After hours
Your tenants get an answer at 2:00 AM ET Only emergencies wake you
Sharing the night phone? Our AI maintenance team answers your tenants all night and wakes your on-call person only for an emergency or a request for a person.
Is it an emergency? Your list decides
Every call after hours starts with your safety questions. Only your emergency list, or a tenant asking for a person, wakes your on-call person.
- Ours2:14 AM ETMaple Street Rentals maintenance. I'm the AI assistant, and this call is recorded. What's going on?
- Kim2:14 AM ETWater's coming through my ceiling.
- Ours2:14 AM ETIs anyone hurt, or do you smell gas or smoke?
- Kim2:14 AM ETNo, just water.
- Ours2:14 AM ETWater through a ceiling is on the emergency list. It's case #2075. I'm reaching the on-call person now.
- Water through a ceiling
- Burst pipe or flooding
- No heat
- Gas smell
- Clogged sink
- Bathroom fan
- Dripping faucet
- Appliance not working
A tenant who asks for a person on a call is also put through to your on-call person.
Gas, smoke or anyone hurt? The tenant calls 911 first
Some calls are not yours to handle. For those, Ours tells the tenant to get safe and call 911 or the gas utility, then reaches your on-call person so your team knows right away.
- JulesFriday 10:48 PM ETI smell gas in the kitchen.
- OursFriday 10:48 PM ETPlease leave the unit now and don't switch anything on or off. Once you're outside, call 911 or the gas utility.
- JulesFriday 10:50 PM ETI'm outside. Calling them now.
- OursFriday 10:50 PM ETThank you, Jules. It's case #2088. I'm reaching the Maple Street Rentals on-call person now, and they'll call you.
- A gas smellLeave the unit, then call 911 or the gas utility
- Smoke or fireGet out, then call 911
- Anyone hurt or in dangerCall 911
Then it calls and texts your on-call person, the same as any emergency.
Not an emergency service. For a fire, a gas leak or anyone in danger, call 911 or the gas utility.
Is anyone on call awake? It tries your backup next
Ours calls and texts your on-call person first. After 5 minutes with no answer, it calls and texts your backup, and every call and text is on the case.
Ours reached Dave
Wednesday- 2:14 AM ETAnswered Kim and asked your safety questions
- 2:14 AM ETCalled and texted Sam, first on your on-call calendarText “Maple Street Rentals maintenance. EMERGENCY #2075 at 5 Birch Rd, unit 2: water through the ceiling. Kim's number is on the case.”
- 2:15 AM ETSam's phone went to voicemail
- 2:19 AM ETNo answer after 5 minutes, so it called and texted Dave, the backup
- 2:24 AM ETDave called Kim back
- 2:24 AM ETPut both calls and texts on case #2075
- 1SamFirst on your on-call calendar this week. Called and texted first.
- 2DaveYour backup. Called and texted after 5 minutes with no answer.
- 3YouNobody answers? The case comes to you, with who was called and when.
- Ours2:19 AM ETMaple Street Rentals maintenance. EMERGENCY #2075 at 5 Birch Rd, unit 2: water through the ceiling. Sam hasn't answered. Kim's number is on the case.
- Dave · backup2:24 AM ETCalling Kim now.
Water's off, so who books the repair? The case stays open until it's fixed
Stopping the water ends the emergency. Booking the permanent repair becomes the case's next step. If it isn't booked by the morning, the case is in Needs you with that one question.
Ours kept #2075 open
#2075 · Wednesday- 2:51 AM ETPut Dave's note on the caseDave “Water off at the main. Ceiling in unit 2 needs drywall.”
- 2:51 AM ETKept the case open with one next step: book the permanent repair
- 7:30 AM ETPut one question in Needs you, since the repair was not booked yet
- 8:20 AM ETBooked Lee with Kim for Wednesday 1:00 PM ETKim “YES”
You offered it to Lee
1 tapThe ceiling repair in unit 2 at 5 Birch Rd isn't booked yet. Dave stopped the water at 2:51 AM ET. Offer it to Lee, your technician?
#2075 · water through the ceiling · Dave's note at 2:51 AM ETOffered to LeeWednesday 8:05 AM ETMisrouted or dropped? The next person on call gets it
Each property can have its own on-call calendar, and the rest use your company's. If putting a tenant through to the on-call person fails, Ours calls the next person on that list right away. Once everyone has been tried, the case comes to you.
Ours reached Dave
#2089 · Thursday- 9:40 PM ETNoor called and asked for a personNoor “Can I talk to a person, please?”
- 9:40 PM ETChecked who is on call for 22 Elm St: Lee this week
- 9:41 PM ETPut Noor through to Lee. The call didn't connect
- 9:41 PM ETCalled Dave, next on the 22 Elm St list, with the case
- 9:44 PM ETDave called Noor back
- 22 Elm StIts own on-call calendar
- 1Lee
- then2Dave
- 5 Birch Rd, 6 Grove St, 31 Cedar LnYour company calendar
- 1Sam
- then2Dave
Everyone tried and nobody answeredThe case comes to you, with who was called and when.
Everything else waits for the morning
A call that isn't on your list gets a case number and a time to expect a call. The booking is waiting when your day starts.
Woke your on-call person1 case
- Water through the ceilingKim · 5 Birch Rd, unit 2#2075Called 2:14 AM ET
OursWater through a ceiling is on the emergency list. I'm reaching the on-call person now.
- 2:14 AM ETSam called and texted
- 2:15 AM ETSam's phone went to voicemail
- 2:19 AM ETDave, the backup, added
- 2:24 AM ETDave called Kim back
- 2:51 AM ETDave's note on the case: water off at the main
Nobody else was woken up. Two calls waited for the morning.
Waited for the morning2 cases
- Kitchen faucet drippingOmar · 40 Lake St, unit 3#2078Texted 3:05 AM ET
OursThat can wait for the morning. It's case #2078, and someone will call you by 10:00 AM ET.
Booked with Harbor Plumbing · Wednesday 2:00 PM ETOmar replied YES at 8:20 AM ET - Bathroom fan stoppedLena · 6 Grove St, unit 3#2082Called 4:50 AM ET
OursThat can wait for the morning. It's case #2082, and someone will call you by 10:00 AM ET.
Booked with Pat, your technician · Wednesday 11:00 AM ETLena replied YES at 8:10 AM ET
You slept
Nothing overnight- Pick up at 3:05 AM ET and 4:50 AM ET
- Decide whether a drip or a fan can wait
- Call Omar and Lena back in the morning
Omar and Lena were each told when to expect a call. Both were booked by 8:20 AM ET, before the 10:00 AM ET calls were due.
What it never decides alone at night
Overnight, Ours follows the list and the order you set. Anything outside them waits in Needs you for the morning, one sentence and one button.
- What counts as an emergencyYour emergency list decides. Ours asks the questions and follows it.
- Who gets woken upOnly the people on your on-call calendar, in your order, for an emergency on your list or a tenant who asks for a person.
- Sending a vendor during an emergencyYour on-call person handles the emergency. Booking the repair comes after the damage is stopped.
- Spending moneyOn Cautious, approving a repair waits for you in Needs you.
- Calling 911 for a tenantIt tells the tenant to call 911 or the gas utility. It is not an emergency service.
Emergencies skip Needs you and go straight to whoever is on call. What is left in the morning is one sentence and one button.
Not an emergency service. For a fire, a gas leak or anyone in danger, call 911 or the gas utility.
Questions
You do. During setup you pick what wakes your on-call person, like water through a ceiling or no heat. Everything else waits for the morning, and the tenant is told when to expect a call.
It calls and texts the first person on your on-call calendar. After 5 minutes with no answer, it calls and texts your backup. If nobody answers, the case comes to you, with who was called and when.
Ours calls the next person on that property's on-call list right away. Once everyone on the list has been tried, the case comes to you.
The case stays open with one next step: book the permanent repair. It can't close until that repair is done. If it isn't booked by the morning, the case is in Needs you with that one question.
No. For a gas smell, smoke, fire or anyone hurt, it tells the tenant to call 911 or the gas utility first, then reaches your on-call person.
Yes. Put yourself first on the on-call calendar, and it calls and texts you first. Add a backup if there are hours you can't pick up, like during a shift.
Yes. Your technicians can be on the on-call calendar.
An emergency goes to your on-call person first, and they decide. Once the damage is stopped, booking the permanent repair becomes the case's next step.
Keep reading
- How it worksOne request, from tenant text to closed
- In-house techniciansYour own team gets every job first
- You stay in chargeYou decide, and it uses the rules you write
- What counts as an emergencyEmergency, urgent or routine, and what happens next
- After-hours maintenance policyDefine emergencies and set the on-call order
- Setting up an on-call rotationWho goes first, the backup, handoffs and on-call pay
Your phone rings at 2:00 AM ET only when someone needs you