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Service Level Agreements

Onboarding New Locations

Done For You Listings: 5 business days

Done By You Listings: 1 business day

Done For You Ads: 7 business days

Done By You Ads: 3 business days

General SLAs for Listings:

Bugfix (dba Commandpad issue - Posts, Photos, Reviews, Q&A)

  • Up to 3 business days

Reporting Issue

  • Up to 5 business days

Profile Issues (External destination issues)

  • Google - 14+ business days
  • Apple - 14+ business days
  • Bing - Up to 3 days to fix, 30+ days to post
  • Supplemental Directories - Up to 30 days to post

Login Issues

  • Up to 3 business days

User Role Issues

  • Up to 5 business days

Linked Accounts Issue

  • Up to 5 business days

White Label Issues

  • Up to 5 business days

Assign Licensing Issues

  • Up to 3 business days

Remove Licensing Issue

  • Up to 3 business days

Agency/Enterprise Creation Issue

  • Up to 3 business days

dba Managed Listings SLAs:

Enroll a location in the dba Managed Listings program

  • Within 24 hours

Create a new GBP

  • Up to 3 business days to create
    • **Up to 5 days for Google to publish the profile, per their SLA

Cancel account

  • Up to 3 business days

Publish a post

  • Up to 3 business days

Review responses

  • Up to 5 business days

Publish a photo

  • Up to 3 business days

Publish a Q&A

  • Up to 3 business days

GBP Edits

  • Up to 3 business days
    • Attributes
    • Business categories
    • Services
    • Product Updates (Not inventory/feed related)
    • Website change
    • Address 1&2 change
    • “From the business”
    •  change
    • Store code change
    • Phone number change
    • Photo request 
    • Video request 
    • Store hours change
    • Holiday hours (72 hours notice in advance required)

Vehicle Service Level Agreements

Data Source Change

  • Change the source of data for vehicle inventory. Scrape or FTP
    • 1-3 business days

Activation Request/Issue

  • Request to activate an auto inventory product or an issue experienced with self-activation
    • 1-3 business days

Web Scrape Issue

  • Scrape not pulling the expected data 
    • 3-10 business days

FTP Issue

  • Issues with creating/connecting/using FTP
    • 1-3 business days

Data Issue

  • Errors within the data are preventing data exportation 
    • FTP Source Data: 1-3 business days
    • Scrape Source Data: 3-10 business days

Bugfix issue

  • Errors within dbaPlatform are preventing proper data exportation
    • 1-5 business days

Vehicle Count Issue

  • The count of vehicles making it to their respective destinations (CFS, VLA, AIA) is not within the +/- 10 vehicle expected variance
    • 1-10 business days (data source dependent)

Image Issue

  • There is an issue with an image. It is either missing from the feed or website, URL malformed, uncrawlable, or rejected by the various destinations for policy violations
    • FTP Source Data: 1-3 business days
    • Scrape Source Data: 3-10 business days
    • **PLEASE NOTE: If Google needs to recrawl an image, it can take up to 6 weeks for them to do so. To get around this, dbaPlatform suggests submitting a new URL for the image to speed Google up for a recrawl

Pricing Issue

  • The prices for vehicles at the various destinations are not as they are expected to be
    • FTP Source Data: 1-3 business days
    • Scrape Source Data: 3-10 business days

Store Code Issue

  • CFS & VLA ONLY - The Google Store Code transmitted for CFS or VLA  is incorrect for the vehicles 
    • 1-2 business days
      • **dbaPlatform automatically repairs store code errors in the event that the code being transmitted to dbaPlatform via FTP is incorrect or has been changed by an outside source.

Domain/URL Issue

  • The source URL of the dealership is incorrect, malformed, or a redirect
    • FTP Source Data: 1-3 business days
    • Scrape Source Data: 3-10 business days

VIN Issue:

  • There is an issue with VIN collection or taxonomy
    • FTP Source Data: 1-3 business days
    • Scrape Source Data: 3-10 business days

VDP Issue

  • The VDP link is missing, invalid, malformed, or uncrawlable
    • FTP Source Data: 1-3 business days
    • Scrape Source Data: 3-10 business days

Color Issue

  • The color value of the vehicle is missing, malformed, or not a recognized value by the respective destination
    • FTP Source Data: 1-3 business days
    • Scrape Source Data: 3-10 business days

PlaceID Issue

  • CFS ONLY - The Google PlaceID value is incorrect for CFS
    • 1-3 business days
      • **dbaPlatform automatically repairs PlaceID errors in the event that the code being transmitted to dbaPlatform via FTP is incorrect or has been changed by Google

Google Merchant Center Issue

  • The Google Merchant Center Account has been suspended, is stuck in pending status, requires verification, misc data issues
    • 1-3 business days for data issues
    • 1-15+ business days if Google Support needs to be involved due to a suspension, verification issues, pending status removals

Google Ads Issue

  • There is an issue with the Google Ads account
    • 1-3 business days for data issues
    • 1-15+ business days if Google Support needs to be involved

Destination Issue (CFS, VLA, AIA)

  • There is an issue with the intended vehicle destination. Google and Microsoft are not infallible, and there are times when their products experience bugs and/or outages
    • 1-15+ business days if Google or Bing support needs to be involved, as these are issues they are encountering with their own systems downstream of dbaPlatform

 

CP Auto Group Change

  • The Location Group in which the dealership resides within the dbaPlatform Commandpad → Auto Inventory section needs to be changed or modified
    • 1-3 business days

 

CP Issue

  • There is an issue being experienced with the dbaPlatform Commandpad SaaS software platform
    • 1-5 business days

Custom Label Issue

  • (FTP Data Source ONLY) - There is an issue with the custom labels that are being submitted in the FTP source data. They are not making their way to Google Ads for campaign management purposes
    • 1-3 business days