This handbook explains how to report maintenance issues, how our maintenance process works, and how we communicate with Residents. Following these guidelines helps us resolve issues as quickly as possible

⏱️  Initial Response Service Level

ConnectAll prioritizes maintenance requests based on their severity. We strive to acknowledge and begin the troubleshooting process within the response targets below.

Please Note: The response targets apply only to our initial response and triage process, not to the final repair completion. Repair completion depends on several factors, including Owner approval, contractor availability, parts availability, and scheduling.

An initial response may include acknowledging your request, requesting additional information, providing troubleshooting instructions, obtaining Owner approval, or scheduling a contractor.

📧  Resident Communication Policy

Official Communication Channels

To ensure timely responses and accurate recordkeeping, the Resident must communicate with ConnectAll Property Management through one of the following official channels:

• • • • Resident Portal (preferred for maintenance requests)
      • ca**@**********pm.com (preferred for lease-related matters)

These channels allow all communications to be centrally tracked and monitored by our Property Management team. Using the official channels ensures that requests are documented, assigned to the appropriate team member, and remain accessible if a specific Property Manager is unavailable.

Routine requests submitted through unofficial communication channels may be delayed or may not receive a response.

Phone Calls

ConnectAll does not provide phone support for routine property management matters or maintenance requests.

Text Messaging

Text messaging may occasionally be used by ConnectAll for move-in coordination, appointment scheduling, or other time-sensitive logistical matters.

Text messaging is not an official communication channel. Maintenance requests, repair updates, lease questions, or other routine communications submitted by text message will not be processed and may not receive a response.

Emergencies

In the event of a life-threatening emergency, The Resident shall call 911 immediately. Then the Resident shall notify the Management Company as soon as reasonably possible.

🔧  Resolution Timelines & The Approval Process

ConnectAll is committed to coordinating repairs as efficiently as possible. However, repair completion times cannot be guaranteed.

ConnectAll operates under an owner-approval model. Except for emergencies requiring immediate action to protect life or prevent significant property damage, all repairs require Owner approval before work can be authorized.

Repair timelines may be affected by factors outside ConnectAll’s control, including:

• • Owner approval
  • Contractor availability
  • Replacement parts availability
  • Weather conditions
  • Permit or inspection requirements
  • Resident availability to provide access

Our role is to facilitate communication, secure quotes, assist the owner in making prompt decisions, and coordinate repairs. ConnectAll cannot authorize repairs or incur expenses on behalf of the Property Owner without the Owner’s approval.

📷  Preventing Maintenance Delays

The Resident plays an important role in helping us diagnose and resolve maintenance issues quickly.

To help us provide the fastest possible service, the Resident shall:

Provide Complete Information

When submitting a maintenance request, include:

• • A clear description of the issue.
  • When the problem first occurred.
  • How the issue affects the Property.
  • Photos and videos whenever possible.
  • Any troubleshooting already attempted.

The more information provided initially, the faster we can determine the appropriate next steps.

Respond Promptly

Our team may ask follow-up questions to better understand the issue or to determine the appropriate contractor. Prompt responses help prevent unnecessary delays.

If no response is received from the requesting Resident within 7 days, the maintenance request may be automatically closed. A new request may be required if additional assistance is needed later.

👷  Property Manager Visits & Technician Dispatch

ConnectAll Property Managers are property management professionals, not licensed electricians, plumbers, HVAC technicians, or handymen.

For safety, insurance, and liability reasons, Property Managers do not perform maintenance or repair work at the Property.

When repairs are needed, ConnectAll will coordinate qualified and insured contractors or specialized technicians to resolve property issues.

If a Resident requests an on-site visit from a Property Manager and ConnectAll reasonably determines that the visit is operationally unnecessary, an on-site visit fee will be billed in accordance with the current Resident Fee Schedule.

🤝  Professional Conduct & Mutual Respect

ConnectAll acts as a facilitator to manage property issues on behalf of the property owner. There is no direct service contract between the resident and ConnectAll.

We understand that maintenance issues can be frustrating. Our team is committed to treating every Resident with professionalism, courtesy, and respect, and we ask the Resident to extend the same courtesy to our employees and contractors.

ConnectAll strictly enforces a zero-tolerance policy for abusive language, hostility, or disrespectful behavior directed at our employees. ConnectAll is not responsible for managing Resident frustrations and reserves the right to refuse service or communication to individuals who violate this standard of professional conduct.