Understanding the Two-Business-Day Turnaround Time SLA

Overview

As part of the marketplace on-site inspection fulfillment through our network of inspectors, we expect that inspections will be completed, on average, within two (2) business days from the "Requested For" date. This date may also be referred to as the "Inspection Date" or "Scheduled Date."

Note: This information is only applicable to lenders who subscribe to Built's marketplace services with Built verified inspectors.

Key Considerations

Average Timeframe: The two-business-day turnaround time is an average expectation, meaning not every inspection will be completed within exactly two business days. Some inspections may take longer.

Requested On vs. Requested For Dates: The "Requested On" date (also called the "Created Date") is when the inspection request is submitted. This is different from the "Requested For" date, which determines the expected turnaround time for completion.

What Defines a Two-Business-Day Turnaround?

Calculation Basis: The two-business-day period starts from the "Requested For" date, not the "Requested On" date.

Business Days Only: Weekends and holidays are not included in the turnaround time calculation.

Same-Day & ASAP Requests: Inspection requests made for the same day or as soon as possible (ASAP) will default to the next business day as the "Requested For" date. This is due to:

• Inspectors being in the field during business hours and typically planning their schedules in the evening.

• Requests made late in the day (e.g., after 7 PM) when inspectors are no longer working.

Example Scenario

If an inspection request has a "Requested For" date of Wednesday, June 29:

Day 1: Wednesday, June 29

Day 2: Thursday, June 30

If the inspection is not completed by the end of Thursday, July 1st would be considered the first day past the expected two-business-day window.

Managing Delays & Expedited Inspections

Rescheduling Inspections: If an inspector foresees a delay beyond the two-business-day window, they should use the reschedule feature to update the inspection date to reflect the actual expected completion date. Additionally, inspectors must provide context for the change by commenting on the loan.

Urgent Requests: If a lender requires an expedited inspection, they should communicate directly with the assigned inspector. However, lenders should aim to provide sufficient lead time and avoid excessive urgent requests to ensure a smooth workflow for all parties involved.

By following these guidelines, all stakeholders can maintain a fair and efficient inspection scheduling process.

*Holidays

The following holidays are observed, during which marketplace inspectors are not available for inspections:

• New Year's Day

• Martin Luther King Jr. Day

• Memorial Day

• Juneteenth

• Independence Day

• Labor Day

• Thanksgiving

• Christmas Day

• New Year's Eve