How are emergencies tamed without WhatsApp chaos?
Maintenance binds tenant WhatsApp to a unit ticket with explicit states and ordered media (before work, after work, cost documents) — evidence-grade material, not ad-hoc attachments.
2-hour emergency SLA
- Emergency tickets follow a default two-hour SLA window with deadlines and escalation when breached — operators see where the chain broke.
- Emergency handling stays distinct from standard flows through ticket semantics.
Governance: abusive tickets & technician performance
- Cancellations and tenant behaviour feed aggregate behaviour signals — evidence-driven, not ad-hoc scoring.
- Technician linkage plus ticket states gives performance visibility without mixing operator portfolios.