Can contractual response times be tracked live?

It is usually the first thing built, because it is what changes daily conduct. The deadline is computed when the request is created, from the contract, the criticality and the time of day, and anything approaching it surfaces before it is missed. A dashboard counting last month's breaches measures a problem; this one helps avoid it.

Can planned and reactive maintenance live together?

They must, because they explain each other. A unit generating repeated call-outs despite up-to-date planned maintenance signals either equipment at end of life or a badly calibrated plan. Splitting the two across tools makes that reading impossible — and it is that reading which justifies a replacement to the client.

How are specialist subcontractors handled?

As full participants: they receive the request, file their report, and their cost attaches to the job. That attachment is what lets you compare, contract by contract, what was invoiced to the client against what was committed to deliver it.

Has Zora already delivered this kind of tool in multi-technical maintenance?

Not under that name, and we prefer to say so. The closest engagement in the portfolio is an HVAC installer, where the central mechanisms are the same: service contracts, visit scheduling, offline field capture and per-job profitability. What differs here — contractual response times and subcontracting — is a matter of design, not of experience to be extrapolated.

Multi-technical maintenance

Management software for multi-technical maintenance providers

A multi-technical provider does not sell jobs, it sells a commitment: to be there within an agreed time, across a portfolio of sites it does not own, covering trades it does not all perform itself.

What your trade computes that others do not

The contract carries response times, and response times carry consequences. An incoming request starts a clock that depends on the client, the criticality and sometimes the hour it arrives. Learning at month end how many jobs ran over is useless: it has to be visible while they are open, or the commitment is observed rather than met. That is the difference in kind between a tracking tool and an operations tool.

The scope is then twofold: a portfolio of assets and a portfolio of sites, which do not change at the same pace. A site enters or leaves the contract, a unit is replaced, a package moves from planned to reactive. Without an accurate description of that portfolio, planned maintenance is scheduled against the wrong scope, and visits land on equipment removed six months ago.

Finally, part of the work is done by others. The specialist called in on a package you do not cover remains your contractual responsibility: you answer for the time and the quality, and your margin absorbs the gap between what is invoiced to the client and what is paid to the subcontractor. Few tools bring those two amounts together job by job — and that is exactly where a contract's profitability is decided.

What most providers work around by hand

These are the points where the contractual commitment outruns what the tool can follow.

Response times are watched in the operations manager's head.
The asset base lives in a spreadsheet updated when someone remembers.
On-call jobs are recorded the next day, sometimes on Monday.
What is invoiced to the client and what is paid to the subcontractor never meet.
The job report is an email with photos attached.
A multi-site contract's profitability is known at renewal.

What we have not done here yet

No engagement in the portfolio covers this sector. We would rather write that than let it be assumed. Here is the closest one by its management rules:

HVACJobs and field reports for an HVAC installerA single tool to track jobs, schedule interventions and produce field reports, replacing a general-purpose task manager pushed well past its purpose.Read the full case study

What this asks to be built

The building blocks involved, described in detail on their own pages.

Frequently asked questions

Can contractual response times be tracked live?: It is usually the first thing built, because it is what changes daily conduct. The deadline is computed when the request is created, from the contract, the criticality and the time of day, and anything approaching it surfaces before it is missed. A dashboard counting last month's breaches measures a problem; this one helps avoid it.
Can planned and reactive maintenance live together?: They must, because they explain each other. A unit generating repeated call-outs despite up-to-date planned maintenance signals either equipment at end of life or a badly calibrated plan. Splitting the two across tools makes that reading impossible — and it is that reading which justifies a replacement to the client.
How are specialist subcontractors handled?: As full participants: they receive the request, file their report, and their cost attaches to the job. That attachment is what lets you compare, contract by contract, what was invoiced to the client against what was committed to deliver it.
Has Zora already delivered this kind of tool in multi-technical maintenance?: Not under that name, and we prefer to say so. The closest engagement in the portfolio is an HVAC installer, where the central mechanisms are the same: service contracts, visit scheduling, offline field capture and per-job profitability. What differs here — contractual response times and subcontracting — is a matter of design, not of experience to be extrapolated.

Let’s talk about your project

Describe what you are trying to build. We answer with an honest first read on feasibility and scope — even when the answer is that you do not need us.

Tell us about your trade