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Your maintenance settings control when your team can attend visits, the targets your issues are measured against, and who is told when something is raised. To change them, navigate to Settings > Maintenance in the Dashboard, make your changes, and click Save.
You need the admin role to save maintenance settings.

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Availability

Availability is the weekly schedule of times your maintenance team can attend visits. Tenants who ask to be present when reporting an issue can only pick times inside these windows. To set your availability, follow these steps:
  1. Turn on the days your team is available. Days that are turned off are shown as Unavailable.
  2. Adjust the start and end times for each day. New days start at 09:00 to 17:00.
  3. Click Add time range if a day has more than one window, such as a morning and an afternoon slot.
  4. Click Save.
If you have not set any availability, tenants can still report issues and ask to be present — they just will not be able to pick a specific time slot.

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Response targets

Response targets set how quickly issues should be responded to and resolved. Issues past their target are flagged as Breached, and time spent on hold does not count against them. See Response targets for how the clocks work. Targets are set separately for the two sources of work:
  • Reported: Targets for issues a tenant reports.
  • Internal: Targets for issues your team raises, including planned work.
To set your targets, follow these steps:
  1. Choose the Reported or Internal tab.
  2. For each priority from Urgent down to Low, enter the hours for Respond within and Resolve within.
  3. Switch to the other tab and repeat.
  4. Click Save.
Targets are entered in hours so that same-day promises stay easy to express. For longer targets, use the equivalent in hours — 168 hours for a week, for example.

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Notifications

Notifications control who hears about maintenance activity at an account level:
  • Team inboxes: Up to ten shared email addresses, emailed whenever an issue is raised, whoever it ends up assigned to. Click Add inbox to add one, and the remove button to take one away. Shared inboxes are useful so cover survives one person being away.
  • Notify the assignee: Turn this on to tell whoever an issue is assigned to that it is theirs, through their own chosen channels.
Each team member also chooses how they hear about maintenance in their own notification settings, for when an issue is raised, when an issue is assigned to them, and when an issue is resolved. Tenants who reported an issue are updated separately, through the mobile app. See Tenant requests.