Maintenance & Service Workflow
Property service requests from intake through evidence-backed closure: triage, SLA clocks with auditable pause rules, vendor dispatch, landlord approval, cost capture, rework, escalation and tenant satisfaction.
OPS-04
Open work orders
47
Prototype Residences A & B
Emergency active
2
Escalation paths running
SLA at risk / breached
5 / 3
This month, resolve-SLA basis
Avg first response
38m
−7m vs June
Tenant satisfaction
4.4 / 5
128 surveys (90d)
Work order queue
| WO | Unit / location | Category | Urgency | SLA clock | Status | Owner | Vendor | Cost (AED) |
|---|---|---|---|---|---|---|---|---|
WO-2026-01188 |
PR-A-1104 Tenant: A. N●●● (portal) |
Plumbing · leak | Emergency | Resp. met 19m Resolve due 13:12 |
In progress | EPE. Petrova |
GulfTech Facilities LLC | — |
WO-2026-01185 |
PR-B-2207 Tenant present required |
HVAC · not cooling | High | 1h 12m left Resolve SLA 4h |
Vendor dispatched | EPE. Petrova |
GulfTech Facilities LLC | 515.00 |
WO-2026-01181 |
PR-A-903 Owner: Noor Development Group |
Doors · lock jammed | Medium | Paused · LP-02 Awaiting landlord approval |
On hold — landlord approval | OHO. Haddad |
— | 620.00 est. |
WO-2026-01179 |
Building B · lobby Common area |
Electrical · light flicker | Low | 62h left Resolve SLA 72h |
Assigned · in-house | EPE. Petrova |
In-house team | — |
WO-2026-01174 |
PR-B-1402 Recurrence within 14 days |
Plumbing · water heater | High | Rework clock 6h No extra charge to landlord |
Rework | EPE. Petrova |
GulfTech Facilities LLC | 890.00 |
WO-2026-01169 |
PR-A-2011 Balcony drainage |
Civil · drainage | Medium | Breached +9h Escalated to Ops manager |
Escalated | RFR. Al Farsi |
GulfTech Facilities LLC | 1,150.00 est. |
WO-2026-01166 |
PR-B-3204 Kitchen cabinet hinge |
Carpentry | Low | Met | Completed — evidence review | EPE. Petrova |
In-house team | 85.00 |
WO-2026-01158 |
PR-A-101 Intercom fault |
ELV · intercom | Medium | Met | Closed · CSAT 5/5 | OHO. Haddad |
GulfTech Facilities LLC | 240.00 |
WO-2026-01142 |
PR-A-1607 Bathroom exhaust fan |
HVAC · extract | Medium | Met | Closed · CSAT 4/5 | EPE. Petrova |
GulfTech Facilities LLC | 310.00 |
9 of 47 open + recent
Work order detail — WO-2026-01185 · HVAC not cooling · PR-B-2207
Intake (tenant portal)
Triage · High
Assignment
Vendor dispatch
Work & evidence
Tenant confirmation
Closed
Vendor dispatch — GulfTech Facilities LLC
Dispatched 11:05- Technician
- S. Pillai · HVAC (GulfTech badge GT-0417)
- ETA / window
- 13:30 · access window 13:00–17:00
- Access constraints
- Tenant present required · pets on premises · no master key use
- Tenant contact
- +971 5● ●●● ●412 (revealed to vendor only during active dispatch)
- AMC coverage
- HVAC AMC-2026-08 · call-out included
- Vendor portal
- Work pack shared — scoped to this WO
Parts & cost capture
| Line | Qty | Unit (AED) | Total (AED) |
|---|---|---|---|
| R-410A refrigerant top-up | 0.8 kg | 225.00 | 180.00 |
| Fan capacitor 35 µF | 1 | 95.00 | 95.00 |
| Labor (HVAC tech) | 2.0 h | 120.00 | 240.00 |
| Call-out fee | 1 | 0.00 | 0.00 (AMC) |
| Estimated total (chargeable to landlord) | AED 515.00 | ||
Send cost estimate for landlord approval
Consequence: resolve-SLA clock pauses (rule LP-02) until the landlord responds; tenant portal status changes to "Awaiting owner approval". Affected record: WO-2026-01185 · PR-B-2207.
Recovery: if rejected, WO returns to Triage with rejection reason; tenant is notified with a revised plan.
Tenant-visible status (portal mirror)
Sanitized view- 17 Jul 2026 · 08:47Request received
- 17 Jul 2026 · 09:20Technician assigned
- 17 Jul 2026 · 11:05Technician on the way
- PendingWork in progress → completion confirmation
Internal notes, owner cost approvals and vendor pricing are never shown in the tenant portal.
Completion evidence —
WO-2026-01166 (review)- Before / after photos
IMG_4412.jpg,IMG_4418.jpg· geotag Building B · 16 Jul 16:41- Technician sign-off
- In-house team · checklist CHK-CARP-02 complete
- Tenant confirmation
- OTP pending — reminder scheduled 18 Jul 09:00
- Satisfaction survey
- Sent on closure · 5-point scale
SLA matrix & pause rules (configured, auditable)
Edit in workflow configurator| Urgency | Response | Resolve | Escalation path |
|---|---|---|---|
| Emergency | 30 min | 4 h | L1 duty tech → L2 Ops manager → L3 Property director |
| High | 2 h | 4 h* | L1 → L2 Ops manager |
| Medium | 8 h | 24 h | L1 → L2 after breach |
| Low | 24 h | 72 h | Weekly review |
| Pause rule | Trigger | Audit |
|---|---|---|
LP-01 | Awaiting tenant access window | Logged with actor + reason |
LP-02 | Awaiting landlord approval | Logged with actor + reason |
LP-03 | Parts on order > 48h (needs Ops manager approval) | Approval required |
*High resolve SLA for HVAC in summer months per seasonal profile. All SLA edits are versioned configuration — see Version & Approval; every pause/resume appears in the Audit Explorer.
Static render mockup — no live data. Source: ERP Modern Development Specification v2.0 · Covers: OPS-04 (maintenance and service workflow) · Related: OPS-02 tenant/landlord portals, OPS-03 vendor portal.