In 30 seconds
What the 1-5 severity scale means
Every maintenance request gets assigned a severity from 1 to 5. Here's what each level means and how quickly you should respond.
Severity 5: Emergency
Drop everything and deal with this now.
Things like:
- Gas leaks
- Flooding or major water damage
- No heat when it's freezing outside
- Electrical hazards
- Security issues (broken locks, shattered windows)
You'll get an immediate alert for these so you don't miss them.
Severity 4: Urgent
Needs attention today.
Things like:
- No hot water
- AC broken during a heat wave
- Toilet won't flush (and it's the only one)
- Major appliance failure affecting daily life
Severity 3: Moderate
Handle within a day or two.
Things like:
- Minor leaks
- Appliance issues that aren't critical
- HVAC not working perfectly but still functional
- Damage that affects livability but isn't an emergency
Severity 2: Minor
Take care of it this week.
Things like:
- Small repairs
- Routine maintenance requests
- Non-urgent improvements
- Things that are annoying but not affecting daily life
Severity 1: Low
Schedule when convenient.
Things like:
- Cosmetic issues
- Suggestions or requests
- Questions that aren't time-sensitive
- "Nice to have" improvements
A note about the AI
The severity is assigned based on what's in the email. Sometimes the AI gets it wrong. If a tenant writes "my faucet drips a little" it might be a 2, but if the tenant is actually describing a bigger problem, you can always adjust the severity yourself.