Work Order Response Time Template & SLA Guide

One of the most common sources of tenant dissatisfaction is not just slow maintenance. It is uncertainty. Residents call back because nobody told them what happens next, who is coming, or when to expect an update.

This template gives you a starting framework for setting and communicating maintenance response expectations clearly so your team can reduce unnecessary status-check calls and document the workflow more consistently.

Response Time Tiers

We recommend a 3-tier system as a practical starting point for the most common maintenance scenarios.

Tier 1: Emergency (Response within 2 hours)

Definition: Issues that threaten health, safety, or significant property damage if not addressed immediately.

Examples:

• Active water leaks (burst pipes, flooding)
• Complete heating or cooling failure (temperature extremes)
• Gas leak or gas smell
• Electrical hazards (sparking outlets, exposed wiring)
• Broken door locks or security failures
• Sewage backup

Process:

1. Sophia identifies emergency keywords and pages on-call tech immediately
2. Tenant receives estimated arrival time within 15 minutes
3. PM notified simultaneously

Sample lease language:

“Emergency maintenance (as defined in Section X) will receive a response within 2 hours, 24 hours a day, 7 days a week. Tenant will receive an estimated arrival time within 15 minutes of reporting.”

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Tier 2: Urgent (Response within 24 hours)

Definition: Issues that significantly affect habitability or resident comfort but don’t pose immediate safety risks.

Examples:

• Water heater malfunction
• Refrigerator not cooling
• HVAC not functioning (moderate temperatures)
• Toilet not flushing (if only one in unit)
• Pest infestation discovery

Process:

1. AI creates work order and assigns tech automatically
2. Tenant receives confirmation SMS with expected response window
3. Tech dispatched based on availability and proximity

Sample lease language:

“Urgent maintenance requests will be acknowledged within 1 hour and resolved or scheduled within 24 hours.”

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Tier 3: Routine (Response within 3–5 business days)

Definition: Non-urgent repairs that affect comfort or aesthetics but don’t impact habitability.

Examples:

• Dripping faucet
• Cosmetic damage (drywall holes, paint touch-ups)
• Window screen repair
• Cabinet hardware
• Light fixture replacement (non-emergency)
• Dishwasher not functioning (if other appliances present)

Process:

1. Tenant submits via portal or phone call
2. AI categorizes and queues for tech scheduling
3. Tenant receives scheduling confirmation within 24 hours

Sample lease language:

“Routine maintenance requests will be scheduled within 3–5 business days. Tenant will receive a confirmation of scheduling within 24 hours of submitting the request.”

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Escalation Matrix

When response time SLAs are at risk of being missed, this escalation matrix ensures accountability:

Tier	SLA	Escalation 1	Escalation 2	Escalation 3
Emergency	2 hours	PM at T+30min	Regional Manager at T+90min	Owner at T+2hrs
Urgent	24 hours	PM at T+12hrs	Regional Manager at T+20hrs	—
Routine	5 days	PM at T+3 days	—	—

How to configure this in Sentus.ai: Navigate to Settings → Work Order Rules → Escalation Triggers to configure automatic notifications at each threshold.

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Tenant Communication Templates

Work Order Confirmation SMS

“Hi [First Name], we received your maintenance request for [Unit] regarding [Issue Type]. This has been logged as [Tier] priority. [Tier 1: A tech is on the way — expect contact within 2 hours. / Tier 2: We’ll have a tech scheduled within 24 hours. / Tier 3: We’ll schedule a tech within 3–5 business days.] Reference #[WO-XXXX]. Reply STOP to unsubscribe.”

Tech Dispatch Notification

“Hi [First Name], [Tech Name] is scheduled to address your [Issue Type] at [Unit] on [Date] between [Time Window]. Need to reschedule? Reply to this message or call [Property Phone].”

Work Order Completion Notification

“Hi [First Name], your maintenance request #[WO-XXXX] for [Issue Type] at [Unit] has been completed. Was everything resolved? Reply YES or NO, or call [Property Phone] if you need follow-up.”

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Lease Addendum Language (Full Version)

MAINTENANCE AND REPAIR PROCEDURES

1. How to Report: Maintenance issues may be reported by calling [Phone Number], texting [Phone Number], or submitting via the tenant portal at [Portal URL]. All reports are logged immediately and assigned a work order number.

2. Response Time Commitments:

   a. Emergency requests (issues affecting health, safety, or significant property damage) will receive a response within two (2) hours, 24 hours per day, 7 days per week.

   b. Urgent requests (issues significantly affecting habitability or comfort) will be acknowledged within one (1) hour and resolved or scheduled within twenty-four (24) hours.

   c. Routine requests (non-urgent repairs) will be scheduled within three to five (3–5) business days.

3. Confirmation: Tenant will receive written confirmation (SMS or email) of all maintenance requests, including the work order number and expected response window.

4. Access for Repairs: Tenant agrees to provide reasonable access for scheduled maintenance. Management will provide at least twenty-four (24) hours’ advance notice for non-emergency work, except in cases where emergency access is required.

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How Sentus.ai Automates This

When you configure these tiers in Sentus.ai:

1. Sophia classifies every call into the appropriate tier based on keywords and context
2. Work orders are created automatically with the correct priority, dispatching to the right tech based on your rules
3. Tenants receive automatic confirmations at each stage (creation, assignment, dispatch, completion)
4. Escalation notifications fire automatically if SLAs are at risk of being missed
5. All of this is logged for compliance and performance review

The result: tenants know what to expect, techs know what to do, and your team isn’t fielding “what’s going on with my maintenance request?” calls.

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