Extend the Time Frame for a Job

The Time Out feature tracks how long a provider has to take action on a job. If no action—such as scheduling work or booking an inspection—is taken by the Commencement Date, the request is marked as “Timed out.” This helps maintain job progress and accountability.

Why a Job Times Out

A job may time out if a service provider fails to respond in time. This commonly happens when:

• Work isn’t scheduled.

• An inspection isn’t booked.

• Delays in reaching the site contact.

• Awaiting delivery of parts or materials.

To avoid a timeout, providers can manually update the job status to:

• Awaiting Site Contact

• Awaiting Materials

The Time Out threshold is based on the Date of Commencement set by the Strata Manager and is visible on the Work Summary page.

Extending or Resetting the Timer

When a Work Request times out, you can adjust or disable the timer by clicking the 3 dots right next to 'Full info' button then select 'Extend Time Frame'

Or click the “Update timer” button.

This opens the timer configuration window with three main sections:

Extend Expiry Time

Choose how much additional time the provider has to respond:

• 24 hours

• 72 hours

• 5 days

The selected extension will apply to the listed contractor

Re-assign to a new contractor 

Strata Managers may also choose to reassign the request to a new provider. 

Click on the “Change provider” icon on the right side of the contractor’s name.

A window titled “Assign new contractor” will appear, use the search bar to look up a new contractor by name. They can toggle between the Service Area and All tabs.

After assigning a new contractor, the contractor on the request will be cancelled. This means the original contractor will no longer be associated with the job.

Once a new contractor is selected from the list, click “Submit” to confirm.

Change Due Date of Commencement

Managers may also update the Commencement Date and Time:

A new date and time can be selected using the calendar and clock fields.

This updated information will be shown on the job page and sent to the provider via email and in-platform message.

To prevent the job from timing out entirely, they may check the box to disable timeout for the request.

An optional message field is available to communicate directly with the provider about the reason for the change

After selecting the desired settings, click Submit to apply the changes. The service provider will be notified immediately.

Strata Managers should contact us with any further questions regarding this process.