Administration Financial SLA
Administration Financial
Service Level Agreement (SLA)
This Service Level Agreement (SLA) is made and entered into by and between [Your Company Name], herein referred to as "the Service Provider," and [Client Company], herein referred to as "the Client," effective as of [Effective Date].
WHEREAS, the purpose of this SLA is to formally define the financial services to be provided by the Service Provider to the Client, the standards of service, and the metrics by which these services will be measured and evaluated.
WHEREAS, the Service Provider commits to delivering high-quality financial services, including but not limited to accounting, payroll processing, budgeting, financial reporting, and procurement services, in accordance with the terms and conditions set forth in this Agreement. These services are critical to the Client's operational efficiency and financial health, and as such, the Service Provider pledges to maintain the highest standards of accuracy, timeliness, and professionalism.
WHEREAS, both parties recognize the importance of clear communication, mutual respect, and cooperation in achieving and maintaining the service levels specified in this Agreement. This SLA outlines the specific responsibilities of the Service Provider and the Client, the performance metrics and quality standards for financial services, and the procedures for addressing any service-related issues that may arise.
AND WHEREAS, it is the intention of both the Service Provider and the Client that this Agreement will serve as a dynamic document, subject to review and adjustment in response to changes in the Client's business needs, market conditions, or regulatory requirements. Through this SLA, both parties commit to working together to support the Client's financial management practices and overall business objectives.
NOW, THEREFORE, by executing this SLA, the Service Provider and the Client signify their agreement to these terms and their commitment to uphold the standards of service and collaboration set forth herein.
I. Service Description
A. Accounting Services: The Service Provider shall offer comprehensive accounting services including, but not limited to, general ledger maintenance, account reconciliation, and financial statement preparation. These services are to be performed on a monthly basis, ensuring that the Client's financial records are accurate, up-to-date, and compliant with applicable accounting standards and regulations.
B. Payroll Processing: Payroll services will be provided bi-weekly, encompassing the calculation of employee wages, withholdings, and deductions. The Service Provider guarantees the issuance of employee paychecks and the execution of direct deposits no later than two business days following the end of the payroll period.
C. Budgeting and Financial Planning: The Service Provider will assist the Client in the creation and revision of annual budgets, as well as in long-term financial planning. This includes quarterly budget reviews and adjustments to ensure alignment with the Client's strategic goals and market conditions.
D. Financial Reporting: Financial reports will be prepared and delivered to the Client on a monthly basis, within five business days of the month's end. These reports will include, but are not limited to, balance sheets, income statements, and cash flow statements.
E. Procurement Services: The Service Provider will manage the procurement process on behalf of the Client, ensuring that goods and services are acquired in a cost-effective and efficient manner. This includes soliciting bids, negotiating contracts, and processing purchase orders within three business days of receipt.
II. Service Standards
A. Accuracy: The Service Provider commits to maintaining a 98% accuracy rate in all financial transactions and reports. This includes the accuracy of calculations, postings, and financial statement presentations.
B. Timeliness: All services outlined in Section I will be performed within the specified timeframes. Failure to meet these deadlines will result in the implementation of corrective actions and, if necessary, compensation to the Client as detailed in Section VII.
C. Confidentiality: The Service Provider shall ensure the confidentiality and security of all the Client's financial information, adhering to the highest standards of data protection. Any breach of confidentiality will be addressed immediately, with the Service Provider taking full responsibility for mitigating any potential harm to the Client.
D. Compliance: The Service Provider guarantees that all financial services and reports will comply with applicable laws, regulations, and standards. This includes, but is not limited to, GAAP (Generally Accepted Accounting Principles) and federal and state tax laws.
E. Communication: The Service Provider shall provide the Client with a dedicated point of contact for all financial services. This contact will be available during regular business hours (9 AM to 5 PM, Monday to Friday) to address any questions, concerns, or requests from the Client. Urgent inquiries will be responded to within one business day.
F. Problem Resolution: In the event of a service issue or discrepancy, the Service Provider commits to initiating an investigation within one business day of the issue being reported and to providing a resolution within five business days.
III. Roles and Responsibilities
A. Service Provider Responsibilities: The Service Provider is responsible for delivering all financial services outlined in Section I according to the standards specified in Section II. This includes employing qualified personnel, maintaining necessary certifications, and ensuring the security and confidentiality of the Client's financial information. The Service Provider must also provide timely communication and reports to the Client, as detailed in the agreement.
B. Client Responsibilities: The Client is responsible for providing all necessary documentation and information required for the Service Provider to perform the services efficiently. This includes, but is not limited to, accurate employee data for payroll processing, relevant financial records for accounting services, and timely responses to any requests for information or clarification. The Client must also ensure timely payment of all invoices issued by the Service Provider, within 30 days of receipt.
IV. Service Management
A. Service Tracking and Reporting: The Service Provider shall implement a system for tracking the progress and quality of services provided, including the use of performance metrics as defined in Section II. A comprehensive service report will be provided to the Client on a quarterly basis, summarizing the services performed, adherence to the specified timelines and accuracy standards, and any issues encountered and resolved.
B. Review and Adjustment: The Service Provider and the Client will conduct a semi-annual review of the SLA to assess the effectiveness of the services and to identify areas for improvement. Based on this review, adjustments may be made to the services, service standards, or other aspects of the agreement to better meet the Client's needs and to ensure continued compliance with industry standards and regulations.
C. Escalation Procedures: In the event of a dispute or dissatisfaction with the service provided, the Client is to follow the escalation procedure outlined by the Service Provider. This involves initially contacting the designated point of contact to resolve the issue. If the issue is not resolved to the Client's satisfaction within five business days, it may be escalated to a senior manager within the Service Provider's organization. The senior manager will then have an additional five business days to address and resolve the issue.
D. Amendments: Any amendments to this SLA must be made in writing and signed by authorized representatives of both the Service Provider and the Client. Amendments may include changes to services, service levels, roles and responsibilities, or any other aspect of the agreement as mutually agreed upon by both parties.
E. Termination: Either party may terminate this SLA with thirty days' written notice if the other party fails to meet its obligations as outlined in this agreement. In the event of termination, the Service Provider will provide the Client with all necessary financial records and documentation up to the date of termination. The Client will be responsible for paying for all services rendered up to the date of termination, as well as any termination fees specified in the agreement.
V. Problem Management and Escalation Procedures
A. Issue Reporting: The Client shall report any issues related to the financial services provided by the Service Provider as soon as they are identified. Reports should be made directly to the designated contact person provided by the Service Provider, detailing the nature of the issue, affected services, and any relevant documentation or evidence.
B. Initial Response: The Service Provider commits to acknowledging receipt of the issue report within 24 hours and will provide an initial assessment and proposed steps for resolution.
C. Resolution Timeline: The Service Provider will endeavor to resolve all reported issues within five business days of the issue report. If the issue is complex and requires more time, the Service Provider will inform the Client of the expected resolution timeline.
D. Escalation: If the issue is not resolved to the Client's satisfaction within the specified timeline, or if the Client is not satisfied with the proposed resolution, the issue may be escalated to a higher authority within the Service Provider's organization. The escalation path is as follows: 1) Designated Contact Person, 2) Department Manager, 3) Senior Management.
E. Final Resolution: Once an issue has been escalated, the Service Provider's senior management will review the situation and propose a final resolution within ten business days.
VI. Confidentiality and Security
A. Data Protection: The Service Provider will implement and maintain robust data protection measures to ensure the confidentiality, integrity, and availability of the Client's financial information. This includes employing encryption for data in transit and at rest, conducting regular security assessments, and adhering to industry best practices for data protection.
B. Confidentiality Agreement: All employees and contractors of the Service Provider with access to the Client's financial information are required to sign a confidentiality agreement that prohibits the unauthorized disclosure of the Client's information.
C. Breach Notification: In the event of a data breach or security incident involving the Client's financial information, the Service Provider will notify the Client within 48 hours of discovering the breach. The notification will include details of the breach, the type of information affected, and the steps being taken to address the breach and prevent future occurrences.
D. Compliance: The Service Provider will comply with all applicable laws and regulations regarding the protection of financial information and privacy. This includes compliance with the General Data Protection Regulation (GDPR) for clients within the European Union and any other relevant data protection laws.
E. Access Controls: Access to the Client's financial information will be restricted to authorized personnel only, based on their role and the necessity of access for the performance of their duties. The Service Provider will maintain a log of all access to the Client's financial information and will review access controls on a regular basis to ensure they remain appropriate.
VII. Fees and Compensation
A. Service Fees: The Client agrees to pay the Service Provider a monthly fee of $10,000 for the comprehensive financial services outlined in Section I. This fee will be invoiced on the first business day of each month and is payable within 30 days of the invoice date.
B. Late Payment Penalties: Payments received after the due date will incur a late fee of 2% of the overdue amount per month until the payment is received in full.
C. Additional Services: Any services requested by the Client that fall outside the scope of this SLA will be subject to additional fees. These fees will be agreed upon in writing before the commencement of the additional services.
VIII. Duration
A. Effective Date: This SLA will take effect on [Start Date] and will remain in effect for a period of 12 months.
B. Renewal: This SLA will automatically renew for subsequent 12-month periods unless either party provides written notice of its intention not to renew at least 30 days before the end of the current term.
IX. Termination
A. Early Termination: Either party may terminate this SLA with 60 days' written notice if the other party fails to meet its obligations as outlined in this agreement.
B. Termination for Cause: In the event of a material breach, the non-breaching party may terminate this SLA immediately upon written notice to the breaching party.
C. Obligations upon Termination: Upon termination, the Service Provider will deliver all financial records and documents pertaining to the Client's account. The Client will be responsible for paying all outstanding fees for services rendered up to the date of termination.
X. Dispute Resolution
A. Negotiation: In the event of a dispute, the parties agree to first attempt to resolve the dispute through direct negotiation.
B. Mediation: If negotiation fails to resolve the dispute within 30 days, the parties agree to attempt to mediate the dispute with the assistance of a mutually agreed-upon mediator.
C. Arbitration: If mediation is unsuccessful, the dispute shall be resolved by binding arbitration conducted in accordance with the rules of the American Arbitration Association.
D. Legal Fees: The prevailing party in any arbitration or legal proceeding related to this SLA shall be entitled to recover its reasonable attorneys' fees and costs.
Signatures
By signing below, both parties agree to the terms and conditions outlined in this Service Level Agreement.
Service Provider
[Signature]
[Your Name]
[Title]
[Date]
Client
[Signature]
[Name]
[Title]
[Date]
