Understanding SAM Alerts and What to Do

Overview

One of the most valuable things SAM does is alert you when something in your home needs attention. But unlike apps that flood you with notifications, SAM is intentionally selective. Every alert you receive has a reason behind it and a clear recommended action. This guide explains how SAM's alert system works, what the different priority levels mean, and what to do when an alert arrives.

SAM's Alert Philosophy

SAM only sends an alert when something genuinely needs your attention. It does not send daily summaries for the sake of engagement or congratulate you for having a healthy home. If SAM is quiet, that is a good sign. It means your home is running normally.

When SAM does speak up, it means one of the following:

• Something has changed that you should know about
• A piece of equipment needs maintenance or is approaching end of life
• A sensor detected an anomaly that could indicate a problem
• There is a seasonal or weather-related action you should take
• A safety concern has been identified

Every alert includes a plain-language explanation of what was detected, why it matters, and what you should do next.

Alert Priority Levels

SAM categorizes every alert into one of three priority levels. The color and label tell you how quickly you should respond.

Critical (Red)

Immediate action needed.

Critical alerts mean something is actively wrong or poses a safety risk. These are the alerts you should not ignore.

Examples of critical alerts:

• Water leak detected by a moisture sensor
• Unusual electrical activity that could indicate a wiring issue
• Equipment failure such as an HVAC compressor that has stopped running
• Carbon monoxide or gas-related safety concerns
• Freeze risk when pipes may be in danger during extreme cold

What to do: Check the alert immediately. Follow the recommended action. If the alert involves water, gas, or safety, take precautions first (shut off the water main, leave the home if needed) and then contact your service professional or emergency services.

Warning (Orange)

Attention needed soon.

Warning alerts indicate something that is not an emergency today but will become one if ignored. Think of these as SAM giving you a heads-up.

Examples of warning alerts:

• Equipment aging past its expected lifespan
• Efficiency drop detected in your HVAC or water heater
• Unusual pattern in energy or water usage over several days
• Maintenance overdue on a critical system
• Minor sensor anomaly that SAM is watching

What to do: Review the alert within a few days. Schedule a check or service visit if SAM recommends one. These alerts often save you the most money because they catch problems in the early, fixable stage.

Info (Blue)

Good to know.

Info alerts are informational and non-urgent. They help you stay ahead of maintenance and make informed decisions about your home.

Examples of info alerts:

• Upcoming maintenance reminder (e.g., HVAC filter change due next month)
• Seasonal preparation tip (e.g., winterize outdoor faucets before first freeze)
• Weekly or monthly Home Health summary
• Equipment warranty expiration approaching
• Energy usage trends that might interest you

What to do: Act at your convenience. These alerts are designed to keep you informed and help you plan ahead. No immediate action is required.

What to Do When You Get an Alert

Follow these four steps when an alert arrives:

1. Read the full alert. Tap the notification to open it in the app. SAM explains what was detected, which piece of equipment is involved, and why the alert was triggered.

2. Follow the recommended action. Every alert includes a suggested next step. This might be "check your water heater" or "schedule an HVAC inspection" or simply "no action needed, SAM is monitoring."

3. Schedule service if needed. If the alert recommends professional service, tap Schedule an Appointment to book a visit with your service provider. SAM automatically shares the relevant details with your provider so they arrive prepared.

4. Archive it. Once you have handled the alert, swipe it in your alert list and tap Archive. This keeps your alert list clean.

Reviewing Past Alerts

Your alerts are saved in the app. To review them:

1. Open the Shipshape Home app
2. Tap the alerts icon at the top of your home screen
3. Open the Inbox tab for current alerts, or the Archived tab for ones you've archived

Similar alerts are grouped together. Tap a group to see every alert in it. This history is valuable for spotting patterns over time, like recurring issues with a specific system.

False Alerts

Occasionally, SAM may flag something that turns out to be nothing. This is normal, especially in the early days after installation when SAM is still learning your home's patterns.

Common causes of false alerts:

• Condensation near a moisture sensor triggering a leak alert
• Unusual but normal activity, like running multiple appliances at once
• Seasonal changes that temporarily affect readings

What to do if you get a false alert:

1. Verify that there is no actual issue
2. Dismiss the alert in the app
3. SAM learns from dismissed alerts and adjusts its sensitivity over time

If you notice the same false alert repeating, contact support. There may be a sensor placement adjustment that can help.

Customizing Your Alerts

You have control over how and when alerts reach you. To adjust your notification preferences:

1. In the app, open the Menu, tap your name (Manage your Account), then tap Settings and Notifications
2. For each alert level (Low, Medium, High), turn Push, Email and Phone calls on or off
3. To pause push notifications for a while, pick 6 hours or 24 hours under Suppress Push Notifications

For a full guide on notification options, see the Notification Settings article.

Important: We strongly recommend keeping High alerts enabled at all times. These alerts exist to protect your home and your safety.

How Alerts Connect to Your Home Health Score

Every alert that SAM sends is tied to your Home Health Score. When issues are identified and resolved, your score reflects that progress. Unresolved critical or warning alerts will lower your score, while a clean alert history contributes to a higher score.

Think of it this way: your Home Health Score is the big picture, and alerts are the day-to-day signals that help you keep that score high.

Frequently Asked Questions

Will I get alerts if I am on the free tier? On the free tier, SAM can send reminders based on equipment age and manual entries. Real-time sensor alerts require the monitored tier with hardware installed.

Can my service professional see my alerts? Yes. When you are connected to a service professional, they can view alerts related to your home. This helps them arrive prepared and prioritize urgent issues.

How fast does SAM detect problems? With monitoring hardware installed, SAM analyzes sensor data continuously. Most anomalies are detected within minutes. The alert reaches your phone shortly after.

Can I turn off all alerts? You can mute non-critical alerts, but we do not recommend disabling critical alerts. Those exist for your safety and the protection of your home.