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
Our 3-tier escalation chain
Why this process gives peace of mind
What you get
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
What happens if the primary contractor doesn't respond?
After 60-90 minutes with no confirmation, our backup contractor is automatically dispatched and your account manager is notified.
Who decides a situation needs leadership involvement?
Any incident affecting the building's structure, multiple units, or requiring evacuation automatically triggers Tier 3.
Will I be informed at every stage of the escalation?
Yes. You receive an update at every tier change, with status and the next contractor or party involved.
Does this process apply to condos?
Yes, with additional coordination with the condo board when the emergency affects common areas.
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.