Process & accountability

How a Breakwater pod
actually works.

From your first call to daily operations to monthly reporting — a complete walkthrough of what happens, who owns it, and how we're accountable at every step.

Phase 1 · Days 1–14

The 14-day free trial.

Your trial is a fully operational engagement. A real pod, handling your real maintenance coordination and rent follow-up, with daily documentation. Not a demo — a working deployment.

1
Day 1
Onboarding Call & System Access
The Operations Director runs your onboarding call. You walk us through your PM software, share tenant communication templates, and introduce us to your vendor list. We configure access and assign your pod.
🔑
Software access granted
Read/write access configured in AppFolio, Buildium, Yardi, or your PM platform. We work inside your system — no data migration, no parallel tools.
📋
Workflow preferences captured
Your escalation thresholds, preferred vendor contacts, communication standards, and SLA expectations documented before the first ticket is touched.
👥
Pod assigned and briefed
Your dedicated pod receives your property profile, vendor contacts, and client communication standards. They're ready to handle inbound by Day 1 afternoon.
2
Days 1–4
Live Operations Begin
Your pod takes over maintenance coordination and rent follow-up from Day 1. Every ticket, every call, every vendor dispatch is logged in your PM software under your company name.
🔧
Maintenance intake and triage
All maintenance requests received, logged, categorized by urgency, and dispatched to vendor within SLA window. Emergency issues escalated per your protocol.
💰
Rent follow-up initiated
Outstanding balances identified. Reminder sequence started per your timeline. All outreach logged with response tracking in your PM software.
📞
Vendor communication handled
ETA confirmations, access coordination, completion verification, and work order closure — all tracked with timestamps and logged for your review.
3
Day 5
Pulse Report
The Operations Director sends your first structured performance report. Five days of live operations, documented and reviewed together.
📊
Work order summary
Open, closed, and pending tickets with SLA status. Every work order that touched your account in Days 1–5.
💬
Rent follow-up status
Contacts attempted, responses received, payment arrangements made. Delinquency reduction tracked against Day 1 baseline.
⚡
Escalation log
Any items that required operator decision reviewed. Patterns identified. Workflow adjustments proposed if needed.
4
Day 10
Conversion Review Call
The Account Executive walks you through ten days of performance data. You see your results. You ask your questions. Then you decide — with full information.
📈
10-day performance summary
SLA hit rate, ticket volume handled, rent follow-up outcomes, vendor response time. Your pod's performance against your benchmarks.
💼
Pricing and scope presented
Monthly pod pricing discussed for the first time. No pressure. Just the numbers and what they cover.
5
Day 14
Decision Day
The Founder reviews the full trial with you. If the results justify it, you convert to a monthly pod. If they don't, you walk away with two weeks of free operations and a clear picture of what the work requires.
✅
Convert to monthly pod
Same team, same system, same accountability. Now on a monthly engagement with full SLA coverage and weekly reporting.
🤝
Or walk away — no obligation
No contract signed until Day 14. No pressure. The trial exists to create evidence, not obligation.
Phase 2 · Ongoing

Daily operations — what we own.

Once you convert, your pod runs a defined daily operational cycle across three core functions. Every function has a documented owner, a logged output, and a weekly summary report.

Function 01
Maintenance Coordination
✓
Inbound maintenance requests received and logged within SLA
✓
Urgency triaged — emergency vs. routine vs. non-urgent
✓
Vendor dispatched with access instructions and ETA confirmed
✓
Tenant notified of timeline and next steps
✓
Work order updated to completion and closed in PM software
✓
Escalation to operator if decision required
Function 02
Rent Collection Follow-up
✓
Outstanding balances identified in PM software daily
✓
Reminder sequence initiated per your timeline (Day 1, 5, 10)
✓
Tenant responses logged with payment commitments tracked
✓
Payment arrangements documented and followed through
✓
Persistent non-payers escalated to operator with full history
✓
Delinquency report updated in PM software in real time
Function 03
Vendor & Work Order Management
✓
Open work order queue reviewed every morning
✓
Vendor follow-up calls placed for any open items past SLA
✓
Completion confirmed before work order closure — no auto-close
✓
Vendor notes and invoice documentation logged
✓
Recurring issues flagged to operator with pattern data
✓
Work order history exported for monthly review
Reporting

What your weekly report looks like.

Every week, the Operations Director sends a structured summary. Not a narrative — a data report. You see your SLA performance, ticket volume, and rent follow-up outcomes without having to ask.

Weekly Operations Report · Example Output
Live
Work Orders
24
this week
SLA Hit Rate
96%
within window
Rent Contacted
11
delinquent units
Collected
8
commitments secured
WO #3041 — Unit 6B · Plumbing · Vendor dispatched + resolved · 18hr close
Closed
WO #3042 — Unit 14C · HVAC · Vendor confirmed · ETA Thursday
In Progress
Unit 22A · Rent Day 8 · Payment plan agreed · $850 due Friday
Committed
Unit 9D · Rent Day 12 · Payment received · Balance cleared
Collected
Service standards

SLA commitments we hold ourselves to.

Our SLAs aren't marketing language. They're the operating standards your pod is measured against in every weekly report. If we miss them, you see it.

2 hr
Emergency Maintenance Response
Inbound emergency (no heat, flooding, lockout, safety) acknowledged and vendor dispatched within 2 hours of receipt, 7 days a week.
24 hr
Routine Work Order Initiation
Non-emergency maintenance requests logged, categorized, and vendor dispatch initiated within one business day of receipt.
Day 1
Delinquency Outreach Start
Rent follow-up begins on the first day after your designated grace period. No delay, no batch processing. Each tenant contacted individually.
Weekly
Performance Reporting
Structured weekly report delivered every Monday covering work orders, SLA adherence, rent follow-up, and open escalations.
4 hr
Escalation Response
Any item flagged for operator decision receives a response within 4 hours during business hours. You are never waiting on us to move forward.
Always
Your Brand, Not Ours
Every tenant and vendor communication is sent under your company name. Breakwater is never visible to your clients. We are your operations team.
See it working

Start your free trial.
14 days. Real operations.

No contracts until Day 14. A working pod handling your maintenance coordination and rent follow-up from Day 1. You see the results — then you decide.

Request an Operational Review →