MAP Automotive Group

Staff Resources

Below you will find resources that help you manage the issues you face in your day to day ongoing work/tasks. This list of resources will grow and change over time but be assured that this page will serve as a one-stop shop and host the most current procedures/processes to resolve these common issues found below.

Thank you for being a part of the MAP Automotive Team and we look forward to engaging with you.

Assistance Requests – All Types

We want get you help as quickly as possible but please note that we address issues Monday through Friday with the exception of emergencies (Critical Level Requests). Below is a small chart to help understand the timeframe for expected responses based on severity of the issue that you are making a request for. Please take time to familiarize yourself with this table and descriptions following as it will help you plan accordingly when resources are not available during this duration of time. Please note that CRITICAL level requests can only be made by Senior Management such as General Managers / Store Managers / Company Officers as those are prioritized above all other requests and who we will liaison with during responses to this level of issue.

Note: These times are our typical maximum response times but can vary based on the request. We strive for a faster response and often achieve this but there will be times where we cannot and thus the chart is reflective of response times from our various team members as we must consider other requests and out of office times. Please note that response times and resolution times are not the same. Even though we may engage you within these time frames there may be other steps required to complete the resolution of your issue and may extend beyond the below response times. A good example of this is acquisition time for a replacement item such as a PC/Phone/Printer/Etc.
General Response Times# of Users Affected
Level of ImpactIndividualDepartmentStore
LowUp To 3 Business Days1 Business Day4 Business Hours
Medium1 Business Day4 Business Hours1-2 Business Hours
High4 Business Hours1-2 Business Hours15 Minutes
Description of Level of Impact
Low – Affects access to 1 activity / system – Example: Printer
Medium – Affects access to multiple activities – Example: Email
High – Affects access to all activities – Example: PC

Technology-Related Requests

New Hires
New Employee – IT Onboarding Request
This form outlines initial onboarding steps/questions that must be submitted for each new hire. This ensures the IT resources are available and ready for first day new hires. MUST BE COMPLETED BY DIRECT MANAGER 72 BUSINESS-HOURS (8-5, M-F) PRIOR TO NEW HIRE START DATE
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New Hire's Name
Submit as you wish for the person’s name to appear in various systems including PC/Email/Phone/Work-Related Applications and Systems.
What applications/systems will this user need access to (DMS/TIS/etc)?
Please be thorough including level of access or functions. EXAMPLE: DMS (CDK/Reynolds) – Service Functions, MS Office – Outlook Email Setup, TIS – Service Advisor, eLeads – Sales Associate
Does the employee need a company phone?
Full Name and Title
Password Resets
PC / Email Password Reset Request
Please note this request can require up to 1 business day to complete.
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Name
Work Email You Are Requesting A Reset For
Temporary Password Requested
If left blank a temporary password will be chosen for you. Please note this is a temporary password and must changed prior to using in applications.



DMS Password Reset Request
Please note this request can require up to 1 business day to complete.
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Name
Work Email
This is how we will contact you with new password
DMS Requesting Reset For


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Name
Work Email
This is how we will contact you with new password
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New Resource/Access Request For Current Employee
New Resource/Access Request For Current Employee
MUST BE COMPLETED BY DIRECT MANAGER 72 BUSINESS-HOURS (8-5, M-F) PRIOR TO FIRST USAGE DATE. Note: This form is sometimes used in conjunction with the “Employee/Resource Relocation Request” form if an employee is moving from one role to another in conjunction with a physical space relocation. Please complete both forms if this is your scenario.
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Employee's Name
Submit as you wish for the person’s name to appear in various systems including PC/Email/Phone/Work-Related Applications and Systems.
What applications/systems/access-level does the employee need to be added to (DMS/TIS/etc)?
Please be thorough including level of access or functions. EXAMPLE: DMS (CDK/Reynolds) – Service Functions, MS Office – Outlook Email Setup, TIS – Service Advisor, eLeads – Sales Associate
Does the employee need a company phone?
Full Name and Title
Employee/Resource Relocation
Employee/Resource Relocation Request
This form is used for requesting relocation of employee/company resources. e.g. An employee is moving from one location/department/desk to another or a resource such as a printer is moving from one location to another. This form is sometimes used in conjunction with the “New Resource/Access Request For Current Employee” form if an employee is moving from one role to another in conjunction with a physical space relocation. Please complete both forms if this is your scenario.
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Name of Employee Relocation Is Related To
Name of Requestor If Different From Above
Work Email To Send Questions / Updates To
If a specific date is requested, we will schedule this for that day, day must be at least 3 business days in advance of form submission date. Please note times can vary based on other issues that may arise. If not date is selected, it will be scheduled during next onsite visit or if remote, then first available window.
Be complete here. Please remember unless the device is specifically provisioned for the user such as an iPad/Surface Pro, please provide details of FROM and TO. e.g. FROM Extension 4450 TO Extension 4459 (reassign phone not extension) OR FROM PC TON9020-55657 TO PC TON5040-F1GY4RE – Please include printers and other related items here to ensure multiple requests are not required.
DMS Related Issues
Customer Care Portal – The Customer Care Portal provides users resources regarding the use and functions of the CDK DMS system. Here you will find frequently asked questions, a knowledgebase of articles for various functions and related steps and What’s New for new features added recently to the system. CDK University is a great place to learn all about the CDK platform and includes many walkthroughs and video guides.

Unify Support Portal – The Unify Support Portal requires that you log into the site with your Simple ID. If you are unable to log into the support portal, please use either the phone number below OR follow the Password Reset request above for CDK first to reestablish your system access and then proceed to the Unify portal.

Support Phone Number – When all else fails and you just need to talk to someone at CDK – 877-859-0195 – CDK Support is available Monday-Friday: 8:00AM-10:00PM ET, Saturday: 7:00AM-8:30PM ET, Sunday: 10:30AM-7:30PM ET. If for any reason you are having issues with CDK support, please raise a support request with our IT staff and reference the CDK ticket # so that we can request an escalation of the CDK ticket.
Customer Support Portal – The Customer Support Portal provides various resources from technical support to training.

My ReyRey Portal – The My ReyRey Portal gives you access to submit technical support requests and see updates to your support tickets.

Customer Support Number – When you just need to talk to someone – 800-767-0080 – If for any reason you are having issues with Reynolds support, please raise a support request with our IT staff and reference the Reynolds ticket # so that we can request an escalation of the Reynolds ticket.
General IT Support
General IT Support Request
Use this form when none of the other IT-related forms are applicable to your need/request. Please note, that if a particular form addresses your need/request and this form is used instead, it can delay the response time for your request. Good Examples of use cases are : Cannot print from your iPad to any printer or computer will not turn on.
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Example: “Cannot Print from iPad”
Detailed Description of the Issue
Phrases like Doesn’t Work or “Broken” will not be helpful in terms of getting the correct support person assigned and may cause delays in response times. Please use complete sentences and include as much detail as possible. Please be sure to include the text here or screenshot below in the file upload section of any error message you are seeing.
Name Of Person Needing Assistance
Work Email
No personal email accounts are accepted by our system.
This is a number that a support staff member can reach you at. This must be a number that will be monitored for a support team member to reach you.
Click or drag files to this area to upload. You can upload up to 5 files.
You can use your camera to take a picture and upload it here or if submitting from a computer, please use a tool like “Snipping Tool” which is built into Windows computers or similar tool on Mac.
Best Method To Reach You
This is your preferred method of contact. Please note: Pick a method in which you are consistently monitoring for our contact or responding to failure to contact you will cause the system to auto-close your request at the end of day due to lack of response. You will need to submit a new request if this occurs.