WF-10 — Maintenance Request

Process map for property service requests from portal/call intake through evidence-backed closure and satisfaction survey. Owner: Elena Petrova (Property Admin — Operations) · Version 3 (active since 12 Jun 2026) · 23 requests in flight.

WF-10 OPS-04

Open Maintenance board

Open requests

Prototype Residences A & B

Emergency open

▼ SLA breached +18m · MR-2026-01190

SLA at risk (80%)

Warning notifications sent

Awaiting landlord approval

Cost > AED 1,000.00 threshold

Avg completion

2.6d

Satisfaction 4.4 / 5 (30-day)

Process map — happy path Trigger: portal / call request Per §8.2 Table 14

Request via tenant portal / call→ Triage — category · urgency · SLA clock starts→ Assign — internal team or scoped vendor→ Access scheduled · evidence & attachments captured→ Cost approval (landlord / manager threshold)→ Work complete — before/after evidence→ QA + tenant confirmation→ Closed · satisfaction survey sent

SLA clocks and pause rules (awaiting tenant access, awaiting parts) are configurable per category and fully audited (OPS-04). Every attachment is scanned and classified before it is visible to other parties.

Exception paths3 modelled exceptions

Request flagged Emergency (e.g. water leak)→ Immediate 30m response SLA · on-call dispatch→ No responder acknowledgement in 15m→ Auto-escalate: Operations manager + landlord notified→ Emergency breach — incident review · SLA report flagged

Work reported complete→ QA / tenant confirmation fails→ Reopen — vendor rework at no extra cost→ Rework limit (max 2 cycles)→ Rework exhausted — re-tender to alternate vendor · scorecard updated

Cost approval requested→ Landlord declines quote with reason→ Request on hold — SLA clock paused (audited)→ Alternate quote / negotiation→ Landlord dispute — unresolved > 5 days · escalated to portfolio manager

Owner & definition (§8.3)Published v3

Workflow ID: WF-10
Owner: EPElena Petrova — Property Admin (Operations)
Version: 3 · effective 12 Jun 2026 · simulation pack SIM-WF10-014 passed
Trigger: Tenant/landlord portal request or logged phone call
Preconditions: Active tenancy/ownership relationship · unit in managed portfolio · portal identity verified
States: New → Triaged → Assigned → In progress → Cost approval → Completed → QA → Closed
Terminal outcomes: Closed with survey Emergency breach Rework exhausted Landlord dispute Cancelled by requester
Required evidence: Category + urgency at triage · access record · before/after photos · vendor invoice · cost approval · tenant confirmation · survey response
Policy snapshot: Approval thresholds resolve from authority policy at submission (GOV-05)

Controls (Table 14, expanded)OPS-04

Control	Enforcement	Status
SLA clocks	Configurable per category/urgency; pause rules audited; timers restart on reopen	Enforced
Vendor scope	GulfTech Facilities LLC sees only assigned work orders; access expires on WO close (OPS-03)	Enforced
Attachments	Upload scan + classification; other parties’ data and internal notes hidden from portals	Enforced
Cost approval threshold	> AED 1,000.00 requires landlord approval; > AED 10,000.00 adds Operations manager (dual)	Enforced
Evidence-backed closure	Closure blocked without before/after photos + tenant confirmation or documented waiver	Enforced
Emergency path	Emergency triage starts configured response SLA and escalation immediately	1 breach open

Exception paths & recovery

Exception	Detection	Recovery	Authority
Emergency escalation	Emergency triage or no acknowledgement in 15m	On-call dispatch; Operations manager + landlord notified; post-incident review on breach	Operations manager
Rework	QA or tenant confirmation fails	Reopen at vendor cost; max 2 cycles; then re-tender and vendor scorecard entry	Elena Petrova
Landlord dispute	Quote declined with reason	SLA paused (audited); alternate quote; unresolved > 5 days escalates to portfolio manager	Portfolio manager
Requester cancel	Tenant withdraws request	Closed-cancelled with reason; no survey; evidence retained	Any handler

Timers & escalation (§8.3)UAE business calendar · emergencies 24/7

Timer	Calendar	Warning	Breach	Escalation
Response — Emergency	24/7	15m	30m	On-call → Operations manager + landlord
Response — Urgent	Business (Mon–Fri)	3h 12m (80%)	4h	Team lead → Elena Petrova
Response — Routine	Business (Mon–Fri)	19h (80%)	24h	Team lead
Completion — Emergency	24/7	18h	24h	Operations manager · incident review
Completion — Routine	Business · pauses: access/parts (audited)	5.5d	7d	Elena Petrova → portfolio manager
Survey response	Calendar days	—	48h auto-close	None (optional feedback)

Screens involved

Maintenance & Service Requests — operations board: triage, assignment, SLA clocks, costs
Tenant Portal — request intake, status updates, confirmation and survey
Landlord Portal — cost approval, dispute and statements
Vendor Portal — GulfTech work orders, evidence upload, invoices
Facilities & Inspections — QA checklists and recurring plans

In-flight requests — edge casesFull board

Request	Unit	Urgency	State	Cost
MR-2026-01190 · Water leak riser B	PR-B-1802	Emergency	Response breached +18m	—
MR-2026-01184 · AC not cooling	PR-A-1103	Urgent	Closed · survey 4/5	AED 1,450.00
MR-2026-01171 · Balcony door seal	PR-A-0904	Routine	Landlord dispute · SLA paused	AED 3,900.00
MR-2026-01168 · Kitchen tap drip	PR-B-2106	Routine	Rework cycle 1 — QA failed	AED 380.00
MR-2026-01187 · Corridor light A/3F	Building A common	Routine	Assigned — in progress	AED 220.00

Worked instance — MR-2026-01184 · Amina Noor (tenant, PR-A-1103) · “AC not cooling” Closed · survey 4/5

15 Jul 2026 · 09:12
Request submitted via Tenant Portal
Amina Noor · unit PR-A-1103 · 2 photos attached (scan clean, classified “maintenance evidence”) · consented contact window 14:00–17:00
09:20
Triage — HVAC · Urgent · response SLA 4h started
Category rule OPS-CAT-07 · handled by Operations desk (Dubai HQ)
09:25
Assigned — GulfTech Facilities LLC · WO-5521
Vendor scope limited to WO-5521; portal access expiry 22 Jul 2026 · response SLA met (13m)
14:05
Access visit — diagnosis recorded
Compressor capacitor failure · quote AED 1,450.00 uploaded via Vendor Portal · SLA clock paused “awaiting approval” (audited)
14:30
Cost approval requested — above AED 1,000.00 threshold
Routed to landlord Noor Development Group via Landlord Portal · authority snapshot AUTH-2026-0715
16 Jul · 10:05
Landlord approved quote
Approval evidence stored (approver identity, timestamp, quote version) · SLA clock resumed
16 Jul · 15:40
Repair complete — evidence uploaded
Before/after photos + vendor invoice INV-GT-2214 (AED 1,450.00) attached; invoice routed to Payables
16 Jul · 16:10
Tenant confirmed — cooling restored
Confirmation captured in Tenant Portal · QA checklist passed
17 Jul · 09:00
Closed — satisfaction survey returned 4 / 5
Completion 1d 6h (SLA met, net of approved pause) · vendor scorecard updated · vendor portal access revoked

Static render mockup — no live data. Source: ERP Modern Development Specification v2.0 · Covers: WF-10, OPS-04.