Support
How the building responds when something goes wrong. Covers issue reporting, acknowledgment, status communication, severity classification, escalation, resolution confirmation, and follow-up — as experienced by the resident through the building's digital interface.
How the building behaves when something goes wrong defines its character more than any other domain. The gap between "request submitted" and "problem solved" is where resident trust is earned or destroyed.
The expectations
Each expectation page defines what the building does, what is required and what is recommended, how it looks in practice, how it fails, and how to test it.
| Quality | Expectation |
|---|---|
| Reliability | No Request Lost — The building shall receive, confirm receipt of, and progress every reported issue to a defined resolution, without silent loss at any stage. |
| Clarity | Status Without Asking — The building shall communicate the current state, assignment, expected timeline, and resolution of every reported issue to the resident — proactively, at each stage transition, without requiring the resident to ask. |
| Control | One Interface, Full Record — The building shall provide a single primary digital interface for all support interactions — reporting, tracking, history, and communication — and that interface shall be the authoritative record of every request. |
| Harmony | Context Travels, Not Residents — The building shall ensure that when a support request involves multiple parties, handoffs, or stages, the full record travels with the request — so the resident is never the carrier of context. |
| Grace | Response Matches Severity — The building shall respond to every request in language and timeframe appropriate to its severity — distinguishing between routine, urgent, and emergency issues from the first interaction. |
| Care | The Building Checks Back — The building shall initiate follow-up after high-severity issues to confirm resolution held — without the resident requesting it — and ensure that no resident is unable to report an issue due to the design of the reporting interface itself. |
Resources
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