SLA Basics
What is the SLA for tablet merchants?
14 days
What type of outreach is required on SLA -1 for both tablet and POS?
Call (or best method of communication for mx)
What date must reason codes be entered by?
By the SLA due date.
A tablet merchant received their tablet and menu is complete, but the Tablet Work Plan is still in progress. Are they Ready in SLA?
No - Ready in SLA is only achieved when the Activation Checklist is complete.
You contact a merchant and learn their location is not yet open - they’re still under construction or have delayed their launch date. They cannot complete onboarding steps until the store officially opens. Which reason code should you use?
Merchant – Store Not Open
What is the SLA for POS merchants?
21 days
What outreach is required on SLA day for both tablet and POS?
Call, text, and email.
Where are reason codes added?
On the Central Activations Outreach Work Plan under New Task.
Your SLA -7 outreach for a merchant falls on a Saturday. What should you do?
Complete the outreach on Friday, ahead of the weekend, to stay proactive and maintain proper SLA cadence.
Your outreach is successful and the merchant either activates during the call or clearly confirms their activation date. Which reason code should you use to document this outcome?
Mx Activated / Plans to Activate
What is required within the first 24 hours of WO assignment?
Initial outreach (text, call, email)
What are the key outreach cadence days for tablet merchants?
Initial Outreach, Menu Preview, SLA -7, SLA -4, SLA -1, SLA (SLA+7)
What is the expectation if an SLA outreach lands on a weekend?
Complete the outreach proactively on the Friday before, as we must stay ahead of cadence requirements.
A POS merchant is ready in SLA on SLA -10. How does outreach change?
Place an activation support call immediately then skip all scheduled outreach until SLA -1.
A merchant can’t log in to the Merchant Portal and cannot complete onboarding steps. You must use this reason code.
DoorDash – Merchant Portal Issues
What marks “Ready in SLA” for tablet?
Completion of All Work Steps Through Activations Checklist
What are the key outreach cadence days for POS merchants?
Initial Outreach, SLA -14, SLA -10, SLA -7, SLA -4, SLA -1, SLA (SLA+7)
Why is proper outreach cadence documented in the WO Activation Notes important?
It ensures SLA tracking, provides a clear merchant journey record, and prevents missed steps or compliance issues.
You’re working a POS onboarding case that is approaching SLA -7 days. You call the merchant to assist with POS integration steps. When they answer, they sound annoyed and say: “I’m really busy right now. You all keep calling and emailing nonstop. I won’t have time for this POS setup until next month." What is your next step?
Set next outreach date for next month and add a reason code for Merchant - Staffing/Training. Merchant first mentality is always top of mind.
Sales accidentally submitted a duplicate WO for the same location. You cannot proceed with onboarding and must block the work order. Which reason code fits?
DoorDash – Dupe/Fraud/COO
What marks “Ready in SLA” for POS?
Completion of All Work Steps Through Menu QA.
What are the next outreach steps if a merchant is ready prior to the SLA due date?
If merchant completes setup before SLA, outreach pauses until SLA -1, except for a required activation support call when setup completes.
True or False: You only need a reason code added if the merchant is not Setup by SLA.
False. You must enter a reason code is the merchant does not activate by SLA.
You’re working a work order that was originally submitted as tablet protocol with an SLA of 7/14. The merchant changes the order protocol from Tablet → POS on 7/4.
What is the new SLA date and next outreach step/date?
The new SLA date is 7/21 and the next outreach step is SLA -14 on 7/7.
A work order arrives in your queue already past its SLA window, making it impossible for you to complete outreach on time. Which reason code should you use?
Sales – Readiness Check Completion Delays