Vendoroo’s SLA (Service Level Agreement) framework ensures timely, predictable, and accountable action across every stage of the maintenance lifecycle. These standards define how quickly our team, vendors, and AI tools respond to and resolve key tasks — from triage and coordination to follow-up and final closure.
SLAs are essential to delivering operational consistency and maintaining high resident and owner satisfaction — without overwhelming your property team.
Completion SLA (Excluding Turnovers)
| Priority | Expected Completion |
|---|---|
| Emergency | Within 24–48 hours |
Core Workflow SLA Targets
| Bucket/Action | SLA Timeframe |
|---|---|
| Triage & Vendor Assignment | 30 minutes (standard); up to 2 weeks (exceptions) |
| Non-Resident Work Order Triage | 1–2 business days; up to 2 weeks (exceptions) |
| Duplicate Detection | 30 minutes |
| Vendorcom Messages | 2–3 hours (during business hours) |
| AIC Action on Active WOs | 2–3 hours, must be same-day during shift hours |
| Next Action Date Follow-Up | Same-day resolution (SLA TBD) |
| New PM Messages | 30 minutes (during shift hours) |
PM Escalation Protocol
If PM action is required and no response is received:
- Day 3 – First follow-up
- Day 5 – Second follow-up + final warning
- >14 Days – Work order is closed with documented notice to PM
This prevents operational gridlock while preserving clear communication and audit trails.
Troubleshooting Closure — Resident Unresponsive (Low/Medium Priority)
- ResiRoo sends initial triage within 24 hours
- SMS + email reminder sent (+24h)
- Phone call attempt
- If still unresponsive: escalated to PM with 24h decision window
- If no response: Work order is closed with final resident and internal notices
Invoice Collection SLA (Vendorcom)
- Attempt 1: On job completion
- Follow-Ups: 2 additional reminders within 5 business days
- If Still Missing: Work order is closed with friendly vendor notice to submit invoice when ready
Important Notes
- SLA performance is tracked via internal dashboards
- All updates must be logged in the PMS for transparency
- SLAs are reviewed quarterly and adjusted based on performance data and client feedback
In short: Our SLA structure keeps things moving — and ensures no request gets stuck in limbo. You’ll always know who’s responsible, what’s happening next, and when to expect resolution.
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