To ensure you have a clear understanding of the timelines, procedures, and communication expectations throughout your transactions with us, we've outlined these key Service Level Agreements (SLAs). We will adhere to these guidelines, empowering you with the information you need for a seamless experience from listing to closing and beyond. Please review these guidelines to better navigate and understand our commitment to serving your needs effectively.
Service Level Agreements
Communication about Initial File Audit
When you create a listing or transaction in pending status, expect to receive an email from your auditor within 24 hours. This email will contain a copy of your initial file audit.
You can respond directly to this email with any questions or concerns, and your message will go directly to your auditor.
Turnaround Time for Checklist Auditing
Once checklist items are uploaded, allow (2) business days for the audit process.
Example: if you uploaded your inspection report at 12 pm PST on Monday, you can anticipate the document to be audited no later than 12 pm PST on Wednesday.
Requesting Changes or Revisions to CDA
If your CDA contains incorrect information, follow these steps to request revisions:
Open the email from DocuSign requesting your signature on the CDA.
Click Review Documents
In the upper-right corner of the envelope, select Other Actions and select Decline to Sign
Review the warning and then click Continue.
Provide the reason you need changes to the CDA. The text you enter will be emailed to your auditor and is recorded as part of the envelope history.
Please be as detailed and descriptive as possible when noting what revisions need to be made.
After providing a reason, select Decline to Sign
Revision requests received prior to 3 pm PST will be handled by 5 pm PST the same day of receipt. Requests received after 3 pm PST will be handled the following business day.
Note: Agents can also reach out to their Account Manager with any questions or confusion surrounding CDA revisions.
CDA Delivery Timeline
You can expect to receive your CDA no later than 5 days before the scheduled closing date.
You will be notified when your transaction is scheduled to close within the next 5 days and then within 3 days.
Urgent Concerns and Escalation Process
If you have specific and urgent questions or concerns about your file or CDA and haven't received a response, communicate your question or concern to your Account Manager. They will contact the Transaction Management Team on your behalf and escalate it as needed.
No CDA Received & Closing in Less than 5 Days
If you haven't received your CDA and you are closing in less than 5 days, consider these possible causes and actions:
Your closing date in SkySlope may not be accurate or updated. Your SkySlope file may display a different closing date than the actual one; ensure it reflects the change.
Make sure the "gross commission" field in your Commissions tab is completed.
Verify that all escrow contact information is provided.
Delay in Commission from Escrow
If you haven't received your commission from escrow, it could be due to your file being non-compliant. As a result, the funds were sent directly to Radius to be paid out once the file is considered complete and compliant.
Note: If your file is non compliant at the time your CDA is issued, you'll receive an email communication informing you that the file is not compliant, therefore Radius, instead of escrow, will disburse your commission upon completion of the file.