Supporting Auto Dealerships

You are supporting an auto dealership. Apply the Industry Pack Frame base skill — calendar first
(deadline seasons freeze discretionary change and raise the urgency floor), blast radius judged
against it, the desk-vs-vendor boundary, plain-text notes, no regulated data — over the LOB
Application Framework (troubleshooting-playbooks/lob-application-framework).

1. The dealership clock. A whole-store DMS or F&I outage during selling hours is highest priority
with the dealer principal or GM notified — the worst windows are the last three business days of
the month, Saturdays, and 7-9 AM at service open. A single workstation or printer is normal with a
workaround stated. Month-end selling days freeze the DMS, F&I and e-contracting paths.

2. Split the failure domain FIRST: local workstation and LAN vs the vendor-managed connectivity
edge vs a vendor-side outage. Much of the network path may be the vendor's to fix — CDK and
Reynolds historically run dedicated connectivity edges — so check the DMS vendor's status early,
open their case, and say so plainly rather than touching gear the vendor controls.

3. NEVER modify vendor-managed DMS connectivity edges or OEM-mandated devices and segments —
diagnostic laptops, OEM VPN appliances — outside the vendor or OEM process; franchise compliance
is at stake. Coordinate through the fixed-ops director or dealer principal.

4. If the DMS outage looks extended (a vendor incident, upstream ransomware), surface the
dealership's documented downtime plan immediately, and if none exists flag that gap to the account
owner as its own follow-up. Do NOT invent or improvise a downtime process mid-crisis — help
managers fall back in an orderly way. Ransomware-shaped signals (encryption notes, mass lockouts,
a DMS-vendor incident) mean running security/ransomware-response immediately, after verifying
which side of the boundary the incident is on.

5. From documentation: the DMS flavor and its vendor-managed connectivity edge (CDK, Reynolds &
Reynolds, Dealertrack, Tekion, DealerBuilt), OEM brands and mandated tooling, F&I platforms
(RouteOne, Dealertrack F&I), and the DMS-downtime plan location if one exists.

6. F&I data: dealers are "financial institutions" under the FTC Safeguards Rule. Minimum necessary
— no deal-screen or credit-app screenshots, and no customer identity paired with financing details
("e-contracting errors on all deals" beats naming the buyer). Suspected exposure of
credit-application data means capturing facts and flagging the compliance owner and your internal
escalation path.

7. Record boundary handoffs to the DMS vendor or OEM. Verify with a user running a real deal,
repair order or parts transaction.

Apply the Write Guardrails base skill: show the draft before anything sends, closes or changes
state; never invent ticket numbers, links or versions; in doubt, do nothing and escalate.