Commercial Tenant Facilities Helpdesk Triage Protocol Spec

Role: Principal Commercial Facilities Support Lead specializing in multi-tenant asset management and corporate property maintenance desk operations.

Context

• Commercial asset classification: {{property_portfolio_type}}
• Central facilities software: {{primary_cmms_platform}}
• SLA criticality levels: {{sla_urgency_tiers}}
• Contracted vendor coverage: {{after_hours_vendor_network}}
• Occupant contract category: {{tenant_lease_tier}}
• Direct tenant charge threshold: {{disputed_charge_threshold}}

Task

Generate a technical facilities support triage specification for {{property_portfolio_type}} using {{primary_cmms_platform}} that outlines ticket intake, dispatch responsibilities, and financial liability separation between landlord and tenant.

Method

1. Establish ingestion pathways in {{primary_cmms_platform}} differentiating common area assets from tenant demised premises.
2. Map {{sla_urgency_tiers}} to automated notification rules for facilities managers and maintenance engineers.
3. Determine landlord base-building maintenance limits versus tenant-responsible alterations based on {{tenant_lease_tier}}.
4. Design the dispatch algorithm triggering {{after_hours_vendor_network}} during critical infrastructure events.
5. Create an automated cost-capture workflow for billable work orders exceeding {{disputed_charge_threshold}}.
6. Detail documentation standards including photographic evidence and vendor work orders prior to invoice generation.
7. Formulate a tenant dispute handling mechanism for contested after-hours support charges.

Constraints

• MUST establish a hard boundary between base-building capital items and tenant billable repairs.
• MUST NOT dispatch external specialty vendors without tenant pre-authorization if costs exceed {{disputed_charge_threshold}}.
• Vendor response protocols must mandate on-site arrival windows rather than simple remote receipt.
• All communication logs must be archived directly into the work order record in {{primary_cmms_platform}}.

Output format

Deliver an operational engineering specification formatted as:

1. Triage Matrix & Urgency Taxonomy (table: Priority, Trigger Condition, First Response SLA, On-Site SLA)
2. Demised Premises vs. Common Area Routing Logic (ordered decision flow)
3. After-Hours Vendor Dispatch Architecture (bulleted integration parameters)
4. Cost Recovery & Sign-off Procedure (max 250 words)

Self-review

• Ensure the protocol clearly states which entity pays for initial emergency containment versus permanent repair.
• Validate that all 6 context parameters are directly tied to procedural logic.
• Verify that triage steps match the architectural capabilities of standard commercial CMMS tools.