saturday–Sunday in Australia, in the agency's local time. Emergency and Urgent run through weekends. Public holidays are not yet paused.
- Stops when the request becomes a work order, or is closed as a duplicate or rejected. The SLA measures triage to dispatch decision; the repair itself is tracked on the work order.
- Breached = the deadline passed while the request was still open. At risk = the deadline is within the next 24 hours.
"Completed" and "fixed" are two different things
- Completed — the contractor (or your team) closed the work order. The completion date is the contractor's.
- Fixed — the tenant answered 1 to "did it get fixed?" (WhatsApp), clicked Yes (email), or your team recorded the answer. Not fixed is a flag on the completed job; the job's status does not change.
- The contractor scorecard counts not fixed only among jobs where the tenant answered, so a contractor whose tenants never reply is neither punished nor rewarded.
Repeat failure
A job is a repeat failure when it is open on an asset (the specific AC unit, chiller, lift, heater) that already had a completed job within the last 30 days. Requests and jobs must be linked to the asset for this to work; jobs without an asset never count.
Maintenance spend
- Spend = the final cost recorded on completed work orders. Cost ceilings, estimates and open jobs are not spend.
- Amounts are in the agency currency (QAR or AUD), before any tax you add in your accounting system.
- Grouped by category, property or month using the job's completion date.
Contractor scorecard
Over the last 365 days per contractor: completed jobs; tenant answers; not fixed count and rate (over answers); median days from the work order being created to completion; open jobs; last completion.
Time in each status (assistant only)
Every job records when it enters each stage: Draft → Awaiting owner approval → Dispatched → Scheduled → In progress → Completed. Time per stage is a running total (a job that returns to a stage adds to its earlier time). Medians are taken over jobs that have left the stage. Available only through the AI assistant — see Where do jobs get stuck?.
Attention Inbox thresholds
| Item | Rule |
|---|---|
| Awaiting triage | request untriaged for 1 day or more (urgent after 3) |
| SLA at risk / breached | deadline within 24 h / already passed |
| Stuck work order | open job (dispatched, scheduled, in progress) for more than 14 days |
| Stale draft | draft never dispatched for more than 7 days |
| Tenant says it's not fixed | a not fixed answer nobody has marked handled |
| Repeat failure | see above (30 days) |
| Contractor insurance | expiring within 30 days (warning), or expired (urgent) — the contractor is ranked lower in the picker, not blocked |
| Compliance overdue | the obligation's due date has passed |
| Aqarat licence expired | the agency licence date has passed (Qatar) |
Owner report
The owner digest reports what was completed in the period, with the final cost, plus what is still open. Nothing in it is estimated.