Payroll Service Level Agreement

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HR Shared Services HR/Payroll Shared Services Service Level Agreement October 2016 SERVICE LEVEL AGREEMENT Contents GENERAL INFORMATION .......................................................................................................................... This SLA will:  outline services to be offered and working assumptions between Shared Services and its customers  quantify and measure service level expectations  outline the potential methods used to measure the quality of service provided  define mutual requirements and expectations for critical processes and overall performance  strengthen communication between Shared Service providers and its customers  provide a vehicle for resolving conflicts.. Process ISRs and Paper Forms Service Expectation Service Metric (how will this be measured) Processing deadlines and pay dates are posted on HR/PR SS website at http:// ssc.jhmi.edu/hrpayroll/deadlines.html Prior to each payroll run, management runs a report to ensure all ISRs that were received by the posted deadlines are processed in time for the appropriate payroll.. These metrics are posted at: http://ssc.jhmi.edu/hrpayroll/news.html Processing garnishments New and changed court orders will be processed by the dates listed in the processing deadlines posted on HR/PR SS website at: http://ssc.jhmi.edu/hrpayroll/deadlines.html Off Cycle payment requests Backlog of unprocessed court orders are monitored by management.. Issue Resolution  If either HR/Payroll Shared Services or its customer identifies a substantive breach of responsibility, or other problem that requires resolution prior to the next periodic review, both the Service Center management and customer will engage in a joint effort of understanding and rectification of the issue..  

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