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.
- 1-2 business days
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
- 1-3 business days
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