Question 1

What does the $199/month service cover?

Accepted Answer

Rafterune is an ongoing paid maintenance-operations service at $199 per month for one portfolio of 50–500 units. The first month is 30 days; there is no free tier or free trial. It supports request intake and triage, vendor coordination and handoffs, resident updates, cost tracking, follow-through, and completion evidence.

Question 2

How does onboarding start?

Accepted Answer

Onboarding confirms the portfolio and request context, reviews the lifecycle from intake through completion, prepares resident updates, and sets up how completion evidence is recorded. The ongoing workflow then keeps open work, handoffs, costs, and follow-through visible.

Question 3

How do requests enter the workflow?

Accepted Answer

A team member can create a request with the property, unit or area, category, issue description, resident contact details, and an optional photo. The team can also paste a forwarded maintenance email for extraction into a review draft; the source details are checked before that draft becomes an active queue item. Either path produces one request record with the context needed for the next handoff.

Question 4

How is urgency triaged?

Accepted Answer

New requests receive a starting urgency from the team’s category rules, with after-hours and weekend escalation available in the triage settings. An optional AI suggestion can add a plain-language rationale from the request context. A coordinator reviews the result, can change the effective urgency, and remains responsible for the decision; the suggestion is not a promise of automatic emergency response.

Question 5

How are vendors coordinated?

Accepted Answer

The team assigns a named vendor to the request, records the handoff and confirmation, and keeps the appointment window, latest action, and vendor activity with the work item. Vendor wait signals and nudges help the team see when a handoff needs attention. Vendor availability and completion time still depend on the vendor and the work required.

Question 6

What completion evidence is captured and shared?

Accepted Answer

A request is not treated as complete just because its status changed. The completion record requires notes and a completion date plus supporting proof: an image, an attachment, or a reference URL. Where resident confirmation applies, the resident response is recorded before the work is treated as fully closed; vendor-reported completion stays separate from that follow-up signal.

Question 7

What do residents experience, and what outcomes are tracked?

Accepted Answer

Residents can follow the shared request status, recorded updates, appointment window when one is set, and vendor category. After a vendor reports completion, the resident can respond Fixed, Still unresolved, or No response, with an optional comment or photo for unresolved work. That response stays on the request so the team can keep an unresolved issue open instead of treating a vendor update as the final outcome.

Question 8

What does the maintenance request and completion-evidence demo show?

Accepted Answer

The public walkthrough is a synthetic example, not a customer case or a real tenant response. It follows a sample kitchen supply-line leak from intake through urgency review, coordinator ownership, vendor work, resident updates, completion evidence, and possible resident outcomes. Fixed, Still unresolved, and No response are illustrative paths; selecting an outcome in the demo does not submit a real response.

Question 9

Are Rafterune’s results proven?

Accepted Answer

Rafterune is early-stage, and its results are not yet proven. The homepage brief and public walkthrough are illustrative examples, not measured customer results.