Submitting Service Requests Service Requests are REQUIRED to be submitted through our convenient 24/7 online service portal that can be located at www.metrowb.com. On the portal, you can request a repair, schedule services, get updates, rate our service, and view how-to videos and more. Emergency service requests can be submitted through our 24/7 maintenance hotline 602-388-80-87 or by emailing us at maintenance@metrowb.com. Service Level Expectations Urgent Repairs - Service technicians make all attempts to schedule the 1st visit within 24 hours of submittal. Urgent repairs are typically performed by our qualified vendor network. Emergency Repairs (a subset of Urgent Repairs) should typically be addressed same day whenever possible. Non-Urgent Repairs - Service technicians make all attempts to schedule the 1st visit within 5 to 7 days of submittal. Non-urgent repairs are typically performed by our qualified in-house service technicians. SystemReplacements-Fromtimetotime,wehavetoreplaceairconditioning units,roofsandothersignificantsystemsinthehome.Thesereplacementoften require permits, HOA approvals and more extensive reviews and approvals. We aim to complete these replacements as quickly as possible but it’s not uncommon for certain replacements to take 7-14 days to complete. 8