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PAYROLL SERVICES
1. Scope of Service
This Service Schedule includes details of the Bureau Payroll Service being provided by Symatrix to [CLIENT] (the parties), the schedule is
to be read in conjunction with the Master Service Agreement between Symatrix and [CLIENT] that includes details on charges cpacity and
assumptions. Annex A to this Schedule includes the associated Service Level Agreement that details the targets and KPIs that relate to the
provision of this service.
The Payroll service includes:
Payroll processing
BACS transmission
Payslip printing
End of Year processing
Ongoing Support via the Managed Service Centre
Either party may request a change to this Service Schedule but agreement to these changes must be obtained in form both parties in writing.
2. Roles and responsibilities
Contracts Manager ~ Mr J Brownhill.
Symatrix Service Delivery Manager: Main responsibilities include the monitoring of KPIs and Service Levels, Customer Liaison, the first
point of call for escalation and attending client Service Review Meetings.
Client Sponsor: Should have the authority for decision making on any issues arising from the services detailed in this schedule. Is the main
contact for escalation on deadlines and point of contact for the Payroll Emergency Committee.
Symatrix Incident Manager: The individual who, on a particular day, is responsible for management of all incidents, to ensure progress in a
timely manner, conducive to good customer service.
Symatrix Change Manager: The individual who, on a particular day, is responsible for management of all changes, to ensure progress in a
timely manner, conducive to good customer service.
Symatrix Resolver: An Oracle HRMS applications functional, applications technical, or applications DBA specialist, whose responsibility is
the investigation and identification of the means to resolve incidents relating to their respective area of expertise.
Client Superusers: The individuals within the client organisation who possess broader technical knowledge than the end user base, and who
are entrusted with broader systems responsibilities such as system administration, new user setup, and administration of some functionality.
Client end user: The individuals within the client organisation who use the applications being supported to perform their daily operations.
Third party
Data entry
The data entry phase allows for the client to make all data changes relating to any processing which needs to take place in the
forthcoming payroll run.
Client responsibilities:
The initial payroll run phase is the initial payroll run, commonly known as the ‘trial run’.
Symatrix responsibilities:
Checking
The checking phase allows the client to confirm that all the data changes made during the period have had their expected result.
Client responsibilities:
Retry
The retry phase re-processes any employees whose data has been changed as part of the Checking phase.
Symatrix responsibilities:
Client responsibilities:
1. Provide confirmation to Symatrix to proceed with Post payroll processing phase via an update to the Symatrix
customer web interface at https://support.symatrix.com
The post payroll processing phase creates the costing, BACS, and payslips files, and reconciles these.
Symatrix responsibilities:
The reporting phase allows the client to run and disseminate the reports that provide the information required by the various
departments within the organisation
Client responsibilities:
The third party processing phase is the final stage in the payroll cycle and involves a number of third parties, making payments,
printing payslips, and running the final period processes.
Symatrix responsibilities:
1. Process BACS
2. Produce payslips
3. Run Oracle online payslips process
4. Run Oracle P45 process & report
5. Run Oracle EDI processes
6. Run Oracle EDI exceptions reports
7. Run Oracle EOY reconciliation report
Close
This phase represents the final closure of the payroll for the period and confirmation is sought to formally close the particular run.
My suggestion would be to have a formal client closure for the payroll run as part of the client responsiblities.
Payslip printing
The default offering for the Symatrix SymPay process is the online payslips option available through the Oracle Employee Self Service.
For clients that wish to have hardcopy payslips produced then this facility is available and the details of which are shown below.
Element Detail
Printing Printing and distribution will be provided with the following
equipment:
IBM Mainframe
OCE Page stream 158DC Printers
Paragon Sealing Machines
Frequency Monthly
HMRC interaction
The following HMRC files will be processed on the behalf of the client:
The Symatrix Managed Service Centre will provide applications support for payroll support between the core hours of 9am and 5pm.
Applications support can be provided to end users, super users, or the [CLIENT] technical team, for the full spectrum of applications
issues, from best practice usage, through to specific technical issues. Core business hours are from 09:00 – 17:00 Monday- Friday
(Excluding bank holidays). Time is expressed in the format "hours: minutes" using 24-hour notation. The time zone is assumed to be GMT.
Times expressed as a number of "business days" include business days, Monday through Friday, excluding designated holidays.
There are three mechanisms to communicate with the Symatrix Managed Service Centre they are:
3. Email: helpdesk@symatrix.com
Symatrix and [CLIENT] will agree on a list of authorised users of who can access the Symatrix Managed Service Centre
Targeted responses are shown below:
Incident Management
The incident logging process follows ITIL best practise and is defined below:
1. Client logs the incident via one of the 3 methods detailed above, stating a high, medium, or low priority.
2. Client receives an email back from Symatrix with an associated incident number
3. Symatrix investigate the incident and provide a solution or workaround
4. Symatrix will inform [CLIENT] of incident progress on a regular basis dependant on the priority.
5. If this incident requires a change then the Symatrix Change Management Mechanism (see below) would
be invoked.
6. Once the incident is resolved to [CLIENT] satisfaction the incident will be closed.
7. The resulting actions and outcome of the incident will be included and analysed as part of the service
review process (see ****).
Change Management
There are two types of change than can occur, one is [CLIENT] driven and the other originates from incident management. Both processes
shown below adopt ITIL best practise.
[CLIENT] request ~ Change Management Process is defined below:
• Client logs the change request call via one of the same 3 methods as detailed in the Symatrix Incident
Management process, stating a high, medium, or low priority change request.
• [CLIENT] receives via email a change assessment detailing the proposed solution to deliver the change and
the number of hours/ days that the change request will take to implement
• Client confirms, via email, whether they would like this Change Request to go ahead
• Symatrix confirm availability for Change Request to be delivered and then confirms proposed timescale for
change request
• Change request delivered with normal software lifecycle approach:
o Development and test (Symatrix)
o Initial Unit test [CLIENT]
o Further development if required (Symatrix)
o Regression test and approval [CLIENT]
o Development in Pre-production environment (Symatrix)
o Release strategy discussion (Symatrix/[CLIENT]
o Release into a Production environment (Symatrix)
• Once the change is resolved to [CLIENT] satisfaction it will be closed.
• The resulting actions and outcome of the change will be included and analysed as part of the service review
process.
Incident Resolution (an incident requires a change to resolve) ~ Change Management Process is
defined below:
Problem Management
The Problem review activity spans across both Reactive and Proactive problem management.
It is the latter activity, which in effect feeds into the “initiating preventative action” activity. This will start
the Root cause analysis management process and in doing so will be managed through problem and error
control. The output of the problem report review will not only feed into the Knowledge Database for future
application of the resolution should this be required.
ANNEX 1
Schedule 1
Introduction
This Service Level Agreement (“SLA”) sets out the scope of the Services to be provided by Symatrix for [CLIENT]
under the Master Service Agreement [CROSS REFERENCE].
Should [CLIENT]ever have any issue with any aspect of the Service Centre which requires immediate attention or
escalation then the contacts are:
Adrian Coombes
Service Delivery Manager
Mobile: 07909 981321
Email: Adrian.coombes@symatrix.com
The second point of escalation is to the Head of Managed Services:
Simon Barrow
Head of Managed Services
Symatrix Ltd
Tel: 07833 933054
Email: simon.barrow@symatrix.com
Ref Service Level Agreement Client Responsibilities Symatrix Responsibilities Volume Performance
Changes to the Service Level Agreement (“SLA”) in Any agreed change will result in a revised SLA incorporating the
respect of existing or the inclusion of new services changes being issued.
Service Level Agreement Changes
SLM1 may be requested by either party at any time and will
be subject to agreement by both parties.
Ensure that the attendees of the Service Review A Service performance report shall be produced that includes Quarterly Report circulated 10
Meeting (SRM) have had the opportunity to analyse performance data in relation to the Symatrix Service during the working days before
SLM2 Service Reporting – Quarterly
the performance statistics prior to the Service Review preceding quarter. the SRM.
Meetings.
Senior representatives shall attend a review of the Symatrix Service Delivery Manager shall attend a review of the Quarterly
Support Services with Symatrix. Support Services and produce minutes.
SLM3 Service Reviews
Present forthcoming changes to their business and Publish an agreed agenda prior to the meeting and arrange a
strategic plans. suitable venue.
Raise an authorised request for an extension to a Provide estimate of costs and use reasonable endeavours to [CLIENT}to agree
Support Service with Managed Service Centre, provide additional hours of service availability, additional support charges prior to
giving at least 5 days notice. Clearly state the or call-out as appropriate to meet the needs of the request. extension being
SLM4 Service Extensions requirement and priority.. Use all reasonable attempts to provide enhanced Support Services applied.
Give 2 days notice for the cancellation of a in emergencies where less than 5 days notice is given.
requirement, meeting any unavoidable 3rd party and
any reasonable additional Symatrix costs.
Service Level Management
[CLIENT] will log all incidents through one of the All incidents must be acknowledged within the agreed response All incidents will have
agreed channels to the Symatrix Managed Service targets. an allocated reference
Logging new incidents Centre (as defiend in section xx) and will provide During the initial telephone contact with the allocation of the number.
IM1
sufficient data to enable Symatrix the opportunity to unique incident reference number to the customer
investigate and progress the incident
[CLIENT] will ensure that all actions necessary to Manage all incidents through to completion, liaising with all third Response Times
progress the incident will be taken in a timely parties as appropriate. Priorities
manner. Provide regular updates on progress and plans and will ensure that
High within 2 hours
response times are adhered too.
99.5%
Adhere to the Symatrix Incident Management process (based on
principles of ITIL Best Practise) Medium within 4 hours
IM2 Managing Incidents 95%
95%
Confirm closure of all incidents Prompt [CLIENT] for agreed closure of all incidents Prompt for closure
Log changes through one of the agreed channels to Symatrix will adhere to the Change Management System and All changes will have an
the Symatrix Managed Service Centre and provide ensure that all changes are actioned in accordance with [CLIENT] allocated reference
sufficient information to Symatrix that will enable requirements. Symatrix will also keep [CLIENT] briefed on number.
assessment of the change. progress of changes.
Logging Client Requested Changes Need to add
CM1 Provide sufficient detail to give Symatrix the
performance target for
opportunity to investigate and progress the change
turn around of change
request.
assessments
Must review and approve all changes in a timely Symatrix to log the Change Request. Symatrix will adhere to the
Incident Resolution ~ Approve manner and communicate their actions though one of Change Management System and ensure that all changes are
CM2
Implementation of Changes the approved channels actioned in accordance with [CLIENT] requirements. Symatrix
will also keep [CLIENT] briefed on progress of changes.
Symatrix will manage all change requests requiring third party All changes to managed
involvement through the Symatrix Change Management process. in accordance with
CM3 Third Party Involvement
Symatrix will also keep [CLIENT] briefed on progress of Symatrix processes
changes.
What happens if the changes are not referenced of managed?
Ref Service Desk Availability Client Responsibilities Symatrix Responsibilities Volume Performance
Ensure that all contact is via this facility Maintain all accepted channels of communication 09.00 – 17.00
Times expressed as a
number of "business
Hours of Availability
MSC11 days" include business
days, Monday through
Friday, excluding
designated holidays.
Payroll Applications
Immediately report any loss of service Provide Applications availability to [CLIENT] INFO sought
Hours of Availability
PA1 Record all instances of downtime
Run pre payroll audit report within agreed timescales None 100%
Payroll Audit
DE2
Rectify any data issues highlighted in the Audit To respond in a timely manner providing assistance to [CLIENT] 100%
Corrective Action following Audit
DE3 Report within agreed timescales in resolving issue.
Ref Initial Payroll Run Client Responsibilities Symatrix Responsibilities Volume Performance
None Run P45, Retro Notifications Report, Retropay and the Payroll 1 100%
Commence Payroll (Trial) Run
IPR1 Process.
None Provide notification to [CLIENT] via the (CWI) within the agreed 100%
IPR2 Instigate Checking Phase
timescales that the Checking phase can commence
Payroll Processing
Produce reports and check the Oracle application to To respond in a timely manner providing assistance to [CLIENT] 100%
Analyse Payroll Run Results ensure that the Initial Run produced the expected in resolving issue.
C1
results. Within the agreed timescales
Provide notification to Symatrix via the Customer To respond in a timely manner to [CLIENT] to imitate re- 100%
web Interface within the agreed timescales that processing when requested.
C3 Instigate Retry Phase
checking has completed and to commence re-try
processing.
None Process the Retry for employees that were flagged as part of the 2 100%
Run Reprocessing Process (Retry)
RE1 checking phase
None Provide notification to [CLIENT] via the (CWI) within the agreed 100%
RE2 Instigate Post Payroll Approval
timescales that the Post Payroll Approval phase can commence
Payroll Processing
Ref Post Payroll Approval Client Responsibilities Symatrix Responsibilities Volume Performance
Ref Post Payroll Processing Client Responsibilities Symatrix Responsibilities Volume Performance
None Run Oracle Prepayments Process, Oracle Costing Process, Oracle 100%
BACS Process, Oracle Payslips Process, Final comparison report,
Compare costing, BACS, and Payslip amounts and balance,
Run Post Payroll Processing
PP1 Provide confirmation to client to proceed with Checking phase via
an update to the Symatrix customer web interface at
https://support.symatrix.com
Confirm Post Payroll Processing None Provide notification to [CLIENT] via the (CWI) within the agreed
PP2 Checking and Reconciliation can timescales that checking and reconciliation and reporting can
Commence commence
Payroll Processing
Ref Third Party Processing Client Responsibilities Symatrix Responsibilities Volume Performance
None Process BACS, produce payslips, run Oracle online payslips 100%
Make Payments, Print Payslips and process, Oracle P45 process & report, Oracle EDI processes,
TPP1 Run Final Period Processes Oracle EDI exceptions reports and Oracle EOY reconciliation
report
Agreement by Signatories
This agreement remains valid until superseded by a revised agreement mutually endorsed by the signatories below. The agreement will be reviewed
annually but can be changed at any time as agreed upon by both the signatories.
Signatories
Name:
Position: Symatrix
Date:
Name:
Position: Client
Date: