About ReSOLVE Facilities

ReSOLVE Facilities is a multi-tenant platform for managing service requests, technical teams and maintenance operations. Built for condominiums, hotels, hospitals, schools, data centers and any organization with units, sectors and field teams.

What the platform does

Each ReSOLVE customer — called a tenant — has its own isolated workspace: users, service categories, organizational units (sectors), infrastructure (properties / floors / rooms), assignment rules and request data. No tenant ever sees another tenant's data.

Within each tenant, users create requests (service orders): a water leak in a room, a broken piece of equipment, a transport to schedule, an event to prepare. Each request follows a lifecycle — Open → In progress → Resolved — with priority, resolution deadline (SLA), assignment to a unit and a responsible technician.

Who it is built for

• Managers and administrators — configure the structure (units, categories, rules), manage the team and monitor operational performance on the Dashboard.
• Supervisors — distribute work, monitor SLAs and validate resolutions.
• Technicians — receive assigned requests, log progress, attach photos, communicate.
• Users and residents — open requests from the phone or portal, follow status, receive notifications.

Essential concepts

Tenant (organization)

The customer that subscribes to the platform. Each tenant has its own users, configuration and data.

Unit (sector)

Organizational sub-division inside a tenant — e.g. "Maintenance", "Cleaning", "Reception". Every request is assigned to a unit.

Infrastructure

The physical hierarchy where requests happen: property → floor → room. Lets you pinpoint where the issue is.

Category and subcategory

Request type (Cleaning, Electrical, Transport, Event…). Configurable per tenant. Can include extra dynamic fields (dates, headcount, etc.).

Request (service request)

The core unit of work. Has title, description, category, location, priority, SLA deadline, responsible technician, history, attachments and an associated message thread.

SLA

"Service Level Agreement" — maximum resolution time by category and priority. Available on Growth and higher plans.

Plan

Free, Starter, Growth, Enterprise or Custom. Defines limits (users, units, requests) and features (AI, SLAs, white-label).

Creating an account

Sign-up is self-service at app.resolve-facilities.com/signup. Every choice you make in this flow defines how your tenant is provisioned — from plan limits to the default category catalog.

Before you start

You need:

• A valid email address (will be the login of the first administrator).
• The legal or commercial name of the organization — used in emails, invoices and as the default logo placeholder.
• To know the organization type (condominium, hotel, hospital, school, data center, residential, business, other). This determines the initial category catalog.
• If you are paying now, a card (billing is in EUR, processed by Stripe).

Sign-up walk-through

1. Organization type — pick from the dropdown (condominium, hotel, hospital, etc.). The list is automatically translated to the interface language.
2. Plan — click the card of the plan you want. Free and 14-day Trial don't require a card; Starter, Growth, Enterprise and Custom open Stripe Checkout after the next step.
3. Organization details — fill in:
   • Company name
   • Administrator name (will be the first user)
   • Email (will be the login)
   • Password (8+ characters recommended)
   • System language (PT / EN / FR / ES)
4. Consent — accept the Terms and Privacy Policy (linked at resolve-facilities.com/termos.html and /privacidade.html).
5. Submit — the system creates the authentication account, provisions the tenant and loads the appropriate category catalog. If the plan is paid, you are redirected to Stripe Checkout; if it is Free or Trial, you go straight to the Dashboard.
6. Email confirmation — you will receive a welcome email from no-reply@resolve-facilities.com with next steps.

What each choice loads

Creating the account runs an atomic server transaction that creates several data rows at once. The table below summarises what is loaded based on your choices:

Custom plan

The Custom plan is for organizations that don't fit the fixed tiers. When you pick Custom during sign-up, you go to a calculator where you specify:

• Number of users — between 25 and 1000 (above this, contact sales).
• Number of units (sectors) — minimum 3, always lower than the number of users.

The price is calculated in real time based on marginal per-user tiers (€4 for the first 199 users, €3.75 between 200 and 499, €3.50 above 500) multiplied by an organizational complexity factor (more units per user = more operational isolation = more support overhead). Includes AI, SLAs, white-label, email support and assisted onboarding.

Above 1000 users, self-service sign-up is not available — email support@resolve-facilities.com and we will prepare a tailored quote.

Accepting an invitation

If you were invited to an existing organization, you receive an email from no-reply@resolve-facilities.com with the subject "You have been added to [Organization] on Resolve Facilities" and a "Sign in now" button. Clicking that button:

1. Opens the login screen in the email's language.
2. You sign in with your usual email (or the account is created if this is your first tenant).
3. If you already belong to other organizations, the organization picker (chapter 3.3) appears with the new entry available.

Your administrator sets the role (admin, supervisor, technician, user, resident) — you can request a role change directly from whoever invited you.

Signing in and recovering your password

Access to the platform is at app.resolve-facilities.com. The flow has two steps (email first, password second) and supports multiple organizations per user.

Sign in

1. Go to app.resolve-facilities.com.
2. Enter the email and click Continue.
3. Enter the password. You can tick "Keep me signed in" to avoid repeating the login on every visit.
4. After authentication, you are taken to the Dashboard. If you belong to several organizations, the organization picker is shown first.

Recover password

If you forgot your password:

1. On the login screen, click Forgot password?.
2. Enter the email tied to the account and submit.
3. You will receive an email with a recovery link. The link is time-limited and can be used only once.
4. Click the link. You are taken to a recovery page that automatically sets the language you requested the reset in and forwards you to the new-password screen.
5. Set the new password (8+ characters recommended), confirm and submit. You are sent back to the login automatically.

Multiple organizations

The same email can belong to several organizations (for example, a technician servicing two condominiums). In that case, after login the Organization picker appears:

• Lists the organizations you belong to, with the plan and the number of users.
• Click the card of the organization you want — you go to that organization's Dashboard.
• You can switch organization later from Settings → Select organization.

Installing on mobile

ReSOLVE Facilities is a Progressive Web App (PWA). It is not in the Apple or Google stores — install it directly from the browser in a few seconds. Works like a native app: icon on the home screen, full-screen with no URL bar, push notifications.

iOS (Safari)

Android (Chrome)

Android is the most direct path: Chrome automatically detects that the app is installable and shows a prompt. If the prompt disappears or never showed up:

1. Tap the three dots in the top-right of Chrome.
2. Pick Install app (or Add to Home Screen, depending on the version).
3. Confirm.

Allow notifications

After installing and signing in for the first time, the browser asks if you want to allow notifications. Accept — notifications are key to receiving alerts about new requests, assignments and real-time messages.

To manage notifications after accepting, go to Settings → Notifications inside the app (chapter 10.3) or to the operating system settings (iPhone Settings / Android → Notifications → ReSOLVE).

Dashboard

The Dashboard is the home page after sign-in. It shows the day's operational health at a glance: active requests, critical ones, overdue ones, distribution by category and team workload.

Greeting and logo

At the top a greeting adapts to the time of day (Good morning / Good afternoon / Good evening) followed by the organization's logo. If you have an Enterprise+ plan and configured white-label (chapter 18), your own logo appears.

Key indicators (KPIs)

Active

Sum of requests in state Open, In progress and Delayed. The best instantaneous read of "open work".

Critical

Subset of active requests with CRITICAL priority. Must be handled immediately.

Delayed

Requests whose SLA countdown is past its deadline (chapter 17). Only shown if SLAs are configured (Growth+).

Resolved this month

Count of requests resolved in the current month — a productivity metric.

Assigned to me

Visible to technicians and supervisors: requests where you are the assigned responsible and are still active.

Distribution chart

Shows the composition of active requests in a doughnut-style chart, with a dropdown to choose the grouping criterion:

• Category — Cleaning, Maintenance, IT, etc.
• Location — properties / buildings.
• Priority — Critical, High, Normal, Low.
• Status — Open, In progress, Delayed.
• Unit — responsible sectors. Includes an "Awaiting assignment" segment for requests not yet distributed.

Team workload

Visible only to users with role ADMIN, SYSTEM_ADMIN or SUPERVISOR. A horizontal bar chart with the number of active requests per technician — useful to spot overload or imbalanced distribution.

Onboarding checklist

For new organizations, a checklist of six steps appears to accelerate initial configuration:

1. Invite first user
2. Create first unit (sector)
3. Review categories
4. Create first request
5. Assign a technician
6. Explore the Dashboard

You can Dismiss the checklist at any time — it does not block any feature. It reappears if manually restored.

Requests

The Requests screen is the operational hub: it lists every request you can see, filtered in eight tabs. Visibility depends on your role and the scope defined in Permissions (chapter 16).

The eight tabs

Request card

Each request appears as a card with:

• Category icon + name.
• Title (clickable — opens the detail).
• Priority badge (red = critical, amber = high, etc.).
• Current status.
• Location (property / floor / room).
• Responsible unit (or "Awaiting assignment").
• Time since creation (relative format: "2h ago").
• Avatar and name of the assigned technician.
• SLA badge with countdown (if applicable).

CSV export

The Export CSV button downloads all requests visible in the current tab in CSV format. Useful for external analysis (Excel, BI, accounting). Columns included:

• ID, Category, Subcategory, Title, Description
• Priority, Status
• Location (property / floor / room)
• Responsible unit, Assigned technician
• Created at, Resolved at
• Resolution time (hours) — effective duration between open and resolved
• SLA defined (hours) — maximum deadline configured for the category + priority
• SLA met — Yes / No

Creating a request

The New Request screen gathers everything needed to open a service order. The form has five expandable sections — you can fill them in any order.

Photo and AI analysis

This is the first section of the form. You can attach a photo through:

• Camera — take an instant photo (mobile).
• Gallery / file — pick an existing image.

AI analysis Starter+

After attaching a photo, the AI analysis button appears. When clicked:

1. The image is sent to the AI service (Google Gemini).
2. The AI suggests the category, subcategory and a recommended description.
3. You can accept (fills the fields), edit or ignore.

Main information

Category (required)

Pick from the catalog configured by your organization (see chapter 12).

Subcategory

List filtered by the picked category. Can be empty if the category has no subcategories.

Title (required)

A short, descriptive sentence. Appears on the cards in the list.

Description (required)

Free detail. Include anything the technician needs to know: symptoms, perceived urgency, context, contacts.

Location

Three hierarchical levels:

1. Property — building or general location.
2. Floor — floor within the property (if the property has floors).
3. Room — specific space within the floor (if the floor has rooms).

The location structure is defined in Admin → Infrastructure (chapter 13). If your organization did not configure floors or rooms, those levels show as "N/A".

Priority

• LOW — no urgency, no SLA applied.
• NORMAL — regular flow, subject to the category's "normal" SLA.
• HIGH — quick attention, subject to the category's "high" SLA.
• CRITICAL — emergency. Same SLA as high, but with visual emphasis (red) and visibility in the "Critical" tab.

Dynamic fields

Some categories carry extra fields adapted to the request type. They appear automatically when you pick the matching category:

Transport

Departure date and time, return date and time, destination, passenger count, flight notes (if applicable).

Event

Event date, headcount, setup requirements.

Technical (with severity)

Equipment identification, technical severity selector (NORMAL / HIGH).

The configuration of these fields is done per category in Admin → Categories (chapter 12).

Request detail

Clicking a request card in the list opens the detail screen. This is where practically all the work happens: comments, attachments, status changes, reassignments, history.

Screen anatomy

Actions by role

Available actions depend on your role and the request's state. Summary:

History and notes

The history is immutable — every status change, reassignment or note addition is logged with a timestamp and author. Useful for:

• Audit — knowing exactly who did what and when.
• Timing analysis — diagnosing where time was lost on a request.
• Shift continuity — a technician coming in the next morning sees everything that happened overnight.

SLA countdown

If the category has an SLA configured (Growth+ plans, see chapter 17), the header shows a badge with:

• Time remaining — in hours / minutes until the deadline.
• Color — green up to ⅔ of the deadline, yellow between ⅔ and the deadline, red after overdue.

Requests that miss the deadline move to Delayed (visible in the "Delayed" tab) and count towards the Dashboard's "Delayed" KPI.

Communication

The Communication screen is the organization's operational chat — real-time conversations between technicians, supervisors, teams and residents. Replaces WhatsApp and email for internal coordination.

Conversation types

• Direct — 1:1 between two users.
• Technical area — every member of an area (e.g. all electricians).
• Location — every user tied to a property/floor.
• Request — conversation linked to a specific request; appears on the request detail.

Messages and attachments

You can send:

• Plain text (with emoji and basic formatting).
• Images (from phone or file).
• PDFs (manuals, specifications).

Messages arrive in real time (push notification, if authorized). Each conversation shows how many unread messages it has.

Creating a group

To create a new conversation:

1. Click the + Create group button at the top of the conversation list.
2. Pick the type (direct, area, location, request).
3. Select members (autocomplete over the user list).
4. Give it a name (except for direct conversations, which use the other user's name).
5. Submit — the group appears immediately for every member.

Personal settings

The Settings screen bundles everything tied to the individual account: avatar, name, language, theme, notifications, privacy and sign-out. For users with administrative roles, it is also the entry point to the organization's configuration menus.

Profile and status

Avatar

User photo (JPEG, PNG, WebP or GIF; 2 MB max). Appears in messages, request cards and team lists.

Name

Display name. Editable at any time.

Email

Read-only — the email is the account's unique identifier. To change it, contact your administrator.

Status

Online — available to be assigned.
Busy — requires a reason (in a meeting, out of office, etc.).
Offline — unavailable; the system avoids automatic assignments.

Language and theme

Interface language

Portuguese, English, French or Spanish. The change is instant — no need to sign out. The language is also used for external links (privacy policy) and transactional emails.

Theme

Light or dark. Stored on the device (not synced across devices).

Notifications

Shows the current notification permission state:

• Granted — you are receiving push notifications.
• Default — you haven't decided yet; you can accept via the button.
• Blocked — you refused earlier; go to the browser / OS settings to re-enable.

The Test subscription button confirms that your device is properly registered. It shows the tail of the subscription endpoint.

Privacy

Clicking Privacy policy opens the up-to-date document at resolve-facilities.com/privacidade.html in the chosen language. For GDPR requests (data access, export, deletion), email support@resolve-facilities.com.

Sign out

The Sign out button at the bottom of the screen ends the current session. If "Keep me signed in" was ticked, it is cleared on this device as well.

Team — users, job functions, technical areas

The Team menu bundles all people management: invite users, assign roles and technical areas, manage multi-tenant membership. Accessible only to users with an administrative role.

Inviting users

1. Click the Invite user button.
2. Fill in the invitee's email.
3. Pick the initial role (Admin, Supervisor, Technician, Auxiliary, User, Resident).
4. Submit — the system automatically sends an email with the acceptance link.

If the email already belongs to a platform user (in other organizations), they get a "You have been added to [Organization]" email letting them know a new organization is available in the picker. If this is their first tenant, a new account is created and they get a welcome email.

Job functions

Distinct from system roles (Admin/Supervisor/etc.), job functions describe the professional role: Electrician, Carpenter, Receptionist, Manager, etc. They help filter the team list and assign requests with more clarity.

To manage: Team → Job functions. Add, edit or remove entries at any time.

Technical areas

Technical areas are operational domains — Cleaning, Maintenance, IT, Security, etc. A user can belong to one or more areas. They enable:

• Automatic communication groups per area.
• Filtering of the team list.
• Automatic assignment rules (chapter 15) — e.g. IT requests go to users in the IT area.

Each area can have its own icon (picked from a Material Symbols library).

Multiple organizations

A user can belong to multiple organizations. In the team list, multi-tenant users are flagged with a badge. Each organization sees only this user's role within the organization itself — roles and data are not shared across tenants.

External customer (Customer Portal)

The CUSTOMER role (CLIENTE) is for people outside your internal team who need to interact with the platform — typically an end customer, a resident in a third-party-managed condominium, or an external partner. It's the gateway to the Customer Portal: a deliberately narrowed view of the app that keeps the customer focused on their own requests without exposing the organisation's internal structure.

What the Customer can do

• Create requests (category, description, priority, photo, location)
• See their own requests (created by them) and any request where they are the assigned responsible
• Start and resolve assigned requests
• Cancel their own requests
• Exchange messages in the chat groups of the requests they are part of
• Direct conversation with the organisation's SYSTEM_ADMIN (auto-created — see below)

What the Customer cannot see

• Requests from other units or other customers
• The team list (technicians, supervisors, other customers)
• Chat groups by technical area or location
• Admin menus (Categories, Infrastructure, Units, Rules, Permissions, SLAs, Billing, White-label)
• The "Create group" button on the Communication screen

How to invite a customer

1. In Team → Invite user, enter the customer's email.
2. In the role dropdown, pick CLIENTE (Customer).
3. (Optional) Tie them to a unit — useful if you want their requests to follow that unit's automatic routing rule.
4. Submit. The system sends the invite by email; once accepted, the customer creates an account (if new) or gains access to this organisation (if they already had one elsewhere).

Categories and subcategories

Categories define the types of request your organization processes. They are initially loaded based on the organization type picked at sign-up, but you can edit, add or remove them freely.

Structure

• Category — main grouping (Cleaning, Maintenance, Electrical, Transport, Event…).
• Subcategory — sub-type within the category (Leaks, Breakdowns, Painting — inside Maintenance).
• Icon — picked from a Material Symbols library.

Dynamic fields

Each category can enable extra fields in the request form (see chapter 7.5):

Requires transport data

Enables: departure date, return date, destination, passenger count.

Requires event data

Enables: event date, headcount, requirements.

Is technical

Enables: equipment identification, severity selector.

Automatic assignment

You can tie a category to a default unit. When a user creates a request in that category, it is automatically assigned to the unit. See chapter 15 for finer multi-condition rules.

Infrastructure — properties, floors and rooms

Infrastructure defines the physical hierarchy where requests happen. The more detailed it is, the more precise the records and the more useful the location-based analyses.

Hierarchy

1. Property — building, complex, facility (name + optional address).
2. Floor — floor within the property. Can be left blank if the structure is single-level.
3. Room — specific space within the floor (apartment 3F, server room, suite 204…).

Best practices

• Consistent naming — set a pattern from the start (e.g. "Block A / Floor 2 / Room 204") and follow it everywhere.
• Don't overdo it — if you'll never need to locate down to the room, don't create rooms. Floors may be enough.
• N/A rooms — for shared zones (hallway, stairs), use the name "Common" or "N/A".

Units (sectors)

Units are the teams / sectors that receive requests. Every request is assigned to a unit. The number of units is capped by the plan (1 on Free and Starter, 3 on Growth, 10 on Enterprise, configurable on Custom).

Create and manage

In Admin → Units:

• Name — Maintenance, Cleaning, Reception, IT…
• Linked technical area — optional; ties the unit to an area (chapter 11.3) for automatic rules and communication.

Delete

Deleting a unit that has assigned requests requires confirmation — the requests move back to "Awaiting assignment" and you must reassign them manually.

Automatic assignment rules

Rules automate the routing of requests to units, removing the manual step and cutting the time to the technician's first touch.

How it works

Each rule defines: "When a request has [condition], assign to unit [X]". Supported conditions:

• Category equals…
• Subcategory equals…
• Property equals…
• Priority equals…

Rules are evaluated in order (top-down). The first match wins; the rest are ignored for that request. You can drag to reorder.

Permissions and roles

The permissions matrix defines what each role can do: create, view, edit, change state, delete, transfer, assign and manage configuration.

Available roles

Scope

Each permission has a scope:

• Same unit — only sees requests in their own unit.
• Other units — sees requests from other units.
• Own created — only what they created.
• Own assigned — only what is assigned to them.

Where to see the matrix

The Admin → Permissions screen shows the full matrix read-only. Changes are centrally managed by the ReSOLVE team — to request adjustments to your organization's permission profile, contact support@resolve-facilities.com.

Custom SLAs Growth+

SLAs (Service Level Agreements) define the maximum resolution time by category and priority. They let you measure operational performance, flag delayed requests and give customers visibility on the expected response time.

How it works

For each category you set two values:

• High + Critical priority — maximum number of hours to resolve.
• Normal priority — maximum number of hours to resolve.
• Low priority — no SLA (product decision — to avoid saturating the team with low-value requests).

Application

Once configured:

• Every new request inherits the SLA of its category + priority.
• The request detail shows a countdown.
• Requests that miss the deadline move to Delayed.
• The CSV export (chapter 6.3) includes "SLA defined" and "SLA met" columns.

White-label Enterprise+

White-label lets you customize the platform's look with your organization's logo and primary color — useful for premium condominiums, hotels, hospitals and any customer that wants to project their brand to end users.

What to customize

Logo

Replaces the ReSOLVE logo on the Dashboard, on the login screen (if accessed directly to the organization) and in transactional emails. PNG, SVG or JPEG format, 2 MB max.

Primary color

Defines the color of buttons, links and highlights. Applies across the app. Can be entered as a hex value or picked from the color picker.

Application

White-label changes apply immediately to every user in the organization — no need to sign out / in. The Reset button restores the default ReSOLVE logo and color.

Billing and plans

All the organization's financial management is concentrated in Settings → Billing: current plan, plan changes, payment method, invoice history and refunds.

Plan comparison

Changing plan

In Settings → Billing, click Change plan. The plan table appears with clickable cards.

• Upgrade (Starter → Growth, Growth → Enterprise…) — immediate change. The difference is charged proportionally on the next cycle (automatic Stripe proration).
• Cycle switch (monthly ↔ annual on the same plan) — allowed. Proration applies.
• Downgrade (Growth → Starter, Enterprise → Growth…) — not allowed in self-service. To downgrade, cancel the current subscription (stays active until the end of the paid cycle) and subscribe to the lower plan afterwards. For special cases, contact support@resolve-facilities.com.

Stripe billing portal

The Manage billing button opens Stripe's secure portal — outside our platform — where you can:

• Update the payment method (card).
• Update the billing address.
• Update the VAT ID.
• Download invoice PDFs.
• Cancel the subscription (cancellation applies at the end of the current paid cycle).

Invoices and refunds

The "Invoice history" table shows the last 12 charges, with:

• Creation date
• Plan (Starter, Growth, etc.)
• Cycle (monthly / annual)
• EUR amount
• Status: Paid, Failed or Refunded
• Link to download the PDF

Refunded invoices (total or partial) appear with a clear badge, avoiding confusion with paid invoices.

14-day trial

The trial is an explicit choice at sign-up: it grants 14 days with Starter limits (5 users, 1 unit, 1000 requests, AI on). On day 15:

• If you subscribed to a paid plan — you move to that plan automatically.
• If you didn't subscribe — the account is suspended. Data is preserved but access is blocked until you subscribe.

Supported languages

The platform is translated into four languages: Portuguese, English, French and Spanish. The change is instant and propagates across the whole app.

Available languages

• Português (PT) — European Portuguese, primary language.
• English (EN)
• Français (FR)
• Español (ES)

Where to switch

There are three places where the language selector appears:

1. Login screen — top-right. Useful before signing in.
2. Settings → Language — after sign-in.
3. Sign-up — chosen when the organization is created (also sets the language of the initial catalog and emails).

What changes

• The entire app interface.
• Transactional emails (welcome, invitations, password recovery, dunning).
• The privacy policy and terms when opened from the app.

What does not change

• Content entered by users (titles, descriptions, messages) — stays in the language it was written in.
• The initial category catalog — was loaded in the language chosen at sign-up. To change it, edit the categories manually.

Push notifications

Push notifications alert you to important events even when the app is closed — assigned requests, new messages, critical status changes.

How they work

1. When you sign in, the browser asks for notification permission. Accept it.
2. The device registers itself on the server (push subscription).
3. When there is an event that concerns you, the server sends the notification to the device (even with the app closed).
4. Tapping the notification opens the app on the relevant screen (e.g. the request in question).

Events that trigger notifications

• A new request has been assigned to you.
• You received a new message in a conversation you are part of.
• The state of one of your requests changed (resolved, cancelled).
• A request you are involved in is approaching its SLA deadline.

Manage permissions

To change the permission after accepting/rejecting:

Browser (desktop)

Padlock next to the URL → Permissions → Notifications.

iOS

iPhone Settings → Notifications → ReSOLVE → enable / disable.

Android

Settings → Apps → ReSOLVE → Notifications.

Glossary

Definitions of the main terms used in this platform and in this manual.

Tenant

Platform customer — an organization with its own isolated space of users, configuration and data. Every ReSOLVE customer is a tenant.

Unit (sector)

Organizational sub-division inside a tenant: Maintenance, Cleaning, Reception, IT. Every request belongs to a unit.

Category

Request type (Cleaning, Electrical, Transport). Configurable by the administrator.

Subcategory

Sub-type within a category (Breakdowns, Leaks — inside Maintenance).

SLA

"Service Level Agreement" — maximum resolution time by category and priority. Available from the Growth plan onwards.

Request (service request)

Service order opened by a user. Lifecycle: Open → In progress → Resolved / Cancelled.

Technical area

Operational domain a user belongs to (Cleaning, IT, Security…). Enables assignment rules and communication groups.

Job function

The user's professional role (Electrician, Carpenter, Receptionist). Different from the system role (Admin / Technician / etc.).

PWA

"Progressive Web App" — an application that installs from the browser and runs like a native app, without going through the App Store or Google Play.

White-label

Visual customization of the platform (logo + color) with the customer's brand. Available Enterprise+.

Custom plan

Plan with limits and price tailored to the number of users and units. Available self-service up to 1000 users; above that, via sales contact.

Proration

Time-proportional calculation. Applies when you upgrade mid-cycle — you only pay the difference for the remaining time.

Stripe Checkout / Portal

Stripe tools (our payments partner) where the initial subscription is created (Checkout) and managed afterwards (Portal: change card, download invoices).

Dunning

Sequence of automatic warnings when a payment fails. The platform sends emails before suspending service to give time to fix the problem.

Frequently asked questions

The most common doubts from new users.

I don't get notifications on iPhone.

Make sure you opened the app from the home-screen icon, not from Safari. If you haven't installed it yet, go to chapter 4 and follow the "Add to Home Screen" steps. iOS does not allow push notifications without that installation.

I forgot my password.

On the login screen, click Forgot password?, enter your email and follow the link you receive. The link is time-limited — if expired, just repeat the request.

Can I use the same email across multiple organizations?

Yes. After login, the organization picker is shown (chapter 3.3). The role may be different in each organization (e.g. admin in one, technician in another).

How do I download invoices?

In Settings → Billing, in the history table, click the "PDF" link on each invoice. Alternatively, open the Stripe Portal (Manage billing) for access to every historical invoice.

I want to downgrade the plan.

Self-service downgrades are blocked. Cancel the current subscription (stays active until the end of the paid cycle) and subscribe to the lower plan afterwards, or contact support@resolve-facilities.com for support.

The category catalog is incomplete or doesn't match my business.

The initial catalog was loaded based on the organization type picked at sign-up. You can edit freely: add, rename, delete categories and subcategories in Admin → Categories (chapter 12).

How do I delete personal data (GDPR)?

GDPR requests should be submitted in writing to support@resolve-facilities.com. The organization's administrator can delete users in Team; for full deletion of the tenant and its data, a formal request is required.

How much does each plan cost and what is included?

See chapter 19.1 (Plan comparison). Summary: Free €0, Starter €19/mo, Growth €109/mo, Enterprise €439/mo, Custom variable. Billing in EUR, processed by Stripe.

Can I pay in another currency?

No — we sell exclusively in EUR. Stripe may auto-convert at the customer's card depending on the issuing bank, but invoices are issued in EUR.