How we work
Our engagement process and service commitments
Owners comparing facility-management firms are really asking two questions: how will this actually run, and what can I hold you to? This page answers both in the open.
The engagement follows a clear arc, and the commitments behind it are written into your contract as service levels — then made checkable on the same platform we run every building on.
This is the operational view. For the strategic arc of an engagement — how a building gets cheaper to run over time — see the about page.
A note on honesty: we publish the framework, not invented numbers. The specific clock targets live in each client’s SLA, because a hospital and a warehouse do not share a definition of “urgent.”
The engagement
Four phases, documented end to end
Every phase leaves a record in the portal, so there is never a gap between what was promised and what you can see.
01
Assess & scope
We walk the building, capture baseline 360° documentation, tag the major assets, and read the last year of invoices. The proposal that follows is priced from what we actually saw — not a template — and it names the scope, the exclusions, and the service levels we will hold.
02
Mobilize & build the twin
Before we run a single work order, your building becomes a record: QR-tagged assets with histories, preventive-maintenance schedules loaded, a browser-based 3D walkthrough of each floor, and the SLA priority tiers configured for how this building is actually used.
03
Operate & document
Requests come in, get triaged by priority, dispatch to the right crew or a supervised licensed sub, and close with photos. Preventive maintenance runs on schedule. Every action is time-stamped in the portal as it happens — you are never waiting on a monthly summary to know what is going on.
04
Report & review
Each month closes with a report you can read in five minutes: what was done, what it cost, and how we performed against the service levels in your contract. Quarterly, we sit down with the data — what to replace instead of repair, where to plan capital, what to tighten.
Service commitments
Priority tiers, set in your SLA
Work is triaged into four priorities. The qualitative commitments below hold on every contract; the specific response and resolution clock targets are agreed with you and written into your service-level agreement, calibrated to how critical your building is.
Emergency
Life-safety, security, or a failure actively causing damage — a burst pipe, a dead HVAC system in a heat wave, a compromised entrance.
An immediate response, around the clock. A 2 a.m. call reaches a live person and a crew, not a voicemail. The specific clock targets are set in your SLA by the building’s criticality.
Urgent
A problem degrading operations or comfort that is not yet an emergency — a stuck loading dock, a failing rooftop unit, a dark common area.
Response and resolution targets defined in your SLA and calibrated to the tenant impact, then tracked to close in the portal.
Routine
Standard work orders and day-to-day requests from your team and tenants.
Triaged and scheduled the same business day they come in. Completion targets are defined in your SLA and reported against every month.
Planned
Preventive maintenance, compliance inspections, and scheduled capital work.
Runs on a published schedule agreed in advance, with completion tracked and shown in your reporting — not left to chance or memory.
What makes the commitment real
Anyone can print a service-level table. The difference is whether you can check it. Every work order in a Levaru building is time-stamped as it moves — opened, responded to, closed — and carries completion photos, so SLA performance is a number you read, not a claim you trust.
Your monthly report shows performance against every target in your contract. If we miss one, it is visible to you before it is visible in a review — because it is the same live record we are working from.
- Every visit documented. Photo-verified work orders and QR-tagged asset histories, visible in your portal.
- Vendors held to account. Licensed subs work under our supervision with current insurance on file; we self-perform the routine layer and manage the specialists — and we are candid about which is which.
- Your data stays yours. Full export at the end of any contract. No hostage records, no lock-in.
FAQ
Service commitments — common questions
How do you set SLA response and resolution times?
Per contract, by priority tier and by how critical the building is. A hospital corridor and a suburban warehouse do not share the same definition of “urgent,” so we do not publish one-size-fits-all guarantees. We agree the targets for each priority level with you up front, write them into the contract as service levels, and then the portal shows the actuals — every open, response, and close timestamp — so compliance is measured, not asserted.
Do you put response times in writing?
Yes. Response and completion targets for each priority level are written into your contract as service levels. What makes ours checkable rather than aspirational is the platform: the client portal records when each work order was opened, responded to, and closed, with photos, and the monthly report shows performance against target. You never have to take our word for how fast we are — the timestamps are yours to inspect.
How do you handle an emergency at 2 a.m.?
Emergencies are dispatched immediately, around the clock. A live person answers and a crew is sent — for life-safety, security, and failures actively causing damage. We stabilize on arrival and track the permanent fix to close, all documented in the portal. Prevention is the real goal, though: the best emergency response is the failure that never happened, which is why disciplined preventive maintenance is the core of every program we run.
Is there a minimum building size to work with Levaru?
We do not set an arbitrary square-footage floor. We scope a program to the building and the portfolio in front of us — a single well-run property and a multi-building portfolio are both workable, priced to their real needs. The honest fit question is not size but whether an owner values documented, verifiable service; that is what our model is built for. The clearest way to find out is to have us walk the building and scope it.
What happens to our records if we ever leave?
They are yours. The asset histories, work-order records, photos, inspection logs, and documentation captured during our engagement belong to your building, and we provide a full export at the end of a contract — no hostage data, no lock-in. We would rather earn a renewal by being worth keeping than by making it painful to leave.
Next step
Want these commitments scoped to your building? Let's walk it together.
Curious how it works? See how our 3D walkthroughs work →