2018 Specialty Vehicle Manufacturer (SVM) Policies and Procedures Manual

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1 2018 Specialty Vehicle Manufacturer (SVM) Policies and Procedures Manual

2 Overview This SVM Policies and Procedures Manual (the Manual ) includes the policies and procedures applicable to the SVM Program, including the necessary internet reference material, contact listing, and useful forms. This Manual replaces any prior publication(s). When referred to a web site, be sure to review all Terms and Conditions to ensure compliance. Table of Contents TOPIC DESCRIPTION PAGE Contact List Important names and numbers 3 Fleet Tools ID and Password How to request Fleet Tools access 4 SVM Forms Links to forms used to apply for and 5-7 request daily business transactions GM I Manage How to access SVM sales and inventory 8-9 reports Ordering Vehicles Overview ordering vehicles 10 Replacement Labels and Documents New Vehicle Alterations and Incomplete Vehicles Delayed Warranty Start Instructions for requesting replacement vehicle labels or incomplete vehicle documents Summarizes SVM responsibility and requirement for certifying and labeling new motor vehicle(s) Link to policy and procedure and how to apply Disclosure of Vehicle Modification Link to policy and acknowledgement form Vehicle Delivery and Care of Link to policy and required forms Vehicle and Storage Field Product Reports Reporting repetitive quality issues to the plant GM Trademark Usage Guidelines for using GM Marks 23 Appendix A Overview Explanation of what is found at Fleet Tools and Resources located on gmfleet.com Appendix B Sample Form Sample of Delayed Warranty Start Form 28 Appendix C Sample Forms Receiving Hours Notification and Damage in Transit Form Appendix D Sample Form Insurance Certificate 32 Appendix E Sample Form SVM Business Information Update

3 CONTACT INFORMATION Group (SVM) Name Phone /Website Manager Jim Connelly Commercial Wendell Mitchem Personal Use / Cadillac Ray Bush raymond.t.bush@gm.com Bus/Ambulance/RV Doug Chandler douglas.j.chandler@gm.com SVM Administration Fleet Action Center svm.mailbox@gm.com Group (Help Desk) Phone /Website Order Workbench GM Upfitter Integration GM Exchange Reports AND SIR Issues Prompt 1 then Prompt 2 (Advise to open Ticket) Chassis for Export - Inquiries GM Mobility Assistance GM Global Connect Help Desk dac.na.english@gm.com Chevrolet Customer Assistance Chevrolet Roadside Assistance GMC Roadside Assistance Group (Help Desk) Phone Prompt # Prompts Fleet Action Center Prompt 1 Prompt 2 Prompt 3 Prompt 4 Commercial / Fleet Incentives Fleet Account Numbers Fleet Order Management MD & Fleet Service & Warranty Dealer Business Center Prompt 1 Prompt 2 Prompt 3 Prompt 4 Help Desk Prompt 1 Prompt 2 Sales Incentives, Invoices, COV s Delivery Reporting Service trans-vehicle damage in transit claims, missing labels) Warranty Claims Vehicle Ordering / Shipping Status Fleet ID s and Passwords Global Connect Group (Quality-Plant) Wentzville (Van) Name Phone /Website Springfield (Van) Abey Analil abey.analil@gm.com Flint (Truck) Paul Torka paul.torka@gm.com Fort Wayne (Truck) Dan Kalvelage daniel.j.kalvelage@gm.com 3

4 Fleet Tools User ID/Password As an SVM you must have access to Tools located at See Appendix A for a complete list of what is offered. The process for obtaining your SVM User ID/Password is: Call , select prompt 1, and select prompt 1 again for the Dealer Assistance Center (DAC) and ask for Fleet Tools Access. Ask for Fleet Upfitter access. DAC will provide you an application form to obtain information necessary to process your request (Name, Telephone #, , BAC, etc.). The Dealer Assistance Center (DAC) will obtain appropriate approvals. GM security procedures require that each individual must obtain access to GM data or systems have a unique ID/password. CREATE COMPLEX PASSWORDS that are difficult to guess by not using common words, phrases, family member names or birthdates. KEEP YOUR PASSWORDS AND LOGIN CREDENTIALS SECRET even to trusted coworkers and administrative assistants. Do not post your password near your computer. (Appendix A also includes what is offered in the Resources section of gmfleet.com) 4

5 SVM FORMS The form(s) are used to apply for and request daily business transactions with the SVM group. Form(s) should be completed and ed to the SVM group at If you have any questions or concerns regarding the form(s), please contact the Fleet Action Center at or (Please complete the form(s) electronically. Faxed or hand-written form(s) will not be accepted.) Click this link for the forms: Forms Fleet Release Non-Upfit Release Bus SVM Mobility Enrollment SVM Demonstration Enrollment General Motors SVM Demonstration Dealer Operators Report Lender Approval to Pre-Build on SVM Pool Chassis Pre-Build Notification Request for Credit Rebill SVM Scrapped, Lost or Stolen Vehicle SVM Vehicle Movement Request SVM Business Information Update Descriptions Used prior to building on chassis. SVM can elect to remove or add certain codes like VQ, BID numbers, CAP codes, etc. Used when releasing chassis to dealer without an upfit Used for enrolling chassis into the SVM mobility program Used to secure prior approval from GM before upfitting a unit to be placed into demo service (See demo program for details) Used for each demonstration and retain in the deal jacket (Demo Enrollment must be completed, approved, and provided to dealer. See demo program for details) Used by SVM s lending institution approving prebuilt chassis Used to notify GM of the vehicle(s) being built on prior to release (Lender Approval to Pre-Build on SVM Pool Chassis must be approved prior to submitting this form) Used when moving units from a dealer back into SVM inventory Used to notify GM of lost or stolen vehicles in SVM inventory Used when requesting movement of unit by SVM or between SVMs Used by SVM each calendar year to notify GM of any changes to their business (sample Appendix E) 5

6 Several of the forms require electronic signature. Below is a step by step process on how to sign the form(s). 1. Click on the box next to the X 2. Select Create a new Digital ID 3. Select Save to File 6

7 4. Enter your name and address 5. Enter a password 7

GM I MANAGE The GM I-Manage site houses important SVM reports.

Also, included is overage information along with dealer and customer data.

com/imanager/ Sign-in Menu (you will enter your User ID UP59*** or UP56*** and

8 GM I MANAGE The GM I-Manage site houses important SVM reports. The reports will provide the SVM with sales and inventory data. Also, included is overage information along with dealer and customer data. To enter the site, click on this link: Sign-in Menu (you will enter your User ID UP59*** or UP56*** and password) Select Upfitter Sales & Vehicle Inventory Report Use Report Name drop down to select report desired. Drop down will list only four reports choose from dropdown After selection of report upfitter ID and area fields may default. If not, use upfitter ID drop down box to select location. 8

The report will run the reports as they would look on that date. Example: If a file is loaded on 8/5/2018 and another on 9/2/2018.

9 If the report selected offers options, the dropdowns will populate (see area dropdown) Some select upfitters can report on other upfitters. Their upfitter ID field will not default, but will force them to select what upfitter to report. Select Date. Report data is provided monthly. The report will run the reports as they would look on that date. Example: If a file is loaded on 8/5/2018 and another on 9/2/2018. If the user, enters 9/2 or later, user will see 9/2 data. If user enters a date between 8/5 and 9/1, user will see 8/5 data. If user enters 8/4 or earlier, the reports will be empty. All reports come in either PDF or Excel. 9

VEHICLE ORDERING AMBULANCE, BUS, COMMERCIAL, PERSONAL USE As referenced in Article 3.1 of the Specialty Vehicle Manufacturer Converters Agreement (the Agreement ).

10 VEHICLE ORDERING AMBULANCE, BUS, COMMERCIAL, PERSONAL USE As referenced in Article 3.1 of the Specialty Vehicle Manufacturer Converters Agreement (the Agreement ). SVM will submit orders to GM for Vehicles electronically or in such other manner as may be specified by GM. Please visit and select Order Workbench for ordering vehicles. Order Types: TSC SVC Commercial TSP SVC Commercial Priority Stock FRC SVC Fleet Commercial (bona fide fleet orders, example, CAP/BID) TSR Personal Use Stock TSD Special Secondary Dealer Code Orders Recreational Vehicles All SVMs have a 3-digit identifier ID code. Select this code on all orders placed. If you do not know your SVM code, contact your SVM account manager. Order vehicles using drop down boxes, selecting MY, Division, Distribution entity, etc. Contact the Fleet Action Center or your Account Manager with questions. 10

REPLACEMENT OF DAMAGED VEHICLE LABELS AND DOCUMENTS As stated in part in Article 8.

or completed vehicle, according to the specifications established by the National Highway Traffic Safety Administration.

SVM is responsible for certifying the compliance of such End Product with the FMVSS and other applicable laws and regulations, as necessary.

11 REPLACEMENT OF DAMAGED VEHICLE LABELS AND DOCUMENTS As stated in part in Article 8.4 of the Agreement, Even if not required by law, SVM will affix a properly located Information Label, consistent with Federal Motor Vehicle Safety Standards, to each End Product for either an altered or completed vehicle, according to the specifications established by the National Highway Traffic Safety Administration. SVM is responsible for ensuring the compliance of each End Product with FMVSS and other applicable regulations as well as the requirements of the Federal Motor Vehicle Safety Act. SVM is responsible for certifying the compliance of such End Product with the FMVSS and other applicable laws and regulations, as necessary. If a vehicle label is damaged and you need a replacement, you must: 1 Send a request for replacement of the damaged vehicle label to the Upfitter Integration website, 2 Include the 17- digit VIN and the label name and your upfitter codes in the request. (Upfitter codes: 13-59xxx, BAC xxxxxx or 48-56xxx, BAC xxxxxx) 3 a copy of your request confirmation to your SVM account manager with a picture of the damaged label. Label Information Examples: 11

12 NEW VEHICLE ALTERATIONS AND INCOMPLETE VEHICLE LETTER The New Vehicle Alterations and Incomplete Vehicle Letter provides further information on SVM responsibility and requirements for certifying and labeling a new motor vehicle relative to its compliance with applicable FMVSS. This information is relevant to all new vehicles on which SVM will perform further work, or a new vehicle that the SVM alters (as defined in the Federal Motor Vehicle Safety Act and applicable regulations) between the time it is certified as a completed vehicle by GM, and the time that it is delivered to the first retail, fleet, or commercial customer. The policy and letter can be found by following the steps below. 1. Click this link: 2. Once at the site: Click Click 12

13 Click (You may have to enter your name, BAC, and accept terms of use.) Select section: 13

14 DELAYED WARRANTY START General Motors offers extensions to the start of the new vehicle limited warranty date and/or mileage in select scenarios. Service agents are to submit the Delayed Warranty Start Form to request this extension. See Appendix B for example. The form must be submitted electronically to delayedwarrantystart@gm.com. Use of the form located in this section must be used by all requesting GM and non-gm entities with active Business Associate Codes (BAC). GM reserves the right to approve or reject any such request at its sole discretion. Follow this link to the Delayed Warranty site: For additional information on the delayed warranty process: 1. Click this link: Policies & Procedures Manual 2. Once at the site: Click 14

15 Click Click (You may have to enter your name, BAC, and accept terms of use.) 15

16 Click 16

17 DISCLOSURE OF VEHICLE MODIFICATION, USE OR SALE OF NON-GM PARTS AND ACCESSORIES AND SALE OF NON-GM SERVICE CONTRACTS As a reminder, Article 8.5 of the Agreement provides that: If a SVM modifies a new motor vehicle, or installs any equipment, accessory, recycled part or part not supplied by General Motors, SVM will disclose this fact on the purchase order and bill of sale, indicating that the modification, equipment, accessory or part is not warranted by General Motors or, in the case of a service contract, the coverage is not provided by General Motors or an affiliate." The SVM must comply with this requirement. See below for an explanation of the process and copy of the customer acknowledgement form. 1. Click this link: 2. Once at the site: Click 17

18 Click Click (You may have to enter your name, BAC, and accept terms of use.) Click 18

19 VEHICLE DELIVERY/ CARE OF VEHICLE AND STORAGE As referenced in Article 4.1 of the Agreement, Upon receipt of Vehicles, SVM will inspect each Vehicle for damage or a shortage of parts and SVM will accept custody of, and execute an appropriate receipt for each Vehicle. SVM agrees to resolve any damage or warranty claims in accordance with the GM Service Policies and Procedures Manual. The manual can be found at the link below. Section 4.2 of the Agreement says in part, SVM will keep and maintain each Vehicle delivered to it in safe storage (including, as appropriate, in a defined area enclosed by an adequate fence and protected by security personnel to the extent appropriate in that vicinity). The Section goes on to say, SVM must ensure that Vehicles do not deteriorate from a like new condition in appearance or quality during the period of SVM's control, and GM retains the right to inspect SVM s storage areas upon reasonable notice. See Appendix D for examples of forms. For additional information on the vehicle delivery and care of vehicle and storage: 1. Click the link: Policies & Procedures Manual 2. Once at the site: Click 19

20 Click Click (You may have to enter your name, BAC, and accept terms of use.) 20

21 FIELD PRODUCT REPORTS To report quality or other issues observed on your vehicles to the GM vehicle brand quality team, use the Field Product Report process. Instructions are available through gmfleet.com. 1. Click link: 2. Once at the site: 3. Select Model Year, Make, and Model and click next 4. Select Service Manual/Bulletins Express, Savana Manual 21

22 5. Enter Field Product Report in the key word search box Click: Information for Dealers/Technicians on When and How to Submit a Field Product and/or Enhancing Field Product Reports with Digital Pictures 22

23 GM TRADEMARK USAGE Article 12 of the Agreement (Article 11 for Motor Home) contains Terms and Conditions with respect to GM Trademark Usage. See Article for specific Terms and Conditions. For your convenience only, GM is providing the information below to help you understand the proper usage of Marks. Approved Mark to be used by SVM Above Mark may be used only in communications with GM Dealers The Mark may not be used for End Product labeling or communication with end users Under no circumstances may the Mark imply endorsement, approval, or authorization of End Product SVM may not use any other GM Marks SVM is not authorized to use any GM Marks, trade dress, website URLs, rights of publicity, and other intellectual property owned by GM 23

24 APPENDIX A FLEET TOOLS Fleet tools are commonly used tools used by SVM s that are located at Below is what you will find under the fleet tools section. PRE- ORDER Online Order Guide Provides the latest options and ordering information, when ordering General Motors cars and trucks. Global FAN System Provides FAN eligibility requirements and help contacts. Order Management Reports Provides weekly constraint information, plant build out and startup information, along with a production non-retail planning calendar, current ship-thru locations and pricing, and current recall and customer satisfaction alerts. GM Pricing Allows the SVM to reference the latest pricing information published by General Motors. Specific Qualified Fleet User Signature Form Fleet qualifications/criteria and an application form. ORDER Order Workbench Provides online access for SVM to GM Order Workbench: manage orders and inventory, access order management reports. SVM Inventory Portal for GM Exchange Web SIR and SVM inventory. Vehicle Locator Search for available inventory or orders. 24

25 POST ORDER Vehicle Order Status Allows you to check the status of your vehicle orders from your desktop. GM Exchange Reports Mailbox Delivery of credit invoices, dealer upfit request numbers are delivered to this site. BARS Reprint Request Request vehicle invoices, incentive memos, wholesale floor plan memo etc. from this site. Conduct searches for billing and accounts receivable documents and request reprints of the documents. Special Information Request (SIR) Create and submit request to upfit vehicles. Release to production and invoice dealers for requested upfit vehicles. Accessible to dealers, SVM s and fleet management companies. WARRANTY Delayed Warranty Link to delayed warranty instructions for GM dealership Pre-Delivery Inspection Forms Link to PDI forms Service Bulletin Forms The Service Forms site provides quick access to forms referenced by and included in bulletins. SERVICE Service Manuals/Bulletins (SI2000) Search for newest bulletins and campaigns, e.g., find a document by ID, bulletin, or campaign number, or find bulletins and campaigns by MY, keywords and other searches Investigate Vehicle History (GMVIS2) Obtain vehicle information by VIN via the GM Warranty system. 25

26 Policy and Procedure Manual Allows access to GM dealer manuals for service procedures, inventory maintenance, incoming inspection, etc. Calibration ID Obtain the latest electronic controller calibration information for your vehicle using the 17-character Vehicle Identification Number (VIN) and obtain the Calibration Verification Number (CVN) for any calibration part number by entering the part number of the calibration ID. New Vehicle Receiving and Inspection Procedure Video Training video New Vehicle Damage Form Form for reporting incoming inspection damage GM FLEET TOOLS HELP Fleet Tools Support If you are having trouble accessing a tool needed for your business, contact the Fleet Tools Help Desk and provide your Fleet Account Number (FAN) or Business Associate Code (BAC). Contact our Fleet Tools help desk at FLEET9. Obtaining a Fleet Account Number (FAN) Instructions for obtaining a Account Number (FAN). A FAN is used to identify qualified fleet customers. It is used by all divisions of GM to process orders, track vehicle production and identify those customers who may be eligible for fleet incentives in conjunction with the purchase or lease of new GM cars and trucks. RESOURCES PAGE REFERENCE GUIDE LINKS: Fleet Guide, Body Application Guide, Online Order Guide, VIN Information Cards, Glossary, Towing & Trailering Guides, Emissions Bulletins, Planned Emissions Certifications, Fleet Service Toolbox. SHOPPING TOOL: Dealer Locate, Vehicle Locate, Medium Duty Truck Service SPECIALTY VEHICLES SVM Locator Allows a dealer or customer to locate a Special Vehicle Manufacturer (SVM) by state or vocation. Includes company address, website, phone, and specialty service. 26

27 SVM Policies and Procedures Manual Electronic copy of current SVM manual GM Upfitter Integration Group Link to Cadillac Master Coachbuilders Links/names of Cadillac Master Coachbuilders Government Fleets Current MY Buy American Certificates (PDF file) GSA Vehicle Buying and Standards - Links to GSA website 27

28 APPENDIX B Example of Delayed Warranty Start Form APPENDIX C 28

29 APPENDIX C 29

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32 APPENDEX D INSURANCE CERTIFICATE A51A1:G24A1:G47A51A1:G24A1:G4 PRODUCER CERTIFICATE OF INSURANCE THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER OTHER THAN THOSE PROVIDED IN THE POLICY. THIS CERTIFICATE DOES NOT AMEND, EXTEND, OR ALTER THE COVERAGE AFFORDED BY THE POLICIES DESCRIBED HEREIN. INSURED SVM Name 123 Street Anytown, USA COMPANIES AFFORDING COVERAGE COMPANY A: XYZ Insurance Company COMPANY B: LMN Insurance Company COMPANY C: WC Insurance Company COMPANY D THIS IS TO CERTIFY THAT POLICIES OF INSURANCE DESCRIBED HEREIN HAVE BEEN ISSUED TO THE INSURED NAMED HEREIN FOR THE POLICY PERIOD INDICATED NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THE CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS, CONDITIONS AND EXCLUSIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS. IN SR POLIC Y EF F EC T IV E D A T E POLIC Y EX PIR A T ION D A T E TYPE OF INSURANCE POLICY NUMBER LIMITS LT R ( M M / D D / Y Y ) ( M M / D D / Y Y ) GENERAL LIABILITY MM/DD/YY MM/DD/YY GENERAL AGGREGATE $ COMMERCIAL GENERAL LIAB PRODUCTS- COMP/OP AGG $10,000,000 (a*) CLAIMS MADE OCCUR A OWNERS & CONTRACTOR'S PROT PERSONAL & ADV INJURY $ EACH OCCURRENCE $10,000,000 (a*) Contractual Liability FIRE DAMAGE (Any one fire) $ MED EXP (Any one person) $ B AUTOMOBILE LIABILITY MM/DD/YY MM/DD/YY COMBINED SINGLE LIMIT $5,000,000 (b*) ANY AUTO BODILY INJURY (Per person) $ ALL OWNED AUTOS BODILY INJURY (Per accident) $ SCHEDULED AUTOS PROPERTY DAMAGE $ HIRED AUTOS NON-OWNED AUTOS GARAGE LIABILITY AUTO ONLY - EA ACCIDENT $ ANY AUTO OTHER THAN AUTO ONLY: EACH ACCIDENT $ AGGREGATE $ A C EXCESS LIABILITY MM/DD/YY MM/DD/YY EACH OCCURRENCE $ XXX UMBRELLA FORM OTHER THAN UMBRELLA FORM AGGREGATE $ WORKERS COMPENSATION AND MM/DD/YY MM/DD/YY WC STATUTORY LIMITS STATUTORY EMPLOYERS LIABILITY EL EACH ACCIDENT $1,000,000 THE PROPRIETOR/ EL DISEASE- POLICY LIMIT $1,000,000 PARTNERS/EXECUTIVE INCL. EL DISEASE- EACH EMPLOYEE $1,000,000 OFFICERS ARE: EXCL. C OTHER: GARAGE KEEPERS LEGAL MM/DD/YY MM/DD/YY COMPREHENSIVE & COLLISION [AT LEAST LIMIT OF INVENTORY] (C*) LIABILITY DES CRIP TION OF OPERATIONS /LOCATIONS /VEHICLES /SPECIAL ITEMS (LIMITS MAY BE S UBJECT TO DEDUCTIBLES OR RETENTIONS ): General Motors is named as an additional insured on these policies, except for Workers Compensation and Employer's Liability. This insurance is primary to any other insurance available to General Motors. GENERAL MOTORS Attn: Robin Large CERTIFICATE HOLDER CANCELLATION SHOULD ANY OF THE POLICIES DESCRIBED HEREIN BE CANCELLED THE INSURER AFFORDING COVERAGE WILL ENDEAVOR TO MAIL 30 DAYS 100 Renaissance Center, P.O. Box 100 WRITTEN NOTICE TO THE CERTIFICATE HOLDER NAM ED HEREIN, BUT Mail Code: 482-A20-B98 FAILURE TO M AIL SUCH NOTICE SHALL IM POSE NO OBLIGATION OR Detroit, MI LIABILITY OF ANY KIND UPON THE INSURER AFFORDING COVERAGE, ITS AGENTS, OR REPRESENTATIVES. M ARSH USA INC., BY: John Doe a* = If the Commerical General Liability/Products Compl/Ops amount is less than $10,000,000 per occurrence, then the total per occurrence limit between Commerical General Liability and Excess/Umbrella Liability must at least equal $10,000,000. b* = If the Automobile Liability amount is less than $5,000,000 per occurrence, then the total per occurrence limit between Automobile Liability and Excess/Umbrella Liability must at least equal $5,000,000. c* = Garage Keepers Legal Liability - Equal to at least the highest value of vehicles in the Manufacturer s care, custody and control at any one time 32

33 APPENDIX E 33

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CERTIFICATE OF LIABILITY INSURANCE

CERTIFICATE OF LIABILITY INSURANCE DATE (MM/DD/YYYY) Month//Year PRODUCER SIR and WRAP Programs THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY Insurnce Agent/Broker Name AND CONFERS NO RIGHTS