Business Requirements Document

1. Platform Overview

ETow is a full-stack SaaS marketplace platform connecting customers, tow truck operators, shop service providers, junk vehicle buyers and sellers, fleet managers, affiliates, and sponsors. The platform is accessible via web, progressive web app (PWA), and native mobile app wrappers.

1.1 Core Modules

• Roadside Assistance Dispatch — Real-time tow and roadside service matching
• Junk Vehicle Marketplace — List, offer, inspect, and purchase junk/salvage vehicles
• Shop Service Booking — Book auto repair and specialty services at driver-operated shops
• Fleet Management System — Full fleet ops for Platinum Zero account holders
• Driver Public Profiles — Branded driver pages with custom URLs and QR codes
• Affiliate & Referral Programs — Multi-tier affiliate tracking and referral bonuses
• Loyalty Rewards — Points-based loyalty program for customers
• Advertising & Sponsorships — Local, nationwide, and corporate ad placement system
• AI-Powered Driver Tools — Traffic intelligence, VIN scanner, tax tools, and analytics
• Department & Motor Club Dispatch Portal — CAD gateway integration, AI-assisted rotation dispatch, 10-step rotation application, impound operations, and CJI-minimized data handling
• Wholesaler Portal & Manual Invoicing — Account-based wholesaler connections, single & bulk bill of sale delivery, manual invoices with custom letterhead, and driver CRM contacts
• Gateway Developer Sandbox — Self-service sandbox for motor club/department/fleet dev teams to test normalized CAD vendor payloads before production
• Push Notification Infrastructure — Multi-channel real-time alerts (web push, FCM)

2. Driver Requirements

2.1 Licensing & Certification

• Valid commercial driver's license (CDL) or appropriate state-issued license
• Clean driving record (no DUI or major violations in past 3 years)
• Background check clearance (criminal and driving history)
• Minimum age: 21 years old
• Email verification required before account activation

2.2 Insurance Requirements

• Commercial auto insurance — minimum $1M liability coverage
• Garage keeper's insurance — minimum $100K per vehicle
• On-hook insurance for all vehicles being towed
• Workers' compensation insurance (where applicable)
• Proof of insurance must be current and uploaded to platform for admin verification

2.3 Tow Vehicle Requirements

• DOT-compliant tow truck or recovery vehicle
• Must pass annual safety inspection; registration uploaded and verified
• Proper towing equipment (flatbed, wheel lift, integrated, hook & chain, or heavy duty)
• Working lights, signals, and all safety equipment functional
• GPS tracking enabled during active service hours
• Vehicle age: No older than 15 years (exceptions at admin discretion)

2.4 5-Tier Tow Capacity Certification

Drivers declare their maximum tow capacity tier during registration. This restricts which service requests they can accept. Drivers can accept any request at or below their certified tier.

2.5 Driver Public Profile Requirements

• Drivers may create a custom username for a public profile URL (e.g., /driver/neverstopstowing)
• Profile includes: name, photo, bio, vehicle type and capacity, ratings and reviews, service area, shop services (if enabled), and social/website links
• Profiles are publicly accessible and indexed; drivers are responsible for content accuracy
• QR code auto-generated for each driver profile for print/share use
• All profile content must comply with community guidelines

2.6 Shop Service Provider Requirements

Drivers who wish to offer shop-required services must additionally:

• Enable the shop location feature in their account settings
• Provide a valid physical shop address with geocoordinates
• Maintain valid business licenses for all offered services
• Configure shop services with accurate pricing (auto repair, tire repair, detailing, window tinting, oil change, brake service, AC service, transmission service)
• Optionally offer free towing to the shop for any configured service
• Handle deposits, invoicing, and signature/ID capture at time of service completion

3. Service Standards

3.1 Response Time Requirements

• Accept or decline service requests within 2 minutes
• Arrive at pickup location within the estimated ETA displayed to customer (typically 15–45 minutes)
• Notify customers of delays exceeding 10 minutes from original ETA

3.2 Professional Conduct

• Professional appearance and respectful demeanor at all times
• Clear, timely communication with customers through platform messaging
• Strict respect for customer property and vehicle condition
• No soliciting tips, side payments, or additional services outside the platform
• Maintain a 4.0+ star rating average — accounts below threshold subject to review

3.3 Safety Protocols

• Follow all applicable traffic laws and safety regulations
• Use proper securing and loading techniques for all vehicles
• Wear safety vest and deploy required warning equipment
• Inspect vehicles before and after transport; document all pre-existing damage
• Report accidents and incidents within 24 hours via the platform damage claim system

3.4 Shop Service Standards

• Provide real-time status updates through all shop service workflow stages (confirmed → en route → arrived → hooked → in route to shop → at shop → in service → completed)
• Conduct video inspections when requested before initiating service
• Issue itemized digital invoices with line items, taxes, and totals
• Collect customer digital signature and ID photo at completion
• Communicate deposit requirements prior to service commencement

4. Platform Technology Requirements

4.1 Driver Technology

• Smartphone with GPS, camera, and mobile data connection
• Keep ETow app (PWA or native wrapper) updated to latest version
• Enable location services and push notification permissions during active hours
• Camera permissions required for profile photos, ID capture, and damage documentation

4.2 Availability Requirements

• Set accurate online/offline status via the driver dashboard
• Accept at least 80% of requests within defined service area
• Maintain cancellation rate below 5% on accepted requests
• Available for periodic verification audits and document renewals

4.3 Push Notification Infrastructure

• ETow uses a multi-channel push notification stack: Web Push API (VAPID) and Firebase Cloud Messaging (FCM)
• Drivers and customers must grant push notification permissions to receive real-time service alerts
• Subscription endpoints are stored securely and automatically deactivated on revocation
• Push notifications are sent for: new service requests, status changes, junk vehicle offers, video inspection calls, shop service updates, fleet messages, and payment events

5. Financial Requirements

5.1 Driver Subscription Tiers

5.2 Payment Terms

• Free drivers: Weekly payouts to connected bank account (Stripe Connect)
• Pro and Fleet Manager drivers: Daily payouts available; Instant payouts at 1.5% fee
• All taxes are the driver's sole responsibility as independent contractors
• 1099 forms generated annually; AI-powered summaries available with mileage and expense deductions for all tiers
• Stripe Connect onboarding required before any payouts can be issued

5.3 Customer Wallet & Loyalty

• Customers may maintain a platform wallet balance funded by wallet top-ups or referral bonuses
• Wallet balances can be applied toward service payments at checkout
• Loyalty points are awarded on qualifying service completions
• Points are redeemable for discounts on future services
• Points have no cash value and are non-transferable

5.4 Promo Codes

• Promo codes may provide percentage or fixed-dollar discounts on services
• Codes are subject to usage limits, expiry dates, and applicable service types
• Applied at checkout; discount tracked against usage history per user
• Admin-managed via the promo code management system

6. Junk Vehicle Marketplace

6.1 Seller Requirements

• Must be legal owner of the vehicle being listed
• Listing fee: $3.50 per listing (or 2 listings for $5); active for 30 days
• Minimum 3 vehicle photos required; video clip optional
• Accurate vehicle year, make, model, condition, and title status required
• Seller must confirm vehicle ownership at listing creation

6.2 Buyer Requirements

• Verified Fleet Manager (Platinum Zero) account required to make offers
• All payments processed through Stripe
• Video inspection required before final payment on standard listings
• Buyers may initiate direct purchase offers to sellers via the Direct Sale flow
• Buyers are responsible for all title transfer, DMV, and legal requirements in their jurisdiction

6.3 Transaction Flow

6.4 Transaction Fees

• Listing fee: $3.50 upfront (or $5 for two listings)
• Payment processing fee: 3% of final sale amount (deducted from seller payout)
• Seller receives: 97% of agreed purchase price to platform wallet
• Example: $1,000 sale → $970 to seller, $30 covers processing fees
• Featured listing upgrade: optional paid upgrade for 7-day premium marketplace placement

6.5 Bill of Sale Requirements

• Automatically generated upon payment completion
• Includes: seller name, buyer name, vehicle details (year/make/model), sale price, payment method, transaction date
• Requires digital signature from both buyer and seller
• Seller government-issued ID photos captured and stored securely at time of sale
• PDF-equivalent HTML snapshot stored in transaction history for both parties
• Accessible via Seller Dashboard and Driver Portal Bill of Sale History

6.6 VIN Scanning Tool

• Available to all driver accounts via the Driver Dashboard
• Scans or manually enters VIN to retrieve: vehicle year/make/model, AI-estimated lien status, risk level, junk value range (low–high), and estimated catalytic converter count
• Full scan results stored in VIN scan history per driver for reference
• Results are AI-estimated and informational only — not a legal title search

7. Shop Services Module

7.1 Supported Service Types

• Auto Repair, Tire Repair, Auto Detailing, Window Tinting
• Oil Change, Brake Service, AC Service, Transmission Service

7.2 Booking Flow

• Customer selects service from driver's public profile or platform search
• Customer provides vehicle info, service description, preferred date, and contact details
• Optional: customer uploads damage/issue photos before booking
• Optional: customer requests free tow to shop (if offered by driver)
• Booking submitted → driver receives notification and confirms or requests deposit

7.3 Service Status Workflow

Status progresses through the following stages:

7.4 Invoicing Requirements

• Driver creates itemized invoice with line items, tow fee (if applicable), tax, and total
• Customer reviews and provides digital signature
• Customer ID photos captured at time of payment
• Payment method: cash, card (Stripe), or digital transfer
• Invoice HTML snapshot stored for both parties
• Notifications sent to customer and driver upon invoice completion

8. Fleet Management System

8.1 Fleet Manager Requirements

• Must hold an active Platinum Zero (Verified Fleet Manager) subscription
• Manages up to 10 fleet drivers and associated vehicles
• Responsible for all compliance, payroll, and operational requirements for fleet members

8.2 Fleet Operations Capabilities

• Driver Management: Invite, onboard, and manage up to 10 fleet drivers; set hourly rates and badge colors; clock in/out on behalf of drivers
• Vehicle Management: Register and track fleet vehicles (flatbed, wheel lift, integrated, hook & chain, heavy duty); assign vehicles to drivers; monitor GPS location
• Shift & Payroll: Automatic shift logging on clock-in/out; calculate pay periods; issue fleet payouts; track total hours worked per driver
• Job Management: Create new service jobs and assign to available fleet drivers; monitor active jobs and ride statuses
• Mileage Logging: Automatic and manual mileage entries per driver; linked to service requests; used for tax deduction summaries
• Expense Tracking: Fleet drivers submit expense receipts with photo uploads; categories include fuel, maintenance, tolls, food, lodging, and other; manager approves or rejects
• Fleet Messaging: Direct messages and broadcast announcements to all fleet drivers; message types include text, alert, and announcement
• Analytics: Fleet-level earnings, job counts, performance ratings, and payout history

9. Affiliate & Referral Programs

9.1 Affiliate Program

• Approved affiliates receive a unique affiliate code and referral tracking link
• Commissions earned when referred users (driver or customer) complete their first qualifying action
• Earnings credited to affiliate's platform wallet; withdrawable via Stripe Connect payout
• Affiliate dashboard tracks total referrals, earnings, pending earnings, and payout history
• Commission rates and qualifying criteria set by platform admin

9.2 Driver & Customer Referral Bonuses

• Drivers and customers each have unique referral codes
• Referral bonuses credited to wallet upon referred user completing qualifying rides or transactions
• Driver referrals track referred driver completions; customer referrals track referred customer rides
• Bonus amounts communicated at time of referral offer and subject to change

10. Advertising & Sponsorships

10.1 Ad Placement Types

• Local Ads: $35–$75 for 7–30 days; city/region-targeted; shown in banner placement areas
• Nationwide Ads: Premium pricing; visible to all platform users across all dashboards
• Corporate Sponsorships: Custom enterprise contracts; multi-channel placements including driver menu, customer menu, and homepage
• Quick-Link Sponsor Banners: Corporate sponsors mapped to specific platform pages (e.g., AvailableRides, PayPortal) for contextual, high-intent placement

10.2 Sponsor Onboarding

• Sponsors complete an onboarding form with company info, ad type, budget range, and target audience
• Admin reviews and approves sponsor accounts
• Sponsors upload creatives (image or video), set campaign dates, and complete payment via Stripe
• Analytics dashboard provides impressions, clicks, and redemption tracking

10.3 Ad Content Requirements

• Content must comply with community guidelines and applicable advertising regulations
• High-quality images minimum 1920×1080 resolution; videos under 30 seconds for optimal performance
• All click-through links must be valid, functional, and safe
• Discount codes and promo offers must include accurate terms and redemption URLs

11. Customer Requirements

11.1 Account Setup

• Valid email address, verified before full access granted
• Valid phone number
• Payment method on file (credit/debit card via Stripe)
• Minimum age: 18 years old

11.2 Service Request Requirements

• Provide accurate vehicle information including year, make, model, and condition
• Provide accurate pickup location (GPS or manual address)
• Be present and accessible at the pickup location
• Ensure vehicle is accessible for towing or service
• Payment authorization required before service dispatch

11.3 Vehicle Alert System

• Customers (drivers browsing junk vehicles) may set up vehicle alerts with filters for make, model, location keyword, max price, and title requirement
• Alerts trigger automatic notifications when matching listings are published
• Multiple named alerts can be saved per account

12. Compliance & Legal

• All drivers must comply with federal, state, and local regulations applicable to towing and recovery operations
• Maintain proper business licenses and permits in all jurisdictions operated in
• Register as independent contractor; file required tax forms independently
• Follow FMCSA regulations for applicable commercial vehicles
• Adhere to DOT safety standards for equipment and operations
• Report all accidents and incidents within 24 hours via the platform damage claim system
• Junk vehicle buyers are responsible for all title transfer, lien resolution, and DMV requirements per applicable state law
• Shop service operators must maintain all required business and trade licenses

13. Quality Assurance

13.1 Performance Metrics

• Customer star rating: Maintain 4.0+ average
• Request acceptance rate: 80% or higher
• Cancellation rate: Below 5% of accepted requests
• Response time: Under 2 minutes to accept or decline

13.2 Account Review Process

• Monthly automated performance reviews
• Annual document verification for license, insurance, and registration
• Random quality and compliance audits
• Customer complaint escalation and investigation process
• Accounts falling below performance thresholds are subject to warning, suspension, or removal

13.3 Department & Motor Club Dispatch Portal

ETow provides a dedicated portal for law enforcement agencies, municipal towing authorities, motor clubs, insurance providers, and fleet managers to manage rotation dispatch, review tow company applications, and operate impound facilities.

CAD Gateway Integration

• Supported CAD Vendors: Motorola, CentralSquare, Hexagon, Versaterm, and custom API integrations
• Authentication Methods: API key, OAuth2, JWT, and mutual TLS (mTLS)
• Rotation Assignment: Automatic round-robin dispatch to approved, opt-in drivers
• CJI Minimization: Raw Criminal Justice Information is never stored; only minimum dispatch data (location, vehicle, priority) is retained
• Audit Trail: Every dispatch action logged with IP address, timestamp, actor, and SHA-256 payload hash
• Security: IP allowlisting per adapter, CJIS data handling agreements

10-Step Rotation Application Process

Tow companies apply to join department rotation lists through a structured 10-step digital workflow:

1. Business verification (license, tax ID, DOT/MC numbers, proof of ownership)
2. Insurance documentation (commercial liability, garage keepers, on-hook, workers comp, vehicle)
3. Equipment inspection (scheduled, passed, or failed)
4. Lot inspection (own lot or department lot usage)
5. Background check (pending, in-progress, cleared, or failed)
6. Contract signing (digital signature, stored URL)
7. Training completion (scheduled, completed, or not required)
8. Rotation assignment (position assigned, audit date set)
9. Department review with approval/rejection and notes per step
10. Final approval — driver added to active rotation list

Application data auto-fills from the driver's existing ETow profile (contact info, license number, insurance documents), eliminating duplicate data entry.

Department & Motor Club Onboarding

• New/Returning User Selection: Role selection routes to a choice page before login
• 3-Step Onboarding: Personal info (name, role, badge), organization details (agency name, type), contact verification (phone, email)
• Agency Types: Police, Sheriff, State Patrol, Fire, DOT, Municipal Impound, Motor Club, Insurance, Fleet
• Member Roles: Dispatcher, Officer, Supervisor, Administrator
• Auto-assigned sequential member numbers for quick identification

Department Dashboard Modules

• Live Map: Real-time GPS view of linked drivers, active dispatches, and impound lots
• AI Dispatching: Automated queue processing and rotation assignment
• Member Management: Department member roles, badges, duty status, and location tracking
• Driver Links: Department-initiated link requests with tow companies; driver approval required
• Application Review: Step-by-step review and approval of rotation applications with document access
• Impound Operations: Lot management, inventory tracking, vehicle intake/release, GPS positioning, zone/row/stall organization

13.4 Wholesaler Portal & Manual Invoicing

ETow provides an account-based Wholesaler Portal enabling junk vehicle wholesalers to connect with tow operators and shop owners, receive bills of sale, and manage invoices.

13.4.1 Wholesaler Accounts & Links

• Wholesalers register with business name, contact details, and dealer license number
• Link requests are symmetric — either the wholesaler or a driver/shop may initiate; the other party accepts or declines
• Approved links give the wholesaler a dashboard of connected operators and document history

13.4.2 Bills of Sale & Manual Invoices

• Drivers/shops generate wholesaler bills of sale with vehicle title photos, owner ID photos, and dual signatures — individually or in bulk
• Manual invoices include custom letterhead, line items, tax calculation, payment method, and digital signature
• Documents are emailed to the customer or wholesaler and stored in transaction history

13.4.3 Driver CRM Contacts

• Drivers maintain a CRM of customer contacts (name, company, contact details, address, notes, tags)
• Photo-ID scans may be processed by AI to extract name and address only, pre-filling the contact record
• CRM contacts are private to the owning driver and platform administrators

13.5 Gateway Developer Sandbox

A self-service sandbox lets motor club, department, fleet, and OEM developer teams test normalized CAD vendor payloads before production activation.

• Developers provision a sandbox adapter (category, vendor, agency) and receive an API key scoped to testing
• A request builder with JSON/XML vendor templates submits payloads through the real normalizer and shows the stored normalized fields
• Test dispatches are tagged [SANDBOX], audited, and never assigned to real drivers
• Sandbox adapters and history are visible only to the creating developer and platform administrators

14. Contact Information