brief · 3 pages
Illustrative — final asset pending validation
Hotel service brief — the response time we publish, and how we keep it
A forwardable internal note for the GM, FM and operator-side stakeholders — the actual mechanics behind a 4-hour metro response, in plain language.
The promise
A response within four working hours, in-metro, with a named technician arriving on site within twenty-four hours anywhere we install. We publish it because we keep it.
The machinery
- A working parts inventory held locally in each of three metros — HCMC, Hanoi, Danang
- A named technician roster, assigned per property, listed in your operations manual
- A response-time monitor reported to your facilities team quarterly
- Escalation that runs through us, not through an overseas service desk
Why this matters at audit
Operator brand-standard audits cite response and uptime as core categories. A published SLA, kept and reported on, is what closes that category cleanly. Our SLA is shaped as audit-ready evidence by design.
Built for the colleague who will make the case — pasteable, forwardable, designed for the email thread.
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