Last updated: 2026-04-23
Escalation tiers
Anchorlet assumes nothing gets fixed unless someone's paying attention. Every open issue has a clock, and if it goes quiet for too long, it moves up through escalation tiers until you handle it.
The tiers
| Tier | Days open | What happens |
|---|---|---|
| Fresh | 0-6 | Green. Normal. |
| Active | 7-13 | Yellow. Surfaces on your Today page. |
| Overdue | 14-20 | Orange. Elliot will mention it unprompted when you ask about the property. |
| Critical | 21-27 | Red. Shows up in weekly email digests. |
| Escalated | 28+ | Highlighted across the dashboard, included in monthly reporting. |
Emergency issues escalate on a faster timeline: 1 day → Active, 3 days → Overdue, 7 days → Escalated.
How to "reset" the clock
Any activity on an issue resets the clock to fresh:
- Adding a comment
- Assigning or reassigning a contractor
- Changing the status
- Linking an email
- Uploading a photo or receipt
The idea: as long as you're doing something, the clock stays quiet. It only escalates when an issue is genuinely forgotten.
Turning escalation off for specific issues
Some issues can't be resolved quickly — planning permission, insurance claims, tenant-driven delays. For these, open the issue and toggle Pause escalation with a note explaining why. The pause lasts 30 days, then auto-resumes.
Why these thresholds?
The 7/14/21/28 day pattern is based on how long maintenance issues typically take to compound into bigger problems in Irish rental properties. A boiler issue at 7 days is annoying. At 21 days it's a tenant complaining to the RTB. At 28 days it's a tribunal.
You can customise the thresholds per portfolio in Settings → Preferences.