Emergency Maintenance
Our Escalation Procedures
What happens if the first contractor can't resolve the problem, or the situation gets worse mid-response? Here's our escalation protocol, step by step.
The risk of a plan with no escalation
Many management companies stop at the first call: if the contractor doesn't answer or the problem exceeds their expertise, the owner is left searching for a solution alone, mid-emergency.
Our 3-tier escalation chain
Tier 1 (0-60 min): primary area contractor dispatched. Tier 2 (60-90 min, if Tier 1 doesn't respond or scope exceeds their expertise): backup contractor from our vetted network is dispatched and your Jones account manager is notified. Tier 3 (major situations - structural damage, evacuation, multi-unit incidents): Jones leadership directly involved, coordinating with insurers and municipal authorities as needed.
Why this process gives peace of mind
Remote owners who want certainty that a backup plan exists. Condos and multi-unit buildings where a poorly handled emergency can affect several tenants at once.
What you get
Never a single point of failure - a backup plan is always active
Account manager notified automatically at Tier 2
Leadership escalation for major situations
Proactive owner communication at every tier change
Insurer coordination for significant incidents
How it works
1
Initial dispatch
Primary area contractor sent.
2
Active monitoring
We track response time in real time.
3
Escalate if needed
Backup contractor plus account manager notified after 60-90 minutes with no response.
4
Leadership involved
For major incidents, Jones leadership coordinates directly.
Frequently Asked Questions
After 60-90 minutes with no confirmation, our backup contractor is automatically dispatched and your account manager is notified.
Know there's always a backup plan
Our escalation chain guarantees an emergency never goes unanswered.
Related services
Areas we serve
Emergency response available 24/7 throughout Montreal and surrounding areas.