Critical asset failure
Heating, cooling, refrigeration, power, elevator or loading dock. She takes the asset, reported operational impact and when access is possible, then escalates to on-call along the criticality set on that site.
Commercial property management
A heating failure means different things in a closed office and an operating warehouse. The call identifies the equipment, affected occupants and permitted access. Your team receives the details it needs to arrange a response under that property’s rules.
$45 CAD / month · 50 Standard calls · 1 local number
For the requests you receive
Request outside access hours
Offices shut in the evening, a store open until closing, a warehouse running around the clock. She records the intervention window the lease allows and books no ordinary slot for an occupant carrying extended coverage.
Contractor, vendor and site access
Work order, roof or mechanical room access, invoice, service report. Acknowledgement is logged and tied to the ticket for the asset concerned.
Other requests you can delegate
Failure hitting several units
One shared system stops two or three businesses on different schedules. She opens a ticket per asset, records affected occupants, and prepares a message tailored to each rather than one notice that fits nobody.
The equipment, business impact and access window
A ticket opens on the refrigeration system, listing three affected units, each closing time and the time it was reported. The approved refrigeration contractor gets the dispatch, and all three occupants get a message matched to their hours instead of one generic notice.
Read the full conversation
Friday, 5:50 p.m., a neighbourhood retail centre. A food store manager calls: refrigeration in her unit has stopped, and two neighbouring units share the same system.
ReceptionistGood afternoon. Let me take your name, a callback number and your company. Which site and which unit are you in?
ManagerJulie Bergeron, 450 555-0162, unit 120 at the Cartier Street centre. Refrigeration has been down for an hour.
ReceptionistWhat has actually stopped in your operation right now, and how late are you open?
ManagerMy refrigerated counters are warming up and we close at 9. Units 118 and 122 report the same problem.
ReceptionistLogged as a shared asset affecting three units, with immediate operational impact. I am escalating to on-call now. I cannot confirm an arrival time, and how a cost is shared gets decided with your manager.
What she does for your commercial portfolio
The moves she makes on calls from your business occupants, from the site through to an asset’s return to service, then what stays with the manager. Every line is a call your office gets.
When a business occupant calls
She takes the name, callback number and company, then the site and unit, before asking what is going on.
An employee cannot commit the tenant; she locates the site and the occupying business before qualifying the equipment affected.
She qualifies the equipment or service affected, what has actually stopped in the operation, and the access hours the lease allows.
The same failure is handled differently in an office closed at night and a warehouse running around the clock; criticality comes from the site and the lease, not from how the call sounds.
She checks whether a ticket is already open on that asset before opening a second one for the same shared equipment.
A refrigeration system hitting three businesses does not become three separate failures; the ticket groups the affected occupants.
She identifies the authorised contact for the tenant when they differ from the employee who reported the failure.
An employee reports; the contact named in the lease is the one who authorises a repair or an expense.
When a critical asset fails
For gas, smoke, a carbon monoxide alarm or an elevator stuck with somebody inside, she has the premises evacuated and 911 dialled before any other question.
The safety redirect in the property-management preset applies to business occupants too; no technical instruction is given.
She escalates to on-call along the criticality set on that site for a heating, cooling, refrigeration, power, elevator or loading-dock failure.
Criticality and access hours come from the lease; she says the request is forwarded, not an arrival time.
When one asset hits several units, she opens a ticket per asset and prepares a message tailored to each occupant’s hours instead of one generic notice.
Three businesses on different schedules do not get the same message; each sees what concerns it, with the report time specific to its own unit.
For a request outside the lease’s access hours, she records the intervention window allowed and books no ordinary slot for an occupant carrying extended coverage.
An office closed at night and a warehouse running around the clock do not share a window; the lease’s own window applies, not a default hour.
The ticket, the asset, and a return to service that gets validated
She opens the ticket attached to the affected asset, with a named contact and a status of received.
The ticket leaves attached to an asset rather than to a vague address; two occupants on the same asset keep two files when their leases differ.
She gathers the lease’s contractual coverage and prepares the approval request to the manager, committing nothing.
Cost allocation between landlord and tenant stays a human decision; she keeps technical coordination from drifting apart from that allocation.
She places preventive-maintenance visits in the site’s calendar and warns the occupants concerned about the access needed.
She follows up visits that found no slot and keeps the trail in the asset’s file.
She confirms the return to service to every affected occupant once the contractor has declared it, not before.
A contractor contacted is not a contractor who finished; the status announced is the one the file actually holds.
Between failures, as your portfolio grows
Options added separately, when they are useful to you.
- Add-on
She contacts the approved contractor for that asset, follows their acceptance and moves the ticket to accepted rather than to completed.
Maintenance and vendors option: proof of intervention and traceable closure per asset, with the spending authorisation logged. Maintenance and vendors
- Add-on
She prepares the administrative comparison of proposals and the report per mandate when several owners share the portfolio.
Mandates and governance option: contractual deadlines and approved notices flow per mandate, without mixing two owners. Mandates and governance
- Add-on
She routes the call to the right site with its local information and consolidates the call load of all your sites in one dashboard.
Multi-sites and entities option: each site keeps its own rights, and the overview stays readable for you. Multi-site and entities
When your occupants write, and if you already run Buildium or Hopem
- Channel
She attaches an occupant’s emails to their site and asset, with any access window they mention.
Optional AI email inbox: draft by default, sending under your policy, and one site learns nothing from another.
- Software
With Buildium, she reads data from an eligible account to locate the site and asset reported.
Writing a work order into Buildium for commercial use still has to be proven; until then, her own register of sites and assets serves as the log. Buildium
- Software
With Hopem, Proprio Expert or a site-specific asset system, access is assessed file by file before she writes anything there.
A management contract signed with one vendor does not carry over to another; she confirms an operation only once the write is validated in the site’s system of record. Hopem
What she does not do on your commercial portfolio
- She does not decide cost allocation between landlord and tenant: she gathers context and forwards it.
- She does not promise a repair on an ordinary slot for an occupant carrying extended coverage.
- She gives no opinion on a commercial lease clause nor on a service commitment.
- She confirms an operation only after the write is validated in the system of record.
- She gives no technical instruction on equipment and no access to a mechanical room without authorisation.
- She does not disclose an occupant’s identity or file details to another occupant of the same site.
- She puts no figure on site management fees: the manager presents them to the client.
What you can ask her yourself
She answers from the tickets, calls and sites you are allowed to access. A question about an option only applies once you have switched it on.
The questionWhich commercial units are affected by the reported outage?
She retrieves the reported asset and occupants. She decides neither the repair nor who bears its cost.
Which sites carry an extended access window in their lease?
She retrieves the intervention window allowed for each site. She does not change that window herself.
Which approval requests run over the mandate’s ceiling and still have no answer?
Add-onWith Maintenance and vendors: the approval queue and the delay on each decision. Without the option, she tracks no spending approval.
Which approved contractor is attached to this asset?
Add-onWith Maintenance and vendors: the coordinated contractor and the state of their intervention. Without the option, she forwards the request without tracking its acceptance.
What happens to the request
Your sites become a readable structure
Buildings and units, occupying businesses and authorised contacts, tracked assets, access hours and commitments per lease, approved contractors and the on-call rule.
She qualifies impact, not only a symptom
Name, callback number, company and site, then the equipment or service affected, what has actually stopped, and since when. Criticality comes from a site and a lease, not from how a call sounds.
Return to service gets validated, not assumed
A ticket carries the time it was picked up, the intervention and a contractor's confirmation that service is restored. Charging cost to landlord or tenant stays a human validation, attached to one file.
What the Real estate base covers
A bilingual receptionist who identifies the person, the property and the nature of a request, creates a request with an owner and a status, and passes priority situations along your procedure. No setup fee, and you keep your numbers.
- Calls answered in French and in English, following the caller
- Site, unit and authorised contact identified before qualification
- A ticket tied to the asset, with a named owner and a visible status
- Escalation to on-call along the criticality set on that site
- A written summary after every call, readable in the app, and the option to ask her what happened
She does not decide how a cost splits between landlord and tenant: she gathers context and passes it on.
Decisions that stay with you
- She promises no repair in an ordinary slot for an occupant whose coverage is extended.
- She gives no opinion on a commercial lease clause or a service commitment.
- She confirms an operation once a write has been validated in the system of record.
- She gives no technical instruction on equipment and grants no mechanical room access without authorisation.
Ask your receptionist, too
This is included in your base plan. She answers using the calls, requests and business information you are allowed to access.
Talk to your receptionistA question you can ask
Which commercial units are affected by the reported outage?
She retrieves the reported equipment and occupants. She decides neither the repair nor who bears its cost.
What else you can hand to her
Beyond the base plan. Each one is added on purpose, separately from the base. None is switched on unless you choose it.
When your customers prefer to write
You can add a channel so she can continue the conversation with your customers. Any action she takes follows the same rules and the options you have chosen.
Optional customer channel
Your email inbox
Keep occupant requests and access windows with the property and equipment record.
The transactional messages provided by your base plan and your own questions to the receptionist remain included.
Keeping your current software?
Check the actions supported, connection requirements and how to work when your software cannot perform the requested action.
Open interface documented for property data; how well it fits commercial work — assets, leases, work orders — is unknown, and writing has yet to be proven.
Earlier research kept without re-checking: official access and an authentication contract remain to be established with each vendor, including a maintenance system separate from a management system.
A failed system costs trading hours, not comfort
In commercial property, a caller is a store manager, a facilities lead or a company director, and they measure a problem in lost operating hours. A dead rooftop unit in an office building is handled differently from a dead compressor in a food unit, and a single failure can hit several occupants with different access hours and different contractual commitments.
Your receptionist identifies the occupying business, the site, the unit and an authorised contact — because an employee cannot commit a tenant. She then qualifies the equipment or service affected, operational impact, access hours allowed under the lease, and any other units touched. The ticket leaves attached to an asset rather than to a vague address.
Cost allocation between landlord and tenant remains a manager's decision, resting on contractual coverage. What she prevents is technical coordination drifting apart from cost allocation: an approval request goes out with lease context already gathered.
In the same section
The other lines of work in this section run on the same engine, with their own requests and their own rules.
Real estateOwnership and property management
Commercial property management — your questions
How does she tell a critical failure from a routine request?
From criticality written into your site and the lease: which asset, what operational impact was reported, and which access hours are covered. One symptom does not lead to the same outcome in an office shut at 6 and in a warehouse running around the clock.
Can she speak with any employee of a tenant?
She takes the call and documents the situation, and she identifies the authorised contact before any decision that commits a tenant. An employee reports; a designated contact approves.
What about splitting cost between landlord and tenant?
She gathers contractual coverage and context, then passes it on. Allocation stays with a manager, logged in the same file as the intervention, alongside a contractor's confirmation that service is restored.
What if I run several sites with different teams?
The Multi-site and entities option routes a call to the right site with its local information, separates permissions per entity, and consolidates call load into a single dashboard.
Does she schedule preventive maintenance?
Yes, to the extent you have described it: she places planned visits in the calendar, warns affected occupants about required access, and chases appointments that found no slot, keeping a trace in the asset file.
Your rules, before the first call
Start your free trial with your email. Your website can help prepare your business information, but it is optional. Confirm the facts, choose a first task and test your receptionist. You can try options too, starting with the ones you need.
Keep my phone numberCommercial property management