What we do
One system for understandinga place and running it.
SUMA has four parts that work as one: a Charter that says what the place is meant to be, one voice that hears everything happening in it, an intelligence that reads it all continuously, and the coordination to act on what it finds. Here’s how each part works.
- 01Charter
- 02Voice
- 03Intelligence
- 04Action
How it fits together
A loop, not a to-do list.
Most tools help you react to what already went wrong. SUMA runs as a loop: the Charter sets the standard, the place’s voice and data reveal the reality, the intelligence finds the gap and decides what to do about it, and coordination closes it. What changes flows back into the Charter, so the place gets better every time the loop turns.
01 · Charter
It starts with what the place is meant to be.
We work with your team to write the Charter: the objectives for the place, its character, what the people in it need, and the standard for each moment of their experience. The Charter names who is responsible for each standard and how it’s checked. It can carry your performance targets too, so experience and results are measured against the same document. It’s a living instrument that updates as the place and its priorities change.
What goes into a Charter?
- Objectives
- What ownership and operators want the place to achieve.
- Stakeholders
- Who the place serves, and what each needs from it.
- Operating systems
- The teams, contracts, schedules and records that run it.
- Standards
- Observable expectations for each moment, checked on a cadence by the people on site — with gaps chased until fixed.
- Signature experiences
- The moments that make the place distinctly itself.
CharterThe Linden · Version 1, adopted 14 Aug 2026
Experience intent & aspiration
To be the building in Edgewater that people choose to stay in.
Residents renew because they want to, and describe The Linden to a friend as home.
Target · Renewals 90%+ · Experience Score 80Suggested changes · 3
02 · Voice
One number and one inbox for everyone in the place.
Every property gets its own voice: a number and an email where tenants, members, guests and staff can send a request, a question or a piece of feedback. The same channel carries welcomes, notices and check-ins the other way. Alongside it, SUMA takes in your operating and financial data, reviews and public signal, and any document you care about. Together they give SUMA a continuous, corroborated picture of what’s happening in the place.
Rent roll · Unit 4B
Renewal due Nov 30 · 14 months in place
Work order · #4417
Lounge reset · Reopened · Open 3 days
The Linden · (305) 555-0142
The lounge wasn’t reset again tonight. Cups everywhere.
Sorry about that. Marco has it and will be up within the hour. I’ll confirm when it’s done.
Done at 10:20. Photo attached. Anything else tonight?
Thank you.
Review · 3 of 5
“Lovely building, but the common areas feel tired lately.”
Invoice · Cleaning
Evening scope · 3 nights a week · $4,180/mo
What data sources can we plug in?
- Stakeholder
- Every conversation and piece of feedback that flows through the place’s number and email — from tenants, members, teams and vendors.
- Proprietary
- Operational and financial data: work orders, building systems, leasing, rent roll, vendor scopes and invoices.
- Ambient
- What the world says about the place: public reviews, anything online, environmental data and market comps.
Data Sources· The Linden
03 · Intelligence
Everything the place says, read against the Charter, continuously.
This is the part that makes SUMA different. Its AI reads every conversation, signal and data point against the Charter as it arrives. It notices when the experience, the operation or the performance of a place starts to drift, finds the pattern behind it, and turns what it finds into ranked decisions with the evidence laid out underneath. You can ask it anything about your places and get an answer grounded in their own data. Across a portfolio, it shows you where attention matters most right now.
Off track·High confidence·Decision·The lounge at seven
A few residents are finding the lounge not fully reset and ready when they come in for the evening.
Recommended · Medium confidence in the likely cause
Ask the on-site team to name one person responsible for the lounge reset on each day of the week, including Saturdays, and review the checklist at the end of the week.
Evidence
Why it is back
SUMA moved this back from Being measured on 2 Oct. “The lounge at seven” rose from 50 to 67 after the team logged it, so it helped, but it is still off track 45 days on.
Started a 6pm lounge reset on weekdays
Marco Ruiz · Tue 18 Aug · 50 before · 67 since
Decisions & evidence
What to do next, in priority order, with the reasoning shown.
Ask SUMA
A direct line to everything the place knows about itself.
Portfolio
Every property at a glance, and where to look first.
How decisions drive outcomes
- Decide
- Your team approves the priority; SUMA coordinates the follow-through with the right people and vendors.
- Measure
- SUMA tracks what changes against your Charter, so results are assessed, not assumed.
- Experience
- For people: places that feel cared for, responsive and worth staying in.
- Retention & revenue
- For owners: stronger renewals, occupancy and pricing power.
- Cost & capital
- For operators: less rework and reactive spend, and capital directed where it matters.
- Learn
- Each result sharpens what SUMA does next, across one place or a whole portfolio.
04 · Action
Followed through to a confirmed close.
SUMA doesn’t stop at a recommendation. Each request is routed to the right person or vendor, followed until it’s done, and closed only when the requester confirms it. Standards in the Charter are checked on a cadence, and any gap is chased until it’s fixed. What changes is measured, and the result flows back into the Charter and the next decision.
Received · 9:42pm
A resident texts the place’s number: “The lounge wasn’t reset again tonight.”
Routed · 9:43pm
To the evening porter, Marco R., against the standard common areas reset by 7pm.
In progress · 9:51pm
“On it. Back to you within the hour.” The resident is told who has it and when to expect them.
Confirmed by the requester · 10:24pm
A photo of the reset lounge goes to the resident. They reply “Thank you.”
Closed · 10:24pm
The request closes and is logged against the standard. The checklist, the shift and the standard itself are now evidence for the next decision.
What changes flows back into the Charter, and the loop turns again.
Working together
SUMA carries the day to day. Your team keeps the building.
The lines are clear from day one, and your team stays in charge of everything that matters. SUMA can coordinate the day to day for you, or your team can run it inside SUMA.
SUMA takes on
- Receiving and routing every request
- Follow-up, with closure confirmed by the requester
- Standards checked on a cadence, gaps chased until fixed
- Continuous listening, and the intelligence behind it
Your team keeps
- Presence, authority and the relationships that drive retention
- Spend approvals, access and emergencies
- Vendor relationships and contracts
- Budgets, leasing and capital
Getting started
Start with one property. Feel the difference in weeks.
It starts with discovery. Before anything goes live, we look at how the property runs and spends today and work out how SUMA fits. Then we write the Charter with your team and the place’s number goes live within days. SUMA handles most of the heavy lifting, so the ask of your team stays small. Tenants and members usually notice the difference within weeks, and we aim to show measurable impact inside the first 90 days. From there, the evidence tells you where the next properties should come in.
Discovery
How the property runs and spends today, and how SUMA fits.
Live within days
The Charter is written with your team and the place’s number goes live.
Noticed within weeks
Tenants and members feel the place responding.
Day 90
Measurable impact, shown against the Charter.
Then expand
The evidence tells you where the next ones should come in.
