Every job you get on Basementgrid has a deadline. This is called the SLA. If you finish on time, your vendor score stays good. If you always late, your score drops.
How much time you get, by job type
| Work Order Type | Priority | SLA Response / Completion Deadline | Examples |
| Emergency | Any | WO Issued Time + 4 Hours | Critical safety or liability issues: burst main pipes, trapped lifts, active electrical fires, basement flooding. |
| Compliance | Any | Before Asset Due Date | BMSMA statutory requirements: must be completed before the asset's specific Certificate Expiry Date expires. |
| Reactive (Fixing broken items) | High | WO Issued Time + 24 Hours | Main security gate broken, corridor lights completely blacked out. |
| Reactive (Fixing broken items) | Medium | WO Issued Time + 3 Days | Faulty intercom, gym air-conditioning unit leaking. |
| Reactive (Fixing broken items) | Low | WO Issued Time + 7 Days | Scratched paint inside a lift car, squeaky door hinge. |
| Periodic (Routine servicing) | Any | Before Due Date | Scheduled monthly landscape pruning, pool cleaning, or grease trap clearing. |
| Improvement (Upgrades) | Any | Before Due Date | Project-based upgrades: replacing estate lightbulbs with LEDs, painting new drop-off zone markings. |
When does the clock start and stop?
- Start: the moment the work order is issued to you
- Stop: the moment you mark it as completed
- For periodic, compliance, and improvement jobs: you must submit by 11:59pm on the due date
Important: if you close the work order but forgot to attach photo or info needed, it may get sent back to you. That means the clock keeps running and your time gets longer. So make sure you attach everything before you close.
How this affects your score
Basementgrid tracks how many jobs you finish on time. This is your SLA Compliance Rate:
(Jobs finished on time ÷ Total jobs given to you) x 100%
- Finish on time = Compliant
- Finish late = Not compliant
Keep your score above 90% and you stay in good standing. This means you get more work orders sent to you automatically, and you get picked first for new maintenance contracts.
Remember
- Check the job type, know your deadline
- Attach all required photos/info before closing, so it don't get sent back
- Stay above 90% to keep getting more jobs
