DIESI Service Level Standards

A) Reservation Process Flow/Guest Follow up/Vacate Notice Management

Service Delivery /

Delivery Metrics

1. Confirm receipt of housing request form / Oakwood National Account Representative (NAR) will confirm via email receipt of request form with DIESI relocation counselor within 1 hr. For requests received after normal business hours (8:30AM-5:30PM MT) or on an Oakwood Holiday, the confirmation will be sent the following business day.
2. Delivery of housing options /
  • Oakwood NAR will present DIESI relocation counselor with1-3housing options no longer than 6 hrs after initial receipt of housing request form. If a specific Oakwood or supplier location is requested, then only that option will be presented.
  • For requests received after normal business hours (8:30AM-5:30PM MT) or on an Oakwood Holiday, the housing options will be sent the following business day.
  • Allow 24 hrs for remote or non core DIESImarkets (see list of core DIESImarkets in Section D). The DIESI Relocation Counselor will be notified during the confirmation of housing request process if this applies.
  • Time line contingent on accuracy of needs assessment on original request form.

3. Housing Options Guarantee / Housing options will be held for 24 hours after submission to Relocation Counselor. If there is no response after 24 hours, the housing option will be returned to the supplier.
4. Cast Member Registration Document / NAR will submit Guest Registration Document toRelocation Counselor within 7 days of arrival(or apartment assignment) of confirmed reservation for signature.
5. Credit Card Addendum / NAR will send credit card addendum to Cast Member at the time of reservation.
6. Arrival Instructions / NAR will submit arrival instructions to Cast Member within 24 hrs of receipt of signed Guest Registration Document and Credit Card Addendum. Relocation Counselor will be copied on all arrival instructions.
7. Pre-Arrival call / Cast Member will be contacted within 3 days prior to arrival to review check-in instructions and answer any questions.
8. Post Arrival call / Cast Member will be contacted within 48 hrs of arrival by an Oakwood Representative to ensure that arrival went well and to answer any questions.
9. Customer Service Survey / Oakwood satisfaction survey will be emailed to Cast Member approximately 21 days after arrival.
10. Pre-Move out call (PMO) / An Oakwood Representative will contact Cast Member 7 days prior to departure to review move out process.
11. Intent to Vacate Management / NAR will contact Relocation Counselor15 days before scheduled departure date to confirm:
  • Approved length of stay
  • Current vacate date intentions
  • 14 day intent to vacate policy in core DIESI markets
In the event a Cast Member requests an extension, the Relocation Counselor will contact the NAR with approval status.

B) Service Delivery

Service Delivery /

Delivery Metrics

1. Service Calls / All calls will be routed through Oakwood’s Customer Service Center located in Phoenix, AZ.
2. Service Issue Call Back Time / Response time within 30 minutes to Cast Member.
3. Response time/maintenance issues / Immediate response for emergency issues(defined as an apartment lock-out or absence of essential utilities, including heat, water and/or electricity). 24 hrs for all non-emergency issues.

C) Invoicing/Reporting

Service Delivery /

Delivery Metrics

1. Invoicing / Invoicing will be provided within 3 days of the Cast Members arrival.
2. Invoicing Payment / Ghost Card payment.
3. Reporting / Reporting will be provided within 10 Business Days at the end of each quarter in the months of January, April, July and October.

D) Core DIESI Markets

Anaheim / CA
Bristol / CT
Burbank / CA
Glendale / CA
Los Angeles / CA
Novato / CA
Orlando / FL
Pittsburgh / PA
San Francisco / CA
San Rafael / CA
White Plains / NY

1