Maintenance in Harmony is very powerful through the HERO CMMS, and there's no simple answer to how to manage all maintenance - that would be an entire book. However, the following provides an overview; please read additional articles for specific details.

In general terms, maintenance has two sides: the request and the order. Each one contains multiple components. You do not need to record a request in order to create an order, but it does provide additional functionality.

The Request

Types of requests include:

Work Request

This is a request from someone to do work. Typically this is an occupant in a unit, but work can be requested by anyone, including the unit/property owner, the manager, or an inspector. Work can also be requested from the system, when routine maintenance is scheduled on intervals. When you process the request, you can either resolve it without ordering work, or order the work and resolve it when the work is complete.

Quote Request

This is a request from you to vendors to submit competitive quotes or bids on work to be done. When you award the work through your quote/bid review process, work is ordered to the awarded vendor.

Architectual Request

This is a request from an association member to do their own work, either on their own or through their contractor. This request does not ever result in work being ordered; the request is either approved, approved with conditions, or disapproved through your approval process (generally by a review committee and the board).

The Order

When you are ready to assign work to a vendor, this is done through the work order. In the work order, you set the parameters, timelines, financial components, and stages of the work. The owner/association can approve or reject work through the client approval option. The vendor can accept or decline work through the vendor accept option. Vendors can provide estimates, totals, notes, and status updates through their portal. You can track vendors on site for work through the job log option. On-time and on-budget vendor performance is tracked. Granular time and bill tracking is available. There are tons of other work order features including warranty tracking, services agreements, key tracking, permit tracking, checklists, component/related activities, resource assignment, and much, much more.

Invoicing

When work is performed, vendors provide invoices, which you can optionally correlate to the work orders to track invoiced and paid work. Additional money options on work orders allow you to set limits based on your management agreement or owner approval, withhold uninvoiced work costs from owner distributions, charge co-pays to occupants, track and report CAM, and more.

Inspections

The standalone HERO Inspections system allows you or your outsourced inspectors to perform full inspections on units, which integrates fully with the maintenance system.

Permits

Work requiring permits is recorded the powerful permitting system, which allows you to effectively track and manage the entire permit process.

Reporting

Open and finished maintenance reports include tools to effectively analyze maintenance and vendor performance.

Appointments

Optional appointment confirmation allows you to schedule and confirm appointments with involved parties.

Surveys

Optional experience surveys allow you to solicit feedback after maintenance is done, automatically updating vendor scores.

Vendor Suitability, Preferred Vendors, and Services Agreements

Unique and powerful tools give you insight to most effectively assign maintenance to the right vendor.