Water spill on the floor

Raised 10:14 by tenant Eli K. — Grace House · Lot 14. Playbook resolved at building scope: Grace House · Water spill. State step 1 pending · next escalation in 22 min.

Playbook execution

10:14 · 0s

Incident raised & categorised

Tenant selected category cleaning; system matched playbook Water spill (building scope).
10:14 · step 1 started

Step 1 — notify Cleaning Manager + Admin

Channels: email + SMS. Ack timeout 30 min. Recipients: 2 users matching roles on this building.
→ M. O'Brien (Cleaning Mgr) · J. Park (Admin) — both notified 10:14:02
— pending

Step 2 — escalate to Super Admin

If no ack by 10:44, notify Super Admin via email + SMS + call.
— pending

Step 3 — terminal call-out

If still no ack, call everyone with incident.triage on this building.

Progress updates visible to reporter

Public progress posts — the tenant who reported this and anyone with view on the ticket sees these on their reports page. Posting also sends an email + (per SLA) counts toward the 48-hour update commitment.

10:22 · Sarah Patel to tenant
"Thanks for reporting — Manuel from Crystal Clear is on his way. ETA 20 min. We'll let you know when the spill is cleared and the floor is dry."

10:45 · Manuel Santos contractor
"On site. Mopping up and putting down a wet-floor sign. Will check back in 30 min once dry."

Internal notes staff only

Not visible to the reporter or the contractor. Keyboard-only entry per §4.7 (no voice input).

10:18 · S. Patel — "Adjacent unit was carrying ice for an event; likely came from there. Will note for L13 lease renewal."