Performance-related SLA

Introduction

The purpose of this Performance-related Service Level Agreement ("SLA") is to clearly define the scope, expectations, and responsibilities between [Company Name] and [Name] in the provision of Human Resources services. This agreement serves as a formal commitment, aiming to establish a consistent and mutual understanding of service quality, performance metrics, and client satisfaction. By explicitly stating the levels of responsiveness, efficiency, and professionalism expected, this SLA seeks to create a transparent and measurable framework for both parties. It acts as a cornerstone for fostering a strong, collaborative relationship, enabling [Company Name] to deliver exceptional service while aligning with [Name]'s business objectives and operational needs.

Objectives

This SLA aims to establish unequivocal performance metrics that are congruent with the goals and expectations of both [Company Name] and [Name]. It delineates the detailed procedures for reporting, reviewing, and resolving any performance-related issues that may arise during the contract period. This ensures a system of accountability and continuous improvement, thereby facilitating a productive and harmonious working relationship. By clearly specifying the key performance indicators (KPIs), measurement methodologies, and response timelines, this agreement serves as an essential governance tool. It not only enables both parties to accurately gauge service quality but also provides a structured approach to address performance shortfalls, should they occur. This strategic alignment optimizes resource utilization, enhances service quality, and ultimately fosters an environment of trust and collaboration, ensuring a sustainable and beneficial partnership for both parties involved.

Scope

The scope of this Performance-related Service Level Agreement ("SLA") encompasses a comprehensive range of Human Resources services that [Company Name] agrees to provide to [Name]. Specifically, this agreement covers Recruitment services, from candidate sourcing to onboarding; Payroll Management, ensuring timely and accurate salary disbursements as well as compliance with tax and other statutory requirements; and Employee Training, which includes the planning, execution, and evaluation of training programs aimed at skill development and performance enhancement. By outlining the expectations and deliverables for each of these service categories, this SLA establishes the foundation for a transparent and effective working relationship between both parties.

This SLA covers the following HR services:

• Recruitment

• Payroll Management

• Employee Training

Performance Metrics

Metric	Description	Target
Response Time	Time to respond to client's inquiries	Within 24 hours
Payroll Accuracy	Error-free payroll processing	99% accuracy
Time-to-Hire	Duration from job posting to onboarding	30 days

Reporting and Review

The Reporting and Review section of this SLA mandates a robust feedback mechanism to continually assess and improve service quality. Monthly performance reports, detailing various key performance indicators (KPIs) and service metrics, will be sent to the designated email address, [Personal Email], for review and record-keeping. Additionally, quarterly reviews will be conducted to discuss the contents of these monthly reports in depth, evaluate the overall performance, and make any necessary adjustments to this SLA. These quarterly reviews offer an opportunity for both [Company Name] and [Name] to fine-tune the agreement, discuss any challenges, and recalibrate expectations in light of actual performance data.

Non-Performance Penalties

In the event that [Company Name] fails to meet any of the predetermined performance metrics outlined in this SLA, a Non-Performance Penalty will be triggered. Specifically, there will be a 10% reduction in the service fee associated with that particular metric for the duration of the period in which the non-compliance occurred. This reduction serves as a financial safeguard for [Name], incentivizing [Company Name] to maintain a high level of service and promptly address any performance-related shortcomings. The penalty is calculated based on the monthly invoice and will be reflected in the subsequent billing cycle. Both parties will review the incidence of non-compliance in the subsequent quarterly review meeting to assess the root cause and implement corrective measures as needed.

Amendments

Any modifications to the terms, conditions, or metrics outlined in this Service Level Agreement will be formally communicated to all concerned parties through [Company Email]. Such amendments may arise from mutual agreement, quarterly reviews, or changes in business requirements. It is essential that both parties acknowledge receipt of any amendment notifications to ensure continued alignment and understanding of the service expectations. Changes will only take effect after written consent from both parties, confirming their agreement to the updated terms.

Dispute Resolution

In the event of a disagreement or issue related to this Service Level Agreement, the designated point of contact for resolving such disputes will be via [Company Email] or [Company Phone Number]. Parties are encouraged to initially resolve any conflict through open communication and negotiation. If a resolution is not achieved through these informal means, a formal dispute resolution process may be initiated. This could involve escalation to higher-level management or third-party mediation, as mutually agreed upon. The objective is to address and resolve disputes promptly to ensure that the quality and timeliness of service delivery are not compromised.

Termination

In the interest of maintaining a transparent and mutually beneficial relationship, either party retains the right to terminate this Service Level Agreement by providing 30 days' written notice to the other party. This notice period allows for the orderly transition of responsibilities and the closing of any outstanding issues. The notice must be in writing and delivered via a method that provides confirmation of receipt to ensure clarity and prevent misunderstandings. Failure to adhere to the notice period could result in penalties as outlined in other sections of this agreement.

Signatures:

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[Name] (Client) [Company Name] (Provider)

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Date: [Date]

For more information, please contact [Company Email] or visit [Company Website].

Address: [Company Address]

Phone: [Company Phone Number]

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This document is subject to the laws and regulations of the jurisdiction in which [Company Name] operates.

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