What Always Escalates to You

No heat in January is not a 911 call. It is also not a leave-a-message-until-Monday call.

Emergency has always been the one call type you cannot turn off. If a call is life-threatening, your assistant recommends calling 911, takes the caller's name, and texts your Call List instead of connecting the call. For other urgent problems it calls down your Call List in order. What is new is the gap just below it.

Your escalation list. Twelve maintenance situations that always trigger an escalation call: no heat, no A/C, no hot water, no electricity, water leak or flood, sewage backup, ceiling leak or bulge, broken window, door, latch, or lock, refrigerator inoperable, toilet inoperable, garbage disposal jammed, wild animal in the apartment. Your assistant connects the caller to your Call List without asking them first, whatever the rest of your maintenance handling is set to do.

It is a starting list, not a fixed one. Every situation is a checkbox. Turn one off and it goes back to being handled like any other maintenance call. Need one we do not list? Tell us and we will set it up.

Two of them ask one question first. A toilet that will not flush gets asked whether it is the only one in the unit. A jammed disposal gets asked whether the sink is backed up. If the answer is no, your assistant takes a detailed message instead of ringing you at 1 AM.

Everything else takes a message. Nothing outside your list rings anyone on a maintenance call, and the caller hears what happens next. It is still recorded and flagged by what they actually described.

Emergency and the escalation list are on every plan. Call Lists with more than one person are part of Doorkeep Pro.