Applies To: Property Agents, Reservations, Accounting, Onboarding, Engineering, Portfolio, and Revenue Departments
1. Purpose
This SLA establishes clear guidelines for handling owner tickets to ensure timely, accurate, and efficient resolution. It aims to minimize unnecessary escalations and improve interdepartmental communication.
2. Ticket Ownership & Primary Contact
- The Property Agent (PA) serves as the primary point of contact for owners.
- PAs are responsible for gathering necessary details, logging tickets accurately, and utilizing internal resources for resolution, using the Knowledge Base AI Widget tool for self-help to address owners' inquiries and concerns. When escalated, it becomes the other department's responsibility.
3. Escalation & Response Guidelines
When a PA encounters a ticket outside their expertise, is unable to find the correct resources, or needs specific information, they will escalate to the appropriate department based on the issue:
|
Category |
Escalation Department |
|
Booking issues, modifications, cancellations |
Reservations |
|
Tax inquiries, negative balance, final statements |
Accounting |
|
New owner onboarding, system setup, offboarding |
Onboarding |
|
Property maintenance, repairs, vendor management |
Engineering |
|
New owner inquires, contract-related concerns |
Portfolio Development |
|
Pricing strategies, revenue performance, listing concerns |
Revenue Management &/or Marketing |
4. Response Expectations
- Escalated departments must provide a response within 3 business hours for standard inquiries and within 1 hour for urgent matters.
- If the response is clear and comprehensive, the PA will relay the information to the owner.
- If the response requires additional clarification, the PA may request one follow-up.
- If multiple back-and-forth exchanges occur, the PA will transition the owner to direct communication with the department specialist, ensuring a warm handoff.
5. Accountability & Compliance
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All escalated departments must document responses in the ticketing system to maintain a clear history.
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Failure to provide timely responses will be flagged and reviewed during team meetings.
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Consistently unresolved or misdirected escalations will be addressed with corrective actions.
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If an owner submits a verbal or written report to a team member outside the Property Agent team, a ticket must be created and escalated to the appropriate department for follow-up.