SYMATRIX LTD

SERVICE SCHEDULE AND SLA

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.

3. Payroll Bureau Service

This section describes the responsibilities of both [CLIENT] and Symatrix in delivering the Bureau Service. The service description is based
on tailored SymPay Process as shown below.
Operational process map

SymPay payroll process

Initial Payroll run Retry Post payroll process

Processing time : 3 hours Processing time : max

• P45 process Processing time : 30 minutes • Prepayments

• Retro notificationsreport
• Retropay process
• Payroll process
• Costing
• Retry payroll process (with • BACS
max number of retries ) • Payslips
• Final comparison rep
• Confirmreconciliation

Data entry Checking Post payroll approval

Third party

• Post payroll audit report

• Business cutoff • Gross to Net reports
• Run audit report & review • Reviewpayroll and make data • Approve payroll process
• Confirmation to run changes
• Markchangesfor retry

Phase Pre -payroll Checking Post payro

Pre -payroll Checking

Cutoff milestone
cutoff cutoff
SymPay Operational process description

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:

1. Complete data entry for the processing period

2. Run pre payroll audit report
3. Correct any data issues highlighted in step 2
4. Provide confirmation to Symatrix to proceed with Initial payroll run phase via an update to the Symatrix customer
web interface at https://support.symatrix.com

Symatrix responsibilities: None

Initial payroll run

The initial payroll run phase is the initial payroll run, commonly known as the ‘trial run’.

Client responsibilities: None

Symatrix responsibilities:

1. Run Oracle P45 process

2. Run Oracle Retro notifications report
3. Run Oracle Retropay process
 4. Run Oracle Payroll process
5. Provide confirmation to client to proceed with Checking phase via an update to the Symatrix customer web interface
at https://support.symatrix.com

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:

1. Run Oracle Post payroll audit report

2. Run Oracle Gross to Net reports
3. Review completed payroll process and make any required data changes to correct payments
4. Mark relevant employees for retry
5. Provide confirmation to Symatrix to proceed with Retry phase via an update to the Symatrix customer web interface
at https://support.symatrix.com

Symatrix responsibilities: None

Retry

The retry phase re-processes any employees whose data has been changed as part of the Checking phase.

Client responsibilities: None

Symatrix responsibilities:

1. Run Oracle Retry process

 2. Provide confirmation to client to proceed with Checking phase via an update to the Symatrix customer web interface
at https://support.symatrix.com

Post payroll approval

The post payroll approval phase is the final approval for Symatrix to proceed with the payments phase of the payroll run.

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

Symatrix responsibilities: None

Post payroll processing

The post payroll processing phase creates the costing, BACS, and payslips files, and reconciles these.

Client responsibilities: None

Symatrix responsibilities:

1. Run Oracle Prepayments Process

2. Run Oracle Costing Process
3. Run Oracle BACS Process
4. Run Oracle Payslips Process
5. Run Final comparison report
6. Compare costing, BACS, and Payslip amounts and balance
7. Provide confirmation to client to proceed with Checking phase via an update to the Symatrix customer web interface
at https://support.symatrix.com
Reporting

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:

1. Run Oracle Gross to Net Reports

2. Run Oracle Financial summary report
3. Run Oracle Trial Balance report
4. Run Oracle Tax payment listings report
5. Run Oracle GL report

Symatrix responsibilities: None

Third party processing

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.

Client responsibilities: None

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.

Client responsibilities: Notify Symatrix of closure.

Symatrix responsibilities: None

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

Anticipated Will be detailed in the Master Service Agreement (Charging and

Volumes Volumes Section.

Distribution Payslips can be despatched in accordance with client

 requirements
Payslip/ P60 Standard (blue wash) pressure sealed payslips to facilitate P60
format printing to Inland Revenue approved design
P45 format P45’s will be printed on EDI P45 continuous stationery supplied by
HMRC and individually enveloped
File Payslip files will be held for three days following payslip production
Retention

Third party interaction

The following payments will be made on behalf of the client:

Payee Date of payment Processing deadline

HMRC
BACS Net
BUPA Dental
Pension provider

HMRC interaction

The following HMRC files will be processed on the behalf of the client:

File Regularity Processing deadline

P60 Annually
P14 Annually
P9 Annually
P45 (part 1 and 3) Monthly
P46 Monthly
P6 incoming Dependent on regularity
received from HMRC-
maximum daily
4. Payroll contingency
A payroll calendar will define the cut off points for payroll processing. In the circumstance where Symatrix have not received confirmation
to proceed with the next stage, the relevant contingency process will be invoked.
During the course of the payroll processing lifecycle, the Symatrix Service Delivery Manager and the Client Sponsor will be responsible for
enforcing the payroll processing milestones. At each decision point (detailed below), should the relevant activity not yet be complete, the
Service Delivery Manager will liaise with the Client Sponsor prior to any invocation of the Payroll Emergency Committee (PEC) that a
deadline is about to be breached. The PEC will then take the decision to invoke the relevant contingency activity. Given the importance of
this Committee, it is essential that all members nominate an authorised individual to perform their responsibilities in the event of their
absence.
The PEC committee will be informed by telephone and email Should Symatrix not be able to get hold of the primary and secondary client
contacts, the default position will be to delay progression until the Client is in as position to instruct Symatrix as to their requirements.

Payroll phase Contingency activity

Pre-payroll Activity: Proceed with Payroll Run
Authority to invoke: Payroll Emergency Committee
Decision point: 5 minutes prior to breach
Checking Activity: Proceed with third party reporting
Authority to invoke: Payroll Emergency Committee
Decision point: 15 minutes prior to breach
Reporting Activity: Use last period’s BACS file, or delay
payment
Authority to invoke: Payroll Emergency Committee
Decision point: 30 minutes prior to breach,
reconvene at point of breach
Shouldn’t this contingency be invoked at the
post payroll approval stage i.e. for whatever
reason payments cannot be made so you
 revert to last months BACS to pay employees?

The payroll emergency committee should consist of the following representatives:

Activity Primary contact Secondary contact

Client Sponsor
Client Payroll Manager
Client Head of Reward
Symatrix incident manager
Symatrix Service Delivery
manager
The Symatrix Managed Service Centre

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:

1. Telephone on the following number: 0844 800 4033

2. Client Web Internface Support portal: https://support.symatrix.com/supportdesk6/

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:

Priority Description Initial Response

Timescale
High A service failure completely halting customers 2 Business Hours
work or the service severely impaired at a
critical time with no immediate work around.

Medium An intermittent service failure disrupting work 4 Business Hours

or likely to affect the schedule.

Low An interruption to service unlikely to affect 8 Business Hours

service schedule/ requests for information
about the operational service.
 [CLIENT] will have full access to the Symatrix dedicated team of support consultants during business hours to:
manage all incidents, change requests and problems.
Symatrix will provide problem ownership: investigation, resolution and fix implementation, this includes a
proactive approach to Problem Management using the ITIL process to measure business impact. Included in
this service will be a report that shows a breakdown of all support calls, to help identify any training
requirements in the user base.

Log and follow up of Oracle Technical Assistance Requests (TARS).

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:

• Incident data is used to record the required change detail

 • [CLIENT] receives via email a change assessment detailing the proposed solution [CLIENT] confirms
authorisation (or otherwise) for the Change to go progress
• Symatrix confirm availability for Change to be delivered and then confirms proposed timescale for change
• 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.

Problem Management
The Problem review activity spans across both Reactive and Proactive problem management.

It mainly focuses on lessons learned and will question the following:

How a problem was resolved

Would it be approached and resolved in the same way?
What needs to happen to prevent this problem from happening again.

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

Service Level Agreement

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].

The tables within the SLA set out:

• The extent of the service element;
• Symatrix and Client responsibilities;
• The volumes of individual service elements that are to be provided;
• The targeted performance level for the delivery of the managed Service Centre Support Arrangement.

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

The third point of escalation is to Board level:

Paul Gillott
Managing Director
Symatrix Ltd
Tel: 07780 671675
Email: paul.gillott@symatrix.com
Service Level Management

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
Support Service with Managed Service Centre,
giving at least 5 days notice. Clearly state the
SLM4 Service Extensions requirement and priority..
Give 2 days notice for the cancellation of a
requirement, meeting any unavoidable 3rd party and
any reasonable additional Symatrix costs.
Provide estimate of costs and use reasonable endeavours to [CLIENT}to agree
provide additional hours of service availability, additional support charges prior to
or call-out as appropriate to meet the needs of the request. extension being
Use all reasonable attempts to provide enhanced Support Services applied.
in emergencies where less than 5 days notice is given.
Service Level Management

Ref Incident management Client Responsibilities Symatrix Responsibilities Volume Performance

[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%

Low within 8 hours

95%

Response times are

within service hours as
defined by SDA1

Confirm closure of all incidents Prompt [CLIENT] for agreed closure of all incidents Prompt for closure

Close incident within 2 days of final

action. [CLIENT] signs
IM3 Closing Incidents
off closure within 2
days of receiving
prompt.
What happens if the response targets are not met?

Service Level Management

Ref Change Management Client Responsibilities Symatrix Responsibilities Volume Performance

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

Incident Resolution ~ Approve
CM2
Implementation of Changes
Must review and approve all changes in a timely Symatrix to log the Change Request. Symatrix will adhere to the
manner and communicate their actions though one of Change Management System and ensure that all changes are
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?

Managed Service Centre

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.

What happens if the availability is not met?

Payroll Applications

Ref Payroll Applications Client Responsibilities Symatrix Responsibilities Volume Performance

Immediately report any loss of service Provide Applications availability to [CLIENT] INFO sought
Hours of Availability
PA1 Record all instances of downtime

What happens if the availability is not met?

Payroll Processing

Ref Data Entry Client Responsibilities Symatrix Responsibilities Volume Performance

Complete data Entry for processing period within None 100%

Data Entry
DE1 timescales shown in payroll calendar

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.

Provide notification to Symatrix via the Symatrix None 100%

Customer Web Interface (CWI) that the initial
Instigate Payroll Run
DE4 payroll run can commence within the agreed
timescales

What happens if the deadline is breached?

Payroll Processing

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

What happens if the deadline is breached?

Payroll Processing

Ref Checking Client Responsibilities Symatrix Responsibilities Volume Performance

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

Need to run a comprehensive check on all employees None 2 80%

C2 Identify Reprocessing Requirements to identify those records for reprocessing and a mark
them in the Oracle Application.

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.

What happens if the deadline is breached?

Payroll Processing

Ref Retry Client Responsibilities Symatrix Responsibilities Volume Performance

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

What happens if the deadline is breached?

Payroll Processing

Ref Post Payroll Approval Client Responsibilities Symatrix Responsibilities Volume Performance

Provide notification to Symatrix via the Customer None 100%

Confirm Post Payroll Processing
PPA1 Can Commence web Interface within the agreed timescales that
payroll processing can commence.

What happens if the deadline is breached?

Payroll Processing

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

What happens if the deadline is breached?

Payroll Processing

Ref Reporting Client Responsibilities Symatrix Responsibilities Volume Performance

Run Oracle Gross to Net Reports, Oracle Financial None 100%

Run and Disseminate Reporting summary report, Oracle Trial Balance report, Oracle
R1
Tax payment listings report and Oracle GL report

What happens if the deadline is breached?

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

What happens if the deadline is breached?

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: